making the airs standards work as a specialized i&r provider
DESCRIPTION
Making the AIRS Standards Work as a Specialized I&R Provider. Jessica Giordano, MA, CIRS Operations Manager Washington TBI Resource Center NW AIRS Board Member. Who are All of You?. This Presentation. * Starting at the Beginning * AIRS Standards - PowerPoint PPT PresentationTRANSCRIPT
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Making the AIRS Standards Work as a Specialized I&R
Provider
Jessica Giordano, MA, CIRSOperations Manager
Washington TBI Resource Center NW AIRS Board Member
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Who are All of You?
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* Starting at the Beginning
* AIRS Standards
* Building an I&R System from the Ground Up
* Getting Connected…Creatively
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This Presentation
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My First Experience with I&R
National Teen Dating Abuse Helpline/
National Domestic Violence Hotline
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•Formal Training
•Employees and Volunteers
•Running 24 hours a day
•Established organizational processes and procedures
•Standardized data entry into resource database with resources spanning the entire country
•Supervisors on-site providing real time feedback and debriefing
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My First Day at BIAWA• Private Office
• “Official Training” = bundle of pamphlets and books on Brain Injury
• 3.5 FTE working for the organization
• Referrals to “who-knows-where”
• Remote login phone system
• No supervisor to be found
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• People knew Brain Injury but didn’t know I&R
• No system for follow up – Clients falling through the cracks– Negative public image
• Call tracking by hand
• Personal resource sheets
• FNU, LNU
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What the heck have I gotten myself into?!!!!!
Fortunately, I like a challenge… 8
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What Exactly is Information & Referral?
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Finding AIRS…
“…to provide leadership and support…”
“…standards driven I&R industry…” 10
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AIRS Standards
“The AIRS Standards underpin and bind together every aspect of I&R and define the direction of all the products and services provided by AIRS.”
“The Standards are the foundation of I&R service delivery and the prime benchmark of quality I&R.”
11Let the Standards be Your Guide…
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Defining I&R
According to AIRS,
“I&R programs help individuals, families and communities identify, understand and effectively use the programs that are part of the human service delivery system.”
12http://www.airs.org/files/public/AIRS_Standards_7_Final.pdf
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According to AIRSAn I&R Service
• Maintains accurate, comprehensive, unbiased information about health and human services available in their communities
• Provides confidential and/or anonymous access to information
• Provides assessment and assistance based on the inquirer’s needs
• Provides barrier-free access to information13
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• Recognizes the inquirer’s right to self-determination
• Provides an appropriate level of support in obtaining services
• Ensures that inquirers are empowered to the extent possible
• Ensures that the inquirers have the opportunity to access the most appropriate I&R service available in the system
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“Each I&R service is part of the larger “system” of I&R
1st AIRS conference I felt very small surrounded by big organizations such as
2-1-1s and state agencies
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BIAWASlightly Different I&R
• Small organization • Special population • Long-term assistance; sometimes 10-20
years+• Education/Outreach is a big part of what we
do
Do we even fit?
Are there ways you feel out of place? 16
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It is OK that you are not like everybody else
•BIAWA will probably never be an AIRS certified organization
• Doesn’t mean we can’t benefit from AIRS and we don’t provide valuable contributions to the greater I&R field/system
•Smaller organizations become a valuable resource for the larger I&Rs
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Focusing on What Matters
“…brings people and services together…”
When I started at BIAWA, there was a disconnect between the people and the services…that was the “big picture” fix.
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Building an I&R System from the Ground Up
Resource Database
- Taxonomy
Data Collection
Data Analysis
Network of Support
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Resource Database
• What inclusion/exclusion criteria work for you? – Including for profit businesses?
• Clear rules about data entry
• Standardize everything from the beginning– Yes/No vs. Check Boxes
• Provide staff with a script for vetting
• Include date fields for created and last updated
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Modifying the Taxonomy• AIRS Taxonomy contains more than 6,000 terms.
Yikes!
• Knew we could only manage 2 layers to our taxonomy. Some smaller organizations may only have 1 layer
• Specialized population being served meant we had specialized terms
– Neuropsychologist, Assisted Living
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Keeping Up with Updates
• Review as entered
• Have all staff review and update as they use the database
• Create special projects for staff down time
• Utilize ongoing review and then yearly run a report on those resources that have not been update in a year
• Incorporate callers into the process; ask them if the info was accurate when we follow up
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Our Clients are Different
• Sometimes we have to contact resources for our clients
• We can’t just ask our clients to call us back and let us know how referrals worked out• We ask permission to follow up with them
• Follow up 1-3 days is too soon; not enough time for clients to follow through on resources
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Client Database
• Excel, Access, Online Database etc…
• Asking for nonprofit discounts
• Track only what matters
• Standardize everything possible
• Review data entry regularly
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Call Tracking
• Basic Spreadsheet (something easy for staff to use and for management to analyze)
• Phone reporting – talking to your phone company
• Initial investment (dashboards) long-term benefits
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Disaster Preparedness
• We are not a source of support in times of crisis/disaster
• Our voicemail always indicates to call 911 in the case of an emergency.
• Crisis response procedure
• Staff are all aware of 2-1-1, safety checks and other crisis services
• Ability to change the voicemail from off-site
• Always available for staff to debrief the call
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Making it Happen
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Utilizing Free/Low Cost Resources
• Cloud based databases
• Always asking for a reduced/nonprofit rate
• TechSoup
• Finding free community events at which you can exhibit or present
• Offer to trade trainings with other providers
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Sources for Volunteers
• Universities
• Large corporations (Microsoft, Amazon, Boeing, etc)
• Your website
• Social Media • Flash Volunteer
• Clients
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Asking for Help
30 Minutes of Struggle
• Search the web for solutions
• Utilizing coworkers/staff
• Find the person who has a similar role in another organization
• Ask questions
People want to help.
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Getting Connected…Creatively
We all have the “responsibility of building or participating in an existing I&R system to more effectively serve the community.”
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“Cooperative Working Relationships”
AIRS; NW AIRS – local chapter
Lifespan Respite Coalition
Directors of Disability Organizations
Community Partners – researchers
Brain Injury Alliance I&R Providers
ListServs and ENewsletters
Can’t be there? Get the notes! 36
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I&R Collaboration
The #1 Source of Free Information and Support
• We are all busy and stretched thin but at the same time have moments to spare to help each other thrive
• Here and Now: Share contact information
• Meet regularly to trouble shoot
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Do Not Duplicate
• Find out who else is out there and what they are doing
• Community events, conferences, etc…when tabling, visit the other vendors and get a sense of how you can utilize each other (not only for your consumers but also for yourself)
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Sharing What You Have
• Giving everything away (without giving away private client data)
• Recording processes so you can share (if you are doing something cool, write it down so others can benefit)
• Join coalitions and collaborate!
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Take a Break and Take it Easy
“…to meet the needs of [our] people…” 40