Human Services Administration
Mock Exam
Course Introduction
Human Services Administration explores the principles and practices involved in managing organizations that deliver social services to diverse populations. The course covers key concepts such as organizational structure, strategic planning, program development, leadership, policy formulation, budgeting, and human resource management within human services settings. Students learn how to address challenges related to service delivery, funding, and ethical considerations, while developing the skills necessary to supervise staff, implement effective programs, and advocate for community needs. Emphasis is placed on the integration of administrative theory with practical applications to prepare future leaders for work in non-profit agencies, governmental organizations, and other human service environments.
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) The case manager should avoid using the following resource(s)in the planning stage of the client's care:
A) A family member suspected of abusing the client
B) Peer support
C) Social service agencies
D) Community resources
Answer: A
Q2) Once the client has been linked to the services he or she needs,the case worker must:
A) Continue monitoring the client's progress and advocating for his or her needs
B) File a report and close the client's case
C) Allow the client's other social service workers' requirements to take precedence
D) Avoid contacting the client's other service professionals to coordinate care, in the interest of protecting the client's privacy
Answer: A
Q3) Beyond assessment and planning,what are the 2 other steps of case management?
Answer: <i>Monitoring and linking </i>
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Page 3
Chapter 2: Ethics and Other Professional Responsibilities for Human Service Workers
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Sample Questions
Q1) Ethical practices in the social services are in place because:
A) They prevent a civil suit being brought against the human service worker
B) They prevent the social human worker from being fired
C) They prevent the exploitation of the individuals seeking human services
D) Most professions monitor the behavior of their members
Answer: C
Q2) Courts may commit a patient to a care facility without the patient's consent when:
A) The patient has a mental illness
B) The courts determine that the mentally ill patient must be punished
C) The institution provides the patient with the most comprehensive treatment available
D) The patient is a risk to himself or herself but refuses to sign a commitment for appropriate treatment
Answer: D
Q3) The term confidentiality is best described as an ethical and (fill in the blank)concept.
Answer: The term confidentiality is best described as an ethical and legal concept.
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4
Chapter 3: Applying the Ecological Model: A Theoretical
Foundation for Human Services
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Sample Questions
Q1) 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
Q2) 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
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Chapter 4: Cultural Competence
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Sample Questions
Q1) Cultures,subcultures,race and ethnic groups are examples of:
A) Reasons not to serve certain clients
B) Prejudice
C) Sociological divisions among people
D) Political divisions among people
Q2) What are 3 ways individualistic cultures view time?
Q3) 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
Q4) Briefly define ethnocentrism.
Q5) A person from a collectivist culture would tend to:
A) Rely on low-context communication for comprehension of meaning
B) Communicate in a similar way to members of in-groups and out-groups
C) Communicate in a more ambiguous way to avoid hurting or imposing on others
D) Support unique individual beliefs
Q6) Name 4 countries that tend to be individualistic
Q7) Briefly define race.
Page 6
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Chapter 5: Attitudes and Boundaries
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Sample Questions
Q1) What are the 3 basic helping attitudes?
Q2) As case managers,we need to refrain from erecting boundaries that are not useful between ourselves and the client.This means:
A) Understanding that good service means first to protect yourself
B) Understanding the similarities in thought and behavior that you have with your client based on cultural similarities
C) Understanding the client's cultural characteristics if different from your own
D) Collaborating with the client rather than taking control of that person's care
Q3) The case manager may remind the client of someone from the past whom he or she dislikes.This is an example of:
A) False attributions
B) Positive transference
C) Negative transference
D) Countertransference
Q4) Name 2 false attributes.
Q5) Briefly define transference.
Q6) Briefly define countertransference.
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Page 7
Chapter 6: Clarifying Who Owns the Problem
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Sample Questions
Q1) A 17-year-old single mother of a severely disabled child has been disowned by her family and seeks help sorting out her situation:
A) The case manager owns the problem because the client is too young to make decisions for herself
B) Both the client and case manager own the problem, but because the client is too young to make decisions for her life, the case manager is ultimately responsible for finding a solution
C) The client owns the problem, but the case manager needs to take the reins in finding a solution in consultation with the client
D) The client owns the problem and must take the reins in finding a solution to her problem despite her youth
Q2) The strategy behind determining the level of intervention we provide to the client is based on:
A) Consultation with the client's family and close associates
B) Knowing your own level of professional training
C) The need to solve the client's problem
D) Knowing the client's strengths and limitations
Q3) How should a case manager resolve an issue if they own the problem?
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8
Chapter 7: Identifying Good Responses and Poor
Responses
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Sample Questions
Q1) Responses that block communication are ones that:
A) Structure therapeutic communication
B) Aid the worker in hearing what is really important
C) Most likely promote withdrawal and defensiveness
D) Most likely promote rapport and clarity
Q2) Poor responses in a therapeutic setting tend to:
A) Set up barriers to real understanding and dialogue
B) Promote dialogue and collaboration
C) Involve the client in arriving at a solution
D) Give the impression that the client is on an equal footing with the worke
Q3) Good responses in a therapeutic setting tend to:
A) Require practice to make them automatic
B) Promote withdrawal and defensiveness
C) Promote withdrawal and defensiveness.
D) Make clear the superiority of the worker
Q4) What is the difference in giving false praise versus positive feedback?
Q5) "Thanks for telling me." Is an example of what?
Q7) "It appears to me that ." Is an example of what? Page 9
Q6) Name 2 of the 4 major problems that can occur when you are communicating with a client.
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Page 10
Chapter 8: Listening and Responding
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Sample Questions
Q1) What are 4 other words to describe overwhelmed?
Q2) In order to respond adequately to the content of what the client is saying,a skilled listener should:
A) Verify that the client is telling the truth
B) Provide advice to the client
C) Check the accuracy of the information he or she heard
D) Listen for changes in the facts of the story for signs of lying
Q3) The following is an example of a correct,empathetic response to a client who has wrecked a new car:
A) "Well, what happened?"
B) "It sounds like you're blaming yourself for this."
C) "There are just too many drivers on the road."
D) "You can't daydream when you're driving."
Q4) The self-acceptance that the client gains through the worker's reflective listening can be a catalyst for:
A) Being corrected by the client
B) Heightened emotions on the part of the client
C) Defensiveness on the part of the client
D) Change and growth on the part of the client
Q5) Name the 2 aspects of reflective listening.
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Chapter 9: Asking Questions
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Sample Questions
Q1) Open-ended questions are:
A) Never formulaic
B) Constructed in a way to encourage the client to provide identifying information
C) Constructed in a way to encourage the client to express feelings and opinions
D) Enhanced by using the words "how," "why," "what," "when" and "where"
Q2) What is the trouble with starting a question with "Why?"
Q3) When asking a client multiple questions,what might the client begin to feel?
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) Describe and give 2 examples of open questions a case manager might asked a client.
Q6) What are the 3 instances when it is necessary to ask questions?.
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Chapter 10: Bringing up Difficult Issues
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Sample Questions
Q1) Name one of the 5 reasons outlined in the book for addressing discrepancies with a client.
Q2) 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
Q3) When a case manager needs to express a firmer message,there are 4 steps to the process.Describe them.
Q4) In order to make an I-message effective,the clinician should:
A) Suggest a solution while also asking the client for a solution
B) Avoid asking the client how he or she sees the situation
C) Be confident that he or she is privy to all the information and avoid searching for extenuating circumstances
D) Follow an observation that supports the client's point of view with "but" or "however" in order to add an opposing opinion
Q5) A case manager should focus on tangible behavior.What does tangible mean?
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Chapter 11: Addressing and Disarming Anger
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Sample Questions
Q1) 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>
Q2) 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>
Q3) Counselors who start out with the assumption that they will receive no trouble from a client are setting themselves up for:
A) Failure
B) A trap
C) Disappointment
D) Exhaustion
Q4) The number one mistake case managers often make when clients are angry with them?
Q5) What part of the following statement is the case manager's opinion: <i>"I will honor your request but I feel you are avoiding a real source of help."</i>
Q6) What are 2 reasons why it is important to disarm anger?
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Chapter 12: Collaborating With People for Change
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Sample Questions
Q1) Resistance is always deemed a sign that the counselor must take which first step?
A) Pushing ahead as a breakthrough is most likely on the verge of occurring
B) Engaging in reflective listening
C) Backing up
D) Displaying unconditional positive acceptance
Q2) In ch 12,the author states who is responsible for change?
Q3) Name 2 symptoms of a discouraged client.
Q4) Miller and Rollnick suggest that an effective precursor to the ability to "summarize" is a counselor's ability to engage in:
A) Collaboration
B) Reflective listening
C) Open-ended questioning
D) The fostering of self-determination
Q5) 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
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Chapter 13: Case Management Principles: Optional Review
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Sample Questions
Q1) Which of the following is an appropriate description of the mood of a client undergoing intake?
A) Mark expressed feelings of hopelessness; however after speaking with me, he seemed as if an initial weight had been lifted from his shoulders.
B) Mark initially cried inconsolably, stating he believed he was the only person in the world with such a problem.
C) Mark reports that he has been episodically depressed since his mother passed away last year.
D) Mark, a court-referred client, expressed hostility and anger.
Q2) The information included in Step 1,at the top of the form,is:
A) Person's name, DOB, your name
B) Person's name, sex, DOB, address, your name
C) Person's name, sex, DOB, address
D) Person's name, DOB, sex, address, type of referral, your name
Q3) Name 2 of the 4 guidelines for filling out forms.
Q4) On a verification form,what date should a case manager put on the date line?
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Page 16
Chapter 14: Documenting Initial Inquiries
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Sample Questions
Q1) Alfredo has a photo on his office wall depicting him and his wife standing on the pink sandy beach of an island locale.This is likely to:
A) Foster relaxation
B) Instill a feeling of universal well-being
C) Create a myriad of negative reactions
D) Help Alfredo cope with the pressures inherent in his work
Q2) Prejudice,stereotypes,grudges,and counter-transference can enter into the completion of the intake by another party-an intake form which you as the counselor are now reviewing.Is this true?
A) No, we are all professionals.
B) No, it is too early for these forces to rear their heads; it is only an intake after all.
C) Yes, studies have proven this to be true.
D) Yes, this is the real world.
Q3) Write an open question that can help the client begin to tell their story.
Q4) Identify 1 thing a case manager can do to prepare for the initial interview with a client.
Q5) The general purpose of an initial interview is to .
Q6) What is your understanding of<i> "door knob syndrome"?</i>
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Chapter 15: The First Interview
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Sample Questions
Q1) What are 3 things that are part of a person's background information for a social history?
Q2) Open questions are a useful tool for both obtaining crucial information and _____________the interview.
A) Condensing
B) Shortening
C) Softening
D) Steering
Q3) 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
Q4) 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
Q5) What are the 3 things that should be included on a brief social history?
Page 18
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Chapter 16: Social Histories and Assessment Forms
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Sample Questions
Q1) 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
Q2) Where can you find "Other Conditions That May Be a Focus of Clinical Attention" in the DSM 5?
A) Dispersed throughout the diagnoses
B) In the back of the DSM
C) As a supplemental material on their website
D) In the front of the DSM
Q3) One of the key changes in the third edition of the DSM was that:
A) Unconscious motives were finally addressed
B) Unconscious motives were finally put on equal par with tangible symptomology
C) Unconscious motives were removed from reference
D) Statistical measures were introduced to accurately assess unconscious motives
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Chapter 17: Using the Dsm
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Sample Questions
Q1) Severe akathisia also is what?
Q2) A euthymic mood is what type of mood? How does it differ from a labile mood?
Q3) Loose associations refers to what type of behavior pattern?
Q4) You suspect that Steven is experiencing anterograde amnesia.This is based on the fact that Steven:
A) Cannot recall what he had for breakfast half an hour ago
B) On repeated attempts, cannot learn how to put together a puzzle consisting of four pieces
C) Cannot tell you his name, date of birth, or address
D) Experiences lapses in memory lasting several minutes
Q5) Your subject,Steven,is having tangible difficulty participating in the interview.He frequently gets up from the couch and plays with his hands the duration of the interview.Steven's behavior might be described as:
A) Combative
B) Awkward
C) Hyperactive
D) Listless
Q6) What are 3 things that a case manager should observe as part of the Mental Status Exam?
Page 20
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Chapter 18: The Mental Status Examination
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Q1) The legally binding "in effect" period for a general consent form should be:
A) 30 days minimum
B) 120 days maximum
C) Open-ended
D) 90 days
Q2) Your client "M" has undergone an HIV test.Much to his relief,the test came back negative.The results can be released:
A) Freely
B) With verbal consent only
C) Without need for a formal release because the shame factor is no longer present
D) Only with the proper release form
Q3) When requesting information/records pertaining to a client,it is sensible and prudent to ask for:
A) The information in its entirety
B) Duplicates
C) A summary
D) The last 3-5 years only
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21
Chapter 19: Receiving and Releasing Information
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Sample Questions
Q1) List 2 goals for a client that has become unemployed and is in danger of loosing the family apartment.
Q2) Lack of resources,culture,language,and mental illness all constitute potential ______________ to achieving goals.
A) Impediments
B) Obstacles
C) Barriers
D) Limitations
Q3) As regards the treatment plan,if no complications are foreseen,a review should be conducted ____________after initial creation.
A) 14 days
B) 30 days
C) 60 days
D) 90 days
Q4) The DSM diagnostic section of the treatment plan is meant to be filled in:
A) During initial intake
B) By the case manager after all relevant information has been compiled
C) After the planning meeting and with the input of other relevant individuals
D) By a supervisor only
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Chapter 20: Developing a Service Plan at the Case Management Unit
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Sample Questions
Q1) Confidentiality is deemed paramount in the treatment of clients.It is mostly true to say:
A) A consent form is necessary for the counselor to divulge certain details to the panel.
B) Case managers must watch what they say.
C) Professionals are generally allowed to speak freely.
D) The client should be consulted beforehand if there are any details he or she wishes to withhold.
Q2) Thelma,Hiroshi's case manager,consults her notes during the planning meeting.This generally causes her to appear:
A) Responsible
B) Savvy
C) Conscientious
D) Unprepared
Q3) 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
Q4) Name the 3 things recommended to bring to a planning meeting.
23
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Chapter 21: Preparing for a Service Planning Conference or Disposition Planning Meeting
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Sample Questions
Q1) How many dates appear on a typical referral form?
A) 3
B) 4
C) 2
D) 5
Q2) The review date,in its strictest but fairest aspect,is a time to contemplate:
A) Criticism
B) Incompetence
C) Discontinuation of funding
D) Failure
Q3) Allocation of financial resources typically has the greatest impact on:
A) The type of services available
B) The types of goals deemed achievable
C) The quality of services
D) The duration of services
Q4) A referral for notification form typically contains:
A) A multi-axial diagnosis
B) A diagnosis with a code
C) The anticipated cost of service
D) A detailed description of the client's symptoms
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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) Writing and maintaining notes that are accurate,comprehensive,and up-to-date is a(n)___________ obligation.
A) Legal
B) Professional
C) Moral
D) Ethical
Q3) Name the 3 types of contact a case manager might have with a client.
Q4) 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
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Q5) What are 2 governmental requirements when documenting a contact with a client?
Chapter 23: Documentation and Recording
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Questions
Q1) Briefly describe the financial purpose of monitoring services and following a client.
Q2) 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
Q3) The most crucial aspect of follow up,as opposed to other forms of monitoring,is:
A) Rapport building
B) Stabilization
C) Ensuring physical well-being
D) Averting harm to self or others
Q4) When referring to an agency,it is essential to ensure that it does not:
A) Screen referred clients too strictly
B) Screen referred clients unfairly
C) Accept anybody and everybody
D) Engage in fraudulent use of funds
Q5) List and describe the 4 steps involved in responding to a crisis.
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Chapter 24: Monitoring the Services or Treatment
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Q1) A goal is most often decided upon by two parties only,the client and his or her case manager.An exception is:
A) A court-mandated counselee
B) A violent offender
C) A counselee not yet at the age of majority
D) A counselee with mental retardation
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 following example,devise objectives a case manager would expect the client to achieve:<i> Client: Mary,Goal: Mary will use the local senior center to meet new friends as demonstrated by:</i>
Q4) Using the above example,now devise individual steps to achieve the goals and objectives.
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Page 27
Chapter 25: Developing Goals and Objectives at the Provider Agency
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Q1) Which of the following is not necessarily an item that needs to be included in the discharge summary?
A) The reason the client turned to you for services initially
B) Diagnoses
C) Identified issues which were not addressed
D) Levels of rapport and communication established between counselor and counselee
Q2) The chief importance of the discharge summary is:
A) As a tool to foster reimbursement of funds
B) As a formal manner for providing "closure"
C) As a roadmap to assist future providers in understanding the case
D) As a legal document to prove that all I's were dotted and all T's crossed
Q3) 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
Q4) List 2 reasons why a case manager might close a case.
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