Applied Methods and Techniques Flashcards

A caller opens with, "I just need help with everything right now." What is the most effective first response from the I&R specialist?

Answer: Ask an open-ended question such as "Can you tell me what's been happening?"

Open-ended questions invite the inquirer to describe the situation so needs can be identified and prioritized.

What is the primary purpose of paraphrasing during an I&R contact?

Answer: To confirm the specialist accurately understood what the inquirer said

Paraphrasing restates the inquirer's message in the specialist's words to check understanding.

An inquirer presents an eviction notice, a utility shutoff, and a need for job training. How should the specialist proceed?

Answer: Work with the inquirer to prioritize needs, addressing the most urgent first

Collaborative prioritization ensures time-sensitive needs such as housing loss are addressed first.

Which best describes a "warm transfer"?

Answer: Staying on the line to introduce the inquirer and their situation to the receiving agency

A warm transfer connects the inquirer directly and briefs the receiving agency so the inquirer need not repeat their story.

Under the principle of empowerment, when an inquirer is capable of acting independently, the specialist should:

Answer: Provide information and options so the inquirer can take action themselves

Empowerment means supporting inquirers to make their own choices and take their own actions when able.

Why do I&R best practices generally recommend offering more than one referral option when available?

Answer: It preserves inquirer choice and provides alternatives if one option fails

Multiple appropriate options respect self-determination and give backups if a provider cannot help.

In which situation is a closed-ended question most appropriate?

Answer: Gathering a specific fact such as the inquirer's ZIP code

Closed-ended questions efficiently collect specific facts needed to match resources.