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.