Follow-up Calls 650-50-80

(Revised 5/15/2012 ML #3328)

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Follow up calls provide a second opportunity to assist callers with obtaining needed services. Additional assistance in locating or using service may be necessary. I & R staff will conduct follow up within two weeks of the call with inquirers in situations where I & R staff believe the inquirer does not have the necessary capacity to follow through and resolve their problem.

 

For quality assurance purposes, I & R staff will conduct follow up calls on 10% of other inquiries on a monthly basis.

 

Follow up shall consist of contacting the inquirer and or organization to which a referral has been made to find out if service is being provided and the need is being met, and if the service is not being provided, why not.

 

Follow up may also be used to determine if the inquirer is satisfied with the I & R service as a means of ascertaining the effectiveness of the I & R services provided.

 

If applicable, changes in agencies or services gathered during follow up calls will be verified by I & R staff and the resource database information will be updated.

 

If the inquirer has not received services or the need has not been met, I & R staff shall determine whether there is still a need and make additional appropriate referrals and consider a referral for options counseling services. I & R staff will document in SAMS follow up results (that the service was not received) for future reference.

 

Information gathered during the follow up process may be used as a further means of evaluating the effectiveness of existing community service providers and for identifying gaps and overlaps in community services.