InformCanada

Standards for Professional Information and Referral

This 6th edition of the Standards for Professional Information and Referral is a comprehensive upgrade and there are small and large changes throughout the document. In reality, it should all be read carefully!

 

A more significant change is that Quality Indicators have been introduced that can be used to determine the degree of adherence to the standards or achievement of quality goals. These indicators are ideals that support and provide a framework for the actual standards.  

 

In addition to these changes, there are a number of new Standards that are being introduced such as Additional Channels for Access, Content Management and Indexing, and Program Evaluation and Quality Assurance.

A detailed review of the changes in this English-version 6^th edition can be found on the AIRS website – link here

Download English-version 6^th edition Standards >>>

 

AIRS Standards in French

InformCanada is pleased to release the 6th edition of the Standards for Professional Information & Referral. First published in 1973 and now in its 6th edition, the AIRS Standards underpin and bind together every aspect of I&R and define the direction of all the products and services provided by AIRS. The Standards are the foundation of 2-1-1 service delivery and the prime benchmark of quality I&R. There are 28 Standards, covering every facet of an I&R operation.

A significant change is that Quality Indicators have been introduced that can be used to determine the degree of adherence to the standards or achievement of quality goals. In addition to these changes, there are a number of new Standards that are being introduced such as Additional Channels for Access, Content Management and Indexing, and Program Evaluation and Quality Assurance.

The French-language version of AIRS Standards for Professional Information and Referral is available for free to everyone passionate about quality I&R.

Les normes de l’AIRS disponibles en français

 

InformCanada est heureux de présenter la 6e édition des Normes des services professionnels d’information et de référence.

Publiées pour la première fois en 1973, les normes AIRS récapitulent et rassemblent chaque aspect de l’I&R et définissent la direction de tous les produits et services fournis par AIRS. Elles sont le fondement de la prestation du service 2-1-1 et la référence de choix d’un service d’I&R de qualité. Il existe 28 normes couvrant chaque aspect d’une service d’I&R.

Un changement significatif aux normes est l’ajout d’indicateurs de qualité pouvant être utilisés pour déterminer le degré d’adhésion aux normes ou la réalisation d’objectifs en terme de qualité. En plus de ces changements, de nouvelles normes ont été ajoutées, comme les modes d’accès complémentaires, la gestion du contenu et l’indexation et, l’évaluation de programme et l’assurance qualité.

 Les Normes des services professionnels d’information et de référence sont disponibles sans frais à tous les passionés d’un service d’I&R de qualité.

About Information & Referral

This outline of information and referral provides a good overview. Provided by ICF member agency, Findhelp Information Services. Download about_informationandreferral.pdf

Standards for Professional I&R

Information & Referral Comprehensive I&R organizations provide a single point of access for information on community, social, health and government services. I&R service delivery follows a multi-channel model, including over-the-counter, phone, print and Internet service delivery points, all integrated through a human services database. All sectors require skilled I&R providers. I&R professionals provide one-on-one, human contact with an inquirer, often by phone or face to face.

The dual goals of I&R are (a) to facilitate access to services, and (b) to overcome the many barriers that obstruct entry to needed resources.

Thus, the purpose of I&R services may be defined as twofold: (a) to link the inquirer with an available, appropriate and acceptable service, and (b) to utilize the data of an I&R reporting system for purposes of social planning, program development, outreach, advocacy and evaluation.

Risha Levinson’s definition from New Routes to Human Services captures the complexity of effective information and referral that underlies superior customer service in the non-profit and public sector.

In addition to interpersonal and assessment skills, I&R professionals need to be able to find and interpret the information required by the customer or client. I&R is an organized set of systems of services, agencies, and/or networks that aims to facilitate universal access to human services. Through the use of an updated and readily retrievable resource file and/or automated databases, trained I&R staff link inquirers in need of information and/or services to appropriate resources in accordance with standards of professional practice. A reliable database also provides resources for advocacy, policy, programming, and social planning in the interest of promoting universal access to human services.

The 6th edition of the I&R Standards are posted on this site.

InformCanada is the AIRS representative in Canada. InformOntario is the provincial association. Professional I&R certification is available in Canada through InformCanada.

Standards and 211

InformCanada and United Way of Canada - Centraide Canada are national partners in 211. I&R and UWs share a deep, historical commitment to the fundamental importance of accessible, comprehensive information and referral services as a critical component of social infrastructure. InformCanada has developed the Minimum Standards for Operating a 211 Service in Canada, which form a vital component of the 211 Canada Charter. See 211Canada.ca for the full charter and 211 standards.