Phone Calls and Messages

What it is

Making a phone call, leaving a voicemail, and writing a clear message or email.

Why it helps you

This one skill unlocks doctors, jobs, benefits, and friends. If phone calls scare you, you are very much not alone — and it gets easier.

Good to have first

A Phone and an Email Address.

This opens up

Offices and Paperwork, Jobs, Friends.

Where to get help

Scripts you can read out loud

Many people write their words down before a call. That is a smart move, not a weak one. Copy these onto paper and fill in the blanks.

Making an appointment

“Hi, my name is [first and last name]. I’m a new patient. I’d like to make an appointment for a check-up.”

If they ask about insurance and you don’t have it: “I don’t have insurance right now. Can you tell me the cost of a basic visit before we book?”

Before you hang up: “Can you please repeat the date, the time, and the address?”

Leaving a voicemail (start talking after the beep)

“Hi, this message is for [name of person or office]. My name is [first and last name]. I’m calling about [one short sentence]. Please call me back at [say your number slowly]. Again, that’s [number]. Thank you.”

When you need more time

“Could you please slow down and say that again?”

“I need some time to think about this. I’ll call you back.”

Phone tips

• If a recording says “Press 1 for…,” listen to all the choices first. Pressing 0 often reaches a person. If you get lost, you can hang up and start over.
• On hold? Stay on the line. Hanging up loses your place.
• You never have to answer a number you don’t know. Let it go to voicemail and listen later.
• Before a call, try slow breathing: in for 4, hold for 4, out for 4, hold for 4. Do it a few times.

Learn email, one step at a time

DigitalLearn: Intro to Email Short, friendly video lessons for people brand new to email. Each lesson is only a few minutes long.

• Cost: Free
• Who can use it: Anyone
• How to start: Go to the site and choose “Intro to Email.” Press play. There is also “Intro to Email 2” for next steps.
• Good to know: You need internet. You do not have to sign in.

LearnFree: Gmail lessons Short lessons on setting up a Gmail account, sending, and replying. LearnFree used to be called GCFGlobal.

• Cost: Free
• Who can use it: Anyone
• How to start: Open the link and pick “Setting Up a Gmail Account.”
• Good to know: You can read lessons without signing up. The site may ask about cookies; you can say no.

A simple email

Subject: a few words, like “Question about my appointment.” Start: “Hello [name],” Middle: “My name is [name]. I’m writing because [reason]. Could you please [your question]?” End: “Thank you, [your name] [your phone number]”

Get a phone you can afford

Lifeline A federal program that takes money off a phone or internet bill each month. With some plans, this makes basic phone service free.

• Cost: Up to $9.25 off each month (up to $34.25 on Tribal lands)
• Who can use it: People with low income, or people who get SNAP (food benefits), Medicaid, SSI, federal public housing help, Veterans Pension, or some Tribal programs. One per household.
• How to start: Apply online at lifelinesupport.org, or call 1-800-234-9473 to get a paper form. A phone company that offers Lifeline can also help you apply.
• Good to know: You’ll need proof of your income or your benefits. You must renew every year. If you are leaving abuse, you may get emergency help and can split your number off a shared plan — see lifelinesupport.org/survivor-benefit.

Help if speaking on the phone is hard

711 Speech-to-Speech A trained helper joins your call and repeats your words clearly. It is for people with a speech disability, including stuttering.

• Cost: Free to use
• Who can use it: People with a speech disability, or anyone calling someone who has one
• How to start: Dial 711. Say you want a “Speech-to-Speech call.” Give the number you want to call.
• Good to know: Open 24/7. Calls are kept private by law.

Know a scam call when you hear one

FTC: Phone Scams A short guide from the Federal Trade Commission (the government’s consumer-protection office) on how scam calls work.

• Cost: Free
• Who can use it: Anyone
• How to start: Read the list of warning signs. If you lost money, report it at ReportFraud.ftc.gov.
• Good to know: Fake caller ID is easy. A call can say “Police” or “IRS” and still be a scam.

If you only do one thing first

Pick one small call you need to make. Write the script on paper. Read it out loud once by yourself. Then make the call. It’s okay if your voice shakes — most people on the other end won’t notice, and they talk to nervous callers all day.

Watch out for

• “Pay now or be arrested.” Real government offices don’t threaten you on the phone. Hang up.
• Gift cards, wire transfers, crypto, or payment apps. If a caller wants money this way, it’s a scam. No real office takes gift cards.
• Fake caller ID. If you’re worried a call is real, hang up. Look up the office’s number yourself and call it.
• Links in surprise texts or emails. “Your package is stuck” or “your account is locked” messages often lead to fake sites. Don’t tap the link. Go to the real website yourself.
• “You won! Just pay a small fee.” If you have to pay to get a prize, there is no prize.