The ways in which people access Information & Referral (I&R) and other human services are changing – and changing rapidly. Clients want services that are highly accessible, flexible, and individualized to their preferences. I&R organizations and their staff need to deliver quality service using online chat and mobile texting technologies. This course will help human service providers identify the important considerations for setting up chat or mobile texting at their organization, including the components of chat and text software platforms. It will also assist I&R services providers to understand the basics of professional communication in a text-based environment, including how to apply national Standards for I&R service delivery to chat and texting. Special attention will be given to how to handle crises in a text-based environment.

This course is for Information & Referral (I&R) Specialists who handle human service inquiries and need some additional knowledge and understanding to better handle issues involving U.S. military service members and their families. 

This interactive course will help an I&R professional to better understand military clients, what their needs are, some of their unique challenges (including the cycle of deployment and return), the military language they are speaking, and the resources that are available to help them.

This course was developed in cooperation with the Navy Fleet and Family Support Center, San Diego, to assist I&R Specialists everywhere. 

Standing By, and Ready to Serve our U.S. Military Service Members and their Families!

Throughout the course, references are made to various programs and other resources.

Please note that all relevant websites and phone numbers referenced during this course are listed in Section 8 (Summary of Military Support Resources) for printing or copying/pasting.

This course is primarily for I&R Specialists. However, as a basic course, it has relevance to anyone within the human services sector who is not a specialist in military and/or veterans issues.

Learning Objectives

This course is for Information & Referral Specialists who handle human service inquiries and need some additional specific knowledge and understanding to better handle issues involving U.S. military service members and their families.

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

1. Describe the basic structure of the U.S. military and some of the unique life challenges faced by military families.
2. Outline the issues surrounding pre-deployment, deployment, and homecoming for service members and their families.
3. Identify the basic military program options available for service members and some of the community-based services that can offer further support and assistance.

Despite increased awareness, there remains a stigma about mental health and a lack of understanding of what the term “mental disorder” really means in either a broad or a narrow sense.

This interactive course provides general introductory information on mental health disorders and the services available to affected individuals. It is primarily intended for staff at Information & Referral (I&R) organizations that need the ability to handle a wide range of clients and disorders, including those involving mental health concerns. However, as a basic course, it has relevance to anyone within the human services sector who is not a specialist in mental health and related issues.

This course is primarily for Community Resource Specialists.

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

• Describe the nature and types of major mental disorders (e.g., depressive disorders, bipolar and related disorders, schizophrenia spectrum and other psychotic disorders, anxiety disorders, etc.).
• Communicate more effectively with persons who have a mental disorder/disorders.
• Explain the basic structure of services available to persons with mental disorders.

Free Content:

• AIRS Webinar Series - Mental Health Awareness Month
• Video - What You're Feeling is Normal, How to Minimize Stress By Connecting To Yourself Better (scroll down a little)
• Video - Borrowed Breath, Helping Others Find a Calm in the Storm (scroll down a little)
• Video - Just a moment (scroll down a little)

This course is primarily for Information & Referral (I&R) Specialists who are responsible for answering I&R inquiries and need the ability to handle a diverse range of service delivery, including calls from and concerning young people, the challenges young people face, and the services designed to help them. It outlines the issues faced by young people and the realities of communicating across a generation gap. The course describes the services that are available for all young people in addition to addressing some of the particular challenges confronted by at-risk youth. This course is not suitable for specialized youth workers. Also, differences in legal frameworks may make this inappropriate for Canadian I&R Specialists.

One of the most important factors to consider in conversations about diversity as it relates to sexual orientation, gender identity, and gender expression is self-determination. 

Self-determination refers to the process of deciding for oneself, without outside influence. 

In this instance, self-determination refers to the idea that any external definitions may not reflect exactly how people define themselves. Sexual orientation, gender identity, and gender expression may carry different meanings for different people, similar to other personal identities like race/ethnicity or religion. All clients have the right to identify and define themselves as they choose.  

This course explores the context around and services for the special needs of those who identity in the LGBTQ+ community.

I&R Basics: Serving Diverse Communities

AIRS Webinar- Sometimes Tricky and Potentially Awkward Situations - Better Understanding of and Service for the LGBTQ+ Community

I&R organizations need to be prepared to play an active role in disaster response. This course introduces the stages of a disaster and outlines the role an I&R may play in each stage. It also explores government and nonprofit organizations that typically respond to and are active in disasters and what resources they typically provide. This course also outlines steps that should be taken to prepare the organization, the technology (including the database), and the individual team members to respond during a stressful and ever changing situation.

Disability is the most equal opportunity minority: anyone can join at any time, and with enough time to grow old, most people will. This course, designed primarily for the Community Resources Specialist (but still beneficial for the Database Curator), will explore legal definitions and laws around disabilities of all kinds, organizations and services for people with disabilities and person and identity centered language when working with people with disabilities.