Information, Assistance and Referral (I & A) is a service that helps individuals, families and communities identify, understand and effectively use the programs that comprise the human service delivery system.  On the local level, the I&A system provides long range planning by tracking requests for services, identifying gaps and duplications in services.  This allows the local I & A system to keep an updated list of service providers that Montana's senior citizens, adults with disabilities, their family members and caregivers can be referred to.

Information, Assistance and Referral Technicians must attend a comprehensive two-day training on the issues and programs, and must pass the Montana Information & Assistance Certification Test to be certified for this position.  It prepares them to be the first responder when a client calls for help and allows them to assist with issues from the very simple and straightforward to those who have a multitude of needs and issues and for those in a crisis situation.

Through the use of individual counselors and the (toll-free) statewide phone service, the I & A system can provide comprehensive and current local resource information on issues and the availability of services such as:

• Social and health services
• Crisis and/or emergency intervention
• Insurance counseling and assistance
• Legal services development and referral
• Utilities assistance
• Meal services
• Adult protective services
• Grief and loss issues
• Mental health counseling
• Assistance for food/clothing/household needs
• Educational and recreational opportunities and more 

The Montana Office on Aging works with paid and volunteer technicians around the state, trained to: 

• Provide information about services;
• Refer people to appropriate service programs and agencies;
• Maintain a current directory of service providers; and
• Provide needed outreach work within their communities.

All technicians are employees, volunteers of, or provide contracted services through, the Area Agencies on Aging and local service providers.