Week 12

During last weeks supervision with my site supervisor, I was asked to create a monitoring
tool for the information and referral unit. The information and referral unit is an important entity
at !"#. The Information and $eferral workers key responsi%ilities are to e&plain services,
assist with 'uestions concerning seniors, and make referrals to !"# programs.
I %egan to %rainstorm. I wondered how will I start this task. (ow can !"# avoid pro%lems
when delivering services to the customers they serve) What will %e the purpose of this function)
!nce I identify certain pro%lems, how can these pro%lems %e rectified) #fter I calmed down, I
reali*ed that I will %e performing an internal audit, and I will %egin with a "W!T analysis on the
unit. I had to reali*e what will %e the most important function of the audit. The important
function is the feed%ack of the 'uality control system.
+y first o%,ective is to meet with the Information and $eferral staff and ask them various
'uestions. I will %egin with the agencies mission and vision. #s an administrator I think it is
important for all staff to understand the agencys mission, and %ecome passionately committed to
its mission. This could also help identify why certain pro%lems are occurring continuously.
!nce I meet with the information and referral staff, I will review the policy and procedure
manual for the unit. !nce the manual is reviewed, I will develop a 'uestionnaire- monitoring tool
for my audit. I plan to randomly select si& referrals. I will review the referrals from start to finish
and ensure that the Information and $eferral worker followed the policy and procedures
accurately. Then I will su%mit my results to my site supervisor. "o far, this has %een one of my
%est assignments as an intern. Developing a monitoring tool and performing and audit are great
steps to help prepare me to %e an administrator.