This document provides an overview of an information and referral conference for experienced settlement workers. The conference objectives are to identify new developments and resources in the field, discuss essential skills and client expectations for quality information and referral, and identify key drivers of satisfaction and ways to measure service quality. The agenda covers topics such as the differences between providing information and referral to newcomers versus other groups, building knowledge bases, client service standards, and evaluating information and referral programs and websites. The document aims to help experienced settlement workers strengthen their skills in effectively researching and referring clients to community resources.

1. Welcome to the OCASI Conference at the
Nottawasaga Inn!
“Advanced Information and Referral for Experienced
Settlement Workers” April 2009
Faed Hendry
Manager – Training and Outreach
Findhelp Information Services
416-392-4544
fhendry@findhelp.ca

2. Session Objectives
• To identify new developments, initiatives and
resources in the field of information and referral.
• To discuss essential skills for the provision of quality
information and referral.
• To discuss client expectations and how settlement
workers can meet those expectations.
• To identify the 5 drivers of satisfaction and measure
the quality of your information and referral.
• To identify new and helpful sources of online
information for settlement workers.
• To share, network and learn from one another.

3. What is the Difference?
What do you see as being the difference between
information and referral for new settlement
workers versus information and referral for
experienced settlement workers?
Is there a difference?
How much do you know about information and
referral?

4. Group Discussion
What is the difference between providing
information & referral to newcomers versus
other groups?
What are the similarities?
Are there special considerations that settlement
workers need to be aware of when providing
information and referral to newcomers?

5. Building Your Knowledge Base
• Organizations need to know how to transform
individual ideas into collective knowledge.
• Every settlement worker adds to a growing
body of information.
• Building your knowledge base is an ongoing
responsibility.
• Shared knowledge leads to innovation and
growth

6. What is Client/Customer Service?
• Client service can be described as a series of
activities designed to enhance the level of client
satisfaction — that is, the feeling that a product
or service has met the client’s expectation.
• It involves responding promptly and accurately
to client requests in such a way that each client
feels valued, respected, and understood.

7. Five Drivers of Satisfaction
The five “drivers of satisfaction” are the elements
that most strongly influence citizens’
perceptions of service quality across the many
services provided by government and non-
profit organizations. (Source: Treasury Board)
3) Timeliness
4) Knowledge/Competence
5) Courtesy/Comfort
6) Fairness
7) Outcome

8. Discussion
As a settlement worker, why do you feel that the
5 drivers of citizen satisfaction are important
in the provision of service delivery?
What are some other considerations for service
quality within your organization?

9. What Clients Value
Whether clients are applying for an OHIP card,
getting language training or attending a JSW
session there are three key areas that concern
them:
Product
Did I get what I needed?
Is it a quality product?
Process
Was it easy to get what I needed?
Did I get it when I needed it?
People
Were the people responsive, efficient, friendly?

10. Discussion
What products/services do we provide at our
settlement agencies?
How can we ensure that each client receives a
quality product/service?

11. Client Satisfaction
The Client Satisfaction Equation
Service Expectations + Experience/Process + Outcomes
= Client Satisfaction Level

12. Video: Give’em The Pickle
The video addresses four key principles of client
service:
• Service — Make serving others your #1 priority
• Attitude — How you think about your clients is how
you will treat them
• Consistency — Set high standards and stick to them
• Teamwork — Look for other ways to make each other
look good
How do these principles apply to your settlement
agency?

13. Measuring the Quality of I&R Services Delivery
The AIRS Standards for Professional Information &
Referral
3) Service Delivery Standards
4) Resource Database Standards
5) Reports and Measures
6) Cooperative Relationships
7) Disaster Preparedness
8) Organizational Requirements

14. Why are there Standards?
The purpose of these Standards is to establish
reference points that define expected practices
within the field and provide benchmarks that can
be measured.
The standards address all aspects of an I&R
service’s operation.
The standards are the foundation for AIRS
Accreditation and provide an organizational
context for certification of I&R and resource
specialists through the AIRS Certified Information
and Referral Specialist programs.

15. New Standard Released
Program Evaluation & Quality Assurance
• The I&R service shall have the ability to assess the
quality and effectiveness of all aspects of its
operation including its service delivery, resource
database, reports and measures, cooperative
relationships, disaster preparedness, and
organizational structure. These determinations
shall be made both through on-going quality
assurance procedures and periodic, formal
evaluations that are used to implement measurable
improvements

16. CIC Activity Monitoring Report
It is the responsibility of the ISAP-funded agency
to assess the way ISAP activities are
administered and to examine and assess the
quality of services provided to clients.
You must to be able to evaluate both the quantity
and the quality of information and referral
service delivery.

17. CIC Activity Monitoring Report
There are a number of aspects of the CIC Activity
Monitoring Report are directly related to information
& referral service provision. These include:
 Planning and Evaluation
 Clients and Services
 ISAP Activities
 JSW Activities
Are you able to verify or substantiate the information?
Is there supporting documentation in the form of
statistical reports, client records or outcome
measurements?

18. CIC Activity Monitoring Report
Planning and Evaluation
Does the ISAP organization collect information
to identify gaps in services and overlaps?
Do they help with the needs assessment?
Is the organization able to identify issues for
staff training?
(These are part of the Reports & Measures
Standards)

19. CIC Activity Monitoring Report
Clients and Services:
Is there a web site/toll free number to track the
number of call/hits? (It is important for ISAP
agencies to have multi-channel access to
information.)
Is there a plan to assist clients in their first
language if needed?

20. CIC Activity Monitoring Report
Clients and Services:
What resources/technology are used to serve
clients?
Does the Settlement Worker present the client
with various approaches when providing
services?
Describe follow-up activities? How is follow-up
conducted? Are there records or documents
to show follow-up activity?

21. CIC Activity Monitoring Report
ISAP Activities:
Does the agency have a process in place to
evaluate the effectiveness of the:
 Needs assessment method
 Referral activities
 Information and Orientation activities
 Program support and monitoring activities

22. CIC Activity Monitoring Report
JSW Activities:
How does the agency keep itself informed with
what is offered in the community in terms of
employment programs? Where are clients
referred to most often?
Are copies of the JSW evaluations on file?
Are follow-ups done with clients after 3 months?

23. Important Definitions for Outcome Measurements
Inputs: Resources a program uses to achieve its goals.
Activities: What a project does with its inputs – the
services it provides to fulfill its mission.
Outputs: are products of the program’s activities, such as
the number of surveys completed, classes taught,
brochures distributed or clients served.
Outcomes: are benefits or changes for clients, or the
community relating to knowledge, skills, behaviour or
condition

24. Measuring Outcomes
What is it that we want to measure?
 The I & R program
 The Information and Referral provider
 Impact of the I & R service delivery
 Statistics and aggregate data
 Client Satisfaction
 Overall quality of service delivery

25. Measuring Outcomes
Why are outcome measurements important?
 Accountability
 Helps assess the benefits of individuals or
populations receiving I & R services
 Helps to identify effectiveness of service
 It is an expectation of your funders and Board
of Directors

26. Quality Assurance & Monitoring Tools
How do we measure the quality of I & R?
• Subjective and objective methodologies
• Reports and Measures
• Certification and Accreditation
• Follow-Up and Client Feedback Survey
• Case Examples and Analysis
• Coaching and Modeling
• User Focus Groups
• Performance Appraisals

27. Making the I & R Program Better
• Provide on-going training opportunities
• Outreach and Agency Visitations
• Build cooperative and collaborative relationships
with other organizations
• Provide on-going feedback to staff
• Provide recognition to staff

28. Exercise
As a settlement worker you should be aware of a
wide range of helpful websites that can assist
both you and your clients.
List five websites that settlement workers can
not do without. (Google is not a website!)
3) _______________________________________
4) _______________________________________
5) _______________________________________
6) _______________________________________
7) _______________________________________

29. Integration-Net
http://www.integration-net.ca/
Funded by Citizenship and Immigration Canada
(CIC), Integration-Net is a communications,
information and research tool to support the
work of the Canadian settlement community. It
also provides a means to develop both a
national and international exchange of
information and ideas about best practices on
integration strategies and programs in order
to share and learn from the experience of
others

30. Settlement.org
Settlement.org Settlement.org AT WORK
• Finding Job Resources • Settlement Counselling
• Sponsorship • Information and Referral
• ESL and LINC Programs • Agency Management
• Housing • Community Development
• Health • Professional Development
• Legal Services • Access and Equity
• Community & Recreation • Sector Issues

31. Employment Ontario
• Employment Ontario provides information on
training, apprenticeship opportunities, education,
skills, and experience to achieve employment goals.
• Service provided through a toll-free phone number
and a website.
• The website includes online search for employment
and training programs by location and program.
• Employment Ontario provides services to job
seekers, employers, employees, apprentices and
students

32. Employment Ontario Resource Guide
The guide contains:
• the principles and expectations to help build an
effective referral network across training and
employment programs and services;
• a package of resources for effective information
provision and client referral.
• A comprehensive listing of employment related
programs and services for clients.

33. Career Maps for Internationally Trained Professionals
and Tradespeople
www.ontarioimmigration.ca
The Ontario Government has partnered with a number
of regulatory associations to create career maps for
internationally trained professionals. Career maps
explain in detail every step of the registration
process, including language requirements, industry
trends, labour market conditions, credential
assessment process, licensing fees and other
important information.

34. 211Ontario.ca
• Online, bilingual, searchable directory of
community, social health and related government
services in Ontario called 211Ontario.ca
• Findhelp has partnered with community
information agencies across the province to
create 211Ontario.ca
• Eliminates duplication and standardizes work of
numerous community information centres.

35. Currently on the 211Ontario website:
Provincial site: Access to Professions and Trades in
Ontario. Access to Professions and Trades in Ontario
connects internationally trained people with services
that can help put their skills and knowledge to work. It
includes:
 Directory of Services
 Your Guide to Working in Professions and Trades in
Ontario
 Job Profiles
 Relevant Articles

36. Currently on 211Ontario.ca
The website currently links to eight 2-1-1 web sites
throughout Ontario.
 211Halton.ca
 211Niagara.ca
 211OntarioNorth.ca (Currently Thunder Bay)
 211SimcoeCounty.ca
 211Toronto.ca
 211WindsorEssex.ca
 211Ottawa.ca
 211Peel

37. Settlement and Newcomer Services
• Employment Programs for Newcomers
• English as a Second Language
• Foreign Trained Professionals
• French as a Second Language
• Human Rights
• Immigration and Sponsorship
• International Credentials
• Interpretation and Translation Services
• Language Instruction for Newcomers to Canada
• Refugee Claimants
• Settlement Services

38. Centre for Internationally Trained Professionals &
Tradespeople (CITPT)
http://www.cftpt.org/
Centre for Internationally Trained Professionals
& Tradespeople (CITPT) provides FREE and
unique programs that assist internationally
trained professionals and tradespeople to
secure work related to their skills and
professional background.

39. Ontario WorkInfoNet
www.onwin.ca
Ontario workinfonet.ca (OnWIN) is dedicated to
providing employment and career information
over the Internet. The OnWIN web site
(www.on.workinfonet.ca) specializes in
providing links to work- and career-related
web sites in Ontario. We think it's the wave of
the future ... you can use a computer to help
find a job, choose a career, get training or
improve your education.

40. Career Bookmarks – Toronto Public Library
http://careerbookmarks.tpl.toronto.on.ca/
Career Bookmarks is a gateway to job and career
related information. Library staff use their
expertise in finding, selecting and organizing
information to develop and maintain a site which
brings together Internet and library resources in a
well-organized, coherent fashion.

41. Contact Point
Contact Point is a practitioner-driven, Canadian
website dedicated to providing multi-sectoral
career development practitioners and career
counsellors with career resources, learning and
networking.

42. 5 Criteria for Using the Internet for I & R
KNOW what you’re looking for and how the
Internet can help
FIND the information you want
GET the information in a format you can work
with
EVALUATE that information
USE the information

43. Web Resources: Key Problems
• SEARCHING the Web for information
• Retrieving a MANAGEABLE AMOUNT
• Selecting the most RELEVANT sources
• EVALUATING sources & information
Three laws for evaluating information on the web.
7) EVALUATE!
8) EVALUATE!!
9) EVALUATE!!!

44. 5 Criteria for Evaluating Web Sites
 Accuracy
 Authority
 Objectivity
 Currency
 Depth of Coverage

45. Other Online Tools: LISTSERV
A LISTSERV mailing list is based on a computer
program called LISTSERV that allows people
to create, manage, and control electronic
mailing lists. Each list has a topic of interest,
just as a company might have a postal mailing
list to distribute a catalog. To avoid requiring
everyone within a mailing group to maintain a
separate alias or nickname for the group, the
LISTSERV product maintains a single list of
subscribers that everyone can use.
What LISTSERV’s do you subscribe to?

46. Discussion Boards
A discussion board is a general term for any
online "bulletin board" where you can leave
and expect to see responses to messages you
have left. Or you can just read the board.
Some discussion boards are moderated such as
the discussion area on settlement.org.

47. Benefits of AIRS Certification
For the individual, AIRS Certification:
• Adds professional recognition to what you do. It
addresses the misconception that I&R people
“just answer phones.”
• Provides a transferable qualification. Many job
postings state a preference for applicants with
AIRS certification. As a consequence, there is
much more mobility of I&R staff.
• Some agencies provide a pay increase for
Certified staff.

48. 4 Areas of the CIRS Exam
• The Information and Referral Process (45%)
• Special Populations/Scenarios (35%)
• Special Interventions (10%)
• Systems/Services (10%)

49. Thank you for attending this session!
Faed Hendry
Manager – Training and Outreach
Findhelp Information Services
543 Richmond Street West Ste 125
Toronto, Ontario M5V 1Y6
416-392-4544
fhendry@findhelp.ca

50. So what is information and referral?
 A process to link clients up with available, appropriate and
acceptable services.
 I & R providers help in accessing a broad range of social,
human, government and health services.
 I & R services can help clients cut through the “red tape” by
letting them know about eligibility requirements, application
procedures and basic contact information.

51. Five Functional Areas of Settlement Work
• Information & Referral
• Access & Advocacy
• Counselling
• Community Development and Education
• Administration

52. The Importance of Accurate Information
Keep your information up-to-date.
 Information changes daily so it is vital to keep your
information sources up to date.
 If you hear about changes to programs or services
make sure to pass this information on to the
information management area for verification and
updating.
 You should also pass the information on to your
colleagues so that they’re aware of it right away,
rather than having to wait until the system is
updated.

53. Examples of New Services
May – Launch of 211Ontario (more later)
April – Access Alliance Multicultural Health and Community
Services opens a NIC.
April – Expansion of St. Joseph Immigrant Women’s Centre
in Hamilton
March – City of Toronto launches Assessment and Referral
Centre (ARC)
February – North Bay & District Multicultural Centre
February – Launch of Immigrant Settlement Services at
YMCA in Brantford
February – Launch of the 211 service in Thunder Bay
January – Launch of settlement services at Peel Adult
Learning Centre

54. Relatively Recent Services - HealthForceOntario
The HealthForceOntario Access Centre is a place where
internationally trained and educated health
professionals can learn how to qualify for professional
practice in Ontario’s regulated health professions.
The Access Centre offers a range of services to
support newcomers through the licensure and
registration process.

55. Global Experience Ontario
Global Experience Ontario is an access and resource
centre for the internationally trained. Global Experience
Ontario can help internationally trained and educated
individuals find out how to qualify for professional
practice in Ontario.
The GEO centre provides information for people who
intend to apply to a regulatory body to obtain licensure
to work in their field.

56. Global Experience Ontario
Ontario has over 30 regulated professions – from
architecture and engineering to social work and
veterinary medicine. A licence is required to
work in these fields in Ontario. Ontario also has
more than 140 recognized trades, of which
about 20 require mandatory certification.

58. ConnexOntario Health Services Information
Administers Drug and Alcohol Registry of Treatment
(DART), Mental Health Service Information Ontario
(MHSIO) and Problem Gambling Helpline (OPGH).
They provide helplines in English and French with access
to interpreters in over 160 languages.

60. Employment Ontario
• Employment Ontario provides information on training,
apprenticeship opportunities, education, skills, and
experience to achieve employment goals.
• Service provided through a toll-free phone number and
a website.
• The website includes online search for employment and
training programs by location and program.
• Employment Ontario provides services to job seekers,
employers, employees, apprentices and students

62. Settlement.Org At Work
Settlement.Org At Work is a professional development web
site for those working with newcomers to Ontario.
It focuses on the information and resources you need to do
two things:
Assisting Clients - serve your clients with the most up to
date skills and techniques available, including
counselling, serving specific communities, information
and referral and more.
Assisting Staff - dealing with workplace issues, including
conflict, stress, policies, human resource management.
Access to funding and program-specific resources.

64. New Canada-Ontario Agreement on Training and Skills
Development
• The Government of Canada will invest nearly $1.2 billion
in Ontario's labour market over the next six years.
• The money will focus on a few priority areas, including:
technical skills training, labour market integration of
immigrants, foundation skills and supports, and labour
market supports for persons with disabilities.
• This agreement replaces the previously signed 2005
Labour Market Partnership Agreement (LMPA) , which
was to contribute $300 million/year ongoing to Ontario's
labour market development strategies

65. Occupation Specific Language Training
Fifteen school boards across Ontario are offering
occupation-specific language training in one of two ways:
- Specialized language training for market sectors where
there are needs for the skills and experience many
newcomers have; and
- English or French-as-a-Second-Language (E/FSL)
upgrading for newcomers already in the workforce to
improve their language skills at work.

66. Occupation Specific Language Training
Accounting Medical/Pharmaceutical
Business and Finance Office Assistant
Carpentry and Electrical Information Technology
Childcare Sector Retail Sales Sector
Customer Service Seniors Activation
Engineering Transportation (specifically
Food and Beverage school bus drivers)
Home Healthcare
Hospitality and Tourism

67. What are the following N11 numbers for?
9-1-1?
8-1-1?
7-1-1?
6-1-1?
5-1-1?
4-1-1?
3-1-1?
2-1-1?

68. 211 phone service and web directory
Free, three-digit community telephone information
line in Toronto since 2002.
Also available in Niagara, Halton, Thunder Bay,
South Simcoe (Collingwood) and Windsor. Soon
to be in Peel Region and Ottawa.
May be rolled out to other communities in Ontario
Funded by the United Way to provide free,
confidential, multilingual access to information on
community, social, health and related government
services

69. 211Ontario.ca
Online, bilingual, searchable directory of
community, social health and related
government services in Ontario called
211Ontario.ca
Findhelp has partnered with community
information agencies across the province to
create 211Ontario.ca
Eliminates duplication and standardizes work of
numerous community information centres
211Ontario.ca is set to re-launch late May 2008

70. Current 211Ontario.ca Splash page

71. Currently on the 211Ontario website:
Provincial site: Access to Professions and Trades in
Ontario. Access to Professions and Trades in Ontario
connects internationally trained people with services
that can help put their skills and knowledge to work. It
includes:
 Directory of Services
 Your Guide to Working in Professions and Trades in
Ontario
 Job Profiles
 Relevant Articles

73. Currently on 211Ontario.ca
The website currently links to eight 2-1-1 web sites
throughout Ontario.
 211Halton.ca
 211Niagara.ca
 211OntarioNorth.ca (Currently Thunder Bay)
 211SimcoeCounty.ca
 211Toronto.ca
 211WindsorEssex.ca
 211Ottawa.ca
 211Peel

76. Browse by Subject
• Abuse • Government Officials
• Child & Family Services • Health
• Consumer Protection • Homelessness
• Emergency & Crisis Services • Housing
• Employment and Training • Legal
• Financial Assistance • Seniors
• Food • Settlement/Newcomer Services
• General Community Services • Youth

77. Settlement and Newcomer Services
• Employment Programs for Newcomers
• English as a Second Language
• Foreign Trained Professionals
• French as a Second Language
• Human Rights
• Immigration and Sponsorship
• International Credentials
• Interpretation and Translation Services
• Language Instruction for Newcomers to Canada
• Refugee Claimants
• Settlement Services

78. 211Ontario.ca: What are the advantages?
 The Site will improve service delivery for citizens,
including vulnerable citizens.
 Enable data management across sectors
 It will make it possible for anyone to connect to online
information about community, social, health and
government services anywhere in Ontario
 Information and Referral providers will be able to tap into
an efficient, cost effective repository of human services
data.
 The site will allow for proximity searches that can tell you
the closest ERC, Job Connect, ESL program or food
bank.

79. AIRS Standards for Professional Information & Referral
The purpose of these standards is to establish
reference points which define expected practices
within the field and provide guidelines that
communities or other jurisdictions can use when they
develop an I&R program to meet the needs of their
people.
The standards address all aspects of an I&R service’s
operation and can be measured in concrete terms.

80. Discussion
Performance-Based Competencies for Settlement I&R:
• Identify 4 things you need to know for Settlement
I&R.
• Identify 4 skills that you need to have as a Settlement
Worker
• Identify 4 work-related attitudes and behaviours that
you need to have as a Settlement Worker.

81. AIRS Standards
Area I - Service Delivery
Standards 1 - 5
 Information Provision
 Referral Provision
 Crisis Intervention
 Advocacy/Intervention
 Follow-Up

82. AIRS Standards
Area II - Resource Database
Standards 6 - 10
 Inclusion/Exclusion Criteria
 Data Elements
 Indexing the Resource
Database/Search Methods
 Classification System
 Database Maintenance

83. AIRS Standards
Area III - Reports and Measures
Standards 11 - 12
 Inquirer Data Collection
 Data Analysis & Reporting

84. AIRS Standards
Area IV - Cooperative Relationships
Standards 13 - 16
 Cooperative Relationships within the Local
I & R System
 Cooperative Relationships within Local
Service Delivery System
 Cooperative Relationships Among Local,
Provincial, Regional National Providers
 Participation in I & R Associations

85. AIRS Standards
Area V - Organizational Requirements
Standards 17 - 20
 Governance
 Personnel Administration
 Staff Training
 Promotion and Outreach

86. AIRS Standards
Area VI – Disaster Preparedness
Standards 21 -27
• Emergency Operations and Business Contingency
Plan
• Formal Relationships with Government and Private
Sector Emergency Operations and Relief Agencies
• Pre- and Post-Disaster Database
• Disaster-Related I&R Service Delivery
• Disaster-Related Inquirer Data Collection/Reports
• Disaster-Related Technology Requirements
• Disaster Training and Exercise

87. New Standards to Be Released
Additional Channels for Access:
• The I&R service shall provide access to community
resource information in a variety ways that include
supported access through an I&R specialist and
options for independent access by end users.
• Access channels can include walk-in service,
telephone service, e-mail and internet services, chat,
discussion boards and listserves.

88. Discussion
What are some of the differences between
providing information & referral face-to-face
versus on the telephone versus responding to
an inquiry by e-mail?
What are some of the similarities?

89. New Standards to Be Released
Program Evaluation & Quality Assurance
• The I&R service shall have the ability to assess the
quality and effectiveness of all aspects of its operation
including its service delivery, resource database,
reports and measures, cooperative relationships,
disaster preparedness, and organizational structure.
These determinations shall be made both through on-
going quality assurance procedures and periodic,
formal evaluations that are used to implement
measurable improvements

90. Quality Indicators
• An agreed-upon process or outcome measure
that is used to determine the level of quality
achieved. A measurable variable (or
characteristic) that can be used to determine the
degree of adherence to a standard or
achievement of quality goals.
• Quality indicators will be used to measure
compliance and adherence to the standards.

91. What Do Our Clients Want?
 better and faster services
 access to information and services in person, by
phone and on-line
 access to information and services 24/7
 one-stop shopping/first call resolution
 access to all levels of government in one place
 information that is accurate, complete and
appropriate
 service that is responsive, timely, efficient, helpful,
friendly

92. What Clients Value
Whether clients are applying for an OHIP card,
asking for information about employment and
training programs or requiring language
instruction, there are three key areas that concern
them
Product
 Did I get what I needed?
 Is it a quality product?
Process
 Was it easy to get what I needed?
 Did I get it when I needed it?
People
 Were the people responsive, efficient, friendly?

93. Discussion
What “products” do we provide at our settlement
agencies?
How can we ensure that each client receives a
quality product?
How do we measure or evaluate client
satisfaction?

94. Client Satisfaction
The Client Satisfaction Equation
Service Expectations + Experience/Process + Outcomes
= Client Satisfaction Level

95. Moments of Truth
In every client interaction, there are “moments of
truth” which define the client’s perception of the
service experience.
These “moments of truth” occur at each point where
the client’s pre-service expectations come up
against the reality of the service experience.
How well the client’s expectations are met at each of
these moments will form the basis for the client’s
satisfaction with the experience.

96. Moments of Truth
Service Expectation Experience Enhancer Experience
Detractor
My call will be My call was I was put on hold
answered within a answered within 3 for 20 minutes.
reasonable rings. I wondered if I’d
timeframe. been
disconnected.

97. Exercise
Work with three or four others to identify a few service
expectations clients have when they contact your
settlement agency
For each expectation, identify one or more experience
enhancers and one or more experience detractors.

98. The C.I.A. and the C.I.R.S.
 C.I.A. stands for control, influence and
affect. It is important for the I&R
Specialist to be aware of what they are
able to control, influence and affect in
the context of providing information
and referral and service delivery
 Their focus and energies should be
channeled towards aspects of the I&R
process that they are able to control.

99. What are you able to control, influence and affect?
1.) Your Greeting 6)Communication &
Response Modes
2.) Your Tone
7.) Questions
3.) Your Listening
8.) Tools
4.) The Information
9.) Boundaries
5.) The Referral 10.) Your attitude

100. What don’t you control, influence and affect?
1.) Who, Why, What, When and How
2.) Eligibility Criteria
3.) Waiting Lists
4.) What the inquirer does with the information
5.) Outcomes?

101. What is AIRS Certification?
Certification is a professional credential awarded
to individuals who successfully complete
either the CIRS or CRS course. It is a personal
acknowledgement of demonstrated
competence in the field of Information &
Referral.
• I&R Systems/Services 10% of exam
• I&R Process 45% of exam
• Special Interventions 10% of exam
• Special Populations/Scenarios 35% of exam

102. Thank you for attending this session!
Faed Hendry
Manager – Training and Outreach
Findhelp Information Services
543 Richmond Street West Ste 125
Toronto, Ontario M5V 1Y6
416-392-4544
fhendry@findhelp.ca