Certified Professionals Staff Aging & Disability Resource Center

POSTED: June 25, 2015

CICOA is proud to announce that in June, four members of the Aging & Disability Resource Center (ADRC) staff passed an international certification examination for professionals in the Information and Referral (I&R) field. Danielle White, Suzanne Cox, Robyn Weisenbach and Aziza Bryant join 12 others in the ADRC who previously have earned their AIRS certification.

The Alliance of Information and Referral Systems (AIRS) is the professional association for more than 1,200 community Information and Referral (I&R) providers, primarily in the United States and Canada.

“AIRS certification means we are providing the highest level of customer service,” said Dawne Lyon, ADRC director. “It also is a prerequisite of AIRS accreditation for the ADRC.”


Growth in the older adult population in Central Indiana has increased the demand for consistent and reliable information about public and private programs and services. Since 2009, calls to the ADRC have increased from 43,000 annually to more than 113,000 in 2014. With 19 full-time staff, today the ADRC handles an average of 10,000 calls per month.

To demonstrate CICOA’s commitment to quality assurance and to improving customer service to meet the increasing demand, CICOA is seeking AIRS accreditation for the ADRC. Staff training and certification is one component of the accreditation process.

To be certified, individuals must pass a 2-hour exam to demonstrate competence in certain skills, attitudes and work-related behaviors.  The exam tests for such things as building rapport with a client; screening and assessing callers; identifying resources; providing information, assistance, referrals and advocacy; and documenting action taken and follow up with clients.

Eligibility to take the exam is based on a combination of one to five years of I&R experience and educational background. Individuals who achieve the AIRS certification are held to the highest level of ethical, legal and professional standards.

The ADRC staff is knowledgeable about public and private programs and services and can help callers assess existing or anticipated long-term care needs. The ADRC serves as a single point of entry for those seeking assistance through public programs such as CHOICE and Medical Model Waivers, and it also offers State Health Insurance Assistance Programs (SHIP) counseling on Medicare and Medicaid programs.


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