Front Desk Scripts
General information
about what we do:
At LPLC we address learning challenges:
o
o Math (including dyscalculia)
o Writing (including dysgraphia)
o Study skills/organization
o Social emotional issues (including Aspergers)
o Attention (ADD/ADHD)
We provide evaluations for individuals of all ages with learning differences and disabilities.
· Evaluations identify causes for learning difficulties and assess the individual’s strengths and needs as well as looking at how feelings and behaviors affect learning.
· Evaluations are used to develop a remediation program, help a school better understand the student’s needs, and help plan for school accommodations.
· Our testing is done by a team of licensed psychologists, school psychologists, counselors, social workers, and teachers.
Student remediation is NOT
LIKE TUTORING!
· Remediation is a one-on-one corrective educational process to teach students how to learn so they may apply their own unique style of learning to present and future challenges.
· Remediation provides strategies for becoming an independent learner and growing in self-confidence
· Tutoring is providing educational assistance, offering support in specific subjects, or helping students to catch up. Most tutors are not qualified to diagnose learning disabilities or provide specific strategies to facilitate learning for the individual with a learning disability.
We also offer support services to help clients and family members deal with learning disabilities (counseling and small groups).
Additional Services we are currently providing
·
Ask the caller if
·
Explain that we
typically start the process with a parent interview and offer to schedule that
appointment.
·
Tell the caller that
depending on the testing they need, it is possible that we can do both the
parent interview and the testing at the same time, but that you need to confirm
this with the Clinical Team Director.
·
Tell the caller that
we will contact them if adjustments need to be made in the appointment
schedule. Notify the Clinical Team Director (Anne Clohessy) that a Connections
appointment has been made.
NOTE:
Proctoring Tests for BYU
When
caller asks about Test Proctoring say:
·
Has BYU has been
notified that LPLC is the site selected to proctor the test?
·
When we should expect
the test to arrive at the Center?
·
Please call Nick
Goodman at ext 108 to schedule an appointment for testing.
·
The proctoring fees
are:
o $25 per hour w/out providing any special accommodations
o
$60 per hour providing
accommodations as approved by BYU (such as having the test read, or computer use)
We provide professional development services to teachers and administrators in research-based literacy methods to improve teacher instruction and student interventions. Teachers come away with the latest cutting edge strategies and enhance their professional development. We deliver these services at schools and in the districts across the state as well as hosting classes at the Center. For more information visit our website: www:LPLearningCenter.org
§
Website
address is www.LPLearningCenter.org
§
Giving
out staff member’s Center email addresses: the address is the first letter of
their first name, followed by their last name, followed by
@lplearningcenter.org
§
The
general email address is info@lplearningcenter.org
§
At no time give out staff member’s personal information
Intake “Script” – Specific Information
for Callers Asking about Services for LD
Generally, the phone conversation is initiated by question, such as what services are offered at LPLC. (See “FAQ’s” below). Depending on the level of interest displayed at the initial conversation, either offer to send an information packet (enter into Intake Tracker, as well) or provide additional information as follows:
The way we have found the evaluation process to work the best is to start with a “diagnostic interview”. This is a meeting with the parents or adult client and one of our clinicians. At that time, a more detailed history can be obtained and appropriate records can be reviewed. This may include review of developmental history, medical history, relevant family history, as well as a more thorough review of school or academic records, and previous testing, if any.
There are many different tests that can be used to evaluate learning differences; this initial interview is crucial because it helps us determine “where to shine the flashlight” so that we can get the most accurate information about how you/your child learns and processes information.
During the evaluation process, we are able to get a clear sense of your child’s/your individual learning profile, including both strengths and areas of need. Attention is also focused on how feelings and behavior may affect learning.
Following this evaluation, you will be provided with a very thorough report, including findings and recommendations. The report and finds can be used to design individualized services at the Center; to help the school or workplace better understand the individual’s needs; and/or to provide information to other professionals, such as doctors or counselors.
Would you like for me to send you an information packet that provides written information about the services we provide, as well as information about cost? (If yes – enter information into Intake Tracker and send packet).
Would you like me to have our Program Services Coordinator (Lori) call you to discuss your child’s particular needs in more detail and/or give you additional information about the Center? (If yes, give message to Lori for follow-up).
I
would also invite you to visit our website, if you haven’t done so
already: www.lplearningcenter.org
Intake FAQ’s
What services are available at the
For individuals with learning differences, we offer:
evaluations
remediation (different from tutoring because it teaches basic skills and does not help with homework assignments)
individual counseling for issues related to learning differences
small groups to focus on skill sets such as improving study and writing skills
groups where students can strengthen social skills
academic coaching
Do you do IQ testing?
We can test IQ. We request that you complete a history form and meet with the evaluator both before and after the testing so that the results are interpreted within the context of the “whole person”. A 2-3 page report is provided.
Note: if requested: Send 10-page PQ, schedule brief interview time, testing, and feedback.
What is academic coaching?
Coaching is similar to counseling. Through coaching, individuals learn skills such as organization, time management tools, test-taking strategies, self-advocacy in the classroom or workplace, and other ways to manage their learning differences.
Who does the testing?
Testing is done by a team of evaluators, including a Licensed Clinical Psychologist who heads the team. Other team members include school psychologists, master's level counselors, school psychology interns, social workers, and teachers. (Interns work only under the direct supervision of a licensed psychologist or school psychologist).
How is remediation different from tutoring?
You/your child will work on a 1:1 basis with an education specialist to address the specific areas of need identified in the evaluation process. The focus will be on learning new skills, rather than helping with specific assignments. We use research-based methods that are multisensory, with each new skill building on the one before.
How long does remediation take?
Learning disabilities are a life-long challenge and each individual learns differently. It is difficult to determine how long a student will need remediation. All clients initially enroll for a semester. Many continue throughout the year. Formal assessment of progress is measured after a student completes more than 48 hours of remediation.
How much does this cost?
(Review costs directly from the current fee schedule). “The Center offers financial assistance for clients, ranging from 5% to 95% reduction in fees, based on income and family size. For example someone making less than $20,000 per year may receive a 95% discount. This discount rate decreases as income goes up but also takes into account your family size. If you think you may qualify for financial assistance, I can include an application in your information packet. The process is very easy. It requires a one-page application and a copy of the first two pages of your most recent tax return. Would you like me to include an application for financial assistance in your packet?”
Do you take insurance?
Insurance coverage depends upon the type of policy an individual has. Insurance often covers part of the evaluation or counseling, but typically does not cover education-based services, including remediation or academic coaching. We do bill insurance companies; however, some insurance carriers require the insured to initiate the process, particularly for the initial meeting. I would encourage you to contact your carrier for information more specific to your plan’s coverage. If you need assistance, let us know. The Center is a preferred provider with Blue Cross of Idaho.
Do you take Medicaid?
Unfortunately, Medicaid will not cover our services, as we do not have an MD on staff. However, if finances are a concern, I would be happy to include an application for financial assistance in your information packet. Most individuals who qualify for Medicaid would qualify for a substantial reduction in the fees.
How soon can I get in? Can I schedule that first appointment now?
We generally can get clients in for the initial interview within 2-3 weeks. If you are ready to schedule, I can have the Program Services Coordinator call you to set that up at her earliest opportunity. Scheduling the evaluation is done at the time of the diagnostic interview, so that we know how much time to allow for testing.
Note: For any questions that are not addressed above, or if caller is sharing more than just very basic information, let them know you would be happy to have the Program Services Coordinator (Lori) return their call to discuss their questions and concerns in more detail.
q If question is a general one and you don’t know who to transfer the call to.
“I am sorry I don’t have that information. Please give me your number and I will call you back after researching it.”
q For specific questions, transfer the called to the following individuals:
Billing: Deena Kolb (extension 110) – she is only in the office Tues and Thurs
Take a message and email it to Deena
Or Forward call to Deena’s voice mail
Call could also be forwarded to Mary Goff (ext 109)
Services we provide (testing/counseling…) and information about insurance:
Lori Sirs (extension 106)
Information about remediation: Nick Goodman (ext 108)
Information about teacher education classes: Jeri Jessup (ext 101)
Media Relations - Calls or visits from newspaper, magazine, TV or radio reporters should be directed to the Kristin (ext 126). If she is not available, refer them to the Executive Director or Department Head in the area of question
Other questions about the Center and its operation (equipment/phones, etc) – Mary (ext 109)
Questions from Current Clients:
Billing and Payment
The Center bills after the 20th
of each month for services rendered during the last 30 days. If your insurance
company is being billed, you will not be required to make payment on any of the
services covered by insurance until the insurance payment has been received.
Payment for services not billed to insurance should be made within 30 days. If
you are unable to pay the full amount due, we can set up a payment plan. For
more details about this program, I will have the Bookkeeper or Director of
Operations call you.
Client asks about current bill – Bookkeeper or Director of
Operations is not available
Because of the Center’s
confidentiality policy, I do not have access to that information. The
individuals who do are currently not available. Our bookkeeper works on Tuesday
and Thursday and the Director of Operations is not available at this time. If
you will give me your name and phone number, I will have one of them call you
as soon as possible”.
Remediation – the
Next step
My
evaluation is complete, and Remediation has been recommended – what is the next
step?
Recommendations for Remediation are forwarded to the Education Department. You will then be contacted about preferred days and times for scheduling, and the student will be matched with an Educational Specialist, based on availability and areas of particular expertise. After you have committed to pursuing remediation, work begins on the Remediation Plan.
What
is a “Remediation Plan”?
The Remediation Plan is like a road map; it outlines the goals (where we are going) and the methods (how we will get there). Because the plan is individualized for each student, there is a $90 fee for the plan and the meeting to discuss the plan. This meeting is called the Remediation Plan Meeting and is scheduled when an Educational Specialist is assigned to your child and the plan has been written. During this meeting you will meet your child’s Education Specialist and review the Remediation Plan and have the opportunity to ask questions. Before remediation begins, the Remediation Plan meeting must take place and all Financial Agreement forms must be signed.
How
long does this process take?
It depends on a number of factors, including available slots with educational specialists, the time required to develop the Remediation Plan, and your schedule. If a slot is available that meets your scheduling needs, the amount of time from referral for Remediation to starting Remediation typically takes 2-3 weeks. If a student is placed on a waiting list, you will be contacted on a regular basis to update you about availability and planning.
How
often do students come for Remediation?
Most students come for 2 hours twice a week during the regular school year. Older students may come for one and a half to two hour blocks once a week. Most Remediation times are scheduled on Monday & Wednesday, or Tuesday & Thursday. Remediation Calendars tend to follow a school year calendar, although students can begin Remediation mid-term if an Educational Specialist is available.
Will
there be homework?
All work with the Educational Specialist is completed during scheduled Remediation time. If you have questions about how to support your student’s Remediation through at-home activities, please speak with your Educational Specialist.