Each of the standards is summarized below for your
reference. The detailed criteria that apply to each standard begin following
this section.
I. SERVICE DELIVERY
The standards in Section I describe the service
delivery functions essential for providing information and referral and
assuring access for all, including a brief individual assessment of need; a
blend of information, referral and advocacy in order to link the person to the
appropriate service; crisis intervention, when warranted; and follow-up, as
required.
Standard 1: Information Provision
The I&R service shall provide information to an
inquirer in response to a direct request for such information. Information can
range from a limited response (such as an organization's name, telephone
number, and address) to detailed data about community service systems (such as
explaining how a group intake system works for a particular agency), agency
policies, and procedures for application.
Standard 2: Referral Provision
The I&R service shall provide information and referral
services in which the inquirer has one-to-one, human contact with an I&R
specialist (paid or volunteer). The referral process consists of assessing the
needs of the inquirer, identifying appropriate resources, assessing appropriate
response modes, indicating organizations capable of meeting those needs,
providing enough information about each organization to help inquirers make an
informed choice, helping inquirers for whom services are unavailable by
locating alternative resources, and, when necessary, actively participating in
linking the inquirer to needed services.
Standard 3: Advocacy/Intervention
The I&R service shall offer advocacy, when
necessary, to ensure that people receive the benefits and services to which
they are entitled and that organizations within the established service
delivery system meet the collective needs of the community. For purposes of
these standards, “advocacy” does not include legislative advocacy (lobbying).
All advocacy efforts shall be consistent with written policies established by
the governing body of the I&R service and shall
proceed only with the permission of the inquirer.
Standard 4: Crisis Intervention
Although most I&R services do not promote
themselves as formal crisis intervention centers, most receive occasional
requests for assistance from people in crisis and must therefore equip their
staff to handle them appropriately. The I&R service shall be prepared to
assess and meet the immediate, short-term needs of inquirers who are
experiencing a crisis and contact the I&R service for assistance. Included is assistance for individuals
threatening suicide, homicide or assault; suicide survivors; victims of
domestic abuse or other forms of violence, child abuse/neglect or elder/dependent
adult abuse/neglect; sexual assault survivors; runaway youth; people
experiencing a psychiatric emergency; chemically dependent people in crisis;
survivors of a traumatic death; and others in distress.
Standard 5: Follow-Up
The I&R service shall have a written policy which
addresses the conditions under which follow-up
must be conducted. The policy shall mandate follow-up with
inquirers in endangerment situations
and in situations where the specialist believes that
inquirers do not have the necessary capacity to
follow through and resolve their problems.
The policy must also specify a percentage of other
inquiries for which follow-up is required in order to assess overall service
performance. Additional assistance in locating or using services may be
necessary.
II. RESOURCE DATABASE
The I&R service shall develop, maintain, and/or
use an accurate, up-to-date resource database that contains information about
available community resources including detailed data on the services they
provide and the conditions under which services are available. If the I&R
service maintains a resource database of Web sites on the Internet, Resource
Database Standards 6 through 10 still apply.
Standard 6: Inclusion/Exclusion Criteria
The I&R service shall develop criteria for the
inclusion or exclusion of agencies and programs in the
resource database. These criteria shall be uniformly applied
and published so that staff and the public
will be aware of the scope and limitations of the
database.
Standard 7: Data Elements
A standardized profile shall be developed for each
organization that is part of the local community
service delivery system or other geographic area or service
sector covered by the I&R service.
Standard 8: Classification System (Taxonomy)
The I&R service shall use a standard service
classification system to facilitate retrieval of community
resource information, to in crease the reliability of planning
data, to make evaluation processes
consistent and reliable, and to facilitate national comparisons
of data. Additional classification
structures such as keywords may supplement the Taxonomy.
Standard 9: Indexing the Resource Database/Search
Methods
Information in the resource database shall be indexed
and accessible in ways that support the I&R
process.
Standard 10: Database Maintenance
The resource database shall be computerized,
maintained by trained resource staff and updated
through continual revision at intervals sufficiently frequent
to ensure accuracy of information and
comprehensiveness of its contents.
III. REPORTS AND MEASURES
Section III describes inquirer data collection,
analysis and reporting functions of the I&R
service.
Standard 11: Inquirer Data Collection
The I&R service shall establish and use a
computerized system for collecting and organizing inquirer
data which facilitates appropriate referrals and provides
a basis for describing requests for service,
identifying service gaps and overlaps, assisting with needs
assessments, supporting the development
of products, identifying issues for staff training and
facilitating the development of the resource
information system. Inquirer data includes information gathered
during follow-up as well as that
acquired during the original contact.
Standard 12: Data Analysis and Reporting
The I&R service shall develop reports using
inquirer data and/or data from the resource database to
support community planning activities (or planning at other
levels), internal analysis and advocacy.
IV. COOPERATIVE RELATIONSHIPS
This section focuses on the responsibilities of the
I&R service to the local I&R system, the local community service
delivery system, and state or provincial, regional, national and international
I&R networks.
Standard 13: Cooperative Relationships within the
Local I&R System
In communities which have a multiplicity of
comprehensive and specialized I&R providers, the I&R
service shall develop cooperative working relationships to
build a coordinated I&R system which
ensures broad access to information and referral services,
maximizes the utilization of existing I&R
resources, avoids duplication of effort and encourages seamless
access to community resource
information. I&R services within the system may choose to be
“full service” programs performing all
necessary I&R functions within their designated service
area; or may prefer to partner with one or
more I&R services to share those functions. (E.g., one
I&R service might build and maintain the
resource database and another might assume responsibility for
service delivery.)
Standard 14: Cooperative Relationships within the
Local Service Delivery System
The I&R service shall strive to develop
cooperative working relationships with local service providers to build an
integrated service delivery system which ensures broad access to community services,
maximizes the utilization of existing resources, avoids duplication of effort
and gaps in services, and facilitates the ability of people who need services
to easily find the most appropriate provider.
Standard 15: Cooperative Relationships Among Local, State or Provincial, Regional, National,
and International I&R Providers
Comprehensive and specialized I&R services at all
geographic levels (local, state/provincial, regional, national and
international) shall strive to develop formal and informal working
relationships with the objective of broadening the availability of information
and referral to all inquirers, facilitating access to appropriate resources
regardless of their origin and/or location, avoiding duplication of effort and
funding, expanding the effectiveness of social analysis with more global
information about needs and services, and augmenting the impact of advocacy
efforts through coordination, where possible.
Standard 16: Participation in State or Provincial,
Regional, National, and International I&R
Associations
The I&R service shall strive to strengthen state
or provincial, regional, national, and international
I&R networks by becoming active in planning,
program development, advocacy, training, and other
efforts at these levels.
V. ORGANIZATIONAL REQUIREMENTS
Organizational Requirements describe the governance
and administrative structure an I&R service needs
in order to carry out its mission. Included are establishing itself as a legal
entity, providing for ongoing program evaluation, developing policies and
procedures which guide the organization, developing an organizational code of
ethics, establishing sound fiscal practices, providing a conducive physical
environment, managing personnel, providing for staff training, and increasing
public awareness regarding the availability of information and referral
services and their value to the community.
Standard 17: Governance
The auspices under which the I&R service operates
shall ensure the achievement of I&R goals and
meet the stated goals of funders.
Standard 18: Personnel Administration
The I&R service shall provide a framework and
mechanisms for program and personnel management
and administration that guarantee the continuity and
consistency required for effective service
delivery.
Standard 19: Staff Training
The I&R service shall have a training policy and make
training available to paid and volunteer staff.
Standard 20: Promotion and Outreach
The I&R service shall establish and maintain a program
which increases public awareness of I&R services, their objectives, and
their value to the community.
VI. DISASTER PREPAREDNESS
The Disaster Preparedness standard explains the
requirements an I&R service must meet in order to
best position itself to connect people to critical resources in times of
disaster. Although most I&R services do not promote themselves as disaster
service agencies, in the past decade I&Rs have
been identified as natural community partners for the dissemination of
information about community based disaster-related services. In the wake of
September 11th and the institutionalization of 2-1-1, it has become prudent business practice for I&R services to be prepared for disaster response and
equip staff to handle disaster-related inquiries appropriately. The I&R
service shall be prepared to assess and provide referrals for inquirers who are
experiencing a crisis due to a disaster of natural or human origin, or who want
to offer assistance and contact the I&R service for a means to do so.
Preparation includes a plan for the I&R to continue to provide services if
its building is damaged or destroyed; and the ability to effectively accumulate
and disseminate accurate disaster-related information, provide information and
referral assistance for individuals impacted by a disaster and provide
community reports on inquirer needs and referrals.
Standard 21: Emergency Operations and Business
Contingency Plan
The I&R service shall have a written emergency
operations and business contingency plan that
specifically addresses disasters common to the area, but one that
also prepares for emergencies in
general. The plan shall reference emergency preparedness and
mitigation activities such as structural
alterations and changes in business operations; and shall address
the steps to be taken before, during
and after an emergency to prevent or minimize
interruptions in business operations and assure long-term recovery.
Standard 22: Formal Relationships with Government and
Private Sector Emergency
Operations and Relief Agencies
The I&R service shall participate in ongoing
cooperative disaster response planning in the
community and shall take all steps that are necessary to become
recognized as an integral part of the
community’s emergency preparedness and response network.
Standard 23: Pre - and Post-Disaster Database
The I&R service shall develop, maintain, and/or
use an accurate, up-to-date computerized resource
database that contains information about available community
resources that provide services in
times of disaster. Database records shall include detailed
descriptions of the services organizations
provide and the conditions under which services are
available; and shall be indexed and accessed
using the Disaster Services section of the AIRS/INFO LINE
Taxonomy of Human Services.
Standard 24: Disaster-Related I&R Service Delivery
The I&R service shall provide information and
referral services to the community during (when
appropriate) and following a disaster or other emergency. This
service shall include assessing the
needs of the inquirer, evaluating appropriate resources,
indicating organizations capable of meeting
those needs, helping inquirers for whom services are
unavailable by locating alternative resources
and actively participating in linking inquirers to needed
services or volunteer opportunities.
Standard 25: Disaster-Related Inquirer Data
Collection/Reports
The I&R service shall track inquirer requests for
service, referrals and when appropriate,
demographic information about the inquirer; and shall be prepared
to produce reports regarding
requests for disaster-related services and referral activity.
Standard 26: Disaster-Related Technology Requirements
The I&R service shall have technology in place
that facilitates the ability of the organization to
maintain service delivery during times of disaster or a
localized emergency.
Standard 27: Disaster Training and Exercise
The I&R service shall train staff on emergency
operations and business expectations upon hiring and
shall provide ongoing training at least annually thereafter.
The I&R service shall actively participate
in community disaster exercises to test the
organization’s emergency operations plan.
