Janna Shoe, LBSW CIRS
United Way of Greater Houston
2-1-1 Texas/United Way HELPLNE
TAIRS Conference
October 22, 2013
Workshop Objectives
 Understand how AIRS Standards and
Quality Indicators for Professional
Information & Referral. (Version 7.0, Revised
March 2013) serve as important foundation
for I&R services.
 Learn about Quality Indicators for I&R.
Basic Principles of I&R
Also known as the I&R Bill of Rights:
 Maintains accurate, comprehensive, unbiased
information about the health and human
services available in their community.
 Provides confidential and/or anonymous
access to information.
 Provides assessment and assistance based on
the inquirer’s need(s).
Basic Principles cont.
 Provides barrier-free access to information.
 Recognizes the inquirer’s right to selfdetermination.
 Provides an appropriate level of support in
obtaining services.
 Ensures that inquirers are empowered to the
extent possible.
 Ensures that inquirers have the opportunity to
access the most appropriate I&R service
available in the system.
Purpose of
AIRS Standards
 Establish reference points that define
expected practices within the field and
guidelines that communities can use when
they develop an I&R program to meet the
needs of their people.
 The Standards are the foundation for AIRS
Accreditation and provide organizational
context for professional certification: CIRS,
CIRS-A, or CRS
I&R Services
 Nearly every health and human services organization
performs some I&R.
 Whenever a client is referred to another service,
that’s I&R.
 And these “non-I&R” organizations generally use I&R
products such as directories and websites to get their
information on what programs are available in the
community.
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I&R Service
I&R System
2-1-1
ADRCs
Area Agencies on Aging
Child care R&R
City, county and state
Crisis Services
For-profits
Libraries
Military, Family Services
Voluntary Action Centers
United Ways
There are often different
types of I&R services within
a particular area (for
example, a large regional
service and a smaller
neighborhood service, or a
comprehensive service
serving everyone and a
specialized service
providing extra support to a
particular group or a
number of agencies that
between them serve an
entire state or province).
Role of I&R
 Assessment
 Information giving
 Referral giving
 Advocacy
 Crisis Intervention
 Follow up
 Resource Database
 Data Collection, Analysis, Reporting
 Cooperative Program Development
 Community Outreach
 Emergency Preparedness & Disaster
Response
AIRS Standards and
Quality Indicators
Six areas of the standards:
 Standard I:
 Standard II:
 Standard III:
 Standard IV:
 Standard V:
 Standard VI:
Service Delivery
Resource Database
Reports and Measures
Cooperative Relationships
Disaster Preparedness
Organizational Effectiveness
I&R Matching Exercise
Example listed on cardMatch with
the appropriate
AIRS Standard
I. Service Delivery
Standard 1: Assessment and Referral Provision
 I&R service conducts an assessment in which the
inquirer has one-to-one interaction with an I&R
specialist.
 Quality Indicators: I&R service ensures thorough training
and supervision has been completed for I&R specialists.
 Examples: Identify themselves/agency, establish rapport,
professional, appropriate tone, explore resources;
obtain demographics, encourage call back.
l. Service Delivery
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Barrier Free Access
Applicable Technology
Staffing structure
Coordination for 24hr
service
• High quality experience
• Core Telephone Service
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No Cost
Privacy/Confidentiality
Release of Information
Assess Caller Risk
Permission
Challenging Inquirers
Complaint Process
l. Service Delivery
Standard 2: Information Provision
 The I&R service provides information to an inquirer in
response to a direct request for such information.
 Response can range from limited information to a
detailed description of community service systems.
 Quality indicators: description of intake; agency
policies/procedures; active listening skills, accurate
information, encourages re-contact, recording nature of
call; met or unmet needs.
Discussion Question
What are some examples of
telecommunications or
applicable technology I&R uses
for service delivery?
l. Service Delivery
Standard 3: Methods of Access to Community Resource
Information
 I&R provides community resource information in
variety of ways.
Quality indicators: access by telephone; Email, IM,
text/SMS, etc, makes all or part of database available
online at no cost; compile and distribute directory (print
or electronic); menu-driven recorded voice info;
community kiosks.
l. Service Delivery
Standard 4: Inquirer Advocacy
 I&R service offers advocacy, when necessary, to
ensure people receive benefits and services for which
they are eligible.
 Quality Indicators:
Advocacy policy; intervention when needed; additional
calls on inquirer’s behalf; referral to advocacy
organizations; records advocacy efforts.
l. Service Delivery
Standard 5: Crisis Intervention
 I&R service is prepared to assess and meet
immediate, short-term needs of inquirers
experiencing crisis.
 Quality Indicators: Written crisis intervention
polices/procedures; protocols for specific types of
emergencies; lethality risk assessment tool; prearranged agreement with formal crisis intervention
service; training for skills; reporting mandates;
l. Service Delivery
Process for endangerment situations; rescue services
including 911; connection to formal crisis intervention
services; records crisis intervention provided.
Intervention skills:
1. De-escalate and stabilize individual; help remain
calm.
2. Help inquirer talk about and work through feelings
as part of the assessment and problem-solving
stages.
3. Keep inquirer on the telephone pending referral or
rescue.
I. Service Delivery
Standard 6: Follow - Up
 I&R service has a policy that addresses conditions under
which follow-up must be conducted.
Quality indicators:
 Conducted with permission of inquirer; conditions for
follow-up:
 Vulnerable households without A/C in summer or heat in
winter
 Older adults having trouble expressing needs
 Families with young children needing food
 Individuals with disabilities who’ve received eviction order
 People with no health insurance who need health care
 Individuals needing emergency shelter or detox services
I. Service Delivery
 Follow-up consists of successful contact; finds out if need
was met or unmet; generally done 1-3 days after original
inquiry of endangerment situations and 7-14 days in other
situations.
 I&R service determines if need has been met or additional
referrals are needed.
 I&R service documents the follow-up results for use in
reports.
 Information gathered during follow-up relating to incorrect
information in resource database is submitted to resource
specialist for verification or correction.
 Follow-up process evaluates effectiveness of existing
community service providers/or identifies gaps in
community services.
II. Resource Database
Standard requires I&R service develop, maintain, use and
disseminate an accurate, up-to-date resource database.
Standard 7: Inclusion/Exclusion Criteria
Quality Indicators: Uniform criteria published for staff and
public; written policy describes inclusion/exclusion criteria;
1. Addresses human service needs of all groups
2. Includes government, non-profit, relevant for-profit orgs
3. May include support groups
4. Addresses needs of target populations
5. Includes political cause and issue-oriented action groups
6. Reviewed at minimum every two years
7. Publishes service charge fee for inclusion
II. Resource Database
Standard 8: Data Elements
Resource database contains standardized information
about orgs that meet criteria for inclusion, services
provided and locations (sites) where services
available.
Quality indicators: Required vs. Recommended data
elements; Additional Sites (Locations/Branches);
Service/Service Group and Service Site(s)
II. Resource Database
Standard 9: Classification System/Taxonomy
 I&R service uses the AIRS/211 LA County Taxonomy of
Human Services to index and facilitate retrieval or resource
information.
Quality indicators:
1. Current Taxonomy License.
2. Customizes Taxonomy to adapt to community.
3. Customization is reviewed annually.
4. Local modifications are reported to AIRS/211 La County
Taxonomy editor.
5. Structure and contents respond to meet service changes.
6. Uses I&R software that supports Taxonomy.
II. Resource Database
Standard 10: Content Management and Indexing
I&R ensures through training, database management procedures
and supervision that resource specialists organize information
about orgs into database records that accurately and concisely
reflect the agency, its locations and services/programs; index
the services using AIRS/211 LA County Taxonomy of Human
Services in accordance with recognized and consistent
practices..
Quality indicators: Software, staffing to maintain database,
training and supervision; understanding of human service
delivery system, style guide, rules, well-written, concise
narrative, indexing, community needs analysis, proof-read and
eliminate grammatical errors.
II. Resource Database
Standard 11: Database Search Methods
Information in resource database will be accessible in ways
that support the I&R process including search and retrieval
by org, site and program name/type of service available.
Quality indicators: searchable by related AKAs; area served;
target population. I&R service has considered types of
filters that may be relevant in their community and permits
searches using those parameters (age, etc).
II. Resource Database
Standard 12: Database Maintenance
I&R service has procedures to ensure information in database
is accurate and complete.
Quality indicators:
1.
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Standardized profiles or “survey”
Documented process to update resources annually
Procedures in place for integrating interim changes
Procedure for identifying new resources
Acquire information for new database records
Verification procedures
Alternative update methods/non-response
Provides updates to staff on changes
Written statement on right to edit information
III. Reports and Measures
Delivery of I&R services generate valuable
information about the problems/needs of a
community and availability of resources to meet
those needs.
Standard 13: Inquirer Data Collection
I&R service establishes and uses a secure,
computerized system for collecting and organizing
data that facilitates appropriate referrals, and
provides basis for describing requests for service and
unmet needs, identifying service gaps/overlaps, needs
assessment, developing products and expansion of
resource database.
III. Reports and Measures
Standard 13 Quality Indicators:
Maintains documentation for all inquirers.
Data collected is based on I&R agency policy, local, state and or
national requirements.
Data collected facilitates analyses to support:
1. Human service needs of inquirers
2. Community needs assessment
3. Community planning
4. Allocation of funding
5. Research
III. Reports and Measures
Standard 13: Quality Indicators
Data collection provides information to identify:
 Service requests
 Met/Unmet needs (original contact/follow up and customer
satisfaction surveys)
 Trends in community service provisions and/or gaps in service
 Total # of incoming contacts/inquiries by phone recorded by
phone system and answered by I&R specialist.
 Transaction call or non-transaction calls
 Total # of I&R contacts/inquiries from other sources*
 Total # and types of problems/needs
 Geographic and demographic profiles
 Organization discussed during course of inquiry or referrals
made
III. Reports and Measures
*Total # of I&R contacts/inquiries addressing problems
or needs include:
• Transaction calls
• Face-to-face contacts (walk-ins or I&R interactions in
other settings such as community facilities)
• Email contacts
• Voicemail contact responses
• Instant Message (IM) contacts
• Text/SMS messaging contacts
• Online chat contacts
• Video relay/chat contacts
• Regular mail contacts
III. Reports and Measures
Standard 13 Quality Indicators: Collects information about other
types of I&R activities, but those figures should not be added to
the contact/inquiry total.
Examples:
o Website visitor activity (total visits, unique visitors, individual
page visits).
o People accessing recorded information.
o Social Media postings.
o Outreach presentations.
o Brochures and/or other publications distributed.
o Outgoing advocacy calls.
o Outgoing customer satisfaction/quality assurance calls.
o Outgoing follow-up calls.
o Outgoing calls to verify resource information.
o Community problems/needs reporting.
III. Reports and Measures
Standard 14: Inquirer Data Analsysis and Reporting
I&R service has a reporting tool and uses inquirer data
and/or data from resource database to support
community planning activities.
Quality indicators:
List data elements your I&R service
reports should or already include.
IV. Cooperative Relationships
I&R service must work collaboratively with other I&R
services at local, regional, state and national levels while
participating in broader service delivery system in their
community.
Standard 15: Cooperative Relationships Within the I&R
System
Comprehensive and specialized I&R providers develop
cooperative working relationships to build a coordinated
I&R system that ensures broad access to I&R maximizing
utilization of existing I&R resources, avoids duplication
and encourages seamless access to community resource
information.
IV. Cooperative Relationships
Quality indicators:
o Participates in ongoing cooperative program planning and
development activities
o Participates in shared policies,
o Avoids duplication efforts; encourages integration
o Database collaboratives or partnerships
o Identify changing community needs/respond timely
o Community-wide data collection, analysis, reporting
o Maximize resources to I&R system as a whole
o Communicate with other I&R services regarding
promotional efforts
IV. Cooperative Relationships
Standard 16: Cooperative Relationships With Service
Providers
I&R service strives to develop cooperative working
relationships with local human service providers to build
an integrated service delivery system.
Quality indicators: Explores opportunities for joint service
delivery, address issues that have critical impact on
community; encourages collaborating service providers
to participate in community-wide data collection,
analysis and reporting activities.
Discussion Question
Name an agency or
organization that an I&R
service may participate with
to address community wide
issue(s).
VI. Disaster Preparedness
Describe requirements an I&R service must meet in order to
connect people to critical resources in times of disaster.
Standard 17: Emergency Operations/Business Contingency
Plan
Written disaster plan specifically addresses incident common
to the area, but also prepares for emergencies in general.
 Two components:
1. Emergency Operations component defines what
constitutes a disaster as well as organizations’ disaster
response expectations, internally and from view of
stakeholders. Describes steps the organization needs to
take to meet community’s needs in aftermath of an event.
VI. Disaster Preparedness
2. A Continuity of Operations Plan (COOP) component that
references emergency preparedness and mitigation
activities such as structural alterations and changes in
business continuity; and delineates steps to be taken
before, during, and after an emergency to prevent or
minimize business interruption and ensure long-term
recovery.
VI. Disaster Preparedness
Standard 17: Quality Indicators:
 Policies and procedures ensure organizations mission-essential functions
are continued.
 Personnel coordination:
1. Designation of key staff.
2. Delegations of authority.
3. Order of succession.
4. Notification of personnel during duty and non-duty hours.
 Designation of mission-essential functions.
 Designation of alternative facilities.
 Continuity of communications among staff before, during and after.
 Securing vital records and databases.
 Plans for reconstitution and termination of plan.
VI. Disaster Preparedness
Standard 17: Quality Indicators:
 Written procedures address specific types of emergencies including power
outages, fires, medical emergencies, bomb threats, radiological threats,
workplace violence, and other incidences. Procedures to contact
emergency personnel.
 Written procedure for emergency evacuation of the facility following a
disaster. Designates exits, assembly area, damage assessment, instructions
for shutting off gas, electricity and water.
 Documents designated leadership roles/responsibilities of managers and
staff before, during, and aftermath.
 Maintains service delivery during and after emergency; relocation;
alternate modes of service delivery; alternate sites.
 Ensures facility has capability of handling to increased needs.
 Performs periodic drills and practice emergency procedures.
 Supports staff emergency plans for home and families.
VI. Disaster Preparedness
Standard 18: Formal Relationships with Government and Private
Sector Emergency Operations and Relief Agencies
Participate in ongoing cooperative disaster response planning
in community and establish relationships to become
recognized as integral part of community’s plan.
Quality indicators: understands command and control structure
within their jurisdiction, own role and other organizations,
relief and recovery phases of disaster; obtains NIMS (National
Incident Management System) certification; VOAD
agreements; community meetings addressing plans for disaster
preparedness, mitigation, response, relief, and recovery.
VI. Disaster Preparedness
Standard 19: Disaster Resources
Service develops, maintains and/or uses accurate up-to-date
computerized resource database containing information on
available community resources in times of disaster.
Quality indicators:
1. Resource database includes information on organizations
with formal role in emergency response.
2. Adds information about organizations that have no formal
role but emerge in context of particular disaster.
3. Monitors social media and mass media to keep abreast of
information of new resources and changing situations.
4. Streamlined verification process to ensure data validation.
5. Disseminates disaster-related information in community.
VI. Disaster Preparedness
Standard 20: Disaster-Related I&R Service Delivery
I&R service provides information and referral services to the
community during and following a disaster or emergency.
Quality Indicators:
 Adequate staffing
 Mutual assistance
 Off-site location assistance
 Effective Skills
 Government response system
 Disaster Stress-Debriefing
VI. Disaster Preparedness
Standard 21: Disaster-Related Inquirer Data Collection/Reports
I&R service tracks inquirer requests for service and referrals;
collects demographic info and is prepared to produce
reports regarding requests for disaster-related services and
referral activity.
Quality indicators: Collects and organizes inquirer data;
describe requests for disaster-related services; identify gaps
or overlaps; timely reports; produces an after-action report
(AAR) documenting activities of agency focusing on worked
well and what needs to be improved through revisions of
agency’s disaster plan and/or additional staff training.
VI. Disaster Preparedness
Standard 22: Disaster Related Technology Requirements
I&R service has technology in place that facilitates ability of org
to maintain service delivery during times of disaster or a
localized emergency.
Quality indicators:
1. Regular and emergency methods of electronic
communication. After hours contacts and pre- or postdisaster communication. IM, text/SMS, satellite phones or
mobile devices.
2. Relationship with telephone provider, Internet Service
Provider (ISP), Web service hosting vendor, I&R software
vendor-ensure high priority for continued services.
VI. Disaster Preparedness
Standard 22: Quality Indicators:
3. Ability to reroute calls to another location.; MOU with out of
region I&R service.
4. Access resource database via Internet, stand-alone single user
copy on laptop, directory or other print version.
5. Conducted risk assessment of facility identifying equipment,
connections and other vulnerable resources.
6. Has Uninterruptable Power Supply (UPS) on critical systems.
7. Emergency generator or other power back-up.
8. Back up systems for telephones, PBX/ACD. Multiple T1 lines.
9. Reprogram its phone lines and data network remotely.
VI. Disaster Preparedness
Standard 23: Disaster Training and Exercise
I&R service trains staff on emergency operations and business
expectations upon hiring and provides ongoing training at
least annually. Participates in community disaster exercises to
its emergency ops plan.
Quality indicators: General staff training; specific types of
disasters common to area; in-house disaster plan; skills set
required to meet needs of people; volunteer surge plan.
The most important thing to remember during
a disaster is the basic training of I&R.
V. Organizational Requirements
Describe the governance and administrative structure
an I&R service needs in order to carry out its mission.
Standard 24: Governance
Has a governing body (Board of Directors) that is
constituted according to laws of its state.
V. Organizational Requirements
Standard 24: Quality Indicators:
1. Mission statement
2. Organizational policies
3. Public policy- participates in own community and state,
national organizations that seek to further goals of I&R.
4. System advocacy- supports changes in community.
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Letter writing campaigns/ Visits to political representatives
Testimony at public hearings
Mobilization of concerned members of public
Coalitions or association work/Holding press conferences
Writing and disseminating issue-oriented social media
Writing articles or letters to local newspapers
Offering interviews to local radio and television stations.
Offering services as knowledgeable public speaker.
V. Organizational Requirements
Standard 24: Quality Indicators:
5. Complaints Process
6. Code of Ethics
7. Nondiscrimination statement
8. Insurance coverage
9. Finance
10. Facilities
V. Organizational Requirements
Standard 25: Technology
I&R service uses technology that improves access to
information and enhances ability to serve inquiriers.
Quality indicators: evaluates new methods of access and
advances; reviews how inquirers access information;
allows for identifying collection; right to privacy; backup
policies safeguard critical data systems; annual exercise;
professional expertise; update plan.
V. Organizational Requirements
Standard 26: Personnel Administration
I&R service provides framework and mechanisms for program
and personnel administration that guarantee the continuity
and consistency required for effective service delivery.
Quality indicators:
1.
Recruits and hires service and administrative staff who are competent,
ethical, and qualified.
2. Current organizational chart defines level of authority.
3. Job descriptions written and up-to-date
4. Broad job listing; objective measures for interviewing and screening
evaluating candidates.
5. Succession Planning for future changes in leadership.
6. Program Development and Administration
7. Staff supervision
V. Organizational Requirements
I&R Specialists
Resource Specialists
 Call Monitoring/Remote Listening  Resource Department
 Mentoring/Coaching
Metrics
 Call Management System
 Database Review
Reports, Measures and Metrics; *
 I&R Specialist
 Schedule adherence
Feedback
 Case examples
 Complaints and Commendations.
V. Organizational Requirements
 Call Management System Reports,
Measures and Metrics
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Calls received.
Calls answered.
Calls abandoned.
Service level.
Average speed of answer (ASA).
Average abandonment time.
Average call handling time.
Occupancy rates.
V. Organizational Requirements
Standard 27: Staff Training
I&R service makes training available to employees and
volunteers.
Quality indicators: Pre-determined written goals;
curriculum objectives; orientation for new employees;
I&R specialists receive pre-service, OJTB-increasing
level of responsibility; in-service training to refine and
update skills;
Resource staff receives overview of local community
service delivery system; including inclusion/exclusion
criteria, Taxonomy, indexing, maintenance
procedures, use of I&R software, specialized training.
V. Organizational Requirements
Standard 27: Quality Indicators
 Content of staff training program is consistent with the
ABCs Of I&R published by AIRS.
 AIRS Competencies from CIRS, CIRS-A, CRS certification
programs used as training objectives.
 Training program responsive to diverse learning styles.
 Trainees evaluated using objective (written tests) and
subjective (observation) measures and demonstrate
minimum level of competency.
 Continual evaluation of training program effectiveness.
 I&R specialists and resource specialists seek professional
certification through recognized program.
V. Organizational Requirements
Standard 28: Promotion and Outreach
I&R service establishes and maintains a program that
increases public awareness of I&R services, their
objectives, and their value to the community.
Quality indicators: Written outreach plan with
methodology to publicize agency’s services to targeted
population; identifies resources; publicizes to special
need groups in community; encourages other
community services to promote and use I&R resources;
evaluates efficiency and effectiveness; serves as
resource to other orgs; offers technical
assistance/training; communicate regularly with service
providers/officials/planning for community
activities/resource fairs.
V. Organizational Requirements
 Standard 29: Program Evaluation and Quality Assurance
I&R has ability to assess the quality and effectiveness of all
aspects of its operation including service delivery, resource
database, reports and measures, cooperative
relationships, disaster preparedness, and organizational
structure.
Quality indicators:
1. Process for examining its viability as organization;
effectiveness of its services.
2. Supports management information needs, has method of
tracking call volume, ASA, abandoned calls, average call
handling time, and incoming call patterns.
3. Creates internal reports to assess effectiveness, decisionmaking, accountability, goals, and strategic planning.
V. Organizational Requirements
 Standard 29: Quality indicators:
4. Conducts annual evaluation of I&R activities.
 Formulate service goals
 Review accomplishments, outcomes, adjustments
 Structure evaluation to measure effectiveness and cost-efficiency of
I&R service, impact on people served (outcomes).
5. Conducts regular customer-satisfaction/quality assurance surveys;
specified percentage to assess overall service performance and
outcomes.*
6. Involves inquirers, service providers and other reps in community in
evaluation process; modifies program in response to evaluation
outcomes.
7. Strives to become accredited by nationally recognized body and
maintains its standing when renewal is required.
V. Organizational Requirements
 Customer Satisfaction Surveys
 Was the I&R service polite and helpful?
 Did inquirers feel like they were listened to?
 Did inquirers receive a choice of referrals where
appropriate?
 Would the inquirer contact the I&R service again?
 Would the inquirer recommend the I&R service to
family and friends?
V. Organizational Requirements
 Service Outcome Questions
 Did inquirers follow through and contact the referrals
provided?
 Was the information about those referrals accurate?
 As a result of the referrals, did inquirers get the help
they needed?
 If not, why not? Reasons include:
1. The referral was inaccurate
2. There wasn’t enough information for proper
eligibility assessment
3. The waiting list was too lengthy
4. The service was too expensive
5. There were transportation issues, etc.
End of Standards Review
I&R Communication Techniques
Effective communication techniques are used
throughout the I&R process.
Sometimes the difference between the techniques is hard to define in
a real conversation but their spirit reflects the essence of I&R.
I&R Communication Techniques
 An I&R Specialist or an I&R/A Specialist may
answer 100 calls in a busy day. Each of those
calls is usually the most important call of the day
for the person who makes it.
 It often takes a lot of courage to make a simple
call for help.
 The ability to communicate with all types of
people in all types of situations is one of the
primary strengths needed by an I&R Specialist.
I&R Communication Techniques
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Active Listening
Minimal Encouragers
Reflection
Prioritizing
Focus on Feelings
Empathy
Support
Tone
Personable Approach
Simplicity
Effective Pauses
Steering
Stages of the I&R Process
The I&R process can be separated into at least 5 basic
stages:
1. Opening the call (contact) and establishing a rapport
(connection)
2. Assessment of situation
3. Clarification to ensure an understanding of the
situation
4. Providing appropriate information and/or referrals
5. Closing the call
The 3 “Cs” Process
CONTACT
The initial part of the interaction where the objective is
to establish the trust and confidence of the client
before beginning the assessment.
CLARIFICATION
Occurs after the assessment and involves ensuring that
you understand the client’s situation in order to provide
appropriate referrals.
CLOSURE
Represents the final part of the call, making sure that
the client understands the referrals and is comfortable
calling back if more help is needed.
Stage 1. Contact
In the early stages of a conversation, how a person
feels is often more important than the problem
itself.
 Your first words are a greeting. And that greeting
should be warm, friendly and encouraging.
 This does not mean “upbeat and enthusiastic.”
 The greeting for an I&R service should be different
from the greeting of a fast food restaurant.
Stage 2. Assessment
 People contact an I&R service because they need help
getting the information they need to help themselves.
 They have a reason for contacting the I&R service and they are
the ones initiating the inquiry. Your job during the assessment is
to find that reason – which is often not as easy as it sounds.
Stage 3. Clarification
 PARAPHRASING
 The main technique that an I&R Specialist uses to
achieve clarification is through paraphrasing (or
restating) the essence of what the client has told you.
 This does two things — it lets the client know that you
have been listening and it ensures that you have
properly understood the reason for their call.
Stage 4. Information & Referral
Giving
 Once the assessment has been completed, it is time to
provide the requested information and/or referral(s).
Even after you clarify the needs of the client, it is
important to continue active listening.
Communication should not stop just because the need seems to
have been identified and confirmed. In order to provide
appropriate information or make good referrals, you must know
the basic structure of the services available in the community and
be able to properly search the resource database.
Stage 5. Closure
 Closure occurs after contact has been made, an
assessment conducted, the situation clarified, and the
referrals provided.
 This final stage provides an opportunity to summarize
and restate to the client what has occurred during the
I&R process.
Summary
Recommendation
Caller Assessment The AIRS Standards
Way —
Sandra Ray, MS, CIRS - United Way of Greater Houston
(2-1-1 Texas/United Way Helpline Program) —
Did you know that AIRS has a definition for assessment? If you
didn’t, then this workshop is for you! We’ll discuss not only the
AIRS definition, but how to view the various components of
the assessment in light of the caller’s individual situation. Be
prepared to apply those new skills in a small group activity.
Questions? Ideas? Ahas?
Affiliate Information
TAIRS (Texas Alliance of Information & Referral Services) State Affiliate
Matt Yell, 2013 TAIRS President
North Texas Area United Way
1105 Holliday Street
Wichita Falls, Texas 76301
(940) 322-8643
email: myell@ntauw.org
www.tairs.org
AIRS (Alliance of Information & Referral Systems) National Affiliate
11240 Waples Mill Road, Suite 200
Fairfax, Virginia 22030
(703) 218-AIRS (2477)
e-mail: info@ airs.org
www.airs.org
Thank You!
Janna Shoe, LBSW CIRS
United Way of Greater Houston
2-1-1 Texas/United Way HELPLINE Outreach Coordinator
c/o Coastal Bend Office
3714 Topeka St.
Corpus Christi TX 78411
(361) 742-5891 wk
jshoe@unitedwayhouston.org