Before using a scriptConfirm the person’s preferred name, language, communication method, and permission for voicemail or text. Do not include health, benefit, housing, or service details in a voicemail or message unless the person has agreed and your organization permits it.
First contact
Suggested language“Hello, may I speak with [preferred name]? My name is [name], and I am a [role] with [organization]. [Referral source or team] asked me to contact you about support you may be interested in. Is now a private and convenient time to talk? Before we continue, I’d like to explain my role and ask what would be most useful to you.”
Confidentiality-conscious voicemail
Suggested language“Hello, this message is for [preferred name]. This is [first name] calling from [organization, only if approved]. Please return my call at [number] during [hours]. Again, this is [first name] at [number]. Thank you.”
Avoid mentioning a diagnosis, benefit, referral type, social need, or sensitive program in the message. Follow the person’s documented communication preferences and your organization’s policy.
Warm handoff to another program
Suggested language“I’m here with a person who has agreed to speak with your program about [general service]. Before I share any additional information, could you explain your current intake process, service area, documents requested, and whether you are accepting referrals? With the person’s permission, I can then summarize what support they are seeking.”
Preparing documents without promising eligibility
Suggested language“The program—not our office—will make the eligibility decision. Before you apply, we can organize the documents and questions you already have. We will also confirm the program’s current requirements so you do not make an unnecessary trip.”
Missed appointment
Suggested language“I’m following up because we were scheduled to connect today. I understand plans and circumstances can change. If you would still like support, please let me know a good time and safe way to reach you. If I do not hear back, I will follow our program’s outreach process.”
No response after several attempts
Suggested language“I have attempted to reach you on [general dates or number of attempts]. If you would still like support, you may contact [program contact] by [policy-based date]. If we do not hear from you, we may close this outreach request. You may ask for support again according to the program’s process.”
Program unavailable or waitlisted
Suggested language“The first program is not currently able to begin services. That is a limitation of the program, not a failure on your part. We can discuss whether you want to join the waitlist, try another verified option, or pause while we gather more information.”
Professional boundary-setting
Suggested language“I want to be clear about what I can and cannot do in my role. I can help with [specific support]. I cannot [request outside role], but I can explain the available next step or speak with my supervisor about the appropriate resource.”
Checking understanding with teach-back
Suggested language“I want to make sure I explained this clearly. In your own words, what will happen next? What will you do, and what should you expect from me? What questions are still unanswered?”
Teach-back checks the clarity of the explanation; it is not a test of the person. If the plan is unclear, explain it differently and check again.
Respectful service closure
Suggested language“We are reaching the end of this period of service because [plain, policy-based reason]. Before we close, let’s review what was completed, what remains open, who you can contact next, and how you may request support again.”
Language access reminder
Ask what language the person prefers for spoken and written communication. Use qualified language assistance according to organizational policy and applicable requirements. Avoid relying on children to interpret. Do not assume that conversational English means complex notices or consent information are fully understood.