Take Action
The Information Production Handbook, Service Mapping Handbook, and Frontline Communicator Handbook are meant to be an on-the-job tools support frontline staff with a set of guiding principles, best practices, considerations, and standard processes for:
- Producing useful, responsive, accurate, digestible, inclusive, and consistent information. Editorial workflows, checklists, and source maps can be added as annexes to the handbook for easy reference for your team.
- Identifying and collecting information from service providers and secondary data sources, maintaining service maps, and sharing service information with clients.
- People-centered and ‘do no harm’ communication approaches, managing expectations, handling criticism and rumors, confidentiality, psychological first aid (PFA), responding to clients which require high-risk referrals, safety, and moderating online channels.
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- Tool 29. Information Production Handbook
- Tool 30. Service Mapping Handbook
- Tool 31. Frontline Communication Handbook
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