4. Tracking

4.3. TRACKING BY TELEPHONE

Tracking by Telephone

Telephone contact is an essential component of a successful tracking and locating strategy. Telephone calls are used to contact the client directly and also to contact others who may provide new information on the whereabouts of the client. It is usually best to wait one to two weeks after letters have been sent before attempting telephone contact. This lag time allows willing clients to schedule an interview appointment after receiving a letter, and thus saves the time and resources that would have been spent making unnecessary calls. This section suggests whom to contact, what to say on the phone, how to proceed when phone numbers are disconnected, and how to leave messages on answering machines. It also discusses the use of Directory Assistance and the usefulness of reverse or cross-reference directories.

Start the process by calling the telephone numbers from the Locator Form. Be sure to record every telephone attempt on the locator log for the client being called (see Appendix A for an example). Several outcomes can occur from these attempts. The best outcome, of course, is that the client, or someone who knows the client personally, answers the call. The more likely outcomes include (1) that the number has been disconnected, (2) the number has been changed to a new number, which may be unlisted; or (3) the number is a new number for someone who does not know the client.

Caution : When making telephone contact with clients, make absolutely sure that you are talking to your client before divulging information about the nature of the study. Ask the client to state where the intake interview took place or to provide his or her birth date and verify these with your records. Tell the client that this is done to ensure confidentiality. Also, ask if this is a good time to talk, and make certain that the conversation is not being overheard by someone else.

Sometimes a number that is reported as disconnected or changed was actually misdialed, so it is important to try the number again to make sure. When the person answering the call does not know the client, verify that the correct number was dialed. Also, check for area code changes (see Appendix F) because the telephone company redirects callers to the new area code for a limited time (usually six months). After that time, you will get a "not in service" message or the number is reassigned.

On some occasions a number is "temporarily disconnected," as a result of an overdue telephone bill. It is important to continue calling this number periodically on the chance that service has been restored.

Family and Friends

When a valid number is called, and someone other than the client answers, it is important to remember that this may not be the first time the answerer has been called about the client by unknown persons. Others who may call include law enforcement officials, bill collectors, former friends or partners, lawyers, social workers, etc. Often the person who answers is screening calls to protect the client. This is a primary reason why the locator/interviewer's presentation is critically important for a successful call. Begin the call by introducing yourself and the organization conducting the study, then explain that you are trying to get in contact with the client for a health study. If the study is prospective, also mention that the client expressed interest in participating in a study some months or years ago and that this is a reminder call. If the person you are speaking to is listed on the locator form, mention that the client "gave us your name as a contact because he/she thought you would know where he/she is."

If the person is somewhat hesitant or less than forthcoming with information about the client, describe some general details about the study, such as the number of people participating in the study, the payment given to participants, and that the interview is conducted at the client's convenience. Under no circumstances is any detailed information shared about the study. If the person asks if this is the study about drug abuse, explain again that this project is a confidential health study.

Ideally, the person will provide the necessary contact information about the client. If the person appears uncertain or nervous about revealing any information, just leave a telephone number and ask him or her to pass it on to the client. In all telephone locating attempts, always thank the person for his or her assistance and strive to end the call in a courteous manner that will ensure receptivity to future calls. After a few calls, the person may feel secure enough to provide the information needed to locate the client.

Employer Contact

When it appears that the telephone numbers on the Locator Form for the client's family or friends are not productive, it then becomes appropriate to call the client's employer. Any calls to the employer must be completely discreet. In the first call, ask to speak to the client, but do not formally introduce yourself and the organization, or mention anything about the study. If the employer wants to know who you are, give your full name, but again do not mention the organization or study. If the employer asks to know who you represent, then name the organization. At this point, the employer is likely to let the client take the call or will offer to take a message. This confirms that the client is employed at that business.

It is also possible that the employer will state that the client no longer works there. The locator/interviewer can then discreetly probe the employer for locating information. Please note, however that to avoid litigation, most organizations will release only dates of employment and position title. Still, you might ask the following questions:

  • How long ago did the client leave?
  • Did the client find other employment? If yes, where and with what employer?
  • Do you know how I can get a message to the client?
  • If you happen to see the client, could you pass a message on to call me?
  • Do you know anyone else who might be able to get a message to the client?

CASE STUDY: We called one employer, an auto wrecking yard, trying to locate our client. The manager said our client no longer worked there but was still living in a nearby motel. He even provided us with the name and phone number of the motel.

Answering Machines/Voice Mail

The use of answering machines and voice mail is now common, but also popular are Caller ID, Call Blocking, Call Forwarding, Call Back, pagers, facsimile transmissions, and cellular telephones.

These services create both opportunities and challenges for those trying to locate study clients. For instance, installing Caller ID to identify incoming calls can prove to be quite useful for the study. However, while a client may not have Caller ID on his/her phone, other people you call in an effort to locate the client may have Caller ID. This could potentially cause a problem if the locator/interviewer placing the call leaves a number that is different from what appears on the Caller ID device.

When an answering machine or voice mail picks up a call, you need to decide whether it is appropriate to leave a message. If you are calling a phone number that is directly connected to your client, such as one the client listed on his/her Locator Form, then leaving a message is appropriate. If you are calling a phone number not directly connected with your client or not provided by your client, such as a number obtained from Web-based White Pages, then it is usually better not to leave a message. This will prevent confusion among tracking staff when the wrong "John Doe" returns a call. Try the number at a different time of day in hope of finding someone home.

When you do leave a message, make it brief, introducing yourself and the organization and say that the purpose of your call is to get in contact with the client. Make sure you mention that you have an "800" number or will accept collect calls, if that's the case. If no one returns the call, try again at different times of the day and on different days. Having a different person leave messages may be helpful, as some people become weary of repeated contact. This works well, especially if a client has been reluctant to call back because they're avoiding a particular staff member. Calling in the evenings or on weekends will often produce results because people are often home at those times.

HINT: Be sensitive to gender and ethnic issues. For example, if calling a client's girlfriend to obtain information, a male caller might get a better response than a female caller, who might be considered a rival girlfriend. Also, minority clients and families might be less suspicious of someone from their own ethnicity calling than if it is obviously a white person making inquiries. However, sometimes the opposite works. So if one tactic doesn't work, switch to another.

Leave only two or three messages over a two-week period. People with answering machines sometimes screen their calls. If there is no response to the messages after several weeks or no one answers, move on to other locating strategies. Make sure you record all calls and the results on the Contact Log sheet. Remember to include:

  • The number called
  • Name of the person you spoke to
  • Day and time you called
  • The message you left (with a person or on an answering machine)

Directory Assistance/Telephone Book

In much of the country, Directory Assistance is no longer provided by operators in the local area and it is no longer inexpensive. Still, the easiest way to get the phone number of a client may be to check your phone book or call Directory Assistance. Give the name and address of the person you are trying to locate, (e.g., John Smith at 345 Foxhole Dr.). If there is no listed number for that name at that address, ask if John Smith has an unlisted number. If he does and your letters have not been answered, you may need to go in person to the address. If there is no John Smith at 345 Foxhole Dr., but there are three others by that name in the city or area, get the phone numbers for all of them and start dialing. You may get lucky. This, of course, is only feasible if your client has a fairly uncommon name or you are searching in a small area.

Sometimes you may be able to get an address from Directory Assistance. Ask for the person's phone number and address (this works best when there only a few listed under that name). Also, if you have a phone number and need an address, you might ask for the number and say: "Is that at [made-up address]?" The operator may respond with: "No, it is at 345 Foxhole Dr." Not all operators are equally cooperative. If you are not getting much help, it may be a good idea to wait and call again, hoping that another operator will answer and be of more assistance.

Reverse or Cross-Reference Directories

Reverse, or cross-reference, directories are useful when an address might provide leads but no phone number is available. The companies that produce these directories tend to specialize in specific states. If the company you contact does not cover your state, ask them to refer you to the one that does. Reverse directories list all street addresses in a city or county, with the owners or current residents and, if available, a phone number. Conversely, if only a phone number is available, the directory shows the name and address associated with that number. Reverse directories can often be used free at local libraries, and some libraries will provide a limited look-up service by phone through their reference desk (e.g., the reference librarian will look up a maximum of three phone numbers or addresses). If your usage will be limited, this may be your most cost-effective route. You may want to subscribe to a national look-up service. Most of the companies listed below provide that service. Generally, reverse directory services specialize in certain regions, whereas the look-up services are national (data is shared within their association). Although somewhat costly, look-up services provide more up-to-date address information than that obtained from printed directories or CD-ROMs. We have had good success with Haines, but all of the firms listed below provide similar services.

Haines & Company, Inc., publishes criss -cross directories for California, Georgia, Illinois, Indiana, Louisiana, Missouri, the Washington, D.C., area, and Virginia (all directories are available on CD-ROM). Haines also provides a national look-up service over the phone, by fax, or by mail. In addition to providing addresses and phone numbers of clients, Haines can supply names and phone numbers of the two closest neighbors. If you are not able to locate your client directly, contacting a neighbor may bring results.

Haines & Company, Inc.
8050 Freedom Ave. N.W.
North Canton, OH 44720
http://haines.com/
800-843-8452

Cole publishes reverse directories for cities in 32 states and has a national look-up service. Services are also available online and on CD-ROM. In addition to reverse directory services, change of address records, names of all adults in a household, and neighbors with phone numbers are also available.

Cole Information Services
901 West Bond
Lincoln, NE 68521 -3632
http://www.experian.com/cole_directory/index.html
800-283-2855

Bressler publishes reverse directories for Florida, Indiana, Michigan, and Wisconsin (all available on CD-ROM). Bressler also provides a national look-up service.

The Bressler Company
Executive Offices
684 W. Baltimore Street
Detroit, Michigan 48202
http://www.bressers.com/crisscross.htm; http://www.bressers.com/natlib.htm
877-322-LIST (5478)

Hill-Donnelly, which recently acquired City Publishing, publishes reverse directories with extensive coverage of urban areas in Arizona, Connecticut, Florida, Georgia, Maine, New Jersey, New York, North Carolina, South Carolina, Vermont, and Virginia. They also have coverage of selected urban areas in other states. Their material is gleaned from local telephone companies, public records, U.S. Bureau of Census, Direct Marketing Association, and the U.S. Postal Service. These directories are available in print and in CD-OM versions. Hill-Donnelly does not offer a national look-up service.

Hill-Donnelly Information Services
10126 Windhorst Rd.
Tampa, FL 33619
http://www.hilldon n.com; http://www.citypubco.com/
888-525-1242

NOTICE: The content of this publication does not necessarily reflect the views or policies of the Department of Health and Human Services, nor does mention of trade names, commercial products, or organizations imply endorsement by the U.S. Government.