Intake Call Script**

Goal: Collect caller information and case details to coordinate appropriate follow-up

Tone: Warm, calm, professional, and supportive

Opening Greeting:

“Hi, thank you for calling Healing Quest Counseling Villages, this is [Name]. How may I assist you today?”

(Pause, allow caller to respond fully. Acknowledge what they share.)

“Thank you for sharing that. I’m going to gather a few details so we can make sure the right team follows up with you. Is that okay?”

Transition to Gathering Information “Gathering Information:

ASK:

“Can I have your first and last name?”

ASK:

“What is the best phone number to reach you?”

ASK:

“And your email address?”

ASK:

“Which organization are you calling from - Care Management System or Mobile Response?”

ASK:

“What type of service are you looking for, Intensive In Community or Behavioral Assistant?”

ASK:

“What would be the best time for us to call you back?”

ASK (allow space, this is important):

“Can you share a little about the case or the kind of support needed?”

(Pause. Let the caller explain. Do not interrupt. If needed, gently guide:)

“Just a brief overview is perfect, whatever you feel is important for us to know.”

(Summarize key points quietly into the form as they speak.)

Transition:

“Thank you for sharing that, that really helps us understand how to best support this situation.”

Next Step:

“Our team will review the information and follow up with you based on the details provided.”

Close:

“We’ll reach out to you at your preferred time. If anything changes or you’d like to add more information, feel free to let us know.”

“Thank you for reaching out [Caller’s First Name], we’re here to support you. Have a peaceful day”

Key Reminders for Receptionist: - Speak slowly, with warmth and confidence. - Allow pauses for reflection and emotion.