Client Assessment & Referral Flashcards

A caller asks only for a food pantry address, but mentions in passing that their electricity was shut off yesterday. What is the best I&R response?

Answer: Give the pantry address and gently explore the utility shutoff as a possible additional need

Thorough assessment means finding underlying or related needs beyond the first request.

Which type of question is most useful for confirming a specific eligibility detail, such as the caller's county of residence?

Answer: Closed-ended question

Closed-ended questions efficiently confirm specific facts once the general need is understood.

When should an I&R specialist usually give a caller more than one referral option?

Answer: Whenever appropriate options exist, so the caller has alternatives if one does not work out

AIRS practice encourages offering several suitable referrals when available, which supports choice and gives backup options.

An inquirer says, 'I just need some help, I don't know where to start.' What technique best helps clarify the need?

Answer: Asking open-ended questions and reflecting back what they share

Open-ended questions and reflective listening help vague requests turn into clearly defined needs.

What does 'empowerment' mean in I&R client assessment?

Answer: Supporting inquirers to act on their own behalf when they are able

Empowerment means building the inquirer's ability to help themselves while giving the support they need.

Before giving a referral, why should a specialist check the agency's eligibility requirements against the caller's situation?

Answer: To avoid sending the caller to services they cannot qualify for

Matching eligibility prevents wasted effort and frustration for the inquirer.

A caller sounds confused and has trouble remembering phone numbers. What is the most appropriate adjustment?

Answer: Offer to send the referral details by text or mail, or offer a warm transfer

Adapting how referrals are delivered to the inquirer's abilities improves follow-through.