First Advisor

Gerald Frey

Date of Publication


Document Type


Degree Name

Master of Social Work (MSW)


Social Work




Information services -- Handbooks, manuals, etc; Old age assistance



Physical Description

69 Pages


This manual is written as a self-training guide on the elements of Information and Referral (I and R) service and on the process of providing I and R to the older population. The manual attempts to build a useful framework for methods of providing I and R service. The manual is directed at workers who are providing I and R services to the elderly. It is intended to serve as an orientation guide on the basic elements of I and R service and as a "how to" guide for methods and techniques of service provision. The new worker should find the manual helpful as a basic training tool and the experienced worker who may wish to use the material to assess or strengthen his/her current practices. Information and Referral services for the elderly were given high priority in the 1973 amendments to the Older Americans Act which established a goal of providing "reasonably convenient access" to I and R services for all older persons in this country. Numerous organizations are involved in providing this service, ranging from small senior centers to large public bureaucracies. With this assortment of organizations, there are differences in interpretations and methods of providing I and R service. land R is provided over the telephone, in office settings and through outreach efforts. This manual was written in an attempt to pull together basic information on the elements and dimensions of

I and R service provision, that would be useful for all I and R workers securing services for the elderly. The manual is organized in three self-contained chapters which can be used separately for the specific topic areas or together as a comprehensive training guide. Each chapter is followed by exercises which enable the worker to practice specific techniques and to apply information obtained in the text to his/her work situation. Chapter I serves as an overview and should furnish the worker with a historical perspective and an understanding of the basic elements of I and R service. Chapter II focuses on the process of I and R service provision and the interaction between the worker and the consumer. Chapter III presents techniques and guidelines for providing I and R service. An appendix of suggested readings is also included. The manual is most profitably used when followed by discussion with a supervisor or co-worker.


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A practicum submitted in partial fulfillment of the requirements for the degree of Master of Social Work, Portland State University, 1976.

Persistent Identifier

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Social Work Commons