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Indicate the answer choice that best completes the statement or answers the question.
1. Knowledge about funding helps human service professionals understand all but which of the following?
a. The content in which human services are delivered
b. How job responsibilities relate to mission and goals
c. How mission relates to jobs
d. How planning and service delivery relates to funding
2. Paperwork serves all but which of the following functions?
a. Documenting for funding
b. Documenting client history
c. Allowing helpers to build rapport
d. Establishing a permanent client record
3. Professionals learn about other agencies by engaging in all but which of the following?
a. Becoming a client at the agency
b. Visiting the agency as a guest
c. Gathering information by phone
d. Making personal contacts with other professionals
4. Paperwork is difficult because
a. there is not enough room on the forms.
b. client histories are too complex.
c. crisis work comes before documentation.
d. files get lost.
5. The most difficult area in which to advocate is
a. the community.
b. the family.
c. between agencies.
d. the political arena.
6. Burnout means
a. the helper is tired of working with clients.
b. the helper is reacting to encapsulation.
c. the helper has the paperwork blues.
d. the helper has difficulty with allocation of time.
7. Human service helpers allocate which of the following resources?
a. Time
b. Space
c. Clients
d. Paperwork
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8. Turf issues cause difficulties in collaboration by
a. asking agencies to alter their mission and goals.
b. asking agencies to share the same space.
c. asking agencies to spend hours of time planning.
d. asking agencies to combine governing bodies.
9. To make a good referral, the professional must know all of the following EXCEPT
a. if the agency is able to provide the service.
b. if the agency is willing to accept the referral.
c. if the agency is accessible to the client.
d. if the agency has political difficulties.
10. The encapsulated worker
a. becomes static in his/her work.
b. believes he/she knows the truth.
c. is insensitive to client needs.
d. All of the above are correct.
11. Professional development is effective when
a. the worker is actively trying to avoid or overcome encapsulation or burnout.
b. the helper teaches skills to others.
c. clients need education.
d. clients and workers attend education sessions together.
12. What condition affects the work environment and how people experience their work?
a. Performance feedback
b. Policies and procedures
c. Workplace incentives
d. Health conditions
13. Which of the following is NOT a part of the four-step process providing guidelines for linking the client
with another service?
a. Explain
b. Describe the service
c. Transmit information
d. Evaluate
14. A job description
a. provides the exact job responsibilities.
b. outlines the chain of command.
c. includes functions and qualifications.
d. is written to attract applicants.
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15. Social support center staff are guided by which principle and how do they achieve this goal?
a. Keeping individuals safe and protecting citizens
b. Consult in matters of family dispute
c. Provide mental support
d. All of these are correct.
16. The agency mission
a. states specific goals of the agency.
b. is used for publicity.
c. refers to how funds should be spent.
d. states guiding principles.
17. Community mapping
a. allows clients to find the organization.
b. helps plan parking.
c. helps clients advocate for one another.
d. helps agencies support the community.
18. Turf battles occur for all but which of the following reasons?
a. Collaboration appears to benefit one agenda more than another.
b. One agency has access to more resources.
c. Collaboration benefits more than one population.
d. One agency believes it is its mission to serve a specific client population.
19. The process of advocacy includes all but which of the following?
a. Identify needs of the population
b. Identify how to meet needs
c. Work with a network of individuals
d. Teach clients how to identify needs
20. One key component to organizing to promote community change is
a. using a network to promote a common cause.
b. gaining support from one client group.
c. choosing a very small challenge.
d. limiting participants to a manageable number.
21. The client empowerment model is effective when
a. clients are part of the majority culture.
b. clients can easily articulate their cause.
c. clients have past experience organizing.
d. clients are taught how to promote change.
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22. Human service professionals sometimes argue that making referrals can be difficult. Give three
potential reasons for this difficulty.
23. Briefly describe the day–to-day challenges helper Barbara LaRosa experienced in her work. How
did she use professional development to address these challenges?
24. List three concepts that help define an agencies environment. How does understanding these
concepts increase your knowledge of human service delivery?
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Answer Key
1. c
2. c
3. a