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Assertive Engagement Process

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Assertive Engagement Process

Our Assertive Engagement Process provides an outline of our process for connecting with existing and new clients. 

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Upon Entry Into Service

THIS APPLIES TO CLIENTS IN INDIVIDUAL SERVICE ONLY.

1

Attempt to call client within 5 business days once referral is assigned and staff have capacity in their caseload.

2

  • Contact main phone number provided.
  • Leave a message (if consent to leave voicemail is provided).
  • Contact client via email, text, or alternate number.

3

Wait 3-5 business days.

4

  • If no response received, try main contact number again.
  • Leave a message (if consent to leave voicemail is provided).
  • Contact client via email, text, or alternate number.

5

Wait 3-5 business days.

6

If no response, attempt to connect with alternate contact/family support contact (if applicable).

7

  • Attempt to contact referral source to advise.
  • Allow 3-5 business days to hear back.

8

  • *Send ‘no contact’ letter to client (via mail our or email).
  • Notify referral source (when applicable).

9

Close file.

10

  • If contact is made in any of the earlier steps, admit client to services or resume service.
  • Ensure all documentation is completed within expected timeframes.
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For Existing Clients

THIS APPLIES TO CLIENTS IN INDIVIDUAL SERVICE ONLY.

1

  • Contact main phone number provided.
  • Leave a message (if consent to leave voicemail is provided).
  • Contact client via email, text, or alternate number.

2

  • If no response received, try main contact number again.
  • Leave a message (if consent to leave voicemail if provided).
  • Contact client via email, text, or alternate number.

3

If no response, attempt to connect with alternate contact/family support contact (if applicable).

4

  • The process of attempting to reach the client should continue for a maximum of 3 months.
  • This will vary based on how each program delivers services.

5

  • * Send ‘no contact’ letter to client (via mail out or email) when applicable.

6

  • Close file.

7

  • If contact is made in any of the earlier steps, admit client to services or resume service.
  • Ensure all documentation is completed within expected timeframes.
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