Download - HOW TO DEVELOP AND IMPLEMENT AN INTERNSHIP PROGRAM Tanya Kahl, 211 Manager Info Line (Akron, Ohio)
HOW TO DEVELOP AND IMPLEMENT AN INTERNSHIP PROGRAM
Tanya Kahl, 211 ManagerInfo Line (Akron, Ohio)
Info Line
• Non-profit organization, incorporated in 1975 to provide Information and Referral in Summit County
• Operate five main programs• Provide 24/7 2-1-1 service for
Summit and Lorain Counties, Ohio• Provide after-hours 2-1-1
service for 6 additional counties
Info Line Background (continued)• Answer approximately 97,000 calls per year
(2-1-1 calls and other contract calls)• Since 2001, Info Line has lost about 50% of
the revenue to support 2-1-1 for Summit County
• Daytime I&R Specialists reduced from approximately 6 FTE to 2 FTE
• Calls continue to increase• Increased management time overseeing
new contracts to help support operations
Help!
Info Line’s Intern Program
• In January 2009, started offering internships with Emergency Food Clearinghouse and MedAssist
• In November 2011, began offering full 2-1-1 internship
• Expanded in fall 2012
• In Spring 2013 had seven social work interns
2009 2010 2011 2012 2013 (projected)0
500
1,000
1,500
2,000
2,500
3,000
3,500
Intern/Volunteer Hours
Impact of Intern Program
2011 2012 2013 YTD0%
5%
10%
15%
20%
25%
30%
35%
40%
% I&R Calls Handled by Interns/Volunteers
Impact of Intern Program
• 13% increase in calls answered• Reduction in abandoned calls• Reduction in hold times• Improved morale• Resource updates• Other projects
Jan-April 2012 Jan-April 201323,000
24,000
25,000
26,000
27,000
28,000
29,000
Total I&R Calls Handled
Getting Started
• Buy-in at your agency • Identify staff to recruit/train/supervise • Identify potential programs at universities and
community colleges and learn their requirements
• Decide minimum number of hours for each internship• 2-1-1 : 200 hours during a semester• Food referrals : 64 hours over a minimum of 2
months• Get started!
Potential Interns
Social Service Technology
SOCIAL
WORK
Associa
tes
Communications
Lib
rary
S
cie
nce
UndergraduateEmergency Management
Pu
blic A
dm
inis
trati
on
PsychologyMastersIT
Recruitment
• Meet with potential programs • Find out if colleges have
Career/Internship Office• Find out about websites for posting
internships• Post on your website and let
board/partners know
Sample Internship Posting
Selection Process
• Develop position description(s) and application process
• Interview each candidate• Make sure intern understands the type of
work• Check references• Determine whether to conduct a
background check
Orientation
Sample Training Schedule (Day 1-2)
Training Schedule--(Monday, Wednesday 9-5)
Date Time
ABC's of I&R
Section #
Person Responsible Description
1/14/2013
9:00 Mary Orientation--picture, agency tour, introductions to staff
10:00 1 Mary Introduction to I&R
2 Mary I&R Process; Code of Ethics
11:00 6 Mary Confidentiality; include Info Line Policy
12:00 Break
1:00 Mary Expectations
1:30 Shadow Staff
3:30--
5:00 Read ABC's of I&R 1,2,6, 9 and 22
Do scenarios of what is Information only and what is a referral
1/16/201
3 9:30 TanyaComputers, phones, emails, network drives, log-ins; accessing Refer-Net
10:00 22 Tanya Taxonomy
11:00 9 Tanya Refer for searching
12:00 Break
1:00 Tanya Practice searching
2:30 Mary Questions/Open Discussion; Review scenarios
3:00 Shadow staff
4:00 Review Sections 9 and 22.
Read Sections 4, 5, 18
Training Manual Table of Contents Sections from ABC’s of I&R Additional Sections 1 The Nature of Information and Referral 1A Expectations 2 From Greeting to Closure – The I&R
Process 2A I&R Process (Practice determining whether Information or Referral Call with
sample calls)Practice communication techniques and assessment techniques
2B Code of Ethics 3 Empowerment and Advocacy 3A Advocacy Policy and Procedure 4 Crisis Intervention 4A Crisis Intervention Policy and Procedure 4B Abuse Reporting Procedures 5 Follow Up 5A Follow Up Policy and Procedure 6 Confidentiality 6A Confidentiality Policy and Procedure
Discuss process of obtaining verbal consent anytime name will be shared with an agencyWritten consent for emergency food line is signed at pantries
7 Values, Awareness and Self-Determination
8 Responding Effectively to “Challenging” Inquirers
9 Using the Resource Database for I&R Referrals
10
Disaster and the I&R Specialist 10A Info Line’s Role in DisastersApplicable sections of Emergency Procedures
11
Special Populations –Serving Diverse Communities
11A Using Language Line for InterpretingOhio Relay Service
12
Serving People with Addictions After each section is read, trainee should discuss that population with supervisor and conduct relevant searches in ReferNet to help increase awareness of services for that population. Supervisor will assign these throughout the internship.
13
Serving Older Adults
14
Serving Young People
15
Serving People with Mental Illness
16
Serving Miltary Personnel and their Families
18
Stress Management and the Limits of I&R
19
Working in an I&R Call Center 18A Review call monitoring formReview some reports from Taske
23A Taxonomy SectionInclusion/Exclusion Criteria Using ReferNetPrinciples of Indexing and Taxonomy Structure Introductory Taxonomy ExerciseTaxonomy Structure and Types of Terms I&R Poster with Annual StatisticsSearch Techniques Top Referred Services and Agencies
Learning Contracts
Supervision
• Requirements of Supervisor• Weekly meetings• Call monitoring/Coaching• Evaluation/Grades• Meetings with faculty liaison
Supplemental Work
• Customer Satisfaction Surveys• Follow up calls• Contacting agencies regarding resource
updates• Outreach events• Piloting new activities• Presenting at staff meetings• Shadowing management or staff at meetings• Site visits to agencies
And maybe…
• Data analysis• Analyzing phone recordings• Writing grants• Identifying potential funders• Helping create specialized directories• Social media posts• Reviewing newspapers/websites for
resources• Program development
Intern Evaluation of our Program• Most beneficial to career development• Least beneficial to career development• Training• Supervision• Projects
End of Internship
• Thank you card signed by staff in department
• Small gift bag/gift card (~$15)• Treats
Miscellaneous Tips
• Post intern and volunteer photos and names on bulletin board in breakroom
• Food and meeting with I&R staff before start of year
• Block off supervisor’s calendar during first month of internship
• Develop a system for tracking intern/volunteer hours
What worked well
• Increased capacity to answer calls• Reduced stress for regular staff• Interns are enthusiastic and energetic• Being selective about interns• Social work interns• Team approach to training• Experienced staff mentoring interns• Hiring interns after internship
Challenges
• Time required for training and supervision
• Time required to oversee project work• Developing a steady stream of interns• Staff resistance• School breaks/gaps in intern availability• Not all interns work out
Why develop an intern program?
• Answer more calls• More time for each caller• Increase staffing during peak
hours/days/seasons• Higher time commitment than most
volunteers• Social work students have good
background • Extra projects can work on• Valued by funders
Sample Documents Available• Internship Posting• Intern/Volunteer Manual• Interview Questions• Training Schedule• Training Manual Table of Contents• Learning Contract• Evaluation Form for Interns
Contact Information
Tanya KahlManager, 211 and MedAssistInfo Line703 South Main Street, Suite 211Akron, OH 44311(330)[email protected]