AIRS: Confidentiality in Information and Referral Services

AIRS: Confidentiality in Information and Referral Services 

“Don’t worry, our service is confidential.” If you ever find yourself saying those words to a client, then you need to know what that means . . . This course covers all aspects of client confidentiality within an Information & Referral (I&R) environment, including those circumstances when confidentiality must be overridden. Topics discussed within an interactive format include the concept of permission, the reporting of abuse, information relevance, practices surrounding call recording, and confidentiality within endangerment situations. The course is primarily geared for front-line staff and managers at I&R services that are responsible for the provision of services delivery to the public. The course was written by AIRS staff member, Clive Jones, a former President of InformCanada, who is responsible for the AIRS Certification Program, in addition to assisting with training and standards development. It was adapted from material within The ABCs of I&R (copyright AIRS). AIRS is the nonprofit Alliance of Information and Referral Systems at *Flash required.


Hours: 1.00


Certificates provided by accrediting body (2 Match)

Georgia Paraprofessionals


Alliance of Information and Referral Systems Certificate of Completion


Course Details

Course Code: EL-CONF-IR-AIRS
Hours: 1
Type: Online Course
Content Expiration Date: 11/30/2020
Learning Objectives:
Outline the practical and ethical reasons for confidentiality within I&R.
Define the requirement for obtaining permission before disclosing personal information about an inquirer to another organization.
Identify those occasions when confidentiality takes second place to a statutory requirement to report abuse, or to intervene in order to prevent someone from seriously harming themselves or others.

Section 1: Introduction A. About This Course B. Course Objectives Section 2: Confidentiality in I&R A. Confidentiality B. Confidentiality in I&R Section 3: Confidentiality Policies and Practices A. Confidentiality Policies and Practices Section 4: Explicit Permission A. Explicit Permission Section 5: Reporting Abuse A. Reporting Abuse Section 6: Confidentiality and Endangerment A. Confidentiality and Endangerment Section 7: Relevance of Information A. Relevance of Information Section 8: Call Monitoring/Recording A. Call Monitoring and Reporting Section 9: Confidentiality in Resource Databases A. Confidentiality in Resource Databases Section 10: Addressing Confidentiality A. Examples of Applying Good Confidentiality Practices Section 11: Confidentiality within the AIRS Standards A. Confidentiality within the AIRS Standards B. Let’s Review Section 12: Course Summary A. What Did You Learn? B. Congratulations

Staff Writer: Clive Jones, B.A.
Clive Jones is a consultant specializing in association management, standards development, and the operation of certification and accreditation programs. He is actively involved in the planning and implementation of 2-1-1 systems in Canada and the United States. With over 20 years of community services experience, Clive is the former Director of Operations for 2-1-1 Toronto and a past President of InformCanada. Before joining the non-profit sector, he worked as a news writer, corporate video producer, and editor for a legal publishing company. Clive has an Honours B.A. in Politics and History, and diplomas in Broadcast Journalism and Call Centre Management. Disclosure: Clive Jones, B.A. has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
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Course Delivery Method and Format
Asynchronous/Online Distance Learning; please see certificate details for specifics on delivery format.
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