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CIRS-ACertification for Information and Referral Specialists
Examination Preparation Training
Prepared by:
Illinois Department on Aging
Certification is . . .
A measurement of documented ability in the field of I&R …reflecting specific competencies and related performance criteria, which describe the knowledge, skills, attitudes and work-related behaviors needed by I&R practitioners to successfully execute their duties
Preparing for AIRS CIRS-AOverview of materials to study
Principles of the AIRS Certification Program
History of Older Americans Act I&R
Tenants/Bill of Rights, Philosophy of Aging I&R
Professional Standards for Information and Referral
ABC’s of I&R (preferably 2006 edition or later)
CIRS-A Performance Based Competencies
Information and Referral Models to Remember (an AIRS Journal article available from AIRS web site at www.airs.org)
For CIRS-A Examination:
I&R Systems/Services 10% of exam I&R Process 40% of exam
Special Interventions 10% of exam
Special Populations 10% of examAging Specific
Information/Scenarios 30% of exam
(all approximate)
The CIRS-A Exam - What to expect:
100 multiple choice questions with 4 options for each answer
75% correct to pass (varies slightly on each exam because of varying degrees of difficulty)
Pass/Fail– no grade, no score Review questions Interactive training-review Easy as ANE, CCP and CCC tests You know most of the materials already!!
CRIS-A Materials and Handouts
PPT Outline AIRS Standards ABCs of I&R
sections CIRS-A
Competencies NASUA online
study outline – (for outline only, not for review of web sites)
Tenents Principles of
Certification History of Older
Americans Act I&R
What is AIRS?
AIRS mission: “To provide leadership and support to its members and Affiliates to advance the capacity of a Standards-driven Information and Referral industry that brings people and services together."
(www.airs.org)
I&R and the Aging Network – AoA, NASUA, NAAAA
Administration on Aging funds: Eldercare Locator National Aging Information and Referral
Support Center Annual Aging I&R Symposium-AIRS
National Conference National AIRS Board of Directors Collaborated with AIRS to establish a
specialized I&R Certification for the Aging Network
Principles of the AIRS Certification Program
AIRS has prepared a four page handout summarizing certification for all candidates. Also the CIRS-A application, and study outlines are available at www.airs.org
History of Older Americans Act Information and Referral (CIRS-A)
1921 human service I&Rs More important in 1960s & 1970s Older Americans Act 1965 1973 – OAA mandated I&R – through AAAs 1990 – AoA launched its two-pronged National I&R Initiative:
Eldercare Locator National I&R Support Center
Tenants
I&R Bill of Rights Philosophy of Information and
Referral Main Functions of an Information
and Referral Service Services for Older Adults and/or
their Caregivers Services for the Community
AIRS Information & Referral Bill of Rights
Accurate and comprehensive information
Anonymous and/or confidential
Inquirer’s personal value system
Respect and sensitivity
Barrier-free access to information
Self-determination Appropriate level of
support in obtaining services
Empowered to the extent possible
Access most appropriate service in community
Philosophy of Information & Referral
Understand inquirers situation
Immediate and appropriate information, crisis emergency
Empower not solve Help prioritize
needs
Help identify resources
Do not overwhelm or provide too few
options Advocate Follow up
Main Functions of Information and Referral Service
Database Easy access Provide I&R for human services Problem solving assistance/advocacy Follow up Gaps for community planners, funding Develop cooperative relations (coordinated
systems), integrated service delivery and education activities
AIRS Standards For Professional Information And Referral Version 5.2 Revised May, 2007
We need to start with the Standards
To apply the relationship of the Standards to the skills and techniques of I&R Services
The Standards are the foundation of AIRS accreditation
And an excellent training tool!
The Standards begin with:
IntroductionInformation and Referral Bill of
RightsPhilosophy of Information and
ReferralPlease highlight important
contents of the Standards as these are reviewed
The Standards are grouped in six categories:
I. Service Delivery II. Resource Database III. Reports and Measures IV. Cooperative Relationships V. Organizational Requirements VI. Disaster Preparedness
I. Service Delivery
Standard 1: Information Provision
Standard 2: Referral Process Standard 3: Advocacy/ Intervention Standard 4: Crisis Intervention Standard 5: Follow-up
II. Resource Database
Standard 6: Inclusion/Exclusion Criteria Standard 7: Data Elements Standard 8: Classification System
(Taxonomy) Standard 9: Indexing the Resource Database/Search Methods Standard 10: Database Maintenance
III. Reports and Measures
Standard 11: Inquirer Data Collection
Standard 12: Data Analysis and Reporting
IV. Cooperative Relationships
Standard 13: Cooperative Relationships within the Local I&R System
Standard 14: Cooperative Relationships within the Local Service Delivery System
Standard 15: Cooperative Relationships Among Local, State or Provincial, Regional, National, and International I&R Providers
Standard 16: Participation in State or Provincial, Regional, National, and International I&R Associations
V. Organizational Requirements
Standard 17: Governance Standard 18: Personnel
Administration Standard 19: Staff Training Standard 20: Promotion and
Outreach
VI. Disaster Preparedness
Standard 21: Emergency Operations and Business Contingency Plan
Standard 22: Pre- and Post-Disaster Database
Standard 24: Disaster-Related I&R Service Delivery
VI. Disaster Preparedness
Standard 25: Disaster-Related Inquirer Data Collection/Reports
Standard 26: Disaster-Related Technology Requirements
Standard 27: Disaster Training and Exercise
(These are the newest Standards)
Wrap-up-I&R Professional Standards
The Standards are an excellent training tool
How do the Standards relate to each chapter of the ABC’?
How do the Standards relate to CIRS-A Competencies?
What do the Standards say as we review all of the training materials?
ABCs Of I&R –Methodology for the 21 sections
Learning concepts and objectives
Section components Introductory exercises What the AIRS Standards say What you need to know Sample Test Questions
1. The Nature of Information and Referral
What is I&R? What are the I&R Standards? Roles of an I&R Characteristics of an I&R Information and Referral Bill of
Rights Principles of Information and
Referral
Section 2: From Greeting to Closure – The I&R Process
Overview of the 5 main stages of the I&R process
Contact Assessment Clarification Information and Referral Giving Closure
Section 3: Empowerment and Advocacy
Empowerment Advocacy Individual advocacy When to advocate Examples of advocacy System advocacy
Section 4: Follow-up
Follow-up Reasons for follow-up Types of follow-up Follow-up outcomes Follow-up methods and
processes Outline for potential follow-up
Section 5: Crisis Intervention
Role of I&R in a crisis Handling an immediate crisis Types of crises Defusing and handling a crisis
situation Elements of a suicide risk
assessment
Section 6: Confidentiality
Confidentiality in I&R Explicit permission Reporting of abuse Confidentiality and
endangerment Relevance of information
Section 7: Values, Self-Awareness and Self-Determination
Values and perceptions Self-awareness Self-determination Withholding judgment
Section 8: Responding Effectively to “Challenging” Inquirers
Challenging people Techniques to defuse anger Mental health calls and
“constant callers” Setting boundaries Face-to-face interviews
Section 9: Using the Resource Database for I&R Referrals
Nature of a resource database Structure of a resource database Searching a resource database Sharing information with inquirers Additional considerations when
working with resource databases Other information resources
Section 10: Special Populations-Serving Diverse Communities
The meaning of diversity Diversity awareness Serving people from diverse
communities
Section 11: Special Populations- Serving People with Addictions
Characteristics of substance abuse Alcoholism and drug addictions Effects of addictions on families Referral options for people with
addictions Methadone maintenance Concurrent disorders, co-occurring
disorders and dual diagnosis Problem gambling/gambling addictions
Section 12: Specials Populations-Serving Older Adults
Definitions of “older” and “elderly”
The aging process Overcoming barriers to
communications Specific services for older adults Elder abuse
Section 13: Special Populations-Serving Young People
Serving young people Youth issues At-risk youth Runaway youth Emancipation
Section 14: Special Populations-Serving People with Mental Illness
Nature and types of mental illnesses Depression Bipolar disorder Schizophrenia Anxiety disorders Services available for people with
mental illnesses Communicating with people
concerning mental illness Consumer/survivors
Section 15: Special Populations-Serving Military Personnel and their Families
Needs of military personnel and their families
Deployment issues Emotional cycle of separation Basic structure of military family
support services
Section 17: Resource Database-Overview
Function and contents of an I&R resource database
Database users Database products Functions of a Resource
Specialist Skills of a Resource Specialist
Section 18: Resource Database-Inclusion and Exclusion Policy Nature of inclusion and exclusion criteria Advantages of having a formally
documented inclusion/exclusion policy Inclusion Exclusion The gray areas Managing the inclusion/exclusion policy
Section 19: Resource Database-Data Structure
Structure of a resource database Organizations, sites and
services/programs Primary and secondary services AIRS mandatory, recommended and
optional data elements Types of data elements Advantages of a style guide.
Section 20: Resource Database-Classification Systems and Taxonomy
Organizing and indexing resource databases
Indexing by organization name Indexing by geographic area Service indexing Structure and strengths of the AIRS/INFO
LINE Taxonomy Basic principles of Taxonomy indexing Customizing the Taxonomy Keyword lists
Section 21: Resource Database-Database Maintenance
Data maintenance standards Annual updating processes Interim updating processes Gathering information on a new
agency Managing the updating process Database security
Summary of ABCs, Introduction to the CIRS-A Competencies
The ABC’s incorporates the I&R Standards with skills, techniques procedures and provides the formal language and structure of I&R
The CIRS-A Competencies combines both the I&R Standards and the ABC’s with knowledge of services for older adults
The National I&R Support Center expanded the CIRS Competencies with an Aging Specialty
CRIS-A Study Guide
Tenents of I&R Older Americans Act I&R AIRS Mission Philosophy of I&A I&R Bill of Rights Main Functions for I&R Services Services for older adults and their
caregivers Services for the community
CRIS-A Study Guide
A. General knowledge of I&A B. Demonstrated I&R skills and
abilities C. Attitudes and work related behaviors for the Aging Network
Online Resource Guide for Developing Aging Competence for I&R/A Specialists (17 Chapters) (page 1 of 2)
1. Aging 2. Aging Network 3. Federal Laws & Programs 4. Elder Rights & Resources 5. Employment & Older Workers 6. Family Caregiving & Kinship 7. Health Care & Aging 8. Health Promotion/ disease
prevention
NASUA – Online Resource Guide continued (page 2 of 2)
9. Home & Community Based Services 10. Income Security/Retirement 11. Long Term Care/Nursing Homes 12. Mental Health & Aging 13. Multicultural Aging 14. Nutrition 15. Older volunteers 16. Senior Housing Options 17. Transportation & Mobility
Information and AssistanceSkills Building
The Information & Referral Interview: Models to Remember Norman L. Maas
▪Two Basic Models
▸Basic advice on how to approach the referral
interview▸Basic principles for the crisis intervention model for I&R provision▸And an overview of active listening
What goes into interviewing?
The counseling model for the referral interview
▪Understanding people▪How we are all different▪The importance of feelings▪Feelings in times of upset and change▪The mix of feelings▪Learning to know yourself▪The importance of each person
The importance of each person
Will come through with the. . .
▪Attentiveness with which you listen▪Sensitivity with which you ask questions▪Respect with which you treat confidence▪Restraint you use in imposing your views on others▪Care you take to avoid disappointments and
ill-founded statement and promises
What takes place in an interview?
▪At the beginning– discomfort▪Putting fears to rest▪Information giving: a few general
comments▪Knowing enough about the person’s
problem▪A person’s right not to tell you everything▪Knowing the resource file
What takes place in an interview?
▪ Letting people tell you in their own way: good listening pays off
▪ Giving information that is useful and relevant to the person
▪ Making sure people understand▪ When people get angry▪ Ending the interview
A Counseling Model for Information and Referral Provision
(Based on Gerald Caplan’s work)
▪Stage I: Define problem, develop relationship and trust
▪Stage II: Clarification of the problem ▪Stage III: Establish contact ▪Stage IV: Exploration of referrals▪Stage V: Discuss referrals and alternatives▪State VI: Terminating contact
Basic Helping Skills
▪ Confronting▪ Attitude▪ Attending▪ Reflecting▪ Paraphrasing
▪ Reflecting feelings
▪ Summarizing▪ Focusing▪ Questioning
The referral process
Interaction between two people considering involvement of a third party
▪Resource Ring▪1. What has client tried so far?▪2. What else thought of doing?▪3. Assistance from family - friends?▪4. Happened before? How handled then?
The Resource Ring
Feelings of the client
▪Frustration▪Rejection▪Guilt▪Anxiety▪Special fears
Basic principles in making a referral (page 1 of 2)
▪1. Let client describe problem-feelings
Clarify, move slowly▪2. Gather information needed ▪3. Decide upon referral, discuss with staff▪4. Avoid confusing client (1 or 2 referrals)▪5. Do not discuss another agency’s fees
Basic principles in making a referral (page 2 of 2)
6. Encourage caller to take initiative7. Have client write down information8. Give caller realistic information-limits9. Counseling referral10. Client may refuse counseling referral
Six steps I&R defined
▪1. Define problem, develop relationship, and trust▪2. Clarify the problem▪3. Establish contact▪4. Explore referrals▪5. Discuss referrals▪6. Terminate contact
From Common Ground Crisis Center 10 reasons for failures in communication
▪ 1. Pre-judgment▪ 2. Jump to conclusions▪ 3. Assume▪ 4. Closed mind▪ 5. Lack of attention
▪ 6. Wishful hearing▪ 7. Different ▪ meanings▪ 8. Talk too much▪ 9. Lack empathy 10. Fear
You are now ready
Thanks for your hard work We know you will do well on the CIRS-A exam Please complete the training
evaluation
Good I&A is performed by people who:
▪1. View the client with respect and dignity▪2. Believe in self help▪3. Work from good referral models▪4. Take the time to find out what the client really is trying to resolve and help them explore ways to resolve or address their real
problems
(Refer to page 53)
Active Listening
Four cornerstones
Listening to feelingsGiving feedbackBeing non-judgmentalDeveloping empathy
Incorporate 8 specific Active Listening Skills
Emotional labeling
Reflecting Paraphrasing Effective
pause
Open-ended questions
“I” message Consensual
Validation
Patience and other noble qualities
Some helpful phrases Pages 50 - 53
▪Some good open-ended questions▪“I” message from-- “I” feel (emotion) when you ▪ (behave) because (reason)▪Values Clarification (clarifying responses)▪Good termination statements
▸For “normal” callers▸For “manipulative” callers▸For “abusive or angry” callers
Ten Basic Rules for Good I&A Listening (Page 53)
▪Don’t be judgmental▪Don’t give personal information to callers▪Don’t talk about I&A calls or callers outside ▪of I&A▪Don’t accept responsibility for a caller’s ▪Action▪Don’t do anything for callers that they can ▪do for themselves
Ten Basic Rules for Good I&A Listening continued (Page 53)
▪ Don’t hesitate to set firm limits on callers when it is needed
▪ Don’t leave the I&A room upset by a call or a caller - talk it out with designated staff
▪ Do terminate immediately when it is called for▪ DO NOT use active listening skill on every call▪ Do use the staff as your support system
10 Most Often Overlooked BenefitsMake sure callers know about all services
▪ Medicaid
▪ Food Stamps
▪ Pharmacy Assistance
▪ Property Tax Relief
▪ Veterans Benefits
▪ Health Insurance Counseling
▪ State Veterans Benefits
▪ Weatherization
▪ Nutrition Services
▪ SSI
Thanks for participating
All the materials needed for the CIRS-A exam have been reviewed and you are now ready for the CIRS-A certification exam.
Thanks for the hard work.