Aging in Place Research Study - Rebuttals - Revised 9/13/2013
| Refusal Aversions Specific To Initial Telephone Contact | |
|---|---|
| R: | WHY ARE YOU CALLING ME? CAN'T YOU CALL SOMEONE ELSE? |
| I: | We cannot call someone else. According to our records, you completed a reverse mortgage counseling session in the past six years with CredAbility (also known as Consumer Credit Counseling Agency of Atlanta, or CCCS). You represent a lot of other people who are like you. It is important that we interview you to ensure that the results of this important study are valid. We are very interested in your opinions and experiences. |
| R: | I'M ON A DO NOT CALL LIST |
| I: | I understand your frustration. The 'do not call lists' apply only to telemarketers and agencies that are trying to sell something. We are not selling anything. We are conducting a scientific research study on behalf of the Ohio State University and we are only interested in your opinions and experiences. |
| R: | WE'RE NOT TAKING SOLICITATION CALLS! |
| I: | I understand. Actually I am not a telemarketer and I am not selling anything. I'm calling on behalf of The Ohio State University and we're conducting a scientific survey designed to help research scientists understand important information aging in place and to better understand the long-term outcomes of reverse mortgages. |
| R: | WHY SHOULD I TALK TO YOU / WHAT'S IN IT FOR ME? |
| I: | The information which comes from this interview will provide a great service in regard to research efforts of The Ohio State University. We are very interested in your opinions and experiences. In addition you will be entered into a drawing to receive one of five, $100 gift cards. Winners will be selected on or before January 15, 2014 and will be notified by email, telephone or letter. |
| R: | I'M TOO BUSY. (Select one) |
| I: | I understand that you are busy and your time is very valuable to us. Our interview will take about 30 minutes .We can start the interview now and finish later if necessary or schedule a time to call back. |
| I: | I understand that you are busy and your time is very valuable to us also. You were specifically chosen to participate in this interview today and you represent lots of other people who are like you. We can start the interview now and finish it later if necessary or we can schedule a time to call back. |
| I: | I understand that you are in a hurry, but the results of this study will help us to collect important research information. This study will take about 30 we can start the interview now and finish it later if necessary or we can schedule a time to call back. |
| Refusal Aversions Specific To The Research Study | |
|---|---|
| R: | HOW DID YOU GET MY NUMBER? |
| I: | According to our records, you completed a reverse mortgage counseling session with CredAbility (also known as Consumer Credit Counseling Agency of Atlanta, or CCCS) in the past six years. We are partnering with CredAbility to better understand reverse mortgages. They provided us with contact information for people they counseled for a reverse mortgage within the past 6 years. This information is not being used for any purpose other than to contact you for this study. |
| R: | HOW WILL YOU USE THIS INFORMATION |
| I: | Your answers are completely confidential and will be used in academic research for studies on reverse mortgages. Results from the survey will also be used to help the federal government and housing counseling agencies make reverse mortgages a better product for seniors like you. |
| R: | WHEN IS THIS STUDY GOING TO BE PUBLISHED? |
| I: | I am not sure when the results of this study will be published because interviews are still going on. The answers that you and other survey participants provide, however, will only be made available after all personal identifiers – such as names, addresses, and places of work – have been removed. |
| R: | IS THIS CONVERSATION BEING RECORDED? |
| I: | This call is being recorded for quality control purposes. The only people with access to the recorded calls will be the research team responsible for the study, and your responses will be kept absolutely confidential. |
| R: | WHAT DO YOU MEAN MY RESPONSES WILL BE “RECORDED FOR QUALITY CONTROL PURPOSES”? / IF YOU ARE NOT GOING TO USE MY RECORDED ANSWERS, THEN WHAT IS THE POINT? |
| I: | We are recording your answers to the survey in a separate computer file. Our research team will not work with any data that could identify you when investigating the results. The only people with access to the recorded calls will be the research team responsible for the study, and your responses will be kept absolutely confidential. |
| R: | CAN YOU SEND ME A COPY OF THE RESULTS [MY RESPONSES]? |
| I: | Unfortunately, we can’t send you the results of this study because of the need to maintain respondent confidentiality. |
| R: | WHAT IF I DO NOT WANT TO ANSWER SOME OF THE QUESTIONS? (see below[*]) |
| R: | I WOULD LIKE TO DO THIS SURVEY BUT DON’T WANT TO TAKE IT OVER THE PHONE. |
| I: |
That’s absolutely fine. If you would like to take the survey online, please go to the following website: < |
| R: | DO YOU WORK FOR THE GOVERNMENT/WHO ARE YOU WORKING FOR? |
| I: | This is a university-based study designed and managed by the Ohio State University, and we are also working closely with CredAbility counseling services. |
| R: | I DON’T HAVE A REVERSE MORTGAGE ANY LONGER/I NEVER ENDED UP TAKING A REVERSE MORTGAGE. |
| I: | This study is looking at everyone who received counseling for a reverse mortgage, regardless of whether or not they actually ended up taking a reverse mortgage. If you did not end up taking a reverse mortgage or have terminated your reverse mortgage, you will be asked questions specific to your situation in this survey. |
| R: | [*]WHAT IF I DON’T WANT TO ANSWER/FEEL UNCOMFORTABLE WITH SOME OF THE QUESTIONS ON THE SURVEY? |
| I: | Every question in the study has an option for you to refuse to answer. Just tell me so we can move on to the next one. However, for the quality of the study please allow me to read the entire question before you refuse. |
| R: | I DON’T HAVE ENOUGH TIME TO COMPLETE THE SURVEY/THIS IS TAKING TOO LONG AND I WOULD LIKE TO STOP. |
| I: | We can take more than one session to go through the survey. We can go part way through the survey now and continue the survey some other day at your most convenient time. Would you like to schedule that other day now? |
| R: | HOW LONG WILL THE SURVEY TAKE? |
| I: | The survey will take an average of about 30 minutes to complete. The total time it takes may vary a bit depending on how you answer the questions. |
| R: | I DON’T HAVE ENOUGH TIME TO FINISH THE SURVEY |
| I: | I understand, but you don't have to worry because if we can't finish the whole survey today we can call you back on your most convenient time to continue where we left off. I promise to go through it as quickly as I can for us to able to finish at an early time. |
| R: | WILL I RECEIVE ANY COMPENSATION/BENEFIT FOR MY PARTICIPATION IN THE SURVEY? |
| I: | For each survey completed, we will donate $1 to the National Council on Aging. Each dollar we donate on your behalf connects an older adult to $40 in benefits to help pay for food, medicine, heat, housing, health care and other daily expenses. |
| R: | WHAT IF I DO NOT WISH TO SUPPORT EITHER OF THOSE CAUSES? |
| I: | If you do not wish for us to contribute a dollar on your behalf that is okay too. |
| R: | WHY DO YOU NEED TO KNOW SUCH PERSONAL INFORMATION ABOUT ME? |
| I: | An important part of this study is to understand how reverse mortgages have affected the quality of life of reverse mortgage holders. To do this, it’s necessary to ask about your (personal finances/living situation/health, or whatever other question the respondent is specifically referring to). [*]If you feel uncomfortable with any of these questions, please let me know and we can move on to the next question. |
| R: | [*]I DON’T WANT TO TALK ABOUT MY FINANCES/HEALTH/LIVING ARRANGEMENTS ETC. |
| I: | I understand. However, most of the questions on your finances/health/living arrangements/etc. are very general in nature, and there is only one section of the survey that focuses on your personal financial/health/living/etc. situation. If you are uncomfortable answering any of the questions, you can refuse without penalty. |
| R: | HOW CAN I BE SURE MY DATA WILL BE SAFE? |
| I: | We take the confidentiality and security of your data very seriously, in order to ensure that you are exposed to minimal risk. Any information which would identify you will not be shared with CredAbility, reverse mortgage lenders, or anyone else outside of the research team, and personal identifiers are removed at a secure site at the Ohio State University. Any information you give us will be stored in a secure and encrypted database. Our data handling methods and infrastructure meet the stringent data protection requirements of the US Department of Labor and the Bureau of Labor Statistics. |
| R: | I DON’T RECALL RECEIVING ANY COUNSELING THROUGH CREDABILITY. |
| I: | That’s okay. Our records indicate that you did go through reverse mortgage counseling with CredAbility, also known as Consumer Counseling Services of Atlanta (or “CCCS”). This counseling was likely completed over the telephone, within the last 6 years. If you don’t recall going through the counseling process, we would still appreciate your participation in the survey, and you can just indicate that you don’t recall the counseling for any questions related to it. |
| R: | WHAT IS THE POINT OF YOUR RESEARCH? |
| I: | Reverse mortgages are still relatively new products. Results from the survey will be used to help the federal government and housing counseling agencies make reverse mortgages a better product for seniors like you. |
| R: | [WILL YOUR RESEARCH/I WORRY THAT YOUR RESEARCH WILL] BE USED TO TAKE ADVANTAGE OF SENIORS ON LIMITED INCOMES WITH NO REAL ASSETS BUT THEIR HOUSE? |
| I: | Our findings will be made public via academic research articles and reports. Should you, a friend or family member seek another reverse mortgage in the future you should know that results from the survey will be used to help the federal government and housing counseling agencies make reverse mortgages a better product for seniors like you. |
| R: | WHO FUNDED YOU/WHO ARE YOU WORKING FOR? |
| I: | This work is primarily funded by the MacArthur Foundation. They are interested in helping ensure the well-being of seniors who use, or are considering using reverse mortgages. |
| R: | WHY WOULD ANYONE GET A REVERSE MORTGAGE?/AREN’T REVERSE MORTGAGES BAD? |
| I: | Reverse mortgages are very complex products which can be helpful for some people, but are not for everyone. Part of our research involves finding out when reverse mortgages are helpful for people, and when they may not be a good fit. Your insights can be really helpful in our research! |
| R: | I DON’T WANT ANYTHING TO DO WITH REVERSE MORTGAGES. |
| I: | We are not advertising reverse mortgages, and are not associated with any organization that sells reverse mortgages. We are contacting you because you or someone in your household has received counseling for a reverse mortgage through Credability, and we are hoping to use your experience to help in research which is aimed at understanding the impact reverse mortgages have on people’s lives. |
| R: | DOESN’T THE BANK TAKE YOUR HOUSE IF YOU GET A REVERSE MORTGAGE?/CAN’T YOU OWE A LOT OF MONEY AFTER YOU MOVE IF YOU GET A REVERSE MORTGAGE?/WILL YOUR CHILDREN BE STUCK PAYING BACK A LOT OF MONEY AFTER YOU GET A REVERSE MORTGAGE? |
| I: |
Reverse mortgages are “non-recourse” mortgages, which means that a person can never owe more than the house will sell for. If you have questions about the details of reverse mortgages, I can give you a website where you can find more information about reverse mortgages if you are interested. You can go online- AARP has a book called “Home Made Money” that has helpful answers to some of your questions. assets.aarp.org/www.aarp.org_/articles/revmort/homeMadeMoney.pdf If you’re interested in talking with a counselor about reverse mortgages, I can give you the phone number for CredAbility counseling services. |
| R: | IF THEY ASK ANY QUESTIONS ABOUT THE SPECIFIC DETAILS OF REVERSE MORTGAGES (WHEN A PERSON SHOULD GET ONE/WHY PEOPLE GET ONE/HOW MUCH THEY CAN EXPECT TO RECEIVE FROM A REVERSE MORTGAGE, ETC.) |
| I: |
These are great questions. I’m not an expert, but I can give you a website where you can find more information about reverse mortgages if you are interested. You can go online- AARP has a book called “Home Made Money” that has helpful answers to some of your questions. assets.aarp.org/www.aarp.org_/articles/revmort/homeMadeMoney.pdf If you’re interested in talking with a counselor about reverse mortgages, I can give you the phone number for CredAbility counseling services. |
| R: | I’M REALLY WORRIED THAT I WON’T BE ABLE TO PAY MY PROPERTY TAXES. I DON’T WANT TO LOSE MY HOME!/I KEEP GETTING LETTERS (OR PHONE CALLS) ABOUT MY PROPERTY TAXES AND I DON’T KNOW WHAT TO DO/I AM BEHIND ON MY PROPERTY TAXES AND I AM WORRIED THAT I WILL LOSE MY HOME/ANY OTHER CONCERNS REVERSE MORTGAGE HOLDERS HAVE ABOUT THEIR SPECIFIC REVERSE MORTGAGES |
| I: | The best thing you can do is to talk with your lender so that they can help you. You can also talk with CredAbility about your property taxes to see if they can help you. I can give you their phone number (800-251-2227). |
| R: | I WISH I NEVER GOT A REVERSE MORTGAGE. IT IS THE WORST THING THAT EVER HAPPENED TO ME! / OTHER FRUSTRATIONS WITH THE RESPONDENT’S SPECIFIC REVERSE MORTGAGE |
| I: | Thanks for sharing your concerns with me. Our research is intended to improve the reverse mortgage experience for people like you, and by sharing your experiences you are helping us understand when reverse mortgages might not be a good fit for others like you. |
| R: | I DON’T HAVE ANYONE TO HELP ME RIGHT NOW. I’M ALL ALONE/SINCE MY HUSBAND (OR WIFE) DIED, I’VE BEEN ALL ALONE/MY HUSBAND (OR WIFE) DIED RECENTLY AND I’VE BEEN VERY SAD/OTHER COMMENTS ABOUT BEING SAD OR LONELY. |
| (Have a couple different responses ready. It is important to be responsive to their comments and sound sympathetic and agreeable, but also to keep the process moving) Potential responses include: | |
| I: | I can imagine that must be difficult. |
| I: | I’m sorry to hear that. |
| I: | That’s really unfortunate. |
| I: | That sounds tough. |
| I: | Well, I appreciate you taking the time to talk with me! |
| R: | I’VE HAD A LOT OF HEALTH PROBLEMS/I’VE BEEN IN AND OUT OF THE HOSPITAL/I’VE HAD SO MANY SURGERIES/OTHER COMMENTS ABOUT POOR HEALTH. |
| (Again, be sympathetic and personable, but keep the process moving.) Potential responses include: | |
| I: | It sounds like you’ve been through a lot! |
| I: | I’m glad you’ve pulled through. |
| I: | That sounds like it must have been difficult, but I’m glad you’re able to speak with me today! |
| R: | I HAVE NO MONEY/I DON’T KNOW HOW I AM GOING TO PAY MY BILLS/I’M SO WORRIED ABOUT MONEY/OTHER CONCERNS ABOUT THEIR PERSONAL FINANCES |
| Potential responses include: | |
| I: | I’m sorry to hear that. It must be very difficult. |
| I: | I think a lot of people are probably experiencing similar worries, but I’m glad you could take some time and talk with me today. |
| I: | I understand. Part of the reason we’re doing this research is to understand how reverse mortgages can impact people in your situation. |
| I: | You may be interested to know that the nonprofit organization, CredAbility, may be offering free financial counseling over the telephone to homeowners with reverse mortgages within the next few months--you may well be eligible to participate. |
| R: | COMMENTS ABOUT FAMILY/LIFE HISTORY/SOCIAL LIFE/OTHER TOPICS OUTSIDE THE SCOPE OF THE SURVEY |
| (If respondent starts to talk about their life beyond a brief comment or what they say when working through a question, acknowledge their comment in a conversational way but shift them back to the survey as politely as possible) Potential responses include: | |
| I: | Oh that’s interesting! Now I would like to move on to the next question on the survey… |
| I: | That’s good to hear. |
| I: | I understand, now let’s talk about the next question. |
REFUSALS: Accept These Statements as a Refusal, Thank the Person for Their Time, Mark the "Refusal" Call Outcome, and Move on to the Next Prospect |
|
|---|---|
| R: | I'm not interested. |
| R: | Please don't call this number again/Please don't call me back. |
| R: | I don't want to do the study. |
| R: | Please remove my number from your list. |
| R: | Please put me on your "do not call" list. |
| R: | Says anything very hostile, threatens legal action if we call back (such as "I will report you to the FCC/Attorney General")--even if they don't specifically say no to doing the study. |
| I: | Thank you for your time. Have a good day. [Mark Respondent as Refusal in ViciDial.] |
| Go to: |
Table of Contents
Module 7: Vicidial Training |