1. CIRS-A Certification for Information and Referral Specialists
Examination Preparation Training
Prepared by:
Illinois Department on Aging

2. 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

3. Preparing for AIRS CIRS-A Overview 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
History and Tenents will repeat when we review the CIRS-A Performance Based Competencies
There is cross-over information in the Standards, ABCs and CIRS-A Performance Based Competencies
We will move through repeats quickly
This will be repeated in slide 16

4. 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 exam
Aging Specific
Information/Scenarios 30% of exam
(all approximate)

5. 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!!
We have sample questions and answers
Answers to the ABCs are listed in the back of the manual
The test will not be asking what does a certain # standard say
The test shows your understand of the Standards, ABCs and Competencies, and skills and techniques

6. 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
This is similar to learning CCP, CCC and Elder Abuse

7. 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."  (
This ppt is available on line

8. 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
This is helpful to understand how I&R relates to the Aging Network
Remember that the largest amount of federal I&R funds are awarded to the Aging Network for 60 years and older adults and caregivers

9. 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
Please review the AIRS web site
Your CIRS-A manual will provide most of the training information and study materials

10. 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
Expect one questions on the History of OOA I&R

11. 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
Expect one questions on the Tenants

12. 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
Expect questions on values, self-determination, etc
This will be clearly explained throughout the training, and SHL staff already understand these concepts and apply this in providing I&R service

13. 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
These are concepts that SHL staff are already applying

14. 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
Expect a question on the above

15. We need to start with the Standards
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 came first – this is the foundation and the concepts will be repeated throughout the materials to be studied
Think about how the Standards relate to the skills and techniques

16. The Standards begin with:
Introduction
Information and Referral Bill of Rights
Philosophy of Information and Referral
Please highlight important contents of the Standards as these are reviewed
These concepts were discussed in slide 3

17. 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
You will not be asked to name a standard by a number
You will need to show you understand how the Standards apply

18. I. Service Delivery Standard 1: Information Provision
Standard 2: Referral Process
Standard 3: Advocacy/
Intervention
Standard 4: Crisis Intervention
Standard 5: Follow-up
Pages 2 – 6 summarize the standards and criteria
We will refer to the actual standards beginning on page 7

19. 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

20. III. Reports and Measures
Standard 11: Inquirer Data Collection
Standard 12: Data Analysis and
Reporting

21. 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

22. V. Organizational Requirements
Standard 17: Governance
Standard 18: Personnel Administration
Standard 19: Staff Training
Standard 20: Promotion and Outreach

23. 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

24. 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)

25. 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?

26. 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

27. 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

28. 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

29. Section 3: Empowerment and Advocacy
Individual advocacy
When to advocate
Examples of advocacy
System advocacy

30. 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

31. 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

32. Section 6: Confidentiality
Confidentiality in I&R
Explicit permission
Reporting of abuse
Confidentiality and endangerment
Relevance of information

33. Section 7: Values, Self-Awareness and Self-Determination
Values and perceptions
Self-awareness
Self-determination
Withholding judgment

34. 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

35. 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

36. Section 10: Special Populations-Serving Diverse Communities
The meaning of diversity
Diversity awareness
Serving people from diverse communities

37. 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

38. 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

39. Section 13: Special Populations-Serving Young People
Youth issues
At-risk youth
Runaway youth
Emancipation

40. 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

41. 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

42. 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

43. 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

44. 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.

45. 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

46. 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

47. 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

48. 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

49. CRIS-A Study Guide B. Demonstrated I&R skills and abilities
A. General knowledge of I&A
B. Demonstrated I&R skills and
abilities
C. Attitudes and work related
behaviors for the Aging
Network

50. 3. Federal Laws & Programs 4. Elder Rights & Resources
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

51. 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

52. Information and Assistance Skills 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

53. 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

54. 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

55. 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

56. 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

57. 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

58. Basic Helping Skills Confronting Attitude Attending Reflecting
Paraphrasing
Reflecting feelings
Summarizing
Focusing
Questioning

59. The referral process Resource Ring 1. What has client tried so far?
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?

60. The Resource Ring Frustration Rejection Guilt Anxiety Special fears
Feelings of the client
Frustration
Rejection
Guilt
Anxiety
Special fears

61. 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

62. Basic principles in making a referral (page 2 of 2)
Encourage caller to take initiative
Have client write down information
Give caller realistic information-limits
Counseling referral
Client may refuse counseling referral

63. 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

64. 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

65. 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

66. 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)

67. Active Listening Four cornerstones Listening to feelings
Giving feedback
Being non-judgmental
Developing empathy

68. Incorporate 8 specific Active Listening Skills
Emotional labeling
Reflecting
Paraphrasing
Effective pause
Open-ended questions
“I” message
Consensual Validation

69. Patience and other noble qualities
Some helpful phrases Pages
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

70. 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

71. 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

72. 10 Most Often Overlooked Benefits Make 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

73. 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.