Basic Crisis Response and Resource Referral skills

for Church Staff

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

Poverty in Washington County

• When working is not enough- 2010

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!

Clients Rights

• Individuality

• Non-Judgment

• Self Determination

• Concern

• Empathy

• Courtesy

• Efficiency

• Confidentiality

Upholding Client Rights

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

I & R- Information & Referral Process Basics

• Preface• Contact

– Come?– Call?

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

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

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

I & R Process

• Closure:– Clarify what next steps– Verify information is correct– Summarize interview’s outcome – “Call/Come back if you need more

help”

Local Established Government/Private Agencies

• Community Action• Department of Human Services

(DHS)• HUD• Disabled, Aging and Veteran

services• Oregon Food Bank

Conclusion

• Awareness of Poverty• Clients Rights• I & R Process• Local agencies

Q & A

• Ask anything about content• Brochures available- can offer

contacts for more detailed information