protocol for fully functioning information & assistance - Western ...

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Type Characteristics Possible Advantages and Disadvantages Consumer Information Provided Warm referral A ‘live’ three way conversation in the presence of the caller (whether face to face or by telephone) in which the ADRC introduces the caller, explains what has already been done to This provides an open and transparent process in which information can be exchanged between the ADRC, the caller and the other service provider. Issues can be clarified assist him/her and the purpose of immediately. The caller does the referral. not need to repeat all of his/her story. The process relies on someone being available at the other service at the time the caller is to be referred. Same as above; but with greater opportunity to explain information exchanged. A cold referral to a provider should never be made. This is when the caller is transferred to another service, without any immediate communication between the ADRC and the other services, for example, by putting the caller into a call answering service. The other service may be unaware of the nature of the call or of any information or services that have already been provided. The caller may be frustrated that they have to re-tell their story or may not communicate their needs in a way that allows the other service to see why the caller has been referred. The Information and Assistance Specialist can also make a referral to the Options Counselor to assist the consumer with initiating the application process for specific services with providers with whom special protocols have been agreed to. Following-up Definition: Follow-up is contact [typically, but not always by telephone] with a consumer following one or several referrals to provider agencies. It can have multiple purposes: • Finding out whether the consumer received the information that was sent, understands the information, and has follow-up questions; • Finding out if the caller needs assistance getting connected with service information provided; • Finding out what the caller’s experience has been with the referrals given; • Finding out if the caller needs advocacy or assistance with an appeals; and 14
• Checking on the caller’s safety if risk issues were identified. Follow-up occurs after one or several referrals have been made. The I&A Specialist should inform callers that they can call back with more questions at any time. If a caller agrees or wishes to have a follow-up call, s/he will need to leave their name and number. The I&A Specialist will ask permission to make a follow-up call and whether s/he is able to leave a message when s/he tries to call. At a minimum, completed follow-ups will occur with 30% of contacts. It is necessary to follow-up when: • There is a situation involving crisis, emergency or endangerment (There is a separate protocol for this.); • Basic needs of food, clothing and shelter were identified as primary issues and the caller does not appear to have the necessary capacity to follow through and resolve their problems; • There are complex problems and multiple referrals; • The amount of information may overload the consumer and it does not appear that the caller will be able to proceed with the information independently (e.g. an individual who has a hard time writing down the phone number of the referent agency); • There is a caller who is very frail and has issues beyond the initial reason for the call (e.g. slow learning; extreme situation at home; language barrier, etc.); • The person is unsure, upset or disappointed; • An application needs to be submitted by or on behalf of the consumer; • Information has been sent to the person; • There has been a history of problems with the organization to which a referral is made; • The I&A Specialist is dealing with new or unfamiliar services or providers; or • There is a complaint. It is not necessary to follow-up when: • The conversation is brief and specific, as in a request for a phone number or a simple referral. • The consumer has indicated that he or she does not wish to have a follow up contact. Follow-up for initial contacts will be completed within 30 days of the original call or within 2 business days in an urgent situation. 15
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