skill-building for effective i&r service delivery
DESCRIPTION
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. - PowerPoint PPT PresentationTRANSCRIPT
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Skill-Building for Effective I&R Service
Delivery
Fran Spadafora Manzella, M.S., CIRSCall Center Manager, 2-1-1 Tompkins
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Objectiveso Review and practice effective steps in the I&R Process
o Review and practice active listening skills
oReview and practice effective assessment techniques
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Ice Breaker
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I&R Process1. Contact2. Gather Information3. Assess Situation &
Define/Prioritize Needs
4. Identify Goals and Outcomes
5. Identify What Has Already Been Done
6. Summarize the Situation
7. Research8. Giving
Information & Referrals
9. Closure
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Contact
Establishing Rapport
Active listening: a structured form of listening and responding that focuses attention on the speaker and what is being said.
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Gather Information
•Learn more about the caller’s:
SituationCharacteristics
age/employment statustransportation/healthlanguage/family/
income
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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
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Asking Appropriate Questions
• Open and closed-ended questions
• Maintaining Boundaries
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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
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Active Listening Skills
Validation/Empathy
Open-ended Questions
Steering/Probing/Clarifying
Attention to Tone/Non-Verbal Cues
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Active Listening SkillsMinimal Encourager
Reflecting Feeling/Key Phrases
Paraphrasing/Summarizing
Effective Pause
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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.
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The Question Behind the Question
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Exercise
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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
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Listening Pitfalls Cont. • Failing to maintain boundaries:
giving advice, counseling, or conducting case management
• Self-disclosure• Focusing too much on note-
taking
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Prioritizing Needs• How do we help the inquirer
prioritize their needs?
EmploymentHealth Care
FoodHousing
Child CareTransportationLegal Services
Mental Health ServicesFinancial Assistance
Credit Counseling
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Identify Goals & Outcomes
• Clarify caller’s goals–What do you want to happen?–What is important to you?
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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
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Summarize the Situation
Ensures you understand caller’s needs
Reassures the caller that you are listening
Focuses on the problem
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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
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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
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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
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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.
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Exercise
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Training PresentationSource: ABCs of I&R, 2007-10 Editions
Thank you for Participating!
Fran Spadafora ManzellaHuman Services Coalition100 West Seneca Street
Ithaca, NY 14850607-273-3010, ext [email protected]