Delivering Training and Technical Assistance - Administration for ...

Phases of a Systematic Approach to Providing Technical AssistanceOne of the core principles above is using a systematic approach when providing TA. If you are developingyour process for TA provision or refining your current process, this is a good place to start. Establishinga systematic approach ensures that all beneficiary organizations get equal treatment and increases thelikelihood of high-quality TA provision and, in turn, measurable outcomes from that TA provision.The four phases in a systematic approach to TA are:1. Request2. Analyze3. Implement4. EvaluateAs with most processes, these phases are not always performed in a linear fashion. You will continue toanalyze as you implement, and you could evaluate mid-way through a long-term TA engagement.RequestIn the first phase, the leadership of the beneficiary organization makes a request for TA. They could submit aproposal asking for large-scale support, approach you in the middle of a TA engagement with an emergency,or call you with an informal question. Regardless of how the request originates, there is key information thatcan be gleaned and documented from the request:• Basic information, such as the organization’s name and date of request.• Narrative description of the presenting problem and requested assistance.• Preliminary analysis of underlying issues and needs contributing to the presenting problem.• TA action necessary to “fix” the problem.After that information has been gleaned, you may receive one of the following responses.1. “Yes, I can help you right now.” If the request requires little action and can be met within thesame conversation, you are providing immediate TA. You might answer the question, look up someinformation, offer a brochure or a manual, or direct the organization to a website.2. “Yes, we can work with you.” This answer is, in effect, what you say to an organization that you havethe resources, skills, and knowledge to assist. If this is your answer, you will move through the remainingphases of this systematic approach to TA.3. “I’m sorry, we can’t help you with that. Some resources that may be able to help you include…”This is a rejection or a referral. Either way, you are redirecting the requestor away from your TA services.If you are also a training provider, you may refer the organization to your training calendar. Or theremay be another TA provider in your area that can help.If you are receiving a lot of TA requests that can be met by immediate responses, it is important to designatea first responder. This person is responsible for fielding the requests, determining which of the three aboveresponses to give, and addressing the requests that can be met through immediate TA.14