Service Delivery: The Information and Referral Process

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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. 

Key:

Complete
Failed
Available
Locked
Call Example
Open to view video.
Open to view video. Please listen to this call example to begin your course. We will refer to it in all of the "Review Exercises" in order to practically apply the concepts you are learning in each unit. You can refer back to it/listen to it again as needed.
Active Listening Exercise
5 Questions  |  Unlimited attempts  |  6/6 points to pass
5 Questions  |  Unlimited attempts  |  6/6 points to pass What did you hear in the call? Were you listening carefully?
Part 1: Communication Techniques
Open to download resource.
Open to download resource. The job is to help people. Sometimes it takes a lot of courage to make a simple call for help. An I&R Specialist may answer 100 calls on a busy day. But each of those calls is the most important call of the day for the person who makes it
Part 1: Review Exercise
8 Questions  |  Unlimited attempts  |  8/8 points to pass
8 Questions  |  Unlimited attempts  |  8/8 points to pass This exercise will refer back to the call you listened to at the beginning of the course. Use what you heard in that call example to answer the questions here.
Part 2: Stages of the I&R Process
Open to download resource.
Open to download resource. The I&R Process can be separated into at least 5 basic stages: Opening the call (“contact”) and establishing a rapport/connection Assessment of situation Clarification to ensure an understanding of the situation Providing appropriate information and/or referrals Closing the call
Part 2: Review Exercise
10 Questions  |  Unlimited attempts  |  15/15 points to pass
10 Questions  |  Unlimited attempts  |  15/15 points to pass This exercise will refer back to the call you listened to at the beginning of the course. Use what you heard in that call example to answer the questions here.
Part 3: AIRS Standards About I&R Service Delivery
Open to download resource.
Open to download resource. The foundation for I&R service delivery is the AIRS Standards and Quality Indicators for Professional Information and Referral. These Standards were first published more than 35 years ago and are now in their 8th edition. The AIRS Standards underpin and bind together every aspect of I & R. The Standards are the prime benchmark of quality I&R and the foundation of service delivery. There are 27 standards, including 6 standards on I&R service delivery.
Part 3: Review Exercise
1 Question  |  Unlimited attempts  |  6/6 points to pass
1 Question  |  Unlimited attempts  |  6/6 points to pass
Service Delivery: The Information and Referral Process (Quiz)
13 Questions  |  Unlimited attempts  |  10/13 points to pass
13 Questions  |  Unlimited attempts  |  10/13 points to pass
Certificate of Completion
1.50 Hour(s) of Professional Development credits  |  Certificate available
1.50 Hour(s) of Professional Development credits  |  Certificate available Certificate of Completion