AIRS Service Delivery 2 — Questions and Answers
Question 1: An inquirer asks only for the phone number of the local food bank and clearly knows what they need. Which level of I&R service is most appropriate?
- Information provision (Correct answer)
- Case management
- Advocacy
- Crisis intervention
Correct answer: Information provision
Information provision fits inquirers who make a specific request and only need contact or service details.
Question 2: What separates a referral from simple information provision in I&R practice?
- A referral is given only to inquirers in crisis
- A referral follows an assessment of needs and links the inquirer to services that address those needs (Correct answer)
- A referral always includes a written letter to the agency
- A referral can only be made by a licensed social worker
Correct answer: A referral follows an assessment of needs and links the inquirer to services that address those needs
Referral involves assessing the inquirer's needs and then identifying suitable resources, not just handing out data.
Question 3: A caller asks about rent help but mentions in passing that their utilities are about to be shut off. What should the I&R specialist do?
- Ask the caller to call back separately about utilities
- Send the caller straight to a crisis line
- Explore the utility issue too, because assessment should uncover related unstated needs (Correct answer)
- Give only the rent referral, since that was the request
Correct answer: Explore the utility issue too, because assessment should uncover related unstated needs
A thorough assessment identifies connected needs the inquirer may not ask about directly.
Question 4: Which practice best supports inquirer empowerment during a referral?
- Holding back eligibility details so the inquirer won't be discouraged
- Choosing one agency and telling the inquirer to go there
- Calling every agency for the inquirer no matter what they can do
- Giving the inquirer several appropriate options and helping them choose (Correct answer)
Correct answer: Giving the inquirer several appropriate options and helping them choose
Empowerment means building the inquirer's ability to make informed choices and act for themselves.
Question 5: How many referral options do I&R best practices generally recommend offering when they are available?
- Usually up to three appropriate options (Correct answer)
- Every agency in the database
- Exactly one, to avoid confusion
- At least ten, to guarantee a match
Correct answer: Usually up to three appropriate options
Offering a few well-matched options, often up to three, gives the inquirer choice without overwhelming them.
Question 6: An elderly inquirer with limited hearing struggles to write down agency information. Which response best fits the situation?
- Tell the inquirer to ask a relative to call instead
- Offer to make a warm transfer or a three-way call to the agency (Correct answer)
- Give the numbers once and end the call
- Speak faster so the call ends sooner
Correct answer: Offer to make a warm transfer or a three-way call to the agency
When an inquirer has limited ability to follow through alone, the specialist should give more direct help, such as a warm transfer.
Question 7: What is the main purpose of follow-up in I&R service delivery?
- To sell additional services to the inquirer
- To close the case record more quickly
- To check whether the inquirer's needs were met and whether the referrals worked (Correct answer)
- To confirm the inquirer's immigration status
Correct answer: To check whether the inquirer's needs were met and whether the referrals worked
Follow-up confirms outcomes, catches barriers, and improves the quality of the resource database.
