PROGRAM OPERATIONS MANUAL SYSTEMPart GN – GeneralChapter 009 – Miscellaneous FO and OIO ActivitySubchapter 03 – Information and Referral ServicesTransmittal No. 10, 07/17/2020
This is a Quick Action Transmittal. These revisions do not change or introduce new policy or procedure.
Summary of Changes
GN 00903.330 Resources Needed to Make Proper Referrals
Removed the redundant word "add" in the seventh bullet.
In support of the enhanced Leads and Appointment (eLAS) system release scheduled for 7/18/20, we are replacing the reference to the "800# Appointment and Referral System" with "enhanced Leads and Appointment System (eLAS)." We retittled the subsection to "Procedure for the enhanced Leads and Appointment System FO Informational/Referral Screen."
Removed and replaced the obsoleted reference MSOM APPTS 001.003 to MS
Each field office (FO) should establish a file containing information about all available community services according to the instructions in GN 00903.330B in this section. This will be the resource file for all interviewing personnel who provide information about community services or refer interested parties to other agencies, and must include complete data for making proper referrals.
To be functional, the file must be something other than a library of all available catalogs and manuals published by private and public agencies. These catalogs and manuals should logically be a primary resource for information to be contained in the "working file" with supplemental information furnished by FO personnel involved in public affairs activities.
The file must be easily accessible to all persons (including staff in a co-located Teleservice Center (TSC)) who provide such information to the public or make referrals to other agencies. Multiple copies of the file may be necessary, including any materials designed for use at the field office. All entries must be current, accurate, and complete. Use of multiple cross-referral entries, where warranted, is encouraged.
Name of agency (cross-refer branches).
Agency address, telephone number, and office hours for referrals.
Specific population served, if applicable, e.g., blind or deaf.
A precise and brief description of the services provided.
Method of referral- walk-in or by appointment only.
Fees and any provision for fee waiver.
Any other pertinent information, especially anything that would aid the interviewer to inform and refer efficiently; or would be of help in the process of updating the file or in dealing with agency officials.
In addition to the above, the file should contain:
statements embodying understandings between community agencies and the FO;
statements regarding particular services which previous searches have shown are not available in the community;
statements of procedures for answering inquiries within the FO; and,
statements when a service representative, a claims representative, or management receives inquiries for assistance or completion.
Since TSC staff handle many requests for Information and Referral (I&R) services, FOs must ensure that their information screen provides as much information as possible about community resources in the FO service area.
Refer to MS