1. 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
212 Second Street, Suite 204
Lakewood, New Jersey 08701 1

2. ARRA STRENGTHENING COMMUNITIES GROUP
Lrrc welcomes…
ARRA STRENGTHENING COMMUNITIES GROUP

3. 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

4. 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

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

6. Interview stages Pre Interview Experience Interview Experience
Post Interview Experience
Outcomes Measures

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

8. 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

9. 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

10. 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

11. 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

12. 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

13. 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.

14. 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

15. 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

16. 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

17. 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

18. Initial Interview summary
Appointment Availability
1st Point of Contact Exp.
Imparting information
Professional Exp.
Physical Comfort
Emotional Comfort
Goals / Plan Effectiveness
Achievements
Agency Outcomes

19. 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

20. QUESTIONS & ANSWERS

21. Thank You!