IHTM02163 | Communications: Personal applicants: telephone conversations with personal applicants

Note: The instructions on this page are in addition to the general instructions on use of telephones (IHTM02191) and should be read alongside these.

You may find it easier to resolve some questions you have on the phone, or to find out what is happening if the Personal Applicant (PA) is not replying. When speaking to a PA on the telephone you should remember that the PA knew or was related to the deceased and has suffered a comparatively recent bereavement

When making a call, you should start by checking it is convenient to discuss the matter now. If not, make alternative arrangements to call back or for them to call you. It will save time if you are properly prepared when making a call. You should be aware of what information you need. You should think about:

• what you want to ask

• how you will respond to the likely range of answers

• what other questions you might need to ask

• what information you want to give

• the likely response from the PA

• how you will respond

• what the PA might ask you, and

• how you might answer

It may help you to write a checklist to make sure you do not miss anything. You should make detailed notes (IHTM02196) of the conversation as a record for the file, on the telephone note template. This is particularly important in case of misunderstandings over what was said.

During the call, make sure you listen carefully to what the PA says. You can check that you have done this by summing up what has been said, and what each of you has promised to do as a result of the call

After each call, except the most straightforward, you should consider writing to the PA confirming what was discussed or resolved, or repeating the information you gave