2. Overview
• Greetings, Overview of I & R
• Stats on Poverty
• Story
• Clients Rights/Difficult Behavior
• I & R Process
• Info on agencies
– DHS, DAVS, HUD, OFB, CAO
• Closing/Questions
4. Affects one, affects us all
• Mouse Story
– Their need can affect us all- we’re a community!
– The numbers of needs are enormous- focus on the
person in front of you- make a world of difference
for them
– Your positive attitude and hope can be what they
need!
7. Client’s Difficult Behaviors
• Angry or upset
• “know-it-all”
• Criticizes and puts you down
• Negative
• Complains
• Silent and unresponsive
• Contradictory message
• Attempts to manipulate or intimidate
8. I & R- Information & Referral
Process Basics
• Preface
• Contact
– Come?
– Call?
9. I & R Process
• Clarification/Problem Solving
– Assessment
• What is the problem?
• Is there more than one problem?
• How does the individual feel about the situation?
• What are other Options
10. I & R Process
– Decision Making
• Not an authority/advisor but a resource and a facilitators
• Sometimes give specific info, others more advocacy- often
in the middle- assisting and facilitating
11. I & R Process-
I vs. R
– Information Giving
• Information Giving
– Providing specific information in response to an inquirer’s direct
request, such as for the location of a particular service or the
phone number of a program
• Referral Giving
– Assessing the inquirer’s needs and directing them to one or more
appropriate organizations capable of meeting those needs
12. I & R Process
• Closure:
– Clarify what next steps
– Verify information is correct
– Summarize interview’s outcome
– “Call/Come back if you need more help”
