Introduction to Human Services
Mock Exam
Course Introduction
Introduction to Human Services provides an overview of the human services field, exploring its history, values, and the diverse roles of professionals who help individuals and communities in need. Students learn about various populations served, including children, families, the elderly, and those facing mental health challenges or socioeconomic barriers. The course introduces key skills for effective communication, advocacy, and ethical decision-making, and examines current issues and career pathways within human services. Emphasis is placed on understanding the systems and policies that influence service delivery and the importance of cultural competence in practice.
Recommended Textbook
Fundamentals of Case Management Practice Skills for the Human Services 5th Edition by Nancy
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Chapter 1: Case Management: Definition and Responsibilities
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Q1) What is the foundation for the development of a client plan for service or treatment?
Answer: <i>Assessment</i>
Q2) Briefly describe an assessment of a client and a few of the elements the case manager looks at to formulate a plan.
Answer: When assessing a client, a case manager looks at various elements to formulate a plan. This includes gathering information about the client's current situation, such as their living arrangements, support system, employment status, and any physical or mental health issues. The case manager also assesses the client's strengths, resources, and goals, as well as any barriers or challenges they may be facing. Additionally, the case manager considers the client's level of motivation and readiness for change. By taking all of these elements into account, the case manager can develop a comprehensive plan that addresses the client's needs and helps them work towards their goals.
Q3) Beyond assessment and planning,what are the 2 other steps of case management?
Answer: <i>Monitoring and linking </i>
Q4) A plan that is formulated after the assessment phase is a/n?
Answer: <i>Individualized plan </i>
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Chapter 2: Ethics and Other Professional Responsibilities for Human Service Workers
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Q1) Guarding an individual's confidentiality means that the human services provider can/should:
A) Use an openly dated release of information form
B) Discuss the case only with colleagues for their professional opinion with a patient's verbal consent
C) Talk about the case with others, leaving out the patient's identifying information
D) Discuss the case with others to prevent the person from harming himself or herself
Answer: D
Q2) 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
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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Q1) A person's individual characteristics interact with external circumstances to affect his or her outcome.Some of these individual characteristics (micro level context)include:
A) Prejudice and discrimination
B) Family
C) Motivation
D) Social class
Answer: C
Q2) Aspects of the personal context that a person grew up in and is now functioning in (meso level context)include:
A) Social class
B) Motivation
C) Personality
D) Life transitions
Answer: A
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Page 5
Chapter 4: Cultural Competence
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Q1) 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
Q2) Mental mechanisms that can block clear communication and create conflict include:
A) Persuasion, emotion and saving face
B) Ethnocentrism, prejudice and stereotypes
C) Psychological barriers and low self-disclosure
D) Time compartmentalization and focus on punctuality
Q3) Because of internalized verbal and nonverbal scripts within a culture that may be different from your own,you should:
A) Memorize the other culture's scripts to help the client adapt to his or her new environment
B) Check your perceptions with the person in a nonjudgmental way
C) Never confront the person about his or her behavior because that individual may take offence
D) Understand that some cultural perspectives are superior to others
Q4) Briefly define ethnocentrism.
Page 6
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Chapter 5: Attitudes and Boundaries
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Q1) It is the role of the human services worker to support patients' efforts to take charge of their lives and make decisions.This support can take the form of:
A) Giving honest criticism when the client makes a mistake
B) Assuming control of the client's daily activities to ensure that goals are accomplished
C) Having realistic goals for the client and encouraging progress toward the goals
D) Insisting that the client take the necessary steps toward the goal when that person appears to be malingering
Q2) In order to develop our sense of empathy,we need to:
A) Learn to listen with the third ear
B) Learn to sympathize with the client
C) Learn to use the phrases and speech patterns of the client's culture or subculture
D) Realize that the client does not need to be talked down to, that he or she can understand the advicewe give
Q3) Briefly define transference.
Q4) Briefly define countertransference.
Q5) Name 2 false attributes.
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Chapter 6: Clarifying Who Owns the Problem
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Q1) The clinician generally has information and resources at his or her fingertips; therefore:
A) The clinician can more effectively collaborate with the client on the solution
B) It puts the clinician in a better position to solve the client's problems
C) The client is not in a position to solve his or her own problems
D) The client has no opportunity to exercise self-determination and independence
Q2) When the clinician has a problem in the relationship with the client:
A) Arriving at a solution to the problem must be a shared responsibility
B) The clinician owns the problem and must solve the problem
C) This demonstrates that the client is not holding up his or her end of the therapeutic relationship
D) The clinician owns the problem, and the client can decide that he or she doesn't want to help the clinician solve it
Q3) Knowing who owns the problem is important because:
A) It allows us to understand who is ultimately responsible for resolving the problem
B) It makes us seem uncaring
C) It abandons the client with the problem
D) It allows us to take charge of the client's care
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Chapter 7: Identifying Good Responses and Poor
Responses
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Q1) 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
Q2) "Can you describe ...?" is an example of a(n):
A) Response to feelings
B) I-message
C) Open question
D) Closed question
Q3) Name the 4 roadblocks to communication.
Q4) What is the purpose of a closed question?
Q5) 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
Q6) "Thanks for telling me." Is an example of what?
Q7) "It appears to me that ." Is an example of what?
Q8) Describe and give 2 examples of how a case manager can invite collaboration. Page 9
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Page 10
Chapter 8: Listening and Responding
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Q1) List the 2 positive reasons for reflective listening.
Q2) The daughter acknowledges her parents. She then asks them to please be quiet and listen to her. <u>Give an example of what you might say to help the daughter address her parents.</u>
Q3) 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>
Q4) In order to respond adequately to the client's underlying emotions,skilled listeners should:
A) Stay with clients until their emotions are drained off
B) Stay with their clients until the client cries
C) Offer suggestions from their own similar experiences
D) Receive more information by saying more
Q5) The parents acknowledge that they feel a little guilty that they did not see this relationship evolve until it was too late. Now they blame themselves as well. <u>Use an "I" message to express your concern for the family.</u>
Q6) List 4 other words for that might describe anger.
Q7) What are 4 other words to describe overwhelmed?
Page 11
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Chapter 9: Asking Questions
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Q1) Open questions can serve to:
A) Clarify certain aspects of the other person's story
B) Make clients tense and defensive
C) Provide needed identifying information about the client
D) Put the clinician ill at ease
Q2) What are the 3 instances when it is necessary to ask questions?.
Q3) In formulating an open-ended question,it helps to:
A) Include an expression such as " a little bit more about " or " the larger picture " to soften the question
B) Avoid beginning the sentence with an expression such as "Can you ?" or "Could you ?"
C) Include one of the words "how," "why," "what," "when" and "where"
D) Avoid directives such as "summarize " or "describe ."
Q4) "Can you tell me about the night your father left?" 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) What is the trouble with starting a question with "Why?"
Q6) When asking a client multiple questions,what might the client begin to feel?
Page 12
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Chapter 10: Bringing up Difficult Issues
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Q1) When a case manager needs to express a firmer message,there are 4 steps to the process.Describe them.
Q2) 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>
Q3) In the social services,confrontation is used:
A) By the client to bring concerns out into the open when he or she is upset
B) To make sure the client takes responsibility for his or her actions
C) As a means for the clinician to express anger with the client
D) By the clinician to bring concerns out in the open to gain better understanding
Q4) 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>
Q5) A case manager should focus on tangible behavior.What does tangible mean?
Q6) The clinician uses confrontation because:
A) The clinician owns the problem
B) The client owns the problem
C) Both the clinician and the client own the problem
D) It is up to the client to find a solution
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Page 13
Chapter 11: Addressing and Disarming Anger
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Q1) <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:
Q2) Name 2 of the 4 steps in disarming anger effectively.
Q3) 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>
Q4) Focusing on a solution in order to disarm anger is best described as being:
A) Conciliatory
B) Reciprocal
C) Collaborative
D) Negotiated
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>
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Chapter 12: Collaborating With People for Change
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Q1) As a case manager,give a few examples of how you would help your clients talk about change.
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) A client presents a series of arguments as to why he or she cannot change.The counselor admits that the situation is helpless.This approach is:
A) A good example of reverse psychology
B) Shown to be effective in a number of studies
C) Beneficial in reframing the client's situation-that only with change can a positive outcome be achieved
D) Effective only in backing a client into an inescapable corner
Q4) 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.
Q5) Name 3 things a cased manager can do/be in order to encourage clients.
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Chapter 13: Case Management Principles: Optional Review
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Q1) 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
Q2) While assessing the mood of the person undergoing a phone intake,it is essential to concurrently,if applicable,assess and record information regarding:
A) Risks of harm to self and/or others
B) Intonation of voice
C) Intonation of voice.
D) Motivation
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?
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Chapter 14: Documenting Initial Inquiries
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Q1) During the first interview,it is important for you to:
A) Formulate a good assessment
B) Convince a client he needs your help
C) Downplay a client's resistance to coming to your agency
D) Diagnose the client
Q2) Discuss your thoughts on why having personal items (e.g.pictures of your family)may be inappropriate.
Q3) What is your understanding of<i> "door knob syndrome"?</i>
Q4) A client who initiates conversation immediately and seems "too forthcoming" is often:
A) Divulging details which are among the most important
B) Defensive
C) Rehearsed
D) Spilling what he or she thinks you want to hear
Q5) 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
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Chapter 15: The First Interview
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Q1) Which of the following is not considered a common mistake in completing a social history?
A) The use of adversarial language
B) Leading: finishing the unfinished sentences of a client or filling in the blanks
C) Recommendations that skip the actual "recommended activity"
D) Glossing over gaps in history
Q2) There are advantages to taking a social history in a client's home.Briefly discuss what they are and what are the disadvantages.
Q3) Mr.Parsons is divorced.His children live with their mother who received full legal custody.Which of the following is deemed very important to ascertain?
A) Child-support arrangements
B) Recent court judgments
C) How the client believes his or her children feel
D) The degree of contact which the client has with his children
Q4) What is a valid concern when using electronic or mobile devices in taking social histories? What are ways to remedy that?
Q5) What are the 3 things that should be included on a brief social history?
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Page 18
Chapter 16: Social Histories and Assessment Forms
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Q1) Which of the following is not found in the DSM IV - TR?
A) Predisposing factors for many disorders
B) Diagnostic criteria
C) Differential diagnoses
D) 265 total diagnoses
Q2) The <i>Diagnostic and Statistical Manual of Mental Disorders</i> is a collection of:
A) Medications used to treat mental disorders
B) Diagnoses of mental disorders accompanied by symptoms
C) Behaviors associated with mental disorders
D) Medical terminology directed towards physicians
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) 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
Q2) What are 3 things that a case manager should observe as part of the Mental Status Exam?
Q3) Name 3 attitudes a case manager might note on the MSE?
Q4) Severe akathisia also is what?
Q5) Describe what tardive dyskinesia is
Q6) 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
Q7) Loose associations refers to what type of behavior pattern?
Page 20
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Chapter 18: The Mental Status Examination
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Q1) The client "speaking" on a general release form is exemplified by the phrase:
A) "I hereby authorize"
B) "Being of sound mind, I consent to "
C) "I 'Fill in name' empower "
D) "On this day 'Fill in date,' I 'Fill in name' hereby authorize "
Q2) 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
Q3) When releasing confidential information,you are obligated to ensure that your client understands:
A) His or her obligation as pertains to the release
B) Procedural aspects of the release
C) The aftermath of the release
D) Consequences of the release
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21
Chapter 19: Receiving and Releasing Information
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Q1) Deinstitutionalization directly led to which change in the planning and implementation of treatment plans:
A) More reasonable goals
B) Family involvement in the process
C) The mixture of therapy and more effective drugs
D) Less involvement in planning by the treating professional
Q2) Intellectual Disability is most likely to affect which part of the service plan?
A) Follow through
B) Conception
C) Signing
D) Planning
Q3) Name 3 common barriers that can prevent a case manager from fully understanding a client.
Q4) 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
Q5) What are 3 areas that a case manager might look to find strengths?
Page 22
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Chapter 20: Developing a Service Plan at the Case Management Unit
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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) 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
Q3) 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
Q4) Name the 3 things recommended to bring to a planning meeting.
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Chapter 21: Preparing for a Service Planning Conference or Disposition Planning Meeting
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Q1) 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
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) How many dates appear on a typical referral form?
A) 3
B) 4
C) 2
D) 5
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Chapter 22: Making the Referral and Assembling the Record
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Q1) Which of the following is an appropriate way to describe a client?
A) Has a handicap
B) Has a disability
C) Has a birth defect
D) Suffers from partial paralysis
Q2) Name the 3 types of contact a case manager might have with a client.
Q3) The use of black ink when filling out case notes and other forms is:
A) Practical
B) Mandated by the APA, ACA, and a host of other professional organizations
C) Required by state and federal law
D) Required by federal law
Q4) 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.
Q5) List 5 words that could be construed as judgmental in documenting a contact with a client
Q7) Name 4 significant disabilities that need to documented. Page 25
Q6) What are 2 governmental requirements when documenting a contact with a client?
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Chapter 23: Documentation and Recording
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Q1) Briefly describe the financial purpose of monitoring services and following a client.
Q2) Describe how a case manager can monitor a client outside of the office environment.Be sure include the advantages of doing so.
Q3) 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
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) Each objective has:
A) The same target date
B) A specific target date
C) A flexible target date
D) An open-ended target date
Q2) Which of the following is not accurate regarding the program goal?
A) The goal is written in positive language.
B) A goal can be singular or multiscoped.
C) A goal statement is one sentence in length.
D) The client is the only focus of the goal.
Q3) Long-term goals:
A) Are always long
B) Can be shortened only with a treatment-plan revision
C) Are long; however, with limitations on length of treatment, the term "long" is subjective
D) Can be more than one sentence since they are often more complex that their shorter counterparts.
Q4) Using the above example,now devise individual steps to achieve the goals and objectives.
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28
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) Regarding client input in formulating goals,the discharge summary must include:
A) No mention
B) The exact input the client provided
C) A brief but concise overview of the client's input
D) The extent to which the client presented input
Q3) The discharge summary must include at least ___ dates.
A) 2
B) 3
C) 4
D) 5
Q4) List 4 things that need to be included in the discharge summary.
Q5) 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
Q7) List 2 reasons why a case manager might close a case. Page 29
Q6) What,specifically,should be discussed in a final interview with a client: name 2-3 items.
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Page 30