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Service Delivery: Empowerment and Advocacy in Information and Referral

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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.

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

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.

Key:

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3 Questions
3 Questions
You must register to access.
Part 1: Empowerment
Open to download resource.
Open to download resource. Under perfect circumstances, I&R calls involve gathering information that allows clients to better understand their situation, providing appropriate referrals that offer effective choice, and then leaving individuals to take the next steps themselves.
You must register to access.
Part 1: Review Exercise
5 Questions  |  Unlimited attempts  |  5/5 points to pass
5 Questions  |  Unlimited attempts  |  5/5 points to pass
You must register to access.
Part 2: Individual Advocacy
Open to download resource.
Open to download resource. Advocacy is described in the AIRS Standards as the occasional need for the I&R service to directly intervene to help a specific person in a certain situation (individual advocacy) or to inform the public and/or decision-makers of a situation affecting a larger group of people (system advocacy).
You must register to access.
Part 2: Review Exercise
1 Question  |  Unlimited attempts  |  4/4 points to pass
1 Question  |  Unlimited attempts  |  4/4 points to pass
You must register to access.
Part 3: System Advocacy
Open to download resource.
Open to download resource. An I&R service creates, maintains and disseminates human services information. Besides the resource database of services located within a community, the I&R is in a unique position to develop a wealth of detailed and insightful information about the collective needs of individuals and communities.
You must register to access.
Discussion
Make 1 discussion post to continue.
Make 1 discussion post to continue. When calling an agency to advocate on behalf of a client, what are likely to be the first reactions of the professional staff in the organization that you are calling? What ways are there to best present the situation of the client? What ways might you want to avoid?
You must register to access.
Final Course Exam
10 Questions  |  3 attempts  |  8/10 points to pass
10 Questions  |  3 attempts  |  8/10 points to pass
You must register to access.
Certificate of Completion
Live Viewing: 1.00 Hour(s) of Professional Development credit and certificate available
Live Viewing: 1.00 Hour(s) of Professional Development credit and certificate available
You must register to access.