1. How to develop and implement an internship program
Tanya Kahl, 211 Manager
Info Line (Akron, Ohio)

2. Info Line
Non-profit organization, incorporated in 1975 to provide Information and Referral in Summit County
Operate five main programs
Provide 24/ service for Summit and Lorain Counties, Ohio
Provide after-hours service for 6 additional counties

3. Info Line Background (continued)
Answer approximately 97,000 calls per year (2-1-1 calls and other contract calls)
Since 2001, Info Line has lost about 50% of the revenue to support for Summit County
Daytime I&R Specialists reduced from approximately 6 FTE to 2 FTE
Calls continue to increase
Increased management time overseeing new contracts to help support operations

4. Help!

5. Info Line’s Intern Program
In January 2009, started offering internships with Emergency Food Clearinghouse and MedAssist
In November 2011, began offering full internship
Expanded in fall
In Spring 2013 had seven social work interns

6. Impact of Intern Program

7. Impact of Intern Program
13% increase in calls answered
Reduction in abandoned calls
Reduction in hold times
Improved morale
Resource updates
Other projects

8. Getting Started Buy-in at your agency
Identify staff to recruit/train/supervise
Identify potential programs at universities and community colleges and learn their requirements
Decide minimum number of hours for each internship
2-1-1 : 200 hours during a semester
Food referrals : 64 hours over a minimum of 2 months
Get started!

9. Public Administration
Potential Interns
Associates
Social Service Technology
Communications
Library
Science
Public Administration
SOCIAL WORK
Undergraduate
Emergency Management
Masters
Psychology IT

10. Recruitment Meet with potential programs
Find out if colleges have Career/Internship Office
Find out about websites for posting internships
Post on your website and let board/partners know

11. Sample Internship Posting

12. Selection Process
Develop position description(s) and application process
Interview each candidate
Make sure intern understands the type of work
Check references
Determine whether to conduct a background check

13. Orientation

14. Sample Training Schedule (Day 1-2)
Training Schedule--(Monday, Wednesday 9-5)
Date
Time
ABC's of I&R Section #
Person Responsible
Description
1/14/2013
9:00
Mary
Orientation--picture, agency tour, introductions to staff
10:00 1
Introduction to I&R 2
I&R Process; Code of Ethics
11:00 6
Confidentiality; include Info Line Policy
12:00
Break
1:00
Expectations
1:30
Shadow Staff
3:30--5:00
Read ABC's of I&R 1,2,6, 9 and 22
Do scenarios of what is Information only and what is a referral
1/16/2013
9:30
Tanya
Computers, phones, s, network drives, log-ins; accessing Refer-Net 22
Taxonomy 9
Refer for searching
Practice searching
2:30
Questions/Open Discussion; Review scenarios
3:00
Shadow staff
4:00
Review Sections 9 and 22.
Read Sections 4, 5, 18

15. Training Manual Table of Contents
Sections from ABC’s of I&R
Additional Sections 1
The Nature of Information and Referral 1A
Expectations 2
From Greeting to Closure – The I&R Process 2A
I&R Process (Practice determining whether Information or Referral Call with sample calls)
Practice communication techniques and assessment techniques 2B
Code of Ethics 3
Empowerment and Advocacy 3A
Advocacy Policy and Procedure 4
Crisis Intervention 4A
Crisis Intervention Policy and Procedure 4B
Abuse Reporting Procedures 5
Follow Up 5A
Follow Up Policy and Procedure 6
Confidentiality 6A
Confidentiality Policy and Procedure
Discuss process of obtaining verbal consent anytime name will be shared with an agency
Written consent for emergency food line is signed at pantries 7
Values, Awareness and Self-Determination 8
Responding Effectively to “Challenging” Inquirers 9
Using the Resource Database for I&R Referrals 10
Disaster and the I&R Specialist
10A
Info Line’s Role in Disasters
Applicable sections of Emergency Procedures 11
Special Populations –Serving Diverse Communities
11A
Using Language Line for Interpreting
Ohio Relay Service 12
Serving People with Addictions
After each section is read, trainee should discuss that population with supervisor and conduct relevant searches in ReferNet to help increase awareness of services for that population. Supervisor will assign these throughout the internship. 13
Serving Older Adults 14
Serving Young People 15
Serving People with Mental Illness 16
Serving Miltary Personnel and their Families 18
Stress Management and the Limits of I&R 19
Working in an I&R Call Center
18A
Review call monitoring form
Review some reports from Taske
23A
Taxonomy Section
Inclusion/Exclusion Criteria Using ReferNet
Principles of Indexing and Taxonomy Structure Introductory Taxonomy Exercise
Taxonomy Structure and Types of Terms I&R Poster with Annual Statistics
Search Techniques Top Referred Services and Agencies

16. Learning Contracts

17. Supervision Requirements of Supervisor Weekly meetings
Call monitoring/Coaching
Evaluation/Grades
Meetings with faculty liaison

18. Supplemental Work Customer Satisfaction Surveys Follow up calls
Contacting agencies regarding resource updates
Outreach events
Piloting new activities
Presenting at staff meetings
Shadowing management or staff at meetings
Site visits to agencies

19. And maybe… Data analysis Analyzing phone recordings Writing grants
Identifying potential funders
Helping create specialized directories
Social media posts
Reviewing newspapers/websites for resources
Program development

20. Intern Evaluation of our Program
Most beneficial to career development
Least beneficial to career development
Training
Supervision
Projects

21. End of Internship Thank you card signed by staff in department
Small gift bag/gift card (~$15)
Treats

22. Miscellaneous Tips
Post intern and volunteer photos and names on bulletin board in breakroom
Food and meeting with I&R staff before start of year
Block off supervisor’s calendar during first month of internship
Develop a system for tracking intern/volunteer hours

23. What worked well Increased capacity to answer calls
Reduced stress for regular staff
Interns are enthusiastic and energetic
Being selective about interns
Social work interns
Team approach to training
Experienced staff mentoring interns
Hiring interns after internship

24. Challenges Time required for training and supervision
Time required to oversee project work
Developing a steady stream of interns
Staff resistance
School breaks/gaps in intern availability
Not all interns work out

25. Why develop an intern program?
Answer more calls
More time for each caller
Increase staffing during peak hours/days/seasons
Higher time commitment than most volunteers
Social work students have good background
Extra projects can work on
Valued by funders

26. Sample Documents Available
Internship Posting
Intern/Volunteer Manual
Interview Questions
Training Schedule
Training Manual Table of Contents
Learning Contract
Evaluation Form for Interns

27. Contact Information
Tanya Kahl
Manager, 211 and MedAssist
Info Line
703 South Main Street, Suite 211
Akron, OH 44311
(330)