What is Information and Referral?
Information & Referral (I&R) is the art, science and practice of bringing people and services together. I&R resource databases contain detailed descriptions of the programs and services provided by community, social, health, and government organizations.
Inquirers to Vermont 2-1-1 will connect with:
“trained, empathetic I&R Specialists who assess their needs in a non-threatening, non-judgmental and confidential manner and help them understand their situations and make informed decisions about possible solutions. The I&R Specialist can, when necessary, assist people who are in crisis and emergency situations. I&R Specialists can also advocate on behalf of individuals who need additional support.”
From AIRS – Alliance of Information and Referral Systems
At Vermont 2-1-1, we can provide clients with much more than a phone number or the service hours of an agency. Our I&R Specialists follow an information and referral process that includes:
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Establishing rapport
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Gathering information through active listening
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Determining the caller’s previous efforts
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Problem solving in partnership with the caller
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Matching resources with needs
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Identifying potential barriers
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Making appropriate referrals to services
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Offering follow-up if appropriate
How do we index an agency’s services?
Vermont 2-1-1 uses the Alliance of Information & Referral Systems’ (www.airs.org) approved Taxonomy of Human Services, a standard indexing system used by human service information and referral organizations throughout the United States and Canada.