Being prepared for the Introductory Call

Do you ever get to that point where you are about to call your family and you freeze? What do I say? What was their name?  Who was that poor sick toddler? How many are there?

I have, and to aid you in getting through the “Introductory Call” I am going to provide some guidelines you can follow to make this a simple and easy process.

Introductory Call Guidelines 

As soon as you are given an assignment you should call the family and introduce yourself.

Your introductory call is important as client employees have never met you and don’t know how wonderful you will be with their family member. 

Individuals using Bright Horizons Back-Up Care TM are under stress because their usual care arrangements have fallen through and it is up to you to help them feel comfortable and secure. When calling the family, remember to be professional and be prepared to answer any questions that they may ask about your qualifications as a caregiver. Most importantly, let them know that you enjoy being a caregiver and have the necessary experience to care for their loved one(s).

The following are some tips and suggestions to help you make the introductory call a success.

Placing the Call 

Please – be sure to contact the family as soon as you are notified of the care assignment. We realize that sometimes you may be on assignment and will need to place the call after you have completed your current assignment but please be respectful of the family’s time and do NOT call after 10pm or before 6am unless specifically instructed to do so. 

If you cannot call between 6am and 9pm, please have your agency contact the family to discuss your qualifications and the family’s care needs.

Introducing Yourself Example: 

“Hi, my name is ______ with {agency name} and I will be your caregiver on ______ (dates and times). I understand I will be caring for your ______ (son, daughter, mother, and spouse)”.

Use the dependent’s name whenever possible as it reassures the family that you are informed about your care assignment.

Put the Family at Ease 

The family will want to know about your qualifications and philosophy for providing care. Be prepared to discuss your qualifications and philosophy about the following:

How long have you been a caregiver? 

How much experience do you have taking care of ____(infants, toddlers, elders, etc) · How will you spend your day with my ___ (son, daughter, mother, and spouse)? 

What type of discipline do you use? 

The family should not ask for nor should you volunteer any personal information (social security number, date of birth, home address, etc.)

If the family asks any question/s that make you uncomfortable simply tell the family to contact Bright Horizons to go over any additional questions that they might have.

Ask Questions for Childcare: 

• How does your children typically spend their day? 
• What is their favorite toy or activity? 
• How do you comfort your child when needed? 
• Are there family limits on TV viewing and computer usage? 
• Can your child go outdoors? 
• Is there a park nearby and are you okay with us walking there? 
• Will I be preparing meals for the children? 
• Can I eat with the children or should I bring my own meals and snacks? 
• Will you be working from home or away from the home? 
• For Adult Care: How does ____ (name of person being cared for) typically spend their day? 
• What is their favorite activity? Is ____ ambulatory (able to walk on their own) 
• What are _____’s specific care needs? 
• Will I be preparing meals for ___? 
• Can I eat with ____ or should I bring my own meals and snacks? 
• Is ____currently taking any medications and need to be reminded to take their medication?