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Lesson 2 - The First Phone Call

The First Phone Call 

VIDEO 1: How NOT to Provide Support 

VIDEO 2: How to Provide Support EFFECTIVELY

Continued Contact With Clients






The First Phone Call

There may be a bit of apprehension about making the first phone call. But, it clears up once you realize you have something in common with that person. You both are on the journey of parenthood and have both experienced challenges along the way. The common experiences are what bond you. The difficulties and challenges you faced while parenting become a source of strength for the parent seeking support. There’s a healing quality to that.





















Before making the first call

  • You may use your personal phone to contact clients. We recommend you keep your phone number private by dialing *67 before dialing the client's phone number. We will inform the client to expect a phone call from a blocked phone number. Some phone service providers may charge a small fee to use the *67 feature. Call your provider to find out. Another option is to contact clients using an app such as Google Hangout, Text Me, WePhone, Text Now+Voice or ooVoo instead of your phone. These apps allow you to start voice calls and video calls and send and receive messages - one to one or in a group - sometimes using a new phone number generated by the app. Additional call charges may apply if the person you are calling is not using the app. The apps are available for your computer, iPhone or iPad

  • Ensure the timing is good for you

  • Have the Parent Volunteer Worksheet ready to take notes about the parent’s concerns and additional notes. Fill in the worksheet after any contact or follow-up activities with the client. Email to Guiding Parents after the 4th contact with the parent


During the first call

  • Identify yourself and how you were referred to the client

  • Explain that you have experienced what he/she is currently going through and the Support Program Coordinator from Guiding Parents thought we might have a lot to talk about

  • Explain that you are calling to set up a time to talk or get together (unless now is OK)

  • Set time boundaries with clients during the first phone call. Clarify the time of day you are able to call or receive calls from the client. Do not accept or invite late night phone calls. You have the freedom to invite the client to email or call you by sharing your contact information with them



Please watch the two videos below to learn how not to and how to provide phone support to a client


Video #1: How NOT to provide support

















Video #2: How to provide support EFFECTIVELY




Continued Contact with Clients

Parent Volunteers need to take the initiative to call/email clients frequently in the beginning so they can get to know each other better. Below you will find additional points to keep in mind while providing support to clients:


  • Ask about their spouses and other children

  • Use other support systems

  • Encourage parents to find time for themselves

  • Stay in contact until it’s not needed

The First Phone Call
VIDEO 1: How NOT to Provide Support
VIDEO 2: How to Provide Support EFFECTIVELY
Continued Contact with Parents
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