This webinar addresses person-centered approaches in Information & Referral/Assistance (I&R/A) practice, focusing on how specialists can center conversations on what truly matters to the people they serve. The webinar explored the foundations of person-centered thinking, counseling, and practice; examined how these approaches differ from eligibility-driven models; and identified practical skills such as active listening and strengths-based thinking that support person-focused engagement. Through the webinar, practice identifying what is important to and important for individuals and learn how to apply these concepts across consumer access systems to support dignity, choice, and meaningful community living.

This webinar was held on February 17, 2026

IQ Category: Consumer Access to Services

This webinar highlighted insights from the national Information & Referral/Assistance (I&R/A) survey and practices across aging and disability networks. The webinar explored how I&R/A programs collaborate with partners within the I&R sector and with health and human service providers to strengthen referrals and access to services. Presenters addressed the elements that support collaboration, the roles of I&R/A programs in consumer access systems, and the impacts on service delivery for individuals seeking information, resources, and assistance.

This webinar was held December 19, 2025.

IQ Category: Consumer Access to Services

The Ruby Slipper Effect: Redefining Challenging Interactions and Empowering Callers

Some of the most challenging interactions can lead to the most powerful outcomes. This engaging session explored how to recognize and reframe difficult conversations, helping callers uncover their own strengths and build the confidence to advocate for themselves. Community resource navigation Wizard Richard Smith, CRS, CRS-AD, CRS-DC, guides participants on a journey down the yellow brick road toward empowerment, perspective, and purpose—reminding us that sometimes clients’ strengthens are already within reach.

This webinar was held on November 17, 2025.

IQ Category: Consumer Access to Services

Nationwide, grandparents, other relatives, and close family friends are raising over 2.5 million children whose parents are unable to do so for various reasons, including death, military deployment, and substance use. While research shows that both kin caregivers and the children they raise benefit from being part of kinship/grandfamilies, studies also indicate that these families are disproportionally impacted by financial instability, disability, and trauma. The well-being of each family member improves when they receive appropriate services.

Information and Referral (I&R) professionals often are the first point of contact for kin caregivers seeking assistance, but many professionals are not familiar with who kinship/grandfamilies are, their strengths and challenges, and the services available to help. This webinar orients I&R professionals to the strengths and challenges of these families, and to resources and tools they can use to assist kin caregivers.

IQ Category: Consumer Access to Services

For over a decade, the Center on Aging, Trauma, and Holocaust Survivor Care has served as the national resource on trauma and aging. This presentation explored the widespread impact of trauma across the lifespan and its unique challenges in older adulthood. Participants will learn how the person-centered, trauma-informed (PCTI) approach can enhance intake and referral services, helping to prevent retraumatization and promote trust, safety, and empowerment. Presenters introduced the PCTI Essentials For Aging Services, a training designed to support PCTI practices. PCTI Essentials is an innovative and free online course that provides practical strategies for applying the PCTI approach on the front lines.

IQ Category: Consumer Access to Services