Presentation on theme: "Alliance of Information and Referral Systems (AIRS) 2009 Conference PRESENTATION Transitioning from Keywords to Taxonomy in your Resource Department and."— Presentation transcript:
Alliance of Information and Referral Systems (AIRS) 2009 Conference PRESENTATION Transitioning from Keywords to Taxonomy in your Resource Department and your Call Center.
Richard LaPratt Call Center Director New Orleans, LA VIA LINK, Inc. Presenters Edward Perry Resource Manager Clearwater, FL 2-1-1 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?
Standards Standard 8 The 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.
Standards Standard 9 The 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 10 The 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.
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.
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?
Establishing a planning group Group should consist of 3-7 members of the one or more of following categories of staff: o executive director o call center manager o resource manager o resource specialists o 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 Transition Time Line Budget Design 8 hours Implementation Time Line 8 hours System Design 80 - 160 hours Software Work Flow 8 - 56 hours Train Resource Staff 8 - 56 hours Call 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 Transition Coordinating 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 Transition Coordinating and Implementation Stay Strong! (If you waiver, then they will waiver.) Don't be afraid to ask for help!
Planning Your Transition Devising Budget THIS IS NECESSARY! Taxonomy Enrollment Purchase Materials Needed Training Costs Incentive Costs Testing Costs Software Costs
Planning Your Transition Devising Budget Consultant Fees Staffing Costs Travel Per Diem
Planning Your Transition Trainer Requirements Competent Taxonomy Skills Preferrably Certified Ability to provide team-teaching effort with Keyword Expert
Planning Your Transition Training 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 Transition Training 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 Transition Training 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 Transition Training 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 Activity Training 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 Activity Training 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 Transition Training 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.
Building the excitement Communicate with enthusiasm Transition Reminders Involve staff in organizing events
Transition Advice Building the excitement Day of Transition Fun Activities o Throw a party o Play Games o Incentives (Buy T-Shirts, Contests, Prizes, Certificates) o Lots of Resource Tools
Transition Advice Database 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 Advice Database Decisions How long will it take your staff to code resources? Where do you start coding?
Transition Advice Database 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)
After Transition Operations Post 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 Operations Post Conversion Updated AIRS Standards - Version 6 Policy/Procedure Creation o Taxonomy Policy/Procedure o Database Search Policy/Procedure o Database Maintenance Policy/Procedure
After Transition Operations Post Conversion Updating your Community Planner/Partners and Community Trainings Reports will need to change