In the process of conducting an investigation about verbal abuse by a staff member, the rights advisor gathers information about how well the clients like the staff member, how they feel he is doing his job and whether they feel like they are being helped by the counselors services. This is an example of:

• A. Fact-finding
• B. Appraisal
• C. Both fact-finding and appraisal
• D. Resolution

Answer: (B)

The main idea here is distinguishing how you assess a situation: this is about evaluating the quality and effectiveness of services based on clients’ perceptions. When the rights advisor asks clients how much they like the staff member, how they feel the staff is doing, and whether they feel helped by counseling services, they’re measuring the usefulness and performance of the services themselves. That’s appraisal — judging the value and impact of care provided.

Fact-finding would be about gathering concrete details of what happened in the incident (who said what, when it occurred, exactly what was said), not about judging overall service quality. Resolution would involve deciding on actions to address the issue, which may follow appraisal but isn’t what’s being described.