Service Delivery Flashcards

An inquirer asks only for the phone number of the local food bank and clearly knows what they need. Which level of I&R service is most appropriate?

Answer: Information provision

Information provision fits inquirers who make a specific request and only need contact or service details.

What separates a referral from simple information provision in I&R practice?

Answer: A referral follows an assessment of needs and links the inquirer to services that address those needs

Referral involves assessing the inquirer's needs and then identifying suitable resources, not just handing out data.

A caller asks about rent help but mentions in passing that their utilities are about to be shut off. What should the I&R specialist do?

Answer: Explore the utility issue too, because assessment should uncover related unstated needs

A thorough assessment identifies connected needs the inquirer may not ask about directly.

Which practice best supports inquirer empowerment during a referral?

Answer: Giving the inquirer several appropriate options and helping them choose

Empowerment means building the inquirer's ability to make informed choices and act for themselves.

How many referral options do I&R best practices generally recommend offering when they are available?

Answer: Usually up to three appropriate options

Offering a few well-matched options, often up to three, gives the inquirer choice without overwhelming them.

An elderly inquirer with limited hearing struggles to write down agency information. Which response best fits the situation?

Answer: Offer to make a warm transfer or a three-way call to the agency

When an inquirer has limited ability to follow through alone, the specialist should give more direct help, such as a warm transfer.

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

Answer: To check whether the inquirer's needs were met and whether the referrals worked

Follow-up confirms outcomes, catches barriers, and improves the quality of the resource database.