Staff who come in direct contact with clients often have very specific duties and limited awareness of the array of services your organization has to offer. In order to make these frontline staff successful promoters of your organization's services, update them periodically through orientation sessions and supervisory visits about services throughout the organization, where and when these services can be accessed, whom they are designed for, how much they cost, and why they are attractive to specific groups of clients.

Teaching staff to identify additional client needs and make referrals. 
To teach staff to identify clients' needs beyond the stated reason for their visit, ask staff to share successful experiences in which they detected additional needs and directed clients to other services. Also have front-line staff practice, through role plays, how to detect needs of their clients that present opportunities to tell about other organizational services. Ask them to rehearse descriptions of services in words that directly address the particular needs, preferences, and concerns of individual clients and to practice making referrals. In this way, staff will improve their abilities to provide personalized attention to the additional needs of your clients.