AIRS - Alliance of Information and Referral Systems Professional Ethics and Standards Questions and Answers — Questions and Answers
Question 1: An I&R specialist receives a call from an individual who is frustrated with the eligibility process for a local food assistance program. The caller states they were denied but believes they qualify. According to AIRS Standards, which of the following is the most appropriate action for the specialist to take?
- Advise the caller to give up as the agency's decision is final.
- Offer to contact the agency on the caller's behalf to clarify the eligibility criteria and advocate for a review of the application, with the caller's permission. (Correct answer)
- Provide the caller with the phone number for a different food bank without addressing the issue with the first agency.
- Tell the caller to file a formal lawsuit against the agency.
Correct answer: Offer to contact the agency on the caller's behalf to clarify the eligibility criteria and advocate for a review of the application, with the caller's permission.
AIRS Standards support the role of advocacy for I&R specialists. When an inquirer faces barriers to service, the specialist, with the inquirer's consent, can intervene to help them obtain the services for which they are eligible. This can include contacting the agency to clarify information or negotiate on the inquirer's behalf.
Question 2: According to the AIRS Code of Ethics, what is the primary principle regarding the information provided to inquirers?
- Providing only information about government-funded programs.
- Providing information that is accurate, unbiased, and non-judgmental. (Correct answer)
- Prioritizing referrals to the specialist's own organization.
- Sharing only information that the specialist personally agrees with.
Correct answer: Providing information that is accurate, unbiased, and non-judgmental.
The AIRS (now Inform USA) Ethical Principles state that specialists must maintain and provide information that is accurate and unbiased in a nonjudgmental way. The service should be impartial, empowering the client to make an informed choice from all available nonprofit, government, and for-profit services.
Question 3: A client you assisted with housing resources a month ago calls you on your personal cell phone after hours to ask for a small loan, explaining they are a few dollars short for a bus pass to get to a job interview. How should a professional I&R specialist handle this request?
- Agree to the loan to ensure the client gets to the interview.
- Gently decline the request, explain that you cannot provide personal financial assistance, and offer to explore emergency transportation resources with them during business hours.
- Ignore the call as it is outside of business hours. (Correct answer)
- Report the client to their housing case manager for inappropriate contact.
Correct answer: Ignore the call as it is outside of business hours.
Maintaining professional boundaries is a critical ethical standard. This includes not engaging in personal, financial, or emotional relationships with clients. Providing a loan would cross this boundary. The correct action is to politely refuse while reinforcing the professional relationship and offering to assist through appropriate channels.
Question 4: Which of the following is a key requirement for maintaining the integrity and accuracy of a resource database according to AIRS Standards?
- Updating all agency records at least once every five years.
- Including only agencies that provide services free of charge.
- Having a documented inclusion/exclusion policy that is applied consistently. (Correct answer)
- Allowing any staff member to add or delete agency records without oversight.
Correct answer: Having a documented inclusion/exclusion policy that is applied consistently.
AIRS Standard 7 specifically addresses the need for a documented inclusion/exclusion policy. This policy defines what will and will not be included in the resource database and must be applied consistently to ensure the database is a reliable, unbiased, and comprehensive source of information.
Question 5: An I&R specialist is conducting a follow-up call with a client who was referred to a mental health clinic. The client states they have not yet received services. What is the specialist's ethical responsibility in this situation?
- To document that the referral was unsuccessful and close the case.
- To tell the client there are no other options available.
- To engage in further problem-solving, which may include making new or additional referrals. (Correct answer)
- To advise the client to wait longer for the original clinic to respond.
Correct answer: To engage in further problem-solving, which may include making new or additional referrals.
According to AIRS Standards, if a follow-up reveals that an individual's need has not been met, the service should engage in problem-solving and attempt new or additional appropriate referrals to support the client in obtaining the needed services.
Question 6: Under what circumstances is it ethically permissible for an I&R professional to breach client confidentiality without the client's consent?
- When a partner agency requests the client's information for their mailing list.
- When the specialist believes sharing the story would be a good case study for training.
- When there is a substantive risk to the client's or someone else's life, or when required by law. (Correct answer)
- When the client's family member calls and asks for an update on their situation.
Correct answer: When there is a substantive risk to the client's or someone else's life, or when required by law.
The AIRS Code of Ethics emphasizes safeguarding client privacy and confidentiality. However, it makes an exception in specific circumstances where there is a substantive risk of harm to the client or another person (imminent danger), or when a disclosure is mandated by law or court order (e.g., reporting suspected child abuse).
AIRS - Alliance of Information and Referral Systems Professional Ethics and Standards Questions and Answers
An I&R specialist receives a call from an individual who is frustrated with the eligibility process for a local food assistance program.
The caller states they were denied but believes they qualify.
According to AIRS Standards, which of the following is the most appropriate action for the specialist to take?