This training course provides participants with a comprehensive analysis of the Information & Referral/Assistance (I&R/A) process. This process, from greeting to closure, is an essential part of supporting older adults, individuals with disabilities, and caregivers in accessing and obtaining health and social support services. This course will focus on a review of the five phases I&R/A process. Additionally, the course will describe I&R/A follow-up as well as the concepts of empowerment and advocacy in information and referral.