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CALL SCRIPT FOR RESERVATION PROCESS

Introduction:

[Click on Add Reservation at CrewFacilities.com Software]

Opening introduction:

Agent: Thank you for calling […]. My name is […] How may I help you today? I’ll be more than happy to assist you with your concern. May I get your complete name, email address and phone
number just in case we get disconnected?
Fill out Lead Contact Info:
Form Fill: Caller Title: ______________________
Form Fill: Lead POC Name: ______________________
Form Fill: Lead POC Email: ______________________
Form Fill: Lead POC Phone: ______________________

Agent: Before we get started, I would need to get your facility location.
Fill out Job Site Info:
Form Fill: Zip Code: ______________________
Form Fill: Street: ______________________
Form Fill: State: ______________________
Form Fill: City: ______________________
Agent: To make sure I collect your information correctly, please tell me which type of hotel reservation you’d like to make today:
A. A reservation for a hospital and healthcare WORKER that does not have symptoms of novel coronavirus/COVID-19 (cough, fever, shortness of breath)

All training materials are sole property of COMPLETE PROPERTY RESTORATION (CPR) and are not to be reproduced in any form or shape without written permission
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B. A reservation for a hospital and healthcare WORKER that currently does have symptoms of novel coronavirus/COVID-19. The person is coughing, has a fever or shortness of breath.

C. A reservation from a City agency or City service provider for a block of rooms.

Agent: Thank you for that information! In order to support you with your inquiry, I will need to ask you some questions, OK?
****Depending on the type of hotel reservation that the caller would like to make, ask the client and capture the following data and place it in the NOTE/ COMMENT SECTION and proceed with
the questions as instructed:
A. A RESERVATION FOR A HOSPITAL AND B. A RESERVATION FOR A HOSPITAL AND HEALTHCARE C. A RESERVATION FROM A CITY AGENCY OR
HEALTHCARE WORKER THAT DOES NOT WORKER THAT CURRENTLY DOES HAVE SYMPTOMS OF CITY SERVICE PROVIDER FOR A BLOCK OF
HAVE SYMPTOMS OF NOVEL NOVEL CORONAVIRUS/COVID-19. THE PERSON IS ROOMS.
CORONAVIRUS/COVID-19 (COUGH, FEVER, COUGHING, HAS A FEVER OR SHORTNESS OF BREATH.
SHORTNESS OF BREATH)

What hospital or healthcare facility are you affiliated with?
Form Fill: CALLER ORG: ______________________
What is your title?
Form Fill: CALLER TITLE___________
What is the address of the healthcare facility where these
individuals are working? We will attempt to find a hotel as
close to this address as we can.
FORM FILL: Work location address: _________________
How many people do you have?
FORM FILL: No. of people:
What is the name of the person you’d like to reserve a
room for?
FORM FILL: Client name: ____________________
Clients: Cell Phone Number: ____________________
Clients: Email address: ____________________
All training materials are sole property of COMPLETE PROPERTY RESTORATION (CPR) and are not to be reproduced in any form or shape without written permission
What hospital or healthcare facility are you affiliated with?
Form Fill: CALLER ORG: ______________________
What is your title?
Form Fill: CALLER TITLE___________
What is the name of the person you’d like to reserve a room for?
FORM FILL: Client name: ____________________
Clients: Cell Phone Number:
Clients: Email address:
Please provide the date of birth:
Where did the Client reside prior to entering the hospital?
Is there a reason the client cannot return back to their original
residences?
READ FOLLOWING QUESTIONS BEFORE CONTINUING:
Have you developed a comprehensive care plan to care
for your clients while they are staying in the hotel? This
care plan includes:
 Health and safety planning for your clients as
well as your staff
 24/7 on-site presence of your agency’s staff to
do repeated monitoring of your clients while they
reside in the hotels
 Ability to assist your clients with all activities of
daily living they may require
 Ability to ensure your clients who are
symptomatic remain in their rooms, under
isolation, until they are no longer symptomatic
for 72 hours
 Ability for your staff to bring meals delivered to
the hotel to the rooms of your clients, as well as
the ability for your staff to bring laundry bags
down from your clients’ rooms to the lobby for
laundry pickup (if available).
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Please provide the date of birth:
Where did the Client reside prior to entering the hospital?
Is there a reason the client cannot return back to their
original residences?
How many rooms are needed?
FORM FILL: No. of rooms needed:
____________________
We have a limited availability of accessible rooms that are
designed for people with mobility disabilities. Keeping our
limited availability in mind, do you need any accessible
rooms?
FORM FILL: Accessible room: YES/NO
IF YES: how many?
We have a limited availability of accessible rooms,
designed for people that have service animals. Keeping
our limited availability in mind, do you need any rooms that
will have a service animal?
FORM FILL: Accessible room: YES/NO
IF YES: how many?
Thank you for your cooperation. We will be calling you
back shortly to let you know what code your workers
should use when they arrive at the hotel.
All training materials are sole property of COMPLETE PROPERTY RESTORATION (CPR) and are not to be reproduced in any form or shape without written permission
Does (CLIENT NAME) have another setting, like their own home, or
a home of a family or friend where they can appropriately isolate
themselves? As a reminder, appropriate isolation in a home requires:
- A separate bedroom
- A separate bathroom, or the ability to clean or disinfect the
bathroom after every use
- Ability to access food or clothing by oneself, if a shared
kitchen, ability to clean and disinfect after every use
- Ability to monitor symptoms by oneself or by another that can
practice social distancing, which is defined by staying 6 feet
away from the client at all times
IF THEY DO HAVE THIS SPACE AND APPROPRIATE ISOLATION
AVAILABLE, TELL CALLER THAT CLIENT IS NOT ELIGIBLE FOR A
HOTEL STAY AND THEY SHOULD BE DISCHARGED TO ISOLATE
IN THE APPROPRIATE SPACE (END CALL)
IF THEY DO NOT HAVE AN APPROPRIATE SPACE, CONTINUE:
Does (CLIENT NAME) require skilled social services, assistance with
activities of daily living or medical monitoring?
IF YES:
PLEASE WORK WITH THE APPROPRIATE AGENCY TO
DISCHARGE THE PATIENT TO THEIR CARE. YOU CAN
CONTACT 311. THIS PATIENT MAY BE ELIGIBLE FOR A
HOTEL STAY, BUT ONLY IF THAT AGENCY CALLS THIS
BOOKING LINE AND IS ABLE TO PROVIDE SERVICES FOR
THE INDIVIDUAL DURING THEIR HOTEL STAY (END CALL).
IF NO: This client is eligible for a hotel stay. (CONTINUE
SCRIPT)
What is the client’s home address?
FORM FILL: Client address: ___________________
Can I have the name of the client’s primary care physician?
FORM FILL: Client’s doctor: ___________________
Can I have a contact phone number for the client’s primary care
 Ability for your staff to provide any medications
that the client may need.
FORM FILL: Comprehensive Care Plan in Place:
YES/NO (note the caller does not have to share a
written plan with the call taker, just confirm verbally that
they have one)
IF NO: I’m sorry, without a comprehensive care plan,
we cannot book this block of rooms for you. Please
work with your organization or affiliated City agency to
develop a care plan so we can assist you.
Is your organization affiliated with or do you have a
contract with a City agency? If so which one?
FORM FILL: Affiliated City Agency: _________
(optional fill in question, if NO leave blank)
What is the address of the facility that you’ll be moving
clients from?
FORM FILL: Address of facility: __________________
How many people do you have?
FORM FILL: No. of people:
What is the name of the person you’d like to reserve a
room for?
FORM FILL: Client name: ____________________
Clients: Cell Phone Number:
Clients: Email address:
Please provide the date of birth:
(FEMA reimbursement requirement)
Did the Client reside prior to entering the hospital?
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physician?
FORM FILL: Client doctor phone: ____________________
Please note that the above information may not be available or
provided – that is okay.
Can I have an emergency contact for the individual?
FORM FILL: Name:
FORM FILL: Phone Number:
Relation to the client(s):
We have a limited availability of accessible rooms, designed for people
with mobility disabilities. Does this client require an accessible room?
FORM FILL: Accessible room: YES/NO
We have a limited number of rooms for clients that need refrigeration for
medication that they are taking. Does the client require a refrigerator in
their room to store medication?
FORM FILL: Refrigerator room needed: YES/NO
We have a limited availability of rooms with 2 beds, these rooms are
designed for clients that will be with a caregiver in their room. Does this
client require a room with 2 beds?
FORM FILL: Multiple beds required: YES/NO
Does this client require transportation assistance to get from the hospital
to the hotel?
FORM FILL: Transportation assistance: YES/NO
Thank you for providing this information. Our hotel management will be
contacting the client shortly with information on their (TRASPORTATION
IF NEEDED) and hotel stay.
Does this client require transportation assistance to get
All training materials are sole property of COMPLETE PROPERTY RESTORATION (CPR) and are not to be reproduced in any form or shape without written permission
Is there a reason the client cannot return back to their
original residences?
How many rooms are needed?
FORM FILL: No. of rooms needed:
____________________
How long will they need the room(s)?
FORM FILL: Length of stay: _______________
We have a limited availability of accessible rooms,
designed for people with mobility disabilities. Do you
need any accessible rooms?
FORM FILL: Accessible room: YES/NO
IF YES: how many?
We have a limited availability of accessible rooms,
designed for people that have service animals. Do you
need any rooms that will have a service animal?
FORM FILL: Accessible room: YES/NO
IF YES: how many?
We have a limited number of rooms for clients that need
refrigeration for medication that they are taking. Does
the client require a refrigerator in their room to store
medication?
FORM FILL: Refrigerator room needed: YES/NO
We have a limited availability of rooms with 2 beds,
these rooms are designed for clients that will be with a
caregiver in their room. Does this client require a room
with 2 beds?
FORM FILL: Multiple beds required: YES/NO
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from the hospital to the hotel?

FORM FILL: Transportation assistance: YES/NO (See
the transportation page)

Please give me an alternate point of contact from your

agency that we can reach out to if necessary:
FORM FILL: Alternate POC: _________________

And the cell phone number for the alternate POC:

FORM FILL: Cell phone number for alternate POC:
_________________

And an email address for the alternate POC:

FORM FILL: Email address for alternate POC:
___________________

TRANSPORTATION
For clients who are symptomatic:
- Drivers are not able to offer hands-on assistance to clients as they get in and out of the vehicle. Is this client able to get in and out of a vehicle on their own? YES/NO  
- If the answer is no, then they are not eligible for this type of transportation assistance and need to be transported using another resource. Please contact 311.
For all clients who are offered transportation, regardless of whether or not they have symptoms, these questions should be asked:
- Does this client require a wheelchair-accessible vehicle? YES/NO
- Will the client be traveling with a caregiver? YES/NO
[This is assuming that clients are allowed to travel with ONE care provider, and no one else is allowed to be transported with the client, and all trips are booked individually.]

Agent: Thank you for providing this information. Let us go ahead and process your reservation. How many rooms do you need? Are you looking for a single or double room?

Fill out Request Info:

Form Fill: Single ______________________

All training materials are sole property of COMPLETE PROPERTY RESTORATION (CPR) and are not to be reproduced in any form or shape without written permission
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Form Fill: Double ______________________

Form Fill: No. of people __________

Agent: I would also like to ask for the check-in and check-out dates, please?
Fill out Request Info:
Select date: Check-in ______________________
Select date: Check-out ______________________
Agent: May I confirm if these people are symptomatic or asymptomatic?
Fill out Request Info:
Form Fill: PO # ______________________

Agent: May I ask what Hospital or Agency are you affiliated?

Fill out Request Info:
Form Fill: JOB # ______________________

Agent: Do you happen to know the arrival time at the hotel?

Fill out Request Info:
Select time: Arrival Time ______________________

Once data has been completed, click on “Set up Rooms”

All training materials are sole property of COMPLETE PROPERTY RESTORATION (CPR) and are not to be reproduced in any form or shape without written permission
7|Page

Agent: What is the name of the person you’d like to reserve a room for?
Fill out Room Details: _______________________
FORM FILL: Client name: _______________________
Clients: Cell Phone Number: _______________________
Clients: Email address: _______________________

Please provide the date of birth: ______

Select date: Check-out _______________________

[Click Save and Next.]

-End of Reservation Process-

Closing:
Agent: Thank you for providing all the information. Our hotel management will be contacting you shortly with complete details about your booking.
Is there anything else, I can help you with today?
Thank you for calling, […] Have a great day!

All training materials are sole property of COMPLETE PROPERTY RESTORATION (CPR) and are not to be reproduced in any form or shape without written permission