At the end of an I&R call, the Community Resource Specialist should invite the client to:

call back on this or any other matter.

Which of the following is an example of a close-ended question?

“Could you please let me know your ZIP code?”

Which of the following is an Inform USA Standard that relates to I&R service delivery?

Information and Referral/Assistance Provision

What is the prime purpose of closure in an I&R inquiry?

To summarize the referrals & encourage the person to call again if needed

What is paraphrasing?

Restating the individual’s general words back, to ensure you understand

What does prioritization involve?

Helping the client focus on the issues they find most important

Assessment includes the process of:

understanding a person’s problem.

Which of the following best describes the use of pauses as an I&R technique?

A useful tool that allows the client to think through a situation

Which of the following is an example of a good I&R greeting to encourage rapport?

“Thanks for calling your local I&R. How may I help you?”

An understanding of the feelings of others

Which of the following is the best example of closure in an I&R contact

“Thanks for calling, call us again if these referrals don’t work out"

Which of the following is a reason for a Community Resource Specialist to ask a question?

The need to know something relevant to the person’s situation

Which of the following is an example of a close-ended question?

"Have you previously applied for this program?"

If a Community Resource Specialist cannot provide an appropriate referral to a contact, how should this be handled?

Advise there is nothing available, but to work with them for alternatives.

If a service is not available for a contact, which of the following may be the best method of sharing this news?

“I am really sorry, but that service is not available.”

Which of the following parts of a database record should be checked closely when providing a referral?

The eligibility requirements of the program

What does active listening include?

A careful focus on what someone else is saying

What is an example of a good tone?

Level that is appropriate to the person’s own tone or emotional situation

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CRS PT 1 I&R Process

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Questions 22

Answers

1
According to the Inform USA Standards, most I&R interactions are:
agency-to-community
one-to-one.
one-to-many.
many-to-many.
2
At the end of an I&R call, the Community Resource Specialist should invite the client to:
call back and arrange a time for an independent consultation
participate in an in-person feedback session.
follow the agency on social media.
call back on this or any other matter.
3
Which of the following is an example of a close-ended question?
“How are you feeling today?”
“Could I get you to tell me more about your situation?”
“Could you tell me more about what is happening?”
“Could you please let me know your ZIP code?”
4
^{Which of the following is an Inform USA Standard that relates to I&R service delivery?}
Inquiry Data Provision
Inclusion Criteria
Counseling
Information and Referral/Assistance Provision
5
What is the prime purpose of closure in an I&R inquiry?
To summarize the referrals & encourage the person to call again if needed
conduct a final assessment
allow Community Resource Specialists to deal with their feelings
allow the Community Resource Specialist to get to the next call
6
What is paraphrasing?
A variation of conversation steering
A method to prioritize the individual’s situation
Restating the individual’s general words back, to ensure you understand
Ensuring that you have the legal authority to proceed with the referral
7
What does prioritization involve?
Repeating key phrases used by the contact
Ensuring the CRS knowledge and experience is followed closely
Making sure that empathy is the first consideration
Helping the client focus on the issues they find most important
8
Assessment includes the process of:
writing a full situational analysis.
understanding a person’s problem.
providing three referrals
ending a contact on a positive note.
9
Which of the following best describes the use of pauses as an I&R technique?
A useful tool that allows the client to think through a situation
Something that should always be avoided
There should be 15 seconds of pause for every two minutes of a call
A good option allowing the CRS to take a quick mental break during a call
10
^{Which of the following is an example of a good I&R greeting to encourage rapport?}
Good morning!”
“This is your local I&R. What do you want?”
“Tell me about your situation.”
“Thanks for calling your local I&R. How may I help you?”
11
What is empathy?
A feeling of genuine sorrow for the distress of others
The ability to show support for another person’s situation
The ability to see into the future
An understanding of the feelings of others
12
Which of the following is the best example of closure in an I&R contact
“Good luck; you’re going to need it!”
“It’s time to close this call. It has been a pleasure talking with you.”
“Call us anytime.”
“Thanks for calling, call us again if these referrals don’t work out"
13
Which of the following is a reason for a Community Resource Specialist to ask a question?
The need to ensure that the person is paying attention
The need to know something relevant to the person’s situation
A healthy curiosity and genuine desire to help others
The need to know everything about the person
14
Which of the following is an example of a close-ended question?
"Why do you think you've had difficulties getting a job?"
“How do you feel when he says that to you?”
“What usually happens when you go to the drop-in?”
"Have you previously applied for this program?"
15
Which of the following is an example of an I&R communication technique?
Speaking loudly to make sure you are properly heard
Minimal expectations
Minimal encouragers
Understanding the individual’s situation
16
If a Community Resource Specialist cannot provide an appropriate referral to a contact, how should this be handled?
Tell the person that there is nothing available today, try again tomorrow
Provide the person with a referral to a nearby agency, hoping for help
Advise there is nothing available, but to work with them for alternatives.
Tell the person that no help is available
17
When making contact, what is initially more important than the problem?
The opportunity for the person to speak their mind
The Community Resource Specialist’s feelings
The speed with which the problem is identified
The individual’s feelings
18
If a service is not available for a contact, which of the following may be the best method of sharing this news?
“I am really sorry, but that service is not available.”
“Are you sure that is really what you want?”
“I can’t find anything like that at the moment.”
“There’s nothing right now, but try calling back in a few weeks.”
19
Which of the following parts of a database record should be checked closely when providing a referral?
The mailing address of the agency
he URL of the agency’s website
The eligibility requirements of the program
The first name of the program coordinator
20
What does active listening include?
A careful focus on what someone else is saying
The right question to extract the right information
Thinking carefully about what you are going to say
A careful focus and attention on what you are saying
21
What is an example of a good tone?
About two octaves above the tone of the caller
Soft and low
Level that is appropriate to the person’s own tone or emotional situation
Loud and clear
22
Which of the following is a stage of the I&R process?
Empathy
I&R communication techniques
Clarification
Concern

CRS PT 1 I&R Process Flashcards | StudBud