Delivering A+ I&R

Delivering quality Information and Referral with a client focused approach

Jacky RoddyInformOntario 2014

SESSION OBJECTIVESTo identify client expectations To review the AIRS characteristics

of I&RTo identify and discuss the

performance based competencies of front line I&R providers

Client ExpectationsWhy be concerned about our clients’

expectations?Good client service is about meeting the client’s expectations

What are our clients expectations?In the very least our clients expect to be treated with respect, valued and understood

Client ExpectationsMulti channel accessAccess when they need accessFirst Contact ResolutionAccurate, Complete and Appropriate

InformationResponsive, Timely, Efficient,

Helpful and Friendly service provision

3 P’S OF CLIENT EXPECTATIONSProduct or Service – did they get what they needed?

Process – Was it relatively simple, blocks minimized?

People – Were the service providers (you and I)

responsive, efficient and friendly?

Think of a product or service that you use – cell phone, new blue jeans, soup for lunch. How do you obtain the product or service? What is the experience with the people you deal with to obtain the product or service?

MANAGING CLIENT EXPECTATIONAssess Client Expectation

Educate the Client

Evaluate the services

Keep Perspective

YOUR SERVICE’S EXPECTATIONSUnderpinning client expectation is knowing our

role, limits and authority.

It is imperative that you know the expectations your agency has of you.

Essential characteristics and principles of Information and Referral hold true for the delivery of quality and effective Information and Referral

Characteristics of Quality I&RAccessibleAccountableConfidentialEfficientFlexibleFriendlyNeutral

ReliableOptimum

Breadth/Depth of Scope

RespectfulSensitive

Performance Based Competencies

Knowledge – Information or facts

Skills – Abilities or Aptitudes

Attitudes & Behaviours – Feelings or Viewpoints

Performance Based Competencies

Exercise – Write down four things you need to know, four skills you need to have and four attitudes that are necessary for you to have to perform effective I&R

KnowledgeTenets of I&RScope of I&R services & providersFederal, Provincial, local jurisdictions

& legislation as it relates to I&RAgencies policies, procedures and

practicesDemographics of who you are servingHuman Service System

SkillsEnunciationProfessionalism

Questioning Probing

Resource Locating

AssessmentAdvocacyFollow upCrisisDocumentationEquipment usage

Attitudes & BehavioursRecognition of ValuesObjective, Non JudgmentalRespect for Clients ChoicesOpen and FlexibleStress ManagementTime ManagementTeam Work

HOMEWORKReview the performance based competencies

Evaluate your competencies

Put together a professional development plan to address the gap between your competencies and those set by AIRS/InformCanada

COMPETENCIESThe performance based competencies can be

found on InformCanada’s web site at www.informcanada.ca/certification

SUMMARYKnow and Manage Client Expectation

Know your role, limits of your authority

Know and Perform the Characteristics of Quality

I&R

Evaluate your Performance Based Competencies

Know and improve your knowledge, skills and

attitudes

THANK YOU