AIRS: Crisis Intervention within Information and Referral


Information and Referral (I&R) is not a crisis service. Yet I&R practitioners have always and will always need to occasionally handle crisis situations, including suicide calls. This course addresses the skills required to do so. This course covers all aspects of crisis intervention within an I&R environment. Topics discussed within an interactive format include defining the nature of crisis, the search for coping mechanisms, and the types of crisis generally encountered within I&R. It includes a crisis intervention model and the elements of a suicide risk assessment. The material is primarily geared for front-line staff at I&R services that are responsible for the provision of services delivery to the public. It is not appropriate for crisis specialists but may be a practical primer for other professionals within health and human services. 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


Hours: 1.50


Certificates provided by accrediting body (2 Match)

Georgia Paraprofessionals


Alliance of Information and Referral Systems Certificate of Completion


Course Details

Hours: 1.5
Type: Online Course
Content Expiration Date: 11/30/2020
Learning Objectives:
Outline the objectives and responsibilities of an I&R Specialist dealing with a crisis situation.
Describe the components of a crisis intervention model.
Define the basic elements of a suicide risk assessment.

Section 1: Introduction
A. About the Course
B. Learning Objectives
Section 2: Nature of a Crisis
A. Nature of a Crisis
B. Let’s Review
Section 3: Crisis and Coping Mechanisms
A. Crisis and Coping Mechanisms
Section 4: Crisis Intervention in I&R
A. Crisis Intervention in I&R
Section 5: Immediate Risk Assessment
A. Immediate Risk Assessment
Section 6: Crisis Assessment and Referral
A. Crisis Assessment and Referral
B. Let’s Review
Section 7: A Crisis Intervention Model
A. A Crisis Intervention Model
Section 8: I&R Communication Techniques
A. I&R Communication Techniques
Section 9: Elements of Suicide Risk Assessment
A. Elements of Suicide Risk Assessment
B. Let’s Review
C. Flash Card Review
Section 10: Course Summary
A. What Did You Learn

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.
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Course Delivery Method and Format
Asynchronous Distance Learning with interactivity which includes quizzes with questions/answers, and posttests.
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