1. 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 info@cdkconsulting.com fhendry@findhelp.ca

2. 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.

3. Introductions Find some one you dont 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

4. Introductions, part 2 I&R Managers I&R Line Workers Database Staff

5. 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 services 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).

6. 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.

7. 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 inquirers right to accurate, comprehensive and unbiased information. Without a database, you have no I&R service.

8. 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

9. 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

10. 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.

11. 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.

12. 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

13. The Hidden Duties What else to Resource Specialists need to do? In order to perform those duties, what do Resource Specialists need to know?

14. 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.

15. 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.)

16. Different Approaches to Training Resource Specialists Everything you need to know is in the ABCs 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?

17. 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.

18. 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

19. 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

20. 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

21. Informal Training Resources for CRS Candidates Taxonomy Listserv AIRS Networker Listserv AIRS State or Regional Affiliate

22. 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.

23. 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

24. 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?

26. Certified Resource Specialist Exam Composition Inclusion/Exclusion Criteria10% of exam Record Structure/Data Elements25% of exam Indexing Principles25% of exam Classification System/Taxonomy10% of exam Database Maintenance10% of exam Service-Specific Questions15% of exam Indexing/Proofing Scenarios 5% of exam

27. Questions? Thank you for attending this session! We hope you found this session useful Enjoy the rest of the AIRS Conference!