Service Responses in North Carolina


COMMUNITY REFERRAL

Cumberland County Public Library and Information Center
Jerry Thrasher, Director - June 1998


Needs Addressed by This Service Response

A library that offers Community Referral addresses the need for information related to services provided by community agencies and organizations.

What the Library Does and Provides

The library establishes ongoing relationships with community organizations and local governmental agencies. The library develops and maintain or will facilitate the development and maintenance of a database of available services and qualifications for receiving those services. The library provides easy, convenient, confidential access to the information in a variety of ways such as walk-in service, toll-free telephone service, or Internet access.

The library may provide intake and assessment forms from referral agencies, and library staff may conduct initial interviews or provide follow-up with clients and agencies to determine whether services were provided that met the individual's need.

Brief Description of Library and Services

The Cumberland County Public Library & Information Center is composed of a headquarters library, six branches and a bookmobile serving a population of 294,195. The total budget is $6.9 million with 132 full-time and 63 part-time staff in 1997-98.

Community Needs Addressed and Target Audience

A large segment of the Cumberland County local community needs information on basic human and social resources and agencies providing those services in Cumberland County. With two large military installations in the county (Fort Bragg and Pope Air Force Base) there is high mobility in the community with the constant need to provide community directory information and referral services. This county also has a low personal income level in comparison to the state average for North Carolina and all other large metropolitan areas of the state. The poverty rate is high and is also a reason for the need for ready information on human resources and services. An increased demand for community based information and referral services has arisen as a direct consequence of welfare reform, necessitating even more reliance on alternative providers of community services and assistance. The CCPL&IC received a federal LSCA grant in 1980 to initiate a local community Information and Referral service called "ACCESS Information Line" and to create a local directory of community resources.

Service Objectives

To provide current and up-to-date information on all public and private human service agencies and service organizations in Cumberland County to meet the needs of the citizens of Cumberland County.

Description of Services and Activities

The Information and Referral Center

Resources Allocated to the Service

The service is provided by three full-time Librarians and two Library Associates II with assistance from the Community Relations Coordinator for printing of the directory, and management support.

The Information & Referral function is incorporated into the Headquarters Library Information Services Department and operates from the Information Services Desk or Telephone Reference Desk. About 100 square feet per staff member is assigned.

The staff maintain a variety of professional materials and resources in their work and service areas. They maintain memberships and information from state and national AIRS associations. They maintain extensive files on local service and general interest organizations.

Staff have access to telephone, fax, and e-mail communication equipment, including computers to create their files and the draft for The Answer Book. Library Computer Support Staff upload the information from The Answer Book into the Library's Online Public Access Catalog (OPAC) and on to the Library's WWW home page.

Community Collaborations

All public and private human service agencies are well aware of the services through repeated contact and participation of the Library's I&R staff in community groups, Chamber of Commerce, and distribution of The Answer Book annually. The ACCESS Information Line (483-7727) is publicized in the local media and frequently mentioned on local radio talk shows in the county. The local news media relies heavily on the I&R services of the library and frequently has staff appear on their programs to talk about what they do. All Fayetteville Police vehicles carry a copy of The Answer Book.

Funding and Support Resources

Funding for the Library's I&R services is part of the Library's regular budget that is approved by county government. Funds for five staff, normal office and department supplies, telephones, normal office equipment, computers, Internet access, training, transportation, postage and other costs are part of the normal budget.

Service Measures/Recent Outcomes

In 1997 there were 9,559 questions and referrals handled by topical categories. 2,000 Answer Books were published and distributed that contained 248 pages of community service agencies and resources at $3.50 a copy in 1998.