212 Second Street, Suite 204 Lakewood, New Jersey 08701732-942-9292

Lakewood Resource & Referral Center

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Presented by: Jay B. Braun, L.S.W., M.S.W., M.S. Ed.,

Director, LRRCjbraun@lrrcenter.org

LRRC WELCOMES…

ARRA STRENGTHENING COMMUNITIES GROUP

MISSION STATEMENT

Social Services Information And Referral (SSIRD) Division;To provide the entire community with the most comprehensive, accurate and empathetic social services, information, referral, assistance and advocacy, for governmental entitlement and private sector programs throughout the entire spectrum of the human lifecycle experience. We strive to assess the total situation and needs of individuals and families and do not stop with the initial inquiry of issue or problem.

ABOUT LRRC

o Lakewood Townshipo Ocean County o New Jersey

THE LRRC PROVIDES A COMPREHENSIVE RANGE OF FREE SOCIAL SERVICES FOR

TODAY’S TOPIC

Maximizing Information

The Initial Interview

How this Effects Outcomes

Building Agency

Capacity

INTERVIEW STAGES

Pre Interview

ExperienceInterview

ExperiencePost

Interview Experience

Outcomes Measures

1•Pre Interview•Intake Forms•On Line Capabilities

2•Reception Greeting•Waiting Area•Physical Space

3•Timeliness•Privacy•Barriers

AREAS…

4•Referral Tracking•Data Base /Notes •Paper / Electronic Compatibility

5•Office Space•Time Frame•Tools, Forms Scales

6•General Goals•Establishing The Relationship•Empathy

AREAS CON’T …

7•Interview Type•Interview Styles•Interview Goals

8•Client Speech Patterns•Client Emotional Patterns•Client Body Language

9•Interview Success •Interview Missing Info•Outcome Measures

AREAS CON’T …

PRE INTERVIEW, INTAKE FORMS, ON LINE

•Hours of Operation•Appointment F/U Appt.

Avail.•Address, Directions &

Parking

PRE INTERVIE

W•Data & Demographics•Critical Socio-economic

Status•Corresponds to Electronic

Rec’s

INTAKE FORMS

•Intake Forms Available•Electronic Submission•Encryption Security

ON LINE

RECEPTION GREETING , WAITING AREA, PHYS. SPACE

•Greeting Experience•Timeliness•PrivacyRECEPTION

GREETING•Spaciousness, C/B, Pens•Water Cooler / Bathrooms•Marketing / Promotional / Ed.

Mat

WAITING AREA

•Sufficient Seating•Cleanliness•Child Friendly

PHYSICAL SPACE

TIMELINESS, PRIVACY BARRIERS

•Appointments Start Time•End Time•Tracking

TIMELINESS

•General Privacy•HIPAA•FERPA

PRIVACY

•Receptionist Availability•Sufficient #•Appointment / Cancellation

P&P

BARRIERS

REFERRAL, DB, PAPER VS. ELECTRONIC

• Intake Form• Data Base • Marketing Tool

REFERRALTRACKING

• Funder • Audit Req.• Internal Audits

DATA BASE

• Corresponding Fields• Storage• Security

PAPER VS.ELECT.

OFFICE SPACE, TIME FRAME, TOOLS/FORMS

• Layout• Comfortability • Safety

OFFICE SPACE

• Length• Sufficiency• Productivity Points

TIME FRAME

• Professional • Validity /Reliability• Security

TOOLS, FORMS, SCALES

GENERAL GOALS, RELATIONSHIP, EMPATHY

• Obtain Specific info• Understand the Client • Formulate Intervention

GENERAL GOALS

• Connecting• Allocation of Authority• Opened Ended ?’s

ESTABLISHING

RELATIONSHIPS

• Listening Skills• Emotions• Cultural SensitivityEMPATHY

CLIENT SPEECH, EMOTIONS, BODY LANGUAGE

• Language Level• Pattern & Spontaneity • Conflicting Emotions

CLIENT SPEECH

PATTERNS• Strong Reactions• Interview Anxiety• Participation

CLIENT EMOTIONA

L PATTERNS

• Facial Expressions• Body Posture• Hand/Body Movement

BODY LANGUAGE

INTERVIEW SUCCESS, MISSING INFO, MEASURES

• Info Obtained• ST Goals Formulated • LT Formulated

INTERVIEW SUCCESS

• Alternative Methods• F/U Vs, Goals• Concrete & Precision

MISSING INFO

• Client Surveys• Measurability• Stats & Reports

OUTCOME MEASURES

INITIAL INTERVIEW SUMMARY

Appointment Availability

1st Point of Contact Exp.

Imparting information

Professional Exp.

Physical Comfort

Emotional Comfort

Goals / Plan Effectivenes

s

Achievements

Agency Outcomes

INITIAL INTERVIEW SUMMARY, CON’T

1st Point of Contact Exp.

Imparting information

Professional Exp.

Physical Comfort

Emotional Comfort

Goals / Plan Effectiveness

Achievements

Agency Outcomes

An improvement in any or several of these areas may lead to additional income and funding.

QUESTIONS & ANSWERS

Thank

You!21