Creating a Resource Specialist Training Manual

1. Creating a Resource Specialist Training Manual AIRS Conference June 1, 2009

2. Agenda • Benefits of having a Resource training manual • Checklist usage to build your manual • Things to include the manual • The manual as an ongoing reference tool • Disaster preparedness • Updating your manual

3. Value of a Resource Specific Training Manual – To New Employees • Recognizes the different nature of the Resource Specialist’s job • Contains all of the information a new employee needs • Works as an going reference tool • Helps employee move towards certification

4. Value of a Resource Specific Training Manual – To Resource Department • Allows for complete and consistent training of resource staff • Allows for continuity despite turnover in the department • Establishes a written updating process and allows for a periodic review of that process • Establishes consistent documents to be used in the updating process

5. Value of a Resource Specific Training Manual – To the Information and Referral Organization • More complete and accurate database • Disaster preparedness • Available for use during Accreditation process by combining in one place the information needed to prove compliance

6. Table of Contents • Allows user to see all of the items included on one page • Sets up an organizational system for the manual

7. Checklist • Can substitute for Table of Contents • Ensures training of staff in all of the critical elements of the job • Establishes responsibility of the trainer for each section by documenting the time, trainer and notes for each training item

8. Checklist • Creates a better training process through the development of the checklist • Is as detailed as needed • Allows for flexible training as the schedule of trainers and the learning curve of the new employee require

9. General Considerations • Manual will vary with organization • Manual should be organized in an easy-to-use fashion

10. Things to Include – General Organizational Items • General office policies and procedures and HR policies, or reference other documents such as a general organization training manual or company handbook • Organizational chart, administrative structure • Training schedule – can be structured or flexible, can use checklist

11. Things to Include – General Organizational Factors • Service area • Partnerships • Job Description • Overview of local human service delivery system • Ongoing meetings

12. Things to Include – Agency Specific • Resource lists – mental health hotlines, homeless shelters • Maps • Training in specialized areas of coverage such as aging, veterans, persons with disabilities

13. Things to Include – Information and Referral Basics • ABC’s of I & R • AIRS Standards • 2-1-1 information, both national and local, including history and current situation • AIRS information including state chapter

14. Things to Include – Reading Material Reading materials from • www.211taxonomy.org • AIRS Toolkit • AIRS Journal

15. Things to Include – Future Employee Expectations • Ongoing trainings, online and in-person • Performance reviews • Certification expectations

16. Things to Include – Information and Referral Specialist Training • Training on Information and Referral procedures and database searching methods, or reference separate training manual • Level of training will depend on experience of new employee

17. Things to Include – Resource Policies • Inclusion/Exclusion policy • Style Guide/data entry procedures – either AIRS version or self developed

18. Things to Include – Computer Use • Software user’s guide • Database structure – data elements • List serves • Website bookmark suggestions

19. Things to Include – Taxonomy/Indexing • Taxonomy training reading materials • Resources such as www.211taxonomy.org • Indexing principles training • Taxonomy exercises

20. Things to Include - Updating • Updating Procedure • Overview and timeline • Follow-up procedures • New agency requests • Finding new resources • Inactivating agencies • Sample letters/email messages • Paper filing system

21. Things to Include – Resource Products • Data requests/ mailing labels • Newsletters • Directories • CDs • Websites

22. Things to Include - Evaluations • Training evaluations of trainee by trainers • Training evaluations of trainer by trainee • Training evaluations of trainee by trainee

23. Manual as a Reference Tool • Includes commonly used documents such as inclusion/exclusion policy, style guide and other information that can be used as ongoing references • Makes them easy to find; gives every employee a copy

24. Disaster Preparedness • Include disaster plan or reference organization’s plan • Include resource specific procedures such as maintaining information flow in absence of computers and finding information in a disaster

25. Disaster Preparedness (cont.) • Provides training of temporary emergency staff • Acts as a quick reference tool for ongoing staff • Develops advanced planning for a disaster which will aid in a smooth process during a disaster

26. Updating Manual • Need an interim updating process • Need a formal, complete review at established intervals including updating information and evaluating the process • Should be designed to allow for changes (3-ring binder, no page numbers) • Make sure all copies are updated

27. Thanks to: • Resource staff, Rose Donahoe and Natalie Schmidgall at United Way 2-1-1, St. Paul • Beth Diamond, Vermont 2-1-1 • Amy Price, 2-1-1, United Way Capital Area, Austin, Texas • Raamesie Diakhaté, Seven County Services, Louisville, Kentucky

28. Presenter Contact Information Vicki Carlson, C.R.S. United Way 2-1-1 Greater Twin Cities United Way 180 East 5th Street, Suite 211 St. Paul, MN 55101 651-291-8402 carlsonv@unitedwaytwincities.org