#7-1  "What is helpful?" and "How can the needs of the client be met?" are the two questions that guide   	3	Crisis intervention strategies   	The generalist   	Helping   	The selection of roles   	   	
#7-2  Providing direct service to clients, one of three areas of responsibility for human service professionals, is illustrated by which roles?   	2	Advocate, broker, care giver   	Behavior changer, care giver, educator   	Broker, educator, evaluator   	Consultant, date manager, facilitator   	   	
#7-3  The roles of mobilizer, networker, and planner are part of the responsibilities of    	2	Administrative work   	Community work   	Direct service   	The generalist   	   	
#7-4  Making recommendations for expenditures to support client needs is an activity of the    	4	Evaluator   	Mobilizer   	Planner   	Resource allocator   	   	
#7-5  Distinguishing the advocate and broker roles from each other is    	1	A focus on who each works with    	Administration versus community involvement   	The assignment of front-line or administrative duties   	An emphasis on the degree of involvement   	   	
#7-6  Formal helping is best characterized by    	2	The generalist nature of the process   	The setting, distinct roles, and purposed   	Its unstructured, front-line activities   	Its Support for an already established relationship   	   	
#7-7  One of the things a helper will attend to before the client arrives is    	2	The availability of records   	The physical setting   	Time management   	Travel arrangements   	   	
#7-8  The client's arrival includes all but one of the following:    	1	The review of all available documents   	The use of "door openers" or "ice breakers'   	Inquiries about the problem   	Sharing information about the agency   	   	
#7-9  One person sending a message to another person with the conscious intent of affecting the receiver's behavior is called   	2	Active listening   	Communication   	Effective communication   	paraphrasing   	   	
#7-10  A person's posture, tone of voice, gestures, and eye contact are examples of    	3	Active listening   	Effective communication   	Nonverbal behaviors   	Responding   	   	
#7-11  The behaviors of helpers as they attend to both the verbal and nonverbal communication of the client is   	1	Active listening   	Effective communication   	The expression of feelings   	"hearing" cues   	   	
#7-12  The who, what, where, when, and why of a message is the     	2	Affective component   	Cognitive component   	SOBER acronym   	Questioning component   	   	
#7-13  Attending behavior includes the following nonverbal components EXCEPT:    	3	Attentive body language   	Eye contact   	Verbal tracking   	Vocal qualities   	   	
#7-14  The key to responding to a client's message is for the helper to     	4	Use "ice breakers"   	Clarify the client's statement   	Paraphrase   	Know his or her intent before speaking   	   	
#7-15  A dependent client, poor helping skills, and an unsatisfactory helping relationship are possible results of    	1	An over reliance on questions   	Resistance   	Ineffective communication   	Silence   	   	
#7-16  Which of the following is the best way of eliciting information about a client's educational history?   	3	What grade did you complete in school?   	Tell me about your parents' educational background?   	Let's talk about your school experiences   	Do you like school?   	   	
#7-17  Awareness and sensitivity are keys to working with    	1	Clients from other cultures   	Hispanics   	Resistant clients   	Challenging clients   	   	
#7-18  Clients who may come for help more or less willingly but fail to carry through or participate are    	3	Culturally different clients   	Asian American clients   	Reluctant clients   	Resistant clients   	   	
#7-19  Defining crisis for an individual depends on several factors including    	3	How hazardous or threatening the event is   	Past experiences with crises   	The individual's interpretation of the event   	Personality traits   	   	
#7-20  A state of crisis develops when    	4	The individual reacts to a traumatic event   	The individual's problem-solving ability fails   	All attempts at resolution fail   	The problem remains unresolved and the tension becomes unbearable   	   	
#8-1  Systems theory is important for professionals to understand because    	3	It explains in detail the client's world   	It is easy to use with clients with low reading levels   	It explains the relationship between the client and the environment   	It explains the influence of each element within the environment   	   	
#8-2  The interaction between the inputs within the system is referred to as     	3	Interdependency   	Output   	Transformation   	Input   	   	
#8-3  What results when interactions occur within a system?    	2	Identification   	Adaptation   	Interdependency   	Output   	   	
#8-4  A life system model provides which of the following information to the human service professional?   	2	Resolves the complicated interactions   	Identifies the complicated interactions   	Negates the complicated interactions   	Reduces the complicated interactions   	   	
#8-5  In the life systems model,    	3	The individual's family is of primary importance   	The individual's world in total is outlined   	The individual's environment is represented   	How the environment influences the client is represented   	   	
#8-6  The basic needs that individuals strive to meet to survive, to establish relationship with others, and to develop to their highest potential are physical, emotional, and   	2	Temporal   	Social   	Environmental   	Psychological   	   	
#8-7  A collection of related services is grouped together to address the needs of the client who has multiple problems represents which model?   	3	Multiple delivery of similar services   	Institutional   	Non-institutional comprehensive service   	Community based   	   	
#8-8  The practice of referring a client to another agency or service is called    	1	Brokering   	Trading   	Mobilizing   	Advocating   	   	
#8-9  To make a good referral, the professional must know all of the following EXCEPT:\    	4	If the agency is able to provide the service   	If the agency is willing to accept the referral   	If the agency is accessible to the client   	If the agency has political difficulties   	   	
#8-10  Which of the following is not a part of the four-step process providing guidelines for linking the client with another service"   	4	Explain   	Describe the service   	Transmit information   	Evaluate   	   	
#8-11  Self-help groups, schools, and churches make up a(n)    	2	Informal network   	Formal network   	Agency network   	Personal network   	   	
#8-12  The worker who sees clients who have additional problems beyond those for which they have been referred is performing the   	3	Managerial role   	Broker role   	Gatekeeper role   	Administrative role   	   	
#8-13  Gaterkeeping is difficult because    	4	The client has multiple problems   	The worker cannot meet all the client needs   	The worker has too many clients   	The worker does not know the right questions to ask   	   	
#8-14  The process of advocacy includes all but one of the following:    	4	Identify needs of the population   	Identify how to meet needs   	Work with a network of individuals   	Teach clients how to identify needs   	   	
#8-15  A difficult area in which to advocate is    	4	The community   	The family   	Between agencies   	The political arena   	   	
#8-16  That which is determined necessary for effective service delivery professionals and experts in the human services field is called   	3	Expressed need   	Relative need   	Normative need   	Individual need   	   	
#8-17  The difference between what the community could use and what it already has available is referred to s   	1	Expressed need   	Relative need   	Normative need   	Individual need   	   	
#8-19  Applying Maslow's hierarchy, what needs must be attended to first?    	3	Individual   	Security   	Physical   	Emotional   	   	
#8-20  The activities of the human service worker do not occur in a vacuum but are performed with clients within the context of their own   	2	Systems   	Environments   	Viewpoints   	Needs   	   	
#9-1  Education and training in human services emphasize the values of confidentiality, self- determination, individualism, tolerance and   	2	Autocracy   	Acceptance   	Accessibility   	Accommodation   	   	
#9-2  Which of the following assists in the establishment of a professional identity for members of a profession?   	2	Behavior standard   	A code of ethics   	An identity management   	A philosophy   	   	
#9-3  Which of the following intervenes and overrides professional codes of ethics only when necessary to protect the public health, safety, and welfare?   	1	Law   	Supervisor   	Client   	Philosophy   	   	
#9-4  Tarasoff vs Regents of the University of California underscore the responsibility of the helping professional to    	3	Warn the client of danger   	Warn the client of eligibility problems   	Warn others of client's intended harm   	Warn others of client's multiple needs   	   	
#9-5  "An obligation to promote and safeguard the dignity, well-being, and growth of clients, colleagues, the profession itself, and society as a whole" refers to   	3	Accessibility   	Conformity   	Responsibility   	Competence   	   	
#9-6  What value is the worker's assurance that information the client divulges will remain between the two of them?   	2	Friendship   	Confidentiality   	Service   	Competence   	   	
#9-7  Information learned but never share with a supervisor, recorded in the client's file, or entered in the computer is called   	1	Absolute confidentiality   	Privileged confidentiality   	Private confidentiality   	Ethical confidentiality   	   	
#9-8  What type of communication is a right granted to a group of professionals by state law-making bodies?   	2	Legal   	Privileged   	Ethical    	Professional   	   	
#9-9  The informal sharing of information that occurs in an agency or organizational setting among co- workers or treatment team members and supervisors is referred to as   	2	Coincidental confidentiality   	Relative confidentiality   	Relaxed confidentiality   	Ethical confidentiality   	   	
#9-10  To think through issues of confidentiality, the beginning human service professional can use all but one of the following:   	4	Agency guidelines   	Professional code of ethics   	Laws of state   	Client code of ethics   	   	
#9-11  What term refers to the client's right to know about helper qualifications, treatment procedures, costs of services, confidentiality and access to records?   	3	Information strategies   	Knowledge sharing   	Informed consent   	Ethical disclosure   	   	
#9-12  The helper 'experiences conflict in determining an appropriate standard of conduct regarding obligations to two or more constituencies" in which of the following situations?   	1	Ethical dilemmas   	Service dilemmas   	Competency dilemmas   	Professionals dilemmas   	   	
#9-13  Which are two necessary components of moral reasoning?    	3	Relative thinking and an orientation to moral principle   	Correctional thinking and an orientation to moral principle   	Rational thinking and an orientation to moral principle   	Professional thinking and an orientation to moral principle   	   	
#9-14  The ethical decision making model includes all but one of the following steps:    	3	Identify dilemma   	Examine codes   	Examine evidence   	Justify action   	   	
#9-15  What type of community workders werehired to work with people from their own community?    	2	Local   	Indigenous   	Professional   	Beginning   	   	
#9-16  Which term refers to a list of individuals who claim to be qualified for professional work?    	3	A reference   	A capsule   	A registry   	A license   	   	
#9-17  Which of the following purports to guarantee the competence of individual workers?    	2	Regulation    	Certification   	Encapsulation   	Registry   	   	
#9-18  Workers become encapsulated because    	1	They do not continue to study   	They are too flexible   	They do not have a philosophy   	They always want to change the system   	   	
#9-19  Burnout is caused by    	3	Working with uneducated colleagues   	Working with uneducated clients   	Working with reluctant clients   	Working with realistic clients   	   	
#9-20  Which one of the following strategies can be used to counter burnout?    	2	Allow professional time to rest   	Allow professionals to change responsibilities   	Allow professionals to develop their own job descriptions   	Allow professionals to bring children to work