AIRS I&R Community Resource Specialists Practice Exam

What is the purpose of a warm transfer in IandR services?

1. To provide clients with a list of resources

2. To provide direct connection to another service without losing the client

3. To schedule follow-up appointments

4. To conduct an eligibility assessment

The correct answer is: To provide direct connection to another service without losing the client

The purpose of a warm transfer in information and referral (I&R) services is to ensure that a client is directly connected to another service or resource while maintaining the continuity of the interaction. This method allows the agent to introduce the client to the next service representative, explaining the client's needs or situation before the transfer occurs. This personal connection is vital as it helps to reduce the client's anxiety and ensures that they receive assistance without having to repeat their story to multiple parties. While providing a list of resources may offer valuable information to clients, it does not create the direct connection that a warm transfer involves. Similarly, scheduling follow-up appointments and conducting eligibility assessments are important processes, but they do not align with the immediate nature of a warm transfer, which focuses on direct communication between the client and service provider. Thus, a warm transfer facilitates a smoother and more supportive transition between services, ultimately enhancing the client's experience and ensuring their needs are effectively met.