Getting Services to People in Need Brokering

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Getting Services to People in NeedBrokering

• Three kinds of resource systems.
• Informal natural systems
• Formal membership systems - membership in an
  organization
• Societal resource systems - established through
  social legislation and voluntary citizen action

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Giving information and making referrals

• Find out as much as possible about the exact need
• Find out what the person wants to do about the
  need or problem
• Begin to determine who can handle this request
  best
• Talk to the consumer, share responsibility and
  explain resources that are available.

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Procedures for making referrals and preparing
individuals to receive help with their unmet needs

• Sometimes the solution to an individuals unmet
  needs cannot be met with the current agency and
  the person needs to be referred
• out.
• Discuss referral with consumer
• Assess the consumer's ability to contact the
  resource
• If you are making the contact make certain the
  resource can meet the consumer's needs
• Make an appointment
• Insure consumer know the appointment

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Barriers
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Reaching out to people in your community

• Out reach is locating the people who may need
  assistance, identifying the unmet needs of
  individuals in the community and getting that
  information to those in need. Many people do not
  know that there are resources for them.

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• Understand your self and your feelings, approach
  individuals openly, try to understand the person,
  don't offer help too quickly, know what you can
  and cannot do. Do not promise what you can't
  deliver.

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Techniques for reaching out in your community and
the importance of follow-up in reaching out

• Informal discussion with community
• Observation
• Interview and questionnaires
• Contact with staff and other agencies

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Consumer Advocating

• The need for advocacy- 3 reasons
• The attitude of HS agencies and institutions
  rules, policies, rigidity
• What consumers know and feel about human
  services lack of knowledge of services and
  access, powerlessness, politically under
  represented
• The wrongs suffered by consumers wrongs that
  they can not right themselves

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How to make a decision to advocate Look before
you leap

• Worker needs to make certain that the complaint,
  action, or decision is legitimate unreasonable
  or unjustified demands should not be made on
  behalf of the consumer.
• Decide whether advocacy is necessary. Have other
  avenues been tried? Was it a misunderstanding on
  either side?
• Before advocating discuss it with the consumers
  to insure consumer's informed consent.

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Components of the technique of persuasion and
explore some methods of using persuasion
effectively

• State the problem
• Discuss the problem
• State the action desired
• Summarize and restate

• Methods of persuasion
• Common ground
• Cards on the table
• Blunt assault

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• Always be sincere and speak with conviction
• Look the other person in the eye
• Avoid negative appeals
• Do not do all the talking
• Control your emotions

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Mobilizing

• Mobilizing is getting people, organizations, and
  or community motivated to engage in meeting un
  met needs. Mobilizing might involve the
  following tasks

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• Discovering gaps within the service delivery
  system and recommending services to modify them
• Defining and communicating specific community
  needs by acting as a catalyst for the formation
  of self-help groups
• Describing an unmet service need and proposing a
  plan to a policy maker, using the telephone,
  personal visits, written communication, in order
  to gather support

• Discussing plans or ideas for new services with
  colleagues or lay individuals and encourage
  support of the plans
• Reading local newspapers in order to determine
  issues facing current or potential consumer
  groups
• Participating in existing community groups,
  serving as a resource and discussing human
  services