• Always know with whom you are talking. Keep a note of the name, and the date and time of call.

• Identify yourself and specifically state the purpose of your call.

• Be prepared to offer basic facts about your child which are relevant to the agency you are calling.

• Have records available (with identification numbers, dates, etc) and encourage immediate action.

• Be goal-orientated. Know exactly what you want. Focus on your goal until it has been achieved.

• Be direct and confident, yet positive and polite.

•If you are not satisfied, ask who else you may speak to.

•Convey a sense of cooperation. For example, "How can we work with each other?"

Source: Based on an article by Lynn Ziraldo in Parents as Partners