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