Community Resources and Referral
Mock Exam
Course Introduction
Community Resources and Referral explores the wide array of services, agencies, and support systems available to individuals and families within a community. The course introduces students to the methods for identifying client needs and appropriately connecting them to relevant resources, such as healthcare, housing, education, financial assistance, and counseling. Students learn effective interviewing, assessment, and documentation techniques, as well as strategies for building collaborative relationships with service providers. Emphasis is placed on ethical considerations, cultural competence, and advocacy skills to ensure referrals are made in an effective, equitable, and client-centered manner.
Recommended Textbook
Fundamentals of Case Management Practice Skills for the Human Services 5th Edition by Nancy
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25 Chapters
396 Verified Questions
396 Flashcards
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Chapter 1: Case Management: Definition and Responsibilities
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Sample Questions
Q1) Give 3 examples of Informal and Folk supports that a case manager will refer a client to for help.
Answer: <i>Any services identified by the Instructor in their community is an appropriate answer.</i>
Q2) What is the foundation for the development of a client plan for service or treatment? Answer: <i>Assessment</i>
Q3) In considering the level of assistance a client needs,the agency will:
A) Always assign the most intensive level case manager so that the client can have the most individual attention
B) Assess the client's situation during the intake interview, and assign a case manager based on determined need
C) Simply assign an administrative case manager at first to assess the level of need
D) Assign a resource coordinator to assist the client in handling the details of the treatment plan
Answer: B
Q4) Beyond assessment and planning,what are the 2 other steps of case management? Answer: <i>Monitoring and linking </i>
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Chapter 2: Ethics and Other Professional Responsibilities for
Human Service Workers
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Sample Questions
Q1) On a social networking site such as Facebook,a social services provider may discuss a client:
A) When the patient's identifying information is removed
B) When the site is a private one and not part of the caring institution or agency
C) Under no circumstances
D) Only with people who do not know the patient
Answer: C
Q2) When a client is tld about effects,adverse effects,services being offered and any alternatives,this is called what?
Answer: When a client is informed about the effects, adverse effects, services being offered, and any alternatives, this process is called "informed consent." Informed consent is a fundamental principle in healthcare and various professional services that ensures a client or patient is fully educated about the benefits, risks, and options before agreeing to proceed with a treatment, procedure, or service. It is a way to respect and promote an individual's autonomy and right to make decisions about their own health and well-being. The process typically involves a discussion between the provider and the client, where the provider must ensure that the client understands all relevant information to make a voluntary and educated decision.
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Chapter 3: Applying the Ecological Model: A Theoretical
Foundation for Human Services
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Sample Questions
Q1) The service plan the human services worker designs for the client should be two-pronged and should include___________ interventions.
A) Life transitions and cognition
B) Substance abuse and job training
C) Workplace and community
D) Personal and environmental
Answer: D
Q2) The case manager's ability to address issues on the three context levels is referred to as:
A) The generalist approach
B) The ecological model
C) The individual environmental approach
D) The macro level
Answer: A
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Chapter 4: Cultural Competence
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Sample Questions
Q1) Strangers are:
A) Whomever the minority culture defines as different
B) People whose ways of acting are different and who are not members of our in-group
C) People whose behavior is inferior to ours
D) Persons whom human services workers should avoid serving
Q2) It is the ethical responsibility of human services workers to become familiar with the culture of the client so that:
A) Cultural differences do not become obstacles to good communication
B) Every possible culture that a client represents is part of the human services worker's cultural repertoire
C) The client will feel more affinity toward human services workers
D) The human services worker's own ethnic group does not color the client's opinion
Q3) When we project our own assumptions about persons from a different culture,we:
A) Are creating the opportunity for clearer communication with them
B) Improve our understanding of their culture
C) Are including them into our group
D) Are attempting to reduce our own anxiety or uncertainty about them
Q4) Briefly define culture.
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Chapter 5: Attitudes and Boundaries
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Sample Questions
Q1) A worker establishes a warm atmosphere by:
A) Directing the client to better decisions than the client would have made on his or her own
B) Expressing honest disapproval when the client's decision is likely to lead to further trouble
C) Refraining from suggesting change in order to avoid confrontation with the client
D) Being friendly, nonjudgmental and receptive
Q2) As case managers,we need to erect useful boundaries between ourselves and the client.This means:
A) Understanding the differences between our situation and the client's situation despite possible similarities
B) Letting the client know that he or she can benefit from our similar experiences
C) Ensuring the client makes continued progress toward goals by stepping up our level of involvement in the case
D) Seeking employment in an agency that deals with issues similar to those in our own life
Q3) What are the 3 basic helping attitudes?
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Chapter 6: Clarifying Who Owns the Problem
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Sample Questions
Q1) The person who owns the problem is the person whose (fill in the blank).
Q2) The clinician's goal in working out the own level of involvement in moving toward a solution to the client's problem would be to:
A) Allow the client opportunities to exercise self-determination and independence
B) Make certain that all therapeutic goals are achieved
C) Make certain that the client find the solution
D) Make certain that he or she demonstrate no difference between the professional relationship and a friendship away from work
Q3) When a client comes to you with a problem,______.
A) You must solve it for them
B) Listen, and then advise the best solutions for the client
C) Listen, provide resources and help the client arrive at a solution
D) The client must demonstrate that he or she can solve it
Q4) Briefly describe why it is not uncaring to allow a client to own the problem.
Q5) How should a case manager resolve an issue if they own the problem?
Q6) Name the 4 reasons why it is important to know who owns the problem.
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Chapter 7: Identifying Good Responses and Poor
Responses
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Sample Questions
Q1) Name the 4 roadblocks to communication.
Q2) "Thanks for telling me." Is an example of what?
Q3) What is the difference in giving false praise versus positive feedback?
Q4) Name 2 of the 4 major problems that can occur when you are communicating with a client.
Q5) "I'm not clear about ...?" is an example of a(n):
A) Response to feelings
B) I-message
C) Open question
D) Closed question
Q6) Provide an example of praising a client.
Q7) What is the purpose of a closed question?
Q8) Good responses in a therapeutic setting tend to:
A) Demonstrate that the worker has the correct answers and solutions
B) Enhance dialogue and collaboration
C) Cause the client to speak in pleasantries
D) Make clear the superiority of the worker
Q9) "It appears to me that ." Is an example of what? Page 9
Q10) Describe and give 1 example of an open question.
Q11) Describe and give 2 examples of how a case manager can invite collaboration.
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Chapter 8: Listening and Responding
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Sample Questions
Q1) What are 4 other words to describe overwhelmed?
Q2) When everyone is calmed down a bit,you take notice of the daughter trying to talk to her parents,who are busy with each other. <u>Write a statement or question that might help the parents take notice of their daughter.</u>
Q3) The girl finally agrees to speak to her parents and she comes down stairs with you. She looks to you to begin the conversation. <u>Write an open ended question to assist the family in discussing the problem.</u>
Q4) Reflective listening in a therapeutic setting:
A) Allows the clinician to offer advice or solutions
B) Is a roadblock to communication
C) Often creates misperceptions
D) Is empathetic and the most useful kind of response
Q5) When the young man answers your questions,he leaves the house. The family is very quiet until the father announces he will call the police because this is against the law. The dtr.breaks down in sobs; the mother is trying to restore some order to this emotionally charged situation. <u>Write one (1)closed ended question you might ask to help the family formulate a plan</u>
Q6) List the 2 positive reasons for reflective listening.
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Chapter 9: Asking Questions
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Sample Questions
Q1) Appropriate questions to ask during the interview include:
A) Those that explore tangential topics in order to satisfy your curiosity
B) Those that are value neutral
C) Those to which there is clearly one correct answer
D) Those to which the client is aware that you already know the answer
Q2) Questions that make the client feel uncomfortable include:
A) I-messages
B) Open questions
C) Why questions
D) Questions in which the client is asked about his feelings
Q3) What is the trouble with starting a question with "Why?"
Q4) "Did Dr.Langley prescribe any medication when you saw her in the past?" is an example of:
A) A question that directs the clinician toward a solution
B) A closed question
C) A prying question
D) An open question
Q5) When asking a client multiple questions,what might the client begin to feel?
Q6) Describe and give 2 examples of open questions a case manager might asked a client.
Page 12
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Chapter 10: Bringing up Difficult Issues
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Sample Questions
Q1) Confrontation is sometimes necessary when:
A) The client asks for assistance, but the clinician has made no headway in finding a solution
B) There is a discrepancy between what the client is saying and his or her body language
C) The client continues drinking while in therapy
D) The client experiences schizophrenic symptoms
Q2) Name one of the 5 reasons outlined in the book for addressing discrepancies with a client.
Q3) Correct the following statement to reflect the steps outlined in Ch 10: <i>"You really should think about what you are about to do.It might be dangerous."</i>
Q4) Asking the client permission to share your ideas with him or her allows the clinician to:
A) Make sure the client takes responsibility for actions
B) Offer advice while still remaining in charge of the client's situation
C) Offer advice while still leaving the client in charge of his situation
D) Set an example of courtesy for the client
Q5) What is one of the 4 parts in constructing an "I" messages when addressing difficult issues with a client?
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Chapter 11: Addressing and Disarming Anger
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Sample Questions
Q1) The client is angry and shouting in a room full of other clients who are eating lunch. The worker ignores the client,loudly clears the room of all the other clients in a breathless manner,yells at the shouting client,"We know what we're doing here! We know what is best for you! Don't you dare come in here and yell at me!<b>" List at least 4 things the worker did wrong</b>
Q2) <b>In at least 5 exchanges (that is,the client says 5 things and you say 5 things)disarm this angry client.</b> He says: "I am so sick and tired of saying the same thing over and over again. Every time I come in here it's a new worker. One gets married,one gets a better job,one goes on vacation and never comes back. We start <i>all</i> over again."
Write your answer as a process recording using the following format:
Q3) Focusing on a solution in order to disarm anger is best described as being:
A) Conciliatory
B) Reciprocal
C) Collaborative
D) Negotiated
Q4) Name 2 of the 4 steps in disarming anger effectively.
Q5) What is wrong with the following statement: <i>"You are not listening to me.I feel that you would be better off if you went to rehab."</i>
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Chapter 12: Collaborating With People for Change
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Q1) Discuss what is meant by the following statement: <i>Recovery should address the client in an holistic manner.</i>
Q2) It is suggested that when people see or perceive discrepancies between their expectations and reality,the response is one of:
A) Dissonance
B) Ambivalence
C) Anger
D) Ostracism
Q3) Taking the client's side in reflective listening can be particularly effective when the client is expressing:
A) Anger
B) Being stuck in a quagmire
C) Reluctance
D) Rebelliousness
Q4) Discuss 2 common mistakes case managers make when they see ambivalence in their clients
Q5) A key concept in Human Services and case manager is the client's right to self determination.Discuss your understanding of that concept in a few brief sentences.
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Chapter 13: Case Management Principles: Optional Review
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Sample Questions
Q1) Margaret is conducting the intake.The first place in which her name appears on the intake form is:
A) Step 1
B) Step 3
C) Step 9
D) At the bottom of the final page along with the date
Q2) Pertaining to the intake item of "chief complaint," it is essential to record:
A) Why the client called but only in general terms
B) The specific catalyst for the call
C) How the client obtained the contact details for the agency (if self-referred) plus the complaint itself
D) Why the client decided to call now
Q3) If the person undergoing intake is employed,input the following information to the form:
A) Name of employer
B) Name, address, and telephone number of employer
C) Name and telephone of employer, length of employment
D) Name and telephone number of employer
Q4) On a verification form,what date should a case manager put on the date line?
Q5) Name 2 of the 4 guidelines for filling out forms.
Page 16
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Chapter 14: Documenting Initial Inquiries
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Sample Questions
Q1) In the first face-to-face interview with the client,the counselor has three distinct tasks.Which of the following is not contained in any of the three?
A) The establishment of rapport
B) Understanding the need of the client
C) An understanding of the client's perceptions
D) A formal treatment plan
Q2) The initial meeting is the time to discuss:
A) Confidentiality and portability
B) Confidentiality, portability, and your theoretical approach
C) Portability, secrecy, confidentiality, insurance reimbursement, and final treatment plan
D) Portability, confidentiality, and limitations of confidentiality
Q3) The treatment plan developed in the first session between client and counselor can be described best as:
A) Speculative
B) Rough draft
C) Tentative
D) Temporary
Q4) Write an open question that can help the client begin to tell their story.
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Chapter 15: The First Interview
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Q1) Name 2 things a case manager might note under <i>impressions.</i>
Q2) A comprehensive medical assessment requires all but which of the following?
A) Allergies
B) Childhood illnesses
C) Surgeries
D) Fears and phobias associated with medical care
Q3) It is considered _______________ that no questions be skipped during the social history assessment.
A) Generally unimportant
B) Somewhat important
C) Very important
D) Critical
Q4) What are the 3 things that should be included on a brief social history?
Q5) Social histories:
A) Are uniform from agency to agency
B) Vary widely from profession to profession in terms of format
C) Can be almost indiscernible from place to place
D) Generally contain the same information though wording and format can differ markedly
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Chapter 16: Social Histories and Assessment Forms
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Q1) Although helpful to those in various health-care settings,a primary danger of formal diagnosis and the DSM in general is:
A) Overuse
B) Blame
C) Labeling
D) Misuse by those without adequate knowledge and training
Q2) The DSM 5 now includes a notation of the:
A) Severity of the disorder
B) Global Assessment of Functioning scale
C) Axis II
D) The clinician's opinion
Q3) During which period did morality and humane treatment enter the collective conscious of those seeking to effectively treat patients with mental illness?
A) Late 18th century
B) Turn of the 20th century
C) Early to mid-19th century
D) Late 19th century
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Chapter 17: Using the Dsm
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Q1) Steven is the subject of a mental status examination (MSE).You,the counselor,should pay particular attention to all of the following except:
A) Verbal communication and nonverbal communication
B) Content of Steven's communication
C) Nonverbal communication
D) Steven's diagnostic history
Q2) Name 3 attitudes a case manager might note on the MSE?
Q3) When assessing an individual's overall intelligence,_____________ sensitivity is of paramount importance.
A) Intellectual
B) Cultural
C) Personal
D) Historical
Q4) What is the one appearance characteristic that a case manager should note on a MSE?
Q5) Client 1 has a Major Depressive Disorder with melancholic features.Using the DSM V,if available,write the code,symptoms and prevalence in the general population.
Q6) Describe what tardive dyskinesia is
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Chapter 18: The Mental Status Examination
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Q1) It is advised that you have the client sign the appropriate release forms:
A) Prior to your first meeting
B) During the assessment
C) After rapport has been established
D) Never; it is not appropriate to exchange information
Q2) When the assessment material which you sent for has been released and arrived,it is time to:
A) Breathe a sigh of relief
B) Make a DSM diagnosis
C) Format a service plan
D) Conduct an MSE
Q3) When sending general information on a past client which contains references to HIV-AIDS to an agency which requested it,an HIV-AIDS release is:
A) Always needed
B) Recommended
C) Never needed
D) Not always available and not always needed
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Chapter 19: Receiving and Releasing Information
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Q1) Lack of resources,culture,language,and mental illness all constitute potential ______________ to achieving goals.
A) Impediments
B) Obstacles
C) Barriers
D) Limitations
Q2) What are 3 areas that a case manager might look to find strengths?
Q3) When assessing for strengths in all clients,particularly children,it is highly useful to present them with:
A) Choice
B) Prompts
C) Open-ended questions
D) Verbal and nonverbal cues
Q4) List 2 goals for a client that has become unemployed and is in danger of loosing the family apartment.
Q5) Name 3 common barriers that can prevent a case manager from fully understanding a client.
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Chapter 20: Developing a Service Plan at the Case Management Unit
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Q1) Name 2 elements of a case managers presentation at a planning meeting.
Q2) A case manager who is presenting on behalf of a client should monitor him-or herself for:
A) Nervousness
B) Defensiveness
C) Ability to establish rapport
D) Reciprocity
Q3) Which of the following is not a stated goal for your planning meeting?
A) Drawing up of a tentative service plan
B) Deciding on the proposed level of case management
C) Diagnosis
D) Decisions regarding service provision
Q4) The end of the planning meeting heralds the period of:
A) Resource funding
B) A tentative service plan
C) Referral
D) Ending the relationship with the client
Q5) Name the 3 things recommended to bring to a planning meeting.
Q6) What are the 3 goals for a planning meeting?
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Chapter 21: Preparing for a Service Planning Conference or Disposition Planning Meeting
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Q1) Refusal to identify next-of-kin is a:
A) Legitimate reason to deny services
B) Legal issue; there must be a person to be contacted in the event of an emergency
C) Generally regarded as a right of the client
D) Decision which must foster discussion between counselor and client
Q2) A specific area of concern on the face-sheet is contraindications regarding:
A) Pregnancy, medications, and treatment
B) Childbirth and marital status
C) Psychiatric evaluation and court-ordered treatment
D) Age and numbers not to be called
Q3) A client becomes a formal participant in your caseload following:
A) The initial assessment
B) The establishment of a plan
C) A verification letter
D) A referral
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24
Chapter 22: Making the Referral and Assembling the Record
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Q1) Write a contact note for the following: Maria came to see you today after a night of drinking with her friends.This is the third time this has happened in 6 months.You discuss your concern with her.Maria refuted the idea that she has a drinking problem and became hostile and loud.She left the appointment very angry and you are frustrated by her behavior.No follow up was scheduled.
Q2) Correct the following case note: 07/15/15: Phil called the office today to complain about his services.Reports that he has had little contact with his housing manager and his psychiatrist.Appears very agitated and angry.Will call both to clarify what the issue is and see what they have to say about what has happened.
Q3) The case manager,Enrique,meets with the rabbi of his client,Josh.This is known as which type of meeting?
A) Collaborative
B) Consensual
C) Collateral
D) Assessment
Q4) List 5 words that could be construed as judgmental in documenting a contact with a client
Q5) Name 4 significant disabilities that need to documented.
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Chapter 23: Documentation and Recording
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Q1) Monitoring of treatment and/or services is a fundamental aspect in the demand for:
A) Progress
B) Goal achievement
C) An agency's seal of quality
D) Reimbursement
Q2) Therapeutically speaking,a crisis:
A) Usually causes setback
B) Almost always results in relapse when the client is in recovery
C) Drains the limited resources of a case manager
D) Can be the catalyst for growth
Q3) Describe how a case manager can monitor a client outside of the office environment.Be sure include the advantages of doing so.
Q4) When goals are not being attained and progress is not going as expected,it is recommended that the case manager send a message to the referral-agency contact utilizing which specific pronoun?
A) You
B) He/she
C) They
D) I
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Chapter 24: Monitoring the Services or Treatment
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Q1) Helen is in work-adjustment training following a traumatic brain-injury (TBI).Her goal is to become employable.Which of the following is a treatment intervention?
A) Explaining to Helen the importance of proper attire
B) Discussing the importance of making a professional impression.
C) Taking Helen to The Gap and monitoring her while she picks out several new work outfits.
D) Developing a system by which Helen's attire will be deemed acceptable or unacceptable
Q2) Which of the following is an inappropriately written goal statement?
A) "Marco will attend work-adjustment training for 30 of 30 scheduled sessions."
B) "Manny will show up punctually for work for the duration of the six-week program."
C) "Natasha, with the assistance of her educational counselor Vickie, will decide on a realistic training program."
D) "Jake will remain drug free for the three-month duration of his court-ordered counseling"
Q3) Using the above example,now devise individual steps to achieve the goals and objectives.
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Chapter 25: Developing Goals and Objectives at the Provider Agency
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Q1) Name 3 feelings a client might have when the case is being terminated.
Q2) A summarization letter regarding reasons for termination should:
A) Precede the termination interview
B) Follow the termination interview
C) Be presented at the termination interview
D) Be presented as the client departs from the termination interview
Q3) List 4 things that need to be included in the discharge summary.
Q4) Treatment goals should be included in the discharge summary:
A) Only if they were achieved
B) Regardless of whether or not they were achieved
C) Only in a sensitive manner, if they were not achieved
D) Only in a manner that would not bias a future treating professional
Q5) Any items which have not been addressed in specific sections of the discharge summary but which necessitate mention should be included in a section titled:
A) Additional Issues
B) Addendum
C) Supplementary Issues
D) Ancillary Issues
Q6) List 2 reasons why a case manager might close a case.
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