Alliance of Information and Referral Systems (AIRS) 2009 Conference PRESENTATION Transitioning from Keywords to Taxonomy in your Resource Department and.

Alliance of Information and Referral Systems (AIRS)2009 Conference PRESENTATION

Transitioning from Keywords to Taxonomy in your 

Resource Department and your Call Center.

Richard LaPrattCall Center Director

New Orleans, LAVIA LINK, Inc.

Presenters

Edward PerryResource Manager

Clearwater, FL2-1-1 Tampa Bay Cares, Inc.

Disclaimer Today's Presentation is merely an opportunity to share our  experience moving from keywords to taxonomy. If you mess up your transition, your database crashes, or you lose all of your staff, please note...We take no responsibility!

Any errors that are made on the part of your agency or staff or database problems should be viewed as opportunities to learn.   Then you can share your knowledge with others!

We will not...In today's presentation we will not:

• talk about specific databases or technology; • explaining how to code for taxonomy;• solely lecture you unless you don't interact with us;• tell you what to do!

Agenda (what we WILL DO...)• AIRS Standards concerning taxonomy

• Why it is important to use the taxonomy over keywords

 • Evaluate your centers current search/coding

procedures • Planning your transition

Agenda (what we WILL DO...)• Transition Advice

 • After Transition Operations

Handouts• Center Self-Evaluation

 • Small Group Budgeting Exercise

 • Small Group Training Design

Key Discussions• Provide practical advice on how to help your

center switch from keywords to taxonomy. • Provide some transition ideas to help your center

switch from keywords to taxonomy.   • Give tips to help your center realize benefits of

taxonomy over keywords. • Help your center meet I&R Best Practices and

obtain Accreditation.

Before We begin...

What do you WANT or NEED to know before leaving here today?

Section 1

AIRS Standards 

StandardsStandard 8The I&R Service shall use a standard service classification system to facilitate retrieval of community resource information to increase the reliability of planning data, to make evaluation processes consistent and reliable, and to facilitate national comparisons of data.  Additional classification structures such as keywords may supplement the taxonomy. 

StandardsStandard 9The resource database shall be computerized, maintained by trained resource staff, updated through continual revision at intervals sufficiently frequent to ensure accuracy of info and comprehensiveness of its contents.

Standards Standard 10The I&R Service shall establish and use a computerized system for collecting and organizing inquirer data that facilitates appropriate referrals and provides a basis for describing requests for service, identifying service gaps and overlaps, assisting with needs assessments, supporting the development of products, identifying issues for staff training and facilitating the development of the resource information system.  Inquirer data includes information gathered during follow-up as well as that required during the

original content.  

Section 2

Why do it?

Why do it? • Because AIRS said so...

• It's a National Best Practice!

• Uniformed National Code Set.o Used across country with all I&R services;o Clearly defined terms;o Codes maintained for each I&R center nationally.

Why do it? • Simplifies coding for your resources.

• Improves accuracy of caller referrals.

• Accreditation requirement. 

• Helps with Statewide resource sharing and unified reporting.

Section 3

Self-Evaluation

Self-Evaluation Activity

Take a moment to answer the questions on the handout provided. 

 Lets discuss your answers or talk about

your concerns together.  

Evaluation • If you are the only expertise in your office, your

center is in danger! • THIS IS NOT A QUICK PROJECT!

• There are some factors to consider prior to to starting this project. 

Evaluation Additional Staffing Considerations• Who is right brained and good with analytical

activities such as reporting and data? • Who on your staff is consistently detail

oriented? 

Evaluation Additional Staffing Considerations • Who on your staff is a good translator

between the resource department and the call center? 

 • Who on your staff is the keyword expert?

Evaluation External Considerations

• How will you provide the necessary training to individual staff members to increase their taxonomy performance?

 • How will you train your community and local

community planners/partners regarding taxonomy?  

Evaluation External Considerations • How will your center communicate around this large

transition?

• How will your center handle an increase in call times and abandonment rates?

Section 4

Planning Your Transition

Planning Your Transition• Establishing a planning group

• Group should consist of 3-7 members of the one or more of following categories of staff:o executive directoro call center managero resource managero resource specialistso call center representatives

Planning Your Transition• Set a Positive Tone. Let excitement fill the air!

 • Remaining enthusiastic is key to transition

success. • Every good party needs a THEME!

• Set a realistic budget. There is always a cost!

Planning Your Transition• Find incentives for your center staff to move

forward with you.

• Make a realistic time line. • Adhere to your time line.

Planning Your Transition• Setting clear expectations and sticking to them.

 • When planning in group, be alert to

staffing/mgmt/outside party needs

Planning Your TransitionTime LineBudget Design                       8 hoursImplementation Time Line        8 hoursSystem Design                      80 - 160 hoursSoftware Work Flow               8 - 56 hoursTrain Resource Staff              8 - 56 hoursCall Center Work Flow            8 - 56 hours 

Planning Your Transition• Schedule frequent and on-going transition

check-ups with staff. • Provide frequent and on-going updates to all

center staff regarding the transition.•  • Provide structured and ample opportunities for

your center staff to vent.

Planning Your Transition• Understand you have to walk before you can

crawl. (Baby Steps)  • Involve staff in organizing events

Planning Your TransitionCoordinating and Implementation • Do your research. Realize you are not alone!

 • Set realistic expectations.

 • Set a clear direction for your centers staff. (Plan,

plan, plan.)  

Planning Your TransitionCoordinating and Implementation • Stay Strong! (If you waiver, then they will

waiver.) • Don't be afraid to ask for help!

Planning Your TransitionDevising Budget  THIS IS NECESSARY!  • Taxonomy Enrollment Purchase• Materials Needed• Training Costs• Incentive Costs• Testing Costs• Software Costs

Planning Your TransitionDevising Budget   • Consultant Fees• Staffing Costs• Travel• Per Diem 

Planning Your TransitionTrainer Requirements • Competent Taxonomy Skills• Preferrably Certified• Ability to provide team-teaching effort with

Keyword Expert  

Planning Your TransitionTraining• Since taxonomy is complex and an evolving skill,

staff will not learn it in one or two settings. 

• Evaluate your training effectiveness.

• Plan training design to meet your staff needs. • Plan a career path for your centers taxonomy

skills.

Planning Your TransitionTraining• Build in various levels of training for staff.

o fosters greater content understanding; o increases chances of skill increase of

staff; o increase chance of retention by adult

learners. 

Planning Your TransitionTraining• Taxonomy Introduction - What is

taxonomy? How it's structured? • Basics of Taxonomy - Tree Examination

and where to find certain codes, how codes are different, etc.

Planning Your TransitionTraining• Taxonomy for Searching - Basic Coding

Principles, how to search using taxonomy, how to find most popular resources (Call Center).

• Taxonomy for Coding - Advanced Coding, Pitfalls, etc. (Resource Department) 

Small Group ActivityTraining Design (Small Group Discussion)

• What tools, expertise, or other items might you need to implement this plan? 

• What pitfalls might you encounter implementing this plan? 

Small Group ActivityTraining Design (Small Group Discussion)

• How long will it take you to implement this plan? 

 • What do you do about staff who do not pick-

up the taxonomy easily?  

Planning Your TransitionTraining Evaluation/Follow-up • Evaluate your staffs skill retention and can they

implement the skills learned. • Plan for personal individual follow-up for each

individual staff at your center.  

Section 5

Transition Advice

Transition AdviceBuilding the excitement• Communicate with enthusiasm

 • Transition Reminders

 • Involve staff in organizing events  

Transition AdviceBuilding the excitement • Day of Transition Fun Activities

o Throw a partyo Play Gameso Incentives (Buy T-Shirts, Contests, Prizes, Certificates)o Lots of Resource Tools 

Transition AdviceDatabase Decisions • Train resource staff before call center staff. (Call

center staff is last to fully transition).  • To turn or not to turn off taxonomy codes?

 • How to handle updates while re-coding the

database? 

Transition AdviceDatabase Decisions • How long will it take your staff to code resources?

 • Where do you start coding?

Transition AdviceDatabase Conversion Starting Points • Most used terms first (Basic Needs: Utility,

Rent, Food. Shelter, Housing) • Least used terms first (Disaster, Special

Projects, Home Loans, Local Transportation, etc.)

 • Smallest section of Taxonomy first (Consumer

Services, Environmental Quality)  

Section 6

After Transition Operations

After Transition OperationsPost Conversion

Once your transition is complete, you must learn to fly (the work is not done): • Resource Staff should regularly update call center

staff regarding taxonomy code changes.

After Transition OperationsPost Conversion • Updated AIRS Standards - Version 6

Policy/Procedure Creationo Taxonomy Policy/Procedureo Database Search Policy/Procedureo Database Maintenance Policy/Procedure

After Transition OperationsPost Conversion • Updating your Community Planner/Partners and

Community Trainings • Reports will need to change

Section 7

Large Group Activity

Large Group ActivityActivity Brainstorm

 How will you involve your front line

staff in this transition? 

Large Group ActivityActivity Brainstorm

 How will you make your transition fun

and interesting for your staff?

Large Group ActivityActivity Brainstorm

How will you inform and educate community planners/partners about

taxonomy? 

Large Group ActivityActivity Brainstorm

What is the best method to retrain your local community?

Large Group ActivityActivity Brainstorm

 How are you going to report to your

funders during the transition? 

Richard [email protected]

Edward [email protected]

Contact Information

The End

THANK YOU and 

May the SCHWARTZ Be Wit Cha!