AIRS Service Delivery 5 — Questions and Answers
Question 1: Which statement best describes the I&R principle of a "no wrong door" approach?
- Inquirers must contact the correct agency directly
- Any inquirer who reaches the service is helped or connected to the right resource (Correct answer)
- Only inquirers with appointments may be served
- The service handles only one type of need
Correct answer: Any inquirer who reaches the service is helped or connected to the right resource
The I&R system aims to make sure anyone who reaches out gets help finding the right resource.
Question 2: A specialist gives an inquirer an agency's details and adds, "Ask for the intake department and bring proof of address." What is this practice called?
- Crisis de-escalation
- Advocacy
- Preparing the inquirer to make a successful connection (Correct answer)
- Data verification
Correct answer: Preparing the inquirer to make a successful connection
Telling the inquirer about documents and steps ahead of time raises the chance the referral succeeds.
Question 3: An inquirer becomes verbally abusive. What is the most appropriate first response?
- Respond in the same tone
- Promise them whatever service they demand
- Hang up without warning
- Stay calm, set clear limits, and follow agency policy for abusive contacts (Correct answer)
Correct answer: Stay calm, set clear limits, and follow agency policy for abusive contacts
Professional boundaries and agency protocols protect both staff and service quality.
Question 4: What is the first thing a specialist should do when a call involves an immediate threat to someone's life?
- Connect to emergency services such as 911 or follow the agency's emergency protocol (Correct answer)
- Complete the full needs assessment
- Schedule a follow-up call
- Search the database for long-term resources
Correct answer: Connect to emergency services such as 911 or follow the agency's emergency protocol
An immediate danger to life calls for emergency response before anything else.
Question 5: An inquirer's needs are clearly outside the I&R agency's service area. What should the specialist do?
- Tell the inquirer the agency can't help and end the call
- Help find an I&R service or resource that covers the inquirer's area (Correct answer)
- Make up local resources
- Refer them to a local agency anyway
Correct answer: Help find an I&R service or resource that covers the inquirer's area
Connecting out-of-area inquirers to the right I&R service or resource fits the no-wrong-door principle.
Question 6: What is a key reason to keep documentation of each contact accurate and timely?
- It lets specialists skip assessment on later calls
- It replaces the need for a resource database
- It supports continuity of service, follow-up, and reliable reporting (Correct answer)
- It is needed to bill inquirers
Correct answer: It supports continuity of service, follow-up, and reliable reporting
Accurate records support follow-up, quality assurance, and data reporting.
Question 7: An inquirer has already been turned away by an agency they are eligible for. What I&R service fits best?
- Closing the call as resolved
- Telling the inquirer to try again next month
- Information provision only
- Advocacy to help resolve the barrier with the agency (Correct answer)
Correct answer: Advocacy to help resolve the barrier with the agency
When an eligible inquirer meets a barrier, advocacy helps them get the service they qualify for.
AIRS Service Delivery 5
Which statement best describes the I&R principle of a "no wrong door" approach?