AIRS Quality Assurance and Program Evaluation 2

Question 1

Which of the following data elements is most essential for an I&R program to collect in order to evaluate service equity?

Accepted Answer

Demographic information of clients served compared to the community population

Answer

Average call handle time by specialist

Answer

Number of database records updated per month

Answer

Supervisor approval ratings for referrals made

Question 2

In the context of AIRS accreditation, what is the primary role of a self-study report?

Accepted Answer

To allow the organization to assess its own compliance with AIRS standards before an external review

Answer

To document individual specialist certifications

Answer

To serve as the annual report to funders

Answer

To replace the need for on-site evaluation by AIRS assessors

Question 3

What distinguishes an 'output' from an 'outcome' in I&R program evaluation?

Accepted Answer

Outputs measure service volume (e.g., calls handled); outcomes measure change in client well-being or circumstances

Answer

Outputs are long-term; outcomes are short-term

Answer

Outcomes are only measurable with financial data

Answer

There is no meaningful distinction between the two terms in I&R evaluation

Question 4

A call recording review reveals that specialists are consistently failing to ask about the client's preferred language. What type of quality assurance response is most appropriate?

Accepted Answer

Document the finding and use it to inform targeted training and update the call protocol

Answer

Immediately terminate the underperforming specialists

Answer

Ignore the finding if client satisfaction scores remain high

Answer

Report the finding only to funders, not to internal management

Question 5

Which AIRS tool is designed to help I&R organizations evaluate their compliance with national standards and identify areas for organizational improvement?

Accepted Answer

The AIRS Standards and Quality Indicators self-assessment instrument

Answer

The AIRS Resource Database Template

Answer

The AIRS Taxonomy classification guide

Answer

The AIRS Crisis Intervention Protocol checklist

Question 6

When an I&R organization tracks 'first contact resolution,' what aspect of service quality is being measured?

Accepted Answer

Whether the client's issue was resolved without requiring a callback or transfer

Answer

The accuracy of the resource database on first inspection

Answer

How quickly a new specialist answers their first call

Answer

The number of referrals made during the first week of a new program

Question 7

Logic models are used in I&R program evaluation primarily to:

Accepted Answer

Link program inputs, activities, and outputs to expected outcomes, clarifying the program's theory of change

Answer

Create visual staff organizational charts

Answer

Generate statistical reports for state agencies

Answer

Determine salary structures for I&R specialists