Completing a Phone Interview with an Applicant at The Potter's House

Updated on Mar 05, 2024

When a new application comes in for The Potter's House, we need to properly assess their eligibility to receive Atlanta Mission services as well as to collect information to best serve them if they are accepted via a phone interview. Applicants will call to schedule a phone interview.

This article describes how to complete a phone interview with an applicant seeking services from the Potter's House. To learn how to enter a print application, click here.

1. Click Intakes.

2. Click Search this List and search for the client's name.

3. Click on the applicant's Intake Name.

4. Scroll down and review the application.

5. When the applicant calls, click Start Phone Interview.

Light blue background ?'s: Ask the applicant.
No background ?'s: You answer based on your observations.
Yellow background ?'s: Determine eligibility* and are meant to be answered by you.
Red background ?'s: Enable you to end the interview at any point and take you to the decision page. Helpful if an applicant refuses to continue the interview.

At any point in the interview, if you need to skip ahead to another section, use the page links in the yellow navbar. Ensure that you return to skipped sections to finish completing those questions.

3. Confirm that your name is filled in by Staff Member Performing Prescreening.

4. Confirm Applicant Name.

5. Select whether the Applicant has a preferred name or nickname. If so, enter their Preferred Name or Nickname.

6. Confirm the applicant's Birthdate.

7. Click Search the National Sex Offender Registry.

A new tab will open directing you to the National Sex Offender Registry Search.

8. Scroll down to the bottom of the page.

9. Select I'm not a robot.

10. Click Continue.

11. Enter the applicant's First Name.

12. Enter the applicant's Last Name.

13. Click Search By Name And/Or Zip Code.

14. View the Results and ensure the the applicant is not a sex offender.

15. Click X to close the tab.

16. Select the correct answer to Is the applicant a sex offender?.

If the applicant is a sex offender, select Yes, press Next, and deny the applicant from the Decision page.

17. Read the applicant the script.

18. Enter the client's answer to If accepted, do you agree to abide by our guidelines and fully participate in services?.

19. Enter the client's answer to Do you agree to be honest in the interview?.

20. Confirm the applicant's Contact Person Name.

21. Confirm the aplicant's Contact Person Phone.

22. Confirm whether the applicant has received a COVID vaccine?

If the applicant has received a COVID vaccine, you can enter in additional information concerning vaccine manufacturer and dates of vaccine if they know them.

23. Confirm whether the applicant has been to The Potter's House before?

The questions in the remainder of the phone interview will change based on whether the applicant is a previous client or not.

24. Click Next.

25. Continue to ask and enter the answers to all of the screening questions, pressing next to navigate to the next section each time.

If the client refuses to continue the interview at any point, you can select End Interview at the bottom of each page and click next to be taken to the Decision page.

26. When you reach the Observations page, review the Approval Rubric.

27. Select the applicants level of motivation.

28. Select the applicant's Physical Health Score.

If the applicant has an automatic denial for any of the scores, all other questions will disappear. When you press next, you will only be able to deny the client.

29. Select the applicant's Mental Health Score.

30. Select the applicant's Legal Concerns Score.

31. Select the applicant's Violent Trend Score.

Total Approval Score automatically adds all 5 scores together. If the applicant scores a 10 or less, when you arrive at the Decision page, only Does Not Qualify will be available.

32. Press Next.

33. When you arrive at the Decision page, enter in a quick recap of your assessment under General Notes.

34. Select your Intake Decision.

To learn how to approve an applicant - pending additional documentation, click here. To learn how to approve an applicant to In-Person screening, click here. To learn how to deny an applicant, click here. To learn how to set an applicant to deliberation, click here.

Approving an Applicant - Pending Additional Documentation

34. Select either Approved - Pending Detox or Approved Pending Legal depending on documentation needs.

35. Confirm the applicant's Phone.

If the applicant does not have a phone, select Client does not have phone.

36. Confirm the applicant's Email.

37. Select if the applicant has any Documentation Needs Prior to Intake.

38. Select if the applicant has an Intake Capacity Limitation.

39. Press Next.

40. Review the applicant's Recommended Persona taking time to note what qualifies an applicant for their Persona and what their answers were.

The personas are in prioritized order.

e.g. If a client has both trauma and physical limitations, they should be on the Physical/Disability Exp. track every time.

41. If you disagree with the system recommended persona, you can select what you believe to be the correct persona.

42 Describe What prompted you to change the recommended persona?

43. Press Next.

44. If the applicant has prayer requests, enter them into How can I pray for you? and if they would like prayer in the moment, pray with them.

45. Press Submit.

Screening complete! The applicant's bed screening has been updated for the applicant and they've been moved to one of the approved - pending statuses.

The applicant or their proxy has also received an email communicated that they are approved pending receipt of the additional documentation.

Approving an Applicant to In-Person Screening

34. Select Approved - Pending Detox or Approved Pending Legal depending on documentation needs.

35. If you know what date the applicant will be going through intake, enter it under In-Person Screening Date.

36. Confirm the applicant's Phone.

If the applicant does not have a phone, select Client does not have phone.

37. Confirm the applicant's Email.

38. Select if the applicant has any Documentation Needs Prior to Intake.

39. Select if the applicant has an Intake Capacity Limitation.

40. Press Next.

41. Review the applicant's Recommended Persona taking time to note what qualifies an applicant for their Persona and what their answers were.

The personas are in prioritized order.

e.g. If a client has both trauma and physical limitations, they should be on the Physical/Disability Exp. track every time.

42. If you disagree with the system recommended persona, you can select what you believe to be the correct persona.

43 Describe What prompted you to change the recommended persona?

44. Press Next.

45. If the applicant has prayer requests, enter them into How can I pray for you? and if they would like prayer in the moment, pray with them.

46. Press Submit.

Screening complete! The applicant's bed screening has been updated for the applicant and they've been moved to Approved - In-Person.

The applicant or their proxy has also received an email communicated that they are approved to in-person screening.

Denying an Applicant

34. Select Does not Qualify for the Intake Decision.

35. Select the Denial Reason.

36. Confirm the applicant's Phone.

37. Confirm the applicant's Email.

38. Read the denial script making sure to explain the denial reason.

39. If the applicant has prayer requests, enter them into How can I pray for you? and if they would like prayer in the moment, pray with them.

40. Press Submit.

If the applicant provided a phone number or email address during the phone interview, they will receive a text message or an email with the recommended referrals when you press Submit.