Welcome to Reno and the AIRS Conference! Getting the most out of your training for Resource Specialists Cathleen Kelly Faed Hendry CDK Consulting Manager.

Welcome to Reno and the AIRS Conference! Getting the most out of your training for Resource Specialists

Cathleen Kelly Faed Hendry

CDK Consulting Manager of Training

2137 Maple Ave Findhelp Information Services

Cortlandt Manor, NY 10567 543 Richmond Street West

914-629-4972 Toronto, Ontario M5V 1C6

[email protected] [email protected]

Session Objectives• Discuss and review important elements when designing

an I & R Training Curriculum for Resource Specialists.

• To review and discuss strategies for pre-service, on the job and in-service training & development of resource staff.

• To identify not only what to train on but how to deliver the training.

• To discuss, share and learn from each other about best practices, what is working and what is not working.

Introductions

Find some one you don’t know

Spend a few moments to introduce yourself, your agency and your role and identify one challenge of training Resource Specialists

Be prepared to briefly discuss the challenges that you identified

Introductions, part 2

I&R Managers

I&R Line Workers

Database Staff

What the AIRS Standards Say

Training for resource staff includes an overview of the local community service delivery system, inclusion/exclusion criteria for the resource database, data elements, Taxonomy indexing, database maintenance procedures, use of the I&R service’s software, development and distribution of database products and, when appropriate, training in the area of specialization of the I&R service (e.g., disability issues, aging issues).

AIRS Training Standard

The AIRS Standard states that the I&R Service shall have a training policy and make training available to paid and volunteer staff.

The AIRS Training Standard provides the framework but not the content of your I & R Training.

Why is training Resource Specialists so vital?

• Your I&R service is only as good as your resource database and your database is only as good as the Resource Specialists that maintain it.

• The database includes resources that support the inquirer’s right to accurate, comprehensive and unbiased information.

• Without a database, you have no I&R service.

Resource Specialists and AIRS Standards

Resource Specialists are responsible for helping your organization meet AIRS Standards

• Required for Accreditation

• Required for Excellence

• Standards 7-12 discuss databases

AIRS Standards

Area II - Resource Database

Standards 7 - 12 Inclusion/Exclusion Criteria Data Elements Classification System/Taxonomy Content Management and Indexing Database Search Methods Database Maintenance

Database Standards

Standard 7: development of inclusion/exclusion criteria for the database;

Standard 8: development of a standardized profile for each organization listed in the resource database

includes 17 required, six recommended and seven optional data elements;

Standard 9: indexing the database in a meaningful manner to allow retrieval of the information therein;

Standard 10: adherence to a classification system or taxonomy

Standard 11: regular maintenance of the database.

Training Begins with the Hiring Process

What are the qualities and competencies that you are looking for?

• Ability to write, edit and proof written material • Sound interviewing and interpersonal skills• Technical proficiency with computer software

and hardware applications. • Ability to create short written abstracts that can

quickly convey essential concepts. • Having a passion for detail.

Resource Specialist Training: What to Include?

We all know that training for Resource Specialists should include:

• Inclusion/Exclusion Criteria• Data Elements (Required and Recommended)• Content Management and Indexing• Database Search Methods• Database Maintenance and Back-up Procedures• Updating and Verification Procedures

The Hidden Duties

What else to Resource Specialists need to do?

In order to perform those duties, what do Resource Specialists need to know?

Required Skills for Resource Specialists

The Resource Specialist must have the analytical skills to take information about an organization (which may be extremely complex), break it down conceptually, and then reorganize it into an entry or series of entries that accurately reflect the agency, its services, its programs and its sites.

Duties of Resource Specialists

• Keeping the resource database up-to-date;• Producing printed and/or electronic

directories or any other database products (such as mailing labels or database on the web);

• Supporting the community’s need for information by disseminating call center statistics (the number and types of services requested, unmet needs in the community, etc.)

Different Approaches to Training Resource Specialists

“Everything you need to know is in the ABC’s of I&R. Just read sections 19 – 24 and then you will be good to go.”

What is wrong about this approach?

What is right about this approach?

Making Training Stick

There are essentially two elements that make training stick.

Retention of the information being presented; and synthesizing the skills – putting them into practice in a live environment. These are two quite different concepts, and one does not necessarily follow the other.

What people know and what people do are two very different things.

Ten Criteria to Make Training Stick

1. Train using visual, auditory, kinaesthetic and tactile tools

2. Make skills relevant and related

3. Use low density classes

4. Use short classes and short modules

5. Repeat the message often

6. Keep the message consistent

7. Provide the learner with motivation

8. Provide the learner with confidence

9. Provide the learner with support

10.Provide the learner with feedback

The Four Learning Styles

1. Visual learners are those who learn through seeing things.

2. Auditory learners are those who learn best through hearing things.

3. Kinesthetic learners learn best by doing.

4. Tactile learners learn best by writing, drawing and taking notes

Formal Training Resources for CRS Candidates

• Essential Learning Courses• AIRS Approved• Cost Effective (~$10/training hour)• www.AIRS.org - look for “Training”

• ABCs of I&R• Benefit of AIRS membership• Updated every year

• Taxonomy articles• www.211taxonomy.org - go to “Resources”• Important concepts explained thoroughly

Informal Training Resources for CRS Candidates

Taxonomy Listserv

AIRS Networker Listserv

AIRS State or Regional Affiliate

Develop a Training Checklist

• It is critical that each I&R organization has a training checklist to ensure that you are covering all of the necessary areas.

• The checklist may include the topic, time allocated, the trainer, materials required and outcomes and comments.

• There are a number of checklists and related training resources available from the I&R Toolkit from the AIRS website.

Resource Department Training Checklist

Resource Department Products and Services Inclusion/Exclusion Policy Taxonomy Training Updating Procedures New Agency Requests/Inactivating Agency Procedures Data Requests/Labels Style Guide and Data Entry

Evaluation of the Training Program

• Provide an opportunity in which to solicit honest & constructive feedback.

• Is the content of the training program up-to-date?

• Are there suggestions to improve the training program?

• Is the material provided user-friendly?

Certified Resource Specialist Exam Composition

Inclusion/Exclusion Criteria 10% of exam

Record Structure/Data Elements 25% of exam

Indexing Principles 25% of exam

Classification System/Taxonomy 10% of exam

Database Maintenance 10% of exam

Service-Specific Questions 15% of exam

Indexing/Proofing Scenarios 5% of exam

Questions?

Thank you for attending this session!

We hope you found this session useful

Enjoy the rest of the AIRS Conference!