Think of this Playbook as your field guide for the work.

It is not meant to replace supervision, team consultation, professional judgment, or common sense. 

It is also not a legal manual or a script.

Instead, it provides a shared framework for how we approach Resource Facilitation at BIA-NE, while leaving room for flexibility and the realities of each client’s situation.

No two clients are exactly alike, and no two days are either. But this Playbook gives us a common foundation so that, across BIA-NE, we approach the work in a consistent way.

Use the tabs along the top to take you between the sections of this Playbook.
Below is a general overview of what you can find where.

Section 1 introduces BIA-NE, the purpose of Resource Facilitation, and the approach that guides our work. 

It explains who we are, why brain injury support matters in Nebraska, and how Resource Facilitators help survivors and families move forward. 

This section covers BIA-NE’s mission, values, and philosophy, including being person-centered, strengths-based, practical, and relationship-driven. 

It also introduces the role of the RF, explains what Resource Facilitation is—and is not—and sets expectations for professionalism, teamwork, flexibility, and communication. 

Think of this section as the foundation for understanding who we are, why the work matters, and how we do it at BIA-NE .

Section 2 explains what it means to be a Resource Facilitator at BIA-NE. 

It covers the RF role, responsibilities, boundaries, expectations, ethics, safety, and the skills needed to do the work well. 

This section helps RFs understand what they are—and are not—responsible for, how to approach the work, and how to “play their position” as part of the team.

Section 3, Calling the Plays, is the hands-on part of the Playbook. This is where Resource Facilitators learn what to actually do when working with clients.

The section walks through the day-to-day work of Resource Facilitation, including making first contact, building rapport, completing screenings, identifying needs, setting goals, coordinating care, making referrals, and helping clients work through barriers. It focuses on practical, real-world situations RFs are likely to encounter, such as missed appointments, low follow-through, family involvement, frustration, transportation problems, and clients who are overwhelmed or unsure where to start.

Section 3 also explains how RFs work with other providers, support client choice and self-advocacy, and help connect people to the right resources at the right time. It includes guidance on maintaining boundaries in real-life situations, responding to crises, and knowing when to involve a supervisor or emergency services.

The overall message is simple: Resource Facilitation is not about “fixing” people. It is about meeting people where they are, helping them identify the next right step, and walking alongside them as they move forward.

Section 4, Keeping Score, explains how BIA-NE documents, tracks, and reports the work of Resource Facilitation. This section walks RFs through the practical side of using Salesforce, from the moment a referral is received through case closure.

It covers how to search for existing contacts, enter new referrals, complete intake, open a case, identify and prioritize needs, document referrals, and keep accurate notes. It also explains the difference between Information & Referral and Resource Facilitation cases, how to track follow-up tasks, and when to close a case.

Section 4 emphasizes that Salesforce is BIA-NE’s “true north.” Timely, accurate documentation helps the team stay organized, communicate clearly, avoid duplication, meet grant and reporting requirements, and show the impact of the work to leadership, board members, and funders.

The section also includes guidance on writing clear, factual case notes; documenting contact attempts; uploading forms and releases; relating emails to the case; and making sure every client interaction has a next step.

The goal is not perfect paperwork. The goal is clear, useful documentation that helps the next person pick up the ball and keep moving the work forward.

No one expects you to have every answer on day one.

Resource Facilitation is complex, and there will be times when you think, “Okay… now what?” That is exactly what this section is for.

As you work through real-life situations, you may find yourself wondering about a tricky client situation, a Salesforce question, how to handle a boundary issue, what to do when a client stops responding, or whether something is “normal” in RF work. If you are wondering, chances are someone else is too.

This section is designed to grow over time with the questions, tips, and “I wish someone had told me that sooner” moments that come up in the field.

We welcome your ideas.

If there is a question you think should be answered here—or a topic you wish had been covered somewhere else in the Playbook—please send it to Paula Dodds, Director of Operations, at paula@biane.org. 

Questions about RF work, suggestions for additional content, common challenges, Salesforce tips, and practical “what if” scenarios are all fair game.