Community Resource Specialist On-boarding Package

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    • General - $62
    • Subscriber - Free!
    • Platinum - $52
    • Non-Member - $72

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 13 Component(s), Includes Credits

    This course is best for beginners who are fulfilling any role in an I&R organization. It should be viewed as part of the I&R orientation process, covering the nature, purpose, structure, and unique qualities of I&R services.

    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.

  • 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: Confidentiality in Information and Referral Services

    Contains 3 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.

    This course covers all aspects of client and confidentiality within an Information & Referral (I&R)environment, including those circumstances when confidentiality must be overridden. 

    Topics discussed within and interactive format include the concept of permission, the reporting of abuse, information relevance, practices surrounding call recording, and confidentiality within endangerment situations. The course is primarily geared for front-line staff and managers at I&R services that are responsible for the provision of services delivery to the public. 

  • Service Delivery: Anatomy of a Good Call

    Contains 3 Component(s), Includes Credits

    This course is best for beginners who fulfill a Community Resource Specialist role and outlines those required skills from greeting to closure, illustrating techniques for making the caller feel heard and empowered with the overall objective of achieving top-notch customer service on every I&R call.

    People calling Information and Referral (I&R) services portray complex circumstances and needs using an equally complex array of communication styles. In order to leave a client empowered with new information and appropriate referrals, each I&R Specialist should know the correct combination of listening and speaking skills to draw upon during each call. This course outlines those required skills from greeting to closure, illustrating techniques for making the caller feel heard and empowered with the overall objective of achieving top-notch customer service on every I&R call. This course is intended for all staff providing Information and Referral to the public within all applicable sectors of human services. The unique feature of this course is the incorporation of audio clips that illustrate the correct phone techniques and model the preferred behaviors.

  • Service Delivery: Information and Referral Customer Service

    Contains 12 Component(s), Includes Credits

    This course is best for beginners who are fulfilling a role of Community Resource Specialist and are interested in learning more about customer service.

    This course is all about service. Service can be defined as an act of helpful activity, help, aid, or assistance. It is not just what you do, but also how you do it; your attitude frames how it feels to be served by you. Service has some applicability to all instances of customer service, but it is primarily geared toward staff at Information & Referral (I&R) organizations - both the I&R Specialists who handle human service inquiries from the public and the supervisors who oversee this essential work. This interactive course discusses the importance of customer service, a positive attitude, and an openness to continuous assessment and improvement. It deals with basic communication techniques and good practices for opening and closing customer calls.