Tips for Working with Agencies

Dealing with agencies can sometimes be quite frustrating. Knowing what to expect and how to prepare before you call or visit an agency can make the process run more smoothly and remove much of the frustration. The bottom line when dealing with an agency is to be prepared and persistent!

Making the Call

Before you call and agency for assistance, gather information about yourself (or the person for whom you're calling), such as social security number and birth date.

When you talk to someone on the phone, ask for their name and write it down along with the date, time of the phone call, the phone number and extension number if they have one, and what was spoken about. Keep a list of all phone numbers and calls you make.

If you make a long distance phone call to the agency, make sure to ask if they have a toll-free telephone number you may use. Or, ask if they can call you back to save you money on phone calls. Toll-free numbers include those that start with: 1-800, 1-888, 1-877, 1-866, and 1-855. The law requires a warning if you are switched from one of these numbers to one for which you may be billed.

Dealing with Voice Mail and automated phone systems

If you get a recording or voice mail system, stay on the line. Be patient and listen to all of the options. Many recordings repeat what they say so you'll have a second chance if you don't hear which option to select the first time. If the recording doesn't repeat itself, you can always call back.

Leave a message with your name, phone number and the date you called - and ask for a return call. Please note that if you have a rotary phone, you may not be able to get far on an automated phone system.

Visiting the Office

When you go to an agency office for assistance, be prepared. Take with you any notes you may have made from previous phone calls. If possible, take someone with you for support. They can help you ask questions, listen and remember information.

If you don't understand something, ask! No question is unimportant or stupid. Be persistent! Sometimes staff may not know the answers to your type of problem or situation. If you aren't sure about the answer they give you, ask someone else. If you still aren't sure about the answers to your questions, ask to speak to a supervisor.

Write down the date and time of your visit. Also copy down the name, phone number and address of the person with whom you met. Get things like requirements, instructions and directions in writing.