June 3, 2013 – 10:30 am

1. Breaking It Down: How to Achieve AIRS Accreditation June 3, 2013 – 10:30 am #AIRS2013

2. Consultation Phase • Fred Koss Database Review • Carol Davis • Cathleen Dwyer

3. Fred Koss CEO Connect2Help AIRS Board Member Standards Committee Chair Site Reviewer Document Reviewer

4. Reviewing Board, Staff and Community Questionnaires • Reading written responses and descriptions • Reviewing documentation • Writing a draft report • Proofing and finalizing report Consultation Phase

5. Premise • Level of difficulty • Quality of submission

6. The 7 deficiencies that most often send an application back for more work.

7. Problems with file organization Number 7 Number 6 Number 5 Number 4 Number 3 Number 2 Number 1

8. OrganizingFiles Uploading to SugarSync Submitting on CD/DVD, USB Flash Drive, or Thumb Drive

9. OrganizingFiles • What to do! • Accreditation Criteria in a separate file • Supporting documents in separatefolders • Files have recognizable names

10. OrganizingFiles Accreditation Criteria file Folders for documents

11. OrganizingFiles Accreditation Criteria file Folders for documents Recognizable file names

12. OrganizingFiles • What not to do! • Entire submission in one file • All files in one folder • Documents inserted in Accreditation Criteria • (hyperlinks are okay)

13. Number 7 Number 6 Number 5 Number 4 Number 3 Number 2 Number 1 • Problems with file types

14. File Type Microsoft Word (.doc/.docx) Adobe Acrobat Document (.pdf) Microsoft Excel Worksheet (.xls) XML Paper Specification (.xps) Open Office (.odf)

15. “Good” PDF Save as type: PDF

16. “Bad” PDF

17. Graphic image Not searchable Not quotable C. Monet

20. File Type Responses / Descriptions • Microsoft Word (.doc/.docx) • Adobe Acrobat Document (Good.pdf) Documentation • Any Readable File (Any.pdf)

21. Low questionnaire returns Number 7 Number 6 Number 5 Number 4 Number 3 Number 2 Number 1

22. Questionnaires Community • Reasonable number to mail • Send to people who know you Board • Emphasize the importance Staff Administrator • Include a resume’

23. Overview statement, adverbs, clarity and completeness Number 7 Number 6 Number 5 Number 4 Number 3 Number 2 Number 1

24. Overview Statement • Understanding your agency • Organizational details (not marketing) • Organizational structure • Service area • Demographics • Programs • Finances

25. Clear and completedescriptions • Include details in MOUs. • Answers with details • Strengths and weaknesses • What are the issues? • How are they addressed?

26. Clear and completedescriptions “actively” “strongly” “rarely” “often” “intensely” “small” “fully” “substantial” • Not marketing, omit adverbs and adjectives.

27. Example Active rescue means actions undertaken by 2-1-1 staff that is [sic] intended to ensure the safety of individuals at Imminent Risk or in the process of a suicide attempt. “Active” refers to the 2-1-1 Staffs [sic] initiative to act on behalf of individuals who are in the process of an attempt or who are determined to be at imminent risk, but who, in spite of the helper's attempts to actively engage them, are unwilling or unable to initiate actions to secure their own safety.

28. Example Active rescue means actions undertaken by 2-1-1 staff that is [sic] intended to ensure the safety of individuals at Imminent Risk or in the process of a suicide attempt. “Active” refers to the 2-1-1 Staffs [sic] initiative to act on behalf of individuals who are in the process of an attempt or who are determined to be at imminent risk, but who, in spite of the helper's attempts to actively engage them, are unwilling or unable to initiate actions to secure their own safety.

29. Response doesn’t address what is being asked Number 7 Number 6 Number 5 Number 4 Number 3 Number 2 Number 1

30. Example • The requirement: Provide three examples of things you learned from an evaluation and program changes you made in response. • The agency description: • Transportation needs for the elderly. We now work with the local city bus system to provide bus tokens. • We follow up with agency complaints and provide them the feedback received. • It was identified which programs needed assistance, so additional money was allocated for assistance within the community.

31. Follow-up and Quality Assurance • Crisis Calls and Risk Assessment • Individual Advocacy and System Advocacy Accurate Responses

32. Governance is governance Number 7 Number 6 Number 5 Number 4 Number 3 Number 2 Number 1

33. “In situations where the I&R service is part of a larger organization and the Board is remote from oversight of the I&R service, an Advisory Committee handles these responsibilities.” Advisory Committee: A formally constituted group of local stakeholders that provides information about community needs and issues, recommendations regarding program planning and development activities and other forms of support that help to ensure that the agency maintains effective connections with the people it serves. Board of Directors: The governing body of an organization that is responsible for program planning and evaluation, policy setting, personnel administration, program oversight, public relations and fiscal management.

34. Boards govern • Advisory committees provide feedback, help with marketing, etc.

35. Information is missing or not complete Number 7 Number 6 Number 5 Number 4 Number 3 Number 2 Number 1

36. 77 “Descriptions” needed • 25-plus documents • Have a plan for organizing • Double-check requirements • Use the checklists Missing Information

37. b. Other Channels for Access: In what other ways are the agency’s information and/or services made available? Describe what you do. • Pamphlets are made available within the community; there is access through Facebook; there is an email feature on the web site; and there are links to other web sites such as United Way and the American Red Cross. • Timeliness of Response: Where the public can contact the I&R service through additional channels (e.g., E-mail, Voicemail, Instant Messaging), a minimum expectation is that there are guidelines in place for “timeliness of response”. Describe your guidelines. • Agency policy requires that a follow-up from staff be made within 24 hours. • Contacting an I&R Specialist: When using the online database or other means of access, the public must be told how to contact an I&R specialist for assistance. Describe what you do? • There is a link on the agency website that encourages a call to 211. There also is a direct link for email. They can click “contact us” and select the county they are inquiring about. An email will be sent to the center where that information resides.

38. b. Other Channels for Access: In what other ways are the agency’s information and/or services made available? Describe what you do. • Pamphlets are made available within the community; there is access through Facebook; there is an email feature on the web site; and there are links to other web sites such as United Way and the American Red Cross. • Timeliness of Response: Where the public can contact the I&R service through additional channels (e.g., E-mail, Voicemail, Instant Messaging), a minimum expectation is that there are guidelines in place for “timeliness of response”. Describe your guidelines. • Agency policy requires that a follow-up from staff be made within 24 hours. • Contacting an I&R Specialist: When using the online database or other means of access, the public must be told how to contact an I&R specialist for assistance. Describe what you do? • There is a link on the agency website that encourages a call to 211. There also is a direct link for email. They can click “contact us” and select the county they are inquiring about. An email will be sent to the center where that information resides.

39. b. Other Channels for Access: In what other ways are the agency’s information and/or services made available? Describe what you do. • Pamphlets are made available within the community; there is access through Facebook; there is an email feature on the web site; and there are links to other web sites such as United Way and the American Red Cross. • Timeliness of Response: Where the public can contact the I&R service through additional channels (e.g., E-mail, Voicemail, Instant Messaging), a minimum expectation is that there are guidelines in place for “timeliness of response”. Describe your guidelines. • Agency policy requires that a follow-up from staff be made within 24 hours. • Contacting an I&R Specialist: When using the online database or other means of access, the public must be told how to contact an I&R specialist for assistance. Describe what you do? • There is a link on the agency website that encourages a call to 211. There also is a direct link for email. They can click “contact us” and select the county they are inquiring about. An email will be sent to the center where that information resides.

40. That’s it…