Challenging Client Contacts

ADvancing States is pleased to announce the release of a new issue brief “Responding to Challenging Client Contacts: Practices from the Information and Referral/Assistance Field”.  Developed with support from the State Health Insurance and Assistance Program (SHIP) Technical Assistance Center, this brief includes information on policies, procedures, and other resources and support provided by Information and Referral/Assistance (I&R/A) agencies to assist specialists with challenging call situations. The brief captures responses to survey questions from the 2023 I&R/A National Survey that reflect I&R/A specialists' job responsibilities, demand for services, and agency or organization training on challenging client contacts, as well as information collected from interviews with select survey respondents. It draws on the experiences of I&R/A programs to offer approaches and practices for responding to challenging client contacts and supporting staff.

Click here to read the brief.