Information and Referral (I&R)
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Information and Referral (I&R)

Revised October 28, 2007

Purpose: This category describes when and how to provide individuals contacting the department for services with information and referrals to community resources.

GUIDELINES

  1. Information and Referral (I & R) is a service available to all persons who request it from the department regardless of how they make such a request.

  2. Resources available to assist the client will vary depending on whether the client is currently receiving services from DSHS.

  3. Any staff person can refer the client to a Social Worker for I & R assistance if the staff person cannot directly assist the client by providing either the requested information or referral.

  4. Staff should make referrals in an efficient manner that connects the person directly with the resource and eliminates any unnecessary steps or time.


NOTE: Information about local community resources can be found on the web at the Access Washington Resource Directory at: http://www.AWRD.org

WORKER RESPONSIBILITIES

  1. Discuss the person’s needs with them.

  2. Determine if there are resources within the department or community to meet the client’s needs and make an appropriate referral.

  3. If the person appears to be able to make their own appointment with the resource, give them the information they need to do so. If it appears the person needs help to connect with the resource, provide them with appropriate assistance.

  4. Document the information that you gave to the person (if appropriate) or referrals that were made on the person’s behalf. Make the documentation in the system associated with the program from which the person is receiving services. For example:

Program

System

TANF / SFA, RCA, medical assistance only, food assistance only

ACES, e-JAS

GAU, GAX

ICMS

Non-recipients

BarCode (according to local office policy)

EXAMPLE

A client comes in and reports family violence issues and requests information and services from the receptionist. The receptionist immediately refers the client to the CSO Social Worker who:

  1. Determines if the client or their children are in immediate danger.

  2. Conducts an assessment and makes appropriate referrals including to the Family Violence Advocate in the local office.

  3. Based upon the outcome of the assessment either:

    1. Give client the information to assist them with their needs (if it appears they can follow through with needed resources); or

    2. Complete a referral form including the name, address, phone number, directions etc. so that the client can get to the resources on their own.

EXAMPLE

A client reports the family has no food. The family has applied for food assistance and has an expedited appointment in 3 days. Possible actions by staff include:

1. Providing the client with information about local food banks; or

2. Checking the Access Washington Resource Directory (http://www.AWRD.org) website for information about local food banks and gives the client the address and days and times the food bank is open; or

3. When information is not directly available to the first person the client speaks with, that staff person connects the client with a social worker who can get the information.

4. If the social worker knows that the food bank will not be open to meet the immediate need of the client, the worker can use local contacts (such as churches) to assist the client with obtaining food.

 

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Modification Date: October 28, 2007
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