Follow-up Calls 650-50-80

(Revised 10/17/2018 ML #3540)

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Follow-up calls provide a second opportunity to assist consumers with obtaining needed services. Additional assistance in locating or using service may be necessary. I & R staff may conduct follow-up within two weeks of the call with consumers in situations where I & R staff believe the consumer 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 monthly to the extent possible.

 

Follow-up shall consist of contacting the consumer 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 consumer is satisfied with the I & R service as a means of determining 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 follow-up results in the Department's designated web-based data collection system (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.