Call script
~60 seconds“Thanks for calling Hartford County Housing Authority's recertification line. This is Casey. How can I help you today?”
“Hi Casey, this is Mike. I'm calling about my annual recertification. What am I still missing?”
Thanks, Mike. I see your recertification file is almost complete. We received your Social Security award letter, child support order, bank statement, and your May twenty fifth paystub. We still need one more recent paystub and a short clarification about the income difference. Would you like me to send the upload link?
“Yes, please send it.”
Absolutely. I just sent the secure upload link to the mobile number ending in zero one four two. Is there anything else I can help you with while I have your file open?
“What happens after I upload it?”
Once we receive the paystub and clarification, your file moves to staff review. Staff will still make the final program decision. Anything else I can help you with today?
“No, that's all. Thank you.”
You're all set, Mike. The upload link has been sent, and your file will move forward once that paystub is received.
Say this first, then dial
“I'll play Mike, a participant calling about his annual recertification. This is the kind of routine call staff get all day: “what am I missing?” The point is that the assistant knows the case status, tells him exactly what is missing, and sends the upload link without a specialist taking the call.”
Talking points
- Casey already knows the case — which documents are in and exactly what's missing.
- The secure upload link is texted while Mike is still on the line.
- No specialist picked up the phone, yet the file keeps moving.
- Staff still make every program decision.
If Casey can't hear you, calmly repeat the same line — it picks up where it left off.