LAC Playbook

Pain Discovery

Understanding what's broken. Open-ended questions that invite full stories rather than yes/no answers.

What Works

  • Open-ended questions that invite full stories
  • Specific follow-ups that show you're tracking (not just checking boxes)
  • Non-judgmental language choices ("struggling with" beats "addicted to")
  • Let them finish—don't interrupt to redirect

Opening Pain Question

"What's going on with you?"

Frequency: 7-8 uses

Why it works: Completely open-ended; not accusatory

Impact: Caller opens up about multiple issues (bipolar, PTSD, paranoia, substance use)

Context: After you've confirmed caller type and basic logistics

"What substance have you been struggling with?"

Frequency: 8 uses

Why it works: "Struggling with" = empathetic, not judgmental

Impact: Caller answers directly without defensiveness

Better than: "What drugs are you using?" or "What's your addiction?"
Creates non-judgmental tone; caller is MORE forthcoming

Follow-Up Discovery

"And what do you drink normally? Is it like vodka or beer or..."

Why it works: Trails off with "or" so caller completes the thought

Outcome: Caller volunteered drinking pattern and escalation

"What's going on with him exactly?"

Context: Loved-one discovery when they give vague opening

Impact: Gets full situation (court order, substance, need for sober living)

Power: Open-ended follow-up forces specificity

When to Use Each

  • Start with "What's going on?" after self-identification
  • If they give vague answer, follow with "What substance have you been struggling with?"
  • For loved-ones: "What's going on with him/her exactly?"
  • Use trailing "or..." to invite specific details

Discovery Flow Example

Agent: "What's going on with you?"

Caller: "I've been having some problems..."

Agent: "Okay. What substance have you been struggling with?"

Caller: "Mostly drinking."

Agent: "Gotcha. And what do you drink normally? Is it like vodka or beer or..."

Caller: "Vodka. About a bottle a day. It started with wine but..."

Don't interrupt. When they start telling their story, let them finish. You'll learn more by listening than by asking rapid-fire questions.

What NOT to Say

Avoid Say Instead
"What's your drug of choice?" "What substance have you been struggling with?"
"How bad is it?" "What's going on with you?"
"Are you an alcoholic?" "How long has the drinking been a concern?"
"Do you need detox?" "Tell me about what a typical day looks like."