Service Delivery: Confidentiality in Information and Referral Services

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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

Key:

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Let's Begin...
3 Questions
Part 1: Confidentiality in I&R
Open to download resource.
Open to download resource. Confidentiality in I&R is more than a courtesy – it is an all-encompassing ethical expectation.
Part 1: Review Exercise
5 Questions  |  Unlimited attempts  |  6/6 points to pass
5 Questions  |  Unlimited attempts  |  6/6 points to pass
Part 2: The Concepts of Explicit Permission, Abuse and Endangerment
Open to download resource.
Open to download resource. If a Community Resource Specialist needs a client’s name and personal information (usually to arrange for advocacy and/or follow-up), explicit permission must be provided to acquire and/or share that information. Whenever you need to ask personal information, always explain the reasons to the client. “Explicit permission” does not necessarily mean written and/or signed permission. It means that you have clearly asked the client for permission to share personal details under specified circumstances and are certain that they understand the request (the principle of “informed consent”).
Part 2: Review Exercise
5 Questions  |  1 attempt  |  0/5 points to pass
5 Questions  |  1 attempt  |  0/5 points to pass
Part 3: Call Monitoring and Recording
Open to download resource.
Open to download resource. If an agency is using call recording and/or call monitoring, these practices should be covered in their confidentiality policies, and measures taken to ensure that access to the technology is restricted and recordings are deleted after an appropriate period.
Discussion
Make 1 discussion post to continue.
Make 1 discussion post to continue. What is the difference between confidentiality and anonymity? How does the client experience this distinction?
AIRS: Confidentiality in Information and Referral Services (Quiz)
10 Questions  |  Unlimited attempts  |  8/10 points to pass
10 Questions  |  Unlimited attempts  |  8/10 points to pass
Certificate of Completion
1.00 Hour(s) of Professional Development credit  |  Certificate available
1.00 Hour(s) of Professional Development credit  |  Certificate available
BONUS Content
What the AIRS Standards Say...
Open to download resource.
Open to download resource.
Practice Scenario
2 Questions
2 Questions A woman calls and in a quiet, nervous voice explains that she needs furniture and someone said maybe this agency could help. The Community Resource Specialist explains that he might be able to give her some referrals. The caller says she’s never asked for help before and is embarrassed now, but her niece is coming to live with her and she needs another bed. The Specialist says he may need to ask her some personal questions in order to give her the best referrals. The woman asks what kind of information he needs, and he assures her that he will only ask questions to help give her the best referral. He explains that anything she shares will remain confidential and that he won’t record any identifying information. He also tells her she doesn’t need to answer any question she doesn’t want to answer, and it won’t prevent him from helping. The caller agrees and the Specialist asks the necessary questions. He discovers an agency that provides free furniture, but they only accept calls from other service providers and not directly from clients. He explains the situation and asks for permission to call them on her behalf. The caller does not want him to mention the niece. The Specialist agrees the agency does not need that information, just that this is a client who needs a bed. He asks if she would share her name and phone number with him so he can call her back after he learns whether a bed is available. She gives him just her first name The Specialist calls the referral agency and determines a bed is available. He calls the woman and gives her the information, then asks for permission to share the woman’s name, phone number, and address so the agency can make arrangements directly with her to deliver the bed. The caller agrees and the Specialist calls the referral agency back and completes the transaction.
Role Play Exercise
4 Questions  |  1 attempt  |  0/5 points to pass
4 Questions  |  1 attempt  |  0/5 points to pass
Suggested Ways to Speak With Clients
Open to download resource.
Open to download resource.