Script

Hi, this is (name) with Beneficent, how can I help you?  
(People talk and we listen.)

 ADDITIONAL FIRST QUESTIONS:

  • “How did you find out about Beneficent?”

  •  “Tell me, what you are concerned about?”

VALIDATE
“Thank you so much for sharing more about your situation.” 
ALIGN
“I understand. We hear that a lot from our clients.”

 

CHECKPOINT: MAKE A REFERRAL OR KEEP GOING.
“I believe we may be able to help you. Do you have 10-15 minutes for me to ask you some questions to make sure you get the answers you need?”

“After these next 15 minutes, I will book a free consultation for you, or I will refer you to an organization that will be a better resource for you

Lead Form









































INITIAL INFORMATION TO GATHER

  • How do I spell your name?

  • If we get disconnected, how do I call you back? Phone number.

  • What’s your email?

  • How do I spell the applicant’s name?

  • What is their marital status? (single, married, widowed, divorced)

  • What is your relationship with them? 

  • And what is their age? (65) (If under 65 ask Blind or Disabled?)

  • Where are they today? (where are they residing: home, care facility, rehab, hospital) What is the name of the place?

 

CHECKPOINT: MAKE A REFERRAL OR KEEP GOING.
DHS: Someone already on Medicaid with Medicaid questions. Received denial, ask more questions to determine if they need us or DHS. 
https://cdhs.colorado.gov/contact-your-county (link for all DHS’ in the State of Colorado)
TRE/SEP: Already have benefits but want to start services. 
The Resource Exchange (TRE) 719-380-1100
https://hcpf.colorado.gov/single-entry-point-agencies (link for all SEPs in Colorado)
AAA: No resources, citizenship requirements not met, qualify on their own but need help with application. 
Case Managers: Quick Questions that don’t require an initial. (conference in case manager who is backup this day)

“I am going to ask you some financial questions so that we can get you to the right program. If you don’t know or don’t want to answer you can just say I don’t know and I will move on. If you don’t know specific amounts, a ballpark is just fine. Will that work for you?” (Get confirmation of understanding, do not skip.)

 

ACCOUNTS AND ASSETS: BALLPARK AMOUNTS/BALANCES

  • What type of income do they currently receive? How much? (Social Security, Pension, PERA)

  • If married, what is the spouse’s income?

  • Do you have an idea of what they have in checking and savings?

  • How about any investments, like IRAs, 401Ks, Money Markets, CDs, Stocks, or Bonds? Ballpark how much are in these accounts?

  • Do you know if there are any Life Insurance policies? Are they Term or Whole Life? If whole life do you know the cash value?

  • Do they have any burial policies?

  • Do you own any homes or properties? If not already asked: Try and capture addresses (We will use this only to look it up on the county assessor site.) 

  • Is there a Trust in place?

  • Do they have any vehicle(s), RV, motor home, boats, trailers, tractors, or motorcycles? (titled stuff)

 

CHECKPOINT: MAKE A REFERRAL OR KEEP GOING.
VALIDATE AND ALIGN
“I know we are going to be able to help you.”

“Now let's go look at our calendars and find a day and time that works best for you to meet with someone from our team. This appointment will take an hour, do you prefer Zoom or in person?” 

“After our call, I will send you a confirmation email and text. If you do not have all the items in the email, please do not worry. Bring as much information as you can as it will help the meeting go smoother.” 

Close the call.
Finalize the booking on the calendar.