Learning objectives:At the end of the session, you will be able to:

Part 3: The Framework of a phone call

Outline the framework of a phone call

Demonstrate some communication skills required for each aspect of the call

Adapt some scripts to prioritise callers

Before answering the call:

Consider what the caller may or may not know about the service and what their expectations may be.

Does your service provide pre-recorded information to any callers who may be placed on hold?

If so, does the pre-recorded message inform callers that your service has a priority system and they may be referred elsewhere?

Before answering the call:

Is this information available on your service’s website or in any publications advertising your service?

Callers may be more receptive to being referred elsewhere if they are already aware that your service has a priority system.

There is no fixed way to handle a call in telephone work, but the following six stage model is a useful guide

During the call you may go through some of the stages several times and not necessarily in the sequence here

Handling the call

Stage 1: Establishing a relationship

It is vital to establish a relationship with the caller

Introduce the service and your designation to the caller

Be mindful that some first time callers will be anxious and may not know what to expect or say

Adopt a calm, friendly voice and tone, appropriate to the service you are offering

Hello this is the ___ clinic. You’re speaking to (name). I’m the receptionist here. How can I help you?

Stage 2:ExplorationThis involves establishing the nature and purpose of the call, and enabling the caller to tell their story.

Many callers phone for an appointment and the reason for why they need one should be clarified at this stage.

I have symptoms…

My partner has told me they have…

My doctor told me to make an appointment.

I want to have a sexual health check.

As mentioned earlier, the caller may be anxious and not know what to say. The caller may also be concerned about being judged and it is important to pay attention to your voice, tone, and how you respond.

Key Skills

Acknowledgement – use key words or simply say "uh huh."

Yes, okay

I understand what you’re saying

Active listening is a model for respect and understanding and assists with gaining information and perspective about the caller.1 Active listening includes asking questions to clarify issues, summarising, reflecting (content and feeling) & paraphrasing. Listen to what the person is saying and try and gain a sense of the feelings behind the words. Convey empathy when responding (Bell 2010).

Key Skills

Give the speaker regular feedback, e.g., summarize, reflect feelings.

It sounds like this is difficult for you to talk

about

I can hear that you want a check up

because you’re anxious about what happened

Consider the context behind the caller. Use the acronym SAVED.

•the severity of the symptoms will dictate the urgencySymptoms•younger people may not be able to communicate their needs clearlyAge•the ability of the person to reproduce the facts clearlyVeracity•evident in the tone and pace of the callEmotional state

•low income, homeless, lack of transportDebility or Distance

After they have informed you of the reason for calling, explore the situation further.

We provide a priority service to those who are most at risk of STIs.In order for me to check that this is the right service for you I need to ask you a few questions” is this okay with you?

Wait for clarification.

Asking Further Questions

Consider where the caller is at.

Callers may not be in the right environment to talk openly to you

Callers may be embarrassed to talk about their sexual health concerns particularly if there are cultural issues or they are unsure of what the service provides

Callers may run out of call credit or power or be rushed at work or interrupted, be driving or in a noisy place

Callers may not be ready to talk

If the caller says NO , they do not wish to answer any questions, (or are unsure of the process) let them know that -

We ask all people who call this service the

same questions.

The options are for them to:

Call back later when they can talk (give service operation hours)

If they have symptoms or have been in contact with an STI – transfer to a nurse

If the caller says “YES, they are willing to answer questions, then state:

Ok, we ask these questions for everyone who rings the service…….

Do you have any symptoms?*Are you a contact of someone with an STI?*

*Yes to either question?

transfer to clinician

No

ask additional questions

Questions to ask when triaging

This clinic is funded to see priority groups. I am going to read out the list of priority groups, and you can let me know if you fit into any of these groups.

Questions to ask when triaging

1. Do you identify as Aboriginal or Torres Strait Islander?

2. Are you a man who has had sex with other men?

3. Are you a person with HIV?

4. Have you worked in the sex industry in the last year?

5. Have you injected drugs in the past year?

Book appointment if yes to any of the above.

6. Are you under 25?

7. Have you had more than two sexual partners in the last year or recently changed partners?

Further assessment may be required by a clinician if the caller says no to questions 1 to 5 and yes to 6 or 7 depending on clinic capacity.

People may volunteer answers to the questions before you have asked them, so you can assess them as you go. What is important here is to ask all questions of all people and to not assume they will tell you. Some callers may be surprised or laugh about your questions, though generally they understand you need to ask them.

Stage 3: Clarification

Often combined with stage 2, this allows you to ensure you have fully understood what the caller has told you.

Key Skills

Reflecting and

paraphrasing

Questions

Allowing appropriate

silences

It sounds like you are worried about a risk, you have

no symptoms and you want an STI

check up to make sure you are okay.

So you’ve just started in the sex industry, you have no symptoms and you want a sexual

health check…

What I understand is that someone told you they’ve got gonorrhoea

and you’ve noticed some symptoms…

Stage 4: ActionOnce you are clear about the caller’s situation, you can provide them with some options.

Key Skills

Establish triage options

Triage in

Decide who to triage to

Triage out

Decide where to triage out to

Give relevant information

Provide referral details

Check caller has recorded details correctly

Refer to SHIL

What is the NSW Sexual Health Infoline (SHIL)?

•promote the sexual health of the NSW community, and to•facilitate efficient use of sexual health clinics

The aims of the service are to:

Sexual health nurses provide verbal, written or web based information

and support about sexual health and sexually

transmissible infections and refer callers to

services within their area. It is a confidential and free service (from a

landline). This means you can transfer the caller to

the service for free.

Phone: 1800 451 624

When you might transfer a caller to the NSW Sexual Health Infoline (SHIL)

When the caller:

Is not STI priority group and requests STI testing but does not know where to go

Requests risk assessment and information about STI, that can’t otherwise be given by the service

Needs further STI diagnosis information and support

When you might transfer a caller to the NSW Sexual Health Infoline (SHIL)

Is a partner of someone with genital herpes, genital warts or other STI

Wants information about a sexual assault, sexual problem, contraceptive advice, pap smears and unplanned pregnancy

Requires referral to a GP or other specialty services

Is a health professional or student requesting STI information

Be aware that some callers who are not in a priority group may be anxious and uncertain when you decline to give them an appointment. It is important to encourage them to get tested for STIs if this is what they are seeking.

It is important that you do have an STI

check and we would encourage

you to do this

We are a specialised service and are unable to see everyone. An STI check can also be done by a GP

If you wish, I can provide you with a service that can provide you with

more testing options

It’s called the NSW Sexual Health Info-line and you will be able to speak to a

Sexual Health Nurse….

Stage 5:Ending the call

Most callers will end the call themselves after stage 4, but you may need to initiate this process yourself

Key Skills

summarising closed questions

Is there anything else I can do for

you today?So what we

have discussed today is…

If you want to call us again, we are here

between 9 and 5:30 Monday

to Friday

Is there anything else we haven’t

discussed that you wanted to

talk about?

Reflect on how you handled the call

Could you have done anything differently?

What worked well?

What didn’t work so well?

How did you feel about the call?

Adapted from Maxine Rosenfield, JMB Services / Helplines Australia course notes.

Stage 6: Reflect on how you handled the call

Please click here to read the passage on Listening by Bryan Bell

Please click here to access additional information on Active Listening at the Mind Tools website.

Please click here to test your knowledge