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

2. LRRC WELCOMES… ARRA STRENGTHENING COMMUNITIES GROUP

3. 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.

4. ABOUT LRRC o Lakewood Township o Ocean County o New Jersey THE LRRC PROVIDES A COMPREHENSIVE RANGE OF FREE SOCIAL SERVICES FOR

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

8. 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 …

9. 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 …

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, 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 Appointments Start Time End Time Tracking TIMELINESS General Privacy HIPAA FERPA PRIVACY Receptionist Availability Sufficient # Appointment / Cancellation P&P BARRIERS

13. REFERRAL, DB, PAPER VS. ELECTRONIC Intake Form Data Base Marketing Tool REFERRAL TRACKING Funder Audit Req. Internal Audits DATA BASE Corresponding Fields Storage Security PAPER VS. ELECT.

14. OFFICE SPACE, TIME FRAME, TOOLS/FORMS Layout Comfortability Safety OFFICE SPACE Length Sufficiency Productivity Points TIME FRAME Professional Validity /Reliability Security TOOLS, FORMS, SCALES

15. 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, 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, 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 1 st Point of Contact Exp. Imparting information Professional Exp. Physical Comfort Emotional Comfort Goals / Plan Effectiveness Achievements Agency Outcomes

19. INITIAL INTERVIEW SUMMARY, CON’T 1 st Point of Contact Exp. Imparting informationProfessional Exp.Physical ComfortEmotional Comfort Goals / Plan Effectiveness AchievementsAgency Outcomes An improvement in any or several of these areas may lead to additional income and funding.

20. QUESTIONS & ANSWERS

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