Lakewood Resource & Referral Center

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

ARRA STRENGTHENING
COMMUNITIES GROUP
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.
ABOUT LRRC

THE LRRC PROVIDES A COMPREHENSIVE RANGE

OF FREE SOCIAL SERVICES FOR

o Lakewood Township
o Ocean County
o New Jersey
TODAY’S TOPIC

Maximizing
Maximizing Information
Information

The
The Initial
Initial Interview
Interview

How
How this
this Effects
Effects Outcomes
Outcomes

Building
Building Agency
Agency
Capacity
Capacity
INTERVIEW STAGES

Pre
Pre Interview
Interview Interview
Interview Post
Post Interview
Interview Outcomes
Outcomes
Experience
Experience Experience
Experience Experience
Experience Measures
Measures
• Timeliness
•• Privacy
3
• Barriers
• Reception Greeting
• Waiting Area
2
• Space
Physical Space
Physical
• Pre Interview
• Intake Forms
1
• On Line Capabilities
AREAS…
• General Goals
• Establishing The Relationship
6
• Empathy
• Space
Office Space
Office
• Time Frame
5
• Tools, Forms Scales
• Referral Tracking
• Data Base /Notes
4
• Paper / Electronic Compatibility
AREAS CON’T …
• Interview Success
• Interview Missing Info
9
•• Outcome Measures
•• Client Speech Patterns
• Client Emotional Patterns 8
• Client Body
Client Language
Body Language
• Interview Type
• Interview Styles
7
• Interview Goals
AREAS CON’T …
• Intake Forms Available
• Submission
Electronic Submission
Electronic
ON LINE
• Encryption Security
• Data & Demographics FORMS
• Critical Socio-economic
Critical Status
Socio-economic Status INTAKE
• Corresponds to Electronic Rec’s
• Hours of Operation INTERVIEW
• Appointment F/U
Appointment F/U Appt. Avail.
Appt. Avail. PRE
• Address, Directions & Parking
PRE INTERVIEW, INTAKE FORMS, ON LINE
• Sufficient Seating SPACE
• Cleanliness
Cleanliness PHYSICAL
• Child Friendly
•• Spaciousness, C/B,
Spaciousness, Pens
C/B, Pens AREA
•• Water Cooler
Water Bathrooms
Cooler // Bathrooms
•• Mat
WAITING
Marketing // Promotional
Marketing Promotional // Ed.
Ed. Mat
• Greeting Experience
GREETING
• Timeliness
Timeliness
• Privacy
RECEPTION
RECEPTION GREETING , WAITING AREA, PHYS. SPACE
•• Availability
Receptionist Availability
Receptionist
•• #
Sufficient #
Sufficient
BARRIERS
•• Appointment // Cancellation
Appointment P&P
Cancellation P&P
•• Privacy
General Privacy
General
•• HIPAA
HIPAA
PRIVACY
•• FERPA
FERPA
•• Appointments Start
Appointments Time
Start Time
•• Time
End Time
End
TIMELINESS
•• Tracking
Tracking
TIMELINESS, PRIVACY BARRIERS
REFERRAL,
REFERRAL, DB,
DB, PAPER
PAPER VS.
VS. ELECTRONIC
ELECTRONIC

REFERRAL • Intake Form

• Data
Data Base
Base
TRACKING •• Marketing Tool

• Funder
DATA BASE • Audit Req.
• Internal Audits

PAPER VS. •• Corresponding Fields

• Storage
ELECT. • Security
OFFICE SPACE, TIME FRAME, TOOLS/FORMS

• Layout
OFFICE • Comfortability
SPACE • Safety

• Length
TIME FRAME •• Sufficiency
• Productivity Points

TOOLS, • Professional
FORMS, • Validity /Reliability
• Security
SCALES
GENERAL
GENERAL GOALS,
GOALS, RELATIONSHIP,
RELATIONSHIP, EMPATHY
EMPATHY

• Obtain Specific info

GENERAL • Understand the Client
GOALS • Formulate Intervention

• Connecting
ESTABLISHING •
• Allocation of Authority
RELATIONSHIPS • Opened Ended ?’s

• Listening Skills
EMPATHY • Emotions
• Cultural Sensitivity
CLIENT
CLIENT SPEECH,
SPEECH, EMOTIONS,
EMOTIONS, BODY
BODY LANGUAGE
LANGUAGE

CLIENT • Language Level

SPEECH • Pattern & Spontaneity
PATTERNS • Conflicting Emotions

CLIENT • Strong Reactions

EMOTIONAL •• Interview Anxiety
PATTERNS • Participation

• Facial Expressions
BODY •• Body Posture
LANGUAGE • Hand/Body Movement
INTERVIEW
INTERVIEW SUCCESS,
SUCCESS, MISSING
MISSING INFO,
INFO, MEASURES
MEASURES

• Info Obtained
INTERVIEW • ST Goals Formulated
SUCCESS • LT Formulated

• Alternative Methods
MISSING • F/U Vs, Goals
INFO • Concrete & Precision

• Client Surveys
OUTCOME • Measurability
MEASURES • Stats & Reports
INITIAL
INITIAL INTERVIEW
INTERVIEW SUMMARY
SUMMARY

Appointment
Appointment
Availability
Availability

Agency
Agency 1
1st Point
st
Point of
of
Outcomes
Outcomes Contact
Contact Exp.
Exp.

Imparting
Imparting
Achievements
Achievements information
information

Goals
Goals // Plan
Plan Professional
Professional
Effectiveness
Effectiveness Exp.
Exp.

Emotional
Emotional Physical
Physical
Comfort
Comfort Comfort
Comfort
INITIAL
INITIAL INTERVIEW
INTERVIEW SUMMARY,
SUMMARY, CON’T
CON’T
An improvement in any or several of these areas
may lead to additional income and funding.

11stst Point
Point of
of Contact
Contact
Exp.
Exp.

Agency
Agency Outcomes
Outcomes Imparting
Imparting information
information

Achievements
Achievements Professional
Professional Exp.
Exp.

Goals
Goals // Plan
Plan Physical
Physical Comfort
Comfort
Effectiveness
Effectiveness

Emotional
Emotional Comfort
Comfort
QUESTIONS & ANSWERS
Thank
You! 21