The Importance of the Call

Professional Experience Article

The decision to seek help does not come easily for many of our clients. Maybe they are seeking help for the first time and they have no experience with mental health services. Maybe they are new to the area and are seeking a local provider to continue recovery they began elsewhere. Perhaps they have resisted help they knew they needed and now they are in crisis

In 1980 at Middle Tennessee State University, Professor Gerri Reddit instructs her students on the importance of the call. Email, texts, and tele-therapy were not a thing back then. Clients accessed services in one of two ways; they walked in or they called on the phone. Mostly, they called. Professor Reddit pointed out that the initial call is the client's first experience with getting help. Just making the call and establishing an appointment instills hope that their circumstances are about to improve. Therefore, a prompt reply and a welcoming voice is vital to keeping the client engaged

Today clients attempt access to services in many ways and often their experience is that no one answers the phone, no one replies to their text or email, or even bothers to return the call. What message does this send to the client seeking services about the mental health care system and specifically about us as individual mental health providers?

When I moved to Florida five years ago, I wanted to become familiar with the mental health resources I was opening a practice here and I wanted to know my colleagues I searched for licensed therapists in my community with whom I could meet for coffee and develop a working relationship. I emailed, phoned, and even mailed letters. A few people responded and were gracious to meet. I still have contact with them today and refer to them frequently. However, most did not. No returned call and no reply to the email or letter.

Five years later I have a steady practice and a small network of therapists to whom I can refer and consult and who also refer to me I take every call from every potential client and I reply to every email. I am not always the right provider for them, but I can help them navigate the system and find the services they need. Again and again I hear that they called multiple therapists and I am the only one who has returned their call. Why is this? I started asking this question when I would be with colleagues. Here are some of the responses I received.

"I don't have time I have a full caseload so there is no reason for me to call them " Congratulations on your success They still need help and they reached out to you The courtesy of a reply might help them stay engaged and persistent at seeking help It is a great opportunity for you to refer them to someone else who isn't full and might be able to see them.

"I don't take their insurance." Neither do I, but I do reply to let them know. Insurance systems are difficult to navigate, which is why so many providers avoid joining networks. Clients often don't understand how their insurance works and while it is not our responsibility to educate them, they are still reaching to us for help Simply explaining to the client that they can access their insurance directory online or by calling their insurance provider is an easy solution

"I don't offer the service they were seeking." The general public does not know the difference between a psychiatrist and a social worker or mental health counselor. Here is a chance to help them understand and steer them toward the right service they need.

"I'm overwhelmed. I get too many calls and emails and I can't keep up with all the work I have already." I understand. Many healthcare providers feel this way. When we become apathetic and complacent it is an indication we need to prioritize our own self care.

Everyday someone decides the time has come to seek help Return the call Reply to the email This too is what we signed up for

Written By: Steven Davidson, PhD, LCSW

Steven Davidson is a clinical sexologist and licensed clinical social worker in private practice in Broward County He is the author of Sexual Integrity: Finding the Courage to be Yourself He specializes in individual and coupl helping clients resolve sexual and relational problems He can be reached through his website at drstevendavidson com