How to Have a Good, Helpful, Pleasant, Reasonably Successful Phone Call With a Social Service Agency

Robin Mead

As you have probably already figured out, calling Social Service agencies is not always all that fun.

It’s easy to get frustrated, and easy to get bad information, and easy to be told “no” even when you secretly suspect the answer is really “yes.”

This can happen at Social Security, Medicaid, Section 8, Housing Programs, Food Stamps, and many other places.

Here’s a few super clever, super helpful tricks readers here have tried to turn things around:

Don’t get mad

The people who work at these programs are not Gods and they don’t know everything. They are just regular people like us, that needed a decent job with good benefits, and maybe even wanted to help people. Now they are stuck in a job where all day long people are angry, upset, or frustrated at them. Getting mad at them is not going to make this situation better.

Try to be friendly and polite

Try to remain friendly and polite if possible. Appreciate any help they can give you, and if they can’t help you, keep politely requesting to speak to a supervisor or to someone who has more knowledge of the topic. If you are friendly and polite this will greatly increase the chances that they will be as well.

Don’t expect them to know the answer

There are a lot of regs at some of these programs. Especially Social Security. No one is going to know them all. Most Social Security employees are not trained in all the regulations, and sometimes they say weird, random things, which they think are correct.

Don’t assume they know the policies

Work with them to try to figure it out. It’s OK to say, “I’m looking at this policy here, number xyz, and I think this applies to my situation. Can you look at it with me and see how it applies?” It’s also OK to say, “Can you tell me the name and number of the specific policy where you are getting this information? Or can you put me on the phone who can tell me the name and number of the policy?”

Ask (nicely) To Speak to a Supervisor

Some people are afraid to ask for a Supervisor because they don’t want to create waves or file a complaint. Asking for a supervisor does not have to be adversarial. You can simply say, “Thank you so much for working with me to figure this out. I have a few more specific policy questions and I would love to speak with a supervisor there. Could you let me know the name of the person in charge of this program?”

Name Drop

Get the name of the last person you talked to. Then when you talk to the next person you can say, “I just spoke with Julie, and she suggested that you would be the best person to help me with an issue I’m having. Do you have a moment to hear my situation?” If you have ever spoken to a supervisor or manager, keep the name and keep using it. It is weird how well this works.

Get a Referral

You can also ask: “Do you know any other agencies or offices that might be able to assist me with this issue? Do you know the name of the director there or anyone there who might be helpful?” Then when you call the next place, you can start out by saying, “I was given your name by so-and-so from such-and-such office.”

Hang Onto the Good Ones

If you find someone helpful, always ask their full name. Ask if they have a direct number. Ask if they have an email address where you can reach them. Thank them for their help and let them know you are appreciative. All of this will come in handy next time!

Talk to the Right Person

The person who answers the phone is usually not the person you want to talk to. If you are not getting anywhere, do what you can to get them to transfer you to someone who knows more. You can also try asking, “I have a complicated, detailed question about such-and-such policies, is there someone there who specializes in this area? Could you let me know the name of the person who manages this program? Could you let me know that person’s direct phone line?”

The Golden Rule

Never take no for an answer over the phone. If you have not been turned down in writing, you have not been turned down. Period. Read a few great stories from a few smart chickadees who learned to: Never Take No for an Answer Over the Phone

Get It in Writing

It does not matter what someone tells you over the phone. They can tell you the best thing in the world, and it won’t count. They can tell you the worst thing in the world, and it won’t count. No matter what they say, you can always respond with “I need to get that information in writing. How can I make my request in writing? How can I get your decision in writing?”

Call Back

If you get someone difficult on the phone, try calling back and seeing if a different person answers. Or call a different extension. Or wait a few hours and then try. Sometimes you get a much better person. At the bottom of this page, there is a good comment for a reader who had success doing this.

Try Researching the Regs Yourself

If you are able to do this, you may discover some interesting things! Most agencies publish their regulations online. If you can’t find them, you can call and ask where they are. Big hint: Do not look at their website and read the program descriptions intended for the general public. In many cases, this will tell you nothing. Look for policy manuals.

Try One of These Magic Sentences

Sometimes one of these magic sentences will magically get you the results you want: Magic Sentences That Can Turn a No to a Yes. Contacting your Congressperson can also be a big help in certain situations.

Make a Script

Some of our readers find that it is easier to make this kind of phone call if they write down everything they want to say ahead of time.

Life Could Be Worse

Being poor and disabled sucks. But working at a Social Service agency can suck, too.

You have probably heard that dentists have some of the highest suicide rates of all professions. There is a reason for this. No one likes being in a job where everyone is afraid of them and unhappy to see them.

Not all jobs at Social Service agencies are bad, but many are. It is not fun to have to spend all day long telling poor, disabled people that they can’t get the help they need. It is also not fun having to spend all day trying to understand and follow complex rules and regulations that may be unjust or make little sense.

As much as you hate having to spend 30 minutes on a phone with this agency, imagine how this person might feel having to spend eight hours a day doing this.

If you start to get really frustrated and lost, just remember, life could be worse. You could have that job.