AIRS Conference 2009 Presentations
Please note that not all workshops featured formats that involved standalone presentations (e.g. a session that was more discussion oriented) and in some cases, material could not be shared for other reasons. The presentations retain the intellectual property of the individuals and organizations involved, and should not be used for other purposes in whole or in part without the informed permission of those involved. Now, having said all that, enjoy the rich seams of resources and look forward to seeing you at next year's Conference!
Note that the presentations from the Aging and Disabilities Track will be made available from the web site of our partner, the National Association of State Units on Aging (check under top bar menu item "I&R/A Symposium").
2-1-1 Track
Crisis Intervention Track
Disaster Track
Management Track
Military Track
Resource Database Track
Service Delivery Track
Technology Track
Trends and Tangents Track
2-1-1 Track
2-1-1 Assembly
Lucinda Nord, Indiana Association of United Ways, Indianapolis, Indiana; Tom Page, Consultant, Seattle, Washington
2-1-1 for Volunteer Income Tax Assistant (VITA) sites: I&R and appointment-making (not yet available)
Bridget Wolf, FIRSTLINK, Columbus, Ohio
2-1-1 On The Go! – Deploying 2-1-1 to help end homelessness
Nicholas Monterosso, United Way for Southeastern Michigan, Detroit, Michigan
2-1-1 service delivery and quality assurance: creating the complete package
Meg Storer, 211 San Diego, California; Brandon Dotts, 211 San Diego, California
Beating the odds: a successful model for funding 2-1-1
Jeri Shumate, 211info, Portland, Oregon
Eight 2-1-1 sites, one telephone network and one resource database
David Lantis, LAN Administrator, People for People/Greater Columbia 2-1-1, Yakima, Washington; Tom Page, Consultant, Seattle, Washington; Susan Gemmel, 2-1-1 Director, Crisis Clinic/King County 2-1-1, Seattle, Washington; Tom Milligan, InContact, Salt Lake City, Utah
“Get Connected, Get Answers”: using 2-1-1 for a community engagement and protocol system
Maricela Alcala, United Way of Greater Toledo/United Way 2-1-1, Ohio
Integrating proactive health screening and referral into 2-1-1
Matthew Kreuter, Health Communication Research Laboratory, St Louis, Missouri; Kate Eddens Meyer, Centers for Excellence in Cancer Communication Research, St Louis, Missouri
Strategic partners advancing the Common Good: United Way and You!
Linda Daily, United Way of America, Alexandria, Virginia; Tino Paz, United Way of America, Alexandria, Virginia
Crisis Intervention Track
Suicide risk assessment and intervention for I&R specialists (Powerpoint)
Suicide risk assessment and intervention for I&R specialists (Word)
John Plonski, Covenant House International, New York, New York; Janice M. Harris, 2-1-1 Helpline, Community Service Council of Greater Tulsa, Oklahoma
Walking on down Virginia Avenue: crisis intervention for I&R (Powerpoint)
Walking on down Virginia Avenue: crisis intervention for I&R (Word)
John Plonski, Covenant House International, New York, New York
Disaster Track
AIRS/UWA National Disaster Response Team: what to expect when disaster strikes
Trisha Ferrell, United Way of Greater Richmond & Petersburg, Virginia; Larry Olness, Heart of Florida United Way, Orlando, Florida; Charlene Hipes, AIRS, Portland, Oregon
Crisis and Emergency Risk (Not part of conference but presentation given to Disaster Alert Team that provided valuable insights and information)
Barbara Reynolds, Centers for Disease Control and Prevention, Atlanta, Georgia
Demand for 2-1-1 services during disaster: timing and location of 2-1-1 callers in Texas During Katrina-Rita (Part 1)
Demand for 2-1-1 services during disaster: timing and location of 2-1-1 callers in Texas During Katrina-Rita (Part 2)
Dr. Sherry I. Bame, Texas A&M University, College Station, Texas; Kay Parker, Brazos Valley United Way, Bryan, Texas
Emergency response: the role of CDC-INFO in partnership with 2-1-1 (Part 1)
Emergency response: the role of CDC-INFO in partnership with 2-1-1 (Part 2)
Susan Laird, Centers for Disease Control and Prevention, Atlanta, Georgia
Mining through a disaster (Powerpoint)
Building your Emergency Operations Plan (EOP)
EOP Section 1: Emergency Response
EOP Section 2: Essential Functions
EOP Section 3: GoTo Kit
EOP Section 4: Emergency Management Playbook
EOP Section 5: Public Information Officer Playbook
EOP Section 6: Liaison Officer Playbook
EOP Section 7: Operations Section PlayBook
EOP Section 8: Volunteer Management Training
EOP Section 9: Volunteer Training Manual
EOP Section 10: Planning Section Playbook
EOP Section 11: Logistics Section PlayBook
EOP Section 12: Finance Section Playbook
Original State 211 Mutual Aid Agreement
Original MOU Weld Larimer
Volunteer and Donations Management Support Annex
Tabletop Drill 1
Tabletop Drill 2
Tabletop Drill 3
Tracy Hays, United Way of Larimer County, Fort Collins, Colorado
Surviving the chaos of disaster-related I&R: 2-1-1 data collection and dissemination best practices (Powerpoint)
Surviving the chaos of disaster-related I&R: 2-1-1 data collection and dissemination best practices (Handout)
Jonathan Padgett, VIA LINK, New Orleans, Louisiana
The birth and evolution of Texas’ Transportation Assistance Registry: how Texas helps citizens evacuate during emergencies
Deborah Ballard, 2-1-1 Texas Information & Referral Network, Austin, Texas; Sandra Ray, United Way of the Gulf Coast, Houston, Texas
Management Track
Building a quality I&R service through an application of the AIRS Standards (and knowing when you are ready to secure AIRS Accreditation!)
Charlene Hipes, AIRS, Portland, Oregon; Faed Hendry, Findhelp Information Services, Toronto, Canada
Financial sustainability – how to be innovative in tough economic times (Powerpoint)
Capacity Kit
Case Study
Community Solutions
H1N1
Info Postcard
John Ohanian, 211 San Diego, California; Mona Freels, 211 San Diego, California
How to catch and keep volunteers
Noni McMillian, FIRSTLINK, Columbus, Ohio
I&R services from a community point of view, supporting methods and technologies (Introduction)
I&R services in the European Union
Community Answers
iSAC and cost reduction
Answers Communities
Call for U.S. partners to join EU project
Reducing burdens on services
Josep Lluis de la Rosa, Rensselaer Polytechnic Institute, New York and University of Girona, Catalonia. Spain; Mercè Rovira, City of Girona, University of Girona, Catalunya, Spain; Araceli Moreno Ruiz, University of Tamaulipas (México), University of Girona, Catalunya, Spain; Chitra Shanbhogue, Community Answers, Inc., Greenwich, Connecticut
Introduction to Quality Assurance, Customer Satisfaction and Follow-up: What’s the difference and why it matters with the new AIRS Standards … and … Why can’t I just use follow-ups? Practical experience implementing the new AIRS Standards Quality Indicators
Micki Thompson, 2-1-1 Tampa Bay Cares, Clearwater, Florida; James Luther, Luther Consulting, Indianapolis, Indiana
Leadership and telework: building a successful telework program
Mildred Smith, Crisis Clinic, Seattle, Washington
Quality, training and coaching: best practices for I&R contact centers
Amy Latzer, 211 LA County, Los Angeles, California
The “how” of metrics: what to collect and how to use it!
Amy Latzer, 211 LA County, Los Angeles, California
Military Track
(I&R) Specialists Understanding Combat Stress (SUCS) (not yet available)
Gary Strickland, Airman & Family Readiness Center, Mountain Home, Idaho
(I&R) Specialists Understanding the Life Cycle of Deployment & Reintegration (not yet available)
Gary Strickland, Airman & Family Readiness Center, Mountain Home, Idaho
Texas Military Family Access Project
Mary Damsgaard, United Way of San Antonio and Bexar County, San Antonio, TX
Resource Database Track
Avoiding conversion aversion, or preaching to the converters?
Kathy Kelly, Findhelp Information Services, Toronto, Canada
Creating a training manual for the resource department (Powerpoint)
Indexing Exercises
Reading Material List
Self-Assessment
Training Checklist
Vicki Carlson, United Way 2-1-1, St. Paul, Minnesota
Getting the most out of your training for Resource Specialists
Faed Hendry, Findhelp Information Services, Toronto, Canada; Cathleen Kelly, Consultant, Cortlandt Manor, New York
How to prepare for the CRS examination
Maria A. Williams, United Way for Southeastern Michigan, Detroit, Michigan
Indexing using the AIRS/211 LA County Taxonomy of Human Services
Dick Manikowski, Detroit Public Library (retired), Detroit, Michigan
Resources that don’t fit into your resource database: how do you provide information that is inappropriate for your database to your I&R Specialists?
Jennifer Miller, United Way of Greater Kansas City/United Way 2-1-1, Kansas City, Missouri; Alicia Girard, PATH Inc., Bloomington, Illinois
Transitioning from keywords to Taxonomy in your resource department and call center
Handout
Richard J. LaPratt Jr., VIA LINK, New Orleans, Louisiana; Edward Perry, 2-1-1 Tampa Bay Cares, Clearwater, Florida
Your agency’s silver lining: the resource department
Cathleen Kelly, Consultant, Cortlandt Manor, New York
Service Delivery Track
Being a team player: working together to help your callers
Sharon Doner-Feldman, Training for You, Bethesda, Maryland
Claim jumpers: working with chronic callers
John Plonski, Covenant House International, New York, New York
Do you speak Vietnamese, Spanish, Mandarin, or Portuguese? Communicating and working with limited English speakers
Patricia Walls, Language Line Services, Monterey, California
Getting the most out of your training for I&R Specialists
Faed Hendry, Findhelp Information Services, Toronto, Canada
Helping or hindering: how to advocate for your clients
Sharon Doner-Feldman, Training for You, Bethesda, Maryland
I&R for immigrants
Suzanne Klassen, Information Services Vancouver, Vancouver, Canada
“It’s not what you say; it’s how you say it!”: using language and knowledge-based scripting to better serve your clients (Powerpoint)
Seven challenges
Say it in sequence
William York, 2-1-1 San Diego, California
Taking the Test! Strategies for preparing for the CIRS and CIRS-A examinations
Sharon Doner-Feldman, Training for You, Bethesda, Maryland
When work hands you fool’s gold: difficult interactions (Powerpoint)
When work hands you fool’s gold: difficult interactions (Word)
John Plonski, Covenant House International, New York, New York
Technology Track
Call recording made easy
Barb Courneya, North American Communications Resource, Eagan, Minnesota
Introduction to free Google tools for nonprofits
Timothy Hite, Info Line, Akron, Ohio
Introduction to telecommunications equipment: PBX, ACD, IVR, CMS, CAS, Remote Agent and Workforce Management
Bill Brackin, Volunteers of America North Sound 2-1-1, Everett, Washington
Is it time for your staff to roll out of bed, grab some breakfast and head to the office in pyjamas?
Amy Latzer, 211 LA County, California
“THE VALIDATOR”: How to conduct an online test to verify that your data exports meet AIRS XML standards
Ben Kutsch, Information Architecture Consultant, Houston, Texas
Understaffed? Learn how to optimize your most valuable resource
Minh Dang, 211 LA County, Los Angeles, California
Trends and Tangents Track
AIRS Environmental Scan Project: Objectives, Progress, And Applications (Workshop Presentation)
AIRS Environmental Scan Project: Objectives, Progress, And Applications (Lunch Presentation)
Mark H. Neuffer, Integer Research and Consulting, Chicago, Illinois
Character In the Workplace
Geraldine (Gerri) Warden, Fleet And Family Support Pascagoula Office, Mississippi
Doing the same – or more - with less: Keeping your level of service up despite recession induced layoffs
Francesca Kranzberg, Jewish Information & Referral Service, Rockville, Maryland
How collaborative GIS data-sharing revolutionizes I&R (for non-data experts!)
Josh Knauer, Rhiza Labs, Pittsburgh, Pennsylvania
Life Quest: directions for Your life
Sharon Doner-Feldman, Training for You, Bethesda, Maryland
Look! There’s a pearl in this oyster: discovering the leader within yourself
Leadership Primer
Leadership v. Management
Kay Parker, United Way of the Brazos Valley, Bryan, Texas; Alison Smith, United Way of the Brazos Valley, Bryan, Texas
Sharing the sandbox: I&Rs and libraries (Powerpoint)
Contact list
How to collaborate with libraries
I&R and libraries
Martha Love, Springfield-Greene County Library, Springfield, Missouri; Audrey May, Memphis Public Library’s LINC/2-1-1, Tennessee
Warming Up the Ice With Icebreakers
Geraldine (Gerri) Warden, Fleet And Family Support Pascagoula Office, Mississippi
What change in Washington has to do with I&R
Bob Blancato, Matz Blancato & Associates, Washington, DC
When one organization just can’t do it alone: two community approaches to working with other nonprofits to better meet the needs of clients (Powerpoint)
When one organization just can’t do it alone: two community approaches to working with other nonprofits to better meet the needs of clients (Handout)
Mary Cooksey, United Way of Abilene/ 2-1-1 Texas: A Call for Help, Abilene, Texas; Rita Icenogle, United Way of Escambia, Pensacola, Florida; Lois Ann Porter, VisionLink, Boulder, Colorado
