An injured employee can sense when a professional has opened the file for the first time during the conversation. A nurse case manager can describe their role in coordinating medical information, supporting communication, and helping the employee understand the treatment plan. Role clarity also requires professionals to explain what falls outside their authority. Initial contact templates should include the employee’s preferred name, the caller’s full name, a plain-language role description, direct contact information, and the next expected communication. Did I explain my role in plain language?