I&A Services Definitions of Call Types

For reporting purposes, please only select one call type when selecting call outcomes for records in the ADRC call module (do not select the combination call types).

Information An I&A specialist provides information in response to specific inquiries about human services. Inquirers are self-directed, and do not express underlying needs. The information may range from a limited response, such as a phone number or address, to detailed descriptions of programs and services and the conditions under which they are available. NOTE: Excludes reception related activities (i.e. calls to your agency’s staff).

Referral An I&A specialist provides referrals as well as information needed to access services referred. Referrals involve assessing the needs of a client as openly and non-obtrusively as possible, identifying appropriate resources that meet those needs, and allowing the client to choose from a variety of service options. Inquirers may be aware of their problems in a general way but may need the assistance of an I&A Specialist to define their specific needs and understand potential solutions.

Assistance Assistance includes activities such as counseling, assessment, problem solving, care coordination, and follow up. When unsure of the available resources of a referral, I&A advocates on caller’s behalf. This helps eliminate making inappropriate referrals. Advocacy is also offered on behalf of an individual when, once eligibility is confirmed, services are not being adequately provided or when the individual is unable to obtain a service on their own.

Referral / Assistance / Advocacy Sub-categories Follow-up and crisis intervention take place within referral and assistance calls.

Follow-up An I&A Specialist conducts follow-up to make sure that vulnerable individuals in difficult circumstances get the help they need. It involves contacting clients, with permission, a few days after the referral, to check on their situation. Did they get the help that they needed? And if not, what needs to be tried? (See Multnomah County Policy for scheduling/conducting follow-up calls).

Crisis intervention When circumstances warrant, an I&A specialist will also perform crisis intervention to ensure the safety of the client or others. People in crisis include individuals threatening suicide, homicide or assault; victims of domestic abuse or other forms of violence, child abuse/neglect or elder abuse/neglect; sexual assault survivors; runaway youth; people experiencing a psychiatric emergency; chemically dependent people in crisis; and others in distress. (See Multnomah County Policy for handling crisis calls). Required Data Fields by Call Type

Referral and Assistance Call Types Caller* Method of Contact Referral Source Non-consumer Contact Info – if caller is not calling for self Name (first, last)/ “ANONYMOUS” if caller refuses IF “ANONYMOUS” – Must select Contact History (First Time FY/Repeat this FY) Phone Number Date of Birth County Zip Call Type (Referral or Assistance) Age – If caller did not give DOB Gender Race Ethnicity Veteran Functionally Impaired** (when indicated by caller) Need Met or Unmet Referred Programs Call Outcomes Medicaid, Options Counseling, Other Public, and/or Non-Public Notes: Should be clear and allow for adequate follow-up. Narration must include sufficient information to indicate caller’s needs/circumstances and steps taken to identify resources to meet those needs. For “assistance” calls, notes must clearly identify additional assistance and advocacy provided on behalf of the caller.

Examples of Information calls are: I need the number to ABC agency; What time is PDX Food Pantry open?; Where’s the city water department located?

Information Only Calls Caller Method of Contact Referral Source Name (first, last)/ “ANONYMOUS” if caller refuses IF “ANONYMOUS” – Must select Contact History (First Time FY/Repeat this FY) Gender County Zip Call Type (Information) Referral – Program Information was given on Notes *Please see additional requirements for Gatekeeper callers below. ** Please be sure to always record data on Alzheimer’s and Dementia related calls.

Gatekeeper - Required Non-Consumer Fields Gatekeeper Name (Last, First Agency Zip County Phone