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Welcome to the OCASI Professional Development Conference at the Nottawasaga Inn!
April 2009
Objectives
• The purpose of the Information and Referral (I&R) training is to facilitate the successful settlement and integration of immigrants and refugees into the social, economic, cultural and political life of Canada by enhancing effective and consistent provision of I&R in ISAP funded settlement agencies.
Workshop Objectives
• Understand the importance that I & R plays in the integration of newcomers to Ontario.
• To discuss the Standards for Professional Information and Referral and their relationship to settlement work.
• To identify the performance-based competencies and skills required to provide I & R
• To review the critical elements for providing quality information, assessment and referral.
• To share and learn from each other
Human Services Treasure Hunt
• Demonstrates what we know/don’t know• Simulates the need to retrieve information• Simulates what we do as information providers• Demonstrates the need to share and exchange
information.• As I&R providers we must know that there is
always more to know.
What is I & R and why is it so important?
• A process to link clients up with available, appropriate and acceptable services.
• I & R providers help in accessing a broad range of social, human, government and health services.
• I & R services can help clients cut through the “red tape” by letting them know about eligibility requirements, application procedures and basic contact information.
• An Information and Referral service provides appropriate human services referrals for individuals, families and organizations.
Roles of an I&R Service
• Information Giving
• Referral Giving
• Advocacy
• Crisis Intervention
• Follow-up
• Resource Database
• Data Collection, Analysis & Reporting
•Cooperative Program Development
•Community Outreach
Characteristics of I & R
• Non-stigmatization• Confidentiality• Accessibility• Sensitivity• Efficiency• Friendliness• Reliability
• Accountability• Flexibility• Neutrality• Breadth of Scope
5 Functional Areas of Settlement Work
• Information and Referral• Access and Advocacy• Counselling• Community Development and Education• Administration
(This is taken from a very useful resource entitled Immigrant Settlement Counselling – A Training Guide available from Settlement.org At Work)
AIRS Standards
• Area I - Service Delivery
• Standards 1 - 6• Information Provision• Referral Provision• Crisis Intervention• Advocacy/Intervention• Follow-Up• Additional Channels of Access (new)
AIRS Standards
• Area II - Resource Database• Standards 7 - 12
• Inclusion/Exclusion Criteria• Data Elements• Database Search Methods• Classification System/Taxonomy• Content Management and Indexing (new)
• Database Maintenance
AIRS Standards
• Area III - Reports and Measures
• Standards 13 - 14• Inquirer Data Collection• Data Analysis & Reporting
AIRS Standards
• Area IV - Cooperative Relationships
• Standards 15 - 16• Cooperative Relationships within the I & R
System• Cooperative Relationships with Local
Service Delivery System
AIRS Standards
• Area V – Disaster Preparedness• Standards 17-23 • Emergency Operations and Business Contingency
Plan• Formal Relationships with Government and Private
Sector Emergency Operations and Relief Agencies• Disaster Resources• Disaster-Related I&R Service Delivery• Disaster-Related Inquirer Data Collection/Reports• Disaster-Related Technology Requirements• Disaster Training and Exercise
AIRS Standards
• Area VI - Organizational Requirements
• Standards 24 - 28 • Governance• Personnel Administration• Staff Training• Promotion and Outreach• Program Evaluation and Quality
Assurance
12 Core Values of Settlement Work
• Access• Inclusion• Empowerment• User-defined services• Holistic approach• Respect for the
individual
• Cultural sensitivity• Community
development• Collaboration• Accountability• Orientation towards
positive change• Reliability
I & R BILL OF RIGHTS
• Anonymous and/or confidential access to information.
• Be empowered to the extent possible.
• Assistance based on the inquirer’s personal value system
• Treatment based on respect and sensitivity to cultural, generational and age/disability related differences
• Self-Determination and the opportunity to access the most appropriate I&R service available in the system
• Accurate and comprehensive information about services.
• An appropriate level of support in obtaining services
• A grievance procedure if they feel they have not received satisfactory service from the I&R specialist
What is Client/Customer Service?
• Client service can be described as a series of activities designed to enhance the level of client satisfaction — that is, the feeling that a product or service has met the client’s expectation.
• It involves responding promptly and accurately to client requests in such a way that each client feels valued, respected, and understood.
Performance-Based Competencies
• The AIRS performance-based competencies reflect standards established for the field of information and referral together with values defined by the broader I&R sector.
• The competencies describe, in a clear and objective manner, the knowledge, skills, attitudes and work related behaviors an I&R practitioner must demonstrate in order to perform job related duties effectively
Performance-Based Competencies - Exercise
In small groups, try to come to a consensus regarding four things that you need to know as a settlement I&R provider, four skills that you need to have and four work-related attitudes and behaviours that are necessary. Please try and rank them in order of importance.
The I&R Preparation Process
• Prepare your physical environment• Know your tools and resources• Understand the complexities of the human
services system• Keep your information up-to-date• Know the limitations of your knowledge,
skill and authority.• Know where to find information when you
need it
Steps in the I & R Process
• Proper introduction or greeting
• Listening – Have you taken the time?
• Do you know the real question or problem?
• Are there several problems?
• Do you know all the relevant facts?
• Do you know what the client has tried?
Steps in the I & R Process continued
• Checking your understanding of the question – paraphrazing
• Is the customer capable to act on the information?
• Do you have the necessary knowledge, skill and authority to help the customer?
• What are you going to do next?
The Greeting
• The greeting sets the tone for the whole interaction with the customer.
• A warm, professional greeting can help create a memorable impression of your agency, by reinforcing brand awareness and creating trust and rapport.
• The greeting is also a reflection of you – your ability and enthusiasm.
• It should communicate that you are ready and willing to help, and should leave a positive, lasting impression.
The Greeting
• All calls should be answered using a standard greeting which includes your name.
• You should be prepared to explain your role and the programs and services offered by your agency. The greeting has four parts:
– “Hello”, “Good Morning”, or “Good Afternoon”.– Identify the organization – “Thank you for calling
the Skills For Change”– Tell the caller your name.– Ask “How may I help you?”
Exercise
• Listen to the following audio clips.• As the caller, listen to the greeting – how did
it sound • Did you feel that your call was welcome?• Did you get a feeling of confidence from the
information provider’s tone of voice?• Could you “hear” the smile in their voice?• Which greeting did you prefer and why?
Listen
• Listening, not talking, is the single most important aspect of your interaction with the client.
• Everything flows from your ability to listen carefully by giving clients your undivided attention and focus.
• There are a number of active listening skills and techniques that can be applied to interactions with clients
Active Listening
• Active Listening can be described as the process of attending, processing and understanding auditory messages.
• You never learn anything while you are talking.
• Actively listening to what the client is saying and “really hearing” them is absolutely essential to providing the client with quality service.
Active Listening Techniques
• Prepare to listen• Be legitimately interested• Use Minimal Encouragers• Reflection and Paraphrasing • Empathic Listening• Be a physically involved listener• Accept responsibility for understanding
Pitfalls to Avoid
• The Drift– The average person listens at a much faster
rate than the rate at which a caller speaks.
– As a result, we sometimes “listen with one ear” and think about something else at the same time.
– When we “drift off” like this, we lose focus on what the client is saying.
Pitfalls to Avoid
• Jumping to Conclusions– In your agency, you get many inquiries of a
similar nature.
– What sometimes happens is that after a while, the I&R Specialist stops really listening because they think they know what the caller is going to say.
– While you may be right about the general nature of the call, you are likely to miss important details which the client will later have to repeat.
Pitfalls to Avoid
• Interruptions We usually interrupt our clients usually with the best
intentions.
Sometimes it is essential to consciously interrupt a client who has gone off on a tangent, causing you to completely lose control of the call.
The best way to interrupt without sounding rude is to interject with the client’s name.– If you don’t know their name, another option is to say
firmly “I’m sorry to interrupt but could you just tell me …”.
Pitfalls to Avoid
• Distractions – Do you ever find yourself being interrupted
while on a call by someone coming to your desk and speaking to you or giving you something?
– In those moments, we switch our focus to the person we can see and stop focusing on the caller.
– It is essential to focus your attention on the client at all times.
Pitfalls to Avoid
• Rehearsing
– A common listening barrier is planning what you are going to say back to the caller rather than listening to what they are saying.
– This will get you in trouble as your response is often inconsistent with the customer has said.
• Was this exercise easy?
• Were you able to keep track of the “ABC’s” or did you find it difficult to listen and perform the task at the same time?
• What, if anything, does this tell you about listening?
Exercise – The ABC’s of Listening
The Needs Assessment :Asking the Right Questions
• In many service interactions, you have to gather information from the client before you are able to give information to the client. This involves asking the right questions in the right way
• It is sometimes necessary to ask the client a number of questions to understand the details of their situation.
• There should always be a reason for every question you ask the client and it is important to let the client know why you are asking.
Asking the Right Questions
Effective questioning can help you:
• get the facts• guide the conversation in a particular direction• confirm that you’ve understood what the client has said• get information about what the client is thinking and
feeling• identify appropriate services and resources on behalf of
the client.
•
Gather Information
• The type of information you may need to obtain as part of the information gathering step includes things like:
– urgency (how quickly do they need the service?)– who the service is for?– health status– age– family composition– previous attempts at getting help for the situation– address or general location– access to the Internet– status or residency requirement
Referrals
• A referral involves identifying organizations and programs capable of meeting the client’s assessed needs and providing enough information about each organization to help them make an informed choice
• We must check to ensure that the client will be eligible to the organizations and programs to which we are referring.
• Where possible and appropriate, clients should be given choice and options regarding referrals.
Brainstorm and Discussion
You have four minutes to identify up to 10 different eligibility criteria that are used to determine who receives services from social, human and government organizations to which you refer. Identify the criteria and then the program or service (i.e. age = Old Age Security)
Summarize and Confirm Understanding
• Once you have relayed the information, it is important to ensure that the client has understood it.
• This step provides the opportunity to clarify, summarize and restate to the client what has occurred during the interaction.
• It might also be appropriate for the client to summarize the information so you know that they have understood it.
Tips for Working with Diverse Populations
• Recognize and acknowledge individual differences, and all the ways that we are unique and different from each other.
• Remember no matter the person’s background that any client has the same basic needs as any other.
• A person’s identification with a certain group may or may not affect the type of referrals available or the type of services to which they would prefer to be referred. Ask questions about preference or eligibility when appropriate.
Discussion
• How is providing information and referral to newcomers/immigrants different from providing information and referral to other groups?
Are there special things that we should be aware of?
What are the differences and similarities?
Important Terminology
Break up into small groups and try and define the 5 following terms:
Cultural Sensitivity Stereotypes Discrimination Racism Diversity
Important Terminology
• Cultural Sensitivity - an awareness about one’s own cultural assumptions, behaviours, beliefs and unconscious biases.
• Stereotypes - oversimplified or exaggerated depictions of individuals based on some assumed characteristics stemming from their belonging to a particular societal group
• Discrimination - the conscious or unconscious act of dealing with people on the basis of prejudicial and predisposed attitudes rather than individual merit.
Important Terminology
• Racism - a set of attitudes that defines people based purely on their race, colour, religion, origin or ancestry and contends the supposed superiority of one race above another.
• Diversity - the recognition and acknowledgement of individual differences, and all the ways that we are unique and different from each other. Diversity recognizes differences, respects differences and strives to celebrate them.
Adapting to the Client
If you are going to build rapport with your clients, you can’t treat them all the same.
It is essential that you recognize that each client and service provider is unique
Clients come from different backgrounds, cultures, have had different experiences – all of these things have an effect on how they interact with you and how you should interact with them.
THANK YOU!
I hope that you enjoyed the session. Have a wonderful conference Faed Hendry Manager – Training and Outreach
Findhelp Information Services 416-392-4544 [email protected]
Steps in the I & R Process continued
• Checking your understanding of the question – paraphrazing
• Is the customer capable to act on the information?
• Do you have the necessary knowledge, skill and authority to help the customer?
• What are you going to do next?
Active Listening Techniques
• Prepare to listen• Mirror• Paraphrase• Reflect feelings• Nonverbal cues• Minimal encouragers• Verbal tracking• Validate
• Empathy• Accept responsibility
for understanding• Don’t tune out “dry”
subjects• Be a physically
involved listener• Summarize
Serving Diverse Communities & Populations
• At OCASI you interact with clients and service professionals from all backgrounds. Newcomers and Immigrants Youth Internationally-Trained Professionals Victims of Violence/Torture Settlement Workers
Video
• Watch the video Understanding Cultural Diversity.
– Watch for how the person deals with two very different clients.
Defining my role within OCASI
• Do I have a comprehensive understanding of the mandate and services of OCASI and my function within it, and can I clearly explain this to the public?
• Do I have an understanding of the basic structure of settlement services network and OCASI member agencies?
Defining my role within OCASI
• Can I anticipate the types of problems/questions with which I am most frequently presented by clients and member agencies?
• In relation to these types of problems/questions, do I know when it is appropriate to provide a direct service response? And when it is appropriate to make a referral to another settlement service agency.
Defining my role within OCASI
• Am I comfortable in acknowledging when a situation is beyond the limits of my knowledge, skill or authority?
• Can I explain settlement service information clearly and simply to a client, and help him/her understand how it relates to his/her situation?
Defining my role within OCASI
• Can I accept that there is not an ideal solution for every problem?
• What is OCASI’s policy on confidentiality?
• Can you think of an example of an I&R situation that you were not comfortable with is?
Defining my role within OCASI
• What are the aspects of your job that you enjoy the most?
• What are your personal learning objectives for working in the field of settlement work?
The C.I.A. Exercise
C.I.A. stands for control, influence and affect. It is important for the I&R Specialist to be aware of what they are able to control, influence and affect in the context of providing information and referral and service delivery
Our focus and energies should be channeled towards aspects of the I&R process that they we are able to control.
Ten things you Control
1)
2)
3)
4)
5)
6)
7)
8)
9)
10)
Important Factors
• The number and scope of human services• Rate of change in human services• Changing demographics and immigration patterns• Eligibility requirements• Changes in government – New legislation• Distance from service• Waiting lists• Changing needs and attitudes• Changes in technology
Eligibility Criteria
• Age group• Cultural background• Employment status• Gender• Income level• Health condition• Location• Residency requirements
Application Procedures
• By telephone• In person• Online• With or without an appointment• With or without a financial assessment• With or without a health assessment• With or without identification• Immediately or after some time on a waiting list
Summary
• As information & referral providers it is not possible for us to know everything about the human services system. However we can be aware of the importance of assessment and resourceful in accessing information, and able to communicate this information effectively to the client.
Primary Areas of Inquiry
• Employment• Financial Assistance• Education and Training• Health Services• Housing Options• Immigration and Citizenship• Consumer Education• Legal Services
Employment
• Employment Standards• Labour Market Information• Professions and Trades• Job Search Workshops, Employment Resource
Centres and Community Access Programs• Self-Employment• Mentoring and Apprenticeship Program• Volunteering
Financial Assistance
• Ontario Works Program• Ontario Disability Support Program• Employment Insurance Benefits• Income Security Programs such as Old Age
Security, Guaranteed Income Supplement and the Canada Pension Plan
• Child Tax Benefit• Ontario Student Assistance Program
Immigration and Citizenship
• Landing and living in Ontario
• Permanent Residency and the PR Card
• Canadian Citizenship
• Sponsorship
• Refugee Claimants
Language, Education & Training
• Language Instruction for Newcomers to Canada• English as a Second Language• Literacy and Basic Skills Programs• Post Secondary Education• Training and Apprenticeship Programs
Housing Options
• Emergency accommodations
• Short-term accommodation• Subsidized housing• Cooperative housing• Rental housing• Landlord and tenant rights• Buying a home
Health Services
• Ontario Health Insurance Plan• Interim Federal Health Program• Health Care Practitioners• Community Health Centres• Public Health Units• Mental Health Services• Addiction Services• Drug Benefit Programs
Providers of Human Services
• Federal Government
• Provincial Government
• Regional Government
• Local Government
• Non-Profit organizations
• Faith-based organizations
• Self-help or Mutual Aid Groups
Levels of Government
• Birth Certificate
• Birth Registration
• Child Tax Benefit
• Child Care Supplement for Working Families
• Child Care Subsidy
• Citizens Inquiry Bureau
• Criminal Injuries Compensation Board
• Doctors License
• Drivers License
• Family Responsibility Office
• Guaranteed Annual Income Supplement
• Guaranteed Income Supplement
• Human Rights
• Legal Aid
• Marriage License
• Ontario Works
• Police
• Public Libraries
• Public Transportation
• Residential Rehabilitation Assistance Program
• Social Assistance Tribunal
• Training, Colleges and Universities
For the following, please attempt to identify the level of government that is responsible for providing and administering each of these programs and services.
Case Examples - Youth
• A 19 year-old emails you stating that he is having a difficult time adjusting to live in Canada after moving from Bangladesh 3 years ago. He feels very alone, depressed and isolated. He lives with his father in Hamilton but has dropped out of school and has no money and no job. How would you assist this young man and what are the challenges of assisting him?
Francophone Community
• A foreign trained chemical engineer from Senegal has been living in Toronto for the past year. He is a landed immigrant and has been trying to find a job in his field with little success. He and his wife are slowly running out of the funds they brought with them to Canada. He is getting quite desperate and wants to find a job as soon as possible. He feels that he is being discriminated against because of his language and his colour. How would you try and help him?
Sponsorship
• A family who were landed immigrants and now have become Canadian citizens want to sponsor their relatives from South East Asia. The family is comprised of a husband, wife and 3 children between the ages of 5 and 14. The husband wants to sponsor his three children from a previous marriage as well as his mother who is 71 years old. He wants to know about the sponsorship process and fees associated with it. He wants to know how long it will take. How would you advise this person.
Sponsorship Breakdown
• Your clients, who are an elderly couple sponsored to Canada by their children, report a case of abuse to you. They complain that their lives are unbearable and that they are being neglected and humiliated by their children. They do not want to return to their country of origin but just can’t face going back to living with their children. How would you advise them?
Health and Pregnancy
• A woman emails you and says that she has arrived in Thunder Bay from Taiwan in August 2008. She doesn’t have an OHIP card yet and she is 7 months pregnant. She wants information on health care services and wants to no if there are places that can assist her.
Access to Professions and Trades
Actual e-mail - I did my masters in Microbiology from India and worked in a quality assurance department for a pharmacy company in India for a year and a half. I have been in Canada for 2 years now and am looking for a job in my own field or any related field. How should i go about with getting a job here even if its on voluntary basis. I am ready to study to validate my studies in Canada.
Thanks
Online Resources
• To identify helpful sources of information for settlement workers.
• To provide an overview of when and how to use the Internet for I & R purposes.
• Identify criteria for evaluating the quality of information on web sites and pages.
• To share and exchange useful information tools and resources.
Settlement Information Resources
• Knowing the answer to a clients inquiry is not as important as knowing where to go to find the information.
• As settlement workers many of us have been self-taught on how to use online resources.
• Online resources may not necessarily the best tool or resource to provide information.
Sources of Information
• Government and Community Information Centres (211, 311, Service Canada)
• Specialized Information Centres
• Print Sources of Information
• Online Resources
• Discussion Boards, Listserves, Newsletters
• Colleagues
Print Resources
• Community Directories (Blue Book, Red Book)• Government Information Directories• Directory of Associations in Canada• Directory of Self-Help and Mutual Aid Groups• Telephone Directories
Is the Internet the best tool?
• What other resources do you have at your disposal?
• Level of comfort and knowledge in using each resource
• The depth of the information that you are required to give
• The primary geographical location you serve• The type of referral you give• Other factors?
5 Criteria for Using the Internet for I & R
1. KNOW what you’re looking for and how the Internet can help
2. FIND the information you want
3. GET the information in a format you can work with
4. EVALUATE that information
5. USE the information
The C.R.A.P. Test
The CRAP test is a way to evaluate online information based on the following criteria:
• Currency• Reliability• Authority• Purpose/Point of View
Currency of Web Documents
• When was it produced?
• When was it updated?
• How up-to-date are the links (if any)?
• Is it current enough for your topic?
• Is there a date posted?
Reliability
• What kind of information is included in the resource?
• Is content of the resource primarily opinion? Is it balanced?
• Does the creator provide references or sources for data or quotations?
Authority
• Who published the document and is it separate from the Webmaster?
• Check the domain of the document, what institution publishes this document?
• Does the publisher list his or her qualifications?
Purpose/Point of View
• Is this fact or opinion?
• Is it biased?
• Is the creator/author trying to sell you something?
Thank you for attending this session!
Faed Hendry
Manager – Training and Outreach
Findhelp Information Services 543 Richmond Street West Ste 125
Toronto, Ontario M5V 1Y6
416-392-4544
ISAP Service Definitions• Reception -- meeting newcomers at points of entry or at their final destination, and taking care of
their immediate needs (housing, clothing, household effects, transportation) during their first days in Canada.
• Referral -- putting newcomers in touch with community resources/services (banks, shops, housing, health, cultural, educational, recreational and legal facilities).
• Information and Orientation -- giving clients practical guidance to help them cope with the problems of everyday living, introducing them to the community, and giving them information on their rights and obligations. This service could include advice on how to use public transit, or assistance with housing. Information could be provided on banking, taxes, daycare, school registration, shopping, budgeting, food preparation, safety, the police, Canadian values, roles and responsibilities of landlords and tenants. Information and orientation sessions may be given in groups or one-on-one.
• Interpretation and Translation -- providing interpretation to make it easier for newcomers to cope with day-to-day survival in the community. Translation must be limited to documents related to employment, health, education and legal matters that are necessary for immediate settlement.
• Counselling -- identifying newcomers' needs, determining how these should be addressed and helping clients link up with specialized services if they are having problems adjusting to life in Canada. This does not include in-depth social or psychological counselling normally provided by professional counsellors.
• Employment-related services -- organizing job finding clubs which cover job search strategies, resume writing, interview techniques and how to follow up on the telephone with potential employers. Newcomers may also be helped to obtain trade/ professional certification or recognition of their academic credentials. Other job search support may be provided as long as it does not duplicate federal employment services.
Ineffective Listeners
• On-Off Listening
• Pseudo-Listening
• Red Flag Listening
• Rehearsing
• Too-complicated-for-me Listening
• Open Ears – Closed Mind Listening
• Interrupting
• Don’t Rock the Boat Listening
• Tolerating or Creating distractions
Four Levels of Evaluation
• Reactions and Feelings (feelings are often poor indicators that your service made lasting impact)
• Learning (enhanced attitudes, perceptions or knowledge)
• Changes in skills (applied the learning to enhance behaviors)
• Effectiveness (improved performance because of enhanced behaviors)
Stages of Outcome Measurement
• Immediate – Do clients use your I & R service to access information?
• Intermediate – Do clients follow through on referrals provided?
• Long-Term – Do clients receive the services that they need?
Active Listening Techniques
• Prepare to listen• Mirror• Paraphrase• Reflect feelings• Nonverbal cues• Minimal encouragers• Verbal tracking• Validate
• Empathy• Accept responsibility
for understanding• Don’t tune out “dry”
subjects• Be a physically
involved listener• Summarize
Human Services System Module #3
• “I was brought up to believe that the only thing worth doing was to add to the sum of accurate information in the world.” Margaret Meade
• “The dumbest people I know are those who know it all.” Malcolm Forbes
• “The first step towards knowledge is to know that we are ignorant. “
Workshop Objectives
• To further enhance and develop our understanding of different programs, services and resources and to better understand the human services system.
• To enable us to provide quality information & referral to clients who require access to programs & services.
• To share and exchange knowledge and information.
Confidentiality
• The requirement that the I&R service disclose personal information about the identity of inquirers, their requests and the resources given to them only when necessary.
• Information about an inquirer must not be shared with others unless disclosure is required by law,
Module #2 – Overview of the I&R Process
• To objectively assess and examine how we provide I & R.
• To identify effective communication and active listening skills.
• To explore the challenges, boundaries and limitations of I&R and Settlement Work.
5 Criteria for Evaluating Web Sites
• Accuracy
• Authority
• Objectivity
• Currency
• Depth of Coverage
Accuracy of Web Documents
• Who wrote the page and can you contact him or her?
• What is the purpose of the document and why was it produced?
• Is this person qualified to write this document?
• Know the distinction between author and Webmaster.
Objectivity of Web Documents
• What goals/objectives does this page meet?
• How detailed is the information?
• What opinions (if any) are expressed by the author?
• View any Web page as you would an infomercial on television. Ask yourself why was this written and for whom?
Coverage of Web Documents
• Are the links (if any) evaluated and do they complement the documents' theme?
• Is it all images or a balance of text and images?
• Is the information presented cited correctly?
Module #1 I&R and Settlement Work
• Standards for Professional Information & Referral and their relationship to settlement work.
• Core values of settlement work.
• Information & Referral Bill of Rights
• Statistical Data and Program Evaluation
The 3C Model
• Contact = Focus on Feelings
• Clarification = Focus on the Problem
• Closure = Focus on an Action Plan
Objectives Continued
• Enhance our knowledge and understanding of human services
• Identify important sources of information• Discuss how to evaluate web sites• To learn and share from each other• To have fun
Characteristics of Outcome Indicators
They identify and measure the specific characteristic or change that signal an outcome has been achieved
• Measurable – we can observe it, count it, weigh it, assess it in some quantifiable way
• Meaningful – It captures enough of the essential component(s) of the outcome to represent it adequately. If we saw it, we’d agree that the outcome has been achieved.
• Sensitive – It is able to detect the qualities being sought or the amount of change expected
• Timely – It is likely to occur within the designated timeframe and/or to occur often enough to be useful
What Do Our Clients Want?• better and faster services • access to information and services in person, by
phone and on-line• access to information and services 24/7• one-stop shopping/first call resolution• access to all levels of government in one place• information that is accurate, complete and
appropriate• service that is responsive, timely, efficient,
helpful, friendly
What Clients Value
• Whether clients are applying for an OHIP card, asking for information about employment and training programs or requiring language instruction, there are three key areas that concern them
Product– Did I get what I needed?– Is it a quality product?
Process– Was it easy to get what I needed?– Did I get it when I needed it?
People– Were the people responsive, efficient, friendly?
Client Satisfaction
The Client Satisfaction Equation
Service Expectations + Experience/Process + Outcomes
= Client Satisfaction Level
Moments of Truth
• In every client interaction, there are “moments of truth” which define the client’s perception of the service experience.
• These “moments of truth” occur at each point where the client’s pre-service expectations come up against
the reality of the service experience.• How well the client’s expectations are met at each of
these moments will form the basis for the client’s satisfaction with the experience.
Moments of Truth
Service Expectation
Experience Enhancer
Experience Detractor
My call will be answered within a reasonable timeframe.
My call was answered within 3 rings.
I was put on hold for 20 minutes.I wondered if I’d been disconnected.
Five Drivers of Satisfaction
• Timeliness
• Knowledge and Competence
• Courtesy and Comfort
• Fairness
• Outcome
Exercise• Work with three or four others to identify a
few service expectations your clients or member agencies have when they contact GEO or HFO.
• For each expectation, identify one or more experience enhancers and one or more experience detractors.
Steps in the I & R Process
• Proper introduction or greeting
• Listening – Have you taken the time?
• Do you know the real question or problem?
• Are there several problems?
• Do you know all the relevant facts?
• Do you know what the client has tried?
Discussion
• What are some of the differences between providing information & referral face-to-face versus on the telephone versus responding to an inquiry by e-mail?
• What are some of the similarities?
• What are some of the challenges of providing I&R through email and discussion boards?
