Community Resource Specialist On-boarding Package

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This package consists of 5 courses essential to providing a foundation of success for Community Resource Specialists. 

First Course: Introduction to Information & Referral

Service Delivery: The Information and Referral Process

Service Delivery: Anatomy of a Good Call

Service Delivery: Confidentiality in Information and Referral Services

Service Delivery: Information and Referral Customer Service

  • First Course: Introduction to Information & Referral

    Contains 18 Component(s), Includes Credits

    Information and Referral (or just plain “I&R”) is the art and science of bringing people and services together. If you are new to the field, this interactive course is where you will learn some of the background on what that really means. This course is meant as a guide for new staff of an information and referral (I&R) service. It should be viewed as part of the I&R orientation process, covering the nature, purpose, structure, and unique qualities of I&R services.

    This includes an introduction to the AIRS Standards and an overview of the various ways in which I&R services operate (it is appropriate for experienced I&R practitioners). The course was written by AIRS staff member, Clive Jones, a former President of InformCanada, who is responsible for the AIRS Certification Program, in addition to assisting with training and standards development. It was adapted from material within The ABCs of I&R (copyright AIRS). AIRS is the nonprofit Alliance of Information and Referral Systems at www.airs.org.

    This course is designed for anyone filling any role in any I&R organization!

    When you have successfully completed this course, you will be able to:

    • Explain the nature of I&R
    • Identify the variety of roles performed by an I&R for individuals, families and communities
    • Describe the importance of the AIRS Standards
  • Service Delivery: The Information and Referral Process

    Contains 10 Component(s), Includes Credits

    This course is for beginners in a Community Resource role and who want to understand the I&R process and the communication techniques required to assist in that process. ​​

    This interactive course is for new staff at Information &Referral(I&R) organizations who will be responsible for handling I&R inquiries, for the supervisors who oversee this essential work, and for the existing staff needling to reacquaint themselves with key principle. The content provides and overview of the activities of an I&R Specialist, a detailed analysis of the I&R process and the communication techniques required to assist in that process. 

    It also represents a useful preparation for more experienced staff who are preparing for an AIRS CRS or CRS - Database Curators examination. 

  • Service Delivery: Empowerment and Advocacy in Information and Referral

    Product not yet rated Contains 9 Component(s), Includes Credits

    Information and Referral is about much more than providing the “I” (Information) and the “R” (Referral). It is about empowering people to help themselves both now and in future situations; while it is sometimes also about advocating for people who are not currently able to help themselves. Empowerment and advocacy are fundamental principles of I&R. This interactive course is for Information & Referral (I&R) Specialists who handle human service inquiries from the public and the supervisors who oversee this essential work. The course describes the nature of empowerment (helping people to help themselves) and advocacy (when people really need additional support) within the context of I&R.

    Information and Referral is about much more than providing the “I” (Information) and the “R” (Referral). It is about empowering people to help themselves both now and in future situations; while it is sometimes also about advocating for people who are not currently able to help themselves.

    Empowerment and advocacy are fundamental principles of I&R. 

    This interactive course is for Information & Referral (I&R) Specialists who handle human service inquiries from the public and the supervisors who oversee this essential work. The course describes the nature of empowerment (helping people to help themselves) and advocacy (when people really need additional support) within the context of I&R.

    The course was written by AIRS staff member, Clive Jones, a former President of InformCanada, who is responsible for the AIRS Certification Program, in addition to assisting with training and standards development. It was adapted from material within The ABCs of I&R (copyright AIRS).

    This course may not be applicable to human service professionals engaged in case management activities.

    AIRS is the nonprofit Alliance of Information and Referral Systems at www.airs.org.

    Learning Objectives

    When you have successfully completed this course, you will be able to:

    1. Define the concept of empowerment within an I&R environment.
    2. Describe the meaning of advocacy in I&R and identify situations in which advocacy is necessary.

    Recognize the difference between individual and system advocacy and     examples of each.

  • Service Delivery: Confidentiality in Information and Referral Services

    Contains 13 Component(s), Includes Credits

    This course is best for beginners in a Community Resource Specialist role who want to understand more about all aspects of client and confidentiality within an Information & Referral (I&R) environment, including those circumstances when confidentiality must be overridden.

    Learning Concepts and Objectives:

    • To describe the role of I&R in a crisis situation
    • To outline the types of crises that are encountered in an I&R service
    • To assess the nature of a crisis
    • To identify techniques for defusing and handling a crisis
    • To describe the components of a crisis intervention model
    • To define the basis elements of a suicide risk assessment

  • Service Delivery: Information and Referral Customer Service

    Contains 18 Component(s), Includes Credits

    The core of your job is to help people – to “serve” them – to provide I&R customer service. A Community Resource Specialist may answer 100 calls in a busy day. But each of those calls is the most important call of the day for the person who makes it. The challenge is to respond to each of those 100 calls as it if was also the most important call of your day. Depending on organizational preferences and background, the people who contact I&R services may be referred to internally as “clients”, “inquirers”, “callers” or “customers”.

    The core of your job is to help people – to “serve” them – to provide I&R customer service.

    A Community Resource Specialist may answer 100 calls in a busy day. But each of those calls is the most important call of the day for the person who makes it. The challenge is to respond to each of those 100 calls as it if was also the most important call of your day.

    Depending on organizational preferences and background, the people who contact I&R services may be referred to internally as “clients”, “inquirers”, “callers” or “customers”.

    This course is primarily for Community Resource Specialists.

    When you have successfully completed this course, you will be able to:

    • Describe the nature of “I&R customer service” and why it is important.
    • Define the pivotal role attitude plays in the provision of quality I&R.
    • Identify positive communication strategies.
    • Outline the elements involved in opening and closing a call.
    • Describe the importance of a continued commitment to improvement through ongoing training and regular supervisory feedback.