july in take and assessment v

INTAKE AND

ASSESSMENT A GUIDE FOR

SERVICE PROVIDERS

Serial No: 031/SDD18/SEP06

Contents

Acknowledgements 2 Feedback 3 Foreword 4 I. INTRODUCTION 6

i. What Is Intake And Assessment? ii. When Is Intake And Assessment Conducted? iii. Who Is Involved In Intake And Assessment? iv. Where Is Intake And Assessment Conducted? v. How Does It Benefit The Client?

II. GUIDING PRINCIPLES OF INTAKE AND ASSESSMENT 9 III. PROCESSES OF INTAKE AND ASSESSMENT -

A FRAMEWORK 12

i. Contact ii. Individual Profile iii. Consultation/Decision Making iv. Recommendations

IV. GOOD PRACTICES FOR INTAKE AND ASSESSMENT 17 V. WHAT FOLLOWS THE INTAKE AND ASSESSMENT

PROCESS? 21

i. Placement ii. The Referral Process

VI. USEFUL LINKS AND READING MATERIALS 24

Annexes (Useful templates) 25

National Council of Social Service, 2006 1

Acknowledgements

The National Council of Social Service would like to acknowledge the

following organisations for their valuable inputs to the development of this

guide:

Ministry of Community Development, Youth and Sports

Disability Information and Referral Centre Fei Yue Family Service Centre

Hua Mei Care Management Service

MINDS Headquarters

Society for the Physically Disabled

The Spastic Childrens Association of Singapore


Feedback NCSS welcomes feedback on the contents of the guide. Please write in to:

Strategy and Specialisation Department

National Council of Social Service

170 Ghim Moh Road, #01-02 Singapore 279621

National Council of Social Service. All rights reserved. No part of this manual may be reproduced or transmitted in any form or by any means, electronic or

mechanical, including photocopying, recording or any information storage and

retrieval system, without written permission from the National Council of Social

Service.


Foreword

This guide is written as part of a series of guides on good practices for

service delivery. The series of guides compliment the Best Practice Guidelines

checklist, that Voluntary Welfare Organisations (VWOs) use to self-assess their

agency practices and processes.

Purpose of Guide

2 This guide articulates:

The guiding principles for the development and delivery of quality initial assessment and intake services;

An initial assessment model; Baseline standards for data collection; Protocols for information gathering and sharing; Processes for the implementation and evaluation of the initial

assessment model; and

Follow-up processes after intake & initial assessment.

3 Organisations are expected to develop and customise their intake and

initial assessment policies and procedures using pointers from this guide. While

the model provides the framework for the assessment process, specific

implementation strategies will vary for each organisation according to internal

policies and operating procedures. The framework also recognises the varied

resources (human and financial) of each organisation. The availability of these

resources will influence the level of services provided and the type of

assessment tools that are used.


4 The Guide on Intake and Assessment outlines the minimum standard with

respect to practices and expectations for intake and assessment services.

Target Audience

5 VWOs that provide services in the various sectors, e.g. services for

people with disabilities, the elderly, children, youth and families, will be able to

benefit from this guide.


I. INTRODUCTION

What Is Intake And Assessment?

Intake and Assessment is a respectful, systematic process of gathering

personal information of either clients or clients caregivers, in order to facilitate

service providers as well as clients to make informed decisions about the needed

programme and/ or services. This process is set up to ensure that the agency is

able to provide the service/s requested or required by the client. Information

gathered will also be used to develop an individualised care plan for the client.

This is different from an information and referral (I&R) service which helps

people find out about the programmes and services in a simple way for people

to find out where they can turn and what they can do to help themselves.

2 The assessment process helps to identify and assess an individuals

current situation, issues and needs as well as to determine the most appropriate

and effective means of helping the individual. Agencys staff should provide

clients and/or clients caregiver with information about a wide range of possible

options and appropriate available programmes/services that will best meet the

needs of the client.

When Is Intake And Assessment Conducted?

3 Agencies should respond to each clients request for assistance within an

appropriate time. Clients should be assessed or appointments should be made

for intake and assessment during the first point of contact. Services should

develop their own timeline for intake and assessment that suits their

programmes. This may differ from programme to programme as client group

needs may differ. Intake and assessment activities must be completed within


this specified time frame and agency staff should be aware of these timelines.

However, at times, the timeline may be exceeded due to unforeseen

circumstances.

4 Services need to make provision for urgent cases (e.g. crisis intervention)

where an urgent response is required from the service. When handling these

cases, staff need to identify immediate safety needs and presenting problems

prior to a formal intake and assessment process. Staff also need to stabilize

crises and be able to offer immediate services and support to the individual.

Who Is Involved In Intake And Assessment?

5 Individual clients or clients caregiver need to be actively involved

throughout the entire intake and assessment process. Agencys staff who is

appropriately trained should conduct the intake and assessment exercise.

6 In some services, a particular worker, usually the case manager, may take

on the responsibility for providing support consistently to a client in the service.

Other staff may carry out day-to-day tasks. However, where possible, a key-

staff should carry out the assessment and intake exercise.

Where Is Intake And Assessment Conducted?

7 Agencies can be flexible in terms of where the intake and assessment

should occur. Intake and assessment should be conducted in an environment

that is safe and convenient for the client/clients caregiver. Intake and

assessment should be conducted in a non-threatening, comfortable environment

to put the client at ease and to assist with the exchange of information. If


possible, the agency should appoint another staff member to look after any

accompanying children or dependent during the assessment.

How Does It Benefit The Client?

8 Many facilities treat the intake and assessment appointment as a standard

clerical process or task, often ignoring clients needs. For many clients, the

intake and assessment appointment will be their first face-to-face interaction

with the facility. This time should be viewed as an opportunity to engage and

motivate the client in his or her own journey in seeking help. Too often, the

assessment appointment is a purely administrative function which can turn off

clients and lead to a premature exit from the service. Actually, intake and

assessment appointments can be viewed as a chance to help motivate clients to

engage in the service. By instituting some form of process improvement, many

organisations have been able to take advantage of this time and have increased

the number of clients remaining in service.

Summary

Intake and Assessment is a respectful, systematic process of gatheringpersonal information of either clients or clients caregivers in order tofacilitate service providers as well as clients to make informeddecisions about the provision of the programme and/ or services.

Services should develop their own timeline for intake and assessmentthat suits their programmes.

Individual clients or clients caregiver need to be actively involvedthroughout the entire intake and assessment process.

Intake and assessment should be conducted in an environment that issafe and convenient for the client/clients caregiver.

Intake and assessment should be viewed as an opportunity to engageand motivate the client in his or her own treatment.


II. GUIDING PRINCIPLES OF INTAKE & ASSESSMENT

Guiding principles are the values and belief/truth statements that guide

planning and decision-making.

Guiding Principle 1: Individually-Centred and Flexible

Individually-centred initial assessment engages the individual in a

proactive way and takes into consideration a persons unique life experiences

and circumstances. This may include discussing successes and challenges in

learning, work and personal experience.

2 Initial assessment is flexible in order to address individual and cultural

differences. There is no one best approach to assessing a client. A variety of

assessment strategies are used to identify an individuals strengths and needs, to

suggest appropriate placements, to recommend instructional strategies, and to

identify counselling needs.

Guiding Principle 2: Respectful and Confidential

3 Initial assessment is conducted in a culturally sensitive, non-threatening

manner that is respectful of the individual and that ensures confidentiality.

Effective assessment is facilitated by personnel who have the ability to collect

and interpret data in a respectful, objective and confidential manner. Personnel

also need to be aware that their own individual preferences, values and ethical

principles as these may have an influence on the way they conduct intake

assessments.


Guiding Principle 3: Based on Multiple Relevant Sources of Information

4 A sound assessment process utilises many relevant sources of

information. Initial assessment incorporates information from formal

assessment tools, such as norm-referenced tests1, and informal assessment tools,

such as intake interviews, home visits or the use of portfolios2. Relevant

information from previous assessments and programmes attended is also

recognised as another source of information. Other shared databases e.g. e-CMS

(electronic-case management system) can also be a source of information.

Guiding Principle 4: Holistic in Nature

5 The needs of individuals and their families are addressed holistically,

recognising the interconnected nature of issues and their solutions. The needs

and well being of the individual are considered in the context of the many

family, cultural and community relationships which nurture them.

Guiding Principle 5: Cultural and Religious Sensitivity

6 In terms of intake and assessment process, understanding of clients

culture and religious background can result in a more comprehensive picture

and understanding of the person/family and assist in the development of a

service plan that is most relevant to the perceptions and values of the client.

Where possible, agencies should use a staff of the same language, dialect or

ethnic group as the client. Agencies should also use staff of the same gender

(especially for female clients) where possible. This is especially so in cases

1 Norm-referenced tests are designed to gauge an individuals ability or understanding on a given set of knowledge and/ or skills in comparison with his/ her cohorts. 2 Portfolio is a collection of documents and data relevant to the individual that is needed in order to provide appropriate services to individuals.


where sensitivities are involved, e.g. spousal abuse. Clients/ clients caregiver

should also be given the opportunity to request for another worker if he/ she is

not comfortable with the worker assigned to him/her.

Summary

Guiding Principles for Intake and Assessment Guiding Principle 1: Individually-Centred and Flexible Guiding Principle 2: Respectful and Confidential Guiding Principle 3: Based on Multiple Relevant Sources of Information Guiding Principle 4: Holistic in Nature Guiding Principle 5: Cultural and Religious Sensitivity


III. PROCESSES OF INTAKE & ASSESSMENT A FRAMEWORK

1. Contact Individual seeks/referred to service. Case file isopened. Information gathering begins.

2. IndividualProfile Information fromformal andinformal sources iscollected andorganised.

4. Recommendation/Referral/ Placements Staff refers individualto a programme. Individual carries outthe action plan. Support and follow-upmay be needed.

3. Consultation/ DecisionMaking (Involve the casemanager, client and caregiver) Analyse data, reviews options. Individual makes a decision. Develops an action plan.

Guiding Principles for Initial Assessment

Individually-centred andflexible. Respectful and confidential.Based on many relevantresources. Holistic in nature. Culturally & Religionsensitive.

Adapted from: Saskatchewan Learning, Intake and Assessment Framework for

Basic Education and Related Programs for Adults, Mar 2003, Learning for Life!

pp 11.


1. Contact

The first contact with client/ clients caregiver provides an opportunity for

the agency worker to introduce the services that the agency is able to provide.

Once the client has contacted the agency or a referral has been made for the

client to approach the agency, a case file should be opened and the process of

collecting the appropriate information needed to assist the client begins.

2 Information may be collected and summarised into the following

categories. Please note that these categories are not exhaustive, and may be

expanded or customised, depending on the services provided:

i. Personal Information

ii. Genogram/Family Tree

iii. Presenting Issue

iv. Financial Status

v. Employment History

vi. Education History

vii. Medical History

viii. Skills (including living skills such as budgeting and social skills)

ix. Challenges and Accommodation (e.g. special needs)

x. Action Taken (indicating services received or receiving)

2. Individual Profile

3 Individual Profile is a collection of documents that provides information

on the client as well as any information which may be of use to the decision

making process.


4 Individual Profiles are developed and retained by the agency providing

the service and may be expanded by the agency as the individual progresses.

When collecting data, agencies must use consistent and secure storage and

collection methods. This will ensure individual confidentiality and will

facilitate a request for information sharing in the future.

5 When clients transfer to another agency, specific information from these

profiles can be shared to avoid unnecessary information gathering and

assessment by the organization. However, there may be instances where the

sharing of information may be inappropriate, due to sensitive issues or the

confidential nature of the information.

6 The information contained within the Individual Profile may be shared

with other agencies under the following conditions:

i. The client/ clients caregiver understands what specific information

is being shared/ released.

ii. The client/ clients caregiver understands the purpose of the release

of information and how that information will be used.

iii. A release of information document has been signed by the

individual granting permission to share a specific piece of

information; and

iv. The information is being sent to an agency that is responsible to

ensure that the information is used by staff who have the

appropriate credentials to understand and interpret the data being

shared.


7 However, there are exceptions where it is not possible or appropriate to

obtain consent from a client before involving another agency. For example, if a

child is being abused, if the client is at risk of self-harm or harming another

person or if the client is not fully conscious. In situations like these, the agency

has a duty of care to involve another agency, with or without the clients

permission.

8 As soon as possible after the action has been taken, explain to the client

the reasons why actions have been taken (unless it is considered that this may

place others at risk, e.g. clients children).

3. Consultation/Decision Making

9 The client/ clients caregiver needs to be actively involved throughout the

entire initial intake and assessment process. Staff should provide clients/

clients caregiver with information on a wide range of possible options and

appropriate programmes/ services that will best meet their needs.

10 The consultation process must involve at a minimum, one in-person

meeting to discuss the options available to the client. Some clients may require

additional assistance and, as a result, may be asked to participate in several

subsequent interviews. Staff may also conduct additional research or participate

in further assessment before options are chosen and an action plan is developed.

4. Recommendations

11 Initial assessment ends when a recommendation or referral to a

programme, service or agency has taken place. Once recommendations or

referral have been made, clients will continue to require support and follow-up


services to implement their actions plans3. There may be a waiting period

between the time a recommendation/ referral is made and the actual start date of

the programme or service. Therefore, the agencys staff should assist the

individual to develop some intermediate steps or actions while waiting for a

programme to begin. Each agency must be prepared to provide flexible,

appropriate support services to address the needs of the individual and should

identify a contact person to provide these services. A suggested workflow

(Annex 3) for intake and assessment is attached to this guide for reference.

Summary A framework for an intake and assessment process consists of: Contact Individual profile Consultation and decision making Recommendations Referrals/ Placement

3 Please refer to the Guide on Care and Discharge Planning (to be published).


IV. GOOD PRACTICES FOR INTAKE AND ASSESSMENT

To assist the intake and assessment process, agencies should develop an

entry and screening process4 that should consist of the following:

i. Definition of the programmes target group and service (include

eligibility criteria and clarity of service parameters);

ii. Clients information that is required to facilitate the process (e.g.

household income profile for means test);

iii. Intake and assessment tools;

iv. Information on the service provided by the agency/programme;

v. Written policy and procedures; and

vi. Steps to take if agency is unable to provide appropriate services.

Definition Of Programmes Target Group And Service

2 Agencies need to be very clear about who their target groups are. They

also need to be clear of the criteria for admission and the services that the

agency can provide. If agencies are unclear, it may lead to a lack of consistency

and confusion to clients. Hence, it is recommended that agencies have written

criteria, which is made available to both staff and clients.

Clients Information That Is Required To Facilitate The Process

3 The agency should decide on the kind of information that is to be

collected about the client and their situation before the worker can assess if the

agencys service will be of assistance to clients. It is advisable to avoid

4 Refer to the programmes service model, if available.


collecting more information than necessary. The information collected may also

be useful to assist services to assess areas of unmet needs.

4 The agency should ensure that information collected is stored and

managed in a professional manner, maintaining confidentiality. The agency

should also make use of readily available information when possible (e.g.

referral form) in order to minimize any duplication in the information solicited

from the client or clients caregiver.

5 The needs of clients should be respected by the agency throughout the

intake and assessment process. Clients should be made aware of the

organizations overall protocol regarding confidentiality, data collection and

information sharing.

Intake And Assessment Tools

6 The agency may design an intake and admission form which agency

workers can make use of to collect detailed information regarding a clients

circumstances before assessing if the service is able to accommodate the client.

Agencies can use the eCMS5 (electronic Case Management Service) as a tool

for their intake and assessment.

7 Alternatively, services may use an assessment form for recording basic

client details and use an assessment checklist as a prompt for areas to be

discussed with the clients. When using a checklist, assessment information is

written down in the case notes. This provides a more flexible and less

prescriptive assessment tool that can be used with a broad range of clients. (See

Annexes 1 and 2). 5 eCMS is accessible via http://www.ncss.org.sg/evwo/ewomain.asp


8 A Turnaway Book or an Unmet Needs form may be used to record

information about people you were unable to assist. This information will be

valuable for identifying gaps in services, and for service planning and

evaluation.

Information On The Service Provided By The Agency/Programme

9 Consistent information needs to be given to all clients and potential

clients. One way of doing this is to develop a Service Information

Brochure/booklet that includes basic information about the service provided and

how to access them, including details of any costs and eligibility criteria. If

necessary, the information may be conveyed to the client verbally in a language

that the client understands.

Written Policy And Procedures

10 The intake and assessment processes developed are put into practice

through the development of written policy and procedures and through staff

training in these procedures.

11 There should be written policies and procedures including, but is not

limited to the following:

i. Admission criteria

ii. Intake and Assessment procedures

iii. Documents to be completed and retained

iv. Procedures to follow when a client cannot be assisted

v. Information to be provided to clients.


12 Clients/ clients caregiver should be provided with verbal and written

information on the admission procedures and any other information which they

need or wish to have, in forms appropriate for their understanding.

Steps To Take If Agency Is Unable To Provide Appropriate Services

13 If the agency is unable to provide the service requested, the client should

be informed of it as soon as possible. The agency should explain why they are

unable to assist and refer the client to another agency that will be able to assist

the client.

14 If the client/clients caregiver declines the service, the agency should

provide the client with information of other services that will be of assistance to

them as well.

Summary

To assist the Intake and Assessment process, agencies should develop an entry

and screening process that should consist of the following:

Definition of the programmes target group and service. Clients information that is required to facilitate the process. Intake and assessment tools. Information on the service provided by the agency/programme. Written policy and procedures. Steps to take if agency is unable to provide appropriate services.


V. WHAT FOLLOWS THE INTAKE & ASSESSMENT PROCESS?

Placement

Once the client has been assessed and is suitable to be part of the

programme, the client should be enrolled in the programme/centre as soon as

possible. Clients should then be briefed about the programme/centre. Clients

should also be able to opt out of the programme if he/she finds that the

programme does not suit his/ her needs after being on the programme after a

period of time.

2 A care plan should be developed for the client once the client has been

enrolled in the organisations programme6.

The Referral Process

3 Making a referral is an active process, which ensures that the client has

been accepted for assessment by another agency/ programme and is willing to

be a client of that service. Referring a client to another service involves more

than just giving a phone number to the client. Making a referral involves the

following tasks:

i. Giving the client information about the referred service and the

service provided;

ii. Gaining the clients consent to be referred to the service and for

information to be passed on to the other service if necessary;

iii. Checking with the other service that they are able to provide the

service/s for which the client is being referred; 6 Please refer to the Guide on Care and Discharge Planning (to be published).


iv. Providing the service with the necessary information about the

client that they need, in order to assess whether they will be able to

assist;

v. Making sure that the client is given an appointment with the

service;

vi. If necessary, accompany the client to the service; and

vii. Where relevant, following up to make sure that the agency has

been able to assist.

Summary

Once the client has been assessed and is suitable to be part of theprogramme, the client should be enrolled in the programme/centre assoon as possible.

A Care Plan should be developed for the client once the client has beenenrolled in the organisations programme.

Making a referral is an active process, which ensures that the client hasbeen accepted by another agency/ programme and is willing to be aclient of that service. Use of the electronic case management system(eCMS) will facilitate the referral process and minimise loss of clientdata.


References

1. Saskatchewan Learning (March 2003), Intake and Assessment Framework

for Basic Education and Related Programs for Adults

http://www.sasked.gov.sk.ca/branches/programs/pdf/pub_be_intake_assessm

ent.pdf

2. Don Holloway (March 2005), Intake & Assessment

http://cnx.rice.edu/content/m12695/latest/

3. Arizona Department of Health (May 2004), Provider Manual

http://www.azdhs.gov/bhs/provider/provider_main.htm

4. Department of Human Services, State Government of Victoria, Australia,

Case Management Resource Kit for SAAP Services

http://hnp.dhs.vic.gov.au/wps/portal


Useful Links and Reading Materials

http://www.mcys.gov.sg/MCDSFiles/Resource/Materials/Standards_Protection_Children.pdf http://www.ncss.org.sg/evwo/ewomain.asp http://www.sasked.gov.sk.ca/branches/programs/pdf/pub_be_intake_assessment.pdf http://www.unodc.org/pdf/india/ncdap/leaflets/UNdcp%20Lf-1.pdf http://www.tri-counties.org/about/handbook/part_one.html http://www.uic.edu/nursing/genetics/Lecture/Family/ecomap.htm


Annex 1

ASSESSMENT CHECKLIST TEMPLATE

(Use this checklist to develop your own service checklist on assessment)

Immediate/ Crisis Needs

Accommodation

Security

Clothing

Food

Housing

Medical

Legal

Financial Support

Neglect

Suicide

Health

Physical health, sickness or

injury

Mental health issues

Sexual issues (assault,

abuse, etc )

Domestic violence issues

Health information

Substance Abuse (Drugs,

Alcohol, etc)

Non-Substance Addictions

(Gambling, Gaming, etc)

Living Skills

Psycho-emotional issues

Interpersonal relationships

Self-esteem, confidence

Parenting skills

Child care issues

Family issues

Budgeting

Hobbies and interests

Employment skills

Literacy skills

Disability

Intellectual

Sensory

Physical

Multiple

Developmental/ Learning

Education/ Labour Market

Participation

Employment

Education

Courses/Training


Housing Legal Issues

Guardianship Public or Private

Involvement with Police Legal issues

Family court Furniture/ Belongings

Child support Environmental Hazards (e.g.

clutter/ bedbugs) Immigration

Others

Clients/ Clients caregiver view

of their situation Significant Relationships

Family

___________________________ Friends

____________________________

___________________________

Others

Special Religious or

Cultural Needs

Diet

Social History Language

Religion

____________________________

____________________________

____________________________


Annex 2

INTAKE AND ASSESSMENT FORM (A sample - use this to develop your own services intake and assessment form)

Clients Particulars Name: ________________________________ NRIC No:_____________ Address: ___________________________________________________________ Postal Code: ______________ Tel no: ______________ (H) _____________ (HP) Date of Birth: ______________ Age: _____________ Gender: Male / Female Nationality: ________________ Race: ______________ Religion: ____________ Email: __________________________ Marital Status: ____________________ Educational Level: __________________________________________________ (Highest qualification) Language spoken: ___________________________________________________ Language written: ___________________________________________________ Referred from: ____________________________________ (Name/ Designation) Reason for referral: _________________________________________________ Contact of Referring Agency : ______________________________ (Email/ Tel) Date Referred: _______________________ Date Received: _________________ Current Location of Client: ____________________________________________ Outcome: ______________________ Date of Decision: _____________________ Reason for acceptance/ Rejection :_________________________ _____________


Clients Main Caregivers Particulars (Where Applicable) Name: ___________________________________ NRIC No: ____________ Address: __________________________________________________________ Postal Code: ______________ Tel no: ______________(H) ______________(HP) Relationship with client: _____________ Age: ________ Gender: Male / Female Family Particulars

No

Name of immediate

family members

Relationship AgeStaying

with client

Marital Status Occupation

Gross Income

Current Living Arrangement Types of Accommodation

Alone HDB rental _______ room flat

With spouse HDB purchase______ room flat With family Private Apartment / Condominium With friend(s) Private house (Terrace / Bungalow) With flatmate(s) Shophouse With relatives (specify:________ Others: __________ ___________________________) Others: _________________ Lift Landing : Yes / No


Current Source of Financial Support Clients monthly salary ($_______________ ) Occupation: _______________ Clients own savings ($____________/ month) CPF Minimum Sum Savings ($_____________) Public Assistance (PA No: _________________) Allowances from children ($__________/ month) Other Sources (please specify type and amount)__________________________ Means Test Subsidy: Completed [ ] 75% [ ] 50% [ ]25% Processing (please indicate level of processing) _________________________________________________________________ _________________________________________________________________ (Please attach completed means test application) Gross Monthly Household Income (if no means test assessments is done) Below $500 $500- $999 $1000- $1499 $1500- $1999 $2000- $2999 $3000 and above Is client receiving any kind of formal social services presently? Yes No If yes, which services is client receiving? Financial Aid _______________________________________________________ Counselling/ Support Group__________________________________________________ Home Nursing/ Home Medical________________________________________________ Home Help Service _______________________________________________________ Day Care (Social/ Rehabilitation) _______________________________________________________


Residential Home _______________________________________________________ Home Modification _______________________________________________________ Befriending Service _______________________________________________________ Others (please specify nature of support available) ________________________________________________________ Assessment Report Presenting Problem:___________________________________________________________ __________________________________________________________________ __________________________________________________________________Underlying Problem:___________________________________________________________ __________________________________________________________________ __________________________________________________________________ Remarks:___________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ Accept Reject/Refer __________________________________ (Organisation referred to)

Report Written by:

___________________ ________________ __________

Name Designation Date


Annex 3

FLOWCHART FOR INTAKE AND ASSESSMENT

NoInitial

Assessment: Can Assistance be provided?

Refer client to another service

Enter details in turnaways

book/unmet need records

Request for Assistance/Services

Has client been here before?

No

Yes

Obtain clients file or recordsof previous contact. If no file,set one up. Update agencyssystem, if necessary.

Enter the client in agencys system

Yes

Refer client to programmeswithin the agency

Clients prefer to look foralternative programmes

Commence support process Provide information and/or referral


AcknowledgementsThe National Council of Social Service would like to acknowledge the following organisations for their valuable inputs to the development of this guide:Society for the Physically Disabled FeedbackNCSS welcomes feedback on the contents of the guide. Please write in to:Strategy and Specialisation DepartmentNational Council of Social Service( National Council of Social Service. All rights reserved. No part of this manual may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording or any information storage and retrieval system, without written permission from the National Council of Social Service. ForewordPurpose of GuideTarget AudienceWhat Is Intake And Assessment?When Is Intake And Assessment Conducted?4 Services need to make provision for urgent cases (e.g. crisis intervention) where an urgent response is required from the service. When handling these cases, staff need to identify immediate safety needs and presenting problems prior to a formal intake and assessment process. Staff also need to stabilize crises and be able to offer immediate services and support to the individual. Who Is Involved In Intake And Assessment?Where Is Intake And Assessment Conducted?How Does It Benefit The Client?

Guiding Principle 1: Individually-Centred and FlexibleGuiding Principle 2: Respectful and ConfidentialGuiding Principle 3: Based on Multiple Relevant Sources of InformationGuiding Principle 4: Holistic in NatureGuiding Principle 5: Cultural and Religious Sensitivity III. PROCESSES OF INTAKE & ASSESSMENT A FRAMEWORKIV. GOOD PRACTICES FOR INTAKE AND ASSESSMENTDefinition Of Programmes Target Group And ServiceClients Information That Is Required To Facilitate The Process Information On The Service Provided By The Agency/ProgrammeWritten Policy And ProceduresSteps To Take If Agency Is Unable To Provide Appropriate ServicesPlacementThe Referral Process

Immediate/ Crisis NeedsLiving SkillsLegal IssuesSignificant RelationshipsHousing Annex 2INTAKE AND ASSESSMENT FORMClients ParticularsFamily ParticularsOccupation

Current Living Arrangement Types of AccommodationCurrent Source of Financial Support

Cover for Intake & Assmt Guide.pdfINTAKE AND ASSESSMENT A GUIDE FOR SERVICE PROVIDERS

july in take and assessment v

Documents

intake initial assessment

assessment process

processes of intake

initial assessment policies

intake services

service delivery

type of assessment tools

guiding principles of