From First Call to First Session: Building Trust in Autism Services

1. Establish Trust and Build Rapport Early

💬 Respond quickly to inquiries with empathy and clarity.
📞 Offer a free consultation (phone or virtual) to explain services and listen to concerns.
💛 Show that you understand the common struggles parents and caregivers face after a diagnosis—you're not alone in this.

Ex. “I know this journey can feel overwhelming. Many parents I speak with tell me they didn’t know where to start after their child’s diagnosis—there’s so much information, so many options, and a lot of pressure to make the 'right' decision. You're not alone in feeling that way. My role is to help guide you through the process, answer every question (big or small), and make sure you feel supported every step of the way."

2. Clearly Communicate Your Value

• Use simple, parent-friendly language to explain ABA therapy and your unique approach.

• Highlight:

  🎯 Individualized treatment plans made just for your child

  👩‍⚕️ Qualified therapists (BCBAs & RBTs) leading the way

  👨‍👩‍👧‍👦 Family involvement & regular progress updates

  📣 Success stories from other families like yours (HIPAA-compliant, of course!)

Ex. “ABA therapy is all about helping your child learn skills that make daily life easier, whether that’s communication, social interaction, or managing big emotions. What makes it really effective is that it’s individualized and personalized. Our team creates a plan that’s tailored specifically to your child’s needs, strengths, and goals.

Your child will work with qualified professionals, including a Board Certified Behavior Analyst (BCBA), who designs the program, and Registered Behavior Technicians (RBTs), who work one-on-one with your child each session.

We also believe parents and caregivers are a vital part of the team. We keep you updated regularly, answer questions, and even show you tools you can use at home.

Some of our families have seen big changes (ex. a child who went from using no words to requesting their favorite snack, or another who learned to sit through circle time at preschool.) Every child’s journey is different, but progress is always our focus.”

3. Make the Intake Process Smooth

• Offer step-by-step guidance through the intake and insurance process.

• Provide a welcome packet or digital guide explaining:

  📝 What paperwork is needed

  ⏳ Timelines to expect

  🧠 What happens during assessments

• Assign a dedicated intake coordinator if possible.

4. Stay in Touch (But Not Pushy)

• Follow up consistently through email or text with check-ins, reminders, and helpful resources.

• Share educational content (e.g., what to ask an ABA provider, tips while waiting to start services).

5. Offer Easy Entry Points

• If a family is hesitant, offer:

  👨‍👩‍👦 Parent coaching sessions (hi, that’s us! OnePechyDay.org)

  ⏱ Short-term behavior consultations

  💻 Waitlist support groups or webinars (hi, that’s us again!)

6. Leverage Social Proof & Referrals

🗣 Ask satisfied families for referrals or testimonials (with their permission).
🏥 Build strong relationships with pediatricians, regional centers, and school districts for a steady stream of families who need your help.