Transcript Grand Lac Presentation

Welcome to Reno and the AIRS Conference!
Getting the most out of your training for
Resource Specialists
Cathleen Kelly
CDK Consulting
2137 Maple Ave
Cortlandt Manor, NY 10567
914-629-4972
[email protected]
Faed Hendry
Manager of Training
Findhelp Information Services
543 Richmond Street West
Toronto, Ontario M5V 1C6
[email protected]
Session Objectives
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Discuss and review important elements when
designing an I & R Training Curriculum for Resource
Specialists.
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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.
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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:
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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
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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-todate?
• Are there suggestions to improve the training
program?
• Is the material provided user-friendly?
Certified Resource Specialist Exam Composition
Inclusion/Exclusion Criteria
Record Structure/Data Elements
Indexing Principles
Classification System/Taxonomy
Database Maintenance
Service-Specific Questions
Indexing/Proofing Scenarios
10% of exam
25% of exam
25% of exam
10% of exam
10% of exam
15% of exam
5% of exam
Questions?
Thank you for attending this session!
We hope you found this session useful
Enjoy the rest of the AIRS Conference!