Written by:
Rae Roebuck and Judy Coultes-MacLeod
First Leadership Limited

PART 2: TOOLS & RESOURCES

TOOLS

Tool 3: Tips for Dealing with Agencies and Professionals

Tool 3a: Contact Information

Name of Organization: Date Contacted: Name & Position of Person You Spoke with: Purpose of the Contact: Type of Organization & Services Offered: Address: Phone Number/ Fax Number: Website Address: Child's name left for referral of service for this agency: Information for contacting another individual or organization: Follow-up conversation requested and proposed date of follow-up: Comments or other important information:

Tool 3b: Tips When Meeting with Agencies or Professionals

• Make an appointment to discuss issues. Don't try to have a "conference" with the teacher, for instance, while picking up your child.
• Before the meeting, jot down what you want to accomplish, what questions you have, what you want for your child.
• If you feel apprehensive or uncertain about a meeting, take a friend or peer advocate along with you.
• When you talk with a professional take notes. It is easy to forget important information. Or take someone with you who will take notes for you.
• Expect, and ask for, written reports of important information, such as a summary of decisions made at a meeting, progress of your child, etc. Keep all reports and information in a file (notebook) for future reference.
• Be prepared to give concrete, useful information about your child rather than vague generalities. Describe what your child can or can not do. It helps to jot down things you think are important. It's easy to forget, so get in the habit of keeping records.
• Be assertive, rather than passive or aggressive. Express your needs clearly and directly; state what you believe your child needs, stick to the facts, avoid accusations and finger-pointing. Use expressions like, "I feel," "I believe," rather than "you always" or "if only you would."
• If you do not understand what is being said or do not understand some of the terms being used, ASK to have them clearly explained. Keep asking until you understand.
• When a problem arises, concentrate on a problem-solving approach. Avoid blaming and excuse making. Approach the problem, not the personality of the person. Don't accept excuses, but try to get a plan developed which will solve the problem.

• Always have a pen and paper with you before calling an agency. It is a good idea to keep information in one place such as a notebook.
• State who you are and where you live.
• State the reason you are calling:
  • I'm calling for information about ...
  • I would like to make an appointment for ...
  • I was told to call your office by (give the person's name) from (agency).
  • I am returning (name)'s call for (reason)...
• Ask if there is a specific person within that agency that you should speak to. Write down that person's name and phone number so that you may contact them directly. This way you will be sure you are talking to the right person and, hopefully, you will not have to repeat your whole story! Then contact them directly.
• Be prepared to describe what you or your child needs and what services you think the agency can provide. Ask if the agency has pamphlets or booklets that describe the services of the agency. Any written information is useful. The person helping you may need income or insurance information, names of pediatricians, health clinics, or case managers, social insurance numbers, etc. Have this information (your notebook) in front of you.
• Take brief notes of your conversation so that you may ask questions. Be assertive and polite. If you do not understand what is being said, repeat what you do understand and ask the person to clear up any misunderstandings, or if needed, ask the agency for employees who are bi-lingual /cultural and ask to speak with them.
• Follow-up
  • Find out if and when you need to call back.
  • Let staff know times that are best for them to reach you.
  • Write down any appointments or office visits that you need to make.
  • Double check the address and business hours of the agency.
  • Find out what papers, documents or other information you will need before you contact the agency again.
  • If the agency is sending information to you, ask when you should expect to receive it.
    

Tool 3d: Telephone Interview Guides

When you are starting your cold calling and search for service providers, start with access agencies that can refer you to other organizations.

Sample Telephone Script for a parent's conversation with an access agency:

"Hello, this is _____________________. I am a parent of a youth who is
_______________ (for example, exploring career options, or interested
in a program). I am looking for information to help in planning for my
(son's or daughter's) future.

I found your organization through _____________________________ (for
example, another agency, another parent, a publication) and I am
interested in learning more about what services you provide (or what your
organization does). Please tell me about your agency/organization.

Could you tell me who in your organization I should talk to for more
information?

Do you have a website or any written materials describing your agency (or
organization) that you could direct me to?

If you have written materials, could you please send them to me
_______________________ (your name) at ___________________
(your address).

Who do you serve?

What services do you offer?

How does one get involved with your agency/organization?

Are there special eligibility or admission requirements?

How does one apply?

Are there costs involved in participating in your agency's or organization's programs?

If so, how much are they?

My child is ___________(their age) but I am trying to get organized early for their transition to the adult life. Do you offer any short term supports to help us understand the system better or help us begin our transition planning process?

Is there a case coordinator that could be assigned to us to help?

Do you know of any transition planning agencies that could provide us with this support?

Do you have any ideas about how your agency or organization might help meet a need such as: (Describe a specific problem or need that you might have, for example: youth has a developmental disability and needs assistance changing buses; teen parent with a learning disability needs child care so that she can go to work after school; and so forth.)

Could you refer me to some other people, agencies, or organizations that might offer some services to meet this need?

Do you have a newsletter for parents?

Are there parent groups at this agency or another agency that I can join?

Can you put me in touch with another family that has recently gone through transition planning that could share their experiences with me (a mentorship)?

Thank you for speaking with me today. This information is very helpful in planning my (son's or daughter's) future as a member of our community.

Sample Telephone Script for a parent's conversation about community programming (for example - through Parks and Recreation):

Thank you for speaking with me today. This information is very helpful in enabling my (son or daughter) to participate as a member of the community."

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