The Three Systems That Prove You're Not Winging It
Referral sources don't send clients to operators who are figuring it out as they go.
They send clients to operators who have systems.
Not just ideas. Not just good intentions. Actual documented systems that show: "We know what we're doing."
Here are the three systems every operator needs to prove credibility.
Why Systems Matter More Than Promises
When you meet a treatment center and say:
"We communicate regularly with treatment teams."
"We enforce accountability."
"We handle crises professionally."
They think: "Everyone says that."
But when you show them:
Your communication protocol (documented)
Your house rules and consequences (written, consistent)
Your crisis management process (step-by-step)
They think: "This operator has their act together."
Systems prove you're not winging it.
System 1: Communication Protocol
What This Is
A documented process for how and when you communicate with treatment teams, therapists, and referral sources.
Examples Of What It Should Include
Weekly Updates:
Every Friday, send a brief update to the referral source
Format: "Client is attending meetings regularly. No concerns. Participating in house activities."
Takes 2 minutes per client
Immediate Notifications:
What triggers an immediate call? (Relapse, behavioral issues, medical concerns, discharge planning)
Who do you call? (Primary therapist, case manager, emergency contact)
What information do you provide?
Monthly Check-Ins:
Ask: "Are there any updates we should know about?" or "Is there anything we can do to help spread the word about your service?"
Shows you're collaborative, not isolated
Note: They may not want weekly updates or monthly check-ins. Consider adjusting your communication protocol based on their preferences.
Why This Builds Credibility
Referral sources' biggest complaint about sober living: "They never communicate."
When you have a system, you're different.
How To Show This System
When you meet a referral source:
"Here's how we communicate with treatment teams. We send weekly updates every Friday so you're never in the dark. If there's a concern, we call immediately—not three days later. And we check in monthly to make sure we're aligned. Here's a sample of what our updates look like."
Hand them a one-page document showing your update template.
They'll immediately see you're serious.
System 2: Accountability Structure
What This Is
A clear, documented system for house rules, consequences, and how you enforce accountability.
Examples Of What It Should Include
House Rules:
Clear, specific rules (not vague "be respectful")
Examples:
Curfew: 10 PM on weeknights, midnight on weekends
Attendance: 5 mutual support meetings per week (documented)
Sobriety: Random drug screens, immediate consequences for use
Chores: Assigned rotating schedule
Consequences:
What happens if rules are broken?
Progressive discipline (verbal warning → written warning → probation → discharge)
When is discharge immediate? (violence, drug use, threats)
How You Enforce:
Who checks curfew?
How do you verify meeting attendance?
When do you drug test?
How do you handle gray areas?
Why This Builds Credibility
Treatment centers worry: "Will this operator actually enforce accountability, or will they let things slide?"
When you show them your system, they know you're consistent.
How To Show This System
"Here's our house rules and accountability structure. We're clear about expectations from day one. Consequences are progressive and fair. We don't make exceptions because we need the bed occupied—we enforce consistently. Here's how it works."
Give them a copy of your house rules and consequence matrix.
They'll see you're not winging it.
System 3: Crisis Management Process
What This Is
A step-by-step plan for how you handle crises (relapse, medical emergencies, behavioral issues, mental health crises).
Examples Of What It Should Include
Relapse Protocol:
Assess severity (on-site use? off-site use? how much?)
Determine immediate safety concerns
Contact referral source within 2 hours
Collaborate on next steps (return to treatment? stay with increased support? discharge?)
Document everything
Medical Emergency Protocol:
Call 911 if necessary
Contact emergency contact and referral source
Follow up after hospital visit
Coordinate with treatment team on reentry
Behavioral Issue Protocol:
Document the issue
Address with resident immediately
Contact referral source if it's significant
Follow accountability structure (warning, probation, discharge)
Don't let issues fester
Mental Health Crisis Protocol:
Assess safety (suicidal ideation? self-harm?)
Call crisis line or 911 if needed
Contact referral source and therapist immediately
Determine if client needs higher level of care
Don't try to handle beyond your scope
Why This Builds Credibility
Referral sources worry: "What happens when something goes wrong?"
When you show them your crisis plan, they know you're prepared.
How To Show This System
"Here's our crisis management process. We don't panic and we don't make rash decisions. We follow this step-by-step process and communicate with you immediately. Here's what it looks like."
Give them a one-page crisis protocol.
They'll trust you more than the operator who says, "We'll figure it out."
How These Systems Work Together
Without systems:
Treatment center asks: "How do you handle communication?"
Operator: "Oh, we stay in touch regularly."
Treatment center thinks: "Everyone says that."
With systems:
Treatment center asks: "How do you handle communication?"
Operator: "We send weekly updates every Friday. If there's a concern, we call immediately. Here's our communication protocol and a sample update."
Treatment center thinks: "This operator is organized."
Systems turn vague promises into proof of competence.
How To Create These Systems
Step 1: Write Them Down
Don't just have ideas. Document them.
One page per system. Simple, clear, step-by-step.
Step 2: Test Them
As you accept your first few residents, test your systems:
Is the communication protocol actually working?
Are consequences being enforced consistently?
Did the crisis protocol hold up under pressure?
Adjust as needed.
Step 3: Show Them
When you meet referral sources, bring printed copies:
Communication protocol
House rules and accountability structure
Crisis management process
Hand them out. Walk through them.
This differentiates you from 90% of operators who just talk about having structure.
What Referral Sources Think When They See Your Systems
Without systems:
"This operator seems nice, but I don't know if they can actually handle my client."
With systems:
"This operator has clearly thought this through. They're not winging it. I trust them."
That's credibility.
What To Do This Week
Day 1: Document your communication protocol (one page)
Day 2: Document your accountability structure (house rules + consequences)
Day 3: Document your crisis management process (step-by-step for relapse, medical, behavioral, mental health)
Day 4: Print them out and review them (are they clear? realistic? enforceable?)
Day 5: Bring them to your next meeting with a referral source
Systems aren't sexy. But they build credibility faster than anything else in an introduction meeting.
Referral sources trust operators who have their act together.
Show them you do.
-Kevin
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