AIRS - Alliance of Information and Referral Systems I&R Service Delivery Principles Questions and Answers

Question 1

An I&R specialist is working with a caller who expresses strong personal opinions that conflict with the specialist's own values.
According to AIRS Service Delivery Principles, what is the most appropriate action for the specialist to take?

Accepted Answer

Provide information and referrals in a non-judgmental and impartial manner.

Answer

Refer the caller to a different agency that aligns with their stated opinions.

Answer

Attempt to persuade the caller to consider an alternative viewpoint.

Answer

End the call if the caller's opinions become too challenging.

Question 2

A client with a significant hearing impairment contacts an I&R service via email because they cannot use a standard telephone. Which I&R service delivery principle is most directly demonstrated by the agency's ability to respond effectively through this channel?

Accepted Answer

Accessibility

Answer

Confidentiality

Answer

Advocacy

Answer

Accuracy

Question 3

Which of the following scenarios best illustrates the I&R principle of individual advocacy?

Accepted Answer

An I&R specialist participates in a conference call with a client and a housing agency to help clarify the client's eligibility for a program.

Answer

An I&R specialist provides a caller with the phone numbers of three local food pantries.

Answer

An I&R specialist updates the resource database with new hours for a community clinic.

Answer

An I&R specialist follows up with a client a week after a referral to see if their need was met.

Question 4

An I&R service has a strict policy that client-identifying information is never shared without explicit, documented consent, unless there is a risk of imminent harm or a legal mandate. This policy directly upholds which core I&R principle?

Accepted Answer

Confidentiality

Answer

Impartiality

Answer

Collaboration

Answer

Empowerment

Question 5

During an assessment, an I&R specialist actively listens to the client's story, asks clarifying questions to fully understand their multiple needs, and helps them prioritize before offering referrals. This process is a key component of which service delivery activity?

Accepted Answer

Comprehensive and Non-Judgmental Assessment

Answer

Resource Database Management

Answer

Community Planning

Answer

Follow-Up

Question 6

In order to empower clients to make their own informed decisions, an I&R specialist should always strive to:

Accepted Answer

Offer a reasonable choice of referrals with accurate, unbiased information about each.

Answer

Tell the client which of the referred agencies is the best one.

Answer

Provide a single, highly-rated referral to avoid confusion.

Answer

Complete the intake forms for the client at the referred agency.

An I&R specialist is working with a caller who expresses strong personal opinions that conflict with the specialist's own values.According to AIRS Service Delivery Principles, what is the most appropriate action for the specialist to take?

An I&R specialist is working with a caller who expresses strong personal opinions that conflict with the specialist's own values.
According to AIRS Service Delivery Principles, what is the most appropriate action for the specialist to take?