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Skill-Building for Effective I&R Service Delivery

Skill-Building for Effective I&R Service Delivery. Fran Spadafora Manzella, M.S., CIRS Call Center Manager, 2-1-1 Tompkins. Objectives. Review and practice effective steps in the I&R Process Review and practice active listening skills Review and practice effective assessment techniques.

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Skill-Building for Effective I&R Service Delivery

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  1. Skill-Building for Effective I&R Service Delivery Fran Spadafora Manzella, M.S., CIRS Call Center Manager, 2-1-1 Tompkins

  2. Objectives Review and practice effective steps in the I&R Process Review and practice active listening skills Review and practice effective assessment techniques

  3. Ice Breaker

  4. 6. Summarize the Situation 7. Research 8. Giving Information & Referrals 9. Closure I&R Process 1. Contact 2. Gather Information 3. Assess Situation & Define/Prioritize Needs 4. Identify Goals and Outcomes 5. Identify What Has Already Been Done

  5. Contact Establishing Rapport Active listening: a structured form of listening and responding that focuses attention on the speaker and what is being said.

  6. Gather Information Learn more about the caller’s: Situation Characteristics age/employment status transportation/health language/family/income

  7. Assessment • Understanding the nature and extent of inquirer’s situation • Employ Probing Techniques • Involve the inquirer in the assessment process – check in and ask if what you’re suggesting is accurate

  8. Asking Appropriate Questions • Open and closed-ended questions • Maintaining Boundaries

  9. Open Ended Questions • The questions help to get the conversation moving, allowing the caller to delve deeper into the reason behind the call. • Questions that cannot be answered “yes” or “no” • Avoid conversational “dead-ends” by using “who”, “what”, “where”, or “how” questions

  10. Active Listening Skills • Validation/Empathy • Open-ended Questions • Steering/Probing/Clarifying • Attention to Tone/Non-Verbal Cues

  11. Active Listening Skills • Minimal Encourager • Reflecting Feeling/Key Phrases • Paraphrasing/Summarizing • Effective Pause

  12. Defining Needs • Simple: • What is the number of my food stamp office? • Complex: • Where can I get furniture? We have been sleeping on the floor for the past few weeks.

  13. The Question Behind the Question

  14. Exercise

  15. Listening Pitfalls • Thinking of your next question and not listening • Interrupting the caller when not necessary for focus • Asking too many “why” questions • Making decisions for the caller

  16. Listening Pitfalls Cont. • Failing to maintain boundaries: giving advice, counseling, or conducting case management • Self-disclosure • Focusing too much on note-taking

  17. Prioritizing Needs • How do we help the inquirer prioritize their needs? Employment Health Care Food Housing Child Care Transportation Legal Services Mental Health Services Financial Assistance Credit Counseling

  18. Identify Goals & Outcomes • Clarify caller’s goals • What do you want to happen? • What is important to you?

  19. Identify What Has Already Been Done • Avoids duplication • What have you tried? • Whom have you contacted? • How did that work out? • Helps to explore available resources

  20. Summarize the Situation • Ensures you understand caller’s needs • Reassures the caller that you are listening • Focuses on the problem

  21. Research • Consider creative approaches to the need • Search the resources • Database, Internet; www.211.org • Select two or three possible referrals • While researching, try to narrow it down by continuing to talk to caller

  22. Information Giving • Explaining services offered by a community organization or by answering a specific question • Be sure to provide only relevant information to avoid confusion

  23. Making a Referral • Direct the individual to the appropriate organization(s) based on their need (s). • Provide contact information • Be sure to explain the referral(s) thoroughly and the reason you have chosen them

  24. Closure • In the final stage of the call, it is important to summarize the referrals and make sure that the individual understands the information. • Be sure to thank the caller and offer to provide more information if the referrals don’t work out. • Encourage the caller to call I&R/2-1-1 back.

  25. Exercise

  26. Training Presentation Source: ABCs of I&R, 2007-10 Editions Thank you for Participating! Fran Spadafora Manzella Human Services Coalition 100 West Seneca Street Ithaca, NY 14850 607-273-3010, ext 242 fmanzella@hsctc.org

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