Get to the Core of It: Information & Referral (I&R)
Table of Contents
- Get to the Core of It: Information & Referral (I&R)
- Session Objectives
- Why is I&R a Core Service?
- I&R Core Service: The Human Approach - The First Point of Entry
- Customer Service
- Listening Skills
- Communication Skills
- De-escalation / Crisis Management
- Time Management & Prioritizing Responses
- Prioritizing Responses
- Follow Up and Consumer Relationships
- Arizona Bridge to Independent Living (ABIL) www.abil.org
- Questions & Answers
- I&R as a Core Service: Art and Science Connecting People & Resources
- Record Keeping and Data Management
- Examples
- LINC I&R Form
- Information Resource Management
- Considerations for Data Tracking
- Catalog Example
- Another Catalog Example: Accessibility
- Policies and Procedures
- Shared versus Dedicated Staff Responsibility
- Community Collaborations
- Questions & Answers 2
- I&R Resources
- Living Independence Network Corporation (LINC)
- Wrap Up and Evaluation
- CIL-NET Attribution
Text and Images from Slide
CIL-NET Presents…<br />A National Teleconference & Webinar
Get to the Core of It:
Information & Referral (I&R)
April 24, 2012
Presenters:
Roger Howard
Darrel Christenson
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CIL-NET, a project of ILRU - Independent Living Research Utilization