This course includes an introduction to the Inform USA Standards and an overview of the various ways in which I&R services operate (it is appropriate for experienced I&R practitioners).

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 Inform USA Standards

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 principles. 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 Inform USA CRS or CRS - DC examination. 

Empowerment and advocacy are fundamental principles of information and referral. Empowerment will help individuals both now and in figure situations. Advocacy means assisting people who may need assistance getting the help they need. 

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

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.
3. Identify situations in which advocacy is necessary.
4. Recognize the difference between individual advocacy and system advocacy.

Learning Concepts and Objectives:

• Describe how Inform USA's standards describe confidentiality
• Understand the difference between confidentiality and anonymity within information and referral
• Learn the importance of data privacy and security
• Understand the limits of confidentiality when abuse, neglect or endangerment situations may be an issue

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.

Other Courses:

• Service Delivery: The Information and Referral Process

Free Content:

• Say What?! How To Communicate Anything to Anyone
• Tools for Navigating Effective Communication – Active Listening, Empathy and Beyond
• AIRS Webinar - What Color Are Your Socks? Asking Demographics and Feeling OK About It