Asking the Second Question

Sandra Ray, CIRSManager, Information and Referral

United Way of Greater Houston

Workshop Objectives Define the “second question” Discuss why going beyond the stated

need is important Learn methods to probe for additional

information Determine when to follow-up on calls

that have multiple needs Learn to close calls when multiple needs

have been disclosed

What is the Second Question?

AIRS definition – there isn’t one Second questions come after

inquirer describes their initial situation

It isn’t always a question either

Definition

Clarifying a caller’s full situation to help him/her obtain services

Or Listening to callers, providing

feedback, and asking open-ended questions that may be related to the caller’s primary need.

Open-Ended Questions Invite a caller to give more than a

yes/no answer Gives the caller the feeling that

specialists are interested in the full story

May lead to other issues that the specialist is not necessarily expecting or equipped to answer

Closed Questions

Require only a short answer Name Address How much do you owe on rent? When are you scheduled for eviction?

Using Both Types of Questions

Both types of questions are needed to assist callers

Callers can be redirected from a lengthy response to a short response with closed questions

Helps the I&R specialist maintain control of the conversation.

So…What is the Second Question?

Why? How? Tell me more… When that happened, what did you

do?

Getting More Detailed

Why? What is the caller’s perception of this

event and why they need assistance Why questions allow the caller time to

reflect Or Vent

Caller Perceptions

Is the caller open to the specialist probing for more information?

Perception = how we see the world or other people; our view of reality

Perception for callers IS reality

Learning about a Situation

How? Asks for details about the time-frame

or steps involved in the situation May also include the manner or

extent of a situation (to the degree) Allows callers to describe reasons for

a situation

Tell Me More… Depending on the situation, it may

be necessary to learn specifics This is a statement that asks

callers to expand on the nature of a situation

Not necessarily looking for someone’s “life history” – only what happened to cause an event (job loss, need for food, etc.)

Final Details

What did you do when that happened? Gives insight into a caller’s

coping skills How others in the situation react

to the caller Family, friends, social network

may also be revealed this way

How to Ask the Second Question Use sound judgment Asking the second question isn’t

optional May involve commenting on what the

specialist hears in the caller’s… Tone of voice Background noise (baby crying, etc.) Emotions displayed by the caller (crying,

yelling, etc.)

If It’s Not Optional…???

It may not always be appropriate Caller expectations of service will

drive call specialist conversation Only needed a number or address Does not want to give too much

personal information

All You Wanted to Know…

Plus anything the caller will tell you Callers often reveal significant

pieces of their life story If the specialist isn’t equipped to

handle the answer – let an experienced staff member or supervisor ask

Staying “On Task”

Easy for call specialist to lose focus of initial reason for the call

Always bring conversation back around to the initial need

Other barriers may be revealed – ask caller to prioritize needs

Following Up Is a follow-up necessary? Can caller follow through on their own? When following up, have specific goals

that should have been met Caller will see if funds are available Caller will have made an appointment Specialist will have made other contacts to

see if additional issues can be addressed.

Wrapping Up

Rephrase the important issues in the call

Restate the caller’s next step to resolve their situation

Remind caller of referral options and best methods for access

End call on a positive note

Scenario 1

A mother with three children calls asking for assistance with an electric bill. She states that her husband left her and withdrew all money from their joint checking and savings accounts.

Scenario 2

A woman age 64 calls to see if someone can help her understand a letter she received from the food stamp office. She applied for services and was denied. She tells you that she is raising her 14 year-old grand daughter and expenses are tight.

Scenario 3

A man, age 52, states that his daughter recently moved back home after being away at college. The expenses are more than he and his wife can afford. The daughter does not have a job. The man asks for help paying the daughter’s car payment and car insurance.

Famous Second Questions from 2-1-1 Texas/United Way HELPLINE

What is your drug of choice? Who was the last agency that you talked

to? Who have you received help from

recently? (Make sure you define recent.) If you are not able to receive help from an

agency, how will you meet this need? Is transportation accessible to you? How far are you able to travel to receive

services?

Questions/Answers

Sandra Ray, CIRSManager, I&R Services

United Way of Greater Houston50 Waugh Drive

Houston, TX 77007sray@unitedwayhouston.org

713-685-2469