AIRS Service Delivery 5

Question 1

Which statement best describes the I&R principle of a "no wrong door" approach?

Accepted Answer

Any inquirer who reaches the service is helped or connected to the right resource

Answer

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?

Accepted Answer

Preparing the inquirer to make a successful connection

Answer

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?

Accepted Answer

Stay calm, set clear limits, and follow agency policy for abusive contacts

Answer

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?

Accepted Answer

Connect to emergency services such as 911 or follow the agency's emergency protocol

Answer

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?

Accepted Answer

Help find an I&R service or resource that covers the inquirer's area

Answer

Connecting out-of-area inquirers to the right I&R service or resource fits the no-wrong-door principle.

AIRS - Alliance of Information and Referral Systems Certification Practice Test

AIRS - Alliance of Information and Referral Systems Certification Practice Test

AIRS Service Delivery 5