Assertive Engagement Process: A Guide
Our Assertive Engagement Process provides an outline of our process for connecting with existing and new clients.
Once you have contacted us for service, we will do everything we can to connect with you further. Please provide an alternative contact, in case we cannot reach you.
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.
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.