PAN CALLS

An example of what to say if a call is answered

Hi. My name is <your first name>. I'm calling from the cancer support organization SHARE because you indicated on your PAN or Patient Access Network application that you would like some support for MBC. Is now a good time to speak? (Note that even though this fund is exclusively for MBC patients, sometimes the early stage women apply, and we get them as a contact. I usually confirm that a person I am speaking with, has MBC - VG 4/9/20)

A few ideas on how to continue an answered call:

1. Discuss key salient points about SHARE (see below).

2. (optional) Disclose something about yourself, stressing your MBC status.

3. Invite a PAN applicant to tell her story (may be reluctant at first, but usually warms up to it pretty quickly).

4. Offer SHARE's support groups if applicable.

5. Ask to write down TalkMets number 844.275.7427, menu item '6'.

6. End conversation by inquiring if she wants to stay connected. Offer to check in periodically.

An example of what to say in a message

Hi my name is <your first name>

I received a message from the PAN Foundation to reach out to you. On your application you indicated you would like to be contacted by SHARE. We are a national nonprofit organization with programs to help support women going through an MBC diagnosis and treatment. To hear more about our services please call back at (844) 275-7427 option 6. We are open Mon- Sat. 9:30 am to 9:00 pm ET.

WHAT IS SHARE?

• NATIONAL nonprofit, established 44 years ago

• Mission - support, educate, empower, create community

• Extensive MBC program

• Unique, first of its kind dedicated peer-run TalkMets Helpline, live 6 days a week 12 hours a day, Monday-Saturday, 9:30am-9pm

• 1:1 peer support

• Expert-led educational programs and webinars

• Comprehensive resource guide

• Telephone support groups for MBC patients

  • Two weekly telephone support groups

  • Monthly telephone support group for young women

1. Open Google Sheet, named Pan Calls Emails (it was shared with you or you should be able to access it from this page)

2. You are only interested in the first tab, Preferred Contact Method Phone.

3. All the contacts with yellow background have not been actioned and are available on the first come first serve basis (pick a more recent contact first)

4. Select a row on the sheet and clear the background (it is possible that someone else is doing PAN calls at the same time as you)

5. Before making your call, check SHARE caller database. In the past we have seen multiple referrals for the same person, so just to make sure, check for the name in the database first.

6. Make a call. If there is no answer, leave a voice mail. (We usually leave it up to this PAN contact to call us back and don't call the same number again VG 4/9/20)

7. When done with the call, update the following columns on this sheet

L - Date Contacted

M - Volunteer (your initials or your name)

N - Notes

O - Reached? Yes/No

Next 2 columns are optional. They help me produce a monthly report.

8. Enter your notes in the database for every contact even those you were unable to reach (I used to make an entry only when I had reached a contact. It caused lots of problems in those rare cases when a person called back and a volunteer on the shift had no idea what it was about. - VG 4/9/20)

9. When creating a new caller entry for a PAN contact in the SHARE database, the only required item in the MBC survey is PAN Referral box. In addition, select "PAN Metastatic" in the drop down for How you heard about SHARE?

10. That's it. Thank you.