Question 1

Restating the main idea of what a client has just said is called: ​

Accepted Answer

A) reflecting. 
B) paraphrasing. 
C) clarifying. 
D) summarizing. 
A) reflecting. 
B) paraphrasing. 
C) clarifying. 
D) summarizing. B

Question 2

James is a case manager for a homeless shelter. His responsibilities include conducting intake interviews with applicants, identifying appropriate resources, and coordinating treatment team meetings for his clients.
Maria is a Latina woman who has been living in her car with her two children. She has just come into the shelter and meets with James for an intake interview.
(1)James:  Come in, Maria, and have a seat . (Extends his hand)
(2)Maria:  Thank you . (Shakes James's hand)
(3)James:  How can I help you?
(4)Maria:  Well, I need clothes for my two children, and we are hungry.
(5)James:  OK, we can help with that. Do you have a place to stay?
(6)Maria:  No .
(7)James:  Would you like to find a place to stay?
(8)Maria:  Yes .
(9)James:  Why are you homeless?
(10)Maria:  My husband died. (Looks down and is wringing her hands)
(11)James:  How did he die?
(12)Maria:  (Begins to cry)He had a heart attack.
(13)James:  When did he die?
(14)Maria:  (Visibly upset)Two months ago.
(15)James:  So, how did you lose your home?
(16)Maria:  (Crying)My two babies are so young, I didn't want to leave
(17)them alone, and I lost my job . (She pauses)
(18)James:  Ummm…what about other family?
(19)Maria:  They are all in a different part of the country.
(20)James:  Oh…
(21)Maria:  (Sits silently, crying, with her head down)
The dialogue between James and Maria illustrates which of the following pitfalls of interviewing?
I.Giving advice
II.Rushing to fill silence
III.Premature problem solving
IV.Overreliance on closed questions ​

Accepted Answer

A) I and II 
B) II and IV 
C) I and IV 
D) II and III 
A) I and II 
B) II and IV 
C) I and IV 
D) II and III B

Question 3

During an intake interview, the client may lose confidence in the case manager if the case manager: ​

Accepted Answer

A) attempts to clarify what the client means. 
B) asks questions to focus the client's attention. 
C) pays attention to recurring themes. 
D) tries to solve problems too early. 
A) attempts to clarify what the client means. 
B) asks questions to focus the client's attention. 
C) pays attention to recurring themes. 
D) tries to solve problems too early. D

Question 4

The case manager communicates helping attitudes by: ​

Accepted Answer

A) treating all clients in the same way. 
B) showing respect, empathy, and cultural sensitivity. 
C) drawing attention to a client's minority status. 
D) assuming that the client understands what he or she is saying. 
A) treating all clients in the same way. 
B) showing respect, empathy, and cultural sensitivity. 
C) drawing attention to a client's minority status. 
D) assuming that the client understands what he or she is saying.

Question 5

In general, case managers who are culturally sensitive understand that:
I.each client is unique.
II.sustained eye contact is essential.
III.language has different meanings.
IV.biases can hurt the relationship. ​

Accepted Answer

A) II, III and IV 
B) I, II, III, and IV 
C) I, III and IV 
D) I, II and III 
A) II, III and IV 
B) I, II, III, and IV 
C) I, III and IV 
D) I, II and III

Question 6

Clients with a background of Spanish language and customs: ​

Accepted Answer

A) are submissive to authority and need to be questioned directly. 
B) view informality as an important part of any activity. 
C) look to the case manager for advice about the future. 
D) have none of the above characteristics. 
A) are submissive to authority and need to be questioned directly. 
B) view informality as an important part of any activity. 
C) look to the case manager for advice about the future. 
D) have none of the above characteristics.

Question 7

People who are African American may: ​

Accepted Answer

A) like to share their personal stories. 
B) feel comfortable in social service agencies. 
C) prefer to focus on concrete needs. 
D) make decisions without talking to their families. 
A) like to share their personal stories. 
B) feel comfortable in social service agencies. 
C) prefer to focus on concrete needs. 
D) make decisions without talking to their families.

Question 8

According to Ivey, Ivey, & Zalaquett (2014), questioning is a complex skill because:
I.it may assist and inhibit the helping process.
II.women may not know how to respond.
III.the client may feel as if he or she is being examined.
IV.it focuses attention in a particular direction. ​

Accepted Answer

A) I, II and III 
B) I, III and IV 
C) II and IV 
D) I and III 
A) I, II and III 
B) I, III and IV 
C) II and IV 
D) I and III

Question 9

During an intake interview, questioning: ​

Accepted Answer

A) should be used whenever the case manager needs to fill a silence. 
B) should be used whenever a case manager needs to solve a problem. 
C) should be used to begin the interview and identify client strengths. 
D) should be used as the main method for gathering information. 
A) should be used whenever the case manager needs to fill a silence. 
B) should be used whenever a case manager needs to solve a problem. 
C) should be used to begin the interview and identify client strengths. 
D) should be used as the main method for gathering information.

Question 10

In the acronym SOLER, the R stands for: ​

Accepted Answer

A) respond. 
B) reflect. 
C) review. 
D) relax. 
A) respond. 
B) reflect. 
C) review. 
D) relax.

Question 11

Closed inquiries are appropriate whenever the case manager needs to: ​

Accepted Answer

A) talk about a particular topic. 
B) allow for the expression of feelings. 
C) offer the client flexibility in responding. 
D) find out specific information. 
A) talk about a particular topic. 
B) allow for the expression of feelings. 
C) offer the client flexibility in responding. 
D) find out specific information.

Question 12

James is a case manager for a homeless shelter. His responsibilities include conducting intake interviews with applicants, identifying appropriate resources, and coordinating treatment team meetings for his clients.
Maria is a Latina woman who has been living in her car with her two children. She has just come into the shelter and meets with James for an intake interview.
(1)James:  Come in, Maria, and have a seat . (Extends his hand)
(2)Maria:  Thank you . (Shakes James's hand)
(3)James:  How can I help you?
(4)Maria:  Well, I need clothes for my two children, and we are hungry.
(5)James:  OK, we can help with that. Do you have a place to stay?
(6)Maria:  No .
(7)James:  Would you like to find a place to stay?
(8)Maria:  Yes .
(9)James:  Why are you homeless?
(10)Maria:  My husband died. (Looks down and is wringing her hands)
(11)James:  How did he die?
(12)Maria:  (Begins to cry)He had a heart attack.
(13)James:  When did he die?
(14)Maria:  (Visibly upset)Two months ago.
(15)James:  So, how did you lose your home?
(16)Maria:  (Crying)My two babies are so young, I didn't want to leave
(17)them alone, and I lost my job . (She pauses)
(18)James:  Ummm…what about other family?
(19)Maria:  They are all in a different part of the country.
(20)James:  Oh…
(21)Maria:  (Sits silently, crying, with her head down)
In the preceding dialogue, the question that James asked in line (3)is a good example of a(n): ​

Accepted Answer

A) open inquiry. 
B) closed inquiry. 
C) general inquiry. 
D) specific inquiry. 
A) open inquiry. 
B) closed inquiry. 
C) general inquiry. 
D) specific inquiry.

Question 13

The main purpose of an intake interview is to: ​

Accepted Answer

A) provide a starting point for providing help. 
B) find a way to categorize an individual. 
C) allow the client to complete intake forms. 
D) offer solutions for the client's problem(s). 
A) provide a starting point for providing help. 
B) find a way to categorize an individual. 
C) allow the client to complete intake forms. 
D) offer solutions for the client's problem(s).

Question 14

James is a case manager for a homeless shelter. His responsibilities include conducting intake interviews with applicants, identifying appropriate resources, and coordinating treatment team meetings for his clients.
Maria is a Latina woman who has been living in her car with her two children. She has just come into the shelter and meets with James for an intake interview.
(1)James:  Come in, Maria, and have a seat . (Extends his hand)
(2)Maria:  Thank you . (Shakes James's hand)
(3)James:  How can I help you?
(4)Maria:  Well, I need clothes for my two children, and we are hungry.
(5)James:  OK, we can help with that. Do you have a place to stay?
(6)Maria:  No .
(7)James:  Would you like to find a place to stay?
(8)Maria:  Yes .
(9)James:  Why are you homeless?
(10)Maria:  My husband died. (Looks down and is wringing her hands)
(11)James:  How did he die?
(12)Maria:  (Begins to cry)He had a heart attack.
(13)James:  When did he die?
(14)Maria:  (Visibly upset)Two months ago.
(15)James:  So, how did you lose your home?
(16)Maria:  (Crying)My two babies are so young, I didn't want to leave
(17)them alone, and I lost my job . (She pauses)
(18)James:  Ummm…what about other family?
(19)Maria:  They are all in a different part of the country.
(20)James:  Oh…
(21)Maria:  (Sits silently, crying, with her head down)
During the dialogue, James asked several questions. James's style of questioning was: ​

Accepted Answer

A) harmful, because he focused Maria's attention in a particular direction. 
B) helpful, because he was able to elicit specific information. 
C) helpful, because he was able to fill silences when Maria was upset. 
D) harmful, because he placed Maria in a position of being interrogated. 
A) harmful, because he focused Maria's attention in a particular direction. 
B) helpful, because he was able to elicit specific information. 
C) helpful, because he was able to fill silences when Maria was upset. 
D) harmful, because he placed Maria in a position of being interrogated.

Question 15

James is a case manager for a homeless shelter. His responsibilities include conducting intake interviews with applicants, identifying appropriate resources, and coordinating treatment team meetings for his clients.
Maria is a Latina woman who has been living in her car with her two children. She has just come into the shelter and meets with James for an intake interview.
(1)James:  Come in, Maria, and have a seat . (Extends his hand)
(2)Maria:  Thank you . (Shakes James's hand)
(3)James:  How can I help you?
(4)Maria:  Well, I need clothes for my two children, and we are hungry.
(5)James:  OK, we can help with that. Do you have a place to stay?
(6)Maria:  No .
(7)James:  Would you like to find a place to stay?
(8)Maria:  Yes .
(9)James:  Why are you homeless?
(10)Maria:  My husband died. (Looks down and is wringing her hands)
(11)James:  How did he die?
(12)Maria:  (Begins to cry)He had a heart attack.
(13)James:  When did he die?
(14)Maria:  (Visibly upset)Two months ago.
(15)James:  So, how did you lose your home?
(16)Maria:  (Crying)My two babies are so young, I didn't want to leave
(17)them alone, and I lost my job . (She pauses)
(18)James:  Ummm…what about other family?
(19)Maria:  They are all in a different part of the country.
(20)James:  Oh…
(21)Maria:  (Sits silently, crying, with her head down)
When working with clients who have a background of Spanish language and customs, such as Maria, questioning should be: ​

Accepted Answer

A) direct and oriented toward future circumstances and possibilities. 
B) used to elicit specific details about the problem or problems. 
C) used only after a rapport has been established. 
D) used to place the client in a dependent role. 
A) direct and oriented toward future circumstances and possibilities. 
B) used to elicit specific details about the problem or problems. 
C) used only after a rapport has been established. 
D) used to place the client in a dependent role.

Question 16

James is a case manager for a homeless shelter. His responsibilities include conducting intake interviews with applicants, identifying appropriate resources, and coordinating treatment team meetings for his clients.
Maria is a Latina woman who has been living in her car with her two children. She has just come into the shelter and meets with James for an intake interview.
(1)James:  Come in, Maria, and have a seat . (Extends his hand)
(2)Maria:  Thank you . (Shakes James's hand)
(3)James:  How can I help you?
(4)Maria:  Well, I need clothes for my two children, and we are hungry.
(5)James:  OK, we can help with that. Do you have a place to stay?
(6)Maria:  No .
(7)James:  Would you like to find a place to stay?
(8)Maria:  Yes .
(9)James:  Why are you homeless?
(10)Maria:  My husband died. (Looks down and is wringing her hands)
(11)James:  How did he die?
(12)Maria:  (Begins to cry)He had a heart attack.
(13)James:  When did he die?
(14)Maria:  (Visibly upset)Two months ago.
(15)James:  So, how did you lose your home?
(16)Maria:  (Crying)My two babies are so young, I didn't want to leave
(17)them alone, and I lost my job . (She pauses)
(18)James:  Ummm…what about other family?
(19)Maria:  They are all in a different part of the country.
(20)James:  Oh…
(21)Maria:  (Sits silently, crying, with her head down)
Whenever Maria paused in line (17), James responded by asking another question. Which of the following would have been a more helpful response? ​

Accepted Answer

A) "So, your husband died and you lost your home because you didn't want to work." 
B) "Where did you work?" 
C) "I see." 
D) "Everything will work out." 
A) "So, your husband died and you lost your home because you didn't want to work." 
B) "Where did you work?" 
C) "I see." 
D) "Everything will work out."

Question 17

When working with clients who are Native American, the case manager should: ​

Accepted Answer

A) maintain eye contact and lean toward the client to help him or her feel more comfortable. 
B) help the client make decisions because he or she may not understand the available services. 
C) understand that sharing personal information is difficult and sometimes embarrassing. 
D) not treat the client in any special manner. 
A) maintain eye contact and lean toward the client to help him or her feel more comfortable. 
B) help the client make decisions because he or she may not understand the available services. 
C) understand that sharing personal information is difficult and sometimes embarrassing. 
D) not treat the client in any special manner.

Question 18

Whenever a case manager is conducting an intake interview with an individual, the physical arrangement of furniture should allow the case manager and the individual to be at right angles without tables or desks between them. This is important because: ​

Accepted Answer

A) clients cannot always be trusted, and the case manager should be able to see them. 
B) clients who have a physical disability will sometimes try to exaggerate or minimize their disability. 
C) it gives the case manager room to lean forward and touch the client if he or she is upset. 
D) it facilitates appropriate eye contact, positive body language, and equality of position. 
A) clients cannot always be trusted, and the case manager should be able to see them. 
B) clients who have a physical disability will sometimes try to exaggerate or minimize their disability. 
C) it gives the case manager room to lean forward and touch the client if he or she is upset. 
D) it facilitates appropriate eye contact, positive body language, and equality of position.

Question 19

James is a case manager for a homeless shelter. His responsibilities include conducting intake interviews with applicants, identifying appropriate resources, and coordinating treatment team meetings for his clients.
Maria is a Latina woman who has been living in her car with her two children. She has just come into the shelter and meets with James for an intake interview.
(1)James:  Come in, Maria, and have a seat . (Extends his hand)
(2)Maria:  Thank you . (Shakes James's hand)
(3)James:  How can I help you?
(4)Maria:  Well, I need clothes for my two children, and we are hungry.
(5)James:  OK, we can help with that. Do you have a place to stay?
(6)Maria:  No .
(7)James:  Would you like to find a place to stay?
(8)Maria:  Yes .
(9)James:  Why are you homeless?
(10)Maria:  My husband died. (Looks down and is wringing her hands)
(11)James:  How did he die?
(12)Maria:  (Begins to cry)He had a heart attack.
(13)James:  When did he die?
(14)Maria:  (Visibly upset)Two months ago.
(15)James:  So, how did you lose your home?
(16)Maria:  (Crying)My two babies are so young, I didn't want to leave
(17)them alone, and I lost my job . (She pauses)
(18)James:  Ummm…what about other family?
(19)Maria:  They are all in a different part of the country.
(20)James:  Oh…
(21)Maria:  (Sits silently, crying, with her head down)
What was James's first closed question? ​

Accepted Answer

A) Do you have a place to stay? line (5) 
B) How can I help you? line (3) 
C) How did he die? line (11) 
D) Why are you homeless? line (9) 
A) Do you have a place to stay? line (5) 
B) How can I help you? line (3) 
C) How did he die? line (11) 
D) Why are you homeless? line (9)

Question 20

Effective communication skills include which of the following?
I.Using language that the person understands
II.Congruence between verbal and nonverbal messages
III.Giving advice in an attempt to offer solutions
IV.Being sensitive to any cultural differences ​

Accepted Answer

A) II, III and IV 
B) I and II 
C) III and IV 
D) I, II and IV 
A) II, III and IV 
B) I and II 
C) III and IV 
D) I, II and IV

Restating the main idea of what a client has just said is called:

During an intake interview, the client may lose confidence in the case manager if the case manager:

The case manager communicates helping attitudes by:

In general, case managers who are culturally sensitive understand that: I.each client is unique. II.sustained eye contact is essential. III.language has different meanings. IV.biases can hurt the relationship.

Clients with a background of Spanish language and customs:

People who are African American may:

According to Ivey, Ivey, & Zalaquett (2014), questioning is a complex skill because: I.it may assist and inhibit the helping process. II.women may not know how to respond. III.the client may feel as if he or she is being examined. IV.it focuses attention in a particular direction.

During an intake interview, questioning:

In the acronym SOLER, the R stands for:

Closed inquiries are appropriate whenever the case manager needs to:

The main purpose of an intake interview is to:

When working with clients who are Native American, the case manager should:

Whenever a case manager is conducting an intake interview with an individual, the physical arrangement of furniture should allow the case manager and the individual to be at right angles without tables or desks between them. This is important because:

Effective communication skills include which of the following? I.Using language that the person understands II.Congruence between verbal and nonverbal messages III.Giving advice in an attempt to offer solutions IV.Being sensitive to any cultural differences

Introduction to Case Management

Historical Perspectives on Case Management

Methods of Delivering Case Management Services

Ethical and Legal Perspectives

Working With Diverse Populations

The Assessment Phase of Case Management

Service Delivery Planning

Building a Case File

Service Coordination

Working Within the Organizational Context

The Case Managers Professional Growth and Development

Filters

Exam 7: Effective Intake Interviewing Skills