Making the AIRS Standards Work as a Specialized I&R Provider

1. 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

2. Who are All of You?

3. This Presentation * Starting at the Beginning * AIRS Standards * Building an I&R System from the Ground Up * Getting Connected…Creatively

4. My First Experience with I&R National Teen Dating Abuse Helpline/ National Domestic Violence Hotline

5. 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

6. 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

7. 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

8. What the heck have I gotten myself into?!!!!! Fortunately, I like a challenge…

9. What Exactly is Information & Referral?

10. Finding AIRS… “…to provide leadership and support…” “…standards driven I&R industry…”

11. 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.” Let the Standards be Your Guide…

12. 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.” http://www.airs.org/files/public/AIRS_Standards_7_Final.pdf

13. 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 information

14. 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

15. “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

16. 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?

17. 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

18. 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.

19. Building an I&R System from the Ground Up Resource Database • Taxonomy Data Collection Data Analysis Network of Support

20. 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

21. 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

23. 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

24. 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

25. Client Database • Excel, Access, Online Database etc… • Asking for nonprofit discounts • Track only what matters • Standardize everything possible • Review data entry regularly

27. 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

30. 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

31. Making it Happen

32. 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

33. Sources for Volunteers • Universities • Large corporations (Microsoft, Amazon, Boeing, etc) • Your website • Social Media • Flash Volunteer • Clients

34. 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.

35. Getting Connected…Creatively We all have the “responsibility of building or participating in an existing I&R system to more effectively serve the community.”

36. “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!

37. 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

38. 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)

39. 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!

40. Take a Break and Take it Easy “…to meet the needs of [our] people…”

41. Contact Jessica Giordano jessicag@braininjurywa.org 206-467-4810