AIRS: Information and Referral Customer Service

AIRS: Information and Referral Customer Service  

This course is all about service. Service can be defined as an act of helpful activity, help, aid, or assistance. It is not just what you do, but also how you do it; your attitude frames how it feels to be served by you. Service has some applicability to all instances of customer service, but it is primarily geared toward staff at Information & Referral (I&R) organizations - both the I&R Specialists who handle human service inquiries from the public and the supervisors who oversee this essential work. This interactive course discusses the importance of customer service, a positive attitude, and an openness to continuous assessment and improvement. It deals with basic communication techniques and good practices for opening and closing customer calls.


Hours: 1.50


Certificates provided by accrediting body (2 Match)

Georgia Paraprofessionals


Alliance of Information and Referral Systems Certificate of Completion


Course Details

Course Code: EL-IRCS-IR-AIRS
Hours: 1.5
Type: Online Course
Content Expiration Date: 6/30/2022
Learning Objectives:
Describe the nature of “I&R customer service” and why it is important.
Define the pivotal role attitude plays in the provision of quality I&R.
Outline the importance of a continued commitment to improvement through ongoing training and regular supervisory feedback.

Section 1: Introduction
A. About this Course
B. Learning Objectives
C. Course Introduction
Section 2: A Position of Privilege
A. A Position of Privilege
Section 3: Knowing the Framework
A. Knowing the Framework
B. Actions that Support the I&R Bill of Rights
Section 4: Getting the Physical Right
A. Getting the Physical Right
Section 5: Getting the Attitude Right
A. Getting the Attitude Right
B. Good & Bad Habits
C. Other Considerations
Section 6: Opening a Call
A. Opening a Call
Section 7: I&R Communication Techniques
A. I&R Communication Techniques
B. Communication Techniques
Section 8: More About Active Listening
A. More About Active Listening
Section 9: When Helping Means Saying “No”
A. When Helping Means Saying “No”
Section 10: Closing a Call
A. Closing a Call
B. Call Center Habits
C. What can the I&R Specialist Control?
Section 11: Training, Measuring, and Being Monitored
A. Training, Measuring, and Being Monitored
B. Let’s Review
Section 12: Conclusion
A. Take a Moment to Reflect on What You Learned
B. Congratulations

Instructor: 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.
Relias will be transparent in disclosing if any commercial support, sponsorship or co-providership is present prior to the learner completing the course.
Course Delivery Method and Format
Asynchronous/Online Distance Learning; please see certificate details for specifics on delivery format.
Relias has a grievance policy in place to facilitate reports of dissatisfaction. Relias will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias.
If you require special accommodations to complete this module, please contact Relias Support by completing the web form ( or by using the chat functionality.
All courses offered by Relias, LLC are developed from a foundation of diversity, inclusiveness, and a multicultural perspective. Knowledge, values and awareness related to cultural competency are infused throughout the course content.
Reference herein to any specific commercial product, process, or service by trade name, trademark, service mark, manufacturer or otherwise does not constitute or imply any endorsement, recommendation, or favoring of, or affiliation with, Relias, LLC.
All characteristics and organizations referenced in the following training are fictional. Any resemblance to any actual organizations or persons living or dead, is purely coincidental.
To earn continuing education credit for this course you must achieve a passing score of 80% on the post-test and complete the course evaluation.
If you require special accommodations to complete this module, please contact Relias Customer Support here.