Client Assessment and Referral Flashcards

What is the main goal of establishing rapport at the start of an I&R contact?

Answer: To build trust so the inquirer feels comfortable sharing their needs

Rapport creates the trust needed for an accurate assessment.

An inquirer becomes verbally abusive and uses threats toward the specialist. What is the most appropriate response?

Answer: Set clear limits calmly and follow agency policy, including ending the call if abuse continues

Specialists set respectful limits and follow organizational policy for abusive contacts.

Which practice best reflects cultural competence during assessment?

Answer: Being aware of one's own biases and asking respectful questions about preferences

Cultural competence includes self-awareness and respectful, individualized inquiry.

An inquirer who is deaf contacts the I&R service. What is an appropriate accommodation?

Answer: Use relay services, TTY, text, or video options available to the agency

Accessible communication methods let the inquirer participate fully in the assessment.

A caller reports that a child is being physically abused. What must the specialist do?

Answer: Follow mandated reporting laws and agency policy for reporting to child protective services

Suspected child abuse is a recognized exception to confidentiality under reporting laws.

Which summarization statement is most appropriate near the end of an assessment?

Answer: "So you need help with rent this month and childcare so you can keep your job, right?"

Summarizing confirms the identified needs before moving to referral options.

What should a specialist do if no resource exists that meets the inquirer's need?

Answer: Explain the gap honestly, offer the closest alternatives, and document the unmet need

Documenting unmet needs supports community planning while honest alternatives help the inquirer.