Client Assessment & Referral Flashcards

Which situation most clearly calls for advocacy by the I&R specialist?

Answer: An elderly caller with limited English has been wrongly denied a service they qualify for

Advocacy is right when an inquirer cannot get needed services alone, especially after an improper denial.

What is a 'warm transfer' (conference call) in I&R practice?

Answer: Connecting the caller directly to the receiving agency and introducing the situation

A warm transfer links the inquirer and the provider directly, often with a brief introduction of the need.

Before sharing a caller's personal details with a receiving agency during a warm transfer, the specialist should:

Answer: Get the caller's consent

Confidentiality standards require the inquirer's permission before their information is disclosed.

What is the main purpose of follow-up in I&R service?

Answer: To check whether the inquirer got the needed help and to find gaps or barriers

Follow-up confirms outcomes, offers more help if needed, and shows service gaps.

Under AIRS standards, follow-up is especially important for which inquirers?

Answer: Vulnerable inquirers or those in crisis situations who may not be able to follow through alone

Follow-up is prioritized for people at risk or with limited ability to act on referrals themselves.

A caller asks for rental assistance, but the only local program has no funds left. What should the specialist record?

Answer: The need as an unmet need for community planning data

Recording unmet needs supports needs analysis and advocacy at the community level.

Which listening behavior best shows empathy during assessment?

Answer: Paraphrasing the caller's feelings and concerns back to them

Reflecting feelings tells the caller they are heard and builds rapport.