The design and implementation of a telephone information and referral service.
Item
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Title
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The design and implementation of a telephone information and referral service.
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Identifier
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AAI9510633
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identifier
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9510633
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Creator
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Blaustein Goodman, Barbara.
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Contributor
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Adviser: Mildred D. Mailick
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Date
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1994
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Language
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English
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Publisher
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City University of New York.
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Subject
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Social Work | Information Science | Education, Social Sciences
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Abstract
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Conflict in values emerge when an agency's goals of meeting community needs and filling gaps in services are confronted by budgetary constraints. As one means of harmonizing these issues, this project was undertaken to demonstrate the feasibility, efficacy, and cost effectivenss of a telephone information and referral (I&R) service staffed by volunteers. Relevant literature is reviewed. Project methodology is described. Findings are summarized. Recommendations are discussed.;The project was undertaken in order to explore the use of a telephone I&R service in order to provide information to the community. This service was to address the mission of the American Heart Association, Nassau Region to provide a distinct measurable service to the community in a caring and cost effective manner; to relieve the busy agency staff of the responsibility and chore of speaking to those with problems; to provide information; to engage in education and prevention activities; to identify client needs; to identify needs and gaps in service; and to enhance the positive relationships between the agency and the public. This service went beyond providing information, as it offered the caller an opportunity for interactive exchange that may have ramifications for assistance beyond concrete I&R. It provided access, immediacy, and personal attention, without fee, to the general public, and permitted callers to control the extent to which they could remain anonymous, if they wished. Information, referral, and assistance were provided in a cost efficient and effective manner utilizing the manpower of trained volunteers supervised by a professional. It was organizationally manageable and evaluable.;Based on the analysis of the service, a number of recommendations is appropriate. Agency commitment and institutionalization are essential, as well as continual screening, recruitment, and training of volunteers. I&R services might provide a valuable field work experience for BSW students or human service program students. This project serves as a model that could be replicated in a variety of settings or as a basis for the development of a centralized telephone I&R service.
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Type
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dissertation
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Source
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PQT Legacy CUNY.xlsx
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degree
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D.S.W.
