e) Information and referral workers   

1. Have some general knowledge about ABI.

2. Know some key messages:

Uniqueness of the individual
Injury - effect - behaviour - behaviour management
Time line for progress of an ABI
The plan for the client - part of a team
The services network.

3. A person with an acquired brain injury has had a life before the injury. Unless they are very young when they had the injury they will remember the life they had. Grief and loss will be part of the process of rebuilding their life. Family members also have to work through this.

4. When taking queries the essence of approaching a good response is to:

a) not make assumptions and
b) ask specific questions to tease out what is happening and
c) gather more information at a later time and/or from others if necessary
d) pick the parts of the issue that can be worked on and follow up on those

Ask specific questions. For example:
What's going wrong?
Have you got anyone coming now?
Who pays for them?

Don't make assumptions. For example:
It may be that he is getting the cleaning but he is not letting them clean.
Just because the person thinks they need more workers doesn't mean that is the answer.
Question his assumption that this is the answer.
E.g. he may not be at home and so they don't come.

Get more information at a later time from him or another person. For example:
What about you go away and write down what the problems are and ring me again.
Who lives with you? Can I talk to them about this?

5. Sometimes people with ABI can be abusive or aggressive or difficult to relate to in other ways. I need to not take this personally.