Phone skills training for proactive case management Jessica Woodruff SEU Team Lead 303-866-5176 Jessica.woodruff@state.co.us

Provide better customer service by resolving problems early Benefits Provide better customer service by resolving problems early Simple issues can be quickly taken care of when discovered during a call Phone contact is more productive Judicial expenses can be saved Enforcement often does not fix long term issues It reduces travel time and is more cost effective for customers Provide better customer service by resolving problems early It can reduce the number of walk-ins

Offer Services and Solutions Goals Get Information Address Phone Email Employer Ask for Payment in full Let’s NCP know expectation Handle Objections Deal with each individually and ask for explanation of excuses Secure Commitment Get the NCP to take responsibility Offer Services and Solutions Help reduce the barriers that prevent payment.

Call protocol Ask One Question at a time Show Empathy Be a Reflective Listener Ask Probing Questions Avoid Distractions

Critical Case Information Gather Information Contact Information Payment Resources Points of Leverage Critical Case Information

ALWAYS START BY ASSUMING THE NCP… Set expectations ALWAYS START BY ASSUMING THE NCP… Can pay Will take responsibility Wants to do the right thing ASK FOR PAYMENT IN FULL STEP1 PAUSE STEP2 ASSUME THE NCP CAN PAY STEP3 STAY CALM STEP4

Critical Objections Adoption Change in Custody Order Dismissed

Non-Critical Objections Money Family/ Relationships Other Misconceptions Non-Critical Objections

Designed to Provoke a Reaction Interrupt the Process Special Objections Inflammatory Designed to Provoke a Reaction

Keys to success Agreement Obtain a statement of agreement from the NCP. Agreement NCP makes a commitment to take responsibility and move the case forward. Reasonable Specify how/what/where/when and who Specific Details Stress importance of taking next steps now. Immediate Action Set CALREV to follow up and do what you say you are going to do. Follow Up and Follow Through

Thank you