Third Party Authorization

What happens when someone other than the client calls in?

There may be a few situations where you will run into someone other than the client calling in.

Client is incarcerated, hospitalized, or deceased

If you run into one of the following situations, please remember to first provide compassionate support to the caller.

Then you need to review the SOP for the Misc./FAQs section of the SOP. There is typically information that we may require of other departments that we need to reach out to.

Client has someone calling on their behalf

If someone calls on behalf of the client, you will need to check for third party authorization.

1. Check the client log. This note should come from CRT, and this should include a specific person's name that is authorized to speak on the client's behalf.

2. You will also check the File's tab. There will be the third-party authorization form that should be uploaded.

Caller is on the line with the client but will handle the call

1. Ask the client to get on the line and go through verification.

2. Have the client give verbal permission.

3. Notate the account of the verbal permission (This is only valid for the current call)

4. Client needs to stay on the line with the caller.

What to do if the client needs a third-party authorization

1. Download the third-party form here

For Confie

Go to the training site under "Confie Service" or click "here"

Select "Client Forms"

Download the specific form needed.

2. Send this form to the client

Options

• Email

• Email form (Confie agents) https://submit.jotform.com/231773536572159

• Fax https://faxzero.com/