AIRS Training and Education Conference 2004 · Web viewHer primary responsibilities included coordinating the development, maintenance and quality assurance process for Georgia’s

AIRS CONFERENCE PROGRAM 2018 PROGRAM SUMMARYI&R Training and Education Conference

Sunday June 3rd – Wednesday June 6th, 2018Dallas, Texas

The listings below will change in minor ways over the next few weeks Please visit www.airs.org/conference for any updated versions. The detailed program schedule in terms of

days/times of sessions should be ready around mid-April.

(Hover cursor over list below to get directly to any particular track or session)

SUNDAY INTENSIVES.............................................................................................................................4 AIRS Accreditation Secrets to Success: Consultation, Remote Database Review, and Onsite Review.....................................................................................................................................................4 Providing Excellent Frontline I&R Service (formerly the “ABCs of I&R”)..................................5 The I&R Supervisor’s Toolkit.........................................................................................................5

MAIN PROGRAM......................................................................................................................................6

AGING AND DISABILITIES TRACK...................................................................................................6 Supported Decision-Making: A Listening Session...........................................................................6 Supports for LGBT Older Adults in Aging and Disability Services................................................8 Developments in Aging and Disability Policy: A National Perspective..........................................8 Volunteer Caregiving: A National Movement Providing Helping Hands and Access to Healthcare

10 Getting on Board: Reasonable Modification of Policy and Public Transportation........................10 Listening Between the Lines: Responding to Caregivers’ Needs..................................................12 When 9-1-1 Calls YOU: Partnering with Your Local Paramedics to Strengthen Evidence-Based Health Program Delivery and Impact Frequent Users of 9-1-1.............................................................13 Overcoming the Challenge of Connecting Consumers to Transportation......................................14

Alliance of Information and Referral Systems

http://www.airs.org/conference

Social Security Services for Seniors and People with Disabilities.................................................15 Medicaid: Current Issues that Impact Aging and Disability..........................................................16 Learning from our Peers: I&R/A Trends in Benefits Outreach and Assistance.............................17 Connecting Medicare Eligible Inmates to Benefits After Release.................................................18

211 TRACK...............................................................................................................................................19 Texting for 2-1-1s...........................................................................................................................19 Accountable Community Care Hubs, Powered by 2-1-1 (Part One)..............................................20 Accountable Community Care Hubs, Powered by 2-1-1 (Part Two).............................................21 CDC Flu on Call® Project: Lessons Learned and Broader Implications.......................................22 Integrating 2-1-1 with United Way (Part One)...............................................................................23 Integrating 2-1-1 with United Way (Part Two)..............................................................................23 Collaborating with United Way 2-1-1 of Greater Atlanta to Adapt a Home Food Environment Intervention for Telephone-Based Delivery: Results from a Pilot Study..............................................24 Violent Extremism: How 2-1-1s Can Help to Prevent Ideologically-Motivated Violence............24

SERVING THE MILITARY TRACK.........................................................................................................27 You’ve Served Us, Now Let Us Serve You: Understanding Military Culture to Deliver World-Class Service for Veterans.....................................................................................................................27 Army Installation Management Command (IMCOM): Enhancing Soldier and Family Readiness by Building Relationships “Outside the Gate”......................................................................................28 Justice Involved Veterans...............................................................................................................29 Navigating Through the Sea of Veteran Resources........................................................................29 Welcome to VA: Improving the Veterans Experience...................................................................30 Military OneSource “Tour in a Box”..............................................................................................31 Connecting Older Adult Veterans to Services................................................................................32 On Time, On Target – Working with Veteran Peers......................................................................33

DISASTER TRACK...................................................................................................................................33 How Hurricane Harvey Two-Stepped Across 2-1-1 Texas Regions..............................................34 Creative Text Messaging During Disaster and Recovery (Part One).............................................35 Creative Text Messaging During Disaster and Recovery (Part Two)............................................36 Public Information Approaches in a Disaster.................................................................................37 Strength After: The Power & Purpose of Sharing Stories of Strength & Hope after Disasters.....38 A Coordinated Approach to Disaster Case Management – Creating a Plug and Play Response for Future Disaster Events...........................................................................................................................39


Disaster Spiritual Care: Working with Spiritual and Cultural Diversity........................................39 Integrating Disaster Behavioral Health & Crisis Intervention: Lessons Learned from Disaster Distress Helpline & National Suicide Prevention Lifeline Crisis Centers Following the Historic Disasters of 2017...................................................................................................................................40

I&R SERVICE DELIVERY TRACK...........................................................................................................42 I&R Call Simulations … Say What?!.............................................................................................43 The Gamification of Information and Referral...............................................................................43 I&R’s Response to the Opioid Epidemic Panel Discussion...........................................................44 Let’s Talk about Outreach Roundtable Discussion........................................................................45 Reducing Mental Health Stigma: Using Recovery Oriented Language.........................................45 Recognizing and Assisting Inquirers Experiencing Family Violence and Elder Abuse................46 Confidence in Any Weather: Saying No and Managing Difficult Calls........................................47 Successful Silent Monitoring..........................................................................................................48 Training and Coaching I&R Specialists Through the Power of Storytelling.................................49 I&R role in Re-entry and Reunification.........................................................................................50 I&R Service Delivery Open House: Final Session........................................................................50

I&R MANAGEMENT TRACK...................................................................................................................51 Creating a Management Flow Chart for Continuous AIRS Standards Compliance......................51 Targeting and Service Outreach for Hard to Reach Populations..............................................52 Demystifying Service Level – How It’s Set, How It’s Met...........................................................53 Introduction to Parliamentary Procedure: A Time Tested and Widely Accepted Approach to Civil and Effective Meetings..........................................................................................................................53 Structuring Training to Improve Retention....................................................................................54 The Texas Competitive Electric Market, Electric Providers and Non-Profit Partnerships............55 The Ingenuity of the Small I&R.....................................................................................................56 I&R Management Open House: Final Session...............................................................................57

I&R TECHNOLOGY TRACK....................................................................................................................58 The Cybersecurity Framework and How Can it be Applied to Protect my Organization?............58 Introduction to APIs.......................................................................................................................59 How to Increase Traffic to your Website? A Complete Guide for Non-Technical People............60 Let it Flow: How Resource Data Can Go Wherever People Want to Use It — Reliably and Sustainably (Part One)...........................................................................................................................61


Let it Flow: How Resource Data Can Go Wherever People Want to Use It — Reliably and Sustainably (Part Two)..........................................................................................................................61

RESOURCE DATABASE TRACK.............................................................................................................62 Big Impactful Resources.................................................................................................................63 Database Pruning: The Who, Why, When, and How.....................................................................64 Taxonomy 101: The Heart of Data (Part One)...............................................................................64 Taxonomy 101: The Heart of Data (Part Two)..............................................................................65 Resource Conversations: Bigly Response Rates, Big League Response Quality..........................66 Resource Database Open House: Final Session............................................................................67

FOR EVERYONE TRACK.........................................................................................................................68 Keys to Conquer Stress for Enhanced Health and Improved Performance....................................68 Pay for Success – An Innovative Funding Model to Bring Proven Practices to Scale..................69 Connecting the Dots: The Community Information Exchange (Part One)....................................70 Connecting the Dots: The Community Information Exchange (Part Two)....................................71 Human Trafficking: How to Spot It, Stop It and Find Recovery Resources..................................72 Reducing Turnover and Burnout within a Call Center...................................................................73 Stress: Manage the Menace!...........................................................................................................74 Tweet Your Way to Success: Maximizing Twitter and other Social Media Platforms..................75

SUNDAY INTENSIVES

AIRS Accreditation Secrets to Success: Consultation, Remote Database Review, and Onsite Review

This Intensive is designed specifically for directors/managers interested in the AIRS Accreditation (or Reaccreditation) process. Do you have, document, follow and continuously improve your operational plans? Join us as we look at learning/applying project management timing, creating documentation that reflects reality, and getting your database ready for external review.

Mary Cooksey, United Way of Abilene 211 Texas A Call for Help, Abilene, Texas; Jennie Pollak, Michigan 211, Lansing, Michigan

Background and qualifications of presenter(s)


Mary Cooksey serves as the Community Resource Center program director for the United Way of Abilene, which is home to 211 Texas A Call for Help. Mary is responsible for leading a public/private collaboration of the United Way of Abilene, City of Abilene, and Texas Health and Human Service Commission. Mary holds a degree in Communications Arts and held a variety of operational, marketing and sales positions for public and commercial television stations in North Dakota and Texas. In 1996, Mary went on to be named the first director of the National Center for Children’s Illustrated Literature. In 2000, she joined United Way of Abilene as the Campaign Director and AIRS 2018 Training and Education Conference then developed the 211 service for her community in 2004. She now serves on several state and national boards and committees for the advancement of information and referral services.

Jennie Pollak has worked in the field of Information and Referral for eleven years, working in many roles within 211; I&R Specialist, Resource Specialist and Center Manager. She is the Statewide Resource Database Director of Michigan 211, facilitating and engaging collective work in the Resource Database. Jennie holds a Master’s degree in Social Work, with a focus in Organization and Community Leadership. In addition to participating on many local and regional networks, Jennie serves in several capacities on the MI-AIRS Board, and is the Vice-Chair of the AIRS Accreditation Commission.

Providing Excellent Frontline I&R Service (formerly the “ABCs of I&R”)

This intensive is for front-line I&R Specialists who are relatively new to the field or for more experienced staff who will be taking the CIRS or CIRS-A/D exam. This interactive and participatory session will address the practical application of performance-based competencies, the ‘how-to’ of conducting an effective needs assessment and dealing with a range of client inquiries and types. The session covers all the fundamentals and enhancements involved in provide a quality I&R service.

Faed Hendry, Findhelp Information Services, Toronto, Ontario

Background and qualifications of presenter(s)Faed Hendry is the Manager of Training and Outreach with Findhelp Information Services in Toronto, Ontario. He has delivered hundreds of training workshops related to I&R. Faed is a Past-President of AIRS and has served as the Chair of the AIRS Standards Committee and is also an AIRS Accreditation Site Reviewer. He has worked in the field since 1989.

The I&R Supervisor’s Toolkit

Are you an I&R supervisor? Or are you ready to prepare for that eventual promotion? This intensive will outline the knowledge and techniques that will help make you a better supervisor. Quality assurance, team building, skills coaching and the basics of human resource management are among


some topics to be covered. Participants will be able to identify some of the challenges and requirements of the transition from being a good I&R practitioner to being a good I&R supervisor.

Sandra Ray, 2-1-1 Texas/United Way HELPLINE, United Way of Greater Houston, Houston, Texas; Thanh Nguyen, 2-1-1 Texas/United Way HELPLINE, United Way of Greater Houston, Houston, Texas

Background and qualifications of presenter(s)Sandra Ray is I&R Manager for 211 Texas/United Way Helpline, a program of the United Way of Greater Houston. Sandra has more than 18 years of experience in I&R, grant writing, nonprofit administration, and program development. Her duties at United Way include training and day-to-day oversight of more than 45 I&R Specialists. She holds a Bachelor of Arts in English and a Master of Science in Psychology, both from Angelo State University in San Angelo. Sandra is a Certified Information and Referral Specialist and a freelance writer.

Thanh Nguyen is a Sr. Manager of Service Delivery & Strategic Initiatives with United Way of Greater Houston. She has worked for United Way since 2007. She recently returned to United Way after moving to New Orleans for 2 years. She is involved with United Way’s THRIVE program to promote family financial stability & Education initiative. She graduated from University of Southern Mississippi with a Bachelor’s degree in Marketing. Thanh is a true foodie. If she is not talking about food, she is eating food. Her motto she lives by: “Part of success is to eat what you want.”

MAIN PROGRAM

AGING AND DISABILITIES TRACK Brought to you by the National Association of States United for Aging and Disabilities (NASUAD)

The sessions on this track are geared towards issues distinct to the operation of Aging/Disabilities services. However, there are sessions here of interest to people working in other areas of I&R, plus there are sessions in other tracks relevant to Aging/Disabilities providers. Remember, anyone can attend any session and that everything in I&R and I&A is connected.

A-1: Monday June 4th, 10am-11.15am

Supported Decision-Making: A Listening Session


The National Resource Center for Supported Decision-Making advances SDM through research, training, information sharing, and promotion of best practices. SDM assists older adults and people with disabilities to receive the help they want and need to make their own decisions. We will share the major advances in the use of SDM and gather feedback on what more progress is needed. This interactive session is an opportunity to assess the challenges and opportunities for using SDM in your work.

Tina M. Campanella, Quality Trust for Individuals with Disabilities and the National Resource Center for Supported Decision-Making, Washington, District of Columbia; Morgan K. Whitlatch, Quality Trust for Individuals with Disabilities and the National Resource Center for Supported Decision-Making, Washington, District of Columbia

Background and qualifications of presenter(s)Tina M. Campanella was promoted to Chief Executive Officer of Quality Trust in January 2013 by the Board of Directors. Tina is the original Executive Director of Quality Trust hired to lead the non-profit advocacy catalyst when it was founded in 2002. Tina has over 35 years of experience working with and on behalf of children and adults with intellectual and developmental disabilities. She has directed residential and employment services and worked as an expert consultant regarding quality improvement and organizational development strategies for human service agencies throughout the US and abroad. Tina is acknowledged as an exceptional thinker and leader in her field with areas of expertise in systems change, quality management and improvement, disability policy and services development, leadership and management, meeting facilitation, advocacy, and staff development. She was appointed by the Mayor of the District of Columbia to chair the Developmental Disabilities Council in 2010. Tina also currently serves as the Principal Investigator for the National Resource Center for Supported Decision-Making

Morgan K. Whitlatch is the Lead Project Director of the National Resource Center for Supported Decision-Making (NRC-SDM), which is dedicated to advancing the â€œRight to Make Choicesâ€ � of people with disabilities and older adults. Morgan has devoted her legal career to working with and on behalf of people with disabilities and older adults in matters involving capacity, guardianship and alternatives, and the right to self-determination; community integration; living life free from abuse and neglect; and accessing public benefits and services. Morgan has extensive experience in implementing systemic policy, practice, and training initiatives, including those of the NRC-SDM and the Jenny Hatch Justice Project (JHJP). Notably, Morgan co-represented the JHJP namesake in fighting for her right to engage in Supported Decision-Making as an alternative to permanent plenary guardianship. Prior to joining Quality Trust in 2009, Morgan was an attorney at the Rhode Island Disability Law Center, which is the state’s protection and advocacy system for people with disabilities. Morgan has been recognized by Georgetown University, Human Rights Action - Amnesty International, as making outstanding contributions through her work as a human rights practitioner, and she is a member of the Disability Rights Bar."

Workshop Objectives:After attending this workshop, participants will be able to:


o Increase familiarity with Supported Decision-Making practices and tools from around the country

o Provide input to the National Resource Center's self-evaluation processo Gain access to technical assistance on SDM through the National Resource Center

A-2: Monday June 4th, 10am-11.15am

Supports for LGBT Older Adults in Aging and Disability Services

This session provides aging and disability employees and volunteers with an understanding of the specific needs and experiences of LGBT older adults and caregivers. The presentation includes an introduction to useful terminology and the use of case scenarios, video interviews with LGBT older adults and group discussion designed to provide an in-depth look at the challenges and barriers faced by LGBT older adult adults. Participants will leave with best practices as well as local and national resources that will assist with supporting LGBT Older Adults. Participants will be connected to local and national resources, and receive some best practices to integrate into their work.

Vivienne Armstrong, Ed-U-CARE, Inc., Dallas, Texas

Workshop ObjectivesAfter attending this workshop, participants will be able to:

o Identify appropriate terminology for use with LGBT older adultso Describes barriers and challenges faced by LGBT older adultso Explain best practices & identify local and national resources for supporting LGBT older adults

for supporting LGBT older adults

A-3: Monday June 4, 1pm-2.15pm

Developments in Aging and Disability Policy: A National Perspective

Presenters will share the latest updates from the U.S. Department of Health and Human Services, Administration for Community Living (ACL); the National Association of States United for Aging and Disabilities (NASUAD); and the National Association of Area Agencies on Aging (n4a). These updates will give managers and front-line staff of state and local I&R/A agencies a review of current trends and developments in aging and disability policy, financing, and service delivery.

Sherri Clark, Administration for Community Living (ACL), U.S. Department of Health and Human Services, Washington, District of Columbia; Damon Terzaghi, National Association of States United for Aging and Disabilities (NASUAD), Washington, District of Columbia; Autumn Campbell, National Association of Area Agencies on Aging (n4a); Washington, District of Columbia


Background and qualifications of presenter(s) Sherri Clark is a Senior Aging Services Program Specialist within the Office of External Affairs of the Administration for Community Living (ACL). The ACL, an organization within the U.S. Department of Health and Human Services, provides national leadership and direction to plan, manage, develop, and raise awareness of comprehensive and coordinated systems of long-term services and supports that enable older Americans and individuals with disabilities, including intellectual, developmental, and physical disabilities, to maintain their health and independence in their homes and communities. Ms. Clark manages several consumer information and education projects, including the Eldercare Locator, a toll-free telephone line and website that connects older persons and their caregivers with services and opportunities at the state and local levels. Additionally, she provides oversight over the agency’s website and social media efforts. Ms. Clark has held several positions within HHS in the past 20 years. Prior to ACL, Ms. Clark worked 10 years with the Social Security Administration. A native of Washington, District of Columbia, she received a B.S. in human services from Lincoln University and a MSW degree from Howard University.

Damon Terzaghi is a Senior Director at NASUAD. In this role, he is responsible for leading NASUAD’s policy work, including analyzing federal and state legislation and regulations; providing technical assistance to state entities on Medicaid programmatic and policy issues; establishing the association’s priorities regarding the Older Americans Act and related programs; and researching national trends around long-term services and supports. Prior to joining NASUAD, Mr. Terzaghi served as Vice President for the Marwood Group LLC where he led the group’s Medicaid research practice. Mr. Terzaghi has served as a Health Insurance Specialist for the Centers for Medicare and Medicaid Services (CMS) where worked on Medicaid policy, including home and community-based services, behavioral health, eligibility, and managed care.

Autumn Campbell joined n4a in March 2014 as Director, Public Policy and Advocacy. In this role, Autumn supports all and leads many of the association’s public policy and advocacy efforts. Autumn brings a broad portfolio of experience to the position and has worked for nearly 10 years for DC-based associations and nonprofits. Autumn has experience in transportation, workforce development, rural development, housing, and community and social services policies and federal programs. She has also worked both for Congress and as a reporter for the Capitol Hill–based publication Roll Call, where she gained an extensive understanding of the legislative process.


o Identify key policy and legislative developments impacting services and programs for older adults and persons with disabilities.

o Describe trends and innovations in service delivery at the federal, state, and local levels.o Understand challenges and opportunities in financing and sustaining services.

A-4: Monday June 4, 1pm-2.15pm


Volunteer Caregiving: A National Movement Providing Helping Hands and Access to Healthcare

In 1984, the Robert Wood Johnson Foundation launched what has become a national movement, Volunteer Caregiving. Today, 650 programs are located throughout the United States, including the territories of Guam and Puerto Rico. Our volunteers give 2-4 hours per week in neighborly deeds, which includes transportation. Whether it’s a ride to the doctor, picking up groceries/medicine, paperwork, changing a lightbulb, frail seniors and people with disabilities benefit from a friendly visitor who lends a helping hand. Learn about this great community resource!

Tammy I. Glenn, National Volunteer Caregiving Network, Old Bridge, New Jersey

Background and qualifications of presenter(s) Tammy I. Glenn is the Acting Executive Director and Vice President for the National Volunteer Caregiving Network. While she serves as a volunteer in these roles, she also is the Executive Director for a local program, CAREGIVERS: Volunteers Assisting the Elderly serving more than 500 frail, homebound seniors in Ventura County, CA. She is recognized by Pacific Coast Business Times for Who’s Who in Healthcare and by Disabled Dealer Magazine for People Who Make A Difference.


o Identify the contact for the nearest volunteer caregiving program in their areao Understand the types of services available through Volunteer Caregivingo Make appropriate referrals to their local volunteer caregiving organization

A-5: Monday June 4, 2.45pm-4pm

Getting on Board: Reasonable Modification of Policy and Public Transportation

Do you handle calls requesting transportation? Join us for an interactive workshop that will introduce you to a core principal of the Americans with Disabilities Act (ADA) and Section 504 of the Rehabilitation Act of 1973 that is known as reasonable modification to policy and practice. This session will inform attendees on the requirement for public transportation providers (fixed route bus and ADA paratransit) on the process and requirements for effectively handing reasonable modification requests. A representative from Dallas Area Rapid Transit (DART) will provide his perspectives and experience in responding to reasonable modification of policy requests for the transit agency. A representative from Dallas Area Rapid Transit (DART) will provide a description of their process and examples of reasonable modification of policy requests.


Kenneth Thompson, National Aging and Disability Transportation Center (NADTC), Easter Seals, Washington, District of Columbia; Marcus Moore, Jr., Assistant Vice President of Civil Rights, Dallas Area Rapid Transit (DART), Dallas, Texas

Background and qualifications of presenter(s) Ken Thompson is currently the Training and Technical Assistance Specialist for the National Aging and Disability Transportation Center and Easterseals Transportation Group. He supports the NADTC by providing technical assistance, training and information to customers on a variety of issues including accessible transportation, the ADA, veterans’ issues, building partnerships, and service planning. He responds to customers seeking information on a variety of issues related to accessible transportation. His over twenty years’ experience working in human services includes managing a human service transportation system that followed a U.S. Navy stint working in aviation. He grew up in a career military family and attended military schools overseas. Ken holds a Masters in Public Affairs and B.A. from Hood College in Maryland. He has completed the ADA Coordinator’s Training Certification Program, University of Missouri College of Human Environmental Sciences and is a Certified Information & Referral Specialist.

Marcus Moore, Jr. is the Assistant Vice President of Civil Rights for Dallas Area Rapid Transit (DART).


o Define when and how a rider could request a reasonable modification of policy and gain information on the responsibilities of both riders and transit.

o Provide an overview for the submission process for a reasonable modification of policy request and typical practices.

o Offer insights for when rider could make requests for modifications before the transportation provider is expected to provide the modified service and contrast it with requests made by operating personnel, such as drivers, at the time of service.

o Describe, with specific examples, why denials of a reasonable modification of policy requests may occur.

o Explain the requirements for an effective appeals process. o Highlight the Dallas Area Rapid Transit reasonable modification process and discuss examples of

requests actual requests and outcomes. o Know the process to assist a caller with a reasonable modification of policy request.o Consider typical situations where riders may request a reasonable modification to policy.o Reflect on the responsibilities of both riders and transit for making a request.o Find information on the local requirements of transit providers for making reasonable

modification request and process that can be passed on to callers. o Understand the basics of the reasonable modification of policy appeals process and how callers

can work with their local providers.

A-6: Monday June 4, 2.45pm-4pm


Listening Between the Lines: Responding to Caregivers’ Needs

When a caregiver contacts you to learn about local services, it is critical to listen between the lines to hear who really needs help. Most often, support is needed for both care partners—the caregiver as well as the care receiver. The typical higher-hour caregiver (21 hours or more weekly) has been providing care for around 5 years and expects to continue care for another 5 years. What are the assessment tools, initiatives and services that can help caregivers in their journey? This interactive session will include useful resources that you can take back to your community to provide support to those who care for others.

Kate Kunk, CICOA Aging & In-Home Solutions, Indianapolis, Indiana; Patrice Earnest, National Association of Area Agencies on Aging (n4a), Washington, District of Columbia

Background and qualifications of presenter(s) Patrice Earnest joined the National Association of Area Agencies on Aging (n4a) in February 2016 as Director of the Eldercare Locator, an n4a-operated, person-centered call center funded by the Administration on Aging within the Administration for Community Living. Previously, Patrice served as the coordinator of education and resources at the Area Agency on Aging of the Atlanta Regional Commission in Georgia. She was with the Atlanta Regional Commission for 26 years prior to her retirement in 2015. Her primary responsibilities included coordinating the development, maintenance and quality assurance process for Georgia’s statewide aging and disability resources provider computerized database. Patrice is a graduate of Young Harris College and holds a BS in Clinical/Community Psychology from the University of Michigan–Flint, an MS in Urban Studies from Georgia State University and a Master’s Certificate in Gerontology. She is also a Certified Information & Referral Specialist in Aging/Disabilities, as well as a Certified Resource Specialist.

Kate Kunk, RN, CIRS-A/D, coaches family caregivers of individuals of all ages with a disability on behalf of CICOA Aging & In-Home Solutions, Indiana’s Area 8 Agency on Aging. Kate holds degrees in Nursing and Sociology, as well as certificates in Gerontology and Faith Community Nursing. In addition, she is a certified Caregiver Coach with the Rosalynn Carter Institute for Caregiving and is a Dementia Friendly Communities Trainer. Before joining CICOA, her advocacy and case management skills have taken her from homeless shelters in New York City’s Hell’s Kitchen and Virginia’s Roanoke Valley to a psychiatric clinic in Tennessee’s Great Smoky Mountains. Kate also worked extensively in the publishing industry, during which time she wrote and developed educational materials for McGraw-Hill and Pearson in the New York Metropolitan area. Facilitating improved quality of life for people of all ages is among Kate’s lifelong passions.


o Understand key issues and trends regarding the varying needs of family and friend caregivers;o Improve capacity to identify caregiver needs in I&R/A inquiries; ando Identify resources that can assist I&R/A specialists to serve family and friend caregivers


http://www.eldercare.gov/

A-7: Tuesday June 5, 8.45am-10am

When 9-1-1 Calls YOU: Partnering with Your Local Paramedics to Strengthen Evidence-Based Health Program Delivery and Impact Frequent Users of 9-1-1

The presentation will provide I&R Management, Specialists and Resource staff a forum to discuss and learn about issues related to aging populations and emergency services. When everyone calls 911, 911 may call YOU—about reaching individuals who fall and have ongoing health conditions! Coordinators of evidence-based health programs will share creative ways to increase participant enrollment in health education programs and further support communities with social service needs. Participants will also have an opportunity to ask questions of Area Agency on Aging and emergency service personnel.

Kelly Blair, Community Council/Dallas Area Agency on Aging, Dallas, Texas; Jessica Walker, Community Council/Dallas Area Agency on Aging, Dallas, Texas; Clinton Page, City of Dallas/Dallas Fire-Rescue Department, Dallas, Texas

Background and qualifications of presenter(s) Kelly Blair earned her master’s degree in public health with a concentration in behavior and community health. She currently serves as the evidence-based program manager for Community Council’s Dallas Area Agency on Aging where she is responsible for implementing programs serving older adults and adults with disabilities. Kelly is also a certified Master Trainer in Maine Health’s A Matter of Balance and the Self-Management Resource Center’s Diabetes & Chronic Disease Self-Management Programs.

Jessica Walker earned her bachelor’s in sociology and is pursuing graduate studies in human relations and business. She currently serves as business development program director for Community Council’s Dallas Area Agency on Aging. Jessica is responsible for sustaining programs through partnerships with healthcare provider networks, managed care organizations, and grant writing. She is also a certified Master Trainer in Maine Health’s A Matter of Balance and the Self-Management Resource Center’s Diabetes & Chronic Disease Self-Management Programs.

Clinton Page earned his bachelor’s degree in criminal justice. He partnered with Community Council during his time as the lieutenant and coordinator of the Dallas Fire-Rescue Mobile Community Healthcare Program, which offers assistance and resources to City of Dallas residents to minimize the need for 9-1-1 over-utilization. Clinton provides valuable expertise and knowledge of emergency services and their operations.



o After the presentation, participants will identify elements and goals of the Dallas Fire-Rescue Mobile Community Healthcare Program to share this example of service delivery to fire departments in their area

o After the presentation, the audience will identify at least 2 new health-related programs for adults, 3 ways to increase recruitment of participants in evidence-based health programs and 2 ways to impact community paramedics’ delivery of care to frequent users of 9-1-1 who have ongoing health conditions

o Participants will have an opportunity to ask questions about the presentation and partnerships between Area Agencies on Aging and local fire departments as related to evidence-based health programs and social services

A-8: Tuesday June 5, 8.45am-10am

Overcoming the Challenge of Connecting Consumers to Transportation

Too often older adults are unable to find transportation that meets their needs. In some cases, this is because transportation is inadequate, but in other cases, the reason is that older adults, people with disabilities and caregivers do not know who to contact in their community for transportation information. Increasingly, I&R programs are asked for answers to address transportation needs. If you are struggling to assist an increasing number of older adults and individuals with disabilities with finding transportation, are challenged to identify community transportation resources and/or you are not sure who in your community has transportation knowledge and can offer assistance, this session is for you. This interactive session will include information about transportation options, showcase programs that focus on helping connect older adults and people with disabilities to ride options and discuss how such programs interface with both I&R/A and transportation providers. The session will include a facilitated activity that will ultimately guide I&R/As and ADRCs to address challenging transportation ride request scenarios and to locate best options to meet a caller’s transportation need.

Patrice Earnest, National Association of Area Agencies on Aging (n4a); Washington, District of Columbia; Melissa Gray, National Association of Area Agencies on Aging (n4a); Washington, District of Columbia; Brittney Tree, Community Council/Dallas Area Agency on Aging, Dallas, Texas

Background and qualifications of presenter(s) Patrice Earnest joined the National Association of Area Agencies on Aging (n4a) in February 2016 as Director of the Eldercare Locator, an n4a-operated, person-centered call center funded by the Administration on Aging within the Administration for Community Living. Previously, Patrice served as the coordinator of education and resources at the Area Agency on Aging of the Atlanta Regional Commission in Georgia. Patrice is a graduate of Young Harris College and holds a BS in Clinical/Community Psychology from the University of Michigan–Flint, an MS in Urban Studies from Georgia State University and a Master’s Certificate in Gerontology. She is also a Certified Information & Referral Specialist in Aging/Disabilities, as well as a Certified Resource Specialist.


Melissa Gray joined the National Association of Area Agencies on Aging in January 2017. As Program Manager of the National Aging and Disability Transportation Center (NADTC), she serves as a resource on accessible community transportation addressing the needs of older adults and people with disabilities. She provides program management, communications, and programmatic support to the NADTC leadership team and to internal/external partners that are also working to promote accessible transportation options in their local communities. Melissa has more than 10 years’ experience in aging programs, all with the focus of enhancing the quality of life of older adults through designing programs and initiatives that promote an independent and inspiring lifestyle for seniors. Melissa holds a MS in Gerontology from Texas Tech University and BS in Communication Studies from the University of Texas at Austin.

Brittney Tree serves as the manager for My Ride Dallas, a program at Community Council and the Dallas Area Agency on Aging. Ms. Tree works to create a coordinated system of existing private, faith-based, volunteer driver and agency-based transportation services to minimize the impact of boundaries on the delivery of seamless transportation services for seniors and people with disabilities in Dallas County. Ms. Tree also endeavors to expand the current system to fill gaps in service.


o Describe how the National Aging and Disability Transportation Center (NADTC) and the Eldercare Locator offer information on transportation options and explain how the referral process works.

o Identify transportation modes and services that may be offered in a community setting such as public transit, taxi, veteran services, volunteer drivers, and Uber/Lyft programs and others.

o Use tools to assist customers with their transportation requests.o Expand and maintain quality transportation provider resource information in a database. o (First objective) Identify and coordinate with national and local transportation network sources

and develop a protocol to connect individuals to transportation resources in their communities.o (Second objective) Better understand the array of transportation options available and help

callers choose the best options to address their specific needs. o (Third objective) Expand and maintain quality transportation provider resource information in a

database.

A-9: Tuesday June 5, 10.30am-11.45am

Social Security Services for Seniors and People with Disabilities

Social Security touches the lives of millions of older Americans and people with disabilities. Our programs serve as a vital financial protection during times of hardship, transition, and uncertainty. As baby boomers age and an unprecedented number of Americans enter their most disability prone years, it is critical that SSA collaborate with Information and Referral organizations. Join us for an interactive


session about our key programs. We will show you how you can help others access some of our most requested services: Benefit Verification Letters, Medicare Replacement Cards, New Wage Reporting option for SSDI claimants, etc. In addition, the presenter will answer all your Social Security questions.

Rosalie Alviar, United States Social Security Administration, Dallas, Texas


o Acquire basic knowledge of Social Security programs and services o Improve referral services and cross-collaboration between Social Security and AIRS. o Demonstrate how to open a My Social Security account for easy access to many of Social

Security online services

A-10: Tuesday June 5, 2pm-3.15pm

Medicaid: Current Issues that Impact Aging and Disability

This session will discuss current and emerging issues in national Medicaid policy and programming. Topics discussed will include Medicaid 1115 waivers, including new policies around work requirements and non-emergency medical transportation; the expansion of managed long-term services and supports; implementation of electronic visit verification; and implementation of new requirements for the characteristics of home and community-based services. The session will highlight the key considerations and potential impacts of these issues on older adults and people with disabilities.

Damon Terzaghi, National Association of States United for Aging and Disabilities (NASUAD), Washington, District of Columbia

Background and qualifications of presenter(s) Damon Terzaghi is a Senior Director at NASUAD. In this role, he is responsible for leading NASUAD’s policy work, including analyzing federal and state legislation and regulations; providing technical assistance to state entities on Medicaid programmatic and policy issues; establishing the association’s priorities regarding the Older Americans Act and related programs; and researching national trends around long-term services and supports. Prior to joining NASUAD, Mr. Terzaghi served as Vice President for the Marwood Group LLC where he led the group’s Medicaid research practice. Mr. Terzaghi has served as a Health Insurance Specialist for the Centers for Medicare and Medicaid Services (CMS) where worked on Medicaid policy, including home and community-based services, behavioral health, eligibility, and managed care.


o Identify key issues and trends shaping national Medicaid policy;o Describe changes in Medicaid-funded service delivery systems; and


o Understand the impacts of new Medicaid policies and requirements on services for older adults and persons with disabilities.

A-11: Wednesday June 6, 9am-10.15am

Learning from our Peers: I&R/A Trends in Benefits Outreach and Assistance

The 2018 National Survey of Aging and Disability Information & Referral/Assistance Agencies surveyed I&R/A specialists about screening, assessment tools, application assistance, and promising practices for the Medicare Savings Programs and the Part D Low-Income Subsidy, the Supplemental Nutrition Assistance Program and energy assistance. This session will present the survey results, invite participants to share their benefits outreach tools, and discuss their experiences with screening and enrollment. We will also share samples from other agencies doing benefits outreach and enrollment, and solicit feedback on what products could be helpful to provide assistance in I&R/A benefits screening.

Brandy Bauer, National Council on Aging (NCOA), Arlington, Virginia; Samantha Gardner, National Association of States United for Aging and Disabilities (NASUAD), Washington, District of Columbia

Background and qualifications of presenter(s) Brandy Bauer is Associate Director of the Center for Benefits Access at the National Council on Aging (NCOA). For over eight years at NCOA, she has educated both aging network professionals and older adults about Medicare and public benefits. She also maintains the Center for Benefits clearinghouse of promising practices in benefits outreach and enrollment.

Samantha Gardner is a Policy and Communications Analyst at the National Association of States United for Aging and Disabilities. Her responsibilities include supporting senior staff with analysis of information and policies from state and territorial agencies on aging and disabilities. Mrs. Gardner is also involved in maintaining NASUAD’s websites and online communications, including the development of online training materials, facilitation of webinars, and writing and editing NASUAD’s weekly Friday Update newsletter.


o Identify national trends in I&R/A screening, application assistance, and referral for Medicare low-income subsidies, SNAP, and LIHEAP

o Identify promising practices among states providing outreach and enrollment for Medicare low-income subsidies, SNAP, and LIHEAP

o Understand the tools and resources offered through NCOA’s Center for Benefits Access and network of Benefits Enrollment Centers


A-12: Wednesday June 6, 10.30am-11.45am

Connecting Medicare Eligible Inmates to Benefits After Release

This workshop is designed for Aging and Disability Resource Professionals. The workshop will provide an overview of a typical scenario of an older adult or person with disability with Medicare when they attempt to obtain medications or obtain care when released from incarceration. Using real case scenarios, ADRCS will learn what they can do to assist individuals experiencing problems upon release. Developed materials from a NCOA funded pilot will be shared.

Patricia Richardson, State Unit on Aging, Hartford, Connecticut

Background and qualifications of presenter(s) Patricia Richardson is employed by the Connecticut State Unit on Aging and is responsible for the Aging and Disability Resource Centers, Information and Referral programs, the Congregate Housing Services Program through HUD, MIPPA ADRC grant and the VD-HCBS program in CT. She recently piloted a Benefits Enrollment Center in three prison sites in CT with funding from NCOA. She served as the SHIP Director for two years.

Workshop Objectives:After attending this workshop, participants will be able to:

o Understand the challenges for Medicare beneficiaries after incarcerationo Will have the tools to assist released prisoners with connection to federal benefits o Identify partners who can help with reaching this population

Cross-References to Other TracksIn addition to the sessions listed above, people interested in the Aging and Disabilities Track, may also want to check out:

o “Connecting Older Adult Veterans to Services” (C-7 in the Serving the Military Track)

o “Reducing Mental Health Stigma: Using Recovery Oriented Language” (E-5 in the I&R Service Delivery Track)

o “Recognizing and Assisting Inquirers Experiencing Family Violence and Elder Abuse” (E-6 in the I&R Service Delivery Track)

o “Confidence in Any Weather: Saying No and Managing Difficult Calls” (E-7 in the I&R Service Delivery Track)

o “The Ingenuity of the Small I&R” (F-7 in the I&R Management Track)


211 TRACKBrought to you by 211 US Steering Committee

The sessions on this track are geared towards issues distinct to the operation of 2-1-1 services. However, there are sessions here of interest to people working in other areas of I&R, plus there are sessions in other tracks relevant to 2-1-1 providers. Remember, anyone can attend any session and that everything in I&R and I&A is connected.

B-1: Monday June 4th, 10am-11.15am

Texting for 2-1-1s

This workshop will explore a variety of ways that 2-1-1s can leverage texting technology to not only send referral information to clients but enhance their programmatic offerings and partnerships through creative uses of outbound text technology, survey deployment, fundraising campaigns, and more. This will be a vendor agnostic texting and will engage participants in thinking creatively about opportunities available through texting regardless of text platform used. This workshop is best for I&R agency managers, directors, team leads, and those responsible for technology. Participants should bring laptops, tablets, and SMS enabled cell phones if possible to fully engage with content.

Larry Olness, Heart of Florida United Way, Orlando, Florida

Background and qualifications of presenter(s) Larry Olness is currently responsible for insuring a high quality of service within the Strategic Enterprises Department including identifying opportunities and developing strategies to generate revenue from its operations. He is active with a number of national initiatives including the National Text Platform which is currently being utilized by over 140 2-1-1’s and serves a population of over 200million including the multiple United Ways who have embraced its Community Impact and fundraising applications

Workshop ObjectivesAfter participating in this workshop, participants will be able to:

o Identify at least one new way to leveraging texting for their agencyo Communicate the opportunities available through texting beyond sending referral information


o Reference specific success stories from similar agencies in the 2-1-1 network

B-2: Monday June 4th, 1pm-2.15pm

Accountable Community Care Hubs, Powered by 2-1-1 (Part One)

This session will discuss and demonstrate how United Way of Jackson County leveraged existing and newly available 2-1-1 technology assets to collaborate with the department of health and human services through the State Innovation Model (SIM) process to create a common social determinants screening and assessment process, closed loop referral system, and inclusive community hub, all powered by 2-1-1. It is relevant to any and all 2-1-1s interested in pursuing public/private partnerships and integrating 2-1-1 assets with healthcare work to address social determinants of health.

Jennie Pollak, Michigan 211, Lansing, Michigan; Ken Toll, United Way of Jackson County, Jackson, Michigan; Bob Fike, RiverStar, Wheaton, Illinois

Background and qualifications of presenter(s)Jennie Pollak has worked in the field of Information and Referral for eleven years, working in many roles within 2-1-1; I&R Specialist, Resource Specialist and Center Manager. She is the Statewide Resource Database Director of Michigan 2-1-1, facilitating and engaging collective work in the Resource Database. Jennie holds a Master’s degree in Social Work, with a focus in Organization and Community Leadership. In addition to participating on many local and regional networks, Jennie serves in several capacities on the MI-AIRS Board, and is the Vice-Chair of the Accreditation Commission.

Bob Fike has over 40 years of experience in communications and technology. He provides the strategic vision and day-to-day operations management of the company. Bob is a well-respected leader and pioneer in software development and contact center solutions. Over the past 25 years, Bob has served as the top executive for organizations spanning IP Monitoring and Analysis, Wireless Fraud Control and specialty Object-Oriented Consulting. While leading mission critical efforts for Fortune 500 companies such as Bell Labs, AT&T, Ameritech and Bellcore, Bob focused on the integration of leading edge network and operations technologies. Bob’s educational background includes a PhD in Systems Engineering and a Masters in Mechanical Engineering from the University of Arizona. His bachelor’s degree in Mechanical Engineering was received from Carnegie Mellon University.

Ken Toll has nearly three decades experience in the nonprofit sector, leading the United Way of Jackson County since 2005. Ken helped develop and continues to serve on the management team of Central Michigan 2-1-1, has served on the Michigan 2-1-1 Board, and is now a member of the 2-1-1 National Operating Group. Ken holds a bachelors degree from Kalamazoo College, is a founder of three ambitious Collective Impact Networks in Jackson, and is especially interested in maximizing resources to create systems change.

Workshop Objectives


After attending this workshop, participants will be able to:o Explore opportunities for creating a standardized community assessment tool across multiple

dimensions, including community mental health, social services and electronic health records.o Identify opportunities to use their 2-1-1 resource database to assist navigators, clients, medical

professionals and others via filtering, mapping, etc.o Discuss implications and benefits of closed loop referral practices and community

accountabilities.o Begin community care hub conversations in their communities and better articulate the value

of 2-1-1 in those discussions and efforts.

B-3: Monday June 4th, 2.45pm-4pm

Accountable Community Care Hubs, Powered by 2-1-1 (Part Two)

This session will discuss and demonstrate how United Way of Jackson County leveraged existing and newly available 2-1-1 technology assets to collaborate with the department of health and human services through the State Innovation Model (SIM) process to create a common social determinants screening and assessment process, closed loop referral system, and inclusive community hub, all powered by 2-1-1. It is relevant to any and all 2-1-1s interested in pursuing public/private partnerships and integrating 2-1-1 assets with healthcare work to address social determinants of health.

Jennie Pollak, Michigan 211, Lansing, Michigan; Ken Toll, United Way of Jackson County, Jackson, Michigan; Bob Fike, RiverStar, Wheaton, Illinois

Background and qualifications of presenter(s)Jennie Pollak has worked in the field of Information and Referral for eleven years, working in many roles within 2-1-1; I&R Specialist, Resource Specialist and Center Manager. She is the Statewide Resource Database Director of Michigan 2-1-1, facilitating and engaging collective work in the Resource Database. Jennie holds a Master’s degree in Social Work, with a focus in Organization and Community Leadership. In addition to participating on many local and regional networks, Jennie serves in several capacities on the MI-AIRS Board, and is the Vice-Chair of the Accreditation Commission.

Bob Fike has over 40 years of experience in communications and technology. He provides the strategic vision and day-to-day operations management of the company. Bob is a well-respected leader and pioneer in software development and contact center solutions. Over the past 25 years, Bob has served as the top executive for organizations spanning IP Monitoring and Analysis, Wireless Fraud Control and specialty Object-Oriented Consulting. While leading mission critical efforts for Fortune 500 companies such as Bell Labs, AT&T, Ameritech and Bellcore, Bob focused on the integration of leading edge network and operations technologies. Bob’s educational background includes a PhD in Systems Engineering and a Masters in Mechanical Engineering from the University of Arizona. His bachelor’s degree in Mechanical Engineering was received from Carnegie Mellon University.


Ken Toll has nearly three decades experience in the nonprofit sector, leading the United Way of Jackson County since 2005. Ken helped develop and continues to serve on the management team of Central Michigan 2-1-1, has served on the Michigan 2-1-1 Board, and is now a member of the 2-1-1 National Operating Group. Ken holds a bachelors degree from Kalamazoo College, is a founder of three ambitious Collective Impact Networks in Jackson, and is especially interested in maximizing resources to create systems change.


o Explore opportunities for creating a standardized community assessment tool across multiple dimensions, including community mental health, social services and electronic health records.

o Identify opportunities to use their 2-1-1 resource database to assist navigators, clients, medical professionals and others via filtering, mapping, etc.

o Discuss implications and benefits of closed loop referral practices and community accountabilities.

o Begin community care hub conversations in their communities and better articulate the value of 2-1-1 in those discussions and efforts.

B-4: Tuesday June 5th, 8.45am-10am

CDC Flu on Call® Project: Lessons Learned and Broader Implications

This workshop will provide an overview of the Flu on Call® project that is engaging over 30 2-1-1s in 2018 and has been expanding steadily since its inception in 2014. The workshop will focus primarily on exploring the opportunities and benefits of forming public health partnerships for 2-1-1s, regardless of participation in Flu on Call®, and will discuss the lessons learned from Flu on Call® that can be applied to other cross-network initiatives. This session is appropriate for all members of the 2-1-1 network.

Dr. Anita Patel, Centers for Disease Control and Prevention (CDC), Atlanta, Georgia; Lisa Austin, Senior VP, Vigilant Watch Integration, Inc. and program manager for Flu on Call®, San Diego, California


o Identify at least one new way to partner with local or state public health departments in their communities

o Understand the structure, goals, and vision for the national Flu on Call® projecto Explore opportunities to serve as a triage or entrypoint to more programs and services in their

own communities

B-5: Tuesday June 5th, 10.30am-11.45am


Integrating 2-1-1 with United Way (Part One)

As United Ways across the country focus on increasing the positive impact they can have on communities, identifying new ways to attract donors, and advocate more effectively for policies that help people, there are more opportunities than ever to partner with, integrate, and leverage 2-1-1. Join this session to discuss creative solutions and learn from several network leaders who have successfully integrated their work with that of the United Way. Tanya Kahl, Info Line, Akron, Ohio; Rachel Krausman, United Way Worldwide, Alexandria, Virginia; Cheryl Graham, United Way of Howard County, Kokomo, Indiana

Workshop Objectiveso Work together to identify mutually beneficial opportunities to create impact and generate

revenueo Understand common communication challenges between United Ways and 2-1-1so Communicate the value of 2-1-1 in the context of United Way

B-6: Tuesday June 5th, 2pm-3.15pm

Integrating 2-1-1 with United Way (Part Two)

As United Ways across the country focus on increasing the positive impact they can have on communities, identifying new ways to attract donors, and advocate more effectively for policies that help people, there are more opportunities than ever to partner with, integrate, and leverage 2-1-1. Join this session to discuss creative solutions and learn from several network leaders who have successfully integrated their work with that of the United Way. Tanya Kahl, Info Line, Akron, Ohio; Rachel Krausman, United Way Worldwide, Alexandria, Virginia; Cheryl Graham, United Way of Howard County, Kokomo, Indiana

Workshop Objectiveso Work together to identify mutually beneficial opportunities to create impact and generate

revenueo Understand common communication challenges between United Ways and 2-1-1so Communicate the value of 2-1-1 in the context of United Way

B-7: Wednesday June 6th, 9am-10.15am


Collaborating with United Way 2-1-1 of Greater Atlanta to Adapt a Home Food Environment Intervention for Telephone-Based Delivery: Results from a Pilot Study

Healthy Homes/Healthy Families is a home food environment intervention designed to promote healthy eating and prevent weight gain. We collaborated with United Way 2-1-1 of Greater Atlanta and a Georgia-based Steering Committee to adapt the intervention for telephone-based delivery. This workshop will guide the audience through the process of adapting this intervention for your clients, our pilot study methods and results, and recommendations for intervention refinement. This information is most relevant for I&R call center managers and staff interested in delivery of public health interventions.

Lucja Bundy, Emory Prevention Research Center, Atlanta, Georgia

Background and qualifications of presenter(s) Lucja Bundy, MA, EdM is a Deputy Director of Operations and a Sr. Research Specialist with the Emory Prevention Research Center in the Department of Behavioral Sciences and Health Education at the Emory University Rollins School of Public Health. Ms. Bundy received formal training in Psychological Counseling from Teachers College, Columbia University and has over 15 years of project management experience. Currently, she also serves as project lead for the Emory Prevention Research Center's Smoke-Free Homes and Healthy Homes/Healthy Families projects. She has worked with 2-1-1’s over the last 7 years and has presented project results in prior AIRS Conference Workshops.


o Identify ways to work with University partners to adapt public health interventions for your clients

o Demonstrate knowledge in the intervention adaptation process and how to make programs relevant to clients

o Establish ways to collaborate with a Steering Committee in your local communities to advance service provided to clients

B-8: Wednesday June 6th, 10.30am-11.45am

Violent Extremism: How 2-1-1s Can Help to Prevent Ideologically-Motivated Violence

Who would be the first to notice, and able to intervene, with individuals considering acts of violent extremism? Research has found that those best positioned to intervene with individuals considering acts of violent extremism might be those individuals’ friends, family members, and mentors. This session discusses results from a Department of Homeland Security .funded research project , conducted in partnership with Atlanta and Orlando, regarding the development of protocols to empower 2-1-1’s to provide communities with a convenient, readily accessible, confidential means to


intervene in circumstances in which a member of the public is concerned that peers/loved ones might be on a path toward engaging in, or otherwise supporting, ideologically-motivated violence.

Michael J. Williams, PHD, Georgia State University, Atlanta, Georgia; Larry Olness, Heart of Florida United Way, Orlando, Florida

Background and qualifications of presenter(s) Michael J. Williams, PhD (Interdisciplinary Social Psychology) is a project director with Georgia State University. He has co-led evaluations of two programs designed to counter violent extremism: one in collaboration with the LAPD, and one funded by the National Institute of Justice (to evaluate the “Montgomery County Model” of metro Washington, D.C.). A former Senior Advisor to the U.S. Department of Homeland Security (DHS), his research focuses on the design and evaluation of programs intended to counter violent extremism. Dr. Williams’s background includes training, led by the American Evaluation Association, on sustainability evaluation, evaluating coalitions, systems evaluation, and developmental evaluation. Additionally, he received advanced training, led by the American Psychological Association, on research methods with diverse racial and ethnic groups. In addition to DHS, Dr. Williams has consulted with White House staff, the U.S. Attorneys’ Office, the Australian Attorney-General’s Department, the Royal Canadian Mounted Police, and Public Safety Canada regarding design and evaluation of both local and national CVE frameworks. He serves on the editorial board of the journal Dynamics of Asymmetric Conflict, and his own publications include “A utilization-focused guide for conducting terrorism risk reduction program evaluations,” and “A social psychological critique of the Saudi terrorism risk reduction initiative.” His forthcoming publications include the technical chapters of the “Compendium of good practices and lessons learned in evaluating the effectiveness of CVE programming,” produced by Public Safety Canada and the United Nation’s Global Counter Terrorism Forum.

Larry Olness is currently responsible for insuring a high quality of service within the Strategic Enterprises Department including identifying opportunities and developing strategies to generate revenue from its operations He is active with a number of national initiatives including the National Text Platform which is currently being utilized by over 140 2-1-1’s and serves a population of over 200million including the multiple United Ways who have embraced its Community Impact and fund raising applications

Workshop ObjectivesAfter attending this workshop, participants will be able to:o Understand who “gatekeepers” are with respect to early intervention in the context of preventing violent extremism/ideologically-motivated violence/terrorism.o Understand factors preventing those gatekeepers from reaching out for information and referrals that could be used to intervene with peers/loved who might be on a path toward engaging in, or otherwise supporting, ideologically-motivated violence.o Understand how 2-1-1’s can empower such gatekeepers to shepherd their peers/loved ones away from ideologically-motivated violence.o Have a glimpse at evidence-based protocols proposed for 2-1-1/United Way to empower communities with a convenient, readily accessible, confidential means to intervene in circumstances in


which a member of the public is concerned that their peers/loved ones might be on a path toward engaging in, or otherwise supporting, ideologically-motivated violence.

Cross-References to Other TracksIn addition to the sessions listed above, people interested in the 2-1-1 Track, may also want to check out:

o “Creative Text Messaging During Disaster and Recovery” (D-2 and D-3 in the Disaster Track)

o “Public Information Approaches in a Disaster” (D-4 in the Disaster Track)o “A Coordinated Approach to Disaster Case Management – Creating a Plug and

Play Response for Future Disaster Events” (D-6 in the Disaster Track)o “I&R’s Response to the Opioid Epidemic Panel Discussion” (E-3 in the I&R Service

Delivery Track)o “Let’s Talk about Outreach Roundtable Discussion” (E-4 in the I&R Service

Delivery Track)o “I&R role in Re-entry and Reunification” (E-10 in the I&R Service Delivery Track)o “Creating a Management Flow Chart for Continuous AIRS Standards Compliance”

(F-1 in the I&R Management Track)o “Demystifying Service Level – How It’s Set, How It’s Met” (F-3 in the I&R

Management Track)o “The Texas Competitive Electric Market, Electric Providers and Non-Profit

Partnerships” (F-6 in the I&R Management Track)o “The Ingenuity of the Small I&R” (F-7 in the I&R Management Track)o “Introduction to API's (ABC's of API's)” (G-2 in the Technology Track) o “How to Increase Traffic to your Website? A Complete Guide for Non-Technical

People” (G-3 in the Technology Track)o “Let it Flow: How Resource Data Can Go Wherever People Want to Use It —

Reliably and Sustainably” (G-4 and G-5 in the Technology Track)o “Connecting the Dots: The Community Information Exchange” (J-3 and J-4 in the

For Everyone Track)o “Human Trafficking: How to Spot It, Stop It and Find Recovery Resources” (J-5 in

the For Everyone Track)o “Tweet Your Way to Success: Maximizing Twitter and other Social Media

Platforms” (J-8 in the For Everyone Track)


SERVING THE MILITARY TRACK

The sessions on this track are geared towards issues distinct to providing I&R services to the broad military community (including families, veterans and reservists). However, there are sessions here of interest to people working in other areas of I&R, plus there are sessions in other tracks relevant to military I&R providers. Remember, anyone can attend any session and that everything in I&R and I&A is connected.

C-1: Monday June 4th, 10am-11.15am

You’ve Served Us, Now Let Us Serve You: Understanding Military Culture to Deliver World-Class Service for Veterans

With more than 18 million veterans across the United States, increasing your knowledge of military culture will help you better understand and support the needs of your Veterans. This session is designed for frontline I&R staff across all skill levels who provide programs and services to veterans. Participants will learn about the complexities of military life, the challenges of reintegration, and some tools and tips to provide world-class service to this population.

Connie Melendez, MCCS Marine & Family Programs-Resources, Okinawa, Japan; Joe Cassidy, MCCS Marine & Family Programs-Resources, Okinawa, Japan

Background and qualifications of presenter(s) Connie Melendez is the Lead Information and Referral Specialist for Marine Corps Community Services (MCCS) Personal & Professional Development-Resources. She has worked in the customer service sector for over 10 years and in the Information and Referral field for a little over 3 years. In her current role, her job responsibilities include, but not limited to, identifying and delivering on-the-job training for newly hired and current employees. Mrs. Melendez provides comprehensive Information and Referral, education, and non-clinical consultations for Service Members and their families, as well as the retired community that resides in Okinawa, Japan. In addition, Mrs. Melendez monitors a network of military and civilian service providers and resources to facilitate referral services for the military community aboard Okinawa.

Joe Cassidy serves as the Family Programs & Resources Manager for Marine Corps Community Services (MCCS) Personal & Professional Development-Resources. He retired from the U. S. Navy in 2004, after serving almost 32 years of active service. After retiring, he started working for MCCS Marine & Family Programs in 2004 and has either worked in or managed the MCCS Okinawa Information & Referral Program since then. He is also responsible for managing the Personal Financial Management,


Relocation Services and Intercultural Adaptation programs, as part of his duties and responsibilities. He also oversees daily operations in these program areas at five MCCS Marine & family Program facilities on Marine Corps installations on Okinawa and supervises 14 staff members.

Workshop ObjectivesAfter attending this workshop, participants will be able to:o Recognize the unique characteristics that exist within military culture.o Understand how military culture contributes to how veterans view themselves and react to life circumstances, including seeking out programs and services that meet their needs.o Use their improved communication skills to deliver world-class service to the veteran community.

C-2: Monday June 4th, 1pm-2.15pm

Army Installation Management Command (IMCOM): Enhancing Soldier and Family Readiness by Building Relationships “Outside the Gate”

Building relationships between communities and Army installations is now more important than ever as our Army seeks to focus every available resource on readiness. An engaged public understands the Army’s mission and challenges, likewise, informed Army employees understand the local resources and support available. Together we can concentrate our support efforts based on mutual goals. We will briefly cover how Army Soldier and Family Support does business, including our connection to the Army National Guard and US Army Reserve. We will also discuss how organizations “outside the gate” can best navigate the often-challenging process of gaining installation access and locating the correct agencies to ensure the best support is available to our Soldiers and Families. This workshop is targeted to those interested in understanding how the Army works in the area of Soldier and Family support. The goal of the workshop is to develop relationships between Army installations/facilities and local communities to create ways for both entities to collaborate.

Donna Engeman, US Army Installation Management Command (IMCOM), Joint Base San Antonio, Fort Sam Houston, Texas

Background and qualifications of presenter(s) Donna Engeman is the Employment and Relocation Readiness Program Manager for US Army Installation Management Command’s Army Community Service (ACS). She is also responsible for the ACS Information and Referral program. Army ACS centers provide readiness support and services to Soldiers and Families located on 32 installations throughout the United States, Europe and the Pacific. Mrs. Engeman has served the Army in many capacities, including an Army Civilian Employee for over 20 years, an Active Duty Soldier, Army spouse and mother.



o Explain the importance of Army “Readiness” o Identify the Army agencies to connect with in order to share information and build relationships built on mutual service and supporto Recognize the basic Army structure and its components: Active Army, Army National Guard and US Army Reserve

C-3: Monday June 4th, 2.45pm-4pm

Justice Involved Veterans

Justice involved Veterans have become a flash point in the Criminal Justice System. Our veterans total less than 7% of the population of the US yet encompass about 10% of the prison and jail population in the US. There are more than 325 Veterans Treatment Courts and dozens of Veterans Inmate Groups in prisons around the country. Learn more about what you can do to assist justice involved veterans and their families and how being an informed community, you can effect change.

Erin McGann, Texas Veterans Commission, Austin, Texas; Tish McCullough, Texas Veterans Commission, Austin, Texas

Background and qualifications of presenter(s) Erin McGann is the Justice Involved Coordinator for the Veterans Mental Health Program at Texas Veterans Commission. Erin has worked in the Criminal Justice System for over 12 years and is a member of the Justice Involved Veterans National Group through the National Institute of Corrections. Erin is a daughter of Korean War Marine Veteran.

Tish McCullough is the Manager for the Veterans Mental Health Program at Texas Veterans Commission. Tish served in the Army for 20 years and is an Iraqi combat Veteran.


o Identify points in Sequential Intercept Modelo Define PTSD, TBI MST and Moral Injuryo Understand what is traumatic in the militaryo Identify the effects of military and CJ system on the Veterans Familyo Identify appropriate resources for the Veteran and their Family

C-4: Tuesday June 5th, 8.45am-10am

Navigating Through the Sea of Veteran Resources


Support resources for the veteran community can be a stormy sea. Learn how to navigate through the storm with two experienced military resource providers with experience from the Army and Marine Corps. We will navigate Military Installations, Defense Enrollment Eligibility Reporting System and the value of networking outside of your comfort zone. Join us for a panel discussion and we will steer a course for veteran resource support.

Mark Munger, HQMC Marine for Life Network, Camp Lejeune, North Carolina; Cornelius Blackshear, United Way of Greater Houston, Houston, Texas

Background and qualifications of presenter(s) Mark Munger is the Southeast Regional Network Coordinator for the Marine for Life Network. Providing connections to opportunities for transitioning Marines, veterans and their families is not only a goal of the Marine for Life Network, but a personal mission. Mark serves on the NC AIRS board and the Coastal Carolina Community Veterans Engagement Group.

Cornelius Blackshear leads the Military and Veterans Services program for the United Way of Greater Houston. This outreach program is an extension of the 2-1-1 Texas/United Way HELPLINE wherein United Way serves as a collaboration hub for leaders and organizations working together to meet the needs of veterans, service members and their families. Impressively, the 2-1-1 Texas/United Way HELPLINE sets the gold standard nationwide as a resource for callers in need of assistance in finding resources for local veterans and military families. Cornelius and his team have developed a number of programs through relationships with various government and local non-profit organizations, including Veteran's Administration, City of Houston Office of Veteran Affairs, Texas Veteran's Commission, Lone Star Veterans Association and Wounded Warrior Project. In addition, Cornelius oversees United Way's work helping Gulf Coast communities, across 13 counties, develop strategies for improving military outreach and veteran reintegration. Outside of his work with United Way, Cornelius serves on the Advisory Board for Honor Flights Houston and the Veteran Affairs Advisory Board for Houston Community College, helping the college system connect and better meet the needs of transitioning veterans in the Houston area.

Workshop ObjectivesAfter attending this workshop, participants will be able to:o Navigate Military Installation Resourceso Locate DEERS (Defense Enrollment Eligibility Reporting System) siteso Communicate value of networking outside of usual circleo Better understand relating available I&R community resources with veteran population.o Expand knowledge of available resources for active duty service members.o Provide overview of expanding resources for veterans.

C-5: Tuesday June 5th, 10.30am-11.45am


Welcome to VA: Improving the Veterans Experience

The Department of Veterans Affairs, Veterans Experience Office will share information on how we support improving the veterans experience across the three administrations of health, benefits, and memorial affairs. VA will share information on mission, welcome kits and referrals, online resources, facility locator, surveys, enabling Veterans to stay at home for care (Choose Home initiative), community efforts, community Veterans engagement boards, and VA/White House 24/7 hotline.

Jim Wartski, Dept Veterans Affairs, Washington, District of Columbia; Chris Olson, Dept Veterans Affairs, Phoenix, Arizona

Background and qualifications of presenter(s) Jim Wartski serves as the Chief for the Community Engagement Directorate of the Veterans Experience Office with the Department of Veterans Affairs. He leads his team in fostering relationships with Community Veterans Engagement Boards (CVEB’s), setting the standards for delivering excellent customer experience to veterans, their families and survivors, and finally, incorporating means to measure success in both training programs and market surveys. He also supervises the Federal Advisory Team, who in partnership with various Federal Advisory Committees throughout the nation, advocates for improved services and support for Veterans and their family members.

Chris Olson serves as the Executive Officer in charge for the Community Engagement Directorate of the Veterans Experience Office with the Department of Veterans Affairs. He leads a dynamic team of individuals who are engaged in local communities, state activities and with our Federal partners throughout the United States and U.S. Territories. These efforts allow for the Administrations to hear the true voice of the Veteran while also serving as a conduit of information from the VA back to the community greatly enhancing VA’s abilities to improve upon the Veterans Experience in obtaining healthcare, benefits, and services.

Workshop Objectives After attending this workshop, participants will be able to:

o Refer Veterans, families, survivors, and caregivers to VA for health, benefits, and memorial services

o Understand VA’s mission and initiatives to support increased access

C-6: Tuesday June 5th, 2pm-3.15pm

Military OneSource “Tour in a Box”

Join this session for a special virtual tour of Military OneSource, the Department of Defense’s 24/7 call center and website that provides information, answers and support on every aspect of military life. Military OneSource “Tour in a Box” gives service providers the chance to meet the call center team and discover how the military community can access Military OneSource’s high-tech and high-touch


support to help individuals manage stress, strengthen relationships, support children and youth, health and wellness goals, and more.

Erika Slaton, Office of the Deputy Assistant Secretary of Defense for Military Community and Family Policy, Alexandria, Virginia

Background and qualifications of presenter(s) Erika R. Slaton serves as program analyst for the Non-medical Counseling Program directorate within the Office of the Deputy Assistant Secretary of Defense for Military Community and Family Policy. She leads the Administration and Communications team for the Military OneSource and Military and Family Life Counseling programs where she is responsible for execution and oversight of program communications and outreach activities. Ms. Slaton has worked with the military community for 10 years. Prior to joining the Office of the Secretary of Defense, she worked as family program communication specialist at the National Guard Bureau and family readiness officer for U.S. Marine Corps Forces Reserve and Wounded Warrior Regiment. In each capacity, she developed and implemented plans to equip service members and their families with timely information and resources to enhance their readiness and resilience. Ms. Slaton also brings a wealth of knowledge on the challenges of military life as the spouse of a retired Marine for over 20 years.


o Discover the breadth of the Military OneSource Programo Identify call center and state-based points of contacto Be able to access Military OneSource website resources

C-7: Wednesday June 6th, 9am-10.15am

Connecting Older Adult Veterans to Services

This workshop will provide an overview of services and supports that are available to older adult Veterans by using Connecticut’s network as an example. It will provide an overview of community services for older adults 60 years of age or older through Older American Act funds, Respite Care Services, State Health Insurance Programs, and senior centers. It will suggest ways you can collaborate with networks in your community to identify and connect Veterans in your state to services in and out of the VA system.

Patricia Richardson, State Unit on Aging, Hartford, Connecticut

Background and qualifications of presenter(s) Patricia Richardson is employed by the Connecticut State Unit on Aging and is responsible for the Aging and Disability Resource Centers, Information and Referral programs, the Congregate Housing


Services Program through HUD, MIPPA ADRC grant and the VD-HCBS program in CT. She previously served as the SHIP Director for CT.


o Identify community organizations who offer I&R/A that may be possible partnerso Will identify the range of services funded by the Older Americans Act & other funding sourceso Expand their outreach to include older adult and disability networks

C-8: Wednesday June 6th, 10.30am-11.45am

On Time, On Target – Working with Veteran Peers

This session is relevant to anyone working with veterans and Veteran Peers. This workshop will address cultural linguistics as it pertains to veterans. Additionally, this session will address how Veteran Peers can use their own experiences to empower other veterans who may be unsure about reaching out for help. The presenters will discuss encouraging veterans to engage in follow up and care coordination for access to more in-depth mental health and supportive services.

Manuel Guevara, Crisis Center of Tampa Bay, Tampa, Florida; Liza Cruz Cepeda, Crisis Center of Tampa Bay, Tampa, Florida

Background and qualifications of presenter(s)Liza Cruz Cepeda is the Program Manager for Gateway Services (2-1-1) at the Crisis Center of Tampa Bay. The Gateway Contact Center is available 24/7 365 to provide confidential short-term crisis intervention and information and referral to our community. Liza has been with the Crisis Center nearly 5 years and during this time she has been able to experience the difference the Crisis Center’s Gateway Services (2-1-1) makes in our community.

Manuel Guevara Ruiz is the Program Coordinator for Mission United at the Crisis Center of Tampa Bay. Manny is a combat veteran from the OIF/OEF I&II. In 2013, Manny started as an Intervention Specialist – Veteran Specific with the Crisis Center of Tampa Bay. Currently, Manny oversees Mission United, a veteran specific care coordination program.


o Identify key words to connect with veterans o Empower Veteran Peers to tell their storyo Encourage veterans to engage in follow-up process for supportive and mental health services


DISASTER TRACKThe sessions on this track are geared towards issues distinct to the role of I&R in disasters. However, there are sessions here of interest to people working in other areas of I&R, plus there are sessions in other tracks relevant to disaster-related issues. Remember, anyone can attend any session and that everything in I&R and I&A is connected.

D-1: Monday June 4th, 10am-11.15am

How Hurricane Harvey Two-Stepped Across 2-1-1 Texas Regions

Workshop will provide overview of how Hurricane Harvey affected multiple service regions in the United Way of Great Houston ranging from coastal residents evacuating from the storm, direct landfall in Rockport, Texas to historic flooding in the Houston-Harris county area which impacted 2-1-1 service center. 2-1-1 caller needs quickly changed from evacuation route information, to search and rescue request to managing self-deployed volunteers for flood rescue response. This session will demonstrate different ways a local disaster affecting several counties as a widespread state event response.

Vicki Mize, United Way of Greater Houston, Fort Worth, Texas; Janna Shoe, United Way of Greater Houston, Corpus Christi, Texas; Stephanie Wright, United Way of Greater Houston, Houston, Texas

Background and qualifications of presenter(s) Vicki Mize has been in the I&R profession for over 34 years. She is a licensed social worker and a Certified Information and Referral Specialist. She is currently employed with United Way of Greater Houston as the Outreach & Disaster Coordinator for 2-1-1 Texas/United Way HELPLINE serving an 8-county region of North Central Texas. Current responsibilities include forming and maintaining cooperative community relationships, professional networking, 2-1-1 service promotion and resource program identification for the regional 2-1-1 database. Vicki currently serves as President of the Alliance of Information and Referral Systems (AIRS) Board of Directors and held past positions on the Texas Alliance of Information & Referral Services (TAIRS) Board of Directors. In addition, she serves on Fort Worth Safe Communities Advisory Board, ADRC Steering Committee, Infant Health Network Collective Impact Collaborative, Volunteer Organizations Active in Disaster (VOAD) and various other committees.

Janna Shoe is the Coastal Bend Outreach & Disaster Coordinator for 2-1-1 Texas/United Way HELPLINE program at United Way of Greater Houston since 2007. She provides outreach and education about 2-1-1 Texas in the Coastal Bend region serving Corpus Christi and eleven rural counties. She is a licensed social worker and Certified Information & Referral Specialist. Janna currently serves as President of the Texas Alliance of Information and Referral Systems (TAIRS) Board of Directors. In addition, she has served as Co-Chair for the Alliance of Information & Referral Systems (AIRS) Disaster Committee, past President of Volunteer Organizations Active in Disaster (VOAD), founding board member of Coastal Bend Disaster Recovery Group and chairperson of Case Management Committee for Hurricane Harvey


long term recovery. In addition, Janna serves on ADRC Steering Committee, Success by 6 coalition and various other committees. Other areas of expertise include national I&R program certification, call center management, disaster response/emergency management services, and collaborative community based coalitions.

Stephanie Wright is the Gulf Coast Outreach & Disaster Coordinator for 2-1-1 Texas/United Way HELPLINE at the United Way of Greater Houston since 2016. In her thirteen-county region, she works to help educate service providers and residents about 2-1-1. Stephanie has a Bachelor of Arts in Political Science from the SUNY University at Buffalo and has over five years of experience in Emergency Management. Current responsibilities include forming and maintaining cooperative community relationships, professional networking, 2-1-1 service promotion and resource program identification for the regional 2-1-1 database. Additionally, Stephanie helps facilitate the Harris County Long Term Recovery Committee.

After attending this workshop, participants will be able to: Demonstrate 2-1-1 system’s capability of supporting multiple regions in times of disaster:

o Handling calls for other centers directly impacted by the disastero Tracking caller needs and unmet needso Disaster database maintenance throughout the disaster

Identify disaster resources unique to community or region Understand long term recovery success and challenges in various regions

D-2: Monday June 4th, 1pm-2.15pm

Creative Text Messaging During Disaster and Recovery (Part One) A course for I&R/2-1-1 call center management and staff responsible for the planning and design of text messaging campaigns. Tips for preparing the call center for a text response before disaster hits. Group exercises on using text messaging to respond to the community during an active disaster using automatic responses, push-texting, and live 2-way-text response. How to keep control of call volume by diverting callers to text using social media, push-texts, and IVR messaging. Examples of using texting and the I&R/2-1-1 website to get out disaster recovery information after the active disaster phase. Kelly Brown, Interface Children & Family Services/ 2-1-1 Ventura County, Camarillo, California Background and qualifications of presenter(s)Kelly Brown is the Director of 2-1-1 Ventura County. The CA call center handles 18 counties of the state, including Ventura and Santa Barbara counties that just experienced the Thomas Fire and resulting Montecito Mudslides. Text messaging played an integral part in the call-centers ability to respond to nearly 20k requests for information in less than 2 months. Workshop Objectives After attending this workshop, participants will be able to:


o Provide examples and templates of disaster text campaigns and website design for disaster response preparation.o Explain the difference between push-texting, automatic responses, and live 2-way-text responses.o Demonstrate how to divert calls to text and web during an active disaster, and how to drive calls to text and web for recovery.o Respond to example disasters as a group using push-texting, automatic responses, live 2-way-text responses, and website using skills learned.o Design disaster text campaignso Format a disaster website pageo Explain the difference between automatic responses, push-texts, & 2-way-texto Respond to disaster using text and web

D-3: Monday June 4th, 2.45pm-4pm

Creative Text Messaging During Disaster and Recovery (Part Two) A course for I&R/2-1-1 call center management and staff responsible for the planning and design of text messaging campaigns. Tips for preparing the call center for a text response before disaster hits. Group exercises on using text messaging to respond to the community during an active disaster using automatic responses, push-texting, and live 2-way-text response. How to keep control of call volume by diverting callers to text using social media, push-texts, and IVR messaging. Examples of using texting and the I&R/2-1-1 website to get out disaster recovery information after the active disaster phase. Kelly Brown, Interface Children & Family Services/ 2-1-1 Ventura County, Camarillo, California Background and qualifications of presenter(s)Kelly Brown is the Director of 2-1-1 Ventura County. The CA call center handles 18 counties of the state, including Ventura and Santa Barbara counties that just experienced the Thomas Fire and resulting Montecito Mudslides. Text messaging played an integral part in the call-centers ability to respond to nearly 20k requests for information in less than 2 months. Workshop Objectives After attending this workshop, participants will be able to: o Provide examples and templates of disaster text campaigns and website design for disaster response preparation.o Explain the difference between push-texting, automatic responses, and live 2-way-text responses.o Demonstrate how to divert calls to text and web during an active disaster, and how to drive calls to text and web for recovery.o Respond to example disasters as a group using push-texting, automatic responses, live 2-way-text responses, and website using skills learned.o Design disaster text campaignso Format a disaster website page


o Explain the difference between automatic responses, push-texts, & 2-way-texto Respond to disaster using text and web

D-4: Tuesday June 5th, 8.45am-10am

Public Information Approaches in a Disaster

During any disaster, providing time-sensitive information to the public in a quick and efficient manner is a shared goal among I&R and crisis centers. In this workshop, explore the various ways that the 2-1-1 Connecticut team creatively managed information across various platforms during Hurricanes Irma and Maria, in support of other centers in the 2-1-1 network and also their own contact center staff and hurricane evacuees who arrived in CT. Discuss new approaches on how to communicate, display, organize and share information during times of disaster to ensure critical updates and changes are both accessible and easy to navigate. This session is relevant to any I&R charged with public information dissemination during a disaster.

Alana Kroeber, United Way of Connecticut/2-1-1, Rocky Hill, Connecticut; Jeanette Baker, United Way of Connecticut/2-1-1, Rocky Hill, Connecticut

Background and qualifications of presenter(s) Alana Kroeber is the Director of Information Services at the United Way of CT/2-1-1. Alana is the business lead for the 2-1-1 Search Engine and other data projects and her team is responsible for maintaining the 2-1-1 CT resource database. Alana has been at 2-1-1 CT for 13 years and was formerly the quality assurance manager for the 2-1-1 CT Call Center.

Jeanette Baker is the marketing coordinator at United Way of Connecticut. She is responsible for developing and implementing marketing campaigns including social media sites as well as helping develop and maintain websites. Jeanette has been at United Way of Connecticut for over 20 years.


o Identify both traditional and new ways to share important information and resources with the public

o Articulate relevant use cases for each public information approacho List steps their own centers can take now to be better prepared to work with the larger 2-1-1

network during the next large-scale disaster

D-5: Tuesday June 5th, 10.30am-11.45am


Strength After: The Power & Purpose of Sharing Stories of Strength & Hope after Disasters

Strength After is a project of the national Disaster Distress Helpline, a program of SAMHSA administered by Mental Health Association of New York City (MHA-NYC). Strength After provides a platform (strengthafterdisaster.org) for disaster survivors & responders, across all disaster types, to share & view videos + written stories of strength & hope during recovery. This workshop, open to conference attendees from any size center/level of service provision, will provide an overview of how participants can use Strength After as a resource referral & as a training tool in helping staff understand the impact disasters have on the individuals, families, and communities they serve.

Christian Burgess, MHA-NYC, Director, Disaster Distress Helpline (DDH), Fairview, Oregon; Lidija Hurni, MHA-NYC, Coordinator, Best Practices in Disaster Mental Health, Fort Wayne, Indiana; Frances Gonzalez, MHA-NYC, Director of Communications, New York, New York

Background and qualifications of presenter(s) Christian Burgess, MSW, is Director of the Disaster Distress Helpline (DDH) for the Mental Health Association of New York City (MHA-NYC), overseeing all aspects of the DDH, a program of SAMHSA that provides 24/7 crisis counseling & emotional support for anyone in the U.S./territories struggling with distress or other mental health concerns related to natural or human-caused disasters. Christian serves on the National VOAD Emotional and Spiritual Care Committee (ESCC), co-chaired the NYC VOAD ESCC from 2013-2014, and launched the Oregon VOAD Emotional & Spiritual Care Committee in June 2017. Prior to L2HS, Christian worked for 10 years in youth violence prevention & trauma intervention, including as Director of School Programs at Safe Horizon, one of the nation's largest service providers for victims of crime & abuse.

Lidija Hurni, M.S.Ed., LMFT, is the Coordinator for Best Practices in Disaster Mental Health for the Mental Health Association of New York City (MHA-NYC) and is responsible for leading efforts to define and expand program knowledge and expertise related to disaster mental health issues. As coordinator, she ensures national Disaster Distress Helpline (DDH)-networked centers are provided with training and educational information that will support appropriate, quality services to target populations and high risk groups within disaster-affected areas. Lidija holds a Master’s degree in Counseling and is a Licensed Marriage and Family Therapist, with a clinical focus on childhood trauma and couples counseling. She formerly served as a Clinical Director for the Counselor Education Program at Indiana University-Purdue University Fort Wayne.

Frances Gonzalez develops marketing, communications, and public relations strategy as the Director of Communications for MHA-NYC and its programs, including the Disaster Distress Helpline and the National Suicide Prevention Lifeline. Her varied experience in media and communications ranges from luxury sales and television production, to the government agency New York City 311, and the international Clinton Foundation.



o Understand the value of survivors & responders sharing, reading, and viewing stories of strength & hope following natural & human-caused disasters

o Identify ways they can use the ‘Strength After’ website as an I&R resource for individuals & families impacted by natural or human-caused disasters

o Incorporate Strength After and other resources related to narrative therapy (storytelling) & peer-to-peer support into their toolkit of staff training resources.

D-6: Tuesday June 5th, 2pm-3.15pm

A Coordinated Approach to Disaster Case Management – Creating a Plug and Play Response for Future Disaster Events

This session is relevant to anyone who responds to disaster events. This presentation will offer an overview of the State of Connecticut’s Disaster Case Management process. In partnership, 211 Connecticut, FEMA, Salvation Army, Red Cross, Catholic Charities, State Department of Social Services/local Community Action Agencies and our State Department of Emergency Management and Homeland Security have developed a coordinated system to ensure that after a disaster, victims can access the intensive support they need to help rebuild their lives. The session will include panel discussion with DCM partner agency representatives and an opportunity for audience participation in the discussion. Topics to include a focus on areas ripe for replication such as: promotion of the service, prioritization and triage of referrals, partner agency communication, data sharing, training, funding the response efforts and outcomes tracking.

Tanya Barrett, United Way of Connecticut, Rocky Hill, Connecticut; Tamara Theiler, Voluntary Agency Liaison, United States Department of Homeland Security/FEMA, Washington, District of Columbia

Workshop Objectiveso Explain why system coordination for Disaster Case Management makes a difference.o Identify potential partner agencies for your own collaboration o Understand the FEMA support and resources related to Disaster Case Management

D-7: Wednesday June 6th, 9am-10.15am

Disaster Spiritual Care: Working with Spiritual and Cultural Diversity

A brief over-view of the Texas Crisis Resiliency Team Training on Disaster Spiritual Care. The focus is helping trauma survivors from spiritually and culturally diverse backgrounds. Issues include how the spirituality and cultural background of trauma survivors impacts their response to trauma and how crisis responders can increase their ability to help. Respect, empathy, listening, and encouraging are the major themes.


Chaplain Eric Whitmore, Texas Crisis Resiliency Team, Dallas, Texas

Background and qualifications of presenter(s) Chaplain Eric Whitmore is a retired Air Force Chaplain and currently working as an Associate Chaplain Endorser with Texas Baptists (BGCT) and a volunteer with the Texas Crisis Resiliency Team (TCRT). His military assignments include deployments to Somalia, Iraq, and Afghanistan. He has his Master of Divinity Degree and is currently working on a Doctor of Ministry Degree at Logsdon Theological Seminary in Abilene, TX. Chaplain Whitmore is the Associate Endorser for Chaplain Calling and Endorsement, Office of Chaplaincy Relations, Baptist General Convention of Texas (BGCT) in Dallas. In that role he assists the Director, Dr. Bobby Smith, in discovering, developing, and endorsing chaplains to the military, health care, corrections and other entities which utilize chaplains. He also oversees strategic communications and administration for Chaplaincy Relations. He holds endorsements from the BGCT as a retired military chaplain and a clinical chaplain. Chaplain Whitmore completed many combat tours. In 1993, he served as a Broadcaster and Combat Cameraman in Mogadishu, Somalia, with the UN and 10th Mountain Division, and was involved in the recovery of soldiers from the infamous “Blackhawk Down” operation. In 1995, he supported Operation Desert Storm at Kuwait International Airport. In 2004, Chaplain Whitmore served with the USAF as Chaplain at Camp Sather, Baghdad International Airport, Iraq. In 2008-2009, he was the garrison Chaplain for NATO Headquarters, International Security Assistance Force, Kabul, Afghanistan. Chaplain Whitmore also won numerous media and public affairs awards as a Broadcaster, including the prestigious Public Affairs Worldwide Airman of the Year in 1989. Chaplain Whitmore is married to the former Winifred Jean Anderson of Snyder, Texas. In his work with the Texas Baptists, Eric offices in the BGCT building in Dallas.


o Increase understanding of how spirituality and religion impacts one’s response to trauma.o Identify the impact of culture on the individual’s ability to deal with traumatic stress.o Understand how to best increase our ability to address the spiritual and cultural needs of

trauma survivors.

D-8: Wednesday June 6th, 10.30am-11.45am

Integrating Disaster Behavioral Health & Crisis Intervention: Lessons Learned from Disaster Distress Helpline & National Suicide Prevention Lifeline Crisis Centers Following the Historic Disasters of 2017

The string of historic, major disasters which occurred in the U.S. in 2017 brought the intersections of disaster behavioral health & crisis intervention front & center. Utilizing a panel of staff from National Suicide Prevention Lifeline and Disaster Distress Helpline-networked crisis centers, this workshop, for any size I&R center/all staff levels, will start with an overview of disaster behavioral health concepts & principles, followed by insights from panelists into common presenting issues of disaster survivors &


responders received by the centers related to these major disaster events. Next the panel will present on their center’s strengths (what worked) and challenges (what can be improved) in the context of Continuity of Operations Planning when faced with either/both high-level threats to their essential services and needing to accommodate surges in volume. The panel will conclude with audience discussion/Q&A, whereby participants will also be encouraged to share their own experiences of when their crisis intervention/suicide prevention work has been impacted by disasters.

Christian Burgess, MHA-NYC, Director, Disaster Distress Helpline (DDH), Fairview, Oregon; Caree Jewell, Heart of Florida United Way, Orlando, Florida;

Background and qualifications of presenter(s) Christian Burgess, MSW, is Director of the Disaster Distress Helpline (DDH) for the Mental Health Association of New York City (MHA-NYC), overseeing outreach, training, communications, and operations for the DDH, a program of SAMHSA that provides 24/7 crisis counseling & emotional support for anyone in the U.S./territories struggling with distress or other mental health concerns related to natural or human-caused disasters. Christian serves on the National VOAD Emotional and Spiritual Care Committee (ESCC), co-chaired the NYC VOAD ESCC from 2013-2014, and launched the Oregon VOAD Emotional & Spiritual Care Committee in June 2017. Prior to L2HS, Christian worked for 10 years in youth violence prevention and trauma intervention, including as Director of School Programs at Safe Horizon, one of the nation's largest service providers for victims of crime & abuse.

Caree Jewell is a proud graduate of the Rollins Master’s in Mental Health program and a Licensed Mental Health Counselor. She is currently the Senior Director of the largest 2-1-1 Crisis Helpline in the state of Florida and the 7th largest in the nation. Since 2009, she has overseen the growth of the contact center from providing strictly I&R services to three counties to providing crisis and I&R services to 22 counties in central Florida, 42 counties in Tennessee, 18 counties in Kentucky, 4 counties in Arkansas and the state of Iowa, the Disaster Distress National Text line, and the National Epilepsy Foundation. The 2-1-1 Crisis line has been continuously accredited by the Alliance of Information and Referral Systems since 2007 and the American Association of Suicidology since 2010. Prior to leading the Heart of Florida United Way’s 2-1-1 team, Caree served as the clinical manager at a moderate risk Department of Juvenile Justice facility and as a counselor at a local elementary school.

Daniel De Vries is the Director of Helpline Services at Jewish Community Services of South Florida (“JCS”) where he oversees a variety of 24/7 crisis services as well as 2-1-1 for Miami-Dade County and the Florida Keys. Daniel studied social work at the University of Alaska and is a certified crisis worker and information and referral specialist. He is also the president of the Florida Alliance of Information and Referral Services and is an active member his local VOAD.

Deborah Turner graduated from Rochester Institute of Technology with a B.S. in Psychology with background of Mental Health Recovery and Child Care. Deborah started working in the crisis/ Information & referral field in 2012 as a telecounselor for our 2-1-1/LIFE LINE program, a mission service of Goodwill of the Finger Lakes. Was later promoted as project lead for County Emergency Shelter Coordinated Entry, later the Contracts and Community Relations Supervisor managing


contracts, reporting, and community outreach. Deborah is currently the director of the 2-1-1/LIFE LINE Program overseeing new projects, relationships, and operations alongside her diverse team.

Rena Fitzgerald, MIT, MHP is the Crisis Services Sr. Program Manager at Volunteers of America Western Washington. She has over 15 years of crisis center experience, including answering for the Disaster Distress Helpline. She is active in community education regarding mental health issues and works closely with public schools and her local health district to reduce youth suicide by providing suicide awareness instruction to students, staff, parents, and the media. She is a current member of the Standards, Training, and Practices Committee for the National Suicide Prevention Lifeline.


o Identify key concepts of disaster behavioral healtho Enhance their staff training in disaster behavioral health via hearing from panelists how the

disasters of 2017 (hurricanes, wildfires, mass shootings) impacted individuals & families across the U.S./territories, based on common presenting concerns of callers, texters, and other crisis contacts

o Apply the lessons learned of panelists from crisis/I&R centers located in/serving areas impacted by the 2017 disasters to their own Continuity of Operations Planning & what they can do to mitigate against these impacts ahead of time in order to minimize disruptions in continuity of care.

Cross-References to Other TracksIn addition to the sessions listed above, people interested in the Disaster Track, may also want to check out:

o “When 9-1-1 Calls YOU: Partnering with Your Local Paramedics to Strengthen Evidence-Based Health Program Delivery and Impact Frequent Users of 9-1-1” (A-7 in the Aging/Disabilities Track)

o “CDC Flu on Call® Project: Lessons Learned and Broader Implications” (B-4 in the 2-1-1 Track)

o “I&R’s Response to the Opioid Epidemic Panel Discussion” (E-3 in the I&R Service Delivery Track)

I&R SERVICE DELIVERY TRACKThe sessions on this track are geared towards issues distinct to I&R Service Delivery. However, there are sessions here of interest to people working in other areas of I&R,


plus there are sessions in other tracks relevant to I&R service delivery issues. Remember, anyone can attend any session and that everything in I&R and I&A is connected.

E-1: Monday June 4th, 10am-11.15am

I&R Call Simulations … Say What?!

Practice makes perfect. It is no easy task for an I&R specialist to understand and implement concepts related to service delivery, empathy, community resources, and client advocacy on a daily basis. This workshop will discuss the development and implementation of 2-1-1 Call Simulations—a training tool created to help new volunteers/staff apply new skills they learned in training in a fun and non-judgmental environment. The target audience for this workshop are managers and trainers who train volunteers and staff in a contact center.

Tiffany Hernandez, Jewish Community Services of South Florida, Inc., North Miami, Florida

Background and qualifications of presenter(s) Tiffany Hernandez is a former call center specialist and is currently the Quality Assurance Program Coordinator for Jewish Community Services of South Florida. Tiffany has over 4 years of experience working in a contact center and has a passion for ensuring counselors provide the best quality of service to clients in need. She has developed monthly training initiatives for staff in order to help them continue to grow. She is a Certified Information and Referral Specialist (CIRS), Certified Call Center Manager (RCCSP), and has her Crisis Worker Certification (AAS). Tiffany has presented in national conferences before and has demonstrated tremendous skill in her field.


o Learn about the importance of 2-1-1 call simulationso Brainstorm how call simulations can be used effectively in their own contact centero Learn how to develop/tailor their own call simulationso Gain hands on experience with 2-1-1 call simulationso Hear feedback from volunteers/staff about their experience with call simulations.

E-2: Monday June 4th, 2.45pm-4pm

The Gamification of Information and Referral

This fast-paced, highly interactive workshop will demonstrate a series of engaging and practical activities that can be done with front-line I&R Specialists. The activities include exercises related to performance-based competencies, active listening, assessment skills and understanding the human


services system just to mention a few. This workshop is geared for I&R managers, trainers and facilitators.


Background and qualifications of presenter(s) Faed Hendry has worked in the field of I&R for over 25 years and is currently employed as the Manager of Training and Outreach with Findhelp. He has conducted hundreds of different training and professional development workshops related to I&R provision. Faed had served as the Chairperson for the AIRS Standards Committee, is a Past-President of the AIRS Board of Directors and is an Accreditation Site Reviewer.


o apply these activities to your training curriculum and design. o demonstrate how these activities relate to I&R service provision.o invigorate your training through hands-on/practical exercises.

E-3: Tuesday June 5th, 8.45am-10am

I&R’s Response to the Opioid Epidemic Panel Discussion

The opioid epidemic is a national crisis that is impacting our local communities. 2-1-1s have mobilized to generate programs and implement procedures to help respond to the crisis in innovative ways. This session will hold a panel discussion, consisting of multiple 2-1-1s from geographically diverse regions with varying levels of involvement and response to the opioid epidemic. This session is relevant to all 2-1-1 staff or management who are interested in learning more about involvement and response to the national opioid epidemic.

Larry Olness, Heart of Florida United Way 2-1-1, Orlando, Florida; Bill Ward, Impact, Milwaukee, Wisconsin

Background and qualifications of presenter(s) Larry Olness is currently responsible for insuring a high quality of service as Vice President of the Strategic Enterprises Department including identifying opportunities and developing strategies to generate revenue from its operations. He is active with a number of national initiatives including the National Text Platform.


o Acknowledge the need to respond to the opioid crisis impacting communities.o Identify how to utilize technology to deliver information, resources, and support.


o Identify how to partner with local agencies and government to collaborate efforts.o Demonstrate flexibility in response to the opioid epidemic including innovation, partnerships,

funding opportunities, etc.

E-4: Tuesday June 5th, 8.45am-10am

Let’s Talk about Outreach Roundtable Discussion

To provide a round table discussion opportunity for networking and for information sharing for I&R staff currently providing outreach services. Topics include but are not limited to outreach services to people of all ages who do not utilize DSS/Public Assistance; people who live in rural/remote areas; non-English speakers; incarcerated individuals; homeless individuals; low-literacy individuals.

Altise M. Street, 2-1-1 VIRGINIA, Richmond, Virginia

Background and qualifications of presenter(s) Altise M. Street has been with 2-1-1 VIRGINIA for over 11 years and has work as everything from a call center specialist to an outreach manager. She has been an outreach manager for the last 4 years covering 27 cities/counties in Virginia. She has an MBA from University of Phoenix.


o Encourage communication between outreach representatives represented at the session o Provide recommendations to home organizations on matters relating to outreach to citizens

they assisto Create or develop opportunities for organization to participate in a variety of outreach activities

that promote organization

E-5: Tuesday June 5th, 10.30am-11.45am

Reducing Mental Health Stigma: Using Recovery Oriented Language

This session will provide information and learning on mental health stigma and how we can use language to help reduce this stigma. Looking at using welcoming language to create open and inclusive communication about mental health, as well as; recovery-oriented language to support those experiencing mental health concerns in a strength based way. This session is relevant to everyone, we all have a role to play when it comes to reducing stigma.

Emma Potter, Canadian Mental Health Association – Edmonton, Edmonton, Alberta



Emma Potter has worked with the 211 program at the Canadian Mental Health Association since August 2012. Starting as an Information and Referral Specialist and working her way up to Manager of the Help Lines Program supervising both the 211 information and referral line and a 24/7 distress line. She is a Certified Information and Referral Specialist through AIRS as well as a Certified Crisis Worker with the American Association of Sociology.


o Understand what mental health stigma is o Recognize how the language we use can reduce mental health stigmao Understand what welcoming and recovery orienting language is o Be able use welcoming and recovery oriented language confidently

E-6: Tuesday June 5th, 2pm-3.15pm

Recognizing and Assisting Inquirers Experiencing Family Violence and Elder Abuse

Understanding how to recognize when someone may be experiencing Family Violence or Elder Abuse is key in ensuring clients remain safe and can access the community resources to support them. This session will provide I&R Specialists with knowledge to recognize when a relationship has turned unhealth and how to respond once a concern is identified It will include looking at examples of safety assessments and how to plan for safety. This session has value for anyone working with I&R front line specialists, supervisors and trainers are encouraged to attend.

Emma Potter, Canadian Mental Health Association – Edmonton, Edmonton, Alberta

Background and qualifications of presenter(s) Emma Potter has worked with the 211 program at the Canadian Mental Health Association since August 2012. Starting as an Information and Referral Specialist and working her way up to Manager of the Help Lines Program supervising both the 211 information and referral line and a 24/7 distress line. She is a Certified Information and Referral Specialist through AIRS as well as a Certified Crisis Worker with the American Association of Sociology.


o Understand the different forms of violence and their impact o Identify when a caller may be experiencing domestic violence or elder abuseo Feel comfortable exploring risk factors and safety with both survivors and perpetrators of

violence o Work with the client to make a plan for ongoing safety o Connect the work to explore violence with the work already being done by I&R specialists


E-7: Wednesday June 6th, 9am-10.15am

Confidence in Any Weather: Saying No and Managing Difficult Calls

There isn’t always an answer. I&R Specialists have to help people understand the reality of a dwindling social service safety net. Presenters from both 211 and an ADRC will help you develop tools to help you manage calls with confidence, even when you have to say No. We will provide examples of scripting to use when resources aren’t available. We will also talk about strategies for controlling the call, and how to manage difficult interactions. Finally, we will talk about ways to de-escalate and tips for debriefing difficult calls. This session will enable you to be more confident as an I&R Specialist and provide you with tools and skills to leave both you and your caller feeling more positive about the road ahead. While this training is primarily for I&R Specialists, Supervisors and Managers may also find tools to help support your staff.

Lacey Hanson, ADRC of Oregon, Portland, Oregon; Ciara Doyle, 211info, Portland, Oregon

Background and qualifications of presenter(s) Lacey Hanson is the Program and Technical Specialist for the ADRC of Oregon and oversees I&R and Resource database entry statewide. She came to this position after supervising the Resource department at 211info of Oregon and SW Washington, where her career in Information and Referral started in 2010. Lacey is responsible for providing training, support and technical assistance to ADRC of Oregon staff. She has worked to develop evaluation and quality assurance tools for efficiency and success in both I&R and Resource Database. She is a member of the AIRS Taxonomy and Resource Database Committees and has participated in software development, upgrade and implementation. Lacey graduated from Portland State University in Administration of Justice and Spanish and subsequently obtained a Bachelor of Fine Arts degree from Oregon College of Art and Craft. Outside of the office, Lacey is a metalsmith and makes jewelry, knives and small sculpture.

Ciara Doyle is the Director of Contact Center and Programs for 211info in Portland, OR, where she supervises a statewide call center. She is responsible for program design, training, and organizational integration of core & specialized programs including lines for basic I&R services; foster parent support; environmental health concerns; and homeless services coordinated entry. She is a member of 211info’s social media team. Prior to joining 211info in 2012, Ciara worked in youth services with a variety of community-based programs, including a runaway youth crisis center & emergency shelter, youth employment training program, and reproductive health organizations. She has a Master’s in Social Work from Portland State University and a Bachelor’s in Social Work from North Carolina State University. Her interests include backpacking, travel, the internet, and Jack Russell Terrier rescue.


o Feel more confident and comfortable as an I&R specialist


o Identify different types of difficult conversations: stressed caller; lack of resources; collecting demographics

o Define empathy vs. sympathy and describe active listening skillso Understand what it means to tell someone that the service or support they need is not

available and why it is important to give that message truthfullyo Start a list (provided in part by presenter) of scripted responses to help navigate difficult

conversationso Feel confident and comfortable asking demographic questions and understand why gathering

that data is as much a part of providing good service as giving referralso Control the call with confidence and careo Identify self-care strategies

E-8: Wednesday June 6th, 9am-10.15am

Successful Silent Monitoring

Silent monitoring is one part of a good quality improvement program that can also include call documentation reviews, peer-to-peer monitoring, skills evaluations (including roleplays), etc. This session’s suggestions may be used with live monitoring or recorded call monitoring. Sessions will cover: developing a monitoring form, preparing staff, choosing/training evaluators, and using results effectively. This session is relevant to staff in a training or management role at an I&R program.

Shye Louis, National Suicide Prevention Lifeline, Rochester, New York

Background and qualifications of presenter(s) Shye Louis has worked for crisis intervention and information & referral programs since 1989, serving in capacities from volunteer crisis counselor through 2-1-1 center management. Shye has a Master’s Degree in Counseling & Human Development from St. Lawrence University. She is a member of the Board of Directors for the National Association of Crisis Center Directors, and the Alliance of Information and Referral Systems. Shye most recently joined the National Suicide Prevention Lifeline as the Coordinator for Best Practices in Suicide Prevention where she leads efforts to define and expand knowledge and expertise in suicide prevention and provides technical assistance to crisis centers related to Lifeline's best practices (including risk assessment standards, imminent risk guidelines and model operating procedures).


o Identify important elements to include in a monitoring form and common pitfalls in monitoring forms

o Explain the importance of preparing frontline staff for silent monitoring and other QA measureso Understand the importance of documentable guidelines for evaluating or scoring callso Explain what “inter-rater reliability” means and why it is important


o Identify 3 different ways call monitoring results should be used within your I&R program

E-9: Wednesday June 6th, 10.30am-11.45am

Training and Coaching I&R Specialists Through the Power of Storytelling

Our workshop is designed to encourage the power of sharing your story to empower your Team. Personal stories allow us to see customers more than just callers. Behind every great story is a special human being whose is driven with passion and a sense of purpose. Our goal is to create an atmosphere of compassion for ourselves and for others. In an effort to inspire and reengage staff & volunteers alike as well as promote hope in the community.

Manija Ahmed, 2-1-1 Orange County, Santa Ana, California; Carrie Barjols, 2-1-1 Orange County, Santa Ana, California

Background and qualifications of presenter(s)Manija Ahmed is an Information and Referral Lead Specialist at 2-1-1 Orange County. She currently assists the Team at the call center with any needs an I&R might have. She also assists on crisis calls as well as follow-ups to help advocate on behalf of callers. She has experience volunteering for 2-1-1 Riverside County. Manija is a survivor of Domestic Violence and has shared her experience with her Team to help facilitate talk and the power of storytelling. She has graduated from California State University, San Bernardino with her B.S and loves helping out in the community.

Carrie Barjols is the Call Center Manager at 211 Orange County. She currently leads the 2-1-1 and Help Me Grow teams, and brings with her over 15 years of customer service experience from Verizon Wireless. Her passions consist of employee engagement, process improvements, and leading with a client-centric model.


o Will have tools on how to promote employee engagement. o Learn how confidence and empowerment can create a powerful customer experience.o How personal stories can help build new opportunities for training materials such as Domestic

Violence. o How to create a plan to promote employee engagement.o Ways to empower your team to create a better customer experience.o Explain how sharing personal stories with peers can create courage, compassion and

connection for a better customer experience.

E-10: Wednesday June 6th, 10.30am-11.45am


I&R role in Re-entry and Reunification

For the second year in a row, Virginia has the lowest rate of recidivism in the nation. Did you know that each year, in the Commonwealth of Virginia, approximately 13,000 people are released from the Virginia Department of Corrections (VADOC). As we all know Returning Citizens face many challenges upon their reentry into society. Join us as we discuss how 2-1-1s can assist Returning Citizens in connecting with community resources prior to their release.

Altise M. Street, 2-1-1 VIRGINIA, Richmond, Virginia; Elaina Dariah, 2-1-1 VIRGINIA, Norfolk, Virginia

Background and qualifications of presenter(s) Altise M. Street has been with 2-1-1 VIRGINIA for over 11 years and has work as everything from a call center specialist to an outreach manager. She has an MBA from University of Phoenix.

Elaina Dariah is a retired United States Chief, Master Training Specialist Certified Parent Educator. She has provided Information & Referral (specialized and basic) for over 15 years.


o Understand how 2-1-1 VIRGINIA is working with the Virginia Department of Corrections is working together to decrease recidivism

o Reevaluate the way they conduct outreach with Returning Citizens prior to their releaseo Add to or build an outreach plan for Returning Citizens in their coverage areas.

E-11: Wednesday June 6th, 2.15pm-3.15pm

I&R Service Delivery Open House: Final Session

This final after-lunch session serves as an issue-oriented drop-in to provide time for final networking and to try and find answers to any yet-unanswered questions. The workshop will be facilitated and an online space will be set-up during the conference for people to post "let's talk about" ideas if they are planning to attend. If there are any topics that you still have questions on, this is a time when you can get those questions answered.


Cross-References to Other TracksIn addition to the sessions listed above, people interested in the I&R Service Delivery Track, may also want to check out:


o “Listening Between the Lines: Responding to Caregivers’ Needs” (A-6 in the Aging/Disabilities Track)

o “Targeting and Service Outreach for Hard to Reach Populations” (F-2 in the I&R Management Track)

o “Demystifying Service Level – How It’s Set, How It’s Met” (F-3 in the I&R Management Track)

o “Keys to Conquer Stress for Enhanced Health and Improved Performance” (J-1 in the For Everyone Track)

o “Human Trafficking: How to Spot It, Stop It and Find Recovery Resources” (J-5 in the For Everyone Track)

I&R MANAGEMENT TRACK

The sessions on this track are geared towards issues distinct to I&R Management. However, there are sessions here of interest to people working in other areas of I&R, plus there are sessions in other tracks relevant to I&R management issues. Remember, anyone can attend any session and that everything in I&R and I&A is connected.

F-1: Monday June 4th, 10am-11.15am

Creating a Management Flow Chart for Continuous AIRS Standards Compliance

Using the AIRS Standards as its backbone, this session is designed for directors, managers, and supervisors, who are charged with big picture management and planning duties for their contact centers. This interactive session will demonstrate one approach to organizing and tracking compliance with AIRS Standards. Attendees will do a deep dive into a template for managing all the details required for maintaining an AIRS accredited shop.

Mary Cooksey, United Way of Abilene 2-1-1 Texas A Call for Help, Abilene, Texas

Background and qualifications of presenter(s) Mary Cooksey serves as the Community Resource Center program director for the United Way of Abilene, which is home to 2-1-1 Texas A Call for Help. Mary is responsible for leading a public/private collaboration of the United Way of Abilene, City of Abilene, and Texas Health and Human Service Commission. Mary holds a degree in Communications Arts and held a variety of operational, marketing and sales positions for public and commercial television stations in North Dakota and Texas. In 1996,


Mary went on to be named the first director of the National Center for Children’s Illustrated Literature. In 2000, she joined United Way of Abilene as the Campaign Director and then developed the 2-1-1 service for her community in 2004. She now serves on several state and national boards and committees for the advancement of information and referral services.


o Learn one approach to establishing a process for breaking down the AIRS Standards into bit-sized pieces

o Learn how checklists can lead to simplifying and minimizing the pain of adhering to high standards in daily operations

o Learn how to create a mind-map so that key items don’t fall through the cracks

F-2: Monday June 4th, 10am-11.15am

Targeting and Service Outreach for Hard to Reach Populations

This interactive workshop will discuss specific and general targeting and service methods which can be used when providing IR&A in your community. The workshop is for management and experienced level practitioners who wish to learn why targeted outreach is important, how to do it in a cost-efficient manner and the data driven, and other, benefits this can bring to your program. We will also discuss the CMS Accountable Healthcare Communities grants and their effects.

Jay Burdick, United Way 2-1-1 in RI, Providence, Rhode Island

Background and qualifications of presenter(s) Jay Burdick has over 40 years’ experience with governmental and non-profit organizations. He has worked in areas of children’s services, family services, public assistance, labor relations, elderly and disability services, housing and homelessness and emergency management. Jay is on many local, regional and national boards and committees. He has worked for United Way of RI in the 2-1-1 system for eight years and as the outreach coordinator for the program for over three years. In this position he is responsible for the development and operation of 2-1-1’s state-wide outreach program


o Determine three methods to help target populations in your community in need of IR&Ao Identify three ways of providing specialized services to targeted populations.o Decide on the most cost effective method for their program to expand outreach o Identify two methods to determine success of targeted outreach and service provision

F-3: Monday June 4th, 1pm-2.15pm


Demystifying Service Level – How It’s Set, How It’s Met

Does your center’s Service Level target seem unrealistic? Do you wonder who came up with the target, how and why? What more can be done to meet the target? This session will explain Service Level, what it means, how it’s determined, and what to do if your center is falling short. This advanced management topic is relevant to executives that set Service Level targets and managers charged with meeting Service Level targets. The session is inappropriate for front-line specialists.

Nina Kawalek, RCCSP Professional Education Alliance, Chicago, Illinois

Background and qualifications of presenter(s) Nina Kawalek, CEO, RCCSP Professional Education Alliance. Nina has extensive experience designing and delivering call center management and advanced front-line training curriculums with a focus on government, non-profit, and I&R. She has a passion for the Call Center Sciences and develops training to share, discuss, and deploy scientific research results impacting contact center management and operational engineering. Her professional affiliations include AIRS, Association for Talent Development, Government Revenue Collection Association, and the Caribbean and Latin American chapter of the International Association of Outsourcing Professionals. Prior to her career in the contact center industry, Nina served as Chief Operating Officer for TTG, a wholly-owned software division of Price Waterhouse LLP, where she headed Research and Development, New Business Development, and Alliances. Nina is a CPA, and holds a Masters degree in Accountancy and Systems Design from the University of Illinois at Urbana, ICCP Certification in IT Consulting, CCCM Certification in Call Center Management, and the ATD Advanced Training Development Certificate.

Workshop ObjectivesParticipants attending this workshop will learn how to:

o Assess one’s knowledge of the Service Level metric and its useo Set a Service Level target that is both strategic and realistico Understand the dynamics of Service Level, and how a Service Level target impacts staffing and

wait timeo Present Service Level options and alternatives to upper management and clientso Analyze data to determine a useful Service Level targeto Negotiate Service Level targets with executives and clientso Focus on operations that impact the center’s ability to meet Service Level

F-4: Monday June 4th, 2.45pm-4pm

Introduction to Parliamentary Procedure: A Time Tested and Widely Accepted Approach to Civil and Effective Meetings


Parliamentary Procedure is the most widely used set of rules for effectively running and participating in a meeting. Learn the rules to effectively participate in civic or professional organization meetings including non-profit boards, AIRS and AIRS Affiliates. Learn to lead these meeting effectively, too. Presented by an AIRS Board member, former Affiliate President, who serves on multiple non-profit boards, briefly served as Township Trustee in local government, union chairperson, and even taught Parliamentary Procedure to Head Start parents who used it in their Policy Council.

Edward D’Angelo, The Information Center, Taylor, Michigan

Background and qualifications of presenter(s) Edward D’Angelo is President & CEO of The Information Center providing leadership and management of all aspects including programs and services, financial management and accountability, staff development and human resources, community relations and board development. He serves on multiple non-profit boards, and has worked as a social worker for almost four decades since receiving his M.S.W. from The University of Michigan, Ann Arbor, MI in 1979 with dual specializations in policy and planning and administration methods. It may be worth noting: this was after receiving his bachelors degree from The Ohio State University, Columbus, OH for those who keep up with college rivalries.


o Identify and understand four basic elements necessary for an effective meeting.o Understand the primary purposes and uses of Parliamentary Procedureo Understand how Parliamentary Procedure provides an excellent framework for dealing with

difficult issues.o Understand three different types of motions that are handled differently when made.o Become more familiar with and comfortable with typical Parliamentary Procedure terms that

are most frequently used.o Know how to participate effectively as a board or committee member, saying the right things

are the right times.o Feel more comfortable knowing the rules of the game.o Know how to plan and run an effective meeting: before the meeting planning, during the

meeting actions, and after the meeting responsibilities.

F-5: Tuesday June 5th, 10.30am-11.45am

Structuring Training to Improve Retention

One of the highest costs associated to a call center operation is training. This is often due to staff turnover. This workshop will provide insights on how a structured training program can help reduce your turnover rate and improve the quality of the customer experience. This workshop will provide information about the implementation of the New Hire Training Plan and evaluation of the trainee and


the training program. It will also provide some ideas towards implementing a Professional Development for your call center staff.

Angela Pelegrini Olivares, 2-1-1 Tampa Bay Cares, Clearwater, Florida

Background and qualifications of presenter(s) Angela Pelegrini Olivares joined 2-1-1 Tampa Bay Cares as the Contact Center Manager in October 2008 and, since 2015, she has been the Contact Center Training Manager. Angela’s career in call centers started as a call center database/report analyst in São Paulo, Brazil. She next worked in call center operations in three different countries. Angela is a Certified Information and Referrals Specialist (CIRS) through the Alliance of Information and Referrals System (AIRS), Certified Call Center Manager (CCCM) through The Resource Center for Customer Service Professionals (RCCSP) and a provisional trainer for the Applied Suicide Intervention Skills Training (ASIST) Trainer by LivingWorks. Angela has contributed to 2-1-1 TBC’s success with the implementation of projects such as Family Services Initiative, Sexual Assault Hotline, Adult Emergency Financial Assistance Program, and Help me Grow. Additionally, during her tenure, Angela was instrumental in the move to InContact in 2010 and a data sharing model in the call center. Her current activities at 2-1-1 Tampa Bay Cares include: project managing and process development of training curriculums related to new 2-1-1 contracts and projects; new hire training and curriculum development; professional development training and curriculum development; training program for staff certifications; call calibration review; and strategies that would improve employee retention such as rewards programs and staff recognition events.


o Understand the benefits of a structured training program. o Learn strategies that can be applied to the development of a training program.o Define training objectives. o Obtain examples of tools used to monitor the effectiveness of the training program.

F-6: Tuesday June 5th, 2pm-3.15pm

The Texas Competitive Electric Market, Electric Providers and Non-Profit Partnerships

This interactive session will provide information about the Texas Competitive Electric Market, how one Retail Electric Provider helps low-income families and partners with non-profits organizations across the state including 2-1-1 Texas. The discussion will include organization partnership to help meet the needs of low-income households that depend of energy assistance and other forms of financial assistance to pay monthly bills. The format of the session will be open discussion along with power point and is for staff wanting to build knowledge of partnerships and electric utilities.

Kim Campbell, TXU Energy, Irving, Texas; Patrick Johnson, TXU Energy, Irving, Texas


Background and qualifications of presenter(s) Kim Campbell is the Senior Manager of Customer Advocacy at TXU Energy. She has over 30 years of experience in the utility industry and for 16 years has worked with non-profits. Kim manages all the companies low-income/energy assistance programs, agency partnerships, advocates for at-risk families nationally and across Texas.

Patrick Johnson is the Energy Assistance Manager at TXU Energy. He has over 15 years of electric utility experience. Patrick’s manages a dedicated Energy Assistance Team that works with over 1,000 social agencies that assist customers. He is day-to-day hands on with agency partnerships.


o Understand the Texas Competitive Electric Marketo Corporate and Non-profit partnerships and how they help low-income customerso Identify state-wide low-income programs, federal resources, and company funded programs

F-7: Wednesday June 6th, 9am-10.15am

The Ingenuity of the Small I&R

This workshop will illustrate ways in which small call centers can be innovative and impactful, all while incorporating great teamwork. A unique perspective of smaller AIC’s (Area Information Centers) will be shared to give managers additional tools and ideas to utilize for everyday management of their call centers. Through innovation and creativity, smaller call centers possess the capacity to tweak their operational approach to one that masterfully meets contractual obligations, and keeps all staff members positively empowered and engaged. This workshop will illustrate five impactful ways of doing so. This material is only relevant to an I&R call center that has less than 15 staff members.

Delano Smith, Texoma Council of Governments (2-1-1 Texoma), Sherman, Texas

Background and qualifications of presenter(s) Delano Smith moved to Texas from the Bahamas in January of 2009. He studied Business Management at Texas A&M University in Commerce, TX, and received a Master’s degree in December of 2009. Passionate about student life and customer service, he joined the Residential Living Staff at Texas A&M Commerce in 2010 as a Hall Director; he wanted to make a difference in the lives of student residents. In 2012, he joined the Texoma Council of Governments (Sherman, TX) as the Family Self-Sufficiency Coordinator, and strived to make a difference in the lives of families within the Texoma Region. He provided individuals and families with resources that aided them in becoming self-sufficient. In February of 2016, he was promoted to the 2-1-1 Texas Program Manager for the Texoma region, and promotes team work on a daily basis. Currently, Delano is pursuing a doctoral degree in Management, and his dissertation will focus on the morale and production of social service workers in the workplace.



o Implement impactful tools at their call centerso Identify various ways in which team members can contribute to team successo Understand the importance of morale in smaller call centers

F-8: Wednesday June 6th, 2.15pm-3.15pm

I&R Management Open House: Final Session

This final after-lunch session serves as an issue-oriented drop-in to provide time for final networking and to try and find answers to any yet-unanswered questions. The workshop will be facilitated and an online space will be set-up during the conference for people to post "let's talk about" ideas if they are planning to attend. If there are any topics that you still have questions on, this is a time when you can get those questions answered.

Clive Jones, AIRS, Sooke, British Columbia

Cross-References to Other TracksIn addition to the sessions listed above, people interested in the I&R Management Track, may also want to check out:

o “Developments in Aging and Disability Policy: A National Perspective” (A-3 in the Aging/Disabilities Track)

o Medicaid: Current Issues that Impact Aging and Disability (A-10 in the Aging/Disabilities Track)

o “Accountable Community Care Hubs, Powered by 2-1-1” (B-2 and B-3 in the 2-1-1 Track)

o “Integrating 2-1-1 with United Way” (B-5 and B-6 in the 2-1-1 Track)o “Public Information Approaches in a Disaster” (D-4 in the Disaster Track)o “Let’s Talk about Outreach Roundtable Discussion” (E-4 in the I&R Service

Delivery Track)o “I&R role in Re-entry and Reunification” (E-10 in the I&R Service Delivery Section)o “Introduction to APIs” (G-2 in the Technology Track)o “How to Increase Traffic to your Website? A Complete Guide for Non-Technical

People” (G-3 in the Technology Track)


o “Let it Flow: How Resource Data Can Go Wherever People Want to Use It — Reliably and Sustainably” (G-4 and G-5 in the Technology Track)

o “Connecting the Dots: The Community Information Exchange” (J-3 and J-4 in the For Everyone Track)

o “Tweet Your Way to Success: Maximizing Twitter and other Social Media Platforms” (J-8 in the Technology Track)

I&R TECHNOLOGY TRACK

The sessions on this track are geared towards issues distinct to technology relevant to I&R. However, there are sessions here of interest to people working in other areas of I&R, plus there are sessions in other tracks relevant to I&R technology issues. Remember, anyone can attend any session and that everything in I&R and I&A is connected.

G-1: Monday June 4th, 1pm-2.15pm

The Cybersecurity Framework and How Can it be Applied to Protect my Organization?

Cyber threats are becoming increasingly sophisticated. Companies must learn to protect themselves from ransomware, phishing and other cyber risks. The NIST Cybersecurity Framework seeks to provide that needed structure. The Cybersecurity Framework is recommended for all U.S. critical infrastructure organizations to assist with cybersecurity by the Federal Government. We will discuss the set of industry standards and best practices to help organizations manage cybersecurity risks. Although currently voluntary, it is expected that the Cybersecurity Framework will become the new legal standard of care for cybersecurity incidents.

Jack Kolk, ACR 2 Solutions, Inc., Benicia, California

Background and qualifications of presenter(s) Jack Kolk is a co-founder and President of ACR 2 Solutions, an information security risk management and cybersecurity consulting company. Jack has several decades of executive management experience in the high technology computer networking and information security industry. He has worked in upper management of large technology companies as well as several startups in both Silicon Valley and Atlanta, GA. He is a cofounder of several software companies. He holds CISSP and CSSLP certifications and is a regular speaker on issues regarding cybersecurity and regulatory compliance for companies holding protected information including several 211 organizations.



o Define Cybersecurity laws/rules. In laymen terms so they’re easily understoodo Relationship to laws and rules such as HIPAA and CIS/SANS 20o Understand Covered Entities and Business Associates and Agreementso Policy and Procedure Requirementso Terminology and Basic Definitions o Best Practices for Security Safeguardso Enforcement and Accountability Strategieso Breaches and Penaltieso Risk Analysis/Auditso Training Requirements

G-2: Monday June 4th, 2.45pm-4pm

Introduction to APIs

Sharing data securely from one software system to another can be tricky, understanding what technology is available and what it means, will help you build partnerships and make your next integration project a success. This workshop will explain what an API is, the differences between API types, how they work and what they do. Panelist will share real world examples of how they are using API's for their projects. This session is relevant to anyone that wants to understand what an API and how it may be applied to build partnerships.

Crystal McEachern, iCarol, Edmonton, Alberta; Josh Pedersen, United Way Worldwide, Alexandria, Virginia; Taylor Justice, Unite Us, New York, New York

Background and qualifications of presenter(s) Crystal McEachern’s career started in the technology field before moving to the crisis and I&R industry where she worked for 7 years. She started in I&R by volunteering for her local crisis line, and quickly transitioned to answering the 211 line, then to the Resource Team where she was responsible for the oversight and management of the local and provincial Resource Database. Crystal currently works for iCarol as a Senior Product Manager where she identifies opportunities to better server helplines and crisis lines with technology. iCarol is the leading web-based management system for community helplines and crisis lines around the world. Crystal has presented at workshops and trainings throughout North America, and volunteers for the AIRS Certification Commission.

Joshua Pedersen has worked and volunteered in the nonprofit industry for 23 years. He led the implementation of the 211 service throughout Utah, has served as Director of Services for the Utah Food Bank, as Vice President of United Way of Northern Utah, CEO of United Way of Frederick County, Maryland and most recently as President & CEO of 211 Maryland. Today Joshua works as the 211


Director of Network Operations & Performance for United Way Worldwide. Joshua has served on multiple boards including, 211 Maryland, the Frederick County Local Management Board, Catholic Community Services, West Valley City’s Cultural Arts Foundation, Murray City Arts Council, the Utah State Commission on Volunteers, Salt Lake Community College Thayne Center for Service & Learning, and as board president for the Utah Nonprofits Association. Today he serves on the board of Maryland Nonprofits, the Governor’s Commission on Service & Volunteerism, Frederick County Health Care Coalition, Hood College Enactus Business Advisory Board and First United Bank’s Frederick Advisory Board. Joshua has a bachelor’s degree in Communication from Weber State University.

Taylor Justice is a co-founder of Unite Us, a software platform addressing the social determinants of health by connecting health, human and social service providers into a common ecosystem. Unite Us is built around answering the question, “Did my patient/client receive the services they needed?” So with the evolution of information/referral, Unite Us is partnering with strategic 2-1-1 and/or United Way affiliates to establish new/additional revenue streams from state/local governments, healthcare providers, and philanthropic investors. Measuring your impact and most importantly your outcomes, have become the standard elements for long-term funding, therefore joint Unite Us (technology) and 211/UW (operational leadership) offerings bring innovative solutions to wanted buyers and continue to cement 211/UW’s as the leader within the communities they operate.


o Explain the types of API'so Identify how an API can be used to share datao Understand real world examples of API’s in use

G-3: Tuesday June 5th, 10.30am-11.45am

How to Increase Traffic to your Website? A Complete Guide for Non-Technical People

Most I&R websites are not optimized for the web and do not seize its full potential, even though there are many ways to increase your website visits at a minimal cost. This session will be focusing on Search Engine Optimization (SEO) and will also discuss Search Engine Advertising (SEA), conversion from Web to Phone and website ROI. This workshop goal is to demystified SEO, so that everyone can diagnosis its own website and act, even for organization with no regular IT staff. We will go from basic to advanced concepts with clear examples and tools.

Mathieu Chaurette, Centre de Référence du Grand Montréal, Montréal, Québec

Background and qualifications of presenter(s) Mathieu Chaurette is Director of 211 and Technology for the 211 of Greater Montréal. Besides all the development of the 211 in the region, Mathieu is responsible for the development of the website


www.211qc.ca including content, search engine optimization (SEO), Google Adwords and analytics with Google Data Studio, Google Analytics and Google Tag Manager. Mathieu has been involved in the I&R world for 5 years, he is a board member of InformCanada and has chaired the Canadian iCarol User Group. With no technical background, Mathieu likes to learn by himself, he holds a MA in History and a certification as Project Management Professional (PMP).


o Understand the different aspects of SEOo Diagnose their website and provide optimization recommendationso Measure the value of SEO in comparison with other communication & marketing toolso Plan website content development to increase traffic

G-4: Wednesday June 6th, 9am-10.15am

Let it Flow: How Resource Data Can Go Wherever People Want to Use It — Reliably and Sustainably (Part One)

This pair of workshops will explore two operational models that can sustainably produce community resource data as a public good: Data Utilities and Data Federations. In the first session — about the Data Utility model — we’ll explore how a single referral provider can publish resource data as a service to its community — balancing open access to all with sustainable revenue generation through value-adding features and services. In the second session — the Federation model — we’ll explore how multiple referral providers can cooperate on resource data management as part of a network that facilitates the flow of data updates among many systems. These sessions are relevant to resource data specialists, community relations managers, executives and business officers — anyone considering the provision of community resource data as both a community service and a business concern.

Greg Bloom, Open Referral, Miami, Florida; Panelists to be named later


o Consider various new approaches to sustainable resource data business models.o Contribute their own insights to clarify and enhance these hypothetical models.o Initiate, join, and/or strengthen new initiatives to establish resource data as a sustainable public

good in their communities.

G-5: Wednesday June 6th, 10.30am-11.45am


http://www.211qc.ca/

Let it Flow: How Resource Data Can Go Wherever People Want to Use It — Reliably and Sustainably (Part Two)

This pair of workshops will explore two operational models that can sustainably produce community resource data as a public good: Data Utilities and Data Federations. In the first session — about the Data Utility model — we’ll explore how a single referral provider can publish resource data as a service to its community — balancing open access to all with sustainable revenue generation through value-adding features and services. In the second session — the Federation model — we’ll explore how multiple referral providers can cooperate on resource data management as part of a network that facilitates the flow of data updates among many systems. These sessions are relevant to resource data specialists, community relations managers, executives and business officers — anyone considering the provision of community resource data as both a community service and a business concern.

Greg Bloom, Open Referral, Miami, Florida; Panelists to be named later


o Consider various new approaches to sustainable resource data business models.o Contribute their own insights to clarify and enhance these hypothetical models.o Initiate, join, and/or strengthen new initiatives to establish resource data as a sustainable public

good in their communities.

Cross-References to Other TracksIn addition to the sessions listed above, people interested in the I&R Technology Track, may also want to check out:

o “Texting for 2-1-1s” (B-1 in the 2-1-1 Track)o “Accountable Community Care Hubs, Powered by 2-1-1” (B-2 and B-3 in the 2-1-1

Track)o “Creative Text Messaging During Disaster and Recovery” (D-2 and D-3 in Disaster

Track)o “Demystifying Service Level – How It’s Set, How It’s Met” (F-3 in the I&R

Management Track)

RESOURCE DATABASE TRACK


The sessions on this track are geared towards issues distinct to I&R Resource Databases. However, there are sessions here of interest to people working in other areas of I&R, plus there are sessions in other tracks relevant to I&R resource database issues. Remember, anyone can attend any session and that everything in I&R and I&A is connected.

H-1: Monday June 4th, 10am-11.15am

Big Impactful Resources

Many hours are spent ensuring that your curated resource database has a big impact. This workshop will give you the tools and knowledge to ensure your database has the BIGGEST Impact. Discussions will start you at the beginning with the creation of your Resource Database Matrix, a tool to help you track your required, recommended and optional data elements for the various programs your resource database supports. We will share the benefits of putting your Matrix into action to customize your resource database and to create your policies to meet your organizational and community needs. We will then lead you through the questions you should consider, decisions you need to make and the processes and procedures you should have in place and why. You will leave this workshop with the outline for a plan to enact targeted change for your resource database. This session are appropriate for anyone curating a resource database.

Polly McDaniel, iCarol, Canisteo, New York; Crystal McEachern, iCarol, Edmonton, Alberta

Background and qualifications of presenter(s) Polly McDaniel has spent the past 11 years working in the information and referral industry. She spent 9 years with The Institute for Human Services’ 2-1-1 HELPLINE program, with the later of her years as their Operations Manager, overseeing operations of the contact center and the resource department. She currently works for iCarol as the Director of Business Development. iCarol is the leading web-based management system for community helplines and crisis lines around the world. She excels at helping users to best use their system to meet the mission of their organizations. During her career, Polly has presented workshops and trainings on the local, state and national levels to further information and referral work including participation in multiple task force groups. She also was the Resource Track Manager for three years for the AIRS Annual Conference.

Crystal McEachern career started in the technology field before moving to the crisis and I&R industry where she worked for 7 years. She started in I&R by volunteering for her local crisis line, and quickly transitioned to answering the 211 line, then to the Resource Team where she was responsible for the oversight and management of the local and provincial Resource Database. Crystal currently works for iCarol as a Senior Product Manager where she identifies opportunities to better server helplines and crisis lines with technology. iCarol is the leading web-based management system for community helplines and crisis lines around the world. Crystal has presented at workshops and trainings throughout North America, and volunteers for the AIRS Certification Commission.



o Tools to create your Resource Database Matrixo Knowledge to use a Matrix to customize your database and direct your Resource Department

Policieso Understand benefits of customizing your databaseo Identify, understand and create recommended processes and procedures for a resource

department

H-2: Monday June 4th, 1pm-2.15pm

Database Pruning: The Who, Why, When, and How

Have you ever asked yourself, when does a resource become unnecessary? In this workshop, discuss with 2-1-1 CT Resource Specialists the process of deciding how to consolidate a large, statewide database in order to regularly prune resources. Make space for new resources while continuing to keep your dynamic database a reflection of the ever-changing community needs. To prune or not to prune? That is the question. This session is relevant to any I&R maintaining a resource database.

Alana Kroeber, United Way of Connecticut/2-1-1, Rocky Hill, Connecticut; Ron Johnson, United Way of Connecticut/2-1-1, Rocky Hill, Connecticut

Background and qualifications of presenter(s) Alana Kroeber is the Director of Information Services at the United Way of CT/2-1-1. Alana is the business lead for the 2-1-1 Search Engine and other data projects and her team is responsible for maintaining the 2-1-1 CT resource database. Alana has been at 2-1-1 CT for 13 years and was formerly the quality assurance manager for the 2-1-1 CT Call Center.

Ron Johnson is a senior Resource Specialist at 2-1-1 Connecticut. Ron has been with 2-1-1 CT for 20 years and is responsible for maintaining a large portion of the 2-1-1 database, including all of the older adult services and national resources.


o Assess whether their own resource database needs pruningo Articulate benefits of database maintenance strategies like pruningo Identify potential areas for consolidation and deletion

H-3: Tuesday June 5th, 8.45am-10am

Taxonomy 101: The Heart of Data (Part One)


Want ideas for effective Taxonomy use? Ready to get to the heart of Target Populations? And what’s the impact of double indexing on your database? This workshop will help you understand how to more effectively use the Taxonomy for indexing and searching.

Steve Eastwood, 2-1-1 Arizona, Tempe, Arizona; Lacey Hanson, Oregon Aging & Disability Resource Connection, Portland, Oregon

Background and qualifications of presenter(s) Steve Eastwood has over 20 years of experience in I&R resources and coordinated the merging of databases into the current statewide 2-1-1 Arizona system. He is 2-1-1 Arizona’s supervisor and has presented on various resources subjects at every AIRS conference since 2013.

Lacey Hanson is the Program and Technical Specialist for the ADRC of Oregon and oversees I&R and Resource database entry statewide. She came to this position after supervising the Resource department at 211info of Oregon and SW Washington, where her career in Information and Referral started in 2010. Lacey is responsible for providing training, support and technical assistance to ADRC of Oregon staff. She has worked to develop evaluation and quality assurance tools for efficiency and success in both I&R and Resource Database. She is a member of the AIRS Taxonomy and Resource Database Committees and has participated in software development, upgrade and implementation. Lacey graduated from Portland State University in Administration of Justice and Spanish and subsequently obtained a Bachelor of Fine Arts degree from Oregon College of Art and Craft. Outside of the office, Lacey is a metalsmith and makes jewelry, knives and small sculpture.


o Effectively use the AIRS/211 LA County Taxonomy to index resource datao Explain the importance of Taxonomy use to I&R colleagues and others who may use public

versions of their databaseso Appreciate the general rules of Taxonomy useo Understand how to recognize and fix improperly indexed serviceso Create more effective resource searches for I&R Specialists and the general public

H-4: Tuesday June 5th, 10.30am-11.45am

Taxonomy 101: The Heart of Data (Part Two)

Want ideas for effective Taxonomy use? Ready to get to the heart of Target Populations? And what’s the impact of double indexing on your database? This workshop will help you understand how to more effectively use the Taxonomy for indexing and searching.

Steve Eastwood, 2-1-1 Arizona, Tempe, Arizona; Lacey Hanson, Oregon Aging & Disability Resource Connection, Portland, Oregon


Background and qualifications of presenter(s) Steve Eastwood has over 20 years of experience in I&R resources and coordinated the merging of databases into the current statewide 2-1-1 Arizona system. He is 2-1-1 Arizona’s supervisor and has presented on various resources subjects at every AIRS conference since 2013.

Lacey Hanson is the Program and Technical Specialist for the ADRC of Oregon and oversees I&R and Resource database entry statewide. She came to this position after supervising the Resource department at 211info of Oregon and SW Washington, where her career in Information and Referral started in 2010. Lacey is responsible for providing training, support and technical assistance to ADRC of Oregon staff. She has worked to develop evaluation and quality assurance tools for efficiency and success in both I&R and Resource Database. She is a member of the AIRS Taxonomy and Resource Database Committees and has participated in software development, upgrade and implementation. Lacey graduated from Portland State University in Administration of Justice and Spanish and subsequently obtained a Bachelor of Fine Arts degree from Oregon College of Art and Craft. Outside of the office, Lacey is a metalsmith and makes jewelry, knives and small sculpture.


o Effectively use the AIRS/211 LA County Taxonomy to index resource datao Explain the importance of Taxonomy use to I&R colleagues and others who may use public

versions of their databaseso Appreciate the general rules of Taxonomy useo Understand how to recognize and fix improperly indexed serviceso Create more effective resource searches for I&R Specialists and the general public

H-5: Tuesday June 5th, 2pm-3.15pm

Resource Conversations: Bigly Response Rates, Big League Response Quality

The classic dilemma all resource staff face is how to increase the number of agencies that will respond to an update request. Once responses start rolling in, the second-most classic dilemma appears with staff dealing with confusing and misleading information in the update itself. This guided conversation will address a few trending concepts that may improve response rate and response quality. This session will also involve a discussion component that will allow attendees to network and learn from one another.

David Erlandson, Greater Twin Cities United Way, Minneapolis, Minnesota; Elizabeth Kargbo, Info Line, Akron, Ohio



David Erlandson is has a background in library science with a focus on special collections and archives. He has worked in the I&R industry since 2013, participating in invigorating AIRS Networker discussions and various AIRS committees. He’s also a board member, so feel free to approach him about the direction of AIRS if you’re so inclined.

Elizabeth Kargbo is the Manager, 211 Information and Referral, for Info Line, Inc. in Akron, Ohio. She oversees all aspects of the program including supervising staff, services, the database, software and phone systems, social media, and special projects. The 2-1-1 Summit database consists of over 1,100 agencies and over 10,300 services, and the 2-1-1 Lorain database contains more than another 350 unique agencies and 3,200 services. Last year, her staff assisted more than 67,000 callers in Summit County and 14,000 in Lorain County. Also, community agencies and the pubic visit www.211summit.org over 169,000 times and www.211lorain.org over 37,000 times. Elizabeth has spearheaded projects such as revamping the websites, a 2-1-1 Lorain County App, and 2-1-1 OnDemand Text service for Summit County.


o Learn trending techniques to improve communications between the I&R and participating agencies surrounding annual updates

o Implement business practices to address “bear-market-like” response rates and response quality

o Network and learn from peers in the industry

H-6: Wednesday June 6th, 2.15pm-3.15pm

Resource Database Open House: Final Session

This post final-lunch session offers an issue-oriented drop-in to provide time for constructive reflection, collaborative problem-solving and final networking. The workshop will be facilitated and an online space set-up during the conference for people to post “let’s talk about” ideas if they are planning to attend. We will also be using it as an opportunity to follow-up with issues emerging from the other sessions on the Resource Database Track or any unanswered questions still remaining.

David Erlandson, Greater Twin Cities United Way, Minneapolis, Minnesota

Cross-References to Other TracksIn addition to the sessions listed above, people interested in the Resource Database Track, may also want to check out:


o “Accountable Community Care Hubs, Powered by 2-1-1” (B-2 and B-3 in the 2-1-1 Track)

o “Public Information Approaches in a Disaster” (D-4 in the Disaster Track)o “Introduction to APIs” (G-2 in the Technology Track)o “How to Increase Traffic to your Website? A Complete Guide for Non-Technical

People” (G-3 in the Technology Track)o “Let it Flow: How Resource Data Can Go Wherever People Want to Use It —

Reliably and Sustainably” (G-4 and G-5 in the Technology Track)o “Tweet Your Way to Success: Maximizing Twitter and other Social Media

Platforms” (J-8 in the For Everyone Track)

FOR EVERYONE TRACK

The sessions on this track are geared towards issues that have some relevance to all I&R providers. Remember, anyone can attend any session and that everything in I&R and I&A is connected.

J-1: Monday June 4th, 10am-11.15am

Keys to Conquer Stress for Enhanced Health and Improved Performance

This is a practical, hands on workshop where attendees will walk away with tools that can be used right now to help manage stress, improve work/life balance and enhance health and work outcomes. This workshop, though great for everyone, is perfect for the high stress, Type A individual that has trouble shutting down, relaxing, meditating and leaving work at work. You will learn mindfulness, meditation, affirmations, breathwork and the warning signs of stress. And we’ll get some laughs along the way.

Kathy Gruver, KathyGruver.com, Santa Barbara, California

Background and qualifications of presenter(s) Kathy Gruver, PhD has graced stages on three continents, two cruise ships and a handful of islands (including TEDx). Her combination of humor, performance background, real life experience and formal education makes her a well-rounded, in-demand speaker. She hosts the TV show based on her first book, The Alternative Medicine Cabinet and has earned her PhD in Natural Health. Dr. Gruver is the twelve-time award-winning author of seven books including, Conquer Your Stress, Workplace Wellness, Conquer your Stress at Work, and Journey of Healing. She has studied mind/body medicine at the famed Benson-Henry Institute for Mind-Body Medicine at Harvard and has been featured as an expert in numerous publications including Glamour, Fitness, Time, WebMD, Prevention, Huffington


Post and Dr. Oz’s The Good Life, and has appeared on over 250 radio & TV shows including Lifetime, NPR, CBS Radio and SkyNews London. In 2015 she had the privilege of creating a stress reduction program for the US Military and worked to help stop the underground sex trade in her community. For fun and stress relief Gruver does hip hop and flying trapeze.

Workshop ObjectivesAfter attending this workshop, participants will be able to:o Recognize the warning signs of stress o Master a mindfulness practice and mini meditation for improved relaxation and management of stresso Examine the connection between our words, thoughts and action and how using customized affirmations and visualization can stop stress and lead to a more fulfilled futureo Learn a simple breath exercise that will stop stress immediately. o Discover the difference between responding and reacting and how to make that choice in the moment for improved communication, cognitive function and personal relationships.

J-2: Monday June 4th, 1pm-2.15pm

Pay for Success – An Innovative Funding Model to Bring Proven Practices to Scale

Pay for Success is new funding model in operation in the UK and US, that leverages private capital for social good. PFS projects nationwide are being utilized to address homelessness, chronic mental illness, returning offenders, early literacy, etc. This funding model is designed to bring proven practices to scale where private capital has the promise of saving governments money while achieving a social good. Interface Children & Family Services has deployed the 20th national PFS funded project targeting recidivism reduction in Ventura County, California, and will be described as a model for how PFS works and can be applied in your state/jurisdiction. This workshop is suitable for organizational leaders, funders, and finance staff.

Erik Sternad, Interface Children & Family Services, Camarillo, California

Background and qualifications of presenter(s) Erik Sternad has served as the Executive Director of Interface Children & Family Services since 2007, a family strengthening agency in Ventura County that responds to nearly 200,000 statewide family members each year through mental health services, youth and family strengthening programs, returning offender programs, family violence intervention, 2-1-1 information and referral assistance (2-1-1 Ventura) and unique prevention and intervention services. Sternad received his Master’s degree in Marriage, Family Counseling from San Francisco State University and a Bachelor’s degree in Psychology from UC Berkeley. Sternad currently Co-Chairs the 2-1-1 US Steering Committee, Co-Chairs the 2-1-1 Data Systems Development Workgroup as a member of the 2-1-1 National Operating Group.

Workshop Objectives


After attending this workshop, participants will be able to:o Describe the Pay for Success funding modelo Identify several top “Intermediary” PFS partners across the nation, and their resourceso Understand “readiness factors” for agencies interested in using a PFS modelo Understand financial benefits and risks of various PFS models

J-3: Monday June 4th, 1pm-2.15pm

Connecting the Dots: The Community Information Exchange (Part One)

Last year, 2-1-1 San Diego presented the “Road to 360o Community Coordination” offering a road map of how to design, build and launch a regional Community Information Exchange using the power of technology and Social Determinants of Health as the compass to link social and health sectors together for a healthier community. Join us in this unique workshop to review the results of the San Diego Community Information Exchange since the launch of the 360o Community Coordination, including outcomes of processes, importance of sharing data and bi-directional referrals, best practices in provider relationships and partnerships, sustainability and funding, lessons learned and the vision and future for San Diego’s Community Information Exchange. This workshop is relevant to leaders of any organization serving in the I&R and 2-1-1 sector or looking to build and sustain a Community Information Exchange.

John Ohanian, 2-1-1 San Diego, San Diego, California; Alana Kalinowski, 2-1-1 San Diego, San Diego, California


o Hear firsthand the outcomes of the San Diego Region’s Community Information Exchangeo Hear and understand the importance of process and evaluation in building San Diego Region’s

Community Information Exchangeo Best Practices and Lessons Learned

J-4: Monday June 4th, 2.45pm-4pm

Connecting the Dots: The Community Information Exchange (Part Two)

Last year, 2-1-1 San Diego presented the “Road to 360o Community Coordination” offering a road map of how to design, build and launch a regional Community Information Exchange using the power of technology and Social Determinants of Health as the compass to link social and health sectors together for a healthier community. Join us in this unique workshop to review the results of the San Diego Community Information Exchange since the launch of the 360o Community Coordination, including


outcomes of processes, importance of sharing data and bi-directional referrals, best practices in provider relationships and partnerships, sustainability and funding, lessons learned and the vision and future for San Diego’s Community Information Exchange. This workshop is relevant to leaders of any organization serving in the I&R and 2-1-1 sector or looking to build and sustain a Community Information Exchange.

John Ohanian, 2-1-1 San Diego, San Diego, California; Alana Kalinowski, 2-1-1 San Diego, San Diego, California


o Hear firsthand the outcomes of the San Diego Region’s Community Information Exchangeo Hear and understand the importance of process and evaluation in building San Diego Region’s

Community Information Exchangeo Best Practices and Lessons Learned

J-5: Tuesday June 5th, 8.45am-10am

Human Trafficking: How to Spot It, Stop It and Find Recovery Resources

Human trafficking is a growing problem across North America. Traffickers and victims alike vary by age, gender, socio-economic status and nation of origin. The objective of the workshop is to: a) define human trafficking; b) review red flags; c) explore impact of trauma on re-victimization; andd) discuss intervention and recovery resources. This workshop is intended for everyone. Thoseparenting/serving youth or serving vulnerable populations such as immigrants/refugees, LGBTQ, youthinvolved in foster care and/or those with addictions are strongly encouraged to attend.

Shirley ‘Lea’ Urshan, 2-1-1 Alamo Region/United Way of San Antonio & Bexar County, San Antonio, Texas; Mallory Myers Vincent, Human Trafficking and Transnational/Organized Crime Section, Office of the Attorney General, San Antonio, Texas

Background and qualifications of presenter(s)Shirley ‘Lea’ Urshan received her BSW at Texas State University and her LMSW at Universityof Texas, San Antonio. She has been coordinating community workshops on trafficking awarenessworkshops since 2013. During that time, she has had the honor of working with dedicated members ofvarious professions that serve victims and protect from further victimization.

Mallory Myers Vincent is an Assistant Attorney General in the Human Trafficking and Transnational/Organized Crime Section of the Office of the Attorney General of Texas. During her time at the Office of the Attorney General, Vincent has been involved in the prosecution of traffickers in multiple jurisdictions around the state; has trained more than 3,000 people on human trafficking; and served as the point person for the development of the Office of the Attorney General’s human


trafficking training film, Be the One in the Fight Against Human Trafficking that was released in January 2018. Vincent is a former prosecutor with the Bexar County District Attorney’s Office, where she worked in the Criminal Trial Division and the Human Trafficking Unit.


o Distinguish the different forms of human traffickingo Define trauma bondingo Recognize three recruitment and grooming tactics traffickers useo Identify at least two resources to report suspected trafficking

J-6: Tuesday June 5th, 10.30am-11.45am

Reducing Turnover and Burnout within a Call Center

Would you like to develop a program to motivate, inspire and reward your employees? If so, this is the workshop for you. Whether you would like to invest in training, coaching or quality, there are many subjects to discuss specific to employee satisfaction in the workplace. This is not a ‘one size fits all’ approach, but rather a discussion of the methods in which to identify key motivators and build morale. We are also going to share and demonstrate tools and activities our organization has developed and successfully used for team building, incentives and initiatives. This session is particularly relevant to management, quality assurance specialists and trainers.

Cora Patterson, Jewish Community Services of South Florida, North Miami, Florida; Abby-Gail Thorney, Jewish Community Services of South Florida, North Miami, Florida

Background and qualifications of presenter(s) Abby-Gail Thorney is the overnight manager of Helpline Services with over 5 years of experience. She is a Certified Information and Referral Specialist (CIRS) and has her Crisis Worker Certification (AAS). As a manager Abby-Gail manages a team of 25 employees on Chat/Text/Calls. She has a passion for social work and following up with clients.

Cora Patterson is the daytime manager of Helpline Services with over 5 years of experience. As a manager she schedules a team of 25 employees on Chat/Text/Calls and overlooks operations. She is also responsible for recruiting and staffing. She is a Certified Information and Referral Specialist (CIRS) and has her Crisis Worker Certification (AAS).


o Assess agent motivation and moraleo Conduct an employee satisfaction surveyo Utilize a survey to identify areas of improvement


o Formalize and implement a staff motivation plano Create tools to promote initiatives and teamwork o Identify and Evaluate Areas for Improvement o Design Innovative Team Exercises o Utilize a Satisfaction Survey to Improve Morale

J-7: Tuesday June 5th, 2pm-3.15pm

Stress: Manage the Menace!

Stress — the brain’s normal response to life’s demands—is experienced by all of us, but most of us are aware that living in a chronic state of elevated stress levels can wreak havoc on our minds and bodies. Symptoms and repercussions of stress can manifest cognitively, emotionally, physically, and/or behaviorally—and the damage is not only personal! The profound ripple effect of these symptoms can often be felt by everyone around us (including family, coworkers, and those we serve), hurting relationships and diminishing professional effectiveness. This session provides a clearer perspective on the purpose of “normal” stress in our lives, while offering proven techniques for recognizing and successfully managing the unhealthy type.

Kate Kunk, CICOA Aging & In-Home Solutions, Indianapolis, Indiana

Background and qualifications of presenter(s) Kate Kunk, RN, CIRS-A/D, coaches family caregivers of individuals of all ages with a disability on behalf of CICOA Aging & In-Home Solutions, Indiana’s Area 8 Agency on Aging. Kate holds degrees in Nursing and Sociology, as well as certificates in Gerontology and Faith Community Nursing. In addition, she is a certified Caregiver Coach with the Rosalynn Carter Institute for Caregiving and is a Dementia Friendly Communities Trainer. Before joining CICOA, her advocacy and case management skills have taken her from homeless shelters in New York City’s Hell’s Kitchen and Virginia’s Roanoke Valley to a psychiatric clinic in Tennessee’s Great Smoky Mountains. Kate also worked extensively in the publishing industry, during which time she wrote and developed educational materials for McGraw-Hill and Pearson in the New York Metropolitan area. Facilitating improved quality of life for people of all ages is among Kate’s lifelong passions.

Workshop ObjectivesAt the conclusion of this workshop, participants will be able to:o Explain the difference between good and bad stress, and cite examples of their clinical impact

to humans. o Describe and demonstrate at least six proven techniques for consistently, effectively managing

the kind of stress that hurts us.o Recognize and successfully respond to signs of impending burnout.


J-8: Tuesday June 5th, 2pm-3.15pm

Tweet Your Way to Success: Maximizing Twitter and other Social Media Platforms

Whether you are looking to increase awareness of your valuable I&R services, advocate for members of your community based on your data, or engage donors to enhance your fundraising efforts, there are numerous strategies for success using Twitter and other social media platforms. This workshop will focus on easy and complex uses of existing social media platforms and tools to achieve your goals. This workshop is best for those with communications, fundraising, and leadership responsibility at 2-1-1s or other agencies. Participants should bring laptops or tablets if possible to fully engage with content.

Neil Parekh, United Way Worldwide, Arlington, Virginia

Background and qualifications of presenter(s)Neil Parekh oversees communications for the United Way network, serving over 13,000 staff and nearly 1,800 communities across more than 40 countries. He has significant experience in media relations, social media, brand management, and strategic communications and has worked with the United Way network locally and nationally since 2011. Neil is the mastermind behind the successful #UWChat initiative, hosting monthly Twitter Chats that consistently trend in the U.S. about a number of topics, and supports local United Ways craft communications strategies to both celebrate success and partnerships, and respond in times of crisis and emergency.


o Identify the best social media platform to use for a specific goalo Successfully implement at least two strategies for leveraging social mediao Understand and articulate the value of investing time to consistently use social media for their

agency/program

Cross-References to Other TracksIn addition to the sessions listed above, people interested in the For Everyone Track, may also want to check out … all the sessions in all the other tracks … !


Documents

AIRS Training and Education Conference 2004 · Web viewHer primary responsibilities included coordinating the development, maintenance and quality assurance process for Georgia’s