Ministry of Training, Colleges and Universities Requirements
The LBS Service Provider Guidelines (www.tcu.gov.on.ca/eng/eopg/publications/2013-2014_lbs_sd_guidelines.pdf) contain two sections that deal with Information and Referral. The first of these, section 1.4, Employment Ontario (EO) lnformation and Referral Network and Services, states that:
“All EO service providers must provide Ontarians with information on and referrals to all employment and training programs and services, whether or not the service provider is contracted to deliver that program or service.
Each LBS service provider must:
- have a process in place to identify each client’s information and referral needs in an efficient and effective way,
- make information accessible to the client, for example, in print, over the phone and/or electronically, about all EO Services,
- ensure clients receive accurate and current information on the EO services relevant to their needs,
- help clients understand their program and service options from across the EO network,
- match clients with the service and provider that best meet their needs in the fewest possible steps, taking into account culturally appropriate delivery, even if this means referring them to another provider when the referring provider also delivers the service,
- continually improve their information and referral service based on client feedback,
- ensure their contact information and service descriptions are accurate and up to date on the web, social media and in any print materials they provide to customers or other EO service providers.”
The second section, 3.4, Information and Referral, puts less emphasis on the Employment Ontario relationships and provides more details for some of the points in the first section.
“LBS service providers must:
- promote the LBS Program within the community as part of an integrated system of literacy service provision within Employment Ontario and with related programs and services provided by other ministries and other levels of government,
- evaluate the effectiveness of the outreach strategy and activities and revise accordingly,
- coordinate and integrate services to provide learners with supported access to other services that help learners achieve their goals,
- ensure that the LBS service provider’s information and referral services build on the results of the literacy services planning and coordination process and are complementary to other resources in the community,
- implement a systematic approach to tracking, reporting, and analyzing information and referral activity and follow-up.”
On review of these two sections, we can summarize the I & R service in the following four topics:
- client and learner needs determination
- service coordination, integration (with other LBS service providers, within EO, and within the community) and information gathering (on LBS programs, other EO programs and other community and government services which can support clients and learners to reach their goals)
- outreach and communications
- recording, tracking and evaluating Information and Referral (for each of the above)
We will deal with each of these topics, separately, in the following sections of this module.