Information and Referral: How To Do It. Volume I, Part IV, Operating the Information and Referral Center

摘要

One of four volumes describing the Hampton Roads, Virginia, Information Center and proposing a model for communities to follow in establishing an information and referral system to community human service providers, this report concerns the operation of the information and referral center. Telephone information and referral service will receive heavy use, and the information referral specialists will need access to several items: computer produced indices of all services identified in the information centers identification system (ICSIS) is the Information Center Services Identification System created by the Hampton Roads center), the service provider report printout, an alpha - numeric rolodex file, an individual computer search, to match the specifications of the service to the clients' needs. Suggestions for handling requests, the attitude to assume with clients, and the information to be given to a client are provided, along with details on recording the requests and client confidentiality. Followup and followthrough on behalf of the client may be an additional service provided by the information center; at Hampton Roads followup and followthrough is handled on behalf of elderly clients. The tracking function can include telephoning the customer to determine whether the agency was contacted, discovering the adequacy of services received, assisting the consumer to secure needed services, and referring the client to other information sources. Case illustrations of tracking and outreach coordination are provided. Methods for applying the information and referral system as a support to planning and management for human services providers integration and coordination are discussed. Appendices contain the various records forms for inquiries and tracking and operational statistics used by Hampton Roads. A flow chart depicting referral services is also included.