Definitions and key concepts for the AIRS Community Resource Specialist exam.
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Horizontales
A technique for listening and responding to another
person that improves mutual understanding
Repeating key phrases the client said that focuses on feelings.
I&R software that Community Resource Specialists search for information or referral.
Occurs after the assessment and involves
ensuring that you understand the client’s
situation in order to provide appropriate
referrals
The initial part of the interaction where
the objective is to establish the trust and
confidence of the client before beginning the
assessment
Conversational fragments that move an interaction along and let a client know you are still
listening.
Helps the client break down a complex problem into
manageable pieces in order to focus on what is most important
Establishing a connection with the client
A type of question that allows the person to expand on their situation
Guide the conversation back in
the right direction if no progress is being made
What is documented when no referrals are available to meet someone's need.
Why-type questions with the understanding that there may be a more complex issue
Verticales
Assessing the client’s needs and directing them to one or
more organizations/programs capable of meeting those needs.
Responding to a specific information request from a client.
Exploring alternate solutions when no referrals are available
Short moments of silence that allow a client to collect their thoughts.
Represents the final part of the call, making
sure that the client understands the referrals
and is comfortable calling back if more help is
needed.
The number of referrals to provide clients when possible and when available.
Providing a summary of what has been said in
your own words
A responsible answer when services are not available.
A type of question that usually needs only a one or two word response
Understanding the
feelings of another and being able to imagine yourself in their situation
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