Reference Check Phone Call SOP

Standard procedure for conducting reference check phone calls, including consent verification, scripted questions, documentation, and hiring decision support.

Steps

• Verify authorization to conduct the reference check
  The recruiter verifies that the candidate has provided documented consent to contact references and that the reference being called is listed in the approved hiring record. The recruiter confirms any role-specific restrictions, such as no contact with current employer unless explicitly authorized.
• Prepare the call script and documentation record
  The recruiter opens the approved reference check script and the documentation form before placing the call. The recruiter prepares fields for the reference name, organization, relationship to candidate, call date, call outcome, and key observations.
• Place the call and identify the purpose
  The recruiter introduces themselves, states the organization name, and explains that the call is part of a reference check for a hiring decision. The recruiter requests a brief moment to confirm whether the contact is the appropriate person to speak about the candidate.
• Confirm the reference relationship and willingness to proceed
  The recruiter asks how the reference knows the candidate, how long they worked together, and in what capacity. The recruiter then asks whether the reference is willing to answer a few questions about the candidate's performance and work style.
• Ask the standardized reference questions
  The recruiter asks the approved questions in the same order for each candidate. The recruiter covers job performance, reliability, strengths, areas for improvement, attendance, teamwork, communication, and eligibility for rehire when permitted by policy.
• Document responses objectively
  The recruiter records the reference's answers in real time or immediately after the call. The recruiter captures factual statements, notable concerns, and any direct quotes that clarify the response. The recruiter avoids subjective language and separates observations from interpretation.
• Escalate concerns or non-conformance
  The recruiter reviews the call outcome for red flags such as refusal to answer, inconsistent employment dates, performance concerns, policy violations, or statements that may affect suitability for the role.
• Escalate the result to the hiring decision owner
  The recruiter sends the documented concern, refusal, or inconsistency to the hiring manager or HR decision owner. The recruiter includes only job-related facts and the specific reason for escalation. The recruiter does not make the final hiring decision independently when a material concern is present.
• Close the record and store documented information
  The recruiter saves the completed reference check notes in the approved system of record. The recruiter records the call date, outcome, and next action, and ensures the documentation is retained according to company policy and ISO 9001 documented information controls.