Practice Test Inform USA

Which of the following is the best way to find out if someone is considering taking their own life? a. "Are you thinking of suicide?" b. "Are you thinking of hurting yourself?" c. "Are you thinking of doing something that you may not live to regret later?" d. "Are you considering committing the ultimate sin?"

a. "Are you thinking of suicide?"

Which of the following most accurately describes the operating hours of most food pantries? a. 1-3 days a week for a few hours at a time b. Monday to Friday from roughly 9am to 5pm c. 24/7 d. According to client needs

a. 1-3 days a week for a few hours at a time

Which of the following is an immediate crisis that may have an element of endangerment? a. A woman wants to go to a shelter to escape a violent situation b. A family has just received an eviction notice c. An emotional client is concerned about the possible addiction of a family member d. A recently bereaved older adult is feeling lonely and depressed

a. A woman wants to go to a shelter to escape a violent situation

Which of the following is a reason for an unsuccessful referral? a. Client did not meet the program's eligibility criteria b. Client became too busy with other things to contact the agency c. Before contacting the referral agency, the client decided that it wasn't what was needed after all d. Client received the needed help at the agency referred to

a. Client did not meet the program's eligibility criteria

Which of the following is generally recognized as a service provided by an I&R? a. Crisis intervention b. Crisis management c. Medical referrals d. Medical intervention

a. Crisis intervention

Which of the following is an AIRS Standard that relates to I&R service delivery? a. Information, Assessment and Referral Provision b. Inquiry Data Provision c. Inclusion/Exclusion Criteria d. Counseling

a. Information, Assessment and Referral Provision

Which of the following best describes stress? a. It is an unavoidable part of life b. It should never happen c. It can never be alleviated d. It is something that should be celebrated as it proves you care about things that matter

a. It is an unavoidable part of life

How does stress affect the quality of customer service being provided by a Community Resource Specialist? a. It results in inferior service. Stressed staff do not perform well b. It results in improved service because staff have an adrenalin edge c. It has neither a positive or a negative impact d. It varies depending on the individual

a. It results in inferior service. Stressed staff do not perform well

What is an example of the type of life crisis that anyone might probably experience at some time? a. Loss of a job b. Serious feelings of suicide c. Being a victim of violence d. Psychotic disorder

a. Loss of a job

Which of the following is an example of an I&R communication technique? a. Minimal encouragers b. Speaking loudly to make sure you are properly heard c. Minimal expectations d. Understanding the client's situation

a. Minimal encouragers

Which of the following is the best description of "neutrality" within the context of I&R? a. Non-political and non-judgmental b. Not being aligned with other human services organizations c. Serving both genders d. Not letting emotions about situations facing clients get in the way of providing quality service

a. Non-political and non-judgmental

What should be provided to I&R staff after the disaster response is over? a. Professional debriefing b. A meeting to prepare for the recovery stage c. A brief session on stress management d. A minimum of one week's vacation

a. Professional debriefing

Which of the following best describes empowerment? a. Self-help b. Helplessness c. Receiving help d. Advocacy

a. Self-help

If a Community Resource Specialist cannot provide an appropriate referral to a client, how should this be handled? a. Tell the client there is nothing available to meet their needs but to work with the individual on some alternative solutions b. Tell the client that no help is available c. Tell the client that there is nothing available today but to try again tomorrow d. Provide the client with a referral to a nearby organization in the hope they might have an applicable service that is not listed in the resource database

a. Tell the client there is nothing available to meet their needs but to work with the individual on some alternative solutions

When making contact, what is initially more important than the problem? a. The client's feelings b. The Community Resource Specialist's feelings c. The speed with which the problem is identified d. The opportunity for the client to speak their mind

a. The client's feelings

What is the recovery stage of a disaster? a. The disaster itself is winding down and immediate needs must be assessed and met b. The feeling that occurs when a disaster has been diverted at the last minute c. The time following the de-briefing provided to Community Resource Specialists d. The time when extra staffing is available to support the work of the I&R

a. The disaster itself is winding down and immediate needs must be assessed and met

How are callers likely to communicate during a disaster? a. With a range of extreme emotions b. With a strange serenity c. In the exact same way as with non-disaster calls d. With patience, politeness and the gratitude that comes with the reassurance of having someone there to help them

a. With a range of extreme emotions

Which of the following best reflects the client group of a specialized I&R service? a. Young people in Haresville b. All of the population of Ayres County c. The Eyre Valley d. Children, youth, adults and older adults in Aireton

a. Young people in Haresville

Within I&R, "assessment" refers to: a. a variety of communication techniques to build an understanding of the client's situation. b. the active monitoring and/or supervision of I&R Specialists to ensure a quality service. c. a weighing up of the factors involved in providing a good client referral. d. a primary section within the AIRS Standards.

a. a variety of communication techniques to build an understanding of the client's situation.

The advocacy efforts of an I&R agency should be: a. fully and accurately reported. b. kept on an informal basis to avoid scrutiny. c. minimized for the sake of modesty. d. included within the overall totals for empowerment.

a. fully and accurately reported.

One of the main advantages of empowerment within I&R is that it: a. helps people learn how to help themselves. b. means that the client will be more reliant on the I&R service in the future. c. means that the client will not contact the I&R service in the future. d. means less work for the Community Resource Specialist.

a. helps people learn how to help themselves.

According to the AIRS Standards, most I&R interactions are: a. one-to-one. b. one-to-many. c. many-to-many. d. agency-to-community.

a. one-to-one.

The language, age and physical health of a client may be considered as: a. possible barriers to accessing services that may suggest advocacy is required. b. signs of empowerment. c. statistical anomalies. d. barriers to services that make advocacy mandatory in every instance.

a. possible barriers to accessing services that may suggest advocacy is required.

Which of the following is an example of a close-ended question? a. "How are you feeling today?" b. "Could you please let me know your ZIP code?" c. "Could I get you to tell me more about your situation?" d. "Could you tell me more about what is happening?"

b. "Could you please let me know your ZIP code?"

Which of the following is an example of system advocacy? a. A letter to a government office appealing a decision of a claim for disability benefits b. A letter to a newspaper describing the difficulties people have claiming disability benefits even when they are eligible c. A call to an agency that advocates for persons with disabilities on behalf of a client needing additional assistance d. Advice to a client with disabilities on how to draw attention to their situation

b. A letter to a newspaper describing the difficulties people have claiming disability benefits even when they are eligible

What is paraphrasing? a. A method of ensuring that you have the legal authority to proceed with the referral b. A method of restating the client's general words back to them to ensure that you understood their situation c. A variation of conversation steering d. A method to prioritize the client's situation

b. A method of restating the client's general words back to them to ensure that you understood their situation

What is empathy? a. The ability to see into the future b. An understanding of the feelings of others c. A feeling of genuine sorrow for the distress of others d. The ability to show support for another person's situation

b. An understanding of the feelings of others

What is the first priority in assessing a crisis call? a. Establishing rapport b. Assessing immediate safety c. Earning trust of the caller d. Being non-judgmental

b. Assessing immediate safety

What is an example of a good tone? a. Loud and clear b. At a level that is appropriate to the client's own tone or emotional situation c. Soft and low d. About two octaves above the tone of the caller

b. At a level that is appropriate to the client's own tone or emotional situation

Which of the following situations requires mandatory reporting to the relevant authorities? a. Sexual assault b. Child abuse c. Spousal abuse d. Suicide threats

b. Child abuse

Which of the following is a potentially helpful service referral for a young client asking about birth control? a. Prescription medication assistance b. Family planning c. Medicaid d. HIV testing

b. Family planning

What does prioritization involve? a. Making sure that empathy is the first consideration b. Helping the client focus on the issues they find most important c. Repeating key phrases used by the client d. Ensuring that the Community Resource Specialist's knowledge and experience is followed closely

b. Helping the client focus on the issues they find most important

Which of the following is a measurable outcome for the I&R service? a. Individual's phone number appears to be disconnected b. Individual followed up on the referral but their need was not met c. Individual did not remember contacting the I&R service d. Individual was going to contact the referral agency tomorrow

b. Individual followed up on the referral but their need was not met

When contacting an agency in order to conduct advocacy, what is the most likely first reaction of the staff person at the agency you are contacting? a. Complete agreement b. Initial defensiveness c. A request to speak with your supervisor d. Outrage

b. Initial defensiveness

Which of the following best describes 'service gaps' within the context of I&R? a. The hours in which an I&R service is not available b. Inquiries which reflect a real need but for which no services are available c. The activities that take place immediately following a major disaster d. The difference between the amount of calls being made and the number of staff available to answer them

b. Inquiries which reflect a real need but for which no services are available

When should work begin on a disaster database? a. Before a disaster is even likely to occur b. Just before a disaster occurs c. When the disaster is underway d. During the recovery stage when there is more time and clarity

b. Just before a disaster occurs

What is the first thing a Community Resource Specialist should do when talking with someone in crisis? a. Call for a supervisor to provide advice b. Make contact and assess if there is an immediate danger c. Provide some personal anecdotes to make the client feel better d. Refer the client as soon as possible to a specialized agency

b. Make contact and assess if there is an immediate danger

Which of the following is one of the stages of a disaster? a. Migration b. Mitigation c. Post-disaster activities d. Rehabilitation

b. Mitigation

Which of the following is a primary provider of human services? a. Older adults b. Nonprofit agencies c. Individuals d. Employment services

b. Nonprofit agencies

What tends to happen during a disaster in terms of programs and services? a. Programs are the same as in normal times, although less available b. Programs are different and availability changes frequently c. Programs are different but their details are clear and unlikely to change d. Programs are basically unavailable

b. Programs are different and availability changes frequently

What are the people called who maintain I&R resource databases? a. Referral Specialists b. Resource Database Curators c. Resource Database Technicians d. Resource Specialists

b. Resource Database Curators

Which of the following is potentially a sector of human services? a. Child care b. Services for persons with disabilities c. Medicare d. Prenatal programs

b. Services for persons with disabilities

Who is primarily responsible for making efforts to reduce the impact of stress? a. The I&R supervisor b. The Community Resource Specialist c. The I&R agency d. The individual clients

b. The Community Resource Specialist

Which of the following parts of a database record should be checked closely when providing a referral? a. The URL of the agency's website b. The eligibility requirements of the program c. The first name of the program coordinator d. The mailing address of the agency

b. The eligibility requirements of the program

What is a good example of the boundaries of I&R? a. The moment when the needs of clients are fully met b. The moment when clients better understand their situation and have been given referrals and other options c. The moment when a client is empowered to effectively complain to agencies about their service provision d. There are no true limits as I&R is a constant process

b. The moment when clients better understand their situation and have been given referrals and other options

Why is it important to immediately document caller needs during a disaster? a. To ensure that an I&R agency's statistics are properly gathered b. To quickly identify changing needs so authorities can be alerted c. To reduce stress on Community Resource Specialists by continuing to process calls as normally as possible d. To accurately measure which Community Resource Specialists are handling the most calls

b. To quickly identify changing needs so authorities can be alerted

What is the prime purpose of closure in an I&R inquiry? a. To allow the Community Resource Specialist to get to the next call b. To summarize the referrals and encourage the client to contact the I&R service again if needed c. To allow Community Resource Specialists to deal with their feelings d. To conduct a final assessment

b. To summarize the referrals and encourage the client to contact the I&R service again if needed

Respite care provides: a. a minimum income supplement for older adults. b. a brief period of relief for caregivers of dependent adults or children. c. ongoing support to children in need. d. restitution for victims of crimes.

b. a brief period of relief for caregivers of dependent adults or children.

Human services are: a. every service needed by anyone. b. a term that covers health, community and social services. c. provided to, for and by humans. d. focused on basic needs.

b. a term that covers health, community and social services.

The formal supervision of people who have been conditionally released from prison after serving part of their sentence is known as: a. probation. b. parole. c. probate. d. ex-offender programs.

b. parole.

The AIRS Standards and Quality Indicators for Professional Information and Referral are: a. a series of generally helpful suggestions. b. the foundation of any quality-driven I&R service. c. published annually. d. confidential.

b. the foundation of any quality-driven I&R service.

Which of the following is the best example of closure in an I&R inquiry? a. "Good luck - you're going to need it!" b. "It is now time to close this call. It has been a pleasure talking with you." c. "Thanks for calling and please call us again if these referrals don't work out or if you need help in the future." d. "Call us anytime."

c. "Thanks for calling and please call us again if these referrals don't work out or if you need help in the future."

Which of the following best describes the use of pauses as an I&R technique? a. A definite requirement. There should be at least 15 seconds of pause for every two minutes of a call b. Something that should always be avoided c. An occasionally useful tool that allows the client to think through a situation d. A good option that allows the Community Resource Specialist to take a quick mental break during a call

c. An occasionally useful tool that allows the client to think through a situation

What is the broadest category of people that might need an I&R service? a. Everyone all of the time b. Older adults c. Everyone from time to time d. People on low income

c. Everyone from time to time

What resources may come into a community following a nationally declared disaster? a. Local churches b. Schools c. FEMA d. I&R services

c. FEMA

If someone says that they have a plan to take their own life, what is the next step of a suicide risk assessment? a. Discovering whether the plan is written down b. Finding out whether they have shared the plan with their social worker c. Finding out whether they have the means to carry out that plan d. Discovering whether that plan contains enough detail to be valid

c. Finding out whether they have the means to carry out that plan

Which of the following is a characteristic of an I&R service? a. Faithful b. Financially prosperous c. Friendly d. Fretful

c. Friendly

Which of the following is a typical response to a stressful situation? a. Severe depression b. Lowered anxiety c. Heightened anxiety d. A potential heart attack

c. Heightened anxiety

Which of the following is an example of a program related to employment? a. Financial assistance b. Job seekers c. Job training d. Child care

c. Job training

Following a disaster, how should a Resource Database Curator handle the temporary database records that were created during the disaster and are no longer open or relevant? a. Delete them to avoid confusion b. Mark them as inactive and then delete them c. Mark them as inactive so they can be restored if needed in future disasters d. Keep them within the database as a reminder to everyone of what happened

c. Mark them as inactive so they can be restored if needed in future disasters

How many calls are needed for an I&R interaction to be documented as an example of advocacy? a. None b. Empowerment does not require a phone call c. One or more d. Two plus

c. One or more

Which of the following is an example of a service target group? a. Hospitals b. Homeless drop-in programs c. Persons who are experiencing homelessness d. Substance use disorders

c. Persons who are experiencing homelessness

Which of the following is a good stress management technique? a. Rapid, shallow breathing b. Ignoring the stress until it disappears c. Physical activity d. Trying to quickly solve all of the problems and issues in your life

c. Physical activity

What is a useful response to a stressful situation? a. Indulge yourself in unhealthy but enjoyable snacks until you feel better b. Avoid thinking about the situation until it goes away on its own accord c. Recognize the situation for what it is and draw upon your own coping mechanisms d. Identify the person most responsible and make sure they understand how you feel to ensure it won't happen again

c. Recognize the situation for what it is and draw upon your own coping mechanisms

What enables an I&R service to provide report information that contributes to credible system advocacy? a. Eye-catching graphics in agency reports b. A phone system that dramatically shows call waiting availability and abandonment statistics in real time c. Reporting protocols that systematically gathers information on callers, their needs and their unmet needs d. The solid memories of I&R staff on the type of calls they are answering

c. Reporting protocols that systematically gathers information on callers, their needs and their unmet needs

Which of the following inquiries is more likely to receive advocacy from an I&R service? a. Someone needing information on obtaining health insurance b. Someone needing to find a job c. Someone needing to find a bed in a homeless shelter d. Someone needing the opening hours of the nearest food pantry

c. Someone needing to find a bed in a homeless shelter

For a Community Resource Specialist to advocate for an individual, which of the following is most likely to be required? a. The supervisor's permission b. A signed statement from the client c. The client's verbal permission d. A prior agreement with the agency that would be contacted

c. The client's verbal permission

Which of the following is a reason for a Community Resource Specialist to ask a question? a. The need to know everything about the client b. A healthy curiosity and genuine desire to help others c. The need to know something relevant to the client's situation d. The need to ensure that the client is paying attention

c. The need to know something relevant to the client's situation

Which of the following best describes the purpose of an I&R service? a. To answer as many calls as possible as quickly as possible b. To ensure that other agencies do not produce their own community directories or databases c. To bring people and services together d. To provide case management services to clients

c. To bring people and services together

What does LIHEAP provide help with? a. Rent payments b. Respite care c. Utility payments d. Mortgage re-financing

c. Utility payments

Which of the following is a program associated with tax preparation assistance? a. SSDI b. TANF c. VITA d. SNAP

c. VITA

Which of the following is the most accurate description of "who does I&R?" a. Mainly 2-1-1 agencies b. Mainly specialized agencies c. Virtually all human services organizations d. AIRS members only

c. Virtually all human services organizations

What does VOAD stand for? a. Voluntary Organizations Assisting in a Disaster b. Volunteer Office for Agencies in Disasters c. Voluntary Organizations Active in Disaster d. Virtual Organizations And Disasters

c. Voluntary Organizations Active in Disaster

Once an immediate crisis has been stabilized, what is the most appropriate way of linking an individual to a specialized crisis service? a. Providing the phone number so they can be empowered to make the contact themselves b. Asking them to call the I&R agency back if they ever find themselves in a similar situation c. With their permission, calling the crisis agency directly on another line, briefly explaining the situation to the crisis worker and then introducing everyone before leaving the call d. With their permission, calling the crisis agency directly on another line before leaving the call

c. With their permission, calling the crisis agency directly on another line, briefly explaining the situation to the crisis worker and then introducing everyone before leaving the call

I&R brings: a. everyone together. b. programs and agencies together. c. people and services together. d. clearer perspectives on quality outcomes

c. people and services together.

All advocacy efforts must be consistent with the: a. instincts of the Community Resource Specialist. b. need for a quick and effective solution to the problem. c. policies of the I&R organization. d. client's need for ongoing empowerment

c. policies of the I&R organization.

During a disaster: a. proper planning has ensured that everything is in place. b. once the disaster has occurred, service availability returns to normal. c. resources change frequently and may be time-limited. d. resources simply don't exist.

c. resources change frequently and may be time-limited.

A report about potential child abuse should be referred to: a. a domestic violence shelter. b. an adoption and/or fostering service. c. the child protection agency. d. the nearest medical facility.

c. the child protection agency.

Assessment includes the process of: a. writing a full situational analysis. b. providing three referrals. c. understanding the client's problem. d. ending a call on a positive note.

c. understanding the client's problem.

Which of the following is an example of a close-ended question? a. "What usually happens when you go to the drop in?" b. "How do you feel when he says that to you?" c. "Why do you think you've had difficulties getting a job?" d. "Have you previously applied for this program?"

d. "Have you previously applied for this program?"

If a service is not available for a client, which of the following may be the best method of sharing this news? a. "There's nothing right now but try calling back in a few weeks" b. "Are you sure that is really what you want?" c. "I can't find anything like that at the moment" d. "I am really sorry but that service is not available"

d. "I am really sorry but that service is not available"

Which of the following is an example of a good I&R greeting to encourage rapport? a. "This is your local I&R. What do you want?" b. "Good morning!" c. "Tell me about your situation" d. "Thanks for calling your local I&R. How may I help you?"

d. "Thanks for calling your local I&R. How may I help you?"

What does active listening include? a. A careful focus and attention on what you are saying b. Thinking carefully about what you are going to say c. The right question to extract the right information d. A careful focus on what someone else is saying

d. A careful focus on what someone else is saying

Which of the following is an example of a disaster? a. 50% of the I&R staff calling in sick on the same day b. Huge job layoffs in a community c. Falling literacy levels for children and youth d. An influenza pandemic

d. An influenza pandemic

Which of the following helps reduce the possibility of stress developing within an I&R call center? a. Taking long therapeutic lunches and remembering to say "Sorry" to co-workers when coming back to work b. Being quick to offer plenty of constructive comments on how your colleagues could do a better job c. Eating cheese nachos at your desk between calls and offering some to your colleagues d. Arriving for your shift on time and returning from scheduled breaks on time

d. Arriving for your shift on time and returning from scheduled breaks on time

Which of the following is a potential example of a human service delivered by a commercial business? a. Banking b. Children's clothing c. High-rise apartment buildings d. Assisted living facility

d. Assisted living facility

Which of the following best describes I&R system advocacy? a. Lobbying b. Helping an individual c. Empowerment d. Bringing attention to an issue or situation that affects a group of individuals contacting your service

d. Bringing attention to an issue or situation that affects a group of individuals contacting your service

Which of the following is a stage of the I&R Process? a. Empathy b. I&R Communication Techniques c. Concern d. Clarification

d. Clarification

Which of the following is an example of a role of an I&R service? a. External training b. Suicide prevention c. Legal information d. Community intervention

d. Community intervention

Which of the following best describes individual advocacy within an I&R? a. Providing three or more referrals b. Reporting statistics on unmet needs for the local United Way c. Writing full case histories of the client interaction d. Directly contacting a referral agency on the client's behalf once their permission has been secured

d. Directly contacting a referral agency on the client's behalf once their permission has been secured

Which of the following is part of a suicide risk assessment? a. Does the person feel sad? b. Does the person come from a dysfunctional family? c. Has the person written a will? d. Does the person have a specific plan to attempt suicide?

d. Does the person have a specific plan to attempt suicide?

In what ways is I&R service delivery during a disaster similar to service delivery in normal times? a. It is actually different in every way b. The referrals are the same but the skills needed are different c. It is actually the same in every way d. The core I&R skills needed are the same

d. The core I&R skills needed are the same

What is the most helpful information you can provide when requesting a call trace through 911? a. The name of the caller b. The Community Resource Specialist's name c. The main public number of the I&R service d. The number of the telephone line that is receiving the call or where the call originates

d. The number of the telephone line that is receiving the call or where the call originates

What is the key reason for developing a pre-disaster database? a. To save time after the I&R organization has experienced a disaster b. To have additional programs in the database c. To support the disaster relief agencies in the community d. To provide a strong foundation for the I&R organization's response to a disaster

d. To provide a strong foundation for the I&R organization's response to a disaster

Which of the following is an example of a warm transfer? a. When the referral agency contacts the client directly as a result of the referral b. When the client calls the referral agency directly c. When a client immediately receives a text from the I&R service with all of the details of the referral d. When the Community Resource Specialist transfers the call directly to the referral agency and ensures that the calls is answered

d. When the Community Resource Specialist transfers the call directly to the referral agency and ensures that the calls is answered

A coping mechanism is: a. the ideal way of handling a crisis situation. b. the warm transfer of a crisis call to a specialist agency. c. a series of questions that allows the Community Resource Specialist to assess a crisis situation. d. a reaction or process that has helped the client overcome a previous crisis.

d. a reaction or process that has helped the client overcome a previous crisis.

Which of the following best describes a desired attribute of an I&R resource database? It should be: a. condensed into as few words as possible. b. available in any language requested. c. expanded into as much detail as possible. d. accurate and reliable.

d. accurate and reliable.

At the end of an I&R call, the Community Resource Specialist should invite the client to: a. call back and arrange a time for an independent consultation. b. participate in an in-person feedback session. c. go to the agency's Facebook page and add a "like". d. call back on this or any other matter.

d. call back on this or any other matter.

A situation in which the full time care of a minor child is the responsibility of a grandparent, aunt or other relative (i.e. someone other than the parents) is known as: a. child care. b. protective services. c. adoption. d. kinship care.

d. kinship care.

Advocacy should be provided: a. on a random basis. b. when requested. c. at times when the Community Resource Specialist is not busy. d. when the client needs it.

d. when the client needs it.