July in Take and Assessment V

INTAKE
AND
ASSESSMENT
A GUIDE FOR
SERVICE PROVIDERS

Serial No: 031/SDD18/SEP06

Contents
Acknowledgements 2

Feedback 3

Foreword 4

I. INTRODUCTION 6

i. What Is Intake And Assessment?
ii. When Is Intake And Assessment Conducted?
iii. Who Is Involved In Intake And Assessment?
iv. Where Is Intake And Assessment Conducted?
v. How Does It Benefit The Client?

II. GUIDING PRINCIPLES OF INTAKE AND ASSESSMENT 9

III. PROCESSES OF INTAKE AND ASSESSMENT -
A FRAMEWORK 12

i. Contact
ii. Individual Profile
iii. Consultation/Decision Making
iv. Recommendations

IV. GOOD PRACTICES FOR INTAKE AND ASSESSMENT 17

V. WHAT FOLLOWS THE INTAKE AND ASSESSMENT
PROCESS? 21

i. Placement
ii. The Referral Process

VI. USEFUL LINKS AND READING MATERIALS 24

Annexes (Useful templates) 25
National Council of Social Service, 2006
1
Acknowledgements

The National Council of Social Service would like to acknowledge the
following organisations for their valuable inputs to the development of this
guide:

Ministry of Community Development, Youth and Sports
Disability Information and Referral Centre

Fei Yue Family Service Centre
Hua Mei Care Management Service
MINDS Headquarters
Society for the Physically Disabled
The Spastic Childrens Association of Singapore

2
Feedback

NCSS welcomes feedback on the contents of the guide. Please write in to:

Strategy and Specialisation Department
National Council of Social Service
170 Ghim Moh Road, #01-02 Singapore 279621

National Council of Social Service. All rights reserved. No part of this manual
may be reproduced or transmitted in any form or by any means, electronic or
mechanical, including photocopying, recording or any information storage and
retrieval system, without written permission from the National Council of Social
Service.
3
Foreword

This guide is written as part of a series of guides on good practices for
service delivery. The series of guides compliment the Best Practice Guidelines
checklist, that Voluntary Welfare Organisations (VWOs) use to self-assess their
agency practices and processes.

Purpose of Guide

2 This guide articulates:

The guiding principles for the development and delivery of quality
initial assessment and intake services;
An initial assessment model;
Baseline standards for data collection;
Protocols for information gathering and sharing;
Processes for the implementation and evaluation of the initial
assessment model; and
Follow-up processes after intake & initial assessment.

3 Organisations are expected to develop and customise their intake and
initial assessment policies and procedures using pointers from this guide. While
the model provides the framework for the assessment process, specific
implementation strategies will vary for each organisation according to internal
policies and operating procedures. The framework also recognises the varied
resources (human and financial) of each organisation. The availability of these
resources will influence the level of services provided and the type of
assessment tools that are used.

4
4 The Guide on Intake and Assessment outlines the minimum standard with
respect to practices and expectations for intake and assessment services.

Target Audience

5 VWOs that provide services in the various sectors, e.g. services for
people with disabilities, the elderly, children, youth and families, will be able to
benefit from this guide.

5
I. INTRODUCTION

What Is Intake And Assessment?

Intake and Assessment is a respectful, systematic process of gathering
personal information of either clients or clients caregivers, in order to facilitate
service providers as well as clients to make informed decisions about the needed
programme and/ or services. This process is set up to ensure that the agency is
able to provide the service/s requested or required by the client. Information
gathered will also be used to develop an individualised care plan for the client.
This is different from an information and referral (I&R) service which helps
people find out about the programmes and services in a simple way for people
to find out where they can turn and what they can do to help themselves.

2 The assessment process helps to identify and assess an individuals
current situation, issues and needs as well as to determine the most appropriate
and effective means of helping the individual. Agencys staff should provide
clients and/or clients caregiver with information about a wide range of possible
options and appropriate available programmes/services that will best meet the
needs of the client.

When Is Intake And Assessment Conducted?

3 Agencies should respond to each clients request for assistance within an
appropriate time. Clients should be assessed or appointments should be made
for intake and assessment during the first point of contact. Services should
develop their own timeline for intake and assessment that suits their
programmes. This may differ from programme to programme as client group
needs may differ. Intake and assessment activities must be completed within
6
this specified time frame and agency staff should be aware of these timelines.
However, at times, the timeline may be exceeded due to unforeseen
circumstances.

4 Services need to make provision for urgent cases (e.g. crisis intervention)
where an urgent response is required from the service. When handling these
cases, staff need to identify immediate safety needs and presenting problems
prior to a formal intake and assessment process. Staff also need to stabilize
crises and be able to offer immediate services and support to the individual.

Who Is Involved In Intake And Assessment?

5 Individual clients or clients caregiver need to be actively involved
throughout the entire intake and assessment process. Agencys staff who is
appropriately trained should conduct the intake and assessment exercise.

6 In some services, a particular worker, usually the case manager, may take
on the responsibility for providing support consistently to a client in the service.
Other staff may carry out day-to-day tasks. However, where possible, a key-
staff should carry out the assessment and intake exercise.

Where Is Intake And Assessment Conducted?

7 Agencies can be flexible in terms of where the intake and assessment
should occur. Intake and assessment should be conducted in an environment
that is safe and convenient for the client/clients caregiver. Intake and
assessment should be conducted in a non-threatening, comfortable environment
to put the client at ease and to assist with the exchange of information. If
7
possible, the agency should appoint another staff member to look after any
accompanying children or dependent during the assessment.

How Does It Benefit The Client?

8 Many facilities treat the intake and assessment appointment as a standard
clerical process or task, often ignoring clients needs. For many clients, the
intake and assessment appointment will be their first face-to-face interaction
with the facility. This time should be viewed as an opportunity to engage and
motivate the client in his or her own journey in seeking help. Too often, the
assessment appointment is a purely administrative function which can turn off
clients and lead to a premature exit from the service. Actually, intake and
assessment appointments can be viewed as a chance to help motivate clients to
engage in the service. By instituting some form of process improvement, many
organisations have been able to take advantage of this time and have increased
the number of clients remaining in service.
Summary

Intake and Assessment is a respectful, systematic process of gathering
personal information of either clients or clients caregivers in order to
facilitate service providers as well as clients to make informed
decisions about the provision of the programme and/ or services.
Services should develop their own timeline for intake and assessment
that suits their programmes.
Individual clients or clients caregiver need to be actively involved
throughout the entire intake and assessment process.
Intake and assessment should be conducted in an environment that is
safe and convenient for the client/clients caregiver.
Intake and assessment should be viewed as an opportunity to engage
and motivate the client in his or her own treatment.
8
II. GUIDING PRINCIPLES OF INTAKE & ASSESSMENT

Guiding principles are the values and belief/truth statements that guide
planning and decision-making.

Guiding Principle 1: Individually-Centred and Flexible

Individually-centred initial assessment engages the individual in a
proactive way and takes into consideration a persons unique life experiences
and circumstances. This may include discussing successes and challenges in
learning, work and personal experience.

2 Initial assessment is flexible in order to address individual and cultural
differences. There is no one best approach to assessing a client. A variety of
assessment strategies are used to identify an individuals strengths and needs, to
suggest appropriate placements, to recommend instructional strategies, and to
identify counselling needs.

Guiding Principle 2: Respectful and Confidential

3 Initial assessment is conducted in a culturally sensitive, non-threatening
manner that is respectful of the individual and that ensures confidentiality.
Effective assessment is facilitated by personnel who have the ability to collect
and interpret data in a respectful, objective and confidential manner. Personnel
also need to be aware that their own individual preferences, values and ethical
principles as these may have an influence on the way they conduct intake
assessments.

9
Guiding Principle 3: Based on Multiple Relevant Sources of Information

4 A sound assessment process utilises many relevant sources of
information. Initial assessment incorporates information from formal
assessment tools, such as norm-referenced tests
1
, and informal assessment tools,
such as intake interviews, home visits or the use of portfolios
2
. Relevant
information from previous assessments and programmes attended is also
recognised as another source of information. Other shared databases e.g. e-CMS
(electronic-case management system) can also be a source of information.

Guiding Principle 4: Holistic in Nature

5 The needs of individuals and their families are addressed holistically,
recognising the interconnected nature of issues and their solutions. The needs
and well being of the individual are considered in the context of the many
family, cultural and community relationships which nurture them.

Guiding Principle 5: Cultural and Religious Sensitivity

6 In terms of intake and assessment process, understanding of clients
culture and religious background can result in a more comprehensive picture
and understanding of the person/family and assist in the development of a
service plan that is most relevant to the perceptions and values of the client.
Where possible, agencies should use a staff of the same language, dialect or
ethnic group as the client. Agencies should also use staff of the same gender
(especially for female clients) where possible. This is especially so in cases

1
Norm-referenced tests are designed to gauge an individuals ability or understanding on a given set of
knowledge and/ or skills in comparison with his/ her cohorts.
2
Portfolio is a collection of documents and data relevant to the individual that is needed in order to provide
appropriate services to individuals.
10
where sensitivities are involved, e.g. spousal abuse. Clients/ clients caregiver
should also be given the opportunity to request for another worker if he/ she is
not comfortable with the worker assigned to him/her.

Summary

Guiding Principles for Intake and Assessment

Guiding Principle 1: Individually-Centred and Flexible
Guiding Principle 2: Respectful and Confidential
Guiding Principle 3: Based on Multiple Relevant Sources of Information
Guiding Principle 4: Holistic in Nature
Guiding Principle 5: Cultural and Religious Sensitivity

11
III. PROCESSES OF INTAKE & ASSESSMENT A FRAMEWORK
1. Contact
Individual seeks
/referred to service.
Case file is
opened.
Information
gathering begins.
2. Individual
Profile
Information from
formal and
informal sources is
collected and
organised.

4. Recommendation/
Referral/ Placements
Staff refers individual
to a programme.
Individual carries out
the action plan.
Support and follow-up
may be needed.
3. Consultation/ Decision
Making (Involve the case
manager, client and caregiver)
Analyse data, reviews options.
Individual makes a decision.
Develops an action plan.
Guiding Principles for
Initial Assessment
Individually-centred and
flexible.
Respectful and confidential.
Based on many relevant
resources.
Holistic in nature.
Culturally & Religion
sensitive.

Adapted from: Saskatchewan Learning, Intake and Assessment Framework for
Basic Education and Related Programs for Adults, Mar 2003, Learning for Life!
pp 11.
12

1. Contact

The first contact with client/ clients caregiver provides an opportunity for
the agency worker to introduce the services that the agency is able to provide.
Once the client has contacted the agency or a referral has been made for the
client to approach the agency, a case file should be opened and the process of
collecting the appropriate information needed to assist the client begins.

2 Information may be collected and summarised into the following
categories. Please note that these categories are not exhaustive, and may be
expanded or customised, depending on the services provided:

i. Personal Information
ii. Genogram/Family Tree
iii. Presenting Issue
iv. Financial Status
v. Employment History
vi. Education History
vii. Medical History
viii. Skills (including living skills such as budgeting and social skills)
ix. Challenges and Accommodation (e.g. special needs)
x. Action Taken (indicating services received or receiving)

2. Individual Profile

3 Individual Profile is a collection of documents that provides information
on the client as well as any information which may be of use to the decision
making process.
13

4 Individual Profiles are developed and retained by the agency providing
the service and may be expanded by the agency as the individual progresses.
When collecting data, agencies must use consistent and secure storage and
collection methods. This will ensure individual confidentiality and will
facilitate a request for information sharing in the future.

5 When clients transfer to another agency, specific information from these
profiles can be shared to avoid unnecessary information gathering and
assessment by the organization. However, there may be instances where the
sharing of information may be inappropriate, due to sensitive issues or the
confidential nature of the information.

6 The information contained within the Individual Profile may be shared
with other agencies under the following conditions:

i. The client/ clients caregiver understands what specific information
is being shared/ released.
ii. The client/ clients caregiver understands the purpose of the release
of information and how that information will be used.
iii. A release of information document has been signed by the
individual granting permission to share a specific piece of
information; and
iv. The information is being sent to an agency that is responsible to
ensure that the information is used by staff who have the
appropriate credentials to understand and interpret the data being
shared.

14
7 However, there are exceptions where it is not possible or appropriate to
obtain consent from a client before involving another agency. For example, if a
child is being abused, if the client is at risk of self-harm or harming another
person or if the client is not fully conscious. In situations like these, the agency
has a duty of care to involve another agency, with or without the clients
permission.

8 As soon as possible after the action has been taken, explain to the client
the reasons why actions have been taken (unless it is considered that this may
place others at risk, e.g. clients children).

3. Consultation/Decision Making

9 The client/ clients caregiver needs to be actively involved throughout the
entire initial intake and assessment process. Staff should provide clients/
clients caregiver with information on a wide range of possible options and
appropriate programmes/ services that will best meet their needs.

10 The consultation process must involve at a minimum, one in-person
meeting to discuss the options available to the client. Some clients may require
additional assistance and, as a result, may be asked to participate in several
subsequent interviews. Staff may also conduct additional research or participate
in further assessment before options are chosen and an action plan is developed.

4. Recommendations

11 Initial assessment ends when a recommendation or referral to a
programme, service or agency has taken place. Once recommendations or
referral have been made, clients will continue to require support and follow-up
15
services to implement their actions plans
3
. There may be a waiting period
between the time a recommendation/ referral is made and the actual start date of
the programme or service. Therefore, the agencys staff should assist the
individual to develop some intermediate steps or actions while waiting for a
programme to begin. Each agency must be prepared to provide flexible,
appropriate support services to address the needs of the individual and should
identify a contact person to provide these services. A suggested workflow
(Annex 3) for intake and assessment is attached to this guide for reference.

Summary

A framework for an intake and assessment process consists of:

Contact
Individual profile
Consultation and decision making
Recommendations Referrals/ Placement

3
Please refer to the Guide on Care and Discharge Planning (to be published).
16
IV. GOOD PRACTICES FOR INTAKE AND ASSESSMENT

To assist the intake and assessment process, agencies should develop an
entry and screening process
4
that should consist of the following:

i. Definition of the programmes target group and service (include
eligibility criteria and clarity of service parameters);
ii. Clients information that is required to facilitate the process (e.g.
household income profile for means test);
iii. Intake and assessment tools;
iv. Information on the service provided by the agency/programme;
v. Written policy and procedures; and
vi. Steps to take if agency is unable to provide appropriate services.

Definition Of Programmes Target Group And Service

2 Agencies need to be very clear about who their target groups are. They
also need to be clear of the criteria for admission and the services that the
agency can provide. If agencies are unclear, it may lead to a lack of consistency
and confusion to clients. Hence, it is recommended that agencies have written
criteria, which is made available to both staff and clients.

Clients Information That Is Required To Facilitate The Process

3 The agency should decide on the kind of information that is to be
collected about the client and their situation before the worker can assess if the
agencys service will be of assistance to clients. It is advisable to avoid

4
Refer to the programmes service model, if available.
17
collecting more information than necessary. The information collected may also
be useful to assist services to assess areas of unmet needs.

4 The agency should ensure that information collected is stored and
managed in a professional manner, maintaining confidentiality. The agency
should also make use of readily available information when possible (e.g.
referral form) in order to minimize any duplication in the information solicited
from the client or clients caregiver.

5 The needs of clients should be respected by the agency throughout the
intake and assessment process. Clients should be made aware of the
organizations overall protocol regarding confidentiality, data collection and
information sharing.

Intake And Assessment Tools

6 The agency may design an intake and admission form which agency
workers can make use of to collect detailed information regarding a clients
circumstances before assessing if the service is able to accommodate the client.
Agencies can use the eCMS
5
(electronic Case Management Service) as a tool
for their intake and assessment.

7 Alternatively, services may use an assessment form for recording basic
client details and use an assessment checklist as a prompt for areas to be
discussed with the clients. When using a checklist, assessment information is
written down in the case notes. This provides a more flexible and less
prescriptive assessment tool that can be used with a broad range of clients. (See
Annexes 1 and 2).

5
eCMS is accessible via http://www.ncss.org.sg/evwo/ewomain.asp
18

8 A Turnaway Book or an Unmet Needs form may be used to record
information about people you were unable to assist. This information will be
valuable for identifying gaps in services, and for service planning and
evaluation.

Information On The Service Provided By The Agency/Programme

9 Consistent information needs to be given to all clients and potential
clients. One way of doing this is to develop a Service Information
Brochure/booklet that includes basic information about the service provided and
how to access them, including details of any costs and eligibility criteria. If
necessary, the information may be conveyed to the client verbally in a language
that the client understands.

Written Policy And Procedures

10 The intake and assessment processes developed are put into practice
through the development of written policy and procedures and through staff
training in these procedures.

11 There should be written policies and procedures including, but is not
limited to the following:

i. Admission criteria
ii. Intake and Assessment procedures
iii. Documents to be completed and retained
iv. Procedures to follow when a client cannot be assisted
v. Information to be provided to clients.
19

12 Clients/ clients caregiver should be provided with verbal and written
information on the admission procedures and any other information which they
need or wish to have, in forms appropriate for their understanding.

Steps To Take If Agency Is Unable To Provide Appropriate Services

13 If the agency is unable to provide the service requested, the client should
be informed of it as soon as possible. The agency should explain why they are
unable to assist and refer the client to another agency that will be able to assist
the client.

14 If the client/clients caregiver declines the service, the agency should
provide the client with information of other services that will be of assistance to
them as well.

Summary

To assist the Intake and Assessment process, agencies should develop an entry
and screening process that should consist of the following:

Definition of the programmes target group and service.
Clients information that is required to facilitate the process.
Intake and assessment tools.
Information on the service provided by the agency/programme.
Written policy and procedures.
Steps to take if agency is unable to provide appropriate services.

20
V. WHAT FOLLOWS THE INTAKE & ASSESSMENT PROCESS?

Placement

Once the client has been assessed and is suitable to be part of the
programme, the client should be enrolled in the programme/centre as soon as
possible. Clients should then be briefed about the programme/centre. Clients
should also be able to opt out of the programme if he/she finds that the
programme does not suit his/ her needs after being on the programme after a
period of time.

2 A care plan should be developed for the client once the client has been
enrolled in the organisations programme
6
.

The Referral Process

3 Making a referral is an active process, which ensures that the client has
been accepted for assessment by another agency/ programme and is willing to
be a client of that service. Referring a client to another service involves more
than just giving a phone number to the client. Making a referral involves the
following tasks:

i. Giving the client information about the referred service and the
service provided;
ii. Gaining the clients consent to be referred to the service and for
information to be passed on to the other service if necessary;
iii. Checking with the other service that they are able to provide the
service/s for which the client is being referred;

6
Please refer to the Guide on Care and Discharge Planning (to be published).
21
iv. Providing the service with the necessary information about the
client that they need, in order to assess whether they will be able to
assist;
v. Making sure that the client is given an appointment with the
service;
vi. If necessary, accompany the client to the service; and
vii. Where relevant, following up to make sure that the agency has
been able to assist.
Summary
Once the client has been assessed and is suitable to be part of the
programme, the client should be enrolled in the programme/centre as
soon as possible.
A Care Plan should be developed for the client once the client has been
enrolled in the organisations programme.
Making a referral is an active process, which ensures that the client has
been accepted by another agency/ programme and is willing to be a
client of that service. Use of the electronic case management system
(eCMS) will facilitate the referral process and minimise loss of client
data.
22
References

1. Saskatchewan Learning (March 2003), Intake and Assessment Framework
for Basic Education and Related Programs for Adults
http://www.sasked.gov.sk.ca/branches/programs/pdf/pub_be_intake_assessm
ent.pdf

2. Don Holloway (March 2005), Intake & Assessment
http://cnx.rice.edu/content/m12695/latest/

3. Arizona Department of Health (May 2004), Provider Manual
http://www.azdhs.gov/bhs/provider/provider_main.htm

4. Department of Human Services, State Government of Victoria, Australia,
Case Management Resource Kit for SAAP Services
http://hnp.dhs.vic.gov.au/wps/portal

23
Useful Links and Reading Materials

http://www.mcys.gov.sg/MCDSFiles/Resource/Materials/Standards_Protecti
on_Children.pdf

http://www.ncss.org.sg/evwo/ewomain.asp

http://www.sasked.gov.sk.ca/branches/programs/pdf/pub_be_intake_assessm
ent.pdf

http://www.unodc.org/pdf/india/ncdap/leaflets/UNdcp%20Lf-1.pdf

http://www.tri-counties.org/about/handbook/part_one.html

http://www.uic.edu/nursing/genetics/Lecture/Family/ecomap.htm

24
Annex 1
ASSESSMENT CHECKLIST TEMPLATE
(Use this checklist to develop your own service checklist on assessment)

Immediate/ Crisis Needs
Accommodation
Security
Clothing
Food
Housing
Medical
Legal
Financial Support
Neglect
Suicide

Health
Physical health, sickness or
injury
Mental health issues
Sexual issues (assault,
abuse, etc )
Domestic violence issues
Health information
Substance Abuse (Drugs,
Alcohol, etc)
Non-Substance Addictions
(Gambling, Gaming, etc)

Living Skills
Psycho-emotional issues
Interpersonal relationships
Self-esteem, confidence
Parenting skills
Child care issues
Family issues
Budgeting
Hobbies and interests
Employment skills
Literacy skills

Disability
Intellectual
Sensory
Physical
Multiple
Developmental/ Learning

Education/ Labour Market
Participation
Employment
Education
Courses/Training

25
Housing Legal Issues
Guardianship Public or Private
Involvement with Police Legal issues
Family court Furniture/ Belongings
Child support Environmental Hazards (e.g.
clutter/ bedbugs) Immigration
Others
Clients/ Clients caregiver view
of their situation Significant Relationships
Family
___________________________ Friends
____________________________
___________________________
Others

Special Religious or
Cultural Needs
Diet
Social History Language
Religion
____________________________
____________________________
____________________________

26
Annex 2

INTAKE AND ASSESSMENT FORM
(A sample - use this to develop your own services intake and assessment form)

Clients Particulars

Name: ________________________________ NRIC No:_____________

Address: ___________________________________________________________

Postal Code: ______________ Tel no: ______________ (H) _____________ (HP)

Date of Birth: ______________ Age: _____________ Gender: Male / Female

Nationality: ________________ Race: ______________ Religion: ____________

Email: __________________________ Marital Status: ____________________

Educational Level: __________________________________________________
(Highest qualification)

Language spoken: ___________________________________________________

Language written: ___________________________________________________

Referred from: ____________________________________ (Name/ Designation)

Reason for referral: _________________________________________________

Contact of Referring Agency : ______________________________ (Email/ Tel)

Date Referred: _______________________ Date Received: _________________

Current Location of Client: ____________________________________________

Outcome: ______________________ Date of Decision: _____________________

Reason for acceptance/ Rejection :_________________________ _____________

27
Clients Main Caregivers Particulars (Where Applicable)

Name: ___________________________________ NRIC No: ____________

Address: __________________________________________________________

Postal Code: ______________ Tel no: ______________(H) ______________(HP)

Relationship with client: _____________ Age: ________ Gender: Male / Female

Family Particulars

No
Name of
immediate
family
members
Relationship Age
Staying
with
client
Marital
Status
Occupation
Gross
Income

Current Living Arrangement Types of Accommodation

Alone HDB rental _______ room flat

With spouse HDB purchase______ room flat

With family Private Apartment / Condominium

With friend(s) Private house (Terrace / Bungalow)

With flatmate(s) Shophouse

With relatives (specify:________ Others: __________
___________________________)

Others: _________________ Lift Landing : Yes / No

28
Current Source of Financial Support

Clients monthly salary ($_______________ ) Occupation: _______________

Clients own savings ($____________/ month)

CPF Minimum Sum Savings ($_____________)

Public Assistance (PA No: _________________)

Allowances from children ($__________/ month)

Other Sources (please specify type and amount)__________________________

Means Test Subsidy: Completed [ ] 75% [ ] 50% [ ]25%

Processing (please indicate level of processing)
_________________________________________________________________

_________________________________________________________________

(Please attach completed means test application)

Gross Monthly Household Income (if no means test assessments is done)
Below $500 $500- $999 $1000- $1499
$1500- $1999 $2000- $2999 $3000 and above

Is client receiving any kind of formal social services presently? Yes No

If yes, which services is client receiving?

Financial Aid
_______________________________________________________

Counselling/ Support
Group__________________________________________________

Home Nursing/ Home
Medical________________________________________________

Home Help Service
_______________________________________________________

Day Care (Social/ Rehabilitation)
_______________________________________________________
29
Residential Home
_______________________________________________________

Home Modification
_______________________________________________________

Befriending Service
_______________________________________________________

Others (please specify nature of support available)
________________________________________________________

Assessment Report

Presenting
Problem:___________________________________________________________

__________________________________________________________________

__________________________________________________________________
Underlying
Problem:___________________________________________________________

__________________________________________________________________

__________________________________________________________________

Remarks:___________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

Accept Reject/Refer __________________________________
(Organisation referred to)

Report Written by:
___________________ ________________ __________
Name Designation Date
30
Annex 3
FLOWCHART FOR INTAKE AND ASSESSMENT

No
Initial
Assessment:
Can Assistance
be provided?
Refer client to
another service
Enter details in
turnaways
book/unmet need
records
Request for
Assistance/Services
Has client
been here
before?

No
Yes
Obtain clients file or records
of previous contact. If no file,
set one up. Update agencys
system, if necessary.
Enter the client in
agencys system
Yes
Refer client to programmes
within the agency
Clients prefer to look for
alternative programmes
Commence support process Provide information
and/or referral
31

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