Reference Check Phone Call SOP
A reference check phone call SOP for verifying consent, asking standardized questions, and documenting responses consistently. Use it to support hiring decisions with clear records and defined escalation points.
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Overview
This Reference Check Phone Call SOP template defines a repeatable process for making employment reference calls, confirming permission to contact the reference, asking the same core questions each time, and recording the answers in a way that supports hiring decisions. It is built for teams that need consistency, traceability, and a clear escalation path when a reference raises concerns or declines to answer.
Use this template when your hiring process requires a documented phone reference check before an offer is finalized or a candidate is advanced. It is especially useful when multiple people may conduct calls and you need the results to be comparable across candidates. The structure helps the caller stay within approved questions, capture objective notes, and route non-conformance such as incomplete consent, evasive answers, or negative feedback to the right decision owner.
Do not use this SOP as a substitute for a background check, credential verification, or legal review. It is also not the right tool for informal networking calls, unstructured candidate conversations, or situations where your policy prohibits reference contact. If the reference cannot be reached, the candidate has not authorized contact, or the role requires a different screening method, stop and escalate rather than improvising. The template is most effective when paired with a hiring checklist, candidate consent record, and a documented approval workflow.
Standards & compliance context
- Supports ISO 9001-style documented information practices by creating a controlled, repeatable record of the reference check process.
- Helps maintain hiring process consistency and traceability, which is useful for internal audit and quality review.
- Should be customized to follow applicable employment, privacy, and anti-discrimination rules before use in any jurisdiction.
- Can be paired with company consent records and retention rules so reference notes are stored and disposed of according to policy.
General regulatory context for orientation only — verify current requirements with counsel or the relevant agency before relying on this template for compliance.
What's inside this template
Steps
This section matters because it turns the phone call into a repeatable workflow with clear ownership, verification, and escalation.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
How to use this template
- 1. The HR coordinator verifies that the candidate has authorized the reference check and records the approved reference contact details before any call is placed.
- 2. The caller prepares the call script, candidate file, and documentation record, then reviews any role-specific questions and escalation criteria.
- 3. The caller places the call, identifies the organization and purpose, and confirms the reference’s relationship to the candidate and willingness to proceed.
- 4. The caller asks each standardized question in order, records responses objectively, and notes any deviation, refusal, or unclear answer for follow-up.
- 5. The caller escalates concerns, incomplete information, or non-conformance to the hiring decision owner and closes the record with the final outcome and next action.
Best practices
- Use the same core question set for every candidate in the same role so the results are comparable.
- Record factual statements, not interpretations, and separate direct quotes from your own summary notes.
- Confirm the reference’s identity and relationship to the candidate before discussing performance or conduct.
- Stop the call and escalate if the reference refuses consent, gives conflicting information, or appears unable to speak knowledgeably about the candidate.
- Document the date, time, caller, reference name, role, and contact method immediately after the call while details are fresh.
- Keep role-specific questions narrow and job-related so the call stays aligned with hiring policy and privacy limits.
- Use a defined approval path for negative findings so one caller does not make the final hiring decision alone.
What this template typically catches
Issues teams running this template most often surface in practice:
Common use cases
Frequently asked questions
What is included in this reference check phone call SOP template?
This template covers authorization verification, call preparation, identity and relationship confirmation, standardized questioning, objective documentation, escalation, and handoff to the hiring decision owner. It is designed for a phone-based reference check workflow, not an interview guide or background check form. The structure helps keep each call consistent and defensible. It also leaves room for role-specific questions and local policy requirements.
Who should run the reference check call?
Typically, a recruiter, hiring manager, HR coordinator, or another designated role runs the call, depending on your hiring process. The key requirement is that the caller is authorized and trained to follow the script, record responses objectively, and escalate concerns. If your organization uses a competency or approval matrix, assign the caller there. The template works best when one accountable role owns the call and documentation.
How often should this SOP be used?
Use it every time your process requires a reference check by phone, especially before a final hiring decision. It is not meant for occasional use or informal follow-up calls. Consistent use reduces variation between candidates and helps preserve a clear audit trail. If your process includes multiple references, repeat the SOP for each call.
Does this template help with compliance or legal risk?
Yes, it supports documented information practices aligned with ISO 9001-style record control by keeping the process consistent and traceable. It also helps reduce risk by requiring authorization, objective notes, and escalation of concerns instead of informal judgments. You should still follow local employment law, privacy rules, and company policy for reference checks. If your jurisdiction restricts certain questions, customize the script before use.
What are the most common mistakes this SOP helps prevent?
Common failures include calling without consent, skipping identity verification, asking different questions for each candidate, and writing subjective notes instead of factual responses. Another frequent issue is failing to document who was contacted, when the call occurred, and what was actually said. This template also helps prevent premature hiring decisions based on incomplete or unverified feedback. Clear escalation criteria reduce the chance that concerns are ignored.
Can I customize the question set for different roles or industries?
Yes, the standardized question section is meant to be adapted while keeping the core structure intact. You can add role-specific prompts for sales, operations, healthcare, education, or technical positions. The important part is to preserve consistency across candidates for the same role. Keep any custom questions aligned with your hiring policy and local legal limits.
How does this template fit with ATS or HR systems?
The documentation section can be copied into an ATS, HRIS, or shared hiring record so the reference check is stored with the candidate file. You can also link the SOP to a call log, approval workflow, or interview scorecard. If your team uses task management or e-signature tools, the authorization and escalation steps can be tracked there. The template is flexible enough to support manual or system-based workflows.
How is this different from an ad-hoc reference call?
An ad-hoc call often varies by caller, question order, and note quality, which makes results hard to compare and harder to defend. This SOP gives you a repeatable sequence, a standard script, and a defined way to handle concerns. That makes it easier to compare references across candidates and roles. It also creates a cleaner record for hiring review and audit purposes.
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