This 5th edition of the Standards for Professional Information and Referral represents the most important version published to date. It includes a significant expansion of content, adding sections for Crisis Intervention and Disaster Preparedness, and it is the first version issued by the AIRS Standards Committee while operating under a new structure and a new set of policies and procedures.
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Les normes de l’AIRS (Alliance of Information and Referral Systems) pour les services professionnels d’information et de référence sont disponibles en français. L’appui de Citoyenneté et Immigration Canada a contribué au développement des normes de l’AIRS en français dans le cadre d’une initiative ontarienne. Ce projet vise l’amélioration des compétences et de la cohérence des services d’information et de référence pour le personnel de première ligne en établissement. Les normes de l’AIRS en français sont offertes par Findhelp Information Services/Services d’information Findhelp, un organisme membre de la Fédération InformCanada.
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The AIRS Standards for Professional Information and Referral are available in French. The support of Citizenship and Immigration Canada supported development of the AIRS standards in French as part of an Ontario-wide training project to enhance skills and consistency in information and referral for front line settlement staff. Provided by ICF member agency, Findhelp Information Services.
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This outline of information and referral provides a good overview. Provided by ICF member agency, Findhelp Information Services. Download about_informationandreferral.pdf
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.
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InformCanada is the AIRS representative in Canada. InformOntario is the provincial association. Professional I&R certification is available in Canada through InformCanada.
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.
