Service Delivery: Serving Young People

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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. This interactive course is designed for comprehensive I&R practitioners. 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. This training 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.

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Part 1: Definition of “Youth” and “Emancipation”
Open to download resource.
Open to download resource. The definition of “youth” is often a flexible one... However, “youth” generally means someone who is under the “age of majority” who are not in a legal position to manage their own affairs.
Part 1: Review Exercise
1 Question  |  Unlimited attempts  |  4/4 points to pass
1 Question  |  Unlimited attempts  |  4/4 points to pass
Part 2: Youth Issues
Open to download resource.
Open to download resource. The teen years are a stressful time. They are filled with major changes. These include body changes, changes in thoughts, and changes in feelings. Strong feelings of stress, confusion, fear, and doubt may affect a teen’s problem-solving and decision-making. He or she may also feel a pressure to succeed.
Part 2: Review Exercise
10 Questions  |  Unlimited attempts  |  10/10 points to pass
10 Questions  |  Unlimited attempts  |  10/10 points to pass
Part 3: Talking with Youth vs. Talking With Parents
Open to download resource.
Open to download resource. Reaching out to young people is not easy. This is a generation for whom cell phone calls and emails resent “old” technology. Many young people find it more natural to send text messages and engage in IM chat through social media platforms. In most cases, an I&R service should provide referrals to an appropriate youth services agency after going through the normal stages of handling an I&R inquiry. This includes establishing rapport and conducting an assessment, It also includes drawing on crisis intervention skills when necessary. However, an I&R will also receive calls from parents and others concerned about young family members, and must be prepared to deal with these.
Part 3: Review Exercise
8 Questions  |  Unlimited attempts  |  8/8 points to pass
8 Questions  |  Unlimited attempts  |  8/8 points to pass Please indicate which of these statements is true and which are false.
Part 4: Services for Youth
Open to download resource.
Open to download resource. Young people are served by a variety of frontline agencies, services, and programs that are geared to the needs of youth, familiar with the issues facing young people, and experienced in communicating effectively with them.
Part 4: Review Exercise
1 Question  |  Unlimited attempts  |  9/9 points to pass
1 Question  |  Unlimited attempts  |  9/9 points to pass
Part 5: At Risk Youth and Runaway Youth
Open to download resource.
Open to download resource. Any of the array of issues that face youth, either individually or in combination with other factors, can lead to a previously well-adjusted and normal young person becoming vulnerable to involvement with serious issues.
Part 5: Review Exercise
10 Questions  |  Unlimited attempts  |  10/10 points to pass
10 Questions  |  Unlimited attempts  |  10/10 points to pass What's true about runaway youth?
Quiz - Information and Referral: Serving Young People
12 Questions  |  Unlimited attempts  |  9/12 points to pass
12 Questions  |  Unlimited attempts  |  9/12 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