Lakewood Resource & Referral Center LRRC & CHEMED Lakewood Resource & Referral Center Presented by: Jay B. Braun, L.S.W., M.S.W., M.S. Ed., Director, LRRC jbraun@lrrcenter.org 212 Second Street, Suite 204 Lakewood, New Jersey 08701 732-942-9292 1

ARRA STRENGTHENING COMMUNITIES GROUP Lrrc welcomes… ARRA STRENGTHENING COMMUNITIES GROUP

LRRC & CHEMED 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. 3

THE LRRC PROVIDES A COMPREHENSIVE RANGE OF FREE SOCIAL SERVICES FOR LRRC & CHEMED About LRRC THE LRRC PROVIDES A COMPREHENSIVE RANGE OF FREE SOCIAL SERVICES FOR Lakewood Township Ocean County New Jersey 4 4

TODAY’S TOPIC Maximizing Information The Initial Interview How this Effects Outcomes Building Agency Capacity

Interview stages Pre Interview Experience Interview Experience Post Interview Experience Outcomes Measures

AREAS… 1 2 3 Pre Interview Intake Forms On Line Capabilities Reception Greeting Waiting Area Physical Space 3 Timeliness Privacy Barriers

AREAS CON’T … 4 5 6 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 8 9 Interview Type Interview Styles Interview Goals Client Speech Patterns Client Emotional Patterns Client Body Language 9 Interview Success Interview Missing Info Outcome Measures

PRE INTERVIEW INTAKE FORMS ON LINE Hours of Operation Appointment F/U Appt. Avail. Address, Directions & Parking PRE INTERVIEW 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 PHYSICAL SPACE Reception Greeting , Waiting Area, phys. Space Greeting Experience Timeliness Privacy RECEPTION GREETING Spaciousness, C/B, Pens Water Cooler / Bathrooms Marketing / Promotional / Ed. Mat WAITING AREA Sufficient Seating Cleanliness Child Friendly PHYSICAL SPACE

Timeliness Privacy Barriers Timeliness, privacy barriers Appointments Start Time End Time Tracking Timeliness General Privacy HIPAA FERPA Privacy Receptionist Availability Sufficient # Appointment / Cancellation P&P Barriers

Referral tracking Paper Vs. Elect. Referral, Db, paper Vs. electronic Intake Form Data Base Marketing Tool Referral tracking Funder Audit Req. Internal Audits Corresponding Fields Storage Security Paper Vs. Elect.

OFFICE SPACE TIME FRAME Tools, Forms, Scales Layout Comfortability Safety OFFICE SPACE Length Sufficiency Productivity Points TIME FRAME Professional Validity /Reliability Security Tools, Forms, Scales

ESTABLISHING RELATIONSHIPS 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 Sensitivity Empathy

CLIENT SPEECH PATTERNS Client speech, emotions, body language Language Level Pattern & Spontaneity Conflicting Emotions CLIENT SPEECH PATTERNS Strong Reactions Interview Anxiety Participation CLIENT EMOTIONAL PATTERNS Facial Expressions Body Posture Hand/Body Movement Body language

INTERVIEW SUCCESS MISSING INFO Outcome Measures 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 Effectiveness Achievements Agency Outcomes

Initial Interview summary, con’t An improvement in any or several of these areas may lead to additional income and funding. 1st Point of Contact Exp. Imparting information Professional Exp. Physical Comfort Emotional Comfort Goals / Plan Effectiveness Achievements Agency Outcomes

QUESTIONS & ANSWERS

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