Service no longer available (e.g. funds exhausted) Not eligible for service more detailed assessment (e.g. client had already used them) Other (detail) If response is If the response is “No”: “Yes”: you able to get the you tell me what happened?” “Were “Could help you needed another way?” Potential reasons: Came to another solution Situation away’ on its own ‘went Will make contact later Waiting to see if things change before making contacts (detail) If the response is “No”: anything I can help with at this “Is stage?” (e.g. perhaps client lost referral information or had not had time to make connection or had given the information to someone else) have a couple of questions “I the person that you talked to when you called. Did the person understand the Target: 85% respond “Yes” reason you were calling? to each question Did you feel that the person cared about your situation? Did you feel that he/she tried their best to help you?” were you happy with Target: 85% respond If response is “Overall, “Yes” “No”: the service you received when am sorry to hear that. Could you tell “I you contacted [name of your me a bit more about why that is the service]?” or your case?” “Has situation improved as a result of you contacting our Potential reasons: service?” Issue with I&R service (e.g. impolite, did not provide accurate information)
Service no longer available (e.g. funds exhausted) Not eligible for service more detailed assessment (e.g. client had already used them) Other (detail) If response is “No”: “Were you able to get the help you needed another way?” If the response is “Yes”: “Could you tell me what happened?” Potential reasons: Came to another solution Situation ‘went away’ on its own Will make contact later Waiting to see if things change before making contacts (detail) If the response is “No”: “Is anything I can help with at this stage?” (e.g. perhaps client lost referral information or had not had time to make connection or had given the information to someone else) “I have a couple of questions the person that you talked to when you called. Did the person understand the reason you were calling? Did you feel that the person cared about your situation? Did you feel that he/she tried their best to help you?” Target: 85% respond “Yes” to each question “Overall, were you happy with the service you received when you contacted [name of your service]?” or “Has your situation improved as a result of you contacting our service?” Target: 85% respond “Yes” If response is “No”: “I am sorry to hear that. Could you tell me a bit more about why that is the case?” Potential reasons: Issue with I&R service (e.g. impolite, did not provide accurate information)
AIRS_I&ROutcomeGuide_March2014.docx