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

Creating a Resource Specialist Training

Manual

AIRS ConferenceJune 1, 2009

Agenda

Benefits of having a Resource training manual

Checklist usage to build your manual Things to include the manual The manual as an ongoing reference tool Disaster preparedness Updating your manual

Value of a Resource Specific Training Manual – To New Employees

Recognizes the different nature of the Resource Specialist’s job

Contains all of the information a new employee needs

Works as an going reference tool Helps employee move towards certification

Value of a Resource Specific Training Manual – To Resource Department

Allows for complete and consistent training of resource staff

Allows for continuity despite turnover in the department

Establishes a written updating process and allows for a periodic review of that process

Establishes consistent documents to be used in the updating process

Value of a Resource Specific Training Manual – To the Information and Referral

Organization

More complete and accurate database Disaster preparedness Available for use during Accreditation

process by combining in one place the information needed to prove compliance

Table of Contents

Allows user to see all of the items included on one page

Sets up an organizational

system for the manual

Checklist

Can substitute for Table of Contents Ensures training of staff in all of the critical

elements of the job Establishes responsibility of the trainer for

each section by documenting the time, trainer and notes for each training item

Checklist

Creates a better training process through the development of the checklist

Is as detailed as needed Allows for flexible training as the schedule

of trainers and the learning curve of the new employee require

General Considerations

Manual will vary with organization

Manual should be organized

in an easy-to-use fashion

Things to Include – General Organizational Items

General office policies and procedures and HR policies, or reference other documents such as a general organization training manual or company handbook

Organizational chart, administrative structure

Training schedule – can be structured or flexible, can use checklist

Things to Include – General Organizational Factors

Service area Partnerships Job Description Overview of local human service delivery

system Ongoing meetings

Things to Include – Agency Specific

Resource lists – mental health hotlines, homeless shelters

Maps Training in specialized areas of coverage

such as aging, veterans, persons with disabilities

Things to Include – Information and Referral Basics

ABC’s of I & R AIRS Standards 2-1-1 information, both national and local,

including history and current situation AIRS information including state chapter

Things to Include – Reading Material

Reading materials from www.211taxonomy.org AIRS Toolkit AIRS Journal

Things to Include – Future Employee Expectations

Ongoing trainings, online and in-person Performance reviews Certification expectations

Things to Include – Information and Referral Specialist Training

Training on Information and Referral procedures and database searching methods, or reference separate training manual

Level of training will depend on experience of new employee

Things to Include – Resource Policies

Inclusion/Exclusion policy

Style Guide/data entry procedures – either AIRS version or self developed

Things to Include – Computer Use

Software user’s guide Database structure – data

elements List serves Website bookmark

suggestions

Things to Include – Taxonomy/Indexing

Taxonomy training reading materials Resources such as www.211taxonomy.org Indexing principles training Taxonomy exercises

Things to Include - Updating

Updating Procedure Overview and timeline Follow-up procedures New agency requests Finding new resources Inactivating agencies Sample letters/email messages

Paper filing system

Things to Include – Resource Products

Data requests/

mailing labels Newsletters Directories CDs Websites

Things to Include - Evaluations

Training evaluations of trainee by trainers Training evaluations of trainer by trainee Training evaluations of trainee by trainee

Manual as a Reference Tool

Includes commonly used documents such as inclusion/exclusion policy, style guide and other information that can be used as ongoing references

Makes them easy to find;

gives every employee a copy

Disaster Preparedness

Include disaster plan or reference organization’s plan

Include resource specific procedures such as maintaining information flow in absence of computers and finding information in a disaster

Disaster Preparedness (cont.)

Provides training of temporary emergency staff

Acts as a quick reference tool for ongoing staff

Develops advanced planning for a disaster which will aid in a smooth process during a disaster

Updating Manual

Need an interim updating process Need a formal, complete review at

established intervals including updating information and evaluating the process

Should be designed to allow for changes (3-ring binder, no page numbers)

Make sure all copies are updated

Thanks to:

Resource staff, Rose Donahoe and Natalie Schmidgall at United Way 2-1-1, St. Paul

Beth Diamond, Vermont 2-1-1 Amy Price, 2-1-1, United Way Capital

Area, Austin, Texas Raamesie Diakhaté, Seven County Services, Louisville, Kentucky

Presenter Contact Information

Vicki Carlson, C.R.S.

United Way 2-1-1

Greater Twin Cities United Way

180 East 5th Street, Suite 211

St. Paul, MN 55101

651-291-8402

[email protected]