Phone | Choices of WNC

PHONE GUIDELINES

Hello, Thank you for calling Choices Family & Pregnancy Center, this is ________________.

How may I help you?

Address: 1262 Andrews Rd. Murphy NC

P.O. Box 478

Phone: (828) 835-3444

Hours: Tuesday, Thursday, and Friday

10am – 3pm

Services we provide:

Abortion After Care
Birthing Classes
Fatherhood Classes
Lactation Classes
Parenting Classes
Pregnancy Classes
Adoption Information
Baby Food & Formula
Diapers & Wipes
Pregnancy Testing
Gently Used Clothes

The purpose of the telephone conversation with the caller is to make an appointment for the client at the center. It is not to give a solution to her problems or persuade the client to not choose abortion. Callers often feel ambivalent and anxious about seeking help. Therefore, both the tone of voice as well as verbal messages need to convey to the caller that it is safe to come to the center.

It is important to keep in mind that every telephone call will be different, just as every client is different. The person answering the phone should be sensitive to the needs of each individual who calls.

It is generally not necessary to engage in a long and involved conversation. Remember that the primary purpose of the conversation is to encourage the client to come n to the center. It may be necessary to use the helpful skills to reduce anxiety, but, in most cases, a shorter conversation is all that is needed.

Answer all questions directly. The caller will not come into the center unless she knows the center will provide her with something she needs. There are at least three things the center can provide for the abortion vulnerable women:

Free pregnancy test
Education about all the options
Connect with the caller volunteers can connect with clients even on very short phone calls.

Connecting involves bridging the gap that exists between a helper and a client. The gap represents the fact that you are strangers with possibly very different world views, different life circumstances, even cultural and economic differences. Avoid the use of religious language that would only be understood by someone of that religion. The gap is also created by different agendas or expectations of the helper in the Want as to what will happen during your time together.

Connecting is much more than just establishing rapport or reducing anxiety. It is a willingness, through the power of the Holy Spirit, to let go of your own desires and expectations in order to meet the client at her point of need. It is a process that builds intimacy and mutual understanding and involves concentrated listening to the client and reliance on the Lord.

Client Calls. If someone calls the center asking for a client, tell the caller you cannot confirm that the person is at the center. If they would like to leave a message, take their information and provide it to the client.

Abortion Minded Clients: If the caller ask if we do abortions or can help her find a place that does them refer to the “if the caller ask about abortion” page. Let the client know that we do not provide abortions but we can provide them with information about abortion. We can provide her with a free pregnancy test to confirm the pregnancy.

Talking to the caller about abortion

Many clients who call the center for help are convinced that abortion is the only alternative. The helpful volunteer can have a profound impact on the decision-making process by showing compassion and offering support to the caller.

When a caller suggests abortion is her best option, listen to her reasons for wanting an abortion. Do not trivialize those reasons or offer instant solutions. The client will not hear what you have to say unless she is sure that you have heard and understood her dilemma.
The best decisions made are based on good information. She needs factual information about fetal development, abortion, and alternatives to abortion. Encourage the client to get all information she can before making such a life-changing decision.
If you discuss abortion procedures and possible complications, you should remain objective. You need to be knowledgeable about abortion and able to discuss it all the different ways.
Talk to the client as an individual, with genuineness and empathy. Inflammatory language such as “killing your baby” or “murder” must not be used. In most cases, the client feels frightened and trapped, and is uninformed about what abortion involves.
When a client knows that you sincerely care about her, that the center offers reliable information, and that support is available, you are then beginning to equip her to make this most important decision.

Possible Questions & Answers

Can I confirm my pregnancy?

We have a nurse in the office on Tuesdays if you need confirmation of pregnancy to get assistance.
We also have Self-Administered test available; this would not be sufficient for proof of pregnancy to get government assistance but are available any time we are open.

Do I need to make an appointment?

Appointments are recommended. However, walk-ins are welcome depending on staff availability.

Do you provide assistance with getting diapers – clothes – car seats – cribs?

We are an earn while you learn program. We offer educational classes where clients earn points to redeem items.

How much does it cost?

All our services are free and confidential

Do you offer abortions, or can you refer me to an abortion clinic?

Our center does not offer abortion services or referrals. However, we can give you a pregnancy test, abortion education, and information about your options.

Will my family/boyfriend be notified about the results of my appointment?

No. Your visit is completely confidential. No information is released without your consent. By law we are required to report cases of sexual/physical abuse of a minor.

What kind of support can I expect if I choose to terminate my pregnancy or if I have already had an abortion?

We will receive you unconditionally regardless of your decision. We have post-abortion support classes available.

What if I choose to place my baby up for adoption?

We can give you contact information for different adoption agencies.

I think I’m pregnant. Can you help me?

Yes we can. We offer free pregnancy tests and help for pregnant women. All our services are free and confidential. I can make an appointment for you. Would you like that now?

My doctor told me that I’m pregnant. Do you do or refer for abortions?

Our center offers information on abortion and help for pregnant women. If you are considering abortion, you must be under a lot of stress right now. My name is ________ and I am here to help you. Would you like to tell me a little about your situation?
Would you like to come in for an appointment to discuss your options?
I can imagine that you might be facing on of the greatest personal crisis. I encourage you to get the facts about all your options before you make a decision about this pregnancy.

My friend thinks she is pregnant and she wants an abortion.

(keep in mind that the caller may actually be the client)

Has your friend had a pregnancy test? Our center offers free pregnancy test, information about abortions, and help for a pregnant woman. My name is _____ and I am here to help. Would you like to make an appointment for your friend?

I had unprotected sex last night. How soon can I know if I’m pregnant?

The pregnancy test that our center uses indicates pregnancy around 10 days after conception has occurred. Our tests are free and we offer help for pregnant women.
I can imagine you are feeling under a great deal of stress right now. I can make an appointment for you in 10 days or if you can come in sooner to talk with someone about your situation, we can make an appointment sooner. Would you like to do that?

Do you provide the emergency contraception pills? (aka morning after pill)

Our center offers free pregnancy tests, information on abortion, and help for pregnant women. We don’t provide or refer for the emergency contraception pills or any other type of abortion. I can make an appointment for you to talk with someone. Would you like to do that?
The pregnancy test our center uses can usually indicate a pregnancy around 10 days after conception. I can make an appointment for you in about 10 days if you would like.

Do you provide birth control?

Our center does not provide or refer for birth control, but we are here to help you sort through the concerns you may have about sexual activity. We offer information about abstinence, sexually transmitted diseases and healthy relationships. Would you like to make an appointment?

I think I have an STD. Can I come to your center for treatment?

Our center does not treat sexually transmitted diseases, but I can give you the names of several clinics/doctors that do. We are also here to help you sort through the concerns you may have about sexual activity. We offer information about abstinence, sexually transmitted diseases and healthy relationships. Would you like to make an appointment?

I had an abortion three years ago and it really bothers me. Can you help?

Yes, we can. You can meet individually with someone to talk about how you’re feeling. Our center also offers groups where you can meet with other women who’ve had the same experience. Many women are surprised at how badly they would eventually feel after having an abortion. It takes a lot of courage to ask for help. My name is __________. Would you like to make an appointment?

Do you have the morning after pill?

We do not provide the morning after pill but we can provide you with information on the pill.
Do you believe you may be pregnant?
Before taking the morning after pill it is advised to take a pregnancy test to confirm you are not already pregnant. We can provide you with a free pregnancy test. Would you like to make an appointment?
How long has it been since you had unprotected sex? I only ask because the morning after pill should be taken within 72 hours.