A system-wide philosophy and practice of No Wrong Door and Warm Hand-off was embraced by the CYSN membership with the signing of the 2013/14 and 2014/15 membership agreements in which they agreed to have staff trained in the implementation of No Wrong Door and Warm Hand-off within their organizations.
A No Wrong Door approach to service information and referral, often referred to as Every Door is the Right Door, means that “staff of community organizations are able to connect individuals and/or families with the appropriate service(s) in a manner that is streamlined, effective and seamless from the individual’s and/or family’s perspective, even if that service(s) is not offered by their organization or within their sector.”
A Warm Hand-off approach to service information and referral simply means “good customer service”; i.e., taking those extra steps, when necessary, to ensure that clients get connected to the service provider who can provide what they want and need.
Combined, these two approaches support such identified community needs as early identification and intervention, and transition-aged youth as processes become more family-focused, collaborative and integrated across the service system.
To the left is the service system pathway developed by the CYSN during its 2011/12 Community Action Research Project (CARP) which shows all sectors working together towards respectful, family-centred service. At that time, the CYSN assumed responsibility for providing its members with ongoing education and information about community services and supports.
Thirty-six facilitators were trained in No Wrong Door and Warm Hand-off in 2013 and 2014, and since then, over 500 service providers across Hastings-Prince Edward have received training. Power trainers continue to facilitate sessions within their own organizations. It was identified by the membership that in-house training would be the most practical and effective way to reach the largest number of service providers.
Moving ahead, in order to promote and maintain No Wrong Door and Warm Hand-off approaches to information and referral across the Hastings-Prince Edward service system, CYSN members and community partners need to know that:
- No Wrong Door train-the-power-trainer sessions are not scheduled at this time. However, member organizations who wish staff to be trained as power trainers are invited to contact me.
- An electronic version of the No Wrong Door Service Referral Guide by Function is being finalized by the Service Pathway / Community Engagement Committee and will be available to all on the CYSN website shortly.
- The Communication Team will be including a No Wrong Door resource section in its re-design of the CYSN website in order to provide service providers with easier access to service information.
Please don’t hesitate to contact me with any questions about No Wrong Door training and resources.