Introduction 

An Information and Referral (I&R) service helps individuals find the right resources by providing guidance and connecting them with community services, government agencies, healthcare providers, and more. While no formal licensing is typically required to operate an I&R service, certain certifications may be necessary, particularly if you employ social workers or provide specialized services. This guide will outline the steps to establish an I&R service, key certifications to consider, best practices, common challenges, and state-specific considerations. 

Step-by-Step Guide to Starting an Information and Referral Service 

1. Define the Scope of Services You Will Provide 

Description: Information and Referral services help individuals connect with resources such as healthcare, housing, financial assistance, legal aid, and crisis intervention. Your service may focus on a specific population (e.g., seniors, or people with disabilities) or provide general referrals. 

Action Point: Clearly define the types of services and resources your I&R program will offer. Will you focus on certain categories, such as healthcare and social services, or offer a broad range of referral options? 

Tip: Consider specializing in areas where there is high demand in your community, such as homelessness prevention, disability services, or employment support. 

2. Research Certification Requirements for Staff 

Description: Although an I&R service itself may not require formal licensing, certain roles within the organization, such as social workers or counselors, may need to be licensed or certified, depending on the scope of services provided. Certification can also enhance credibility and trust. 

Action Point: If your I&R service employs social workers, ensure they are licensed by your state’s board of social work. Other professionals, such as case managers or crisis intervention specialists, may also require certifications. 

Tip: The Alliance of Information and Referral Systems (AIRS) offers certifications for I&R specialists, resource specialists, and managers, which can help your organization establish a high standard of service. 

3. Develop a Comprehensive Resource Database 

Description: A reliable and up-to-date database is the core of any successful I&R service. This database should include contact information, eligibility criteria, service hours, and application processes for various community services and resources. 

Action Point: Develop a database of local and regional resources, including government agencies, non-profits, healthcare providers, housing services, financial assistance programs, and more. 

Tip: Use a customer relationship management (CRM) system to organize and regularly update the database. You may also want to offer an online resource directory accessible to clients. 

4. Set Up Infrastructure for Service Delivery 

Description: Depending on your business model, you can provide referrals through phone hotlines, online directories, walk-in services, or even mobile apps. It’s important to have the right infrastructure to ensure timely and accurate referrals. 

Action Point: Determine how clients will access your services (e.g., phone calls, email, website, mobile app). Set up the necessary infrastructure, such as a call center or online platform, to handle inquiries efficiently. 

Tip: Consider using integrated technology, such as a cloud-based call center platform, to track client interactions, manage referrals, and follow up with clients. You can also offer 24/7 access via automated systems or chatbots. 

5. Create Policies and Procedures for Service Delivery 

Description: Policies and procedures ensure consistent, high-quality service delivery. These should cover client interaction protocols, data privacy, referral accuracy, and follow-up processes. 

Action Point: Develop policies outlining how your I&R staff will interact with clients, handle sensitive information, and follow up on referrals. Include guidelines on how to manage clients in crisis situations. 

Tip: If your service handles personal or health-related information, ensure you comply with HIPAA (Health Insurance Portability and Accountability Act) or other relevant data privacy regulations. 

6. Recruit and Train Staff 

Description: Your staff will be the face of your service, so it’s essential to hire and train qualified individuals who can assist clients with empathy and professionalism. Depending on the complexity of the services you offer, your team may include social workers, case managers, or general I&R specialists. 

Action Point: Recruit staff with experience in social services, healthcare, or case management. Provide comprehensive training on how to use the resource database, communicate effectively with clients, and handle referrals accurately. 

Tip: Consider enrolling your staff in AIRS certification programs, which cover best practices for information and referral professionals. 

7. Implement Quality Assurance and Follow-Up Systems 

Description: Ensuring that clients receive the right referrals and that services are effective requires a strong quality assurance system. Regular follow-up with clients can help measure the success of your referrals and improve service quality. 

Action Point: Develop a follow-up system to check in with clients after they receive a referral. This could involve phone calls, email surveys, or automated systems to gather feedback on the referral process and outcomes. 

Tip: Track metrics such as referral success rates, client satisfaction, and service utilization to continuously improve your I&R program. 

8. Promote Your Service and Build Partnerships 

Description: Building awareness of your I&R service is key to reaching individuals who need help. In addition to marketing your services directly to the public, consider building partnerships with local agencies and non-profits that can refer clients to your program. 

Action Point: Develop a marketing plan that includes online marketing (social media, websites), local outreach (flyers, community events), and partnerships with healthcare providers, social service agencies, and government offices. 

Tip: Establish referral relationships with hospitals, shelters, mental health clinics, and government agencies to ensure that your clients have access to a broad range of services. 

Best Practices Based on Waiver Group Advisory 

Maintain an Up-to-date Resource Database: Regularly update your resource directory to ensure the accuracy of referrals. Assign staff to conduct routine checks on each organization’s availability, hours, and contact information. 

Provide Client-Centered Service: Focus on the individual needs of each client. Offer personalized referrals, and ensure that your staff takes the time to understand the unique circumstances of each person seeking help. 

Offer 24/7 or After-Hours Access: Providing extended hours or after-hours services can make a huge difference, especially for crisis-related referrals. Consider using automated systems or a call center with 24/7 availability. 

Utilize Data for Continuous Improvement: Collect data on client interactions, referral success rates, and overall service performance. Use this information to identify trends and areas where service quality can be improved. 

Common Challenges and Solutions Based on Waiver Group's Experience 

Challenge: Outdated Resource Information 

Solution: Implement a system for regularly verifying the accuracy of your resource database. Designate staff to periodically contact listed services to update information and ensure that services remain available. 

Challenge: Clients Needing Specialized or Crisis Services 

Solution: Train staff on how to handle clients in crisis and create a referral network that includes mental health professionals, crisis hotlines, and emergency services. You can also work with social workers or licensed professionals to handle complex cases. 

Challenge: Staff Burnout 

Solution: Provide regular professional development opportunities and mental health support for staff. Establish a manageable caseload and ensure adequate staffing levels to avoid overburdening your team. 

State-Specific Considerations 

California: I&R services in California often work closely with the 2-1-1 system, a free phone and online service that connects residents to local resources. Staff offering specialized services, such as social work, may need to hold state licenses. 

New York: In New York, agencies providing social services or mental health referrals may be subject to regulations from the New York State Office of Temporary and Disability Assistance (OTDA) or the Office of Mental Health (OMH). 

Florida: In Florida, many I&R services partner with Aging and Disability Resource Centers (ADRCs) and are required to follow specific guidelines for delivering services to seniors and individuals with disabilities. 

How Waiver Consulting Group Can Help 

Starting an Information and Referral service requires thoughtful planning and coordination with local resources. Waiver Consulting Group offers expert assistance in: 

• Setting up resource databases and referral systems. 

• Providing staff training on best practices in I&R services and customer interaction. 

• Guiding you through any relevant certifications and compliance with local regulations. 

• Offering consultation on marketing strategies and community outreach. 

To learn more about how Waiver Consulting Group can support your I&R service, schedule a consultation or visit our services page. 

Conclusion