Thank you for taking the time to call families who have exited into stable housing last year!
Your calls helps us know if people continue to be stable after their time with Compass and is an important way that we measure our success as an agency. This guide will help you as you prepare and make the calls.
- Who am I contacting?
Everyone will call clients they worked with directly when possible. For clients whose case manager has left or who didn’t have a case manager, the program will be responsible splitting up calls between staff.
- How will I make contact?
Please make several attempts to contact families. For example:
- Mon or Tue - Call or Text + send email
- Wed / Thurs – Phone call and text
- Fri – Enter final data into CoDa
- How do I enter information in CoDa?
Any time you contact a client, or are able to confirm their living situation, enter the information into CoDa. On Friday, enter information for the clients you were not able to contact into CoDa.
- Go to the case record and scroll down to exit details section
- Fill in the Housing Status Field
- If you were able to learn the client’s housing situation, select whether the client was ‘Housed’ or ‘Not Housed’ in the Housing Status field.
- If it is Friday and you were NOT able to learn the client’s housing status, select ‘Not in Contact’ in the Housing Status field
- Create a Post-Program Exit Housing Tracker
If they are in their same housing situation you can clone the most recent housing tracker but change the Housing Stage to Post-Program Exit. If they are in a new situation create a new housing tracker.
4. What do I say?
Sample scripts:
Phone script:
Hello, is _[client name]__ there?
This is _[your name]__, your case manager from Compass Family Services. I am calling because we worked together in the past year and the last we spoke you were __[renting, staying with friends, etc.]___. I am calling to follow up and see if you have been able to stay housed since we spoke.
Do you still have housing?
If yes: Glad to hear it. Are you still at [mention past address]? Thanks so much and have a good day.
If no: I’m sorry to hear that. If you want to speak with a housing problem solver you can come to our drop in center during business hours.
Phone Message: Hello, this is _[your name]__, your case manager from Compass Family Services. I worked with you in the past year and the last we spoke you were __[renting, staying with friends, etc.]___. I am calling to follow up and see if you are still housed and living in the same place. Please call me back when you are able. My number is _______________.
Text Message: Hello, this is _[your name]__, your case manager from Compass Family Services checking in to see if you are still housed at [their address]. Thanks for your time
Email:
Hello, this is _[your name]__, your case manager from Compass Family Services. We worked together in the past year and the last we spoke you were __[renting, staying with friends, etc.]___. I am calling to follow up and see if you are still housed and living in the same place. At Compass we want to ensure that clients have been able to stay in their housing for at least a year whenever possible. Please email me back to let me know at [your email].
Thanks so much and have a great day.
______
Let the Impact + Learning team know if you have any questions regarding contacting clients or putting data in CoDa.