1. The document provides an overview of conducting needs assessments for settlement services, outlining key aspects like actively listening, asking effective questions, and making appropriate referrals. 2. It emphasizes developing rapport, understanding the client's needs and limitations, and focusing on an outcome that satisfies the client. 3. Examples of effective communication techniques are presented, like reflecting feelings, summarizing to confirm understanding, and closing on a positive note.

1. Welcome to the OCASI Conference! The Heart of the Matter – Conducting a Needs Assessment Faed Hendry Manager – Training and Outreach Findhelp Information Services – 211 Toronto 416-392-4544 [email_address]

11. Anatomy of an Inquiry Identify Line Greeting Preparation Listen Gather Information Provide Information and Referral Summarize and Confirm Understanding Close Wrap Up

41. Moments of Truth – A Telephone Call The person cut me off as I was explaining my problem. The person transferred me to the wrong place. The person listened to me. The person asked questions to get more information. The person will listen and respond to me in a way that lets me know s/he understands my problem. I had to call more than once to get through. I had to call two other places before I finally got what I wanted. The person who answered was able to help me . The person who answered transferred me to the right person to help me. I will have to call only once. I was put on hold for 20 minutes. I wondered if I’d been disconnected. My call was answered within 3 rings. My call will be answered within a reasonable timeframe. Experience Detractor Experience Enhancer Service Expectation