Module 1: Why Refer? NOTE TO TRAINER: The STAR Model slides are for a brief introduction to this referral model, in the WHY Module “Separating Personal Views from Professional Responsibility” activity, Step 3. Provide Referrals Curriculum 11

Module 1: Introduction . . . . . . . . . . . Creating a Brave Space What is a Brave Space? What ground rules does the group want? Don’t forget to use the Parking Lot! . . . . . . . . . . . www.provideaccess.org Provide Referrals Curriculum 12

Module 1: Objectives . . . . . . . . . . . www.provideaccess.org In Module 1, our objectives is to train frontline providers to effectively: Learn a simple model for effective referral-making Recognize the emotional importance of honoring clients’ right to make their own decisions Explain the professional responsibility to honor clients’ decisions and privacy Recognize how feelings and attitudes might conflict with providing care Identify referral behaviors that respect clients’ confidentiality and right to make their own decisions Increase the sense of comfort and professional pride about referring even when the provider feels personally ambivalent . . . . . . . . . . . www.provideaccess.org Provide Referrals Curriculum 13

Module 1: Recalling our own experiences as clients or patients The situation (What happened?); The feelings it caused; How you handled the situation (What you did?); The underlying principles or values that guided how you handled it. www.provideaccess.org Provide Referrals Curriculum 14

. . . . . . . . . . . Module 1: The STAR Model for Effective Referrals SUPPORTIVE THOROUGH ACTIVE REFERRAL-QUALITY Be a STAR . . . . . . . . . . . www.provideaccess.org Provide Referrals Curriculum 15

. . . . . . . . . . . Module 1: The STAR Model for Effective Referrals SUPPORTIVE “I know my role in the face of my client’s/patient’s need.” “Supporting my client’s decision is the best way I can do my job helping her.” THOROUGH   ACTIVE    REFERRAL-QUALITY Be a STAR . . . . . . . . . . . www.provideaccess.org Provide Referrals Curriculum 16

. . . . . . . . . . . Module 1: The STAR Model for Effective Referrals SUPPORTIVE “I know my role in the face of my client’s/patient’s need.” “Supporting my client’s decision is the best way I can do my job helping her.” THOROUGH   “I have the correct information about the service she needs.” “I am knowledgeable about the care she is seeking.” ACTIVE    REFERRAL-QUALITY Be a STAR . . . . . . . . . . . www.provideaccess.org Provide Referrals Curriculum 17

. . . . . . . . . . . Module 1: The STAR Model for Effective Referrals SUPPORTIVE “I know my role in the face of my client’s/patient’s need.” “Supporting my client’s decision is the best way I can do my job helping her.” THOROUGH   “I have the correct information about the service she needs.” “I am knowledgeable about the care she is seeking.” ACTIVE    “I actively help my client/patient locate and schedule the care she needs.” “I actively assess her needs for, and help connect her to, supportive services such as childcare or transportation—to help her to utilize the referral she is seeking.” REFERRAL-QUALITY Be a STAR . . . . . . . . . . . www.provideaccess.org Provide Referrals Curriculum 18

. . . . . . . . . . . Module 1: The STAR Model for Effective Referrals SUPPORTIVE “I know my role in the face of my client’s/patient’s need.” “Supporting my client’s decision is the best way I can do my job helping her.” THOROUGH   “I have the correct information about the service she needs.” “I am knowledgeable about the care she is seeking.” ACTIVE    “I actively help my client/patient locate and schedule the care she needs.” “I actively assess her needs for, and help connect her to, supportive services such as childcare or transportation—to help her to utilize the referral she is seeking.” REFERRAL-QUALITY “I follow up, asking about her experience accessing this provider and if there is anything else she needs.” “I use her experience to better help the next client or patient seeking a referral.” Be a STAR . . . . . . . . . . . www.provideaccess.org Provide Referrals Curriculum 19

The STAR Model for Effective Referrals Module 1: The STAR Model for Effective Referrals SUPPORTIVE THOROUGH ACTIVE REFERRAL-QUALITY Be a STAR www.provideaccess.org Provide Referrals Curriculum 20

Module 1 Making a referral involves honoring the client’s right to: Autonomy Confidentiality Informed Consent NOTE TO TRAINER: You may use this slide for the Wrap-up, Step 1 in the WHY module. The explanations are below. AUTONOMY: moral independence; self-directing freedom CONFIDENTIALITY: Ensuring that, at all times, information about a client or her situation is accessible only to those authorized to have access. Knowing that confidentiality practices are in place allows a client to feel secure and that they can trust that the provider will protect their privacy. INFORMED CONSENT: While generally applied to ensure understanding of risks, benefits, and alternatives to medical procedures, informed consent has implications for referrals as well: Specifically, a client should not be subjected to unwanted advice or information that she has not requested. www.provideaccess.org Provide Referrals Curriculum 21

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