AIRS - Alliance of Information and Referral Systems Crisis Intervention Strategies Questions and Answers

Question 1

An I&R specialist receives a call from an individual who is audibly distressed and mentions feeling hopeless after a recent job loss. According to the principles of Psychological First Aid (PFA), what is the MOST appropriate initial response?

Accepted Answer

Establish a human connection, listen non-intrusively, and provide emotional comfort.

Answer

Psychological First Aid (PFA) prioritizes establishing a compassionate human connection as the first step. The goal is to reduce initial distress and enhance safety by calming and comforting the individual before moving to problem-solving or assessment. Offering comfort and listening actively helps to build rapport and stabilize the person in crisis, making subsequent assistance more effective.

Question 2

During a call, an individual makes a vague statement about 'ending it all.' Which of the following is the best practice for an I&R specialist in assessing the level of suicide risk?

Accepted Answer

Ask direct questions about suicidal thoughts, plans, and access to means.

Answer

Best practices for suicide risk assessment, such as those outlined by the National Suicide Prevention Lifeline, mandate asking direct questions to determine the level of risk. This includes inquiring about suicidal ideation (thoughts), intent, plans, and access to means. Avoiding the topic or waiting for the caller to elaborate can be dangerous and is a missed opportunity to intervene.

Question 3

A caller is extremely angry and yelling about being denied a service by another agency. Which de-escalation technique is most likely to be effective in this situation?

Accepted Answer

Using active listening skills to validate their feelings and allow them to vent.

Answer

Active listening is a core de-escalation technique. Allowing the caller to express their frustration without interruption, and then validating their emotions (e.g., "I can hear how frustrating that must have been"), helps the person feel heard and understood. This reduces emotional intensity and creates an opportunity to move toward problem-solving. Matching their volume or justifying the other agency's actions would likely escalate the situation further.

Question 4

According to the AIRS Standards, if an I&R service does not provide formal crisis intervention, what is required?

Accepted Answer

The service must have a pre-arranged agreement and documented protocol with a crisis center.

Answer

Standard 3 of the AIRS Standards and Quality Indicators for Professional Information and Referral explicitly states that if an I&R service does not provide its own crisis intervention, it must have a formal agreement and a clear, documented procedure for transferring callers to an appropriate crisis center.

Question 5

An I&R specialist is on a call with someone who is at imminent risk of self-harm, has a plan, and the means to carry it out, but refuses to consent to help. The specialist believes intervention is necessary to save their life. This type of intervention is known as:

Accepted Answer

Active rescue or involuntary intervention

Answer

When a caller is at imminent risk and is unwilling or unable to take steps to secure their own safety, actions taken by the specialist on their behalf, such as involving emergency services (911), are referred to as an active rescue or involuntary intervention. This is considered a last resort when less invasive methods have failed and there is a high likelihood of serious harm or death.

AIRS - Alliance of Information and Referral Systems Certification Practice Test

AIRS - Alliance of Information and Referral Systems Certification Practice Test

AIRS - Alliance of Information and Referral Systems Crisis Intervention Strategies Questions and Answers