AIRS Quality Assurance and Program Evaluation 2 — Questions and Answers
Question 1: Which of the following data elements is most essential for an I&R program to collect in order to evaluate service equity?
- Average call handle time by specialist
- Demographic information of clients served compared to the community population (Correct answer)
- Number of database records updated per month
- Supervisor approval ratings for referrals made
Correct answer: Demographic information of clients served compared to the community population
Comparing demographic data of clients served to the overall community population reveals whether the I&R program is equitably reaching all segments of the community.
Question 2: In the context of AIRS accreditation, what is the primary role of a self-study report?
- To document individual specialist certifications
- To allow the organization to assess its own compliance with AIRS standards before an external review (Correct answer)
- To serve as the annual report to funders
- To replace the need for on-site evaluation by AIRS assessors
Correct answer: To allow the organization to assess its own compliance with AIRS standards before an external review
The self-study report enables an organization to systematically evaluate its own practices against AIRS standards, identifying strengths and areas for improvement before an external review.
Question 3: What distinguishes an 'output' from an 'outcome' in I&R program evaluation?
- Outputs are long-term; outcomes are short-term
- Outputs measure service volume (e.g., calls handled); outcomes measure change in client well-being or circumstances (Correct answer)
- Outcomes are only measurable with financial data
- There is no meaningful distinction between the two terms in I&R evaluation
Correct answer: Outputs measure service volume (e.g., calls handled); outcomes measure change in client well-being or circumstances
Outputs count activities or units of service (e.g., number of calls), while outcomes measure actual changes in client status, knowledge, or circumstances resulting from those services.
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?
- Immediately terminate the underperforming specialists
- Document the finding and use it to inform targeted training and update the call protocol (Correct answer)
- Ignore the finding if client satisfaction scores remain high
- Report the finding only to funders, not to internal management
Correct answer: Document the finding and use it to inform targeted training and update the call protocol
Quality assurance findings should drive continuous improvement by informing training, updating protocols, and being communicated through appropriate internal channels.
Question 5: Which AIRS tool is designed to help I&R organizations evaluate their compliance with national standards and identify areas for organizational improvement?
- The AIRS Resource Database Template
- The AIRS Standards and Quality Indicators self-assessment instrument (Correct answer)
- The AIRS Taxonomy classification guide
- The AIRS Crisis Intervention Protocol checklist
Correct answer: The AIRS Standards and Quality Indicators self-assessment instrument
The AIRS Standards and Quality Indicators self-assessment instrument is the primary tool organizations use to evaluate compliance with AIRS standards and guide quality improvement efforts.
Question 6: When an I&R organization tracks 'first contact resolution,' what aspect of service quality is being measured?
- Whether the client's issue was resolved without requiring a callback or transfer (Correct answer)
- The accuracy of the resource database on first inspection
- How quickly a new specialist answers their first call
- The number of referrals made during the first week of a new program
Correct answer: Whether the client's issue was resolved without requiring a callback or transfer
First contact resolution measures whether a client's need was fully addressed in a single interaction without requiring follow-up contacts or transfers to other staff.
Question 7: Logic models are used in I&R program evaluation primarily to:
- Create visual staff organizational charts
- Link program inputs, activities, and outputs to expected outcomes, clarifying the program's theory of change (Correct answer)
- Generate statistical reports for state agencies
- Determine salary structures for I&R specialists
Correct answer: Link program inputs, activities, and outputs to expected outcomes, clarifying the program's theory of change
Logic models visually map how program resources and activities are expected to lead to outputs and outcomes, helping organizations articulate and evaluate their theory of change.
AIRS Quality Assurance and Program Evaluation 2
Which of the following data elements is most essential for an I&R program to collect in order to evaluate service equity?