Service Delivery: The Information and Referral Process


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    • Non-Member - $20
    • Individual Member - $10
    • Silver Member - $10
    • Gold Member - $10
    • Platinum Member - $10
    • Inform Canada Individual - $10
    • Inform Canada Organization - $10
    • Commercial Associate - $10

This interactive course is for new staff at Information and referral (I&R) organizations who will be responsible for handling I&R inquiries, the supervisors who oversee this essential work, and existing staff needing to reacquaint themselves with key principles. The content provides an overview of the activities of an I&R Specialist, a detailed analysis of the I&R process, and the communication techniques required to assist in that process.


It also represents useful preparation for more experienced staff who are preparing for an Inform USA CRS or CRS—DC examination.

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Service Delivery: Information and Referral Process
Begin self-paced component package.
Begin self-paced component package.
Inform USA Standards About I&R Service Delivery
Open to download resource.
Open to download resource. The foundation for I&R service delivery is the Inform USA Standards and Quality Indicators for Professional Information and Referral. These Standards were first published more than 35 years ago and are now in their 9th edition. The Inform USA Standards underpin and bind together every aspect of I&R. The Standards are the prime benchmark of quality I&R and the foundation of service delivery. There are 27 standards, including 6 standards on I&R service delivery.
Inform USA Standards Review Exercise
1 Question  |  Unlimited attempts  |  6/6 points to pass
1 Question  |  Unlimited attempts  |  6/6 points to pass
Final Exam
20 Questions  |  Unlimited attempts  |  24/31 points to pass
20 Questions  |  Unlimited attempts  |  24/31 points to pass
Certificate of Completion
1.50 Hour(s) of Professional Development credits  |  Certificate available
1.50 Hour(s) of Professional Development credits  |  Certificate available Certificate of Completion
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Role Play Exercise
5 Questions  |  Unlimited attempts  |  5/5 points to pass
5 Questions  |  Unlimited attempts  |  5/5 points to pass
Practice Scenario
4 Questions
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