Community Action Training 1
- 1. Basic Crisis Response and Resource Referral skills for Church Staff
- 2. Overview • Greetings, Overview of I & R • Stats on Poverty • Story • Clients Rights/Difficult Behavior • I & R Process • Info on agencies – DHS, DAVS, HUD, OFB, CAO • Closing/Questions
- 3. Poverty in Washington County • When working is not enough- 2010
- 4. Affects one, affects us all • Mouse Story – Their need can affect us all- we’re a community! – The numbers of needs are enormous- focus on the person in front of you- make a world of difference for them – Your positive attitude and hope can be what they need!
- 5. Clients Rights • Individuality • Non-Judgment • Self Determination • Concern • Empathy • Courtesy • Efficiency • Confidentiality
- 7. Client’s Difficult Behaviors • Angry or upset • “know-it-all” • Criticizes and puts you down • Negative • Complains • Silent and unresponsive • Contradictory message • Attempts to manipulate or intimidate
- 8. I & R- Information & Referral Process Basics • Preface • Contact – Come? – Call?
- 9. I & R Process • Clarification/Problem Solving – Assessment • What is the problem? • Is there more than one problem? • How does the individual feel about the situation? • What are other Options
- 10. I & R Process – Decision Making • Not an authority/advisor but a resource and a facilitators • Sometimes give specific info, others more advocacy- often in the middle- assisting and facilitating
- 11. I & R Process- I vs. R – Information Giving • Information Giving – Providing specific information in response to an inquirer’s direct request, such as for the location of a particular service or the phone number of a program • Referral Giving – Assessing the inquirer’s needs and directing them to one or more appropriate organizations capable of meeting those needs
- 12. I & R Process • Closure: – Clarify what next steps – Verify information is correct – Summarize interview’s outcome – “Call/Come back if you need more help”
- 13. Local Established Government/Private Agencies • Community Action • Department of Human Services (DHS) • HUD • Disabled, Aging and Veteran services • Oregon Food Bank
- 14. Conclusion • Awareness of Poverty • Clients Rights • I & R Process • Local agencies
- 15. Q & A • Ask anything about content • Brochures available- can offer contacts for more detailed information