20 Questions to Ask During a Rehab Intake Call (and the Answers You Want to Hear)
October 7, 2026 · 8 min read
Medically reviewed by Jeffrey H. Simon, M.D.
Medical Director, Virginia Addiction & Mental Health Center · Last reviewed October 7, 2026
The intake call is your chance to interview the program, not just the other way around. Print this list, keep it by the phone, and listen for specifics.
Licensing and staff
Are you licensed by the state of Virginia, and for which services?
Good answer: A clear yes, with the license type named. In Virginia that's DBHDS.
Who is the medical director?
Good answer: A named physician, ideally board-certified in psychiatry or addiction medicine.
What credentials do the therapists have?
Good answer: Licensed clinicians — LPC, LCSW, LMFT, psychologist — not only peer staff. See our guide to credentials.
Can my loved one see a psychiatrist or prescriber?
Good answer: Yes, with a timeline for the first appointment.
Assessment and fit
How do you decide the level of care?
Good answer: A structured clinical assessment, often using ASAM criteria — not a one-size-fits-all program.
What happens if you're not the right fit?
Good answer: They'll refer you to a vetted provider and help make the handoff.
Do you treat mental health and substance use together?
Good answer: Yes — integrated dual diagnosis care.
Do you offer medication for opioid or alcohol use disorder?
Good answer: Yes, or a clear referral. Programs that refuse medication outright are behind the evidence.
Schedule and format
How many hours a week, and when?
Good answer: A concrete schedule. PHP is usually about five days a week; IOP is usually three days a week for about three hours.
Is there a virtual option?
Good answer: For Virginia residents, yes — virtual IOP that meets the same standards as in-person.
Can they keep working?
Good answer: IOP and virtual IOP are often built around work hours.
How long does treatment usually last?
Good answer: A range based on progress, not a fixed number of days set by billing.
Family involvement
How will families be involved?
Good answer: Family sessions and regular updates, with the patient's consent.
What will you be able to tell me?
Good answer: An honest explanation of consent and 42 CFR Part 2 privacy rules.
Is there support for me?
Good answer: Family education, family therapy, or referrals to groups like Al-Anon or SMART Family & Friends.
Cost and after care
Are you in-network with our plan?
Good answer: A plain yes or no, plus a benefits check before admission.
What will we owe, in writing?
Good answer: An estimate based on the deductible and coinsurance, with no surprises.
What happens after the program ends?
Good answer: A written discharge plan — step-down care, therapy, medication, and support groups.
Do you help with case management?
Good answer: Help with work leave, FMLA paperwork, housing, and other services.
What does a typical first week look like?
Good answer: A specific, confident answer.
Red flags to walk away from
- Pressure to decide on the call, or "a bed is only open today."
- Free flights, housing, or gifts in exchange for enrolling.
- Guaranteed results or "cure" language.
- They won't tell you who the clinicians are or what they're licensed for.
- They recommend a program before doing any assessment.
Ask us anything
Call (571) 586-2883 and use this list on us. Our medical director is Dr. Jeffrey Simon, a board-certified psychiatrist. Read more about who we are and our admissions process.
Frequently asked questions
- How do I know a treatment center is legitimate?
- Check that it holds a state license from the Virginia Department of Behavioral Health and Developmental Services, that a physician or psychiatrist is involved in care, that it accepts insurance in a transparent way, and that it will refer you elsewhere if it isn't the right level of care.
- What is a red flag on an intake call?
- Pressure to commit immediately, offers of free travel or housing, promises of guaranteed results, refusing to name the clinical staff, or recommending the same level of care for everyone before an assessment.
- Can family members be involved in treatment?
- In good programs, yes — with the patient's consent. Ask how family sessions work, how often you'll get updates, and what support exists for you.
- How long does an intake take?
- The first phone screen usually takes 10 to 20 minutes. The full clinical assessment takes about an hour. Many people can start outpatient care within a day or two.
Talk with our admissions team
A benefits check takes about five to ten minutes and there is no obligation to enroll. We are in-network with major commercial plans and can tell you what your policy covers before you commit.