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Assessment the AIRS Standards Way

Assessment the AIRS Standards Way. By Sandra Ray, CIRS Manager, Information & Referral United Way of Greater Houston. AIRS Standard: Assessment and Referral Provision.

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Assessment the AIRS Standards Way

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  1. Assessment the AIRS Standards Way By Sandra Ray, CIRS Manager, Information & Referral United Way of Greater Houston

  2. AIRS Standard: Assessment and Referral Provision • The I&R service conducts an assessment in which the inquirer has one-to-one interaction with an I&R specialist. The assessment process consists of active listening and effective questioning to determine the needs of the inquirer, clarifying the need, identifying appropriate resources, selecting appropriate delivery mode(s), making referrals to organizations capable of meeting those needs, and providing enough information about each organization to help inquirers make an informed choice. In situations where services are unavailable, the I&R service engages in problem solving to help the inquirer identify alternative strategies.

  3. Assessment Definition • Active Listening • Effective Questioning • Clarifying the Need • Identifying Appropriate Resources • Selecting Appropriate Delivery Modes • Making Referrals • Information about referrals – Informed Choice

  4. Active Listening • Make a conscious effort to hear and understand what the caller is saying. • Need to put away any distractions: • Cell phone • Online news article • Instructions on the new project your boss handed out

  5. Effective Questioning • Use a combination of open-ended and close-ended questions • Open-Ended: Can you tell me why you need help with paying rent this month? • Close-Ended: What is your zip code? Do you have an eviction notice?

  6. Clarifying the Need • Paraphrasing • “Let me see if I understand what you need today.” • Allow the caller to correct any misunderstandings

  7. Identifying Appropriate Resources • These are the caller’s own resources • Family • Friends • Church • If the caller has few personal resources, use this information when selecting referrals

  8. Selecting Appropriate Delivery Mode(s) • How does the service get to the client? • For the caller needing food: • Food pantries • Home delivered meals • Congregate Meals • Soup Kitchens

  9. Making Referrals • Now you can make referrals! • Which organizations can meet the callers’ need? • Explain fully the details of the program • Hours of operations • Documents Needed • How services are delivered • Intake procedure

  10. Try Out Your New Skills! • In small groups, listen to the call snippet and perform an assessment of the caller’s situation. • What questions do you ask? • What questions aren’t appropriate to ask? • Be prepared to discuss with full group.

  11. Recorded Calls 19 Year old Needs Shelter Credit Bureau & Stolen Identity Unemployment Assistance Child Care Assistance Foster Child Needs Eyeglasses

  12. Questions/Comments? Sandra Ray, CIRS Manager, Information & Referral United Way of Greater Houston 2-1-1 Texas/United Way Helpline sray@unitedwayhouston.org

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