Increasing the Capacity of Individuals, Families and Communities

Technical Assistance

Delivering Training Overview | Developing a Comprehensive Plan

Providing Technical Assistance Overview

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Almost all intermediaries serving FBCOs provide technical assistance (TA) of some kind. Even those with few staff often provide informal technical assistance through networking, making referrals or organizing a conference. To assure that your TA efforts are effective, use a systematic approach. Here are the four phases in a systematic approach to technical assistance:

• Intake
• Diagnosis
• Treatment
• Evaluation

The phases are similar to the ones we covered for training, yet different. For example, there are four phases instead of five. Also, in training, you are usually going out to an audience or inviting them to your location. Technical assistance, however, usually means they are coming to you one at a time with a specific request. With training, you are also working with small or large group while technical assistance usually means working with only one organization and possibly only one individual.

If someone calls you and asks for help with a specific problem, how do you decide if you can and should help them? You need a way to filter these requests so you don’t spread your staff too thin. Some of the requests you can handle over the phone. Some you accept but need further information or additional staff. Some you reject or refer to another agency better suited to provide the help they need.

In the intake phase, you use a triage process to sort out the overwhelming number of requests that you receive. The ones that you accept, you then call back or visit to diagnose their situation. Their actual need may be different than their presenting need. Then you deliver the treatment of their condition in the form of direct, technical assistance. Upon completion, you conduct an evaluation of your efforts and check to see if they produced the desired results.

If developing a training experience is like opening a store, then providing TA is like running the emergency room at a hospital. People who are wounded or feeling pain come in and ask for medical help. A triage nurse examines each patient and determines the severity of the injury. Some only need a butterfly bandage or extra-strength pain-reliever. Some need to be referred to another department, like maternity for example. All of the others need to see the doctor. The doctor completes his diagnosis, which may take a short time or a long time, then determines the best course of action for treatment. The treatment phase may take one appointment or several over time. The doctor must determine what is needed on a case-by-case basis. Later, the doctor checks to see if the patient got better. He may also look for ways to improve medical practices.

When you compare technical assistance to the practice of medicine, it becomes clear that intermediaries should provide TA in a logical, orderly, professional way. This is not easy when your resources are stretched thin and the phone is ringing off the hook. You need to develop procedures that will keep you on track. Let’s take a closer look at each phase.

The Process of Delivering Technical Assistance

Intake
In the first phase, the nonprofit leaders come to you with a request for help. It could be something easy to provide or something that might take days of your time. You have three ways to respond.

• Yes, I can help you right now.
• Yes, we may be able to help. I’ll have someone call you back.
• I’m sorry we can’t help you with that. Let me suggest that you call _______________.

Designated "First Responder" to Requests for Assistance   This can be the receptionist or any other staff tasked with handling all TA calls This person should have appropriate information resources at his or her desk and be trained in handling the triage function He or she needs to be trained in principles for determining which requests to accept and which to refer

The first response is immediate TA. You might answer their question, look up some information, offer a brochure or manual or direct them to a website. The second represents permission to move to the next phase—diagnosis. Either you or someone else with expertise will talk with them to figure out how you can be of service. The third response is a rejection or referral. Either way, you are redirecting away from your services. This is the most difficult response but an important one to safeguard your time and guard against unproductive engagements.

You also need a system for keeping track of requests for assistance. Just like a hospital keeps track of who stops in and how many bandages are used, an intermediary must track who is asking for assistance and what they want. Besides tracking the specific request for assistance, you should collect a name, address, telephone, fax, organization, email address, website and any other information pertinent to your work. This is a valuable source of data for improving your processes and building your network. Also track the information you send out and the kinds of questions you are answering. See the Appendix for an example of a Technical Assistance Evaluation Form you might want to use.

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Delivering Training Overview | Developing a Comprehensive Plan