Service Delivery Flashcards

A caller says they plan to end their life tonight and have a method available. What is the I&R specialist's first priority?

Answer: Assess immediate risk and make sure the caller is safe, bringing in emergency or crisis services as needed

In crisis, safety and risk assessment come before routine I&R tasks.

In I&R, what is advocacy?

Answer: Acting with or for an inquirer to help them get services they are eligible for but have trouble accessing

Advocacy in I&R means intervening to help an inquirer get appropriate services when barriers get in the way.

Before advocating with an agency for an inquirer, what should the I&R specialist get?

Answer: The inquirer's consent to share information and act on their behalf

Advocacy and sharing personal information need the inquirer's informed consent.

An inquirer refuses to give their name. How should the I&R specialist respond?

Answer: Respect the choice and keep providing service anonymously

I&R services generally allow anonymity, and inquirers should not have to identify themselves to get help.

What is the main difference between a warm transfer and a cold transfer?

Answer: In a warm transfer, the specialist stays on the line to introduce the inquirer and their situation to the receiving agency

A warm transfer connects the inquirer directly and briefs the receiving party, so the inquirer doesn't have to repeat their story.

An inquirer speaks limited English. What is the best practice?

Answer: Use an interpretation service or a qualified bilingual staff member

Qualified interpretation gives accurate, confidential communication for inquirers with limited English.

An inquirer is clearly upset and talking quickly about several problems at once. Which technique helps the specialist most?

Answer: Active listening with reflection and summarizing to clarify and rank the needs

Reflection and summarizing calm the inquirer and help the specialist sort out and rank the needs.