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

2. 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

3. Value of a Resource Specific Training Manual – To New Employees Recognizes the different nature of the Resource Specialists job Contains all of the information a new employee needs Works as an going reference tool Helps employee move towards certification

4. 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

5. 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

6. Table of Contents Allows user to see all of the items included on one page Sets up an organizational system for the manual

7. 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

8. 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

9. General Considerations Manual will vary with organization Manual should be organized in an easy-to-use fashion

10. 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

11. Things to Include – General Organizational Factors Service area Partnerships Job Description Overview of local human service delivery system Ongoing meetings

12. 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

13. Things to Include – Information and Referral Basics ABCs of I & R AIRS Standards 2-1-1 information, both national and local, including history and current situation AIRS information including state chapter

14. Things to Include – Reading Material Reading materials from www.211taxonomy.org AIRS Toolkit AIRS Journal

15. Things to Include – Future Employee Expectations Ongoing trainings, online and in-person Performance reviews Certification expectations

16. 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

17. Things to Include – Resource Policies Inclusion/Exclusion policy Style Guide/data entry procedures – either AIRS version or self developed

18. Things to Include – Computer Use Software users guide Database structure – data elements List serves Website bookmark suggestions

19. Things to Include – Taxonomy/Indexing Taxonomy training reading materials Resources such as www.211taxonomy.orgwww.211taxonomy.org Indexing principles training Taxonomy exercises

20. 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

21. Things to Include – Resource Products Data requests/ mailing labels Newsletters Directories CDs Websites

22. Things to Include - Evaluations Training evaluations of trainee by trainers Training evaluations of trainer by trainee Training evaluations of trainee by trainee

23. 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

24. Disaster Preparedness Include disaster plan or reference organizations plan Include resource specific procedures such as maintaining information flow in absence of computers and finding information in a disaster

25. 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

26. 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

27. 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

28. Presenter Contact Information Vicki Carlson, C.R.S. United Way 2-1-1 Greater Twin Cities United Way 180 East 5 th Street, Suite 211 St. Paul, MN 55101 651-291-8402 carlsonv@unitedwaytwincities.org