AIRS Professional Standards & Ethics 2 — Questions and Answers
Question 1: A caller asks the I&R specialist which of three local food pantries is 'the best one.' What is the most ethical response?
- Tell the caller that the specialist cannot discuss food pantries
- Describe each pantry's eligibility, hours, and services so the caller can choose (Correct answer)
- Recommend the pantry the specialist personally prefers
- Refer only to the pantry that is an agency partner
Correct answer: Describe each pantry's eligibility, hours, and services so the caller can choose
I&R ethics call for impartial information that supports the inquirer's own informed choice rather than personal endorsements.
Question 2: Under the principle of self-determination, what should a specialist do when an inquirer declines a referral the specialist believes would help?
- Transfer the call to a supervisor to change the inquirer's mind
- Make the referral anyway on the inquirer's behalf
- End the call because the inquirer is uncooperative
- Respect the decision while making sure the inquirer understands the available options (Correct answer)
Correct answer: Respect the decision while making sure the inquirer understands the available options
Self-determination means inquirers make their own decisions once they have accurate information about their options.
Question 3: A specialist recognizes the voice of a neighbor calling the I&R line about a domestic situation. What is the best practice?
- Disclose the call details to mutual friends who can help
- Continue the call and mention the relationship afterward to the neighbor
- Hang up to avoid any conflict of interest
- Follow agency policy on conflicts, which often means transferring the call to another specialist (Correct answer)
Correct answer: Follow agency policy on conflicts, which often means transferring the call to another specialist
Personal relationships create a conflict of interest that should be handled per agency policy, typically by transferring to a colleague when possible.
Question 4: Which situation most clearly justifies breaking confidentiality during an I&R contact?
- The inquirer's family member calls asking whether the person phoned
- A local news reporter requests statistics about the call
- The inquirer refuses to give their name
- The inquirer discloses imminent intent to seriously harm another identified person (Correct answer)
Correct answer: The inquirer discloses imminent intent to seriously harm another identified person
Imminent danger to self or others, or legally mandated reporting, is a recognized exception to I&R confidentiality.
Question 5: A service provider offers a specialist a gift card to thank them for 'sending so many clients our way.' What should the specialist do?
- Decline or report it according to agency gift policy because it may create a perceived bias in referrals (Correct answer)
- Accept it since it was given after the referrals were made
- Accept it and share it with the team
- Accept it only if it is worth under $100
Correct answer: Decline or report it according to agency gift policy because it may create a perceived bias in referrals
Gifts from providers can create real or perceived favoritism, so they should be declined or handled per agency policy.
Question 6: An inquirer speaks limited English. Which action best reflects AIRS standards for accessibility?
- Provide only website information since it can be auto-translated
- Refer the inquirer to an immigration office
- Ask the inquirer to call back with an English-speaking relative
- Use a qualified interpreter or language line service to conduct the contact (Correct answer)
Correct answer: Use a qualified interpreter or language line service to conduct the contact
AIRS standards require I&R services to be accessible, including access to interpretation for people with limited English proficiency.
Question 7: Which of the following is an ethical obligation when the I&R resource database lists an agency the specialist knows is closed?
- Ignore it since database maintenance is someone else's job
- Delete the record personally without documentation
- Report the inaccuracy promptly to the resource staff so the record can be verified and updated (Correct answer)
- Keep referring until the official update cycle
Correct answer: Report the inaccuracy promptly to the resource staff so the record can be verified and updated
Accurate information is central to I&R ethics, so known inaccuracies should be reported through proper channels immediately.
