Prepare a small session
Choose one topic and a facilitator. Read the relevant guide before the session, print the working sheet and use a fictional situation for practice. A group of two to six people can compare approaches without bringing identifiable family records into the room.
Allow about 30 minutes as a starting point. The purpose is a better explanation or agreed action, not completing every prompt. Adjust the time for access needs and the size of the group.
Topic 1: Begin with the family's question
Read the family conversation guide. In pairs, practice an opening that explains your role and invites the caregiver's priority. Compare an opening such as “We need to go through this form” with one that makes room for the person's concern.
Use the fictional example: a caregiver arrives worried about pickup arrangements, while the appointment was scheduled to discuss a routine. How can you acknowledge both needs without promising a service you cannot provide?
After practice, identify the question you asked, what you learned and what remained unanswered.
Topic 2: Make the referral clear
Read the referral sheet. Examine an official provider page and separate what it confirms from what still requires a call. Practice explaining the referral in plain language, including who makes contact and what happens if the first option is unavailable.
Use this fictional provider summary: “The Community Care Information Desk helps families in Example County find information about child care. Families make a first request by telephone. The summary does not state whether it can search evening care or confirm current provider openings.”
Practice a reply: “This desk offers child care information for the county. We still need to ask about evening hours and current openings. If you want to contact it, these are the questions to start with.” Record what is confirmed, what remains unanswered and who will make the call. The description is exercise material, not a real referral.
Topic 3: Choose a resource that fits
Choose a family guide and ask whether its purpose matches the question, age, language and available time. Practice explaining one section without turning the whole article into instructions someone must follow.
Use the fictional example: a caregiver asks for help with a difficult goodbye. A general brochure about child development is available, alongside a specific separation guide and a care handoff sheet. Which material would you start with, and why?
Check what changed
End with three questions: Can each person explain the next step? Was the information accurate about what the service provides? Did the practice leave space for the family's choice?
Record one change to try in your work and a time for your team to discuss it.
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