Enhancing Information and Referral Services: A Client-Centered Approach

1. Delivering A+ I&R Delivering quality Information and Referral with a client focused approach Jacky Roddy CCIRC Toronto 2010

2. SESSION OBJECTIVES • To identify client expectations • To review the AIRS characteristics of I&R • To identify and discuss the performance based competencies of front line I&R providers

3. Client Expectations • Why be concerned about our clients’ expectations? Good client service is about meeting the client’s expectations • What are our clients expectations? In the very least our clients expect to be treated with respect, valued and understood

4. 3 P’S OF CLIENT EXPECTATIONS • Product or Service – did they get what they needed? • Process – Was it relatively simple, blocks minimized? • People – Were the service providers (you and I) responsive, efficient and friendly? • Think of a product or service that you use – cell phone, new blue jeans, soup for lunch. How do you obtain the product or service? What is the experience with the people you deal with to obtain the product or service?

5. Client Expectations • Multi channel access • Access when they need access • First Contact Resolution • Accurate, Complete and Appropriate Information • Responsive, Timely, Efficient, Helpful and Friendly service provision

6. MANAGING CLIENT EXPECTATION • Assess Client Expectation • Educate the Client • Evaluate the services • Keep Perspective

7. YOUR SERVICE’S EXPECTATIONS Underpinning client expectation is knowing our role, limits and authority. It is imperative that you know the expectations your agency has of you. Essential characteristics and principles of Information and Referral hold true for the delivery of quality and effective Information and Referral

8. Characteristics of Quality I&R • Accessible • Accountable • Confidential • Efficient • Flexible • Friendly • Neutral • Reliable • Optimum Breadth/Depth of Scope • Respectful • Sensitive

9. Performance Based Competencies • Knowledge – Information or facts • Skills – Abilities or Aptitudes • Attitudes & Behaviours – Feelings or Viewpoints

10. Performance Based Competencies Exercise – Write down four things you need to know, four skills you need to have and four attitudes that are necessary for you to have to perform effective I&R

11. Knowledge • Tenets of I&R • Scope of I&R services & providers • Federal, Provincial, local jurisdictions & legislation as it relates to I&R • Agencies policies, procedures and practices • Demographics of who you are serving • Human Service System

12. Skills • Enunciation • Professionalism • Questioning Probing • Resource Locating • Assessment • Advocacy • Follow up • Crisis • Documentation • Equipment usage

13. Attitudes & Behaviours • Recognition of Values • Objective, Non Judgmental • Respect for Clients Choices • Open and Flexible • Stress Management • Time Management • Team Work

14. HOMEWORK Review the performance based competencies Evaluate your competencies Put together a professional development plan to address the gap between your competencies and those set by AIRS

15. COMPETENCIES The performance based competencies are provided by AIRS and can be found on their web site www.airs.org Left hand margin under AIRS certification Exam Study suggestions CIRS performance based competencies for certification

16. SUMMARY • Know and Manage Client Expectation • Know your role, limits of your authority • Know and Perform the Characteristics of Quality I&R • Evaluate your Performance Based Competencies • Know and improve your knowledge, skills and attitudes

17. THANK YOU