Call script
~60 seconds“Thanks for calling Hartford County Housing Authority's waiting list line. This is Casey. How can I help you today?”
“Hi Casey, this is Mike. I applied for the Housing Choice Voucher waiting list. Am I still on the list?”
Thanks, Mike. I matched the phone number you're calling from to the number we have on file, so you're verified for status updates. I see your Housing Choice Voucher waiting list application is active. Your displayed position is one thousand two hundred forty seven, but that number can change and does not guarantee when you will be selected. I also see your contact information has not been confirmed in over a year. Would you like me to send the update link?
“Yes, please send it.”
Absolutely. I just sent the secure contact update link to the mobile number ending in zero one four two. Is there anything else I can help you with?
“Do you know when I'll get a voucher?”
I cannot give an exact timeline. Selection depends on available vouchers, funding, preferences, and eligibility review when your name comes up. Is there anything else I can help you with while I have your application open?
“No, that's all. Thank you.”
You're all set, Mike. Your application is active, and the contact update link has been sent.
Say this first, then dial
“I'll play Mike, an applicant calling to check whether he's still on the Housing Choice Voucher waiting list. This is the kind of routine call staff get every day. The point is that the assistant verifies him by phone, gives him his displayed position with the right caveats, and offers a contact-update link without a specialist taking the call.”
Talking points
- Casey verifies Mike by matching the phone he's calling from — no case codes, no holding.
- She gives the displayed position with the right caveat — it can change, it's not a guarantee.
- She notices Mike's contact info is over a year old and texts the update link on the spot.
- No specialist picked up the phone, yet the application stays current.
If Casey can't hear you, calmly repeat the same line — it picks up where it left off.