IHTM02163 - Communications: Personal applicants: telephone conversations with personal applicants

• You may find it easier to resolve some questions you have on the phone, or to find out what is happening if the Personal Applicant (PA) is not replying
• When speaking to a PA on the telephone you should remember that the PA knew or was related to the deceased and has suffered a comparatively recent bereavement
• When making a call, you should start by checking it is convenient to discuss the matter now. If not, make alternative arrangements to call back or for them to call you
• It will save time if you are properly prepared when making a call. You should be aware of what information you need. You should think about:
• what you want to ask
• how you will respond to the likely range of answers
• what other questions you might need to ask
• what information you want to give
• the likely response from the PA
• how you will respond
• what the PA might ask you, and
• how you might answer
• It may help you to write a checklist to make sure you do not miss anything.
• You should make detailed notes (IHTM02196) of the conversation as a record for the file, on the telephone note template (IHTM02159). This is particularly important in case of misunderstandings over what was said.
• During the call, make sure you listen carefully to what the PA says
• you can check that you have done this by summing up what has been said, and
• what each of you has promised to do as a result of the call
• After each call, except the most straightforward, you should consider writing to the PA confirming
• what was discussed or resolved, or
• repeating the information you gave