Career Development Forum – Yolo County Cohort

Instructions:  A customer makes an appointment with you to find work. The individual needs assistance with housing and meals.

Answer these questions:

1. To whom in your local area do you refer them for this assistance?

2. What techniques have you found especially helpful to use in an intake interview to discover barriers that a customer might be facing? Describe 1-2 techniques you use that work well for you.

Make one original post and then respond to 1 team member’s post. You will make a total of two posts. For your original post, responds in a paragraph or two for the 2 questions. For your 2nd post, respond in several sentences.

Remember that our learning group works in a full value environment: We treat our colleagues with respect and professionalism. Our comments should reflect this culture.

59 thoughts on “Career Development Forum – Yolo County Cohort”

  1. Yong Xiong says:

    ANSWER TO QUESTION 1: If a CalWORKs customer needs assistance with housing, I will refer him/her to a CalWORKs eligibility worker to see if s/he qualifies for Temporary Housing Assistance (THA). The THA program will assist the customer by providing motel funds for homeless families. If the customer is not eligible for THA or has exhausted these funds, then I will refer the customer to the CalWORKs Housing Support Program (HSP). This program provides housing assistance to families that meet a strict definition of homelessness. The HSP case managers assist homeless CalWORKs families with finding housing, paying for housing deposit, rent, furniture, and other housing items, if approved. If the customer is not eligible for THA and/or HSP, I will refer the customer to a homeless shelter such as Fourth and Hope and/or Empower Yolo, if appropriate. The CA COVID-19 Rent Relief program also assists eligible families who are behind on their rent due to the pandemic. The Yolo County Housing Authority is also a good resource to refer a customer for housing assistance. The customer can get information about section 8 housing, low-income housing, affordable housing, and other housing information.

    ANSWER TO QUESTION 2: I use motivational interviewing. I make sure to express the ingredients in a helping relationship: acceptance, respect, understanding, empathy, trust, warmth, and genuineness. I also use the helping skills, which includes attending, listening, reflecting, encouraging, questioning, and silence. There are times when I use a combination of closed-ended and open-ended questions depending on the customer. Lastly, I ensure the intake interview environment is safe and comfortable for the customer.

  2. Yong Xiong says:

    ADDITION TO QUESTION 1: For food assistance, I will refer the customer to the Yolo Food Bank. If the customer is already on CalWORKs then the customer should already be receiving CalFresh benefits. If I know of any churches that are giving out free food then I will refer the customer.

  3. LaRae Shaw-Meadows says:

    Hey Yong! Are you referring to Connect to Food text message program? That is the one I have used it a lot with my clients. I especially like that it is city specific. It isn’t allowing me to cut and paste so here it is:
    Text to 888777
    Olive: Woodland
    Grape: West Sacramento
    Almond: Winters
    Tomato: Davis
    Aggies: UC Davis Campus
    Rice: North Yolo
    Walnut: Capay Valley

    1. Yong Xiong says:

      Hi LaRae! I like how you provided specific information for customers to access Yolo Food Bank services. The information that you provided above is city specific, which is great for Yolo County customers. I normally provide the Yolo Food Bank phone number and website if customers want more information. Thank you for your addition!

    2. Lupe Lepe says:

      Thanks LaRae for the information, I did not know that you could text the code and information would be provided to you. I will definitely be using it as a resource

    3. Pola Chandler says:

      Thank you so much, I forgot about the 888777 text.

  4. Lupe Lepe says:

    1. I would get more information to see if this individual had any children, if so I would refer them to CalWORKs. If no children, food assistanceI would give them food referral to our local food closet and to the homeless assistance coordinator.

    2. The techniques that I use at in intake interview is the 7 ingredients; acceptance, respect, understanding, empathy, trust, warmth, and genuineness. I definitely try to listen and use empathy-allowing to put myself in the other persons place to gain a deeper understanding of their satiation.
    I use the helping skills too, attending, listening, reflecting, encouraging, and questioning. I like to us the encouraging- all that is necessary to let the client know that you are listening and encouraging them to continue talking to learn more about them.

    1. Manoli Sarikakis says:

      Great interviewing technique Lupe. I believe all 7 ingredient’s are important in building trust with your client as well as well as getting the information from them so that you can best assist them. Encouraging is very important because you want your client to feel that their is hope and light at the end of the tunnel . Empathy is also a great tool since it puts us in the clients shows and makes us critically think what would we really need from our workers if we ended up in that situation.

    2. Timothy Lee says:

      Well said Lupe. Children is also my first thought. They are the most vulnerable and there are many services that can help.

    3. Jerry Perez says:

      I couldn’t agree with you more Lupe and well said! Empathy in our line of work is a necessity. I definitely believe in being patient with clients especially in an initial interview and fully relate to the 7 ingredients. Over time and establishing trust is the best way to fully assist a customer and understand their true needs.

      1. Ana Polanco says:

        I was not aware of the Connect resource. Thank you for posting the information on here. 🙂

  5. LaRae Shaw-Meadows says:

    My client is receiving CalWORKs: I would follow up with them regarding what is going on with their current housing situation to determine next steps for assistance. If they have have an eviction notice I would check to see if they have used their Permanent Housing Assistance-I would reach out to their eligibility worker to find out this information. If they have not used their PHA then I would refer them back to their PAS to begin those steps. If they have used their THA/PHA then I would complete a referral to our Housing Support Program and staff it at our next CWES staffing meeting. I would also refer them to our local shelter (Woodland) 4th and Hope. I would also encourage them to apply for conventional housing through the Yolo County Housing Authority AND encourage them to start putting their name on the lists of the local subsidized housing locations in our area.
    If they aren’t receiving CalWORKs I would refer them to our local shelter or to Empower Yolo if they are experiencing domestic violence. I would refer also refer them to Empower yolo if they aren’t experiencing domestic violence as they have some housing programs that might be able to help them. If they are a Veteran then I would refer them to our county Veteran’s program in addition to the local shelter and Empower Yolo.
    And for food resources for all of these clients I would refer them to Connect to Food with the following information:
    Text to 888777
    Olive: Woodland
    Grape: West Sacramento
    Almond: Winters
    Tomato: Davis
    Aggies: UC Davis Campus
    Rice: North Yolo
    Walnut: Capay Valley
    I would also demonstrate the Connect to Food ‘result’ so they could see what it looks like when they text the appropriate word(s) to their locale. I currently receive those text message alerts from a few cities so I would be able to show them.

    1. Lourdes Vidales says:

      Awesome list LaRae, its the one I have had connected in my email for the COVID emails. Two thumbs up!

  6. Cathy Houts says:

    1. Yong and LaRae have pretty much stated the process with Cal WORKS. If someone comes in who is not Cal WORKS eligible, you can refer to YCCC and the Housing Coordinator through HHSA. For Food assistance, depending on the situation we can refer to the Food Bank, there are several churches and also Meals on Wheels for Seniors/Differently Abled folks.

    2. Motivational interviewing and listening. Ask open ended questions so that the person being interviewed feels that they can talk. You get more information in a give and take interview than just asking questions.

    1. Edith Solorzano says:

      Cathy, I agree with you on the open ended questions. It allows individuals to open up and allows me to gather information on their personal history, background and needs.

  7. Cathy Houts says:

    LaRae,

    I had no idea about Connect to Food. Thanks for the information.

  8. Edith Solorzano says:

    Most of my peers have already covered the steps and resources available to families receiving CalWorks. If an individual comes in that is not eligible to CalWorks, I would refer to our local shelters, reach out to out city homeless coordinator Ryan Collins/Christine Kline as well as our internal homeless coordinator Nadia for resources and additional support. For food needs, I would recommend the individual apply for CalFresh and provide contact information to our Food Bank and Churches.

    Our intake packet consists of an Initial Assessment that was created with mostly open ended questions and I like to complete this form with them rather than having participants complete themselves because it allows us to set a foundation to establish a rapport, identify possible challenges, needs and goals supporting the development of a career plan that is attainable and successful.

    1. Michelle Washington says:

      Edith, thanks for your info. I forgot about the city homeless program. I think that also includes Project Roomkey.

    2. Valarie Stapleton says:

      Edith,
      I agree with you that building a strong rapport with our customers is very important. It helps to reinforce repeat customers and the lets the population more aware of our services.

  9. Manoli Sarikakis says:

    If a customer makes an appointment to find work they meet with me since I am employment specialist that works in the One Stop Center, I handle all their employment needs (resume, coaching, job leads ext). If the client needs housing assistance if they are on Calworks I have them get screened by he eligibility worker to see if they can get on Calworks housing support program. If they are not on calworks or are not eligible I refer them to Yolo County Housing authority so they can get information and housing leads. If they are homeless I refer them to the local homeless shelter so they can stat during the night time.

    The techniques I use when interviewing are 1) Non judgmental listening to where I let the client speak and tell me all their concerns as I take notes, I do not interrupt the client but instead I speak after the client is done answering the question and telling their story. Another technique I use is 1st asking open ended questions to where I get the client to tell a more detailed story then they would otherwise, only if the client isn’t responsive to the open end questioning do I switch to a closed end question approach. I try to create a comfortable environment to where client feels safe telling me their situation so I can best assist them with the services or referrals that may need.

    1. Manoli Sarikakis says:

      In addition if client is in need of food assistance I refer them to the Yolo Food Bank, if they do not have food stamps I encourage them to apply to the calfresh food stamps program

      1. Jasvinder Sharma says:

        Answer to Q-1 It depends on each situation with every customer is different.If they need the food only has no kids will referrer them to apply for Food stamps First .If they have kids will referrer them to apply for Cal works.If they do not meet the guidelines for the food stamps or cash aid like over the income limit will referrer them to free food places with no requirements like Food Bank, Local Churches and Meals on the Wheels.For Housing If caworks client need help with the housing will Referrer them to Calworks eligibility worker first to use the THA .After that I will referrer to the Calworks Housing support program.If Customer is not Cal works eligible I will referrer them to the Empower yolo, Homeless shelter.
        Answer to Q-2:- I will make sure to use the Helping skills Which Include Listening ,Encouraging, Attending and Reflecting .Will also make sure to ask the open ended question where I can get the more information to get to know the client.I will also try to create a Comfortable environment where client can feel safe and trust the worker.~2) I will also use Motivational Interview.Make sure to express the Ingredients in a helping relationship:- Respect, Understanding ,Trust and Empathy.

    2. Karen Perez says:

      Great incite and tips Manny. You are always very calm around clients and you do create a comfortable environment especially with the hardest population to serve -GA and individuals on probation.

  10. Michelle Washington says:

    1) If a client comes to me and reports they need assistance with Food, Housing, and finding a Job, I’d choose from the following referrals to provide to the client:
    • Call 211
    • Yolo County Health and Human Services
    o Welfare to Work
    o One-Stop Center
    o WIOA Program
    o CalWorks for TANF
    o CalFresh for food
    o Intensive Case Management and Housing Program
    o Emergency Shelter Program
    • Fourth and Hope
    o Homeless Shelter
    o Transitional Housing
    o Food Programs
    • Yolo County Food Bank
    • Yolo County Housing Authority
    o Section 8
    o Community Based Housing

    2) I complete an Initial Assessment on each new client. By asking a pre-selected set of comprehensive questions I’m able to understand the Bio-Psycho-social aspects of a clients current life situation. By building a repoire with the client during this assessment I find they’re willing to discuss more personal issues and personal barriers in greater depth. This allows me to form a more complete picture of what the client’s needs are and in what ways I can help and what referrals I can provide to assist the client.

    1. Karen Perez says:

      Michelle this is a great list and can offer general services to all. I also find 211 very helpful cause they are always adding new resources. Another great source is STEAC. Thanks for the tips on serving Yolo.

    2. Brittanie Hancock says:

      Michelle what a great list of resources! I think the questions we ask our clients during the initial assessment are very helpful to get a better idea of who the client is, what their day to day life looks like, and how we can support them best.

    3. Jasvinder Sharma says:

      Michelle I love the list you provided for the food. I think it is great.You said it all.Some other places Referrals for housing and food we can referrer to Davis Community Meals and Housing, City of Davis Homeless Services, Yolo Community Care.

      A helpful technique in interviewing or Initial Assessment to discover all the barriers is to ask open ended questions. You can learn Most about the client by asking open ended questions because they will talk about their experiences. An open ended question also shows the participant that you are interested in learning more about them.So we can support based on there need

      1. Shanike Roland says:

        This is a great list of resources, I myself did not know about many of the resources available that you have noted today. Thank you for providing such good care to our clients and helping your fellow co-workers.
        The best way to know what I clients need, is to ask and listen to what they barriers may be and then we can direct them as appropriate. Assessments are best when we can determine what is best by working side by side with our clients and removing any preconceived notions and provide unbiased help.

  11. Timothy Lee says:

    For food assistance I would refer them to Expedited Calfresh where they can get benefits within 3 days. The local Food Bank is another good resource, but I think monthly CalFresh benefits may be more useful as it allows food selection of one’s choosing. For housing the quickest resource would be the local Shelters, after which they may apply for CalWorks housing assistance.

    The techniques that I have found to be most helpful in an intake interview to discover a customer’s barriers is listening and reflecting. By letting the the customer share their experiences you can learn a great deal from just listening. After hearing what has been relayed to you it is equally important to let the customer know you understand what they have said, where they are coming from, and where they would like to go.

    1. Chong Lee says:

      I completely agree with what you said about listening and reflecting. Being heard and understood validates a person’s thoughts and feelings. It is an empowering tool for communication.

  12. Karen Perez says:

    Housing and Meals assistance is in high demand for Yolo Residents. Before I refer customers to any services, I make sure I understand what their needs are. This initial assessment starts with making sure they live in Yolo County, because most services will need the customer to show their identity and possible residency by a picture ID such as a Driver’s license and / or a utility bill. I would then ask how many individuals/ family members are in need. This would establish their household size, as well as start developing my helping skills with customers. I would also identify if the household has any dietary needs – vegan, lactose, etc and housing barriers such as evictions, pets, etc. I would then have to address their income status which many agency’s will need for expedited and eligibility services. Techniques I use to gather information is clear, concise, and direct communication. Customers are more likely to follow through with services when you ask them a tad about what services they are aware of or utilized before. Another technique I use is to not start filling out the paperwork onsite, but to take a few minutes and just listen to what their situation and needs are (SOLER). Depending on what the customer needs, best overall resource is 211, Foodbank, and our own in house services CalFRESH, YCCA, CalWORK’s, and our connection with Streets Team and Mark Sawyer.

    1. Tonya Jones says:

      Hi Chong,
      I agree with you on the concepts of motivational interviewing. Drawing out an individuals own meaning is very important in understanding and connecting with them.

  13. Chong Lee says:

    In my role as an Intensive Case Manager, I’ve worked extensively with families experiencing homelessness. Families are referred to the CalWORKs Housing Supports Program (HSP), which is one of the programs I case managed. In HSP, I use the Housing First Model to move chronically homeless families into permanent housing, and provide long-term rental assistance and case management support to help stabilize their housing. When families are referred to me and they don’t meet eligibility criteria for HSP, I would connect them to our housing partners that my peers mentioned above, including food resources we have in Yolo County.

    One of most important interviewing techniques is creating a safe space for individuals. A supportive environment lets individuals know that it’s ok to open-up and promotes a feeling of respect. Motivational interviewing is another technique I use. Allowing the individual to direct the change rather than telling the individual what to do. Using the concepts of motivational interviewing such as partnership, acceptance, and compassion to engage in conversations that draw out the individual’s own meaning, importance, and capacity for change.

    1. Yecenia Heath says:

      Hi Chong,
      I agree with you that you have to create a safe space for participants. If they do not feel safe, they will not want to open up and talk about their experiences.

    2. Pola Chandler says:

      100% agreed!!! Having a warm safe place is important as our families are dealing with so much.

    3. Jared Moore says:

      Great post Chong, I agree that creating a safe, inviting, and non-judgmental environment is key when talking with clients. Additionally, I would 100% agree with allowing the individual to direct their change and trajectory of their life rather than tell them what to do. Allowing the client to create a plan for themselves while offering an outside perspective helps with long-term and lasting success.

  14. Yecenia Heath says:

    Referrals for housing and food that have not been mentioned are as follows: Davis Community Meals and Housing, City of Davis Homeless Services, Turning Point Housing Support Services, Volunteers of America, Yolo Community Care Continuum, Mercy Coalition Daily Lunch Program, St. Vincent de Paul of Davis and WIC.

    A helpful technique in interviewing to discover barriers is to ask open ended questions. You can learn a lot from a participant by asking open ended questions because they will talk about their experiences. If a participant trusts you, they will provide information that they did not share with you previously. An open ended question also shows the participant that you are interested in learning more about them.

  15. Yecenia Heath says:

    Referrals for housing and food that have not been mentioned are as follows: Davis Community Meals and Housing, City of Davis Homeless Services, Turning Point Housing Support Services, Volunteers of America, Yolo Community Care Continuum, Mercy Coalition Daily Lunch Program, St. Vincent de Paul of Davis and WIC.

    A helpful technique in interviewing to discover barriers is to ask open ended questions. You can learn a lot from a participant by asking open ended questions because they will talk about their experiences. If a participant trusts you, they will provide information that you did not know about them. An open ended question also shows the participant that you are interested in learning more about them.

  16. Tonya Jones says:

    I currently work as an Intensive Case Manager, so part of my job duties is to assist families with housing. One of the first things I do when meeting with a family that needs housing is talk to them about their support system. I am trying to access if they have family or friends, they could possibly stay with. If this is not an option, I access their eligibility to Temporary Housing Assistant (THA) or Housing Support Program (HSP). Once I determine which program the family is eligible to, I work with the family to find a hotel and ensure they can get to the hotel. If the family or Individual does not qualify for THA or HSP I would call local shelters or the coordinator for Project Room Key to see if they have room for the family or individual.
    If a family is in need of meals or food, I would refer them to our local shelter that serves dinner or a local food bank. I would also check with the family to ensure they are receiving food stamps. If the family is not receiving food stamps, I would assist them in applying.

    I believe the best techniques to use in interviews with clients are open ended questions and active listening. When I am meeting with a client, I always ask the client open ended questions and allow them to talk without interrupting. I keep my posture open and acknowledge what the client is sharing. Recently I have been working on becoming comfortable with silence when meeting with clients. I know longer attempt to fill the silence, instead I let the client fill it.

    1. Homa Afshari says:

      Tonya,
      I think you have a better understanding as an intensive case manger to assist homeless populations. Support System is a key issue for family in crisis . It gives you more time to access other programs while they stay with their family or friends.

    2. Simmion Howell says:

      I didn’t even think to start with the clients support system first. That would be the best place to start and then move on to other resources from there.
      When I start in my new position I will have to learn how to be comfortable with silence and give the client a chance to talk. Sometimes I feel like silence is awkward and instead of giving time to process, I try to feel that silence in for the other person.

  17. Jerry Perez says:

    If a customer comes in and makes and appointment with me to find work and has housing issues as well I would assist the customer in any way possible. Working in the Employment Center as I do, I would assist the customer with all their immediate employment needs such as a resume, mock job interviews, scheduling a typing test or referring them to workshop or assessment for more in depth career exploration to meet their needs. In the employment center we get everyone, Calworks, GA/homeless, Calfresh as well as the general public who need assistance and services. If the client needs housing assistance and if they were on Calworks or potentially Calworks elligible I would refer them to apply for Calworks and meet with an eligibility worker to determine if they would be eligible for the housing support program. If they were not on Calworks then I would refer them to the Yolo County Housing Authority where they could also receive section 8 information. I would also refer folks to the Yolo Food bank and local resources for free food distributions that they could receive, if they were not Calfresh eligible. Otherwise I would refer them to the local food resources anyway until they are waiting to have their Calfresh application approved. GA and homeless folks we also refer to the local homeless shelters where they may be able to sleep for the night as well as the local streets team that may help give them a day program/work that could pay them with money and food for their labor.

    1. Jerry Perez says:

      Additionally the interview techniques I use would be a mixture of closed and open ended questions to achieve the information that could best help address what the clients needs are and assist them. I try my best to put clients at ease as no one likes to answer questions. Being patient and being non judgmental is key to finding out a clients true needs. Sometimes it may take some time, but in the end the results are met and then I’d have more accurate information on how to best assist the customer with a solution to their needs.

  18. Braham Sharma says:

    (1) If a client comes to our Department asking for help to get assistance with Food, Housing, and finding a Job, Our worker provide this information to our clients and referred them to the following:

    • Yolo County Health and Human Services
    o Welfare to Work
    o One-Stop Center
    o WIOA Program
    o CalWORKs for TANF
    o Cal Fresh for food
    o Intensive Case Management and Housing Program
    o Emergency Shelter Program
    • Fourth and Hope
    o Homeless Shelter
    o Transitional Housing
    o Food Programs
    • Yolo County Food Bank
    • Yolo County Housing Authority
    o Section 8
    o Low income and Hud Housing.

    All our worker has mentions all the resources Above . And everyone doing a great job.

  19. Homa Afshari says:

    1. To whom in your local area do you refer them for this assistance?
    l would refer customers to CalWORKs Temporary Housing Assistance, Housing Support Program, homeless shelters in Yolo County, Fourth of Hope, Empower Yolo, Yolo Food Bank, and Yolo County Hosing Authority. I would encourage customers to apply for section 8 to have permanent housing.
    2. What techniques have you found especially helpful to use in an intake interview to discover barriers that a customer might be facing? Describe 1-2 techniques you use that work well for you.
    I would use active listening to understand what my clients are saying in their conversation in order to discover their barriers . I also pay attention to cues such as body language for effective communication. The other technique I would use is reflecting to mirror back the content and feeling of their messages. At the end I would summarize the main point of what the client has said to help them overcome their barriers.

  20. Braham Sharma says:

    2. The techniques that I use at in the orientation and Appraisals (OCAT) interview is the 7 ingredients; acceptance, respect, understanding, empathy, trust, warmth, and genuineness. I try to listen and use empathy-allowing to put myself in the other persons Shue to gain a deeper understanding of their situation.
    I use the helping skills too, attending, listening, reflecting, encouraging, and questioning. I like to encourage them to believe they have been heard.

  21. Brittanie Hancock says:

    1. If a client made an appointment with me to find work and they needed housing and meals, the first thing I would do is refer them to our intensive case managers (they assist with housing.) I think this is super important because for our clients to be successful in a career they need some sense of stability so they can be a reliable employee. I would also help connect them to the Yolo Food Bank, local churches who distribute food and of course make sure they’ve applied for CalFresh.
    2. I think the most helpful technique I’ve found in intake interviews is asking open ended questions. I also try to make sure my body language is engaged so the client knows I am listening and I’m truly there to help them. I try to be very empathetic and do my best to make them feel safe with me.

  22. Valarie Stapleton says:

    If a customer makes an appointment with me to find work, and needs housing and meals, I think it is important to address these barriers first. I would give them YCHA as a resource and refer them to the food distribution programs. I would also ensure that they apply for our intensive housing program, connect them with CWES, and CalFresh. It is important to conclude why and how a client gets in this situation. In order to effectively find employment, I think the basic needs are important to meet first.
    When a client first walks into the building and is searching for assistance, it is important to listen and communicate with them. They can be discouraged and frustrated with their situation. Providing empathy, understanding, and solutions can often allow the customer(s) to feel more comfortable in their current situation.

    1. Carlos Villarreal says:

      I agree with addressing barriers first. It’s an important first step in assisting someone. Helping them through the process and continued follow up help strengthen the relationship and help the participant to continue to move forward.

  23. Carlos Villarreal says:

    If some one is looking for work I would start them in our Employment Center. Here they can begin to see what type of work is out there and what skills and education maybe required. In addition they can get assistance setting up an email, which will be important to apply for job. Get guidance on applying and how to navigate the new digital world. They can be directed to WorkShops to help identify their skill sets, how to apply, interview and create a resume. Here they can start to build confidence as they begin to apply for work.
    For food and housing we can start by getting the set up to apply for CalFresh (Food Stamps). Let them know about emergency CalFresh. Direct them to the Food Closet for additional immediately need for food. Also set them of with a list of food providers and when and where to get additional previsions. Can review to see if the should apply for GA or CalWORKs to get them in the right direction. Housing resource would depend on if they are a single adult or a family. Family would be direct to the shelter for immediate need and review by the housing program to other housing assistances. Single individuals would be direct to the shelter and referred to other programs to assist with any available shelter needs.

    To discover barriers I would use the listen and reflect. Nothing goes further then being heard and understood. By share in the participants experience they are more will t open up and let you know where they’ve been. In doing so you can assess where they are at and in what way you can assist them. This helps build a relationship that benefit both and get them where they want to be in a manageable time frame.

  24. Simmion Howell says:

    1. To whom in your local area do you refer them for this assistance?

    If a client comes into the office and isn’t already linked to Cal-fresh I would assist the client with applying for Cal-fresh first. Then I would refer the client to Yolo County food bank which can provide some food while client is waiting for the Cal-fresh application to be processed. If more food is needed churches are always a great resource. A lot of people forget about churches however they are willing and able to help when the need arises.

    Project Room Key is something I would use to help with housing for the time being. If Project Room Key is full (or no longer operating) I would refer the client to one of the local shelters. I know that Project Room Key and the shelters are just a quick fix, I would also assist the client with filling out applications to be added to some of the housing waitlists as well as the voucher program, if that waitlist is open.

    2. What techniques have you found especially helpful to use in an intake interview to discover barriers that a customer might be facing? Describe 1-2 techniques you use that work well for you.

    I would use active listening ,reflecting and showing empathy. I believe that all of these techniques will be helpful with discovering barriers that the client is facing. By doing these techniques, client will feel like they are being heard and will hopefully open up and provide me with more information so that I can help. Other referrals may need to be made based on the information they provide to me.

  25. Ana Polanco says:

    1. If I have a client that is in need of food resource and is not receiving cal-fresh, I would help them apply for benefits and connect them to Yolo Food bank for immediate support. If the client is elderly, I would also refer them to meals on wheels. As for a housing resource I could provide them with the information of the local shelter and assist in applying for housing waitlist/voucher program through YCHA.

    2. When interviewing clients I use a combination of motivational interviewing and helping skills. I always had reservations with close-ended questions, but with my current job and this course, I have came to realize they can also be helpful. I think it is important to show the clients that we are listening and understand that their are the experts of their own lives. By doing so, you establish trust and are able to engage client and assess his current needs.

  26. Pola Chandler says:

    As the case manager for the Housing Allocation program, we deal with homelessness and food insecurities very often. The majority of our families are referred by our case managers and community partners. I screen the participants by asking several questions, what led them to being homeless, do they have a safe place to stay, what agencies are they currently working with? Often, they share more about themselves when questions are asked. Our program model is housing first, and work on barriers/goals next. Referral are made throughout the whole process as situations change, and family dynamics change.

    For me it’s always about the approach and how you deliver the message. The best technique that I find helpful is using the RASA listening Tool, RECEIVE (receive, listening to understand, not to respond) APPRECIATE (acknowledge you are listening by giving a signal, yes, okay!)
    SUMMERIZE (summarize what you heard in the communication using words you heard them say, ASK-ask questions afterword’s.)

    1. Erica Herrera says:

      I was not familiar with the RASA technique but I really like it. It helps remind us that listening is an active process that requires engagement and actively investing in the communication process.

  27. Erica Herrera says:

    For Housing asssistance, I would refer to HHSA-CW Temporary Housing Assistant (THA) or Housing Support Program (HSP) if eligible, Yolo Housing Authority, 4th and Hope, Project Room Key, YCCC, Empower Yolo, the Yolo County Children’s Alliance, and/or STEAC. For Food assistance, I would refer to HHSA-CalFresh, Yolo Food Bank, WIC, Local churches and Food Distributions. Lastly, for Employment assistance, I would be available to assist within our Employment Center by offering the following services: setting up an email, job search navigation or accesing job leads, creating or updating a resume, administer a job interview (1-on-1 or panel), administer a typing test, refer to the Career Workshop or Assessment, refer to the WIOA Training program and inform them of recruitments taking place on-site or externally, including job fair information.

    Some techniques that I feel have worked are open-ended questions and active listening/empathy. I do not interrupt the client, abstain from judgment or condemnation. When speaking or replying for clarification, I confirm that I was listening carefully and understand the client’s feelings. I feel this helps discover the true interest of the client, will help build rapport and establish a trusting relationship.

    1. Lourdes Vidales says:

      Yes Erica, I forgot about WIC, a great source for woman who are expecting and or have children under the age of five.
      And for housing you have a couple I don’t recall hearing about and a few I missed. Good to know them all.
      Time for me to refresh the resources we have out in our community.

  28. Lourdes Vidales says:

    1. To whom in your local area do you refer them for this assistance?
    I refer the client to wherever it is they will get the assistance they need. For food we have local food banks, churches, food distributions, and businesses that give food as well as make sure that client applies for Cal Fresh if they have not yet received or applied for it. We also have 211 they can call for resources and depending what town in Yolo County you live in there is a certain word you text to the # 888777 and it will automatically reply with a place, day, and time you can go to get food. If they are homeless and or on the edge of being so I would refer them to the homeless shelter, Forth and Hope and or to the intensive case team/ CalWORKs if they qualify so that they can get assistance through this program. and depending if there are other programs at the time giving assistance I would refer to them also.

    2. What techniques have you found especially helpful to use in an intake interview to discover barriers that a customer might be facing? Describe 1-2 techniques you use that work well for you.
    I use open ended questions to get the most information I can so that I am more enlightened to the situation they are in or facing at the time. I make sure they feel safe and heard by actively listening and confirming what they say by repeating some of the more important information they give, as well showing empathy and respecting them. This I feel will make them trust you and be more open as well as give you the most information we may need to be able to better assist them.

  29. Shanike Roland says:

    1. I would refer our client to Yolo County Housing Authority for affordable housing resources and to Yolo Food bank and local churces in the area for food.

    2. I use listening techniques and allow the client to explain what they are experiencing and want assistance with. Sometimes people just want a listening ear and don’t want interference unless they ask for help. I actively listen and respond after they are finished, I always repeat what they said and ask if it is okay if I provide feed back or possible solutions. I ensure that the client is being heard and that they are feeling comfortable and safe in the environment I create while they are there.

  30. Jared Moore says:

    1. As an intensive case manager who works almost exclusively with homeless clients. I utilize various resources such as Davis community meals, Friends of the mission, Yolo County Housing authority, and a wide variety of landlords that I have had the privilege to meet and work with. When it comes to clients needing resources for food, I use a variety of resources. First I explore their food stamp issuances. If additionally resources are needed I use communicate with YCCA, Yolo Food Bank, Woodland food closet, Davis Crisis Nursery and the City of West Sacramento. I also have created relationships with local churches who occasionally have small food drives and supply giveaways.
    2. Techniques I have used to discuss barriers with client varies from client to client. For example; a tactic I use is to introduce myself, my role, and what I do first then allow them to explain themselves. I use open ended questions and while the client is explaining I can ask follow up questions. I always to my best to reassure clients that what the share is confidential and there is absolutely no judgment. Additionally, i explain that transparency is the best policy and that open dialogue is always encouraged. Lastly, I create a housing/stability plain collaboratively with them. I do not believe that creating the plan for them is best for them, rather working together and making recommendations I feel sets them up better for long term success and stability

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