Design and Operation of the 2010 National Survey of Residential Care Facilities. APPENDIX IX: Advance Package Call Script

11/01/2011

ADVANCE PACKAGE CALL:

  • OPEN FACESHEET.
  • GO TO ORIGINAL PRELOADS TAB AND REVIEW DATA.
  • GO TO FACILITY & DIRECTOR.
  • PLACE CALL.

VERIFY INFORMATION:

  • Hello my name is_________________________. I have some information that I would like to mail to the director of PRELOAD FACILITY NAME. (IF VERY LARGE, LARGE, OR MEDIUM: I would like to mail it to the director who pertains to assisted living. IF THEY SAY DON’T HAVE ASSISTED LIVING, SAY: Thank you for clarifying that for me, I will update our records. In that case, I would like to mail it to the director of PRELOAD FACILITY NAME.)
  • I have the director’s name as_______________________ SPELL IF NECESSARY. Is this correct?
  • What is __ the name of the director? ______________________ VERIFY SPELLING.
  • What is __ NAME OF DIRECTOR’S ___________________ title?
  • The number I called is PRELOAD PHONE NUMBER. Is this the correct number to reach _ NAME OF DIRECTOR ________________________? IF THEY GIVE ANOTHER PHONE NUMBER, REPEAT IT TO VERIFY.
  • What is ________________________’s e-mail address? SPELL ALOUD TO VERIFY.
  • May we call NAME OF DIRECTOR on his/her work cell phone, and if so, what is that number?
  • I have the name of this place as ________________________ SPELL IF NECESSARY. Is this correct?
  • I have the address as ____________________________. Is this correct? Is there a separate mailing address you would like to give me?
  • Thank you. I will put this information in the mail and NAME OF DIRECTOR should receive it within 3 business days. Have a good day. Good bye.

FAQS:

  • WHAT IS THIS (SHORT): This is a federally sponsored statistical study.
  • WHAT IS THIS (LONG): I’m working on the National Survey of Residential Care Facilities, a study sponsored by the Centers for Disease Control and Prevention (CDC) and the National Center for Health Statistics.
  • WHAT IS THE NSRCF: The National Survey of Residential Care Facilities is the first national study of assisted living and residential care places and their residents.
  • WHY ARE YOU CALLING: I would like to mail the director some materials and am calling to verify your mailing address.

IF DIRECTOR/KEY PERSON ASKS ABOUT CHAINS:

  • We have a packet of information about the survey which we have sent to many of the national and regional chains. I would be happy to send this information to a person within your organization. GO TO CHAINS TAB. IF PACKAGE ALREADY MAILED: According to our records, we have sent information to a NAME at ORGANIZATION. Would you still like us to mail this information?
  • To whom should we mail this information?
  • Thank you. They will receive this packet within 3 business days. As I mentioned before, I do have some information about the study which I would like to mail to the director of this facility. PRELOAD FACILITY NAME. (IF VERY LARGE, LARGE, OR MEDIUM: I would like to mail it to the director who pertains to assisted living.) May I please verify this person’s name and title?

IF PHONE IS ANSWERED BY VOICEMAIL:

  • DO NOT LEAVE MESSAGE.
  • MAKE A NOTE WHEN TO TRY AGAIN.

 

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