Developing a Technical Assistance Program
TA Intake & Diagnosis
Technical assistance (TA) involves responding to specific individual requests for help and advice from Faith-Based and Community-Based Organizations (FBOs/CBOs). The first step in a systematic approach to providing TA is the Intake phase. During this phase, you use a triage process to sort the requests for TA. These requests are sorted into three categories:
- Those that can be taken care of immediately– For instance, there are requests that can be quickly answered by looking up information, offering a brochure, or referring the caller to a Web site.
- Those that may be taken care of later – For instance, there are requests that require diagnosis and which involve talking to the caller at a later time to determine how your organization can best be of service.
- Those that need to be referred elsewhere – For instance, there are requests that you reject or refer to another resource in order to safeguard your time and guard against unproductive engagements.
Your organization should also maintain a tracking system for TA requests. A sample Technical Assistance Evaluation form can be found under Resources Forms. The tracking system should include the following components:
- Who is asking for TA (include all contact information)
- What type of TA they are requesting
- What type of response you provide
For a TA request that requires diagnosis, someone in your organization with expertise should set up an interview with the caller to gather more information. The IO staff member should use the interview time to get to know the caller, find out about the organization, clarify the TA request, and determine whether there are other issues that need to be addressed. Finally, the type of TA that is most appropriate can be offered:
- Indirect TA is a service you provide by giving them tools (e.g., a manual) or referring them to another resource.
- Direct TA is a service that involves personally providing expertise.
- Onsite TA is a form of direct TA that requires you to deliver the assistance at the organization's location.
- Offsite TA is a form of direct TA that allows you to share information by telephone, email, fax, or mail.
TA Treatment & Evaluation
Treatment refers to the actual delivery of information and skills that will solve the problem or answer the request of the Faith-Based or Community-Based Organization seeking TA. Offsite TA may require one or more telephone conversations, email messages, or other communications. Onsite TA requires one or more visits to the requesting organization. Each visit will include most or all of these tasks:
- Orientation with the organization leaders regarding the goals of the visit and schedule;
- Assessment of the situation through data collection (interviews, observations, record reviews);
- Assisting the organization by providing relevant knowledge or skills;
- Feedback from staff both during and after the process;
- Planning with the staff to develop an action plan that will establish new habits; and/or
- Briefing the leadership regarding the initial situation, the assistance provided, and the action plan.
Evaluation of your TA procedures allows you to determine whether your organization is being effective in providing TA and whether you are working in an efficient manner. Organizations that received onsite TA from you should be contacted within 30 days and asked for feedback on the TA visit, including whether the information and skills are being used. As part of the feedback, your organization should also ask for suggestions about how TA delivery could be improved.
Staff members in your organization who provide TA should periodically review the procedures, the time being spent, who is calling, and the types of requests being made. By examining which practices are working well and which are not, and by comparing your experiences to those of similar IOs, you can refine your TA practice so that it is both more effective and more efficient.
Comprehensive T/TA Plan
Developing a comprehensive plan for Training and Technical Assistance (T/TA) is a requirement for many Intermediary Organizations (IOs) that receive federal funds. For organizations applying to become IOs in the Compassion Capital Fund Demonstration Project, it is a requirement for the proposal. Thus, developing such a plan both fulfills federal requirements and benefits your organization by providing you with a systematic way to address T/TA responsibilities. There are seven steps to developing a comprehensive T/TA plan:
- Review your proposal. Your T/TA plan must meet the requirements of your grant and must match what you wrote in your proposal.
- Conduct an assessment. Three types of assessment are pertinent in this case:
- Audience analysis is an examination of how many and what kinds of organizations are within your geographic area.
- Needs assessment is a survey of organizations you will serve to determine their T/TA needs.
- Resource assessment is an accounting of the expertise of your staff and partners to determine the areas for which you could provide T/TA.
- Complete a SWOT analysis. A SWOT analysis examines the Strengths, Weaknesses, Opportunities, and Threats that affect your organization's ability to provide T/TA.
- Develop a training plan. This should include the following components:
- Your approach to providing training;
- Results of the needs assessment regarding training;
- How trainees will participate in training;
- A list of potential training workshops (including dates, locations, instructors; and
- A budget.
- Develop a technical assistance (TA) plan. This should include the following components:
- Your approach to providing TA;
- Results of the needs assessment regarding TA;
- How your TA system will function when requests are made;
- List of supportive materials;
- Staff members and resource people who will handle TA; and
- A budget.
- Develop a communication plan. A communication plan will help you to market your T/TA services to the wider community. This should include identification of your target audience, determination of your message, and a list of media that can be used to publicize your message.
- Seek feedback and adjust. Show your plan to staff and leaders of faith-based and community-based organizations and secure their feedback on both the training and technical assistance aspects. Make adjustments based on feedback.
Need help developing a great technical assistance program? Contact Brent Swinton, NRC's Training Manager, at 703-752-4331 or via E-mail at bes@daremightythings.com
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