Core Concepts and Principles Flashcards

A specialist uses a three-way call to connect the inquirer directly with an agency and introduce their situation. What is this called?

Answer: Warm transfer

A warm transfer connects the inquirer with the service provider while the specialist stays on the line to make the introduction.

Which questioning technique is most useful early in a needs assessment?

Answer: Open-ended questions that invite the inquirer to describe their situation

Open-ended questions draw out the full picture of the inquirer's needs, including needs they haven't stated.

A caller asks about food but mentions in passing that their electricity will be shut off tomorrow. What should a skilled specialist do?

Answer: Recognize the unstated need and also explore utility assistance options

A full assessment picks up underlying and unstated needs as well as the presenting request.

Which principle means an I&R service doesn't favor one provider over another for reasons unrelated to the inquirer's needs?

Answer: Impartiality (neutrality)

I&R services are impartial and make referrals based on the inquirer's needs and eligibility, not on favoritism.

What does empowerment mean as an I&R practice?

Answer: Giving inquirers the information and skills to help themselves when they're able to

Empowerment builds the inquirer's ability to act for themselves, and the specialist steps in more only when needed.

How many referral options does good I&R practice generally recommend offering when they're available?

Answer: Usually two or three appropriate options so the inquirer has a choice

Offering a few suitable options supports self-determination without overwhelming the inquirer.

Which item is a core part of the I&R process under AIRS Standards?

Answer: Assessment of needs

Assessing needs is a basic step of the I&R process, along with information, referral, advocacy and follow-up.