Helping you help people, this interactive course is for new staff at Information & Referral (I&R) organizations who will be responsible for handling I&R inquiries, for the supervisors who oversee this essential work, and for 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 a useful preparation for more experienced staff who are preparing for an AIRS CIRS or CIRS-A examination. 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). Additional AIRS online courses deal in more detail with specific aspects of the I&R process such as advocacy and crisis intervention. AIRS is the nonprofit Alliance of Information and Referral Systems at www.airs.org.