Assessment the AIRS Standards Way

Assessment the AIRS Standards WayBySandra Ray, CIRSManager, Information & ReferralUnited Way of Greater HoustonAIRS Standard: Assessment and Referral ProvisionThe 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.Assessment DefinitionActive ListeningEffective QuestioningClarifying the NeedIdentifying Appropriate ResourcesSelecting Appropriate Delivery ModesMaking ReferralsInformation about referrals Informed Choice

Active ListeningMake a conscious effort to hear and understand what the caller is saying.Need to put away any distractions:Cell phoneOnline news articleInstructions on the new project your boss handed outEffective QuestioningUse a combination of open-ended and close-ended questionsOpen-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?Clarifying the NeedParaphrasingLet me see if I understand what you need today.Allow the caller to correct any misunderstandingsIdentifying Appropriate ResourcesThese are the callers own resourcesFamilyFriendsChurchIf the caller has few personal resources, use this information when selecting referrals

Selecting Appropriate Delivery Mode(s)How does the service get to the client?For the caller needing food:Food pantriesHome delivered mealsCongregate MealsSoup KitchensMaking ReferralsNow you can make referrals! Which organizations can meet the callers need?Explain fully the details of the programHours of operationsDocuments NeededHow services are deliveredIntake procedureTry Out Your New Skills!In small groups, listen to the call snippet and perform an assessment of the callers situation.What questions do you ask?What questions arent appropriate to ask?Be prepared to discuss with full group.Recorded Calls

19 Year old Needs ShelterCredit Bureau & Stolen IdentityUnemployment AssistanceChild Care AssistanceFoster Child Needs EyeglassesQuestions/Comments?Sandra Ray, CIRSManager, Information & ReferralUnited Way of Greater Houston2-1-1 Texas/United Way Helplinesray@unitedwayhouston.org