Objection Handling
These are our 3 Identity Based Cohorts.
What are "BIPOC, LGBTQIA+, and Neurodivergent"?
What is "Okta"?
This level of risk applies when a client reports passive suicidal ideation without a plan or intent.
(think flag colors)
What is a "Yellow Flag"?
This is the attendance rate for our IOP Program.
What is "91%"?
A client makes vague concerns about the program being virtual. You may want to do this before proceeding to attempt overcoming this objection.
Hint: Don't overthink this!
What is ask questions! Ask questions about their past experience with virtual therapy, virtual programs in general, and identify what about virtual has them concerned.
This slack channel is where I go to see all relevant Admissions updates
What is "Admissions-announcements?"
If client is in imminent danger, this is who I am calling immediately
What is "Emergency Services/911"?
We specialize in treating ____ acuity mental health conditions with hyper-personalized, comprehensive care.
What is "High?"
A Mom is worried about the IOP conflicting with her daughter's school schedule. You might reassure her that Charlie Health offers this.
What is "Flexible Scheduling. We offer times in the afternoon, evening, and even on Saturday"?
OH NO! You cannot reach a recent referral you received for a client. They aren't answering! You should tap in the teammate from this department in for support.
Hint: read that very carefully if you are not sure initially
What is "Outreach?"
If you get in contact with Emergency Services for a client in crisis, you are definitely going to be filling out this report.
What is "An Incident Report?"
This button can be found on multiple pages of our website and brings you to an online form to submit an inquiry for our program.
What is "Get Started"?
A client has concerns about the cost of the program before scheduling the intake assessment. These are the 2 solutions we can provide to overcome the objection.
What Are:
-Flexible Payment Plans + Financial Hardship (if applicable)
-We take most major insurances
-If we don't have financial info in time, we can always move the BPS if needed
Three ways you'd attempt to overcome an objection for a parent who fits the "Scared" parent persona.
What are:
-CH can prevent another crisis
-No waitlists/Immediate Availability
-Share client stories/testimonials
If a client reports active ideations, what are the 3 follow up questions we would ask to ensure safety?
What is:
Do you/they have a plan?
Do you/they have access to stated plan?
Is there someone there with you/them?
This kind of therapy focuses on teaching skills to manage emotions and improve relationships. It is one of our two skill-based therapy modalities.
What is "DBT"?
This objection strategy involves offering the client another perspective to an idea.
Ex. Instead of thinking about an IOP as time away from your every day life and schedule, try to think about it as a way to get back to feeling better in your every day life and schedule.
What is "Reframing"?
This is who I should send consent forms to when working with a Mom in Washington to admit her 14-year old son
What is the client?
These are the 4 steps you'd be sure to take post-crisis call.
What are:
1. Document everything that happened in Salesforce
2. Debrief with your manager or teammate
3. Fill out incident report
4. Take a breather!!
____ Coaches provide tailored guidance, resources, encouragement, and mentorship throughout treatment. They support Group facilitators during groups if clients need additional support.
What is "Care?"