Information and Referral/Assistance

ADvancing States is pleased to publish findings from the Aging and Disability 2023 Information and Referral/Assistance (I&R/A) National Survey. This brief explores several dimensions of quality assurance and training, including I&R/A standards, quality assurance and improvement, outcome measures, staff training, and staff certification. The survey results demonstrate that agencies use a variety of means to ensure the quality of services provided. Quality assurance and training strengthen I&R/A service delivery and support effective services and outcomes.

A project of ADvancing States and NCIL, this report shares information on a range of issues – including services and referrals, technology and social media, partnerships and systems, quality assurance, training and certification, and sustainability – from the perspectives of I&R/A professionals in state agencies on aging and disability, Area Agencies on Aging, Centers for Independent Living, Aging and Disability Resource Centers, No Wrong Door systems, and other non-profit human service organizations.

The I&R Support Center holds a call or webinar on a monthly basis with I&R Specialists concerning topics of interest to those who work in the field of aging and disability I&R/A. Notes, PowerPoint presentations, and an audio recording from each call can be found here.

This report captures the current state of I&R/A service provision, including trends and developments, challenges and opportunities, and promising practices, through survey responses provided by representatives from state agencies on aging and disability, Area Agencies on Aging, Aging and Disability Resource Centers, Centers for Independent Living, non-profit human service organizations and national organizations.