You've got the question; Information and Referral Services has the answer

Knowledge is power.

Bree Austin-Roberts loves seeing clients become more powerful.

Austin-Roberts has functioned as the information and referral specialist at Disability Network/Lakeshore since 2013.  She receives 150 to 300 phone calls for help per month from people with disabilities, or regarding people with disabilities.

Here’s the common thread: A person with a disability wants to continue moving forward in his or her life, but needs resources to overcome an obstacle. Austin-Roberts tells them what local resources are available and can help them apply.

“Our organization serves residents of Ottawa and Allegan counties of any age who have a disability that may be emotional, physical, cognitive, developmental, or a combination of things,” Austin-Roberts said. “You can see why questions that come in to Information and Referral span a broad range of issues.”

Generally, Austin-Roberts said calls could be classified into the following categories:

•    Housing
•    Social Security benefits, Supplemental Security Income (SSI) and Social Security Disability Insurance (SSDI). 
•    Employment
•    Transportation
•    Education and training
•    Mental health services

Austin-Roberts said that when she became DNL’s information referral specialist four years ago, most questions were about Social Security benefits and finding employment.

In contrast, these days, almost 90 percent of calls are related to obtaining or keeping affordable, accessible housing, getting needed repairs, or replacing broken household appliances.

“Information and Referral is micro human services work,” said Austin-Roberts, who earned a bachelor’s degree in psychology from Saint Xavier University in Chicago, and is completing a master’s degree in social work at Grand Valley State University. “We often meet one-to-one with people to hear their needs, help them set goals, and track their progress toward achieving that goal.”

She describes Information and Referral as a “teach to fish” service. Her role is to point to potential community resources, and offer only as much guidance as the client needs.

Since most applications are now on line, how much hands-on help a client requires is often rooted in how computer savvy he or she is, Austin-Roberts said. 

“I email some people a link to a resource and they take it from there,” Austin-Roberts said. “But some people aren’t that comfortable with computers. They would rather make an appointment to come into my office where we can fill out forms together.”

Disability Network/Lakeshore’s own website,, provides quick-access “buttons” to email or telephone to the organization’s Information and Referral service. The agency’s phone number is: (616) 396-5326.

Austin-Roberts says a lot of questions also come in via the 2-1-1 Helpline, social workers at medical facilities, area churches, or partner agencies like Community Mental Health or Michigan Rehabilitative Services.

“There have been times I’ve received calls from three different agencies regarding the same family,” Austin-Roberts said. “They all want to make sure the client gets the help they need.”

While there local resources available – and, seemingly, more help than she remembers in Chicago – Austin-Roberts said occasionally she can’t find the help a client needs.

“It’s really hard on me if I can’t find a resource for a person who is dealing with insufficient income and homelessness on top of the challenges created by a disability,” Austin-Roberts said. “I work very, very hard for those people.” 

Have you got a question?  Not sure where to start?  Call our office and ask for Bree.  She can direct you to the appropriate staff member or community resource.  

A.T. to the Rescue!

As someone who works with Assistive Technology (A.T.) devices on a daily basis, I’ve seen first-hand what A.T. can do to help people with disabilities remain independent.  Technically, assistive technology is any device, equipment, or item that lets a person with a disability be more independent and have an improved quality of life. 

Automatic door openers are considered assistive technology.

Automatic door openers are considered assistive technology.

All of us use A.T. on a fairly regular basis.  If you don’t think so, consider that every time you put on your glasses, you’re using A.T.  That’s also true of each time you turn on your air conditioner, dishwasher, wash machine or dryer.  There are so many items that fall under the category: items to help with cooking and cleaning, dressing and grooming, cognitive improvement devices, recreation items, devices to improve mobility and environmental controls.  There are literally thousands of items, all designed to help you remain independent.

If you need any of these items, you’ll likely be glad to learn that many of them aren’t overwhelmingly expensive.  Many A.T. devices cost less than $50, with a substantial amount under $20.  For higher priced items, Michigan participates in a Federal Loan Program called the Assistive Technology Loan Fund (ATLF).  The ATLF helps people with disabilities who can’t afford A.T. purchase what is needed.  Those who have a disability, guardians or family members, may borrow up to $30,000. 

Disability Network/Lakeshore is the site for the ATLF in Allegan and Ottawa Counties.  If you’re looking for help in either identifying assistive technology to help you remain independent, or paying for it, please call the DNL office.  We’d be delighted to assist you!

Chris Wistrom,