2. Initial Contact
POP volunteers are expected to return calls as soon as possible. During the initial phone conversation, it is imperative that volunteers be discreet because clients may be living with their abuser. Do not leave messages on answering machines or with another person unless the referral message indicates that it is safe to do so. There are five things that the volunteer must do in the initial phone contact:
- Ask the client if s/he is able to talk to you about the problem at that time.
- Ask about the client’s physical safety. If the client feels unsafe, recommend that s/he contact the shelter, the police, or both.
- Ask whether the client or the abuser has ever received legal services from Indiana University, the Community Legal Clinic, or the Protective Order Project.
- Obtain the basic facts of the case, including the abuser’s name.
- Arrange to meet the client to conduct a more in-depth interview. Give the client instructions to the law school.
All confidential information obtained from the client should be kept in a file folder with the client’s name (last name first). Pre-prepared file folders may be found in the Material’s drawer of the filing cabinet in the POP office.
Initial Contact Protocol
- Do no erase any messages from the voice mail unless you have been authorized to do so.
- Record all phone and e-mail messages on message pad. Intended recipient keeps the white copy. Leave the yellow for records.
- When returning the call, (1) ask whether the client is able to talk to you about the problem at this time, (2) ask whether the client is currently safe, (3) ask whether the client or the Respondent has received legal services from Indiana University, POP, or the CLC in the past, (4) obtain the basic facts of the case, including the Respondent’s name, (5) arrange an initial interview time and give the client directions to the office.
- Do not schedule an interview in the POP office during POP or ILAC hours. Allow sufficient time for the interview.
- If you suspect the client does not meet POP guidelines, contact the Student Director who will obtain the advice of a faculty advisor.
- Check the electronic client and adverse party lists (located in H:/Clubs/pop) for possible conflicts. Call or e-mail Jean at the Community Legal Clinic and ask her to perform a conflict check on both names.
- If a possible conflict exists, contact the Student Director who will obtain the advice of a faculty advisor.
- Add the client’s and Respondent’s names to the appropriate electronic conflict check lists.
- If the client does not appear for the interview, attempt to contact the client to reschedule. If unable to re-establish contact, contact the Student Director before ceasing to work on the case.