Clickability is passionate about helping NDIS participants find their perfect provider - and that could be you! In this guide, we want to explain how you should contact a participant after accepting their Service Request, to give yourself the best shot at working with that participant.
1. View the participant's Service Request
After accepting the participant's Service Request (using Clickability's Reserve feature), you will be able to view that Service Request in your dashboard. You will be able to view what type of services the participant needs and any additional information that the participant deemed relevant.
2. Reveal the participant's contact details and confirm their preferred contact method
On the bottom right of the Service Request, you need to then reveal the participant's contact details. This allows you to see their phone number and email address in full. If the participant has nominated a preferred contact method, we will also share this here. This could be a call, SMS, or email.
3. Contact the participant
Please contact the participant using their preferred contact method within 2 business days of accepting the request. Whenever you're contacting the participant for the first time, it's vital that you introduce your business, tell them how you got their contact details (Clickability, of course!), and ask them a few questions about what they need. Be sure to check if they have any questions too.
Remember that up to two other providers might be contacting the participant, so you need to be professional, supportive, and friendly to best showcase your business!
To help you, we've written the following templates, to increase your chances.
First Contact Templates
Email Template
Subject: How can we best support you?
Hi [Participant's First Name],
I'm [Your Name] from [Your Business Name]. We recently accepted your service request for [Service Type] on Clickability and wanted to get in touch to see how we can assist you!
Firstly, how would you prefer us to communicate with you? Please let us know if you prefer phone calls, text messages, or emails.
Is there anything specific you’re looking for or needing as part of your request? Do you have any questions for us about what we do?
[A brief introduction about your business, highlighting your experience, services, or what you’re proud of.]
Would you like to proceed with [Your Business Name]? If I don't hear back from you, I’ll follow up on [Date, which should be in two business days' time]. We're here to help!
If you have any questions, feel free to contact us. Thanks so much for your time.
Best regards,
[Your Name]
SMS Template
Hi [Participant's First Name], I’m [Your Name] from [Your Business Name]. We accepted your service request for [Service Type] on Clickability. How do you prefer us to communicate with you: phone call, text, or email? Let us know how we can assist! If I don't hear back, I’ll check in on [Date, which should be in two business days' time]. Thanks!
Voicemail Script
"Hi [Participant's First Name]. My name is [Your Name], and I’m calling from [Your Business Name]. We recently accepted your service request on Clickability. I was hoping to confirm how would you prefer to communicate with us going forward: phone calls, text messages, or emails? I'd love to discuss how we can best support you and see if you'd like to proceed. You can reach me on [Phone number]. If I don't hear from you, I will follow up on [Date, which should be in two business days' time]. Thanks so much!"
Follow-Up Templates
If the participant doesn’t respond to your first contact, use the following templates:
Follow-Up Email Template
Subject: Checking in—we’re here to help
Hi [Participant's First Name],
I wanted to follow up on the service request you submitted on Clickability. We’re here to support you with [Service Type] and want to ensure we’re connecting in the way that works best for you.
We recently tried to reach you but haven’t heard back. If you still need support, please let us know. If I don’t hear back, I’ll try contacting you again on [Date, which should be in one week's time].
If there’s a better time or method to reach you, please let me know!
Best regards,
[Your Name]
Follow-Up SMS Template
Hi [Participant's First Name], it’s [Your Name] from [Your Business Name]. We recently tried to reach you regarding your service request on Clickability. If you still need our support, please reply. I’ll follow up again on [Date, which should be in one week's time] if I don’t hear back. Thanks!
Follow-Up Voicemail Script
"Hi [Participant's First Name]. it’s [Your Name] from [Your Business Name]. We recently tried to reach you regarding your service request on Clickability. If you still need our support, you can reach me on [Phone number]. I’ll follow up again on [Date, which should be in one week's time] if I don’t hear back. Thanks so much!"
Final Contact Templates
If there has been no response after multiple attempts:
Final Email Template
Subject: Last Call—we’re here to support you
Hi [Participant's First Name],
We’ve been trying to reach you regarding your service request on Clickability. We understand that it can be overwhelming, but we want you to know that we’re here to help and support you.
If you still need our assistance, please reply with a simple “Yes” or “No.” If you reply “No,” we’ll stop contacting you.
We’re here for you whenever you’re ready. Take care!
Best regards,
[Your Name]
Final SMS Template
Hi [Participant's First Name], it’s [Your Name] from [Your Business Name]. We’ve been trying to contact you about your service request. If you still need our help, please reply “Yes” or “No.” If “No,” we’ll stop reaching out. We’re here whenever you’re ready. Thanks!
Final Voicemail Script
"Hi [Participant's First Name]. it’s [Your Name] from [Your Business Name]. We’ve been trying to contact you about your service request. If you still need our help, please call me on [Phone number]. If I don't hear from you, we’ll stop reaching out. We’re here whenever you’re ready. Thanks!
4. Use 'Internal Notes' to keep track of your conversation
After talking to the participant, keep track of your conversation by using the Internal Notes feature. Type in the field provided, then click save. An example:
21/10 - left v/m
30/10 - sent text
01/11- spoke to participant and they asked for a call back in 2 months