Section 9: Using the Resource Database for I&R Referrals



Using the Resource Database for I&R Referrals

Learning concepts and objectives

❑ To describe the basic structure of a resource database.

❑ To define the purpose of indexing and how to search using an index.

❑ To outline the basic types of resource database searches and some searching strategies.

❑ To be able to draw upon additional information resources when required.

Section components

❑ Nature of a resource database.

❑ Structure of a resource database.

❑ Searching a resource database.

❑ Sharing information with clients.

❑ Additional considerations when working with resource databases.

❑ Other information resources.

Introductory exercises

❑ How are the Yellow Pages organized? What might you look under if you wanted to buy a used car?

❑ How are the books in a public library organized? “What is the difference in the way the public finds the type of books they are interested in and the way library staff locate a specific book?”

❑ Review the “government services” section of your local telephone directory. What are some of the difficulties you experienced finding information you may need?

| |

|What the AIRS Standards say |

| |

| |

|The I&R service ensures through training and supervision that I&R specialists: |

| |

|Effectively utilize their resource information system to identify resources to meet the inquirer’s needs; |

|Where possible and practical, provide at least three referrals to give the inquirer a choice (and to protect the I&R service from |

|being perceived as making a “recommendation”) while being careful not to overwhelm inquirers with a myriad of options; |

| |

|AIRS Standard 1, Quality Indicator1 |

| |

What you need to know

Please note that this article is not intended to be, and cannot adequately serve as, a comprehensive instructional module on how to use a resource database.

Databases have different designs and are incorporated into different software programs that offer capabilities other than those described below and/or impose significant limitations. Whatever the structure and contents of the database or the software in which it is contained, I&R Specialists need to know what is in the database (i.e. understand the inclusion/exclusion criteria) and be proficient in conducting searches, evaluating eligibility requirements and carefully reading the conditions under which services are available.

These skills are best learned through practice. Closely followed by more practice. I&R Specialists must be willing to spend hours on a keyboard exploring ways of searching for a wide variety of services using multiple exercises. This material is only intended as a basic primer.

Nature of a resource database

A resource database is a computerized body of information about community resources maintained by the I&R service. This database can be accessed in a variety of ways.

The resource database should describe what you need to know about organizations in the community in order to make good referrals, by answering the following questions:

What does the agency do?

Who does it serve?

When and how can people apply?

What does it cost and how do people pay?

Is the service accessible to people with special needs?

Who provides the service?

What type of agency is it?

The resource database is the focal point of an I&R service and the means by which people and services are brought together. It supports the I&R process and also serves as an inventory of human services for the community.

When a client calls an I&R service, walks in to see an I&R Specialist, searches an online I&R database, reviews a human services directory or reads information brochures, they are accessing information contained in the resource database, either independently (when they do their own searches) or through the mediation of the I&R Specialist.

A fairly small resource database may contain about 1,000 programs and services operated by about 300 organizations. A large metropolitan database may comprise 5,000 services delivered by more than 1,000 organizations from 1,500 separate locations. The actual size of the database is determined by the purpose of the I&R, its geographic area and its staffing capability.

During the early days of I&R, the details about a community program would be written or typed onto a recipe card and then kept in a shoebox. Imagine the frustration caused and the time involved if the I&R Specialist had to rummage through 1,000 random recipe cards every time a referral was required. In order to ease the burden of searching, the recipe cards were themselves organized in alphabetical order by agency name and/or in sub-categories of need such as services for older adults or services for youth.

I&R databases today are embedded in customized software programs that enable the resource data to be sorted and viewed in a variety of ways. Essentially, the I&R software program fulfills the same role as the recipe cards and shoeboxes – it makes it possible for accurate community information to be collected, maintained and easily retrieved.

Once the I&R Specialist has identified the need of the client through the assessment process, the next task is to search for and retrieve information about organizations that provide the services that address that need.

Structure of a resource database

Virtually all I&R resource databases are structured in terms of:

❑ The organization that operates the program or service (the “agency”)

❑ The locations from which those services are operated (the “sites”)

❑ And the details of what they do (the “services”)

A database consists of “records”.

Each record consists of “fields”.

Each field consists of specific pieces of information about the organization, its sites and its services. There is one record for each organization (or service provider).

A database might contain 1,000 records for 1,000 agencies, and each record might have 25 or more separate fields such as a field for the name of the agency, another field for the address, another field for the telephone number, yet another set of fields that describe the services, the languages in which each service is available, and fields that contain the terms under which the services are indexed.

These index terms are generally drawn from a prearranged list to ensure consistency, preferably from the hierarchical classification system called the AIRS/211 LA County Taxonomy of Human Services (or more commonly, just “the Taxonomy”). Some organizations use a separate keyword index as an auxiliary search tool.

Here’s a condensed example of a database record:

| |

|Organization name: Anytown Community Services Agency |

| |

|Address: 18 Main Street, Anytown |

| |

|Service Description: Saturday lunch program for single women and their children |

| |

|Taxonomy indexing: Meals * Single Mothers |

If the I&R Specialist is looking for a place where a single mother can get a nutritious, affordable meal, the above organization would meet the specifications.

If the I&R Specialist chooses to do a service search, then it would be correct to search the resource database using the Taxonomy term: “Meals”.

That search for records indexed with the word “Meals” might produce 25 programs that offer this service including the one outlined above.

A separate search for the Taxonomy target term “Single Mothers” may produce the above program contained within a different list of 15 completely different types of programs aimed at single mothers. Whereas a combined search of the two Taxonomy terms (i.e. Meals and Single Mothers), will produce a shorter, more focused list of maybe only 3 or 4 applicable programs.

While reviewing additional information about organizations on that shorter list, the I&R Specialist might discover other relevant resources: for example, a similar program in Sometown which is nearer to the client; or another program offered on Mondays and Wednesdays which is more convenient. Yet another option may be a program that also offers parenting classes and a children’s reading club -- a richer set of services.

As information is retrieved and reviewed, the client is able to develop a broader knowledge base, see possible solutions and identify choices – just what good I&R is all about.

Searching a resource database

The type of search required depends on the outcome of the assessment process in correctly framing the needs of the inquirer.

I&R Specialists often receive calls in which clients are requesting specific information about a particular organization. For example, “What is the phone number for the Red Cross?”, “What’s the address of Anytown Community Services?” or “What’s the name of the church on Main Street that runs the food pantry?”

These types of requests generally involve searching for the organizational name, program name or street location. Typing “Red Cross”, “Anytown Community Services” or “Main Street” in the correct search box should bring up the relevant record or at least a list to scroll through that includes the desired record.

In other cases, the client will ask for a particular type of service. The meal program described in the previous section is an example of a fairly straightforward service search. A search that involves looking for a particular service, or a service for a particular type of person, can involve more complex considerations.

Indexing terms in the Taxonomy reflect one of the following “facets” or concepts:

• The type of place or facility (for example, the terms Elder Abuse Shelters or Children’s Hospitals): What the organization IS.

• The type of service that is provided (for example, the terms Clothing or Personal Loans): What the organization DOES.

• The way in which a service is delivered (for example, the terms Legal Counseling or Adlerian Therapy): HOW the service is delivered.

• The type of person the service is targeted to (for example, the terms Teenage Parents or Immigrant Communities): WHO the service is for (i.e. the target). However, a target term is always used in conjunction with another term and not on its own.

The ability to take advantage of the above facets when searching is very dependent on the functionality available in an I&R Specialist’s software and the indexing choices made by the agency’s own Resource Specialists. Training in both is obviously critical. That being said, there are some basic options to consider when searching.

Most searches involve service concepts with or without one or more target terms.

For example, in a search involving shelter for a homeless man, the I&R Specialist may want to qualify the search with the Taxonomy terms: Homeless Shelter * Men. Multiple targets are sometimes appropriate such as: Sexual Assault Counseling * Hispanic/Latino Community * Women.

Sometimes, a single indexing Taxonomy term for a service will include an explicit reference to the target (for example, Homeless Drop In Centers or Adult Residential Care Homes). In these cases, it is not necessary to combine a target term when conducting a search.

If the request is for a particular type of service or organization, (for example, an adult education program or a library), then using a facility type term often provides the best results.

One of the most effective ways to search through the Taxonomy for the most appropriate term is to focus on the most unique aspect of the concept that you want to find.

For example, if you are looking for a homeless drop in center, you may not know the exact wording for the Taxonomy term. If you type in “Centers”, you may retrieve more than 200 Taxonomy terms that include the word “Centers” (such as Aquatic Centers and Arthritis Treatment Centers), most of which are irrelevant to this situation.

Typing “Homeless” or “Drop” retrieves a much more manageable number of terms to review. Typing “Homeless Drop” may produce exactly one term. The principle works equally well when you are searching for a particular agency by its organizational name. (However, the ease of these functions varies between different I&R software systems).

Whereas a combined search of the two Taxonomy terms (i.e. Meals and Single Mothers) will produce a shorter, more focused list of maybe only 3 or 4 applicable programs. Of course a single mother may be eligible for many -- even all -- of the general meal programs in the database. But these specialized programs will be more attuned to her specific needs (there may be a supervised play area for example).

It is important to be clear about what you are searching for and to have some initial strategy on how best to search.

Learning to search and understanding the most effective way of retrieving relevant information from the resource database does not come quickly. It involves lengthy practice and much initial frustration, (“How come when I type in the phrase Help with Electricity Bills nothing happens?!?!?” “Well, that’s because the correct term is Utility Payment Assistance.” “How am I supposed to know that?” “You’re not supposed to know that. You will just gradually learn it.”). You need to maintain a flexible mindset and to always try concepts and phrases that have a similar meaning. In the above example, for instance, the key is that “electricity” is a “utility”.

Sharing information with clients

The client is a young mother who wants a better job when she returns to the workforce. With the help of the I&R Specialist during the assessment process, she decides that she needs additional training. The search using the Taxonomy indexing terms Job Training and Mothers produces the following program:

Organization Name: Anytown Employment Services

Address: 55 Main Street, Anytown

Area of Service: Anytown

Web site:

Program name: Mother’s Next Step

Taxonomy Indexing Terms: Job Training * Mothers

Program Description:

Voluntary employment program for financially eligible mothers with young children. Six month program includes skills training, job readiness, child care and parenting education.

Eligibility: Mothers on low incomes with children up to 3 yrs

Application Procedures/Intake: Call to arrange an interview to confirm eligibility

Documentation Call for details

Fees: Nominal fees for materials

Hours: Mon-Fri 9 am-5 pm

Telephone (123) 123-1234

At first glance, this looks like a helpful resource.

But always check the details to make sure a resource really meets the client’s needs and then review it with the client. In particular, read the entire record carefully to make sure you give the client all the relevant information to confirm its suitability.

For example:

• The agency is located in Anytown. Is that where the client lives?

• The eligibility is for mothers with children up to 3 years of age. How old are the client’s children? If the youngest is 4, she may not be eligible.

• Are the operating hours suitable or is the client only able to attend evening classes?

• Read the program description to the client. Does she think it might a good option for her and worth learning more about?

• Does the client have access to the Internet? If so, would she be interested in checking out the agency’s Web site?

Additional considerations when working with resource databases

❑ When your search retrieves a long list of database records, try revising or narrowing your original search to produce a shorter, more relevant list. For example, Job Training may retrieve 200 records, a revised search for Job Training combined with the target term Youth may retrieve only 20 records – all of which are relevant to the client.

❑ If you still have a long list, try to look beyond the first 2-3 entries to avoid places consistently receiving more referrals than agencies that happen to begin with a different letter of the alphabet. However, some I&R softwares will display records in order of their proximity to the client’s home.

❑ Remember that there is a difference between the location of an agency and the area that it serves. An agency could be located within a certain town but also provide programs for several other towns. Similarly, an agency can be located within a city but only serve a certain neighborhood within that city.

❑ The preference is to provide at least three referrals. The reality is, that depending on the request, there may only be one or two real options.

❑ When you are just starting out, it takes a long time before you become efficient at searching. Some new I&R Specialists become nervous at this stage and tell the client, “I am just going to put you on hold for a few minutes while I search for some services.” This then becomes a habit that cuts off the client. Better to develop the “chat skills” that let you search while still continuing your contact with the client.

❑ When searching, let the client know what you are doing (“I am just going to search our database to try and find a few services”). If you don’t share this information, all the client hears is the clatter of keys and for all they know, you might be e-mailing messages to friends.

❑ When looking at what seems an appropriate term, it is always a good idea to check whether that term has any “See Also” terms that might be even more applicable. See Alsos are similar but distinct concepts. For example. You may have found Homeless Financial Assistance Programs but then notice a See Also for Rental Deposit Assistance that would be more helpful to your client.

❑ When you do get fast at searching, another pitfall looms – being too fast and taking searching shortcuts straight to an agency that you know has a suitable program. The agency might indeed have the program you recall, but maybe since you learned about it, two or three similar programs might also have opened, and some might be even better options. In other cases, the program you remember may no longer be available or may have slightly changed its requirements and the client is no longer eligible. Try not to anticipate the referral. Listen, assess and undertake a proper search.

❑ When using target terms, it is important to remember that the programs that are retrieved are not all of the programs that are available for that individual. For example, using “Teen Parents” will return all of the programs specific to teen parents but not all of the programs that any parent (including a teenage one) would want to use.

Other information resources

The benefit of using your own resource database is that you can be confident that all the information has been collected and is being maintained through a standards-driven process. Furthermore, you can see exactly when a record was last updated or modified (depending upon your software). If a record is relatively old and the service you are looking for quite volatile (i.e., the type that changes frequently such as a meal program), you may want to verify the information before making a referral.

And there are times when you might need to check some other resources in order to better serve a client.

Obviously, … the Internet has opened up oceans of information. Government Web sites are often very helpful in providing detailed information that could not be maintained within an I&R database. Individual agency Web sites are also helpful – although in many cases, they are not up-to-date. You may also have to wade through a variety of “commercials” to find the facts, and crucial pieces of information may be omitted. Be cautious when using external web sites and always let your client know the source of the information. It might be helpful to also work with your resource department to better identify “good” web sites.

Most I&R agencies collect local directories produced by organizations such as self-help clearinghouses and local hospitals. They may contain some information that is not in your own database.

When providing information from anywhere other than your own resource database, always tell the client the source.

Another type of auxiliary resource is the local telephone directory. There will be times when a client asks about something that can be easily found in the phone book. Some I&R services treat every inquiry at face value and provide the information requested (for example, the phone number for a particular plumber) while explaining to the client the real focus of the I&R service and the type of calls usually answered.

The concept is that not providing that minute or so of polite help which is outside the scope of the I&R might result in individuals not contacting the I&R when a real situation develops as they had not felt “helped” before.

Sometimes those telephone directory inquiries may be made by older adults who have trouble reading the small print of the phone book, and call the I&R service because they have been very helpful before. And yes, sometimes those calls are from people wanting to avoid paying the cost of a 411 call!

Discussion issues

❑ What are the critical pieces of information that a client generally needs before deciding to accept a referral? And how does an I&R Specialist find these out?

❑ Develop a sample list that reflects the type of services available within a resource database that includes four distinct facilities or places that a type of service may operate from (such as a library), four distinct types of services (such as advocacy) and four service target groups (such as women).

❑ If you just typed the word “Youth” into the database, what type of services would you likely retrieve?

Scenario

A family has received a warning notice from their landlord and may need some legal advice to fully understand their situation. One of the parents has recently become unemployed but has not yet applied for unemployment insurance or knows whether this is possible. Meanwhile, they are continuing to fall behind on their rent and could definitely benefit from some assistance to handle the arrears.

What are the most obvious possible key words that you might use for searching the resource database to find help for this situation? Remember that there will always be possible variations within a single concept (for example, a library may be indexed under reading, books, book loans, libraries, community resources, etc.).

Try entering the words that you chose into a Taxonomy search engine (for example, under the search area at or on your I&R software). You will probably find that the majority of them proved to be incorrect! Don’t worry, this is normal but will get easier as you get more familiar with the patterns of indexing terms and thinking of related words.

Role-playing option

Inquirer

Has heard about Big Brothers Big Sisters program.

Thinks it might be useful for daughter but doesn’t know much about it.

Responds to questions from I&R Specialist about whether the program meets their needs and expectations.

I&R Specialist

Looks up the record from the resource database.

Shares the relevant aspects of the following information and asks the relevant questions to assess eligibility and gauge interest.

Organization name: Anytown Big Brothers Big Sisters

Address: 100 First Street

Telephone: (234) 567-8901

Hours: Mon-Thu 9 am-4 pm; Fri 10 am-6 pm

Fax: (234) 678-9012

Toll Free: (800) 123-4567

Web site:

E-mail: abbbsinfo@

Executive Director: Eve Adams

Overview: Mentoring program for at risk children and youth.

Area Served: Inner Anytown only

Languages: English, Spanish

Taxonomy index terms:

Adult/Child Mentoring Programs

Mentoring Services Volunteer Opportunities

Description: One-to-one mentoring program matching adult volunteers with at risk children and youth from single parent homes. Long term mentoring preferred. Professional clinical, tutorial and developmental support.

Eligibility: Children and youth from 7 to 12 years identified as being at risk

Application Procedures Call to apply

Documentation: Call for details

Fees: None/not applicable

Suggestions ways to speak with clients

❑ “I am just going to search our database to try and find some services that can help.”

❑ “I have about 10 agencies that may be possibilities. I am just going to read through them and see if there are any that match what you need.”

❑ “This agency is located in Sometown. Is that a place you can get to OK?”

❑ “I’ll give you the phone numbers now. Do you have a pen and paper?”

❑ “Just to let you know that I got this information from a booklet that Public Health publishes. I can’t be certain if it is still correct but you can phone and find out.”

❑ “I’ll look that up for you but just to let you know, our service is designed to help people needing community, health or social services. And if you ever need help with anything like that in the future, please give us a call.”

Summary of key points

❑ Human services information is contained within an I&R resource database.

❑ The database can be searched in a number of ways to respond to the needs of clients.

❑ I&R resource databases are organized into records and fields, and are indexed using the AIRS/211 LA County Taxonomy of Human Services – a hierarchical classification system.

❑ Learning how to search the database, especially using the Taxonomy, requires many hours of practice.

❑ After finding a possible program, review the details with the client to make sure that it meets their needs and they understand what they should do to obtain the service they need.

❑ Always read description narratives carefully to make sure that the details match the summary.

❑ Try to provide three referrals.

❑ If providing information from other sources, let the client know where the information is from.

Test questions on objectives

1. Which of the following provides the best advice on how to search an I&R resource database?

a) Consider the most distinctive aspect of the type of service you are looking for and how it is most probably indexed

b) Remember the last time a client asked the same question and try to remember the agency name

c) Search for all of the agencies within the client’s area and slowly scroll through the list

d) Try the most likely sounding search term and if that doesn’t work, use the hard-copy directory so as not to waste the client’s time

2. Which of the following is a type of Taxonomy term?

a) A facility term

b) A faculty term

c) A tangential term

d) An advocacy term

3. Which of the following best describes the structure of an I&R database?

a) Fields, fences and records

b) Head offices and branches

c) Programs and participants

d) Agencies, sites and services

4. Which of the following is an example of an external information resource that an I&R Specialist might occasionally use?

a) A government building

b) A government Web site

c) A television guide

d) A well-known Weblog

5. When searching for a referral which of the following geographical issues must be addressed?

a) That the program is located on the same street as the client

b) That the program is located in the same town as the client

c) That the program serves the area in which the client lives

d) That the program’s ZIP code is an exact match with the client’s address

6. Which of the following pieces of information from a database record may be the most important for a client to know?

a) Address of program

b) E-mail address of program

c) Fax number of program

d) Name of Executive Director

7. If an I&R Specialist conducts a database search and retrieves over 100 records, what is the best response?

a) Slowly check all of the records in order to locate the exact one needed

b) Narrow the search terms in order to retrieve a more precise and relevant list

c) Provide the first three referrals on the list in order not to waste the time of the client

d) Provide three referrals at random in order not to show any favoritism to particular agencies

8. Once an I&R Specialist has retrieved a relevant record, what is the next step?

a) Review the record carefully to ensure that it meets the needs of the client

b) Provide the key information to the client immediately

c) Provide the phone number to the client

d) Check one field at random to make sure it is correct

Answers to test questions

1. (a)

2. (a)

3. (d)

4. (b)

5. (c)

6. (a)

7. (b)

8. (a)

................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download