Sunday Intensives - AIRS



AIRS CONFERENCE PROGRAM 2019For more information, go to conference TOC \o "1-1" \h \z \u Sunday Intensives PAGEREF _Toc3379633 \h 1Aging and Disabilities Track PAGEREF _Toc3379634 \h 32-1-1 Track PAGEREF _Toc3379635 \h 16Disaster Track PAGEREF _Toc3379636 \h 24I&R Service Delivery Track PAGEREF _Toc3379637 \h 30Serving the Military Track PAGEREF _Toc3379638 \h 37Resource Database Track PAGEREF _Toc3379639 \h 42I&R Management Track PAGEREF _Toc3379640 \h 49Data and Technology Track PAGEREF _Toc3379641 \h 55For Everyone Track PAGEREF _Toc3379642 \h 62Sunday IntensivesThe Essentials of Excellent I&R Service DeliveryThis workshop is for front-line I&R professionals who are relatively new to the field or for more experienced staff who intend to secure their CRS or CRS-A/D certification. This interactive and participatory session will address the practical application of performance-based competencies, the ‘how-to’ of conducting an effective needs assessment and dealing with a range of client inquiries and types. This Intensive covers all the fundamentals and enhancements involved in delivering a quality I&R service.Faed Hendry, Findhelp Information Services, Toronto, Ontario; Altise Street, 2-1-1 Virginia, Richmond, VirginiaBackground and Qualifications of PresentersFaed Hendry is the Manager of Training and Outreach with Findhelp Information Services in Toronto, Ontario. He has delivered hundreds of training workshops related to I&R. He is an AIRS Past-President and has served as the Chair of the AIRS Standards Committee and is also an AIRS Accreditation Site Reviewer. He has worked in the field since 1989.Altise Street has been with 2-1-1 Virginia for more than 11 years and has worked as everything from a community resource specialist to an outreach manager. She has an MBA from University of Phoenix.Identifying and Assisting People at Risk of Suicide in an I&R ContextMany Community Resource Specialists are apprehensive about engaging with clients about the issue of suicide and worry that they aren’t prepared to handle such a crisis. This AIRS Intensive will help participants overcome that fear and relate the skills they already have as I&R professionals to the skills needed to help a person at risk of suicide. Participants will receive tools and training on how to ask about suicide, listen to the narrative of the person at risk, identify risk factors, and other protective elements and integrate them into safety plans and connections to crisis and other mental health services. This session is aimed at I&R trainers and frontline professionals looking to increase their capacity and understanding around responding to suicide risks.?Shye Louis, National Suicide Prevention Lifeline, Rochester, New York; Emma Potter, Canadian Mental Health Association – Edmonton Region, Edmonton, Alberta?Background and Qualifications of PresentersShye Louis has worked for crisis intervention and I&R programs since 1989, serving in capacities from volunteer crisis counselor through 211 center management.? Shye has a Master’s Degree in Counseling & Human Development from St. Lawrence University.? She is a member of the Board of Directors for the National Association of Crisis Center Directors, and the Alliance of Information and Referral Systems. Shye is currently the Program Manager for Clinical Best Practices at the National Suicide Prevention Lifeline where she leads efforts to define and expand knowledge and expertise in suicide prevention, and provides technical assistance to crisis centers related to Lifeline's best practices.?Emma Potter has worked with the 211 program at the Canadian Mental Health Association since 2012. Starting as an I&R Specialist and working her way up to Manager of the Help Lines Program supervising both the 211 program and a 24/7 distress line. She is a Certified AIRS Community Resource Specialist as well as a Certified Crisis Worker with the American Association of Sociology.An Introduction to Standards-Driven Resource Database CurationThe AIRS Standards on resource database management are the foundation of the everyday quality that is expected from an I&R program. This AIRS Intensive will help Resource Database Curators better understand and apply these standards in the context of their work. This session is for resource database professionals who are relatively new to the field or for more experienced staff who intend to secure their CRS-DC certification. The Intensive will cover all the fundamentals and enhancements involved in creating and maintaining a quality I&R resource database.Laura James, 211 LA County, Los Angeles, California; Kathy Sheridan, Michigan 2-1-1, Lansing, MichiganBackground and Qualifications of PresentersLaura James is the Resource Information Systems Director for 211 LA in Los Angeles, California. She fell into the world of Resources six years ago and now is a self-professed Resource Nerd. Her previous experience includes private sector work as a manager of training at companies such as JPMorgan Chase. Laura holds an MBA as well as a Masters of Human Resources.Kathy Sheridan previously worked as a Resource Specialist for the United Way for Southeastern Michigan in Detroit, before moving to her current position as the Statewide Quality Assurance Coordinator for Michigan 2-1-1. Her previous experience includes crisis line supervision, resource management, and data analytics at Common Ground in Pontiac, Michigan. Kathy holds a Masters in Public ic ReferenceWe recognize that there are certain topics that a certain center may have a particular interest in due to the work they are currently involved in. We have pulled out some of this year’s most pertinent and pressing topics and have cross referenced them in the program for your convenience. Abuse Prevention and RecognitionA2; A10Community PartnershipsA3; A6; A7; A9; A8; B1; B2; B4; B5; C2; C3; C7; D1; D2; D3; D4; D5; D6; D7; D8; F2; F3; F8; H2; J3; J7Data UseB3; E1; G3; G6; H1; H4; H5FundingB3; B7; B8; D6; F4; H2; H4; J1Government BenefitsA1; A11; A12; A14Healthcare and Social DeterminantsA6; B2; B8; F5; H3; J3; J5Legal and CriminalA12; B6; C1; D4OutreachA2; A11; G2Person Centered ApproachA13; C3; C4; D7; E1; E4; E5; E6; E7; E8Policy and LawA4; A5; C2; J6Self-CareC5; E2; E3Substance Use Disorders and Mental HealthB4; B5; C1; J9TechnologyA7; A9; B1; B3; C6; F5; G3; H1; H3; H7; H6; J2TrainingA5; D3; D7; D8: G1; F1; F7; F6; G4; G5; J2; J4; J6; J9TransportationA3; A8; J7Aging and Disabilities Track Brought to you by the National Association of States United for Aging and Disabilities (NASUAD) The sessions on this track are geared towards issues distinct to the operation of Aging/Disabilities services. However, there are sessions here of interest to people working in other areas of I&R, plus there are sessions in other tracks relevant to Aging/Disabilities providers. Remember, anyone can attend any session and that everything in I&R is connected.A-1: Monday June 3rd, 10 am – 11:15 amConnecting Youth with Disabilities in Poverty:? PROMISE Lessons LearnedGovernment BenefitsEngaging and connecting youth with disabilities in poverty and their families to services presents unique challenges. Promoting the Readiness of Minors in Supplemental Security Income (PROMISE) is a 5-year research grant funded by the U.S. Department of Education.? The six sites involved provided interventions to improve academic, career, and financial outcomes for youth with disabilities receiving supplemental security income (SSI) benefits and their families.? The presenters will share lessons learned about ways to engage, and how to provide information and referrals that yield results.?Jade Gingerich, Maryland Department of Disabilities, Baltimore, Maryland; Ellie Hartman, Department of Workforce Development, Madison, Wisconsin ?Background and Qualifications of PresentersJade Gingerich is Director of Employment Policy and Maryland PROMISE Project Director for the Maryland Department of Disabilities, the national’s only cross disability Cabinet level agency in the country.? MDOD fields numerous constituent calls, emails and letters and serves as a primary hub for information and referral for the disability community in Maryland.?Dr. Ellie Hartman, the Wisconsin PROMISE Project Manager and a Senior Scientist at the University of Wisconsin-Stout Vocational Rehabilitation Institute (SVRI), is currently leading efforts across four state agencies and university partners to analyze Wisconsin PROMISE data and share lessons learned to improve outreach, referrals, services and supports for youth with disabilities.???Workshop Objectives:After attending this workshop, participants will be able to:Address the misperceptions regarding the impact of work on disability benefitsDevelop print and training materials that effectively engage hard to serve populationsIdentify 3 of the most effective means of communicating with youth with disabilities and their familiesA-2: Monday June 3rd, 10 am- 11:15 amSupports and Tools for Elder Abuse Prevention from NCEA and n4aAbuse Prevention and Recognition, OutreachEveryone, regardless of age, deserves to live healthy and happy lives that are free from abuse. Older people are mistreated more often than we think. In this workshop, representatives from the?National Center on Elder Abuse (NCEA) and National Association of Area Agencies on Aging (n4a) will introduce a collection of practical and customizable tools your agency can use to engage and educate your community about the role everyone can play in preventing elder abuse. This session is relevant to anyone committed to creating a society free from abuse and neglect. Patrice Earnest, Director, Eldercare Locator, National Association of Area Agencies on Aging (n4a), Washington, District of Columbia; Kimmy Moon, Project Assistant, National Center on Elder Abuse at the Keck School of Medicine at the University of Southern California, Alhambra, CaliforniaBackground and Qualifications of PresentersPatrice Earnest, CRS-A/D, CRS-DC serves as the Director of the Eldercare Locator, an n4a-operated, person-centered call center funded by the Administration on Aging within the Administration for Community Living. Previously, she was with the Atlanta Regional Commission, Area Agency on Aging for 26 years where she coordinated Georgia’s statewide provider resource database. Kimmy Moon serves as Project Assistant at the National Center on Elder Abuse (NCEA) at the Keck School of Medicine at the University of Southern California. Kimmy guides the Center’s STEAP (Supports and Tools for Elder Abuse Prevention) Initiative, coordinates Volunteer Consumer Committee activities, and develops and curates content for social media.Workshop Objectives:After attending this workshop, participants will be able to:Identify general trends in the Aging Network’s elder abuse outreach resource needs and tools to address those needsCreate customized elder abuse outreach resources for their communities Identify ways to seamlessly and effortlessly incorporate elder abuse prevention information to existing outreach activitiesA-3: Monday June 3rd, 1 pm- 2:15 pmEvery Ride Counts: An Information and Education Campaign Helping Local Programs Promote Transportation OptionCommunity Partnerships, TransportationCommunity Resource Specialists recognize the importance of coordinating with local programs to effectively and efficiently get the word out about transportation services in their communities. This session will provide an overview of Every Ride Counts, a new national campaign recently launched by the National Aging and Disability Transportation Center that is designed to support local community efforts to promote transportation programs and connect individuals in the community with these services. Those who attend will obtain access to organized and easy-to-use materials for better promotion of the services. This session will also showcase local programs participating in the Every Ride Counts. Melissa Gray, National Association of Area Agencies on Aging (n4a), Washington, District of ColumbiaBackground and qualifications of presenter(s) Melissa Gray joined the National Association of Area Agencies on Aging in January 2017. As Program Manager of the National Aging and Disability Transportation Center (NADTC), she serves as a resource on accessible community transportation addressing the needs of older adults and people with disabilities.? She provides program management, communications, and programmatic support to the NADTC leadership team and to internal/external partners that are also working to promote accessible transportation options in their local communities. Melissa has more than 10 years’ experience in aging programs, all with the focus of enhancing the quality of life of older adults through designing programs and initiatives that promote an independent and inspiring lifestyle for seniors.? Melissa holds a MS in Gerontology from Texas Tech University and BS in Communication Studies from the University of Texas at Austin.Workshop ObjectivesAfter attending this workshop, participants will be able to:Gain an understanding of how the Every Ride Counts campaign can encourage successful partnerships between transportation and Information and Referral programs. Describe how the services offered by the National Aging and Disability Transportation Center (NADTC) assist older adults and persons with disabilities and caregivers in identifying transportation options. Identify and coordinate with local transportation programs who are participating in the Every Ride Counts campaign and how to develop a protocol to connect individuals to these transportation resources.A-4: Monday June 3rd, 1 pm – 2:15 pmDevelopments in Aging and Disability Policy: A National Perspective – Part OnePolicy and LawJoin this session to learn about the latest in aging and disability policy from your national I&R/A partners. This session will provide I&R/A professionals with a review of current issues in aging and disability policy, financing, and service delivery. During Part I, presenters will share key updates and developments from the U.S. Department of Health and Human Services, Administration for Community Living (ACL), and the National Association of Area Agencies on Aging (n4a), with a focus on the aging network. Sherri Clark, Administration for Community Living, U.S. Department of Health and Human Services, Washington, District of Columbia; Autumn Campbell, National Association of Area Agencies on Aging (n4a), Washington, District of ColumbiaBackground and Qualifications of PresentersSherri Clark is a Senior Aging Services Program Specialist within the Office of Supportive and Caregiver Services of the Administration on Aging, an agency of the U.S. Administration for Community Living (ACL). Ms. Clark manages several consumer information projects and a variety of grants, including the Eldercare Locator, a toll-free telephone line and website that connects older persons and their caregivers with services and opportunities at the state and local levels. Ms. Clark has held several positions within AoA/ACL in the past 29 years. Prior to ACL, Ms. Clark worked 10 years with the Social Security Administration. A native of Washington, DC, she received a B.S. in human services from Lincoln University and an MSW degree from Howard University.Autumn Campbell joined n4a in March 2014 as Director, Public Policy and Advocacy. In this role, Autumn supports all and leads many of the association’s public policy and advocacy efforts. Autumn brings a broad portfolio of experience to the position and has worked for nearly 10 years for DC-based associations and nonprofits. Autumn has experience in transportation, workforce development, rural development, housing, and community and social services policies and federal programs. She has also worked both for Congress and as a reporter for the Capitol Hill–based publication Roll Call, where she gained an extensive understanding of the legislative process.Workshop Objectives:After attending this workshop, participants will be able to:Identify key policy and legislative developments impacting services for older adults and persons with disabilities.Describe trends and innovations in service delivery at the federal, state, and local levels.Understand challenges and opportunities in financing and sustaining services. A5: Monday June 3rd, 2:45 pm- 4 pm Developments in Aging and Disability Policy: A National Perspective – Part TwoPolicy and Law, TrainingJoin this session to learn about the latest in aging and disability policy from your national I&R/A partners. This session will provide I&R/A professionals with a review of current issues in aging and disability policy, financing, and service delivery. During Part II, presenters from the National Council on Independent Living (NCIL) and the National Association of States United for Aging and Disabilities (NASUAD) will share key updates and developments in disability policy, Medicaid, and home and community-based services. Lindsay Baran, National Council on Independent Living, Washington, District of Columbia; Damon Terzaghi, National Association of States United for Aging and Disabilities, Washington, District of Columbia Background and Qualifications of PresentersLindsay Baran is a Policy Analyst and the Disability and Aging Specialist at the National Council on Independent Living. She manages NCIL’s project on Independent Living and aging, and she helps to implement NCIL’s legislative and advocacy activities. Lindsay works on a variety of issues relevant to people with disabilities and aging networks, and she works closely with the Administration for Community Living and national aging and disability organizations.Damon Terzaghi is a Senior Director at NASUAD. In this role, he is responsible for leading NASUAD’s policy work, including analyzing federal and state legislation and regulations; providing technical assistance to state entities on Medicaid programmatic and policy issues; establishing the association’s priorities regarding the Older Americans Act and related programs; and researching national trends around long-term services and supports. Prior to joining NASUAD, Mr. Terzaghi served as Vice President for the Marwood Group LLC where he led the group’s Medicaid research practice. Mr. Terzaghi has served as a Health Insurance Specialist for the Centers for Medicare and Medicaid Services (CMS) where worked on Medicaid policy, including home and community-based services, behavioral health, eligibility, and managed care. Workshop Objectives:After attending this workshop, participants will be able to:Identify key policy and legislative developments impacting services for older adults and persons with disabilities.Describe trends and innovations in service delivery at the federal, state, and local levels.Understand challenges and opportunities in financing and sustaining services. A-6: Monday June 3rd, 2:45 pm- 4 pmADRC Partnerships within the Healthcare Community and BeyondCommunity Partnerships, Healthcare and Social DeterminantsPartnership building is crucial to a successful ADRC program. In this session, you will learn key steps on how to navigate and engage partners within the healthcare community in your region. From identifying healthcare champions, designing an MOU, resource mapping, to ultimately having them sit at your Advisory Committee table --this session is for you!Richard Flores; Lower Rio Area Agency on Aging-Rio-Net, Weslaco, TexasBackground and Qualifications of PresenterRichard Flores has worked for six years as the Assistant Director for the Lower Rio-Area Agency on Aging; Program Administrator for the Rio-Net ADRC and the Texas Healthy @ Home Care Transition Program; Attended UT-Pan American University; * Certified in the Coleman Care Transition Program, Parenting and Paternity Awareness Program and Certified Instructor for the Reach One Teach One Program.Workshop Objectives:After attending this workshop, participants will be able to:Identify 3 or more steps on partnership buildingUtilize resource mapping as a toolIncorporate the value of an ADRC partnership (ROI)A-7: Tuesday June 4th, 10:30 am – 11:45 pmStrengthening Your Service Delivery by adding an Assistive Technology Component (Part One)Technology, Community PartnershipsAssistive Technology (AT) ranges on a continuum from low tech (walkers and bath benches) to high tech (tele-presence, bath tub lifts, environmental controls, etc.). In this fun and interactive session, participants will not only learn what low cost technologies are available, but also how the ADRCs in Georgia have reduced waiting lists, increased the morale of clients and staff, and built new partnerships with key community agencies. The first half of the session will be informational, and the second half will be interactive and hands-on with live AT demonstrations. This session is relevant to AAAs and others looking to meet community need in a less expensive way. Cheney Roper Magusiak, Georgia Department. of Human Services, Atlanta, Georgia; Rachel Wilson, Georgia Tech, Atlanta Georgia; Denise Howard, LIFE Inc., Center for Independent Living, Savannah, Georgia; Elaine Harkin, Legacy Link AAA, Gainesville, Georgia; Ginger Ragans, Legacy Link AAA, Gainesville, Georgia; Peggy Luukkonen, Coastal Georgia AAA, Darien, Georgia Background and Qualifications of PresentersCheney Roper Magusiak is the Aging and Disability Resource Specialist with the Department of Human Services, Division of Aging Services. Cheney graduated from the University of North Georgia in Human Services Delivery and Administration with a focus on Gerontology and non-profit management. Cheney has experience working with home and community-based service programs within multiple Area Agencies on Aging across the State of Georgia. Rachel Wilson is a Certified Occupational Therapy Assistant (COTA) who has been practicing for over 23 years. She has worked with numerous individuals with disabilities to transition back to their home or highest level of independence in the most appropriate environment. Her interests include assistive technology, advocacy, self-determination and functional independence so individuals can live, learn, work and play in communities of their choice. Rachel serves as an AT Specialist for Tools for Life, the Georgia Assistive Technology Act Program. She received her degree from the Medical College of Georgia, and her Certification from the National Board for Certification of Occupational Therapist (NBCOT).Elaine Harkins is the ADRC Director at Legacy Link, the Area Agency on Aging for the North Georgia Mountain Area. Elaine has a BS in Psychology, an MS in Gerontology, and an MBA in Healthcare Management. As ADRC Director she manages call center staff along with supervising nursing home transition programs and screenings for the Elderly and Disabled Waiver Program. Elaine also serves on the Senior Hunger Coalition for North Georgia as well as the Georgia AIRS Board.?Ginger Ragans is a credentialed Gerontologist and a Certified Aging-in-Place Specialist with an MS in Applied Gerontology from Brenau University.? She is currently working towards certification as an Assistive Technology Professional. Ginger is the Program Monitor/Special Projects Coordinator with Legacy Link AAA. She monitors several programs to ensure state and federal guidelines are followed, assists with special projects such as the AT Lab within the Community Programs Department, and serves as a facilitator of evidence-based wellness programs.? Ginger is also an adjunct faculty member in the Ivester College of Health and Science at Brenau University teaching Communication and Aging.Peggy Luukkonen has a BS Degree in Human Development from the University of Nebraska with a Specialization in Gerontology. She also is a Certified REACH Interventionist through the Rosalyn Carter Institute on Caregiving. Peggy is currently working as the ADRC Program Manager at Coastal Georgia Area Agency on Aging where she supervises the ADRC call center and coordinates their Assistive Technology Program (Winner of the 2016 AIRS Distinguished Service Award). She has over 35 years of experience in the aging field with work in many different settings including Nursing Home Social Services, Senior Center Director, and AAA’s in both Iowa and Georgia. Denise Howard was born legally blind. Her parents encouraged her to reach for the stars. She graduated with honors, and earned her Bachelor’s Degree at Spelman College. She continued her education at Armstrong for certification as a teacher of the Visually Impaired. She worked in the Savannah public school system, and formed a collaboration to offer the Braille Enrichment through Literacy & Learning program. She has served as a mentor in the GEMS program, and on the NFB Board. She is a recipient of the TFL Assistive Technology award. She is currently the Independent Living Assistive Technology Coordinator for L.I.F.E. Inc., working to empower individuals with disabilities with the tools and skills to live independently. Workshop Objectives:After attending this workshop, participants will be able to:Identify several low-cost Assistive Technology options for use with consumers they are servingExplore ways they can build new partnerships in their community to better serve consumers and have a new realization that they can tailor their program to their unique community using the resources they currently have.Take home basic tools needed to start their own program on a small scale and grow it over time as partners increase.A-8: Tuesday June 4th, 8:45 am – 10 amPublic Transportation ?a la Mode: Community Options and AccessibilityTransportation, Community PartnershipsJoin this interactive session featuring an exploration of community transportation options including public and private modes and services. Examine the unique ride needs and supports for older adults and people with disabilities. The Atlanta area CIL, disABILITY LINK, will offer a discussion on their experience with finding rides, including the ADA paratransit eligibility process. The session will wrap-up with an overview of coordination efforts, partnerships for identifying resources and great ideas to share. The NADTC “Transportation Options” handout includes information on assisting callers with mobility choices.Ken Thompson, Easterseals/National Aging and Disability Transportation Center, Washington, District of Columbia; Ken Mitchell, disABILITY LINK, Tucker, GeorgiaBackground and Qualifications of (All) Presenter(s):Ken Thompson, CRS, is the Training and Technical Assistance Coordinator for the National Aging and Disability Transportation Center and Easterseals Transportation Group. He supports the NADTC by providing technical assistance, training and information to customers on a variety of issues including accessible transportation, the ADA, veterans’ issues, building partnerships, and service planning. Ken holds a Master’s in Public Affairs and B.A. from Hood College in Maryland, and completed the ADA Coordinator’s Training Certification Program.Ken Mitchell is the Assistant Director to disabilityLink, an Atlanta Center for Independent Living. He comes from a lifetime of self-advocacy and system advocacy with an interest in accessible public transportation. ?He is an Army Veteran and a peer supporter in the disability community.Workshop Objectives:After attending this workshop, participants will be able to:Gain information on transportation modes and services available in a community, such as, ADA, public, private, taxi, human service, medical, veteran, volunteer drivers, and transportation networks.Understand the characteristics and eligibility of transportation resources to meet needs of older adults and people with disabilities.Using the concept of mobility management, clarify the range of transportation options available in the community and how they interconnect.Enhance their knowledge to match callers to rides and to assist callers with their transportation requests and details on ADA paratransit eligibility.Perceive the benefits of partnering/working together with local, regional and national resources, so that in the end, the caller has a good experience and is connected to the options most appropriate to his/her need(s).Better maintain accurate information on community transportation resources.A-9: Tuesday June 4th, 8:45 am – 10 amStrengthening Your Service Delivery by adding an Assistive Technology Component (Part Two) (see description in A-7)Technology, Community PartnershipsA-10: Tuesday June 4th, 10:30 am – 11:45 amIdentifying and Supporting Victims of Elder Abuse on HotlinesAbuse Prevention and RecognitionThe VictimConnect Resource Center is a national hotline providing resources and referrals to those impacted by crime. The anonymous nature of the service requires staff to be trained to recognize red flags to determine when a call may be referencing elder abuse. Most hotlines will encounter the 1 in 10 older adults who experience abuse and neglect. This workshop covers practical tips to assist in identifying elder abuse victims, connecting them to local resources and providing emotional support.Keeley Frank, National Center for Victims of Crime, Arlington, VirginiaBackground and Qualifications of PresenterKeeley Frank, LGSW, is a Program Associate for the VictimConnect Resource Center at the National Center for Victims of Crime. In this capacity she provides resources and referrals for underserved victims on the VictimConnect helpline. She also develops training materials and presentations on elder justice and aging for providers to better serve older victims. In addition, Keeley has worked as a victim advocate for older victims of crime in Philadelphia where she specialized in domestic violence and sexual assault. Workshop Objectives:After attending this workshop, participants will be able to:Identify suspected elder abuse on their hotlines/helplines when callers share limited informationUtilize practical tips for speaking with victims of suspected elder abuse and their loved ones to better provide them access to servicesConnect older adults to services locally and nationally regarding suspected elder abuse A-11: Tuesday June 4th, 2 pm – 3:15 pmBenefits Outreach: Practices that WorkGovernment Benefits, OutreachMany states and local communities are implementing innovative practices to increase enrollment in benefit programs that assist financially vulnerable older adults and persons with disabilities. Speakers will share state and local practices for benefit outreach, assessment, and enrollment. This session will present the results from a NASUAD survey of state aging and disability agencies on their systems and practices for benefit assessment and enrollment. We will also review what outreach tactics and messages work best with diverse communities.Samantha Gardner, National Association of States United for Aging and Disabilities (NASUAD), Washington, District of Columbia; Brandy Bauer, National Council on Aging (NCOA), Arlington, Virginia; Esteban Gonzalez, Atlanta Community Food Bank, Atlanta, Georgia; ?Esteban Gonzalez, Atlanta Community Food Bank, Atlanta, GeorgiaBackground and Qualifications of PresentersSamantha Gardner has a social work background and is a Policy Analyst at the National Association of States United for Aging and Disabilities. Ms. Gardner leads the MIPPA initiative at NASUAD. She also supports the National I&R Support Center and the HCBS Business Acumen Center with the analysis of information and policies from agencies on aging and disabilities.Brandy Bauer is Associate Director of the Center for Benefits Access at the National Council on Aging, where she works with community organizations and state agencies across the country to promote benefits for older adults, identify strategies to improve the financial security of vulnerable seniors, and educate consumers about scams targeting older adults. Esteban Gonzalez is a Senior Manager at the Atlanta Community Food Bank.?He manages the Benefits Outreach Program, which screens for public assistance programs and provides application assistance to those who are eligible.?Esteban leads the Food Stamp Workgroup which brings together all partners statewide who are part of the SNAP Outreach Plan for Georgia’s Department of Human Services.?He was part of Feeding America's SNAP Partnership Capacity Institute, served as a SNAP Capacity Advisor for Feeding America and is a past participant in the Leadership Institute with the Georgia Association of Latino Elected Officials (GALEO).Workshop Objectives:After attending this workshop, participants will be able to:Identify trends in state systems and practices for benefit assessment and enrollment.Discover which messages and outreach mechanisms work for diverse communities.Learn concrete examples from the field of outreach tactics that have worked to boost participation in benefits.A-12: Wednesday June 5th, 9 am-10:15 amProtection and Advocacy for At-Risk Adult Victims of Benefits TraffickingGovernment Benefits, Legal and CriminalBenefits Trafficking is an emerging crime characterized by the recruitment, harboring, and undue influence of older adults and adults with disabilities for the purpose of gaining access to and exploiting their benefits and life savings. Georgia is the first state to take legislative action and identify Benefits Trafficking as a felony crime. Addressing Benefits Trafficking requires a multidisciplinary effort involving a variety of agencies responsible for public safety, aging and disability services, financial services, emergency response, and victim resource connection.Anna Thomas, Division of Aging Services Forensic Unit, Atlanta, Georgia; Lindsay Greenwald, Division of Aging Services Forensic Unit, Atlanta, GeorgiaBackground and Qualifications of PresentersAnna Thomas is a POST certified Forensic Specialist with the Division of Aging Services-Forensic Special Initiatives Unit. With degrees in Criminal Justice and Psychology from the University of Georgia, Anna began her career as an Investigator handling crimes such as child molestation, rape, assault, and domestic violence. Anna then became a Victim Advocate, assisting victims of crime through service referral and guidance through the criminal justice system. Currently, her work focuses on training primary and secondary responders on recognizing and responding to elder and disabled adult abuse, researching gaps and developing new laws to protect vulnerable adults, and public outreach.Lindsay Greenwald currently serves as a Forensic Specialist with the Division of Aging Services-Forensic Special Initiatives Unit. After working with adults with disabilities in various contexts and completing a Master of Social Work degree, Lindsay worked for Metro Atlanta Rapid Transit Authority's paratransit service to reduce barriers to accessible transportation faced by many elders and adults with disabilities. Lindsay joined the FSIU team in 2017 to oversee the use of Temporary Emergency Relocation Funds for placement of at-risk adult victims of abuse, neglect, and/or exploitation. Lindsay also manages follow-up efforts to prevent revictimization.Workshop Objectives:After attending this workshop, participants will be able to:Identify signs that an I & R client may be a victim of benefits traffickingDetermine the level of risk to the client's immediate safety and make referral to the appropriate agenciesDemonstrate the appropriate I & R follow-up response once first and secondary responders have acted to ensure the client is in a safe environment and no longer being taken advantage ofA-13: Wednesday June 5th, 9 am – 10:15 amAlzheimer’s Care: Person-Centered Strategies for Communication and Challenging BehaviorsPerson Centered ApproachDo you know how to talk to your clients about communicating with a person living with dementia (PLWD)? Do you know what resources are available for caregivers and PLWDs? Join us to learn person-centered care strategies for effective communication and challenging dementia-related behaviors. Access the rich resources for caregivers and PLWDS provided by the Eldercare Locator, Alzheimer’s Association, and other community agencies, including an in-depth description of I&R assessment and care consultation services. Mariam Schrage, Alzheimer’s Association, Chicago, Illinois; Patrice Earnest, National Association of Area Agencies on Aging (n4a), Washington, District of Columbia; Amber Meadows-Dillard, Atlanta Regional Commission, Atlanta, Georgia Background and Qualifications of PresentersMariam Schrage is the Senior Associate Director of Contact Center Operations at the Alzheimer’s Association Helpline. She is responsible for the day to day options of the 24/7 Helpline. Prior to joining the Alzheimer’s Association, she worked at AgeOptions, an Area Agency on Aging, for about ten years. She is well versed in information and assistance, benefits, and services for older adults and people with disabilities. Mariam has a Master of Social Work from Southern Illinois University Edwardsville.Patrice Earnest is the Director of the Eldercare Locator, an n4a-operated, person-centered call center funded by the Administration on Aging within the Administration for Community Living. Previously, she was with the Atlanta Regional Commission, Area Agency on Aging for 26 years where she coordinated Georgia’s statewide provider resource database. She is a graduate of Young Harris College and holds a B.S. in Clinical/Community Psychology from the University of Michigan–Flint, an M.S. in Urban Studies from Georgia State University and a Master’s Certificate in Gerontology. She is also a Certified Information & Referral Specialist in Aging/Disabilities, as well as a Certified Resource Specialist.Amber Meadows-Dillard is the Care Consultant for the Benjamin Rose Institute (BRI) Care Consultation program at the Atlanta Regional Commission, Area Agency on Aging. In this role, she offers telephonic coaching and support to individuals with health challenges and their care partners. She has been with the Atlanta Regional Commission for seven years and spent five years offering Information and Referral (I&R) as an Aging and Disability Resource Counselor. Prior to relocating to Atlanta, she was a Program Assistant with Little Brothers Friends of the Elderly in Chicago, IL. She holds a B.A. in Psychology from Berea College and an M.A. in Gerontology from Georgia State University. She is a Certified?Community Resource Specialist - Aging/DisabilitiesWorkshop Objectives:After attending this workshop, participants will be able to:Know when to refer someone to the Eldercare Locator and Alzheimer’s Association HelplineApply person-centered care techniques and strategies for effective communication and handling challenging behavior with a person living with dementiaFind resources available to assist people living with dementia and their caregiversA-14: Wednesday June 5th, 10:30 am – 11:45 amSocial Security for Seniors and People with Disabilities Government BenefitsThe Social Security Administration touches the lives of millions of older Americans and people with disabilities. Our programs serve as a vital financial protection during times of hardship, transition, and uncertainty. As baby boomers age and an unprecedented number of Americans enter their most disability-prone years, it is critical that SSA collaborates with I&R organizations. Join us for an interactive session about our key programs and services. We will show you how you can help others access some of our most requested services: Benefit Verification Letter, Medicare Replacement Cards, New Wage Reporting option for SSI claimants, and other services. In addition, presenters will answer all your Social Security questions!TBD, Social Security Administration, Atlanta, GeorgiaBackground and Qualifications of PresenterSocial Security Public Affairs Specialist are responsible for carrying out public information projects to improve the public’s understanding of the various Social Security Programs. Public Affairs Specialists represent Social Security Administration in local and national events such as conferences, workshops, seminars and meetings. Workshop Objectives:After attending this workshop, participants will be able to:Acquire basic knowledge of Social Security programs and servicesImprove referral services and cross-collaboration between Social Security and AIRSOpen a my Social Security account for easy access to many of Social Security online services2-1-1 TrackBrought to you by 211 US Steering CommitteeThe sessions on this track are geared towards issues distinct to the operation of 2-1-1 services. However, there are sessions here of interest to people working in other areas of I&R, plus there are sessions in other tracks relevant to 2-1-1 providers. Remember, anyone can attend any session and that everything in I&R is connected.B-1: Monday June 3rd, 10 am – 11:15 amOne Continuum: Building a Statewide 2-1-1 Coordinated Care Delivery System for North CarolinaCommunity Partnerships, TechnologyNCCARE360 is the first statewide coordinated care network, with a robust data repository of shared resources that connects healthcare and human services partners together to collectively provide the opportunity for health for all North Carolinians. In this session, the three core partners of this groundbreaking work will share the background on how their partnership came together, an overview of the work completed thus far, and the plans moving forward. The session will include a demo of the model and the opportunity for attendees to ask the partners questions and to receive tips and advice on how to duplicate the model in their own communities.Heather Black, United Way of North Carolina; Taylor Justice, Unite Us; Andrew Benson, Expound Decision Systems, Grimsby, OntarioBackground and Qualifications of PresentersHeather Black serves as the Statewide Strategy Director for NC 2-1-1. In this role, Heather oversees the work and planning for the statewide 2-1-1 information and referral system supported by United Ways across the State. As the Statewide Strategy Director, Heather focuses on building partnerships with state and local government agencies, non-profit organizations, healthcare organizations, and others seeking to improve the lives of North Carolina citizens through access to information. During a disaster, Heather represents the 2-1-1 system by working within the State Emergency Operations Center, acquiring up-to-the-minute data on disaster related resources and information for the call centers and providing information on community needs and trends to State Emergency Response leadership based on calls coming into 2-1-1.Taylor Justice is Co-founder & President of Unite Us and a U.S. Army Veteran. He was commissioned as a 2nd Lieutenant in the US Army as an Infantry Officer and received an honorable medical discharge from active duty. In 2013, he co-founded Unite Us, an outcome-focused technology company that extends traditional healthcare delivery by powering networks of clinical and social service providers. Taylor holds academic allegiance to both the United States Military Academy at West Point and Columbia Business School. ?He lives in New York City with his wife, Meghan.Andrew Benson is a business transformation and technology architect, specializing in strategy design and solutions development for government and non-profits in the justice, social services, health care and labour market development sectors. Andrew has led more than 100 successful initiatives during the past 20 years, and held senior management and executive positions in for-profit, non-profit and public service organizations. Andrew is a Chartered Professional Accountant, Certified Management Consultant, Project Management Professional and Certified Technology Specialist, holds an MBA from Queen's University and a Masters in Economics from McMaster University, and is the author of the 2-1-1 Technology Framework and the conceptual architecture for the 2-1-1 National (U.S) Data Platform.Workshop Objectives:After attending this workshop, participants will be able to:Understand how the three partners (United Way of NC/NC 2-1-1, Unite Us, and Expound) came together, established agreed upon goals and developed a winning proposal to secure the opportunity to develop this work in North Carolina.Understand the three core components of the statewide coordinated care platform in North Carolina, known as NCCARE360.Leverage the knowledge already gained by the partners work in North Carolina and take those lessons learned and best practices developed back to their own communities to begin laying the groundwork (or continue to build upon existing groundwork) to launch similar work across the nation.B-2: Monday June 3rd, 1 pm-2:15 pmHow 2-1-1 Can Impact Birth Outcomes and Infant MortalityHealthcare and Social Determinants, Community PartnershipsThis workshop will provide an overview of Cradle Kalamazoo, and how Gryphon Place and the United Way of Battle Creek and Kalamazoo have built a partnership with local agencies to connect expectant mothers with specific resources to increase positive birth outcomes. There will be a conversation about the role that 2-1-1 can play in communities where infant mortality is a struggle and how building relationships with other agencies in the community can have a deep impact on improving birth outcomes and other aspects of family lives. Abby Wells, Gryphon Place, Kalamazoo, Michigan; Nadine Bryant, Gryphon Place, Kalamazoo, Michigan; Maricela Alcala, Gryphon Place, Kalamazoo, MichiganBackground and Qualifications of PresentersNadine Bryant has been working in the I&R field for six years in various capacities. She started her career in 2013 as an intern at United Way of Greater Toledo 2-1-1 and built a passion for I&R there. Throughout her tenure Nadine has built a propensity for quality assurance and data analysis. Currently she works with Gryphon Place as a Quality Assurance Specialist, where she monitors contacts, gives feedback, and monitors and interprets contact center metrics and reports to improve day-to-day operations. Abby Wells has been working in the I&R field for two years in numerous ways. She began her career at Gryphon Place in April 2017 as a Community Resource Advisor/Crisis Worker providing 2-1-1 services and suicide prevention to the community. In October 2017 she moved to Shift Lead providing more of a leadership role. She was then promoted to Resource Specialist in April 2018. In November 2018, Abby became the Contact Center Operations Manager at Gryphon Place overseeing day to day operations of the call center. Throughout her time Abby has worked to train and help staff succeed in 2-1-1 and crisis services, as well as build community partnerships with providers. Workshop Objectives:After attending this workshop, participants will be able to:Identify unique ways to connect with agencies in their communitiesDefine infant mortality and the impact that this statistic has on communitiesDefine at least one way 2-1-1 can impact infant mortalityB-3: Monday June 3rd, 2:45 pm – 4 pmAnalog and Digital ImpactData Use, Technology, FundingAcross the network, 2-1-1s talk to more than 35,000 people each day – loaded with stories and statistics, no-one is better poised to tell the story of a community better than a local 2-1-1. This workshop will combine storytelling with data technology to better equip your 2-1-1 with the tools to highlight and demonstrate your impact. Joshua B. Pedersen, United Way Worldwide, Alexandria, Virginia Background and Qualifications of PresenterJoshua B. Pedersen has worked and volunteered in the non-profit industry for 24 years. He led the implementation of the 2-1-1 service throughout Utah, has served as Director of Services for the Utah Food Bank, as Vice President of United Way of Northern Utah, CEO of United Way of Frederick County, Maryland and as President of 2-1-1 Maryland. Today Joshua works as 2-1-1 Director of Network Operations & Performance for United Way Worldwide. Joshua has served on way too many boards but especially likes working on those boards that improve non-profit governance and provides funding to capable service organizations. Joshua has a bachelor’s degree in Communication from Weber State University. Workshop Objectives:After attending this workshop, participants will be able to:Be confident in using stories to highlight the impact of your workDemonstrate 2-1-1 impact to funders, stakeholders, and colleagues. Understand how data can influence the impact of your messageB-4: Tuesday June 4th, 8:45 am – 10 amNew 211Pathways for ALL your Community through the National Text Platform (NTP) 898-211 (Part One)Community Partnerships, Substance Use Disorders; Technology; Legal and CriminalLearn about the many ways 211s are using automated and two-way texting to deliver effective service with remarkable outcomes! Uncover ways to gain funding and resource support. This national panel will include 6 speakers addressing the enormous capacity (100s of programs and uses) that has emerged in texting over the past 4 years. Learn about critical new services and walk away knowing how to use the National Text Program to add power to your efforts and build new partnerships. Showcasing: Integrated two-way live texting and automated I&R, Opioid Text Program, ReadyNJ Disaster Preparedness and Emergency Services, Suicide Prevention-Crisis Intervention, and Human Trafficking.Melissa Acree, NJ 211 Partnership, East Hanover, New Jersey; Marioly Botero, United Way of Greater Atlanta, Atlanta, Georgia; Elizabeth Donoghue, 211 Brevard, Rockledge, Florida; Ciara Doyle, 211info, Portland, Oregon; Melissa McCoy, 211 United Way Central Iowa, Des Moines, Iowa; Tim Sullivan, Director, Washington 211, Yakima, Washington Background and Qualifications of PresentersMelissa Acree joined NJ 2-1-1 Partnership in 2013 focusing on staff development, AIRS accreditation/certification and implementing new initiatives. In 2016, she extended her efforts externally, strengthening and building new partnerships with United Way, state and county partners. Today, she serves as executive director and strives to expand opportunities for 2-1-1.?Marioly Botero has been working at United Way of Greater Atlanta for 18 years. I have been the Director of the Database for about two years; before that I was the Database Manager for 14 years & the Database Coordinator for 2 years. My job duties include managing all aspects of the United Way of Greater Atlanta 211 database, and implementing strategies and techniques that help us move the work forward. I am a CRS-DC & CRS certified.Elizabeth Donoghue has been the executive director of 211 Brevard for 30 years. Under her leadership growing the volunteer-based call center into the very first 211call center in Florida. This year 211 Brevard was named Florida Today VRA Organization of the Year.Ciara Doyle is the Director of Contact Center and Programs for 211info in Portland, OR. She supervises a statewide call center, her responsible for program design, training, and integration of core & specialized programs including lines for basic I&R services, foster parent support, environmental health concerns, after-hours ADRC, and homeless services coordinated entry.Melissa McCoy has served in key leadership roles with 2-1-1 for the past 13 years.? She is currently the Director of 2-1-1 with United Way of Central Iowa.? Prior to 2-1-1 transitioning under United Way in 2016, Melissa was the 2-1-1 manager at the American Red Cross in Central Iowa. Melissa provides strategic planning for a comprehensive information and referral program serving more than 28,000 Central Iowans annually.Tim Sullivan has been a member of the Yakima Community since the age of 4, when his family moved to Yakima. In 1995 United Way of Central Washington hired Tim, where he worked as their Community Investment Director for 15 years. In August 2016, Tim left that job and became the Statewide Director for Washington 211, the lead organization that administers the 211 information and referral system for the State of Washington.Workshop Objectives:After attending this workshop, participants will be able to:Implement the Opioid / Substance Abuse texting program in their service area Use examples of funded Opioid Text Programs to support local fundraising and collaborations Implement a text-based Disaster Preparedness and Emergency Services ProgramProvide ways to integrate texting services with local Community Partners Improve I&R with integrated and automated text capacityKnow about 2019 text programs, models and capacity including but not limited to:Crisis Intervention / Suicide Prevention / Mental Health ServicesHuman TraffickingFollow-ups with automated intelligence and data collection Concurrent text encounters in live two-way textingOutgoing group text messages and Collective Impact Programs (several examples) Access and provide data on all text activities B-5: Tuesday June 5th. 10:30 am – 11:45 amNew 211Pathways for ALL your Community through the National Text Platform (NTP) 898-211 (Part Two) (see description B-4)Community Partnerships, Substance Use Disorders; Technology; Legal and CriminalB-6: Tuesday June 4th, 2 pm – 3:15 pmHelp Stop Human Trafficking: Dial 2-1-1Legal and CriminalWhat if we could help stop human trafficking by remembering 3 easy numbers, 2-1-1? 211 Miami, the Women’s Fund of Miami-Dade, 1 Billion Rising and other local stakeholders have partnered to bring awareness to this ongoing and critical issue with breakthrough messaging and expanded collaborations. In this workshop, we will showcase recent outdoor awareness campaigns and discuss how 211 plays a large role in connecting victims to resources such as the State Attorney’s office, the National Polaris Hotline, emergency shelters and other essential needs. This workshop is intended for everyone working with vulnerable populations. Marya Meyer, 1 Billion Rising; Cora Patterson; Kathy Anderson, The Women's Fund Miami-Dade Background and Qualifications of PresentersMarya Meyer is One Billion Rising's Global Coordinator for Miami.? Focusing locally on the greatest challenges facing the South Florida community, Marya coordinated powerful grassroots RISINGS which were transformed into a partnership with The Women’s Fund Miami-Dade to lead monthly meetings where public and private entities, government civil servants, activists, volunteers and all those concerned with creating Freedom from Violence could join forces and resources, including on the key issue of Human Trafficking.? Marya is a bilingual English/Spanish Music and Artist Marketing Executive with over 25 years of international experience in the realms of entertainment and contemporary culture, Media and Artist Relations, Talent Booking and Artist Management.Kathy Andersen is Executive Director, The Women's Fund Miami-Dade. Kathy holds a master’s degree from Harvard University focusing on leadership and international development, and is a trained Adaptive Leadership consultant through Harvard Center for Public Leadership. In the private sector, Kathy has worked with international organizations and has experience in leadership development, people development, new company formation, new product development, mergers and acquisitions, joint venture development, general management, corporate strategy, marketing, branding, and change management. In the public sector, Kathy has worked with government and non-profit organizations and leaders in the United States, India, Haiti, Mexico, the Dominican Republic, and Venezuela, to address issues of poverty, health, education, economic development, sexual exploitation, child abuse, unemployment, homelessness, at-risk youth, and disabilities. Cora Patterson is the Contact Center Manager for the Helpline Services Department of Jewish Community Services of South Florida. Cora graduated from St. Thomas University in Miami, Florida with a Bachelor’s Degree in Psychology. Cora has served on the planning committee of “Out of the Darkness Walks” Miami-Dade chapter and is certified through the American Association of Suicidology as a certified crisis worker. She is also certified through AIRS as a Community Resource Specialist. As a Manager, she oversees contact center operations as well as volunteers and interns. Cora is passionate about helping others and has interviewed on mental health topics with The Health Channel and NBC 6 in the Mix. Workshop Objectives:After attending this workshop, participants will be able to:Learn the signs of Human Trafficking victims and best practicesHow to join the Nationwide Campaign for Super Bowl 2020 to end Human TraffickingHow 211 can help with reporting and resources for Human Trafficking Learn to navigate, advocate and connect survivors of Human Trafficking with community resources B-7: Wednesday June 5th, 9 am – 10:15 amHow to Lose a Donor in 10 DaysFundingKeeping funders engaged long-term with your 2-1-1 is critical for sustained success. This workshop will explore ways your 2-1-1 can solicit and retain funders – or lose them in 10 days. If you are internal to a United Way or independent of a United Way, we will discuss opportunities to keep your 2-1-1 relevant for a lot more than just 10 days. Joshua B. Pedersen, United Way Worldwide, Alexandria, Virginia Background and Qualifications of PresenterJoshua B. Pedersen has worked and volunteered in the nonprofit industry for 24 years. He led the implementation of the 2-1-1 service throughout Utah, has served as Director of Services for the Utah Food Bank, as Vice President of United Way of Northern Utah, CEO of United Way of Frederick County, Maryland and as President of 2-1-1 Maryland. Today Joshua works as 2-1-1 Director of Network Operations & Performance for United Way Worldwide. Joshua has served on way too many boards but especially likes working on those boards that improve nonprofit governance and provides funding to capable service organizations. Joshua has a bachelor’s degree in Communication from Weber State University. Workshop Objectives:After attending this workshop, participants will be able to:Work with their local United Way or their United Way co-workers to create sustainable funding models Understand expectations of funders and cater their 2-1-1 service to meet those expectations without compromising servicesConsider new opportunities for funding their local 2-1-1B-8: Wednesday June 5th, 10:30 am – 11: 45 amIntegrating 2-1-1 into HospitalsHealthcare and Social Determinants; FundingThis session shows how 2-1-1s and hospitals can partner together to support the social determinants of health. It will provide examples of how 2-1-1 can become an integral part of exit interviews, annual patient visits, and specialized health referrals in order to prevent reoccurring patient visits. When patients return after being discharged, most of the time they lack essential basic needs that health care staff are not trained to identify. For example, a patient is more likely to return if they are unable to pay for their medications or lack the healthy food, they need in order to maintain their blood sugar level. You will learn how your 2-1-1 can provide a brief training with healthcare staff so they are more aware of how to educate patients to reach out for help through 2-1-1 for themselves or someone they know in need.Fratina McCraney, United Way of the Midlands, Omaha, NebraskaBackground and Qualifications of PresenterFratina McCraney has over 10 years of experience in I&R for 2-1-1 serving Nebraska and Iowa. She has held many positions during her tenure including I&R Specialist, Team Lead, assisted with Database Management and Reporting and most recently Supervisor, 2-1-1 Helpline. She holds her CRS.Workshop Objectives:After attending this workshop, participants will be able to:Know who to reach out to at their local hospitals to start the conversation about integrationKnow what I&R can bring to the table, how to market yourselfKnow how and what to present to healthcare staff about the program when educating patientsWhat marketing materials are needed and how to make it a cost that the hospital incurs Serving the Military Track The sessions on this track are geared towards issues distinct to providing I&R services to the broad military community (including families, veterans and reservists). However, there are sessions here of interest to people working in other areas of I&R, plus there are sessions in other tracks relevant to military I&R providers. Remember, anyone can attend any session and that everything in I&R is connected.C-1: Monday June 3rd, 10 am- 11:15 amVeterans Justice Program: The VA’s Collaboration with Veterans Treatment Courts Legal and Criminal; Substance Use Disorders and Mental HealthThis key component of the Veterans Justice Program is a way to avoid unnecessary criminalization of mental illness and extended incarceration among Veterans by ensuring that eligible Veterans in contact with the criminal justice system have access to VA mental health and substance services. This information would be appropriate for professionals working with justice-involved veterans and/or military personnel. An individual with real-life experience will be present to discuss his complete experience with the Veterans Treatment Courts.Katherine Andrade, Veterans Administration, Atlanta, Georgia; Dione Shekon, Veterans Administration, Atlanta, Georgia Background and Qualifications of PresentersKatherine Andrade, LCSW, MBS, BCD, MAC attended Clark Atlanta University, Atlanta, Georgia and received a Master’s Degree in Social Work in 1996. Attended Webster University, Columbia, South Carolina, and received a Master’s Degree in Business Administration in 2007. Served in the United States Air Force, receiving an honorable discharge in 2010. Career has focused on mental health and substance use treatment for over 23 years. Currently work for the Department of Veterans Affairs since 2012. Dione Shekon, LCSW, BCD, CADC II, CCM, attended Florida Atlantic University, Boca Raton, Florida and received a Master’s Degree in Social Work in 2005. LCSW in Florida since 2009 and Georgia since 2016. Certified Alcohol and Drug Counselor. Background primarily in mental health and substance abuse treatment. Employed with the Department of Veteran Affairs since 2010 initially in West Palm Beach, FL and in Atlanta, GA since 2015.Workshop Objectives:After attending this workshop, participants will be able to:Understand the VA’s and VTC’s role in the collaborationIdentify the eligibility requirements for participation in a VTCUnderstand the complete process for a Veteran participating in a VTCC-2: Monday June 3rd, 1 pm – 2:15 pmBuilding Healthy Military Communities PilotCommunity Partnerships; Policy and LawThe Department of Defense (DoD) is developing a comprehensive plan to improve internal and external policies and programs that support the well-being of Service members and their families.?The Building Healthy Military Communities (BHMC) Pilot supports the Secretary of Defense’s effort to grow DoD partnerships designed to enhance service member readiness. The goal of BHMC is to coordinate and integrate existing DoD, federal, state, regional, and local efforts in support of geographically-dispersed service members, their families, and the communities in which they live.Captain Kimberly Elenberg, Office of Personnel and Readiness, Department of Defense, Washington, District of Columbia Background and Qualifications of PresenterCaptain Kimberly Elenberg, DNP, RN, supports the Executive Director of Force Resiliency, as the Director of Operation Live Well. Elenberg advises the Department on a comprehensive strategy for optimizing the well-being and resilience of our Service Members, their families and the entire DoD community. This effort directly supports National Security Strategy priorities by reforming policy, financial resources, and business practices that impact our soldier’s nutritional, physical, environmental, medical/dental, social, behavioral, psychological, and spiritual fitness. Prior to this, Elenberg worked for the Office of the Assistant Secretary of Defense for Health Affairs as the Deputy Director of Population Health and Medical Management. She was responsible for guiding population health and disease management at 36 military treatment facilities that serve 9.7 million beneficiaries around the world. Workshop Objectives:After attending this workshop, participants will be able to:Better understand and address enterprise-wide readiness and well-being challenges unique to geographically dispersed Service members, their families, and communities in which they live.Identify partnerships at the local, state, and Federal levels to build strategic networks that support geographically dispersed Service members and streamline delivery of TFF programs and resources.C-3: Monday June 3rd, 2:45 pm – 4 pmContinuing to ServeCommunity Partnerships, Person Centered ApproachNo matter the branch of service, veterans have an engrained sense of "mission accomplishment" and a desire to be a part of a team. Finding those opportunities can mean a great deal to the success of an individuals transition back to Hometown, USA. We will focus on three organizations which provide the spirit of teamwork, camaraderie and action to mission, targeting resources that meet an immediate need. While the standard rule of three applies to most I&R requests, when a veteran is asking for VA assistance there needs to only be one well-rounded answer. Military I&R is a growing network of professionals and our resources intermingle with various platforms. We will show how this happens and why we will keep growing.Mark Munger, Marine for Life Network, North CarolinaBackground and Qualifications of PresenterMark Munger is the Southeast Region Network Coordinator with the Marine for Life Network. Mark has well developed background in military I&R and its coordination with “off the gate” resources. Mark was the first USMC I&R provider to earn his CRS and he continues to strive to grow connection to resources for military families and veterans.Workshop Objectives:After attending this workshop, participants will be able to:oConnect with “mission building” organizations supporting veteransoFind no closed door when assisting veterans oConnect with your nearest military I&RC-4: Tuesday June 4th, 8:45 am – 10 amThe Extra Mile (Customer Service)Person Centered ApproachCustomer Service can make or break a client’s experience. Ensure they have not only the best service but also feeling of comfort that someone is there for them when they need it most. This session will ensure participants will walk away with new ideas on how to step up their customer service as we share how to go the extra mile. Participants will take away various ideas to improve their day to day customer service and potentially improve their trainings.Julie Zwiebel, United States Recruiting Command Headquarters, Fort Knox, KentuckyBackground and Qualifications of PresenterJulie Zwiebel is the Family Readiness Programs Manager for the US Army Recruiting Command Headquarters in Fort Knox, KY. Julie has worked with Army Family Programs for over 10 years providing education, training and well-being support to Active Duty Soldiers and their Families around the world. She is an Army Community Service Master Trainer and holds a Master’s degree in Leadership. Workshop Objectives:After attending this workshop, participants will be able to:Overview of Customer Service practices dos and don’tsTake away a list of new ideas for providers and trainers on how to go the extra mile.How to provide the extra mile when geo-dispersedC-5: Tuesday June 4th, 10:30 am- 11:45 amSelf-Care for Busy PeopleSelf-CareWorking in I&R can take its toll -- for military I&R providers and civilian programs, for frontline workers and administrative staff. Whether you’re responding to inquiries from people in need or working administratively to make sure your program is funded, managed and supervised, appropriate self-care is critical. This session will clarify the need to make self-care a priority. Participants will have a chance to assess their current level of self-care, plan around potential barriers, and create a working self-care plan to take home. This workshop is relevant for both military and civilian providers, regardless of experience or role. Shye Louis, National Suicide Prevention Lifeline, Rochester, New YorkBackground and Qualifications of PresenterShye Louis has worked for crisis intervention and information & referral programs since 1989, serving in capacities from volunteer crisis counselor through 2-1-1 center management.? Shye has a Master’s Degree in Counseling & Human Development from St. Lawrence University.? She is a member of the Board of Directors for the National Association of Crisis Center Directors, and the Alliance of Information and Referral Systems. Shye is currently the Program Manager for Clinical Best Practices at the National Suicide Prevention Lifeline where she leads efforts to define and expand knowledge and expertise in suicide prevention and provides technical assistance to crisis centers related to Lifeline's best practices (such as risk assessment standards, imminent risk guidelines and model operating procedures).Workshop Objectives:After attending this workshop, participants will be able to:Understand the importance of self-care for I&R staff Assess their own current self-care Identify and plan around barriers for self-careIdentify self-care activities that work for their individual needsCreate a written self-care plan C-6: Tuesday June 4th, 2 pm – 3:15 pmCombined Arms Integrated Technology Development – A Timeline on Backbone Technology Development from Ideation Through ImplementationTechnologyCombined Arms developed a technology to streamline the connection between veterans and organizations as well as to share live, holistic data with stakeholders in Greater Houston. It became much more. Hear about how this technology helped to drive efficiencies and reduce redundancies in the veteran services landscape. The workshop will cover how to take a technology from concept to concrete reality, how to define your own process and how to select the best partners. This technology application is available for licensing in all communities and is free for veterans to use.John Boerstler, Combined Arms System, Houston, Texas; Brian Wilson, Combined Arms System, Houston, TexasBackground and Qualifications of PresentersJohn Boerstler – Vice Chairman & architect of the Combined Arms System. John is one of the founding board members of Combined Arms. He is a Houston native and USMC Veteran. Brian Wilson – Technology Manager at Combined Arms, Brian is a certified Salesforce Administrator and was instrumental in the development of the Combined Arms Technology System. He is a Houston resident and US Army Veteran.Workshop Objectives:After attending this workshop, participants will be able to:Define the requirements for your technology.Select a technology partner that works best for the organization.C-7: Wednesday June 5th, 9 am- 10:15 amSneak Peak: Military OneSourceCommunity Partnerships Take a peek behind the curtain of Military OneSource, the Department of Defense’s 24/7 call center and website whose mission is the military community. Discover frequently accessed online tools and call center support, become familiar with state-based outreach services, learn how to connect with resources to take your skills to the next level, and much more. You do not want to miss this interactive session specifically designed for helping professionals. Kelly Smith, Office of the Deputy Assistant Secretary of Defense for Military Community and Family Policy, Alexandria, VirginiaBackground and Qualifications of PresenterKelly N. Smith serves as program analyst for the Military Community Support Programs directorate within the Office of the Deputy Assistant Secretary of Defense for Military Community and Family Policy. As a member of the Administration and Communications team, Kelly is responsible for execution and oversight of program communications and outreach activities for Military OneSource, the Military and Family Life Counseling, and the Spouse Education and Career Opportunities program. Prior to joining the Office of the Secretary of Defense, Kelly served as a Family Advocacy Program Manager for the U.S. Army. Other assignments with the government include licensed clinical social worker for the U.S. Marine Corps. Kelly is the proud daughter of retired Airman and sister of a Marine. Workshop Objectives: After attending this workshop, participants will be able to:Discover the breadth of the Military OneSource ProgramIdentify call center and state-based points of contactAccess Military OneSource website resourcesDisaster Track The sessions on this track are geared towards issues distinct to the role of I&R in disasters. However, there are sessions here of interest to people working in other areas of I&R, plus there are sessions in other tracks relevant to disaster-related issues. Remember, anyone can attend any session and that everything in I&R is connected.D-1: Monday June 3rd, 10 am – 11:15 amDisaster Planning is Everyone’s ResponsibilityCommunity Partnerships Disaster Planning is everyone’s responsibility. Join us as we highlight the steps to creating a successful disaster plan utilizing local and internal resources to meet the immediate needs of individuals in the community. This interactive workshop will focus on the strategies and provide a roadmap on how to ensure the proper resources are available for consumers. The workshop will provide an outline to leverage for-profit; non-profit; local, county, and state government organizations working as one.Shonthenia Edwards, Harris County Area Agency on Aging, Houston, Texas; Mary McNeil, Harris County Area Agency on Aging, Houston, Texas Background and Qualifications of PresentersShonthenia Brewster Edwards, MPA: Administrative Manager with demonstrated proficiency in program evaluations, generating reports and data manipulation, proficient in developing and implementing procedural tracking systems, budgeting and forecasting, procurement and organizational skills. Twenty (20) plus years of contract compliance, quality assurance monitoring and coaching. While providing executive and management staff with the current performance outcomes and projections. Proactive leader, team player, tactical planner with strong interpersonal skills while working well with others on various levels, committed to organizational objectives. Mary McNeil, MS: Human Service Program Manager with the City of Houston, Harris County Area Agency on Aging, Human Services Division. In this role, Mary leads a team providing Medicare beneficiaries, their families and caregivers with, education and all aspects of resources, including, information referral and assistance, benefit counseling and services.Workshop Objectives:After attending this workshop, participants will be able to:Prepare a disaster plan utilizing local and internal resourcesUnderstand the importance of having updated resources information pertaining for-profit; non-profit; local, county, and state government organizations Know how to access community resources during a disaster D-2: Monday June 3rd, 1 pm – 2:15 pmUnique Partnership Collects Disaster Survivor Information that Enhances RecoveryCommunity Partnerships A new IN 211 partnership gets the right information to help disaster survivors. The IN 211 intake system captures all the information needed to help after a disaster. This intake process was developed so it was agreed upon by all parties. This saves time and money. Over time, IN 211 will become known as the go-to source to report disaster needs. Presenters will demonstrate how it works and share their unique form and process for the consideration of other states.Steven Cain, Indiana 211 Partnership Board member, Indianapolis, Indiana; Larry Cassagne, Indiana Department of Homeland Security, Response and Recovery Division, Indianapolis, Indiana; Catherine McNaughton, Indiana 211 Partnership, Indianapolis, Indiana Background and Qualifications of PresentersSteven Cain is an IN 211 board member, disaster volunteer, and retired disaster specialist from Purdue University.Larry Cassagne helped create the partnership for this disaster information intake. He has been involved in disaster response for the state of Indiana from assessment to recovery. His help has been instrumental in help thousands of people return home after disasters.Catherine McNaughton is the Manager of Community Resources for Indiana 211 Partnership. In this role, Catherine leads a team whose purpose is data collection on human services across Indiana. This powers the 2-1-1 information and referral service across the state. Catherine is proud to work alongside such an awesome and inspiring team that is so passionate about human services. Workshop Objectives:After attending this workshop, participants will be able to:Learn how this partnership works, so that they can consider something like it in their state.Identify the critical points in collecting disaster survivor information.Learn how to make the right connections in their state.D-3: Monday June 3rd, 2:45 pm – 4 pmTwo Storms in Two years: Best Practices and Lessons Learned from Hurricanes Matthew and FlorenceCommunity Partnerships, TrainingThe team at North Carolina 2-1-1 had the uniquely unfortunate experience of witnessing two catastrophic storms make landfall on their beautiful State in less than two years. Hear how the team developed the tools they needed to serve the needs of their fellow residents and, most importantly, how they were able to capitalize on the compressed timeline and develop best practices from the lessons learned between the two storms to improve their service delivery. NC 2-1-1’s exhausting experience becomes your gain!Heather Black, NC 2-1-1/United Way of North Carolina, North Carolina; Marla Browne, Asheville Call Center, United Way Asheville-Buncombe County, Asheville, North Carolina; Latasha Gerald, American Sexual Health Association, Durham, North Carolina Background and Qualifications of PresentersHeather Black serves as the Statewide Strategy Director for NC 2-1-1. In this role, Heather oversees the work and planning for the statewide 2-1-1 information and referral system supported by United Ways across the State. As the Statewide Strategy Director, Heather focuses on building partnerships with state and local government agencies, non-profit organizations, healthcare organizations, and others seeking to improve the lives of North Carolina citizens through access to information. During a disaster, Heather represents the 2-1-1 system by working within the State Emergency Operations Center, acquiring up-to-the-minute data on disaster related resources and information for the call centers and providing information on community needs and trends to State Emergency Response leadership based on calls coming into 2-1-1.Marla Browne is the NC 2-1-1 Director for United Way of Asheville and Buncombe County.? Prior to her employment in North Carolina, Marla served as a 2-1-1 Coordinator in Alabama and worked closely with Emergency Management and VOAD to assist in mock and real disasters.? She served at the state EOC in response to the 2011 tornado outbreak in Alabama.? She is certified in many FEMA courses such as NIMS and Mass Fatality Incident Response.? Marla has presented on a national level several times regarding disaster response.? In her current role, Marla has responded to several local disasters and served on the NC 2-1-1 team that responded to Hurricanes Matthew and Florence.? She holds a CRS (Certified Resource Specialist) certification.? Latasha Gerald is the Director of Contact Center Services for the American Sexual Health Association, located in Durham NC, where she manages the daily operations of the contact center.? She received her Bachelor of Business Administration from North Carolina Central University in Durham, NC.? She has been working with United Way 2-1-1 since 2011 and has played a role in the disaster plan during Hurricane Matthew in 2016 and Hurricane Florence in 2018.Workshop Objectives:After attending this workshop, participants will be able to:Understand the importance of building relationships, plans and tool-kits during “blue sky days” so they are recognized as a valued and important partner during times of disaster;Adapt the best practices and lessons learned in North Carolina to their own existing or to be developed disaster response plans to increase their ability to respond to disaster;Utilize tools developed and shared by NC 2-1-1 to increase their capacity to respond to disasterTrain call center staff to respond to a disaster and understand the importance of monitoring and assessing staff needs and well-being during disaster responseD-4: Tuesday June 4th, 8:45 am – 10 amHow Can your I&R Respond to Active Shooter/Mass Casualty Incidents (Part One)Community Partnerships, Legal and CriminalThe Ghost Ship Fire (Oakland), Route 91 Shooting (Las Vegas), Marjory Stoneman Douglas High School Shooting (Parkland) and the Borderline Shooting (Thousand Oaks) were all incidents that required immediate action. 2-1-1's collaborated with local and federal agencies to aid during these horrific events. This two-part workshop will include testimonials, a panel for Q&A, along with materials, information and tips so that your 2-1-1 can be prepared to assist in the case of an incident with mass casualties.Christie O’Melia, Nevada 2-1-1, Las Vegas, Nevada, Alison DeJung, Eden I&R, Alameda, California; Kelly Brown, Interface 2-1-1, Camarillo, California; Sheila Smith, Broward 2-1-1Workshop Objectives:After attending this workshop, participants will be able to:Have insight and tips so that you can develop a plan and be ready.Identify Potential Partner Agencies/Orgs to include in your plan.Have contacts with 2-1-1s that have experienced massive casualty and active shooter events. D-5: Tuesday June 5th, 10:30 am – 11: 45 amHow Can your I&R Respond to Active Shooter/Mass Casualty Incidents (Part Two) (see description D-4)Community Partnerships, Legal and CriminalD-6: Tuesday June 4th, 2: pm- 3:15 pmWorking with VOAD (Voluntary Organizations Active in Disaster) to Provide I&R Services during the Disaster CycleCommunity Partnerships, FundingI&R services have become integral to many plans developed by Federal, State and local emergency management/Homeland Security entities. The foremost group of non-profit/faith-based organizations working in this arena is VOAD. This interactive workshop will help you learn what VOAD is and how your program can and should participate throughout the disaster cycle. Management and advanced practitioners will be able to identify areas where they can work with governmental and non-profit/Faith based organizations to benefit the residents of your community.Jay Burdick, Rhode Island 2-1-1 & National Voluntary Organizations Active in Disaster (NVOAD), Providence, Rhode IslandBackground and Qualifications of PresenterJay Burdick has over 40 years’ experience with governmental and non-profit organizations. He currently works for United Way of RI in the 2-1-1 system as the outreach coordinator. He has been an active member of RIVOAD (RI Voluntary Organizations Active in Disaster) since his participation assisting the victims and survivors in the Station Nightclub fire in 2002 and as host to Katrina survivors in 2005. He was elected Chairperson of RI VOAD in 2010 and since that time has been in a leadership position during 6 disaster incidents. In 2013, he was elected to the National VOAD Board of Directors.Workshop Objectives:After attending this workshop, participants will be able to:Describe the relationship between VOAD and I&R during disastersIdentify two ways I&R can participate more productively during disasters.Develop a plan of action to assist emergency management entities before, during and after disaster incidents. Identify possible funding sources for reimbursement for services provided during disasters.Describe the relationship between Long Term Recovery Groups (LTRG) and I&R services.D-7: Wednesday June 5th, 9 am – 10:15 amBefore Disaster Strikes: Disaster Relief Resources for Aging and Disability PopulationsTrainingWhen a disaster strikes it means that the situation will be harrowing for everyone for a while. This is especially true for the elderly and others with disabilities, whose needs for specialized equipment and care are not always realized or addressed in recovery plans for the general population. This is why it is important to put time into planning and preparation to help with unmet needs long before a disaster strikes.Chris Brand, Friends of Disabled Adults and Children (FODAC), Atlanta, GeorgiaBackground and Qualifications of PresentersChris Brand is the President and CEO of FODAC, and has helped develop the non-profit organization into the largest domestic distributor of recycled / refurbished home medical equipment (HME), providing more than $10 million of equipment annually in Georgia and across the United States, all at little or no cost to the recipients. In its 33-year history, FODAC has supplied HME to recipients in all 50 states and 4 US territories. Under his leadership, FODAC has created a network of equipment access sites comprising over 14 locations around Georgia and South Carolina; established a relationship with Red Cross and GEMA to house and distribute disability shelter kits for general population shelters in Georgia; and, in collaboration with FEMA, leveraged new HME donations to assist regions affected by disasters around the country. FODAC was recently awarded membership in NVOAD (National Voluntary Organizations Active in Disaster).Workshop Objectives:After attending this workshop, participants will be able to:Establish and maintain relationships with local NGOs and government-funded organizations ahead of a disasterIdentify and work with local disaster coalition teams during disaster recoveryIdentify and work with onsite FEMA contacts to address current and on-going needs for the community in the aftermath of a disasterD-8: Wednesday June 5th, 10:30 am – 11:45 amTeam Rubicon USA, Volunteer Disaster Response and RecoveryCommunity Partnerships, TrainingThis presentation from Team Rubicon’s volunteer leadership will include who Team Rubicon is and how we help communities affected by a disaster. More importantly, we will share how to request Team Rubicon as a resource for your communities.Jeff Covert, Team Rubicon, GeorgiaBackground and Qualifications of PresenterJeff Covert is a retired Marine and is currently serves as a Police Officer in the city of Suwanee, Georgia. Jeff has been with Team Rubicon since 2015, and in a leadership position in Team Rubicon since 2016. He has deployed to disaster responses with Team Rubicon in Georgia, Tennessee, and Kentucky. In addition to being Team Rubicon’s Georgia State administrator, he also teaches ICS 300, ICS 400 and Core Operations to the volunteers.Workshop Objectives:After attending this workshop, participants will be able to:Share the value of Team Rubicon as a resource to communities struck by disastersShare how to request a Team Rubicon response to communities with unmet needs Share the requirements to join Team Rubicon and the benefit of joining our AWESOMENESSI&R Service Delivery Track The sessions on this track are geared towards issues distinct to I&R Service Delivery. However, there are sessions here of interest to people working in other areas of I&R, plus there are sessions in other tracks relevant to I&R service delivery issues. Remember, anyone can attend any session and that everything in I&R is connected.E-1: Monday June 3rd, 10 am – 11:15 pmWhat Color Are Your Socks? Asking Demographics and Feeling OK About ItData Use, Person Centered ApproachThis presentation of an Oregon-based 211 and ADRC, will cover why we collect demographic data, tools for asking the questions, and how the information is used to improve your agency and your community. You will hear from a Community Resource Specialist, a call center manager, and a data analyst about all things ‘demo’, and learn some tools to improve the process for you and your staff. You’ll hear some examples of ways to ask demographics that may be more comfortable for you and your caller. And we will also look at demographic requirements and changes coming from the census and REAL+D, using an equity lens expanding vocabulary around gender identity, race, military/veteran status, and more! Ciara Doyle, 211info, Portland, Oregon; Lacey Hanson, Aging and Disability Resource Center of Multnomah County, Portland, Oregon; Nickcolynn Nixon, 211info, Portland, Oregon Background and Qualifications of Presenters Lacey Hanson is the Program and Technical Specialist for the ADRC of Oregon and oversees I&R and Resource database entry statewide. She came to this position after supervising the Resource department at 211info of Oregon and SW Washington. Lacey is responsible for providing training, support and technical assistance to ADRC of Oregon staff. She is a member of the AIRS Taxonomy and Resource Database Committees and has participated in software development, upgrade and implementation. Lacey graduated from Portland State University in Administration of Justice and Spanish and subsequently obtained a Bachelor of Fine Arts degree from Oregon College of Art and Craft. Outside of the office, Lacey is a metalsmith and makes jewelry, knives and small sculpture.Ciara Doyle is the Director of Contact Center and Programs for 211info in Portland, OR, where she supervises a statewide call center. She is responsible for program design, training, and organizational integration of core & specialized programs including lines for basic I&R services; foster parent support; environmental health concerns; and homeless services coordinated entry. Prior to joining 211info in 2012, Ciara worked in youth services with a variety of community-based programs, including a runaway youth crisis center & emergency shelter, youth employment training program, and reproductive health organizations. She has a Master’s in Social Work from Portland State University and a Bachelor’s in Social Work from North Carolina State University. Her interests include backpacking, travel, the internet, and Jack Russell Terrier rescue.Nickcolynn Nixon is the longest-serving Community Information Specialist at 211info, which she joined in 2010. She assists with training, has served on several committees and was a founding member of the 211info Equity Team. Nickcolynn brings to the table experience in answering a variety of demographic questions from age and gender identity to housing status.?For the past seven years, Nickcolynn has been president of the Inspirational Choir at her church.Workshop Objectives:After attending this workshop, participants will be able to:Better understand why we ask demographics in I&RFeel more confident asking demographic questionsUnderstand how demographic data is used after you collect itE-2: Monday June 3rd, 1 pm – 2:15 pmFive Keys to Conquer Stress for Enhanced Communication and Improved Work Performance (Part One)Self-CareThis is a practical, hands on workshop where attendees will walk away with tools that can be used right now to help manage stress, improve work/life balance and enhance work outcomes. This workshop, though great for everyone, is perfect for the high-stress, Type A individual that has trouble shutting down, relaxing, meditating and leaving work at work. You will learn mindfulness, meditation, affirmations, breath work and the warning signs of stress. And we’ll get some laughs along the way. Kathy Gruver, , Santa Barbara, CaliforniaBackground and Qualifications of PresenterKathy Gruver, PhD has graced stages on four continents, three cruise ships and a handful of islands (including TEDx). Her combination of humor, performance background, real life experience and formal education makes her a well-rounded, in-demand speaker. She hosts the TV show based on her first book, The Alternative Medicine Cabinet and has earned her PhD in Natural Health. Dr. Gruver is the twelve-time award-winning author of seven books including, Conquer Your Stress, Workplace Wellness, Conquer your Stress at Work, and Journey of Healing. She has studied mind/body medicine at the famed Benson-Henry Institute for Mind-Body Medicine at Harvard and has been featured as an expert in numerous publications, and has appeared on over 250 radio & TV shows. In 2015 she had the privilege of creating a stress reduction program for the US Military. For fun and stress relief Gruver does hip hop and flying trapeze.Workshop Objectives:After attending this workshop, participants will be able to:Recognize the warning signs of stress Master a mindfulness practice and mini meditation for improved relaxation and management of stressExamine the connection between our words, thoughts and action and how using customized affirmations and visualization can stop stress and lead to a more fulfilled futureLearn a simple breath exercise that will stop stress immediately. Discover the difference between responding and reacting and how to make that choice in the moment for improved communication, cognitive function and personal relationships. E-3: Monday June 3rd, 2:45 pm – 4 pmFive Keys to Conquer Stress for Enhanced Communication and Improved Work Performance (Part Two) (See description E-2)Self-CareE-4: Tuesday June 4th, 8:45 am – 10 amFeelin' Peachy! Empathy's More Than A FeelingPerson Centered ApproachEmpathy is much more than saying "It sounds like <insert feeling here>". Neuroscience tells us we all process empathy through the Supramarginal Gyrus. It is the manner in which we implement that process that is the true measure of our ability to be empathic. This workshop will look at balancing the four types of empathy in such a way that that being empathic does not have to sound like hackneyed psychobabble.John Plonski, IMAlive Virtual Crisis Center, Hicksville, New YorkBackground and Qualifications of PresenterJohn Plonski has 30 years’ experience in the fields of Crisis/Suicide Intervention and Information and Referral. He has presented at the local, state, national and international levels on topics relevant to developing and established organizations that address agency and staff development with the goal of helping caregivers to effectively empower those who reach out in need. As the Director of the IMAlive Virtual Crisis Center John developed the Helping Empathically As Responders Training (HEART). HEART is the online video course used to train all IMAlive volunteer responders. Workshop Objectives:After attending this workshop, participants will be able to:Understand the 4 types of empathy and identify where they lie in the empathic continuum Balance the 4 types of empathy so they are neither Spock-like or B-movie over-emotional Implement a 5-step process to develop empathy within themselves and their staffFeel peachyE-5: Tuesday June 4th, 10:30 am – 11:45 amI&R BootcampPerson Centered ApproachI&R is so much more than just phone calls. This workshop is a primer for new I&R staff and a refresher for I&R veterans to discuss specific tools and techniques to help you better connect people with services. Christopher Moore, Howard County Office on Aging & Independence, Maryland; Tené Young Howard County Office on Aging & Independence, Maryland Background and Qualifications of PresentersChristopher Moore is the Director of the MAP Program at the Howard County Office on Aging & Independence, as well as the Immediate Past President of Maryland AIRS. He first received his CIRS-A/D certification in 2008. He has worked in Human Services for 20 years, and in Information & Referral for the past 12 years. Chris earned his Bachelor’s Degree in Psychology from Hampton University in 1999 and his Master’s Degree in Management of Aging Services from the University of Maryland Baltimore County’s Erickson School in 2015. Tené Young is a Human Services Specialist and Options Counselor at Howard County’s Office on Aging and Independence. Tené received her Bachelor’s degree in Psychology from Mary Baldwin College in 2010 and her Master’s degree in Professional Counseling in 2018 from Liberty University. Tené has over a decade of experience working in human services, serving populations including older adults, individuals with mental health issues, individuals with substance use issues, and adults with disabilities. Tené identifies her desire to be of service as the driving force behind her many successes in the Human Services field. In her spare time Tené is an avid do-it-yourselfer, specializing in furniture remodeling and home décor. She also serves as a personal paparazzi for three-year-old son.Workshop Objectives:After attending this workshop, participants will be able to:Describe the history of Information & ReferralIdentify the steps of a good I & R contactDescribe special techniques to use with difficult callersE-6: Tuesday June 4th, 2 pm – 3:15 pmDigging Deeper – The Art of Asking QuestionsPerson Centered ApproachThis session will explore barriers to asking questions and how to overcome them, including breaking down the different types of questions and why we ask them, being confident when asking difficult questions, supporting challenging clients or complex situations. Learning when to talk and when to listen. Tips on asking high quality questions that will help lead clients to the best resources for their individual situations and how to think critically about what we need to know to give the best resources. Julie Nurmi, Canadian Mental Health Association – Edmonton Region, Edmonton, AlbertaBackground and Qualifications of PresenterJulie Nurmi is the Team Lead of the 211 Program - Canadian Mental Health Association – Edmonton. She has 9+ years of experience in answering 211, both front line and in a supervisory capacity. She is AIRS and CCW Certified and is the Lead Trainer for the 211 Program. She has a BA in Psychology (cum Laude) and has experience presenting on 211, further educating the public on the services offered. Workshop Objectives:After attending this workshop, participants will be able to:Understand the different types and nature of the questions needed for effective Information and ReferralBe confident in asking difficult questions and be prepared for the range of client responsesUnderstanding the role of active listening in knowing what questions to ask nextAsking questions to support the Information and Referral ProcessUnderstand the balance between the client telling their story and the importance of asking questions to dig deeper. E-7: Tuesday June 4th, 2 pm – 3:15 pmGrief and Bereavement: Empowering When Someone is HurtingPerson Centered ApproachLoss is something that we, as well as those who come to us, experience. Even though loss is universal, the response to loss is individual. This workshop will take a brief look at the process of grief and bereavement with the goal of empowering us to empower others through a process of healing.John Plonski, IMAlive Virtual Crisis Center, Hicksville, New YorkBackground and Qualifications of PresentersJohn Plonski has 30 years’ experience in the fields of Crisis/Suicide Intervention and Information and Referral. He has presented at the local, state, national and international levels on topics relevant to developing and established organizations that address agency and staff development with the goal of helping caregivers to effectively empower those who reach out in need. As the Director of the IMAlive Virtual Crisis Center John developed the Helping Empathically As Responders Training (HEART). HEART is the online video course used to train all IMAlive volunteer responders. online video course used to train all IMAlive volunteer responders.Workshop Objectives:After attending this workshop, participants will be able to:Introduction to the manner in which people process lossRecognize a consumer may need supportive resources that go beyond requested resourcesHow to use Grief SpeakThis is in response to a recent Networker thread about telephonic bereavement referrals.E-8: Wednesday June 5th, 9 am – 10:15 amImproving Client Engagement via Phone-Based ServicesPerson Centered ApproachThe major aim of this workshop is to discuss different engagement techniques with I&R agencies that provide phone-based services. The session will be very interactive and will require participants to work in groups to gain knowledge. We will begin with reviewing the key principles and then have the participants divide into break out groups to apply the information received, before finishing with a Q&A session. Shamonica McGill, Healthy Mothers, Heathy Babies Coalition of Georgia, Atlanta, Georgia Background and Qualifications of PresentersShamonica McGill serves as the Call Center Manager for Healthy Mothers, Healthy Babies Coalition of Georgia. Shamonica oversees information and referral services for four lines of business on behalf of HMHB including the Children 1st Screening Line, the Georgia Family Healthline, Help Me Grow Georgia, and the 1-800-Children Helpline on behalf of Prevent Child Abuse Georgia. Shamonica received a Master’s of Science in Developmental Psychology from Clayton State University in 2014. During her tenure at HMHB, Shamonica has had the opportunity to develop and modify procedures to enhance the delivery of services to clients, vendors, and community partners. She has also worked on several projects with the Georgia Department of Public Health and Prevent Child Abuse Georgia to increase family engagement and improve data integrity toward measuring outcomes.Workshop Objectives: After attending this workshop, participants will be able to:Best practices in keeping clients engaged on the phone Techniques to defuse angry clients Techniques to build rapport with clients via telephone E-9: Wednesday June 5th, 2:15 pm- 3:15 pmService Delivery Open House: Final SessionThis post final-lunch session offers an issue-oriented drop-in to provide time for constructive reflection, collaborative problem-solving and final networking. The workshop will be facilitated and an online space set-up during the conference for people to post “let’s talk about” ideas for people who are planning to attend (although anyone can just drop-in). We will also be using it as an opportunity to follow-up with issues emerging from the other sessions on the Service Delivery Track or any unanswered questions still remaining.I&R Management Track The sessions on this track are geared towards issues distinct to I&R Management. However, there are sessions here of interest to people working in other areas of I&R, plus there are sessions in other tracks relevant to I&R management issues. Remember, anyone can attend any session and that everything in I&R is connected.F-1: Monday June 3rd, 10 am – 11:15 amOperation Overnight: The Goal of Being 24/7TrainingWhat do you think of when you hear about working the overnight shift? This presentation should make that concept a bit more enjoyable compared to what you initially thought! This session will discuss fun/creative approaches to providing I&R coverage 24/7. Despite facing challenges to the overnight, there are always options. This is a must for centers wanting to be 24/7 or for existing 24/7 centers that need to push forward.Richard Shutes, Jewish Community Services of South Florida, North Miami, Florida; Matthew Walton, Jewish Community Services of South Florida, North Miami, Florida Background and Qualifications of PresentersRichard Shutes has worked in various capacities in the world of I&R and most recently as the Helpline Director for Jewish Community Services’ 2-1-1 Contact Center. Richard holds a Master’s in clinical mental health counseling and has CRS and CCW certifications. Richard is an AIRS site reviewer and member of the AIRS Training Committee.Matthew Walton is currently the Overnight Manager for Jewish Community Service’s 2-1-1 Contact Center.? Matthew oversees overnight staff and operations including?? Lifeline Chat, Cope Hotline, Broward 211, NE 211, and others.? He is a Certified Community Resource Specialist (CRS) and has his Crisis Worker Certification (AAS). He is a graduate of LaSalle University with BA in Social Work.? Prior to joining the 2-1-1 Contact Center, Matthew had over fifteen years of experience working with victims of disaster and working with active duty military members and their families as well as reservists, national guardsmen, and veterans, including a tour in Iraq with the American Red Cross. Workshop Objectives:After attending this workshop, participants will be able to:Make a more informed decision about going 24/7Realize the advantages to clients and the agency by going 24/7Explore options with existing 24/7 211 call centers. How to make 24/7 coverage a positive experienceF-2: Monday June 3rd, 1 pm – 2:15 pmStrategic Partnerships: How to Bring Macro-Level Thought to Micro-Level ApplicationCommunity PartnershipsIn today's fast-paced integrated health and social services world, it is critical for crisis and social service contact centers to build meaningful relationships with stakeholders across a broad chasm of specializations and demands. This workshop puts the contact center at the middle of a vast network of services and resources as the connection point between disparate systems. By incorporating four key principles into your operation, you will hold the foundational building blocks for strategic partnerships. Justin Chase, Crisis Response Network/AZ 2-1-1; Tempe, Arizona Background and Qualifications of PresenterJustin Chase is the President and CEO of Crisis Response Network and its subsidiary organizations (Centerpoint for Hope and Community Information and Referral Services/AZ 2-1-1). Justin is a nationally recognized subject matter expert in crisis systems, contact center operations, recovery-oriented systems of care, peer integration, non-profit organizational leadership and development, and developing sustainable, effective and efficient healthcare programs and systems. Justin received his Bachelor's and Master's degrees in Social Work from Arizona State University and holds a Certificate in Nonprofit Management from Duke University. Justin is a Licensed Master Social Worker, Certified Professional in Healthcare Quality and a Fellow with the American College of Healthcare Executives. Workshop Objectives:After attending this workshop, participants will be able to:Build skills to know your audience and their perspectivesImprove your ability to adapt and be flexibleUtilize stories to inspire othersF-3: Monday June 3rd, 2:45 pm – 4 pmCollaboration Building: Step-by-StepCommunity PartnershipsLearn how to collaborate through role-playing. This session is an ‘adventure’ where you join a fictional agency, take on a persona and role and help (or don’t) define how your agency will collaborate and partner with others. Interactions include group discussion, allowing you to get creative to identify goals, risks and eventually build a collaboration. We will walk you through recommended “Get Ready Tasks” that will make your next collaboration negotiation more successful. Leave the negotiations with a sample agreement/MOU you can use in your real-world partner building adventures.Polly McDaniel, iCarol, Canisteo, New York; Crystal McEachern, iCarol, Edmonton, Alberta Background and Qualifications of PresentersPolly McDaniel has spent the past 12 years working in the information and referral industry. She spent 9 years with The Institute for Human Services’ 2-1-1 HELPLINE program, with the later of her years as their Operations Manager, overseeing operations of the contact center and the resource department. She currently works for iCarol as the Director of Business Development. She excels at helping users to best use their system to meet the mission of their organizations. During her career, Polly has presented workshops and trainings on the local, state and national levels to further information and referral work including participation in multiple task force groups. She also was the Resource Track Manager for three years for the AIRS Annual Conference.Crystal McEachern’s career started in the technology field before moving to the crisis and I&R industry where she worked for 8 years. She started in I&R by volunteering for her local crisis line, and quickly transitioned to answering the 211 line, then to the Resource Team where she was responsible for the oversight and management of the local and provincial Resource Database. Crystal currently works for iCarol as a Senior Product Manager where she identifies opportunities to better server helplines and crisis lines with technology. Crystal has presented at workshops and trainings throughout North America, and volunteers for the AIRS Certification Commission.Workshop Objectives:After attending this workshop, participants will be able to:Identify and discuss internal goals and risks for collaborationsComplete “Get Ready Tasks” recommended for building a collaborationEvaluate, set goals/outcomes, define indicators of success and create an example agreement/MOU for a collaborative partnershipF-4: Tuesday June 4th, 8:45 am – 10 amWinning Grants: How to Turn “No’s” Into “Yes”FundingLearn how to uncover what opportunities are worth your time, build relationships with funders, get them to ask you for a proposal, match your needs with their agenda, and why a “no” is really the first step to “yes.” We will also cover efficient online research tools, and when not to use them. The presenter has many years’ experience as a grants officer awarding grants, and as an applicant successfully acquiring millions of dollars in funding. Some initial experience with grant writing and grant applications is useful, but not required.Dr. W. Douglas Zimmerman, Visionlink, Boulder, ColoradoBackground and Qualifications of PresenterDouglas Zimmerman has served on the staff as a Program Officer or in other roles for one of the nation’s leading Community Foundations, an operating foundation, and a private foundation. He was the teaching fellow and then instructor at the Harvard Graduate School of Education for a course on Philanthropy for a total of seven years. He has developed and presented highly successful grant writing workshops for many years for a range of audiences. He has written millions of dollars of successful grant funding applications in education, workforce development, social services, and other sectors. Different from other presenters on this topic, Zimmerman focuses less on the “writing” part of grant funding, and more on the strategies and tactics that applicants should pursue as they turn their good ideas into something a funder will in fact support. Workshop Objectives:After attending this workshop, participants will be able to:More accurately assess what makes a funding opportunity likely or unlikelyBuild useful relationships with fundersGet funders to ask for a proposalMatch the 2-1-1’s funding needs to the funder’s agendaHow to efficiently use online research toolsHow to find hidden funders not listed onlineAnd yes, how to use a few tips about the actual writing of grant applicationsF-5: Tuesday June 4th, 10:30 am – 11:45 amConnect the Unconnected through Community Information ExchangesHealthcare and Social Determinants, TechnologyWith a growing movement towards “person-centered services” and interconnectivity with health and social service programs, it is essential that communities establish Community Information Exchanges to allow organizations to care coordinate with each other and their clients to improve their health outcomes, improve organizational and system efficiencies and lower costs of delivery. This session will highlight work being done in San Diego and beyond to implement and sustain such exchanges.Bill York, 211 San Diego and Community Information Exchange of San Diego, San Diego, CaliforniaBackground and Qualifications of PresenterWilliam York is the Executive Vice President of 2-1-1 San Diego overseeing the organization’s $13 million budget, 150 staff, 7 departments, and 24/7 operations of 2-1-1 and the Community Information Exchange.Workshop Objectives:After attending this workshop, participants will be able to:Learn about CIE’s and what are the core tenants of a CIELook at their own organization’s capacity to determine what role they want to play in the CIE space in their community.Understand the ultimate benefits of such systems F-6: Tuesday June 4th, 10:30 am – 11:45 amAIRS Accreditation: What’s New?Training This workshop is for those considering applying, currently in the process or for those that will be renewing their Accreditation in the next year. Join us to learn about the new Secret Shopper component, hear about our new national partner and meet the new Accreditation Manager. There will be an opportunity to ask questions and to share helpful tips. Jennie Pollak, Michigan 2-1-1, Lansing, MichiganBackground and Qualifications of Presenter Jennie Pollak is the chair of AIRS Accreditation Commission and an AIRS Board member. She has worked in diverse roles in all aspects of I&R.Workshop Objectives:After attending this workshop, participants will be able to:Learn about new Secret Shopper ComponentMeet new Accreditation ManagerHear about new national partnerF-7: Tuesday June 4th, 2 pm – 3:15 pmCreating an Online Training Program for Community Resource Specialists: A Test CaseTrainingAfter much vacillating, we took the plunge and put our I&R training online for public consumption. This workshop addresses the challenges, benefits and lessons learned. Participants will have the opportunity to go through this interactive and facilitated course. The course consists of 4 modules (Introduction to Information & Referral; Assessment Skills; Navigation Skills; Advocacy, Follow-up and Crisis Intervention) and incorporates several learning styles. Feedback appreciated.Faed Hendry, Findhelp Information Services, Toronto, OntarioBackground and Qualifications of Presenter Faed Hendry is the Manager of Training and Outreach with Findhelp Information Services in Toronto, Ontario. He has delivered hundreds of training workshops related to I&R. He is an AIRS Past-President and has served as the Chair of the AIRS Standards Committee and is also an AIRS Accreditation Site Reviewer. He has worked in the field since 1989.Workshop Objectives:After attending this workshop, participants will be able to:Determine the advantages and disadvantages of creating an online I&R training programIdentify strategies and approaches for online training engagement.Identify potential issues and define solutions for the design and development of online learningF-8: Wednesday June 5th, 10:30 am – 11:45 amDeveloping Partnerships and Building Your Volunteer BaseCommunity PartnershipsThis interactive session will cover the benefits of partnerships, how to develop and sustain partnerships and overcoming barriers. The participants will create a partnership mosaic to identify potential partnerships from their communities. There will be an open discussion forum to discuss the six stages of the volunteer management cycle and the value of knowing your volunteer’s motivation, generation and learning style. Shannon Jones, Tennessee Commission on Aging and Disability, Nashville, Tennessee; Sidney Schuttrow, Tennessee Commission on Aging and Disability, Nashville, Tennessee Background and Qualifications of PresentersShannon Jones has been working in the field of Aging for 27 years. As a former Nursing Facility Administrator and currently the TN SHIP Director, she has had to develop partnerships with many organizations to build and expand program capacity. She has learned through experience developing partnerships at the local, state and federal levels what works and what creates barriers to partnerships. Shannon has a Bachelor’ degree in Public Health concentrating in Community Health and a Master of Public Health with a concentration in Health Administration.Sidney Schuttrow has 8 years of volunteer management experience. In 2018, she was promoted to Director of Volunteer Services to recruit and retain volunteers for 7 key statewide programs. She has a Bachelor’s degree in Recreation and Sport Management from Indiana State University and a Master’s in Public Administration from Tennessee State University. During both her undergraduate and graduate career, she received a certificate in Nonprofit Management. In 2017, she completed the Volunteer Management Certification Program by the Centers for Nonprofit Management. Sidney volunteers for nonprofits in the Nashville area to gain more experience from fellow volunteer coordinators.Workshop Objectives:After attending this workshop, participants will be able to:Identify key partnerships within your current communityRecognize methods form managing partnershipsLearn the importance of the 6 stages of the Volunteer Management Cycle Discuss generations, motivations, and learning styles to better recruit, retain and recognize volunteersF-9: Wednesday June 5th, 2:15 pm- 3:15 pmI&R Management Open House: Final Session This final after-lunch session serves as an issue-oriented drop-in to provide time for final networking and to try and find answers to any yet-unanswered questions. The workshop will be facilitated, and an online space will be set-up during the conference for people to post "let's talk about" ideas if they are planning to attend. If there are any topics that you still have questions on, this is a time when you can get those questions answered. Clive Jones, AIRS, Victoria, British ColumbiaResource Database Track The sessions on this track are geared towards issues distinct to I&R Resource Databases. However, there are sessions here of interest to people working in other areas of I&R, plus there are sessions in other tracks relevant to I&R resource database issues. Remember, anyone can attend any session and that everything in I&R is connected.G-1: Monday June 3rd, 10 am- 11: 15 amWrangling the Pumpkin Patch: Translating Taxonomy in I&R TrainingTrainingTaxonomy is like a foreign language, but once mastered, it’s a pivotal tool for pinpointing relevant referrals amongst the thousands of records in a resource database. This session will provide a framework for introducing Taxonomy clearly and memorably to new staff, “translating,” so it’s easier to understand. We’ll discuss strategies to encourage trust and reliance on Taxonomy searching long after training ends. This session is for I&R managers or anyone who plays a role in training staff on Taxonomy use.Patricia Skagen-Emokpae, Canadian Mental Health Association – Edmonton Region, Edmonton, Alberta, CanadaBackground and Qualifications of PresenterPatricia Skagen-Emokpae has worked in the 211 program of the Canadian Mental Health Association – Edmonton Region since 2016, first as a Community Resource Specialist, then in her current role as Database Team Lead. She is an AIRS Certified Community Resource Specialist (CRS) and Community Resource Specialist – Database Curator (CRS-DC), as well as a Certified Crisis Worker with the American Association of Suicidology. Workshop Objectives:After attending this workshop, participants will be able to:Confidently explain taxonomy using the “Pumpkin Patch” analogy, relating the database to a pumpkin patch, database records to pumpkins, taxonomy as a method to sort pumpkins, etc.Identify pitfalls that may erode staff trust in taxonomy searches, such as: lack of familiarity with search toolsinaccurate or inconsistent taxonomy indexingineffective customization of the taxonomy communication breakdown between CRS and CRS-DC teams Recognize signs of these pitfallsEnact strategies to address each potential pitfallG-2: Monday June 3rd, 1 pm- 2:15 pmFrom Atlanta with Love: How We Keep our Resource Database Relevant and AwesomeOutreachSometimes old school is the way to go. This workshop is for resource staff who are asked to create printed directories but are on the fence in their usefulness. Also, social media could be a monster, but we will also show you how to tame it and use it to your advantage. Lastly, we will share an innovative way to make our service available to the community and in an affordable manner.Hector Vargas, United Way of Greater Atlanta 211, Atlanta, Georgia; Shannon Norris, United Way of Greater Atlanta 211 Atlanta, Georgia; Nhora Plehn, United Way of Greater Atlanta 211 Atlanta, Georgia Background and Qualifications of (All) Presenter(s): Hector Vargas has been working as a Senior Special Project Specialist for over 10 years. Besides providing short-term case management to some of the 211 clients, he is also in charge of the update, distribution and invoicing of all the request for all the printed directories that United Way of Greater Atlanta 211 receives.Shannon Norris has been working as the Database Coordinator for the past 5 years. Shannon oversees updating the 211 database on a daily basis, as well as assisting with the United Way of Greater Atlanta 211 social media channels (Facebook, Twitter, Instagram). Nhora Plehn has been working as the Community Resource Manager for the past 14 years. Nhora’s main job is to find new resources to include into the database. Recently she has started adding Resource Rooms at different locations around the metro Atlanta area in order to make the service more accessible to the community.Workshop Objectives:After attending this workshop, participants will be able to:Decide if their community can benefit of making printed directories available and the ways to do soGet ideas on how to use social media for resource updates, during times of disaster or to find new community resourcesLearn a different way to not only promote, but make the 211 service available to everyone, even those who may not have a computer or phone of their own.G-3: Monday June 3rd, 2:45 pm- 4 pmOh, the Places Your Resource Data Could Go!Data Use, TechnologyThis session will allow participants to gain an understanding of what resource data sharing means, the different opportunities it entails, and how to start considering if their organization could take on this task. This topic will be presented from both the resource maintenance and technical perspectives and the material would be relevant for Database Curators and IT/Technology staff. Examples of our agency’s data sharing projects will be presented and explained to empower participants to generate their own plans on how to share resource data. Kate Quigley, United Way of Connecticut 2-1-1, Rocky Hill, Connecticut; Scott Robidoux, United Way of Connecticut CT, Rocky Hill, Connecticut Background and Qualifications of PresenterKate Quigley is the Lead Resource Specialist/Project Manager at the United Way of CT 2-1-1 where she has worked since 2001. She began her career as a Call Specialist, then served as an After-Hours Supervisor and now works in the Information Services Department assisting her team in updating the CT 2-1-1 database of over 40,000 programs. Kate provides trainings to providers and community members on how to navigate the website and has worked on several data sharing projects during her tenure. Scott Robidoux is the Director of Data Solutions at the United Way of CT. He is responsible for everything that interacts with and uses data from the databases, including overseeing the application development, BI and reporting teams. He has been with UWC for 10 years and been in IT for 20 years. His team is responsible for the 2-1-1 CT search engine, including design, development, maintenance, enhancements and reportingWorkshop Objectives:After attending this workshop, participants will be able to:Identify opportunities data sharing can present that would be beneficial to both the community and to their organizationEstablish strategies to network with municipal and state partners to create data sharing agreementsExplain the high-level technical considerations of how to share, and more importantly control, access to your resource data on both small and larger scalesG-6: Wednesday June 5th, 9 am- 10:15 amBuild the Foundations of a Peach-tacular Resource Database (Part One)Data Use, TrainingPresenters will discuss the building blocks that are the foundation of all peachy resource databases. The session will begin by defining who your community resource database will serve. They will then touch on the 5 policies and procedures used as the blueprint to guide the work of curating a resource database. Special attention will be placed on your inclusion/exclusion policy and a resource element data map/matrix to document and direct your decisions for the future. Appropriate for all resource staff and their managers.Laura Smith, Ontario 211 Services, Toronto, Ontario; Polly McDaniel, iCarol, Canisteo, New York; Crystal McEachern, iCarol, Edmonton, Alberta Background and Qualifications of PresenterLaura Smith has been with 211 for 7 years, both in a regional contact centre (211 Central South) and as a Data Analyst with Ontario 211 Services. She received her certification from AIRS as a Resource Specialist in 2012. In her current role, Laura serves as a Co-Chair of the provincial Data Management Team that ensures high quality data for the province, according to AIRS and 211 Ontario data standards. She also supports 211 Ontario’s provincial Business Intelligence platform and works with provincial partners to provide access to 211 data for specialized portals, projects or social research. Laura received a Master’s degree in Information Studies (focus on Library Science) from the University of Toronto in 2008.Polly McDaniel has spent the past 12 years working in the information and referral industry. She spent 9 years with The Institute for Human Services’ 2-1-1 HELPLINE program, with the later of her years as their Operations Manager, overseeing operations of the contact center and the resource department. She currently works for iCarol as the Director of Business Development. She excels at helping users to best use their system to meet the mission of their organizations. During her career, Polly has presented workshops and trainings on the local, state and national levels to further information and referral work including participation in multiple task force groups. She also was the Resource Track Manager for three years for the AIRS Annual Conference.Crystal McEachern’s career started in the technology field before moving to the crisis and I&R industry where she worked for 8 years. She started in I&R by volunteering for her local crisis line, and quickly transitioned to answering the 211 line, then to the Resource Team where she was responsible for the oversight and management of the local and provincial Resource Database. Crystal currently works for iCarol as a Senior Product Manager where she identifies opportunities to better server helplines and crisis lines with technology. iCarol is the leading web-based management system for community helplines and crisis lines around the world. Crystal has presented at workshops and trainings throughout North America, and volunteers for the AIRS Certification Commission.Workshop Objectives:After attending this workshop, participants will be able to:Identify the needs and requirements of their stakeholders for resource community dataBuild their Resource Element Data Map/MatrixMake important policy, style and management decisions for their resource departmentIdentify and prioritize resource records for updatingCreate workflows and policies that support resource record updating and validationUse statistics in innovative ways to make informed record maintenance decisionsG-7: Wednesday June 5th, 10:30 am – 11:45 amKeeping your Resource Database Peach-tacular (Part 2)Data Use, TrainingNow that you have a peachy resource database, take the next steps to ensure it is forever Peach-tacular. The second session focuses on resource database maintenance. Learn from experienced presenters what to consider when prioritizing records to be updated, how to create a formal and informal update process, and document your workflows. Make data driven decisions with the use of statistics to weed your records, make informed policy decisions and complete annual review of your inclusion/exclusion policy. Appropriate for all resource staff and their managers.Laura Smith, Ontario 211 Services, Toronto, Ontario; Polly McDaniel, iCarol, Canisteo, New York; Crystal McEachern, iCarol, Edmonton, Alberta Workshop Objectives:After attending this workshop, participants will be able to:Identify the needs and requirements of their stakeholders for resource community dataBuild their Resource Element Data Map/MatrixMake important policy, style and management decisions for their resource departmentIdentify and prioritize resource records for updatingCreate workflows and policies that support resource record updating and validationUse statistics in innovative ways to make informed record maintenance decisionsG-4: Tuesday June 4th, 8:45 am – 10 amTaxonomy 101 (Part One)TrainingUsing the 211 LA County Taxonomy of Human Services to index or search for services can seem overwhelming. We’re here to show you the basics of using the Taxonomy effectively so your resource database will help connect people to the services they need.Steve Eastwood, 2-1-1 Arizona, Tempe, Arizona; Lindsay Paulsen, United Way of the Midlands, Omaha, NebraskaBackground and Qualifications of PresenterSteve Eastwood has over 20 years of experience in resources in Arizona’s statewide information and referral system. He is 2-1-1 Arizona’s supervisor and has presented on various resources topics at AIRS conferences since 2013. He’s also a member of the AIRS Taxonomy Committee.Lindsay Paulsen has more than 15 years of experience in I&R resource management for 2-1-1 serving Nebraska and Iowa. She serves on the AIRS Taxonomy Committee and was recently appointed to the AIRS Board. Lindsay has co-presented at previous AIRS conferences in 2014 and 2017.Workshop Objectives:After attending this workshop, participants will be able to:Effectively use the AIR/211 LA County Taxonomy to index resource dataCreate efficient resource searches for Community Resource Specialists and the general publicFind answers to your Taxonomy questions after the conference is overG-5: Tuesday June 4th, 10:30 am – 11:45 amTaxonomy 102 (Part Two) (see description G-4)TrainingG-8: Wednesday June 5th, 2:15 pm- 3:15 pmResource Database Open HouseThis final session offers an issue-oriented drop-in to provide time for constructive reflection, collaborative problem-solving, and final networking. The workshop will be facilitated and an online space set-up during the conference for people to post “let’s talk about” ideas if they are planning to attend. We will also be using it as an opportunity to follow-up with issues emerging from the other sessions on the Resource Database Track or any unanswered questions still remaining.Steve Eastwood, 2-1-1 Arizona, Tempe, ArizonaData and Technology Track The sessions on this track are geared towards issues distinct to data and technology issues relevant to I&R. However, there are sessions here of interest to people working in other areas of I&R, plus there are sessions in other tracks relevant to I&R technology issues. Remember, anyone can attend any session and that everything in I&R is connected.H-1: Monday June 3rd, 10 am – 11:15 amSesame: Three Models for Resource Data Sustainability Through Open SystemsData Use, Technology Resource data is public information — yet it takes time and energy to maintain. This presents a paradox: how can resource data be both sustainable and “open” (accessible to everyone, through any channel)? This session will offer three hypothetical answers, each being tested through real-world experiments with prospective new business models. We will also consider some still-unanswered questions about how I&R providers can responsibly step into the open.Greg Bloom, Open Referral, Miami Beach, FloridaBackground and Qualifications of PresenterGreg Bloom is the founder of Open Referral, which is promoting openness and interoperability of resource directory data. Previously, Greg managed communications for Bread for the City, the District of Columbia’s pre-eminent anti-poverty service provider. He is a certified cooperative developer and a dedicated community organizer, with more than a decade of experience in GOTV, class-action labor lawsuits, municipal budget battles, community wireless networks, and even a backyard-chicken legalization movement. He has served as a fellow with Provisions Library and Civic Hall Labs, and a resident of the Elsewhere Museum. He has also published writing in In These Times, Civic Quarterly, Personal Democracy Forum, and Code for America’s Beyond Transparency. Workshop Objectives:After attending this workshop, participants will be able to:What we mean by “open data” — and what we don’t mean — and why it matters.How funders can require grantees to provide open data about their own services.How I&R’s can become “data utilities” that sustain operations by generating revenue through premium levels of “Data as a Service”How I&Rs can cooperate with each other and other partners through “data federations” that decrease costs and increase quality of information maintenanceHow to start a pilot project to test one or more of the models above in your community.H-2: Monday June 3rd, 1 pm – 2:15 pmCrash Course on Data Exchange and Data StandardsData Use, Community Partnerships, FundingIn a world where data exchange defines the value of your data, spend 75 minutes in this crash course on data exchange and data standards. We’ll cover the difference between bulk and incremental exchanges (APIs vs CSV), how to structure your data for use by other partners and contracts, how to clean and normalize data in your day-to-day work so that data exchange is not difficult, and the ins and outs of the Human Services/Open Referral Data Standard, HIPPA data impacts, and confidentially considerations. The session will focus on the Tips, Tricks and Traps for Data Exchange and Normalization—the lessons hard won that will make your work easier, regardless of the system or software you use. Designed for those who need to do the work or supervise the work of data management and exchange.Dr. W. Douglas Zimmerman, Visionlink, Boulder, Colorado Background and Qualifications of PresenterDouglas Zimmerman is the CEO and President of Visionlink, Inc. which brings two decades of data exchange experience to this presentation. Visionlink currently supports more than 10 million data calls every month.Workshop Objectives:After attending this workshop, participants will be able to:Assess their own data for its readiness for exchange with partnersUnderstand current data standards and how to leverage themUnderstand the difference between bulk and on-demand data connectionsKnow the key differences that APIs bring to the tableUnderstand how to ensure data is clean and normalizedBe aware of monetization models to capture the value of your dataH-3: Tuesday June 4th, 8:45 am – 10 amI&R and the New Data EconomyData Use, FundingNGO’s across the spectrum are trying to catch up with the new data economy in a digital age. How do you make your case for relevance? Can you work with your community to provide useful needs analysis? Funding entities want measurable results AND they want you to “show your work”, and data is the currency of the 21st century.Russ Jensen, Knoxville’s Center for Service Innovation (CSI) 311/211, Knoxville, Tennessee Background and Qualifications of PresenterRuss Jensen was tapped by then Knoxville Mayor Bill Haslam to design, build, and implement 311 service for the city of Knoxville in October 2004. Prior to that, he was a leading executive in the Ambulance industry following a 14-year career as a Para Medic in Los Angeles beginning when he was only 19. Russ spent 5 years with Rural/Metro Corp. After negotiating an agreement with the Knoxville/Knox County Office on Aging and the United Ways of East Tennessee to take 211 Information and Referral (I&R) into the 311 Call Center, Russ led a rebranding effort to reflect the more updated role of 311 in city services, including the creation of Knoxville’s Ambassador Program to engage employees to drive improvement in the customer experience. Workshop Objectives:After attending this workshop, participants will be able to:Asses your organizations ability to “Make Your Case” for sustainability.Learn to see data as a tool, not a barrier.Seek creative ways to improve QOL in your community using data.H-4: Tuesday June 4th, 10:30 am – 11:45 amHow Data Biases are Affecting Your Decisions: Common Decision-Making PitfallsData UseHow do you analyze reports and make decisions on where to focus your efforts? How do you learn to identify data points to achieve the best understanding of what the data is reporting? What are some of the common (and many times unconscious) biases that arise when looking at data reports? What are some strategies to overcome these biases? These questions and more will be answered in this presentation.Scott Robidoux, United Way of Connecticut, Rocky Hill, Connecticut Background and Qualifications of PresenterScott Robidoux is the Director of Data Solutions at the United Way of CT. He is responsible for everything that interacts with and uses data from the databases, including overseeing the application development, BI and reporting teams. He has been with UWC for 10 years and been in IT for 20 years. His team is responsible for the 2-1-1 CT search engine, including design, development, maintenance, enhancements and reporting, as well as development of our robust business intelligence environment.Workshop Objectives:After attending this workshop, participants will be able to:Identify common biases that may be hindering good decision-makingPractice techniques to overcome identified biasesUnderstand ways to identify other datasets to add to report effectivenessH-5: Tuesday June 4th, 10:30 am – 11: 45 amThe What’s, How’s, and Why’s of Interoperability: Busting Resource Database Silos and Building Resourceful EcosystemsTechnology“Interoperability” is the capacity for different systems to work together. This workshop will consider how interoperability happens and what it makes possible for the I&R sector. We will focus primarily on the prospect of resource directory interoperability – so that the same data can be accessed in real-time by different technologies –?in the context of the Human Service Data Specification and API protocols, which were formally endorsed by AIRS in 2018. We will also consider the opportunities and risks of interoperability for information about people. Greg Bloom, Open Referral, Miami Beach FloridaBackground and Qualifications of PresenterGreg Bloom is the founder of Open Referral, which is promoting openness and interoperability of resource directory data. Previously, Greg managed communications for Bread for the City, the District of Columbia’s pre-eminent anti-poverty service provider. He is a certified cooperative developer and a dedicated community organizer, with more than a decade of experience in GOTV, class-action labor lawsuits, municipal budget battles, community wireless networks, and even a backyard-chicken legalization movement. He has served as a fellow with Provisions Library and Civic Hall Labs, and a resident of the Elsewhere Museum. He has also published writing in In These Times, Civic Quarterly, Personal Democracy Forum, and Code for America’s Beyond Transparency. Workshop ObjectivesAfter attending this workshop, participants will be able to:What data standards are, why they’re important, how they’re developed.Specifically, what are the Human Service Data Specification and API protocols, how they can be used, and how you can shape their development.What APIs are and why they matter.How resource database interoperability can transform systems, build partnerships, yield new revenue streams and improve outcomes.Challenges of interoperability, including the risks for patient information interoperability.H-6: Wednesday June 5th, 10:30 am – 11:45 amSalesforce: A Platform for I&R InnovationTechnologyAre you an I&R professional interested in leveraging the best technology to drive your mission? Learn about the many applications of the Salesforce CRM platform. See how other I&R organizations use Salesforce to manage their resource database, ensure consistent service delivery, evaluate program metrics, and share resources with partner organizations--all while meeting AIRS Standards. Join us for a fun, interactive session and put the power of the cloud to work for your organization! Pierre Kaluzny, Sputnik Moment, Phoenix, Arizona; Aimee Heintz, Sputnik Moment, Phoenix, ArizonaBackground and qualifications of presentersPierre Kaluzny is CEO and Founder of Sputnik Moment, a Salesforce-based consulting company for non-profits. From small to large implementations, Sputnik Moment offers easy-to-use, best-practice Salesforce customizations. His clients include non-profits and foundations.Aimee Heintz works with human service organizations and has overseen the successful implementation of Salesforce for many I & R organizations. She enjoys helping make technology approachable for everyone!Workshop ObjectivesAfter attending this workshop, participants will be able to:Understand the benefits of SaaS (Software as a Service)—not having physical infrastructure to maintain, continuous enhancements, top of the line data security, etc.Learn how other I & R organizations have used Salesforce to build robust and up-to-date resource databases.Learn how Salesforce complies with AIRS data standardsIdentify how Salesforce automations can ensure consistent service follow-up agency-wide.Know the basics of data security and how to control access to sensitive client data using the Salesforce platform.Leverage analytics to gain insight into the efficacy of programs and servicesSee the power of using 3rd party integrations to share resources among I & R partner organizations.For Everyone Track The sessions on this track are geared towards issues that have some relevance to all I&R providers. Remember, anyone can attend any session and that everything in I&R is connected.J-1: Monday June 3rd, 10 am – 11:15 amIntroduction to Funding Programs: Grant Proposals and SustainabilityFundingAn introductory workshop to provide a foundational understanding of the components necessary to achieve success with a funding proposal. This workshop is appropriate for persons new to the topic, as well as a refresher for those with some experience in proposal development for funding. It is also appropriate for those with an interest in administrative aspects of agency functioning, as well as those whose interest continues to be direct service but would like to understand how it all works. Edward D’Angelo, The Information Center, Taylor, MichiganBackground and Qualifications of PresenterEdward D’Angelo has served as President & CEO of The Information Center, Inc., The Family Resource Place (Taylor, MI) since the start of 2008, providing leadership and management of all aspects of the organizational functioning and achievement of mission including programs and services, financial management and accountability, human resources and staff development, community relations and board development. LMSW licensed in both Macro and Clinical Social Work. Employed in Social Work for over 39 years in direct service, supervisory and administrative roles. Workshop Objectives:After attending this workshop, participants will be able to:Understand what a grant proposal is Better understand relationship between funder and funded organizationThe key and essential information required for most funding proposalsJ-2: 1 pm – 1:15 pmOff Site and Without SightTechnology, TrainingThis highly informative open platformed workshop will showcase experienced professionals with extensive knowledge in the fields of remote employment, telecommuting, assistive technology in the workplace, and employing the blind or visually impaired and maintaining 24/7 coverage. Discussions on the benefits of and how to overcome obstacles with a remote workforce as well as the employment of blind staff. Inquiring minds want to know, and we would love to discuss how we successfully staffing center. Dawn Vanderkooi, 211WNY, a program of The Olmsted Center for Sight, Buffalo, New York; Derrick Haudricourt, 211WNY, a program of The Olmsted Center for Sight, Buffalo, New York Background and Qualifications of PresentersDawn Vanderkooi (CRS) Dawn has over 15 years of experience in crisis and information related contact centers. For more than 6 years she has enjoyed her role as the manager of 211WNY, a program of the Olmsted Center for Sight in Buffalo, NY. Derrick Haudricourt (CRS) Derrick started his role within 211WNY as an AmeriCorps OpportunityCorps member. For the last 5 years he has maintained to be a leader within the organization becoming the first blind agent to obtain AIRS Certification as a CRS for 211WNY. In addition to Derrick’s work manning the phones he also helps create accessible training materials for fellow agents as well as providing much needed feedback on which platforms were most accessible to perform job duties as I&R agents. Workshop Objectives:After attending this workshop, participants will be able to:Appreciate the benefits of remote agents.Identify the ease and complexities of maintaining 24-hour coverage. Acknowledge the benefits of a diverse workforce.Have insider information on where to find the best Buffalo wings!J-3: Monday June 3rd, 2:45 pm- 4 pmThe Ins and Outs of Social Determinates of HealthHealthcare and Social Determinants, Community PartnershipsWe have learned that an individual’s social needs can impact their physical health needs. If you can’t afford your electric bill, you probably aren’t able to go to the dentist or pay that co-pay at the doctor’s office. But now that we understand the correlation, what can we do about it? Come and hear what different agencies are doing to help their clients with Social Determinates of Health Needs, how they are screening for those needs, and how they are working with local agencies and health care providers. Melissa Ladd Patnode, Central Michigan 2-1-1/United Way of Jackson County/LifeWays Community Mental Health, Jackson, Michigan; Mike Lightbody, Center for Disabilities and Development (CDD) at University of Iowa Healthcare, Iowa; Karen Milligan, Ontario 211 Services; Pamela Hillier, Community Connection, Collingwood, OntarioBackground and Qualifications of PresenterMelissa Ladd Patnode CRS, CRS-A/D, CRS-DC: Melissa has eight years' experience working in I&R and currently works as Program Supervisor for Central Michigan 2-1-1 where she participated in the community design process to develop a close loop referral network with Henry Ford Hospital, the local United Way, and community agencies. She is a graduate of Baker College with a degree in Human Services and holds AIRS CIRS-A/D, CRS, and CIRS certifications, and is a Mental Health First Aid Instructor and specializes in Veteran’s Mental Health First Aid. Melissa is also a Jackson Leadership Academy Graduate, and a 30 and Under Leadership winner for 2017.Mike Lightbody works at the Center for Disabilities and Development (CDD) at University of Iowa Healthcare which is Iowa's University Center for Excellence on Development Disabilities.? At the CDD, he directs the Iowa Compass program which provides information and referral services to Iowans with disabilities, their family members and service providers.? Iowa Compass consists of AIRS certified resource navigators, community resource curators and outreach specialists.?? Iowa Compass is member of the Iowa/Nebraska Alliance of Information and Referral Services.? Mike received a Bachelors in Psychology and Masters in Health Policy from the University of Iowa.?? He lives in the Kansas City area; pioneering optimal remote work for the University of Iowa.Karen Milligan is the Executive Director for Ontario 211 Services, the governance organization for 211 service in Ontario. Prior to her time in the 211 system, Karen spent seven years developing her passion for community at United Way Ottawa, working on Community-Wide initiatives (including a Leadership Table on Homelessness, an employment initiative for people with disabilities, and an initiative targeted at Youth Addiction treatment and in-school education) where effective collaboration and developing strong partner relationships were the keys to success. Karen also spent several years in the private sector with Ford Motor Company, and in the hotel/tourism sector in Business Development. Karen is also a graduate of the Ivey Business School’s Community Shift Leadership program, class of 2016.Pamela Hillier is a 32-year veteran in the field of information and referral services. She is the Executive Director of Community Connection - an independent I&R and one of six integrated regional contact centres for 211 Ontario. Pam sits on the board of AIRS and the AIRS Executive Committee. She is the current Chair of AIRS Standards Committee and volunteers as an Accreditation Site Reviewer. She is Past Chair of the AIRS Accreditation Commission and has served on the Boards of InformCanada, InformOntario, and the Community Information Online Consortium.Workshop Objectives:After attending this workshop, participants will be able to:They will understand what SDoHs are and how to use them to help their clientsHow others have started to implement the processHow to involve other agencies/medical agencies in this process.Lessons learned and our next steps to improve upon what we developed. J-4: Tuesday June 4th, 8:45 am – 10 amTalking ‘Bout YOUR Generation: Intergenerational Volunteer ManagementTrainingThis session will be an open discussion forum to help develop resources and strategies to get to know the motivations of the four main generations in the volunteer workforce. We will conduct a small group activity to learn the defining moment, strengths, weaknesses and stereotypes of each generation. Lastly, attendees will be given an assessment to help them realize their motivation when it comes to volunteer and possibly use this tool to gain a better understanding of their volunteers’ motivations.Sidney Schuttrow, Tennessee Commission on Aging and Disability, Nashville, TennesseeBackground and Qualifications of Presenter Sidney Schuttrow has 8 years of volunteer management experience. In 2018, she was promoted to Director of Volunteer Services to recruit and retain volunteers for 7 key statewide programs. She has a Bachelor’s degree in Recreation and Sport Management from Indiana State University and a Master’s in Public Administration from Tennessee State University. During both her undergraduate and graduate career, she received a certificate in Nonprofit Management. In 2017, she completed the Volunteer Management Certification Program by the Centers for Nonprofit Management. Sidney volunteers for nonprofits in the Nashville area to gain more experience from fellow volunteer coordinators.Workshop Objectives:After attending this workshop, participants will be able to:Evaluate how major defining moments have shaped the Traditionalists, Baby Boomers, Generation X, and Millennial generations that make up the current volunteer baseDiscuss strengths and weaknesses of each generation to see how each would best fit general volunteer rolesExpose stereotypes of each generation and discuss how bias can hinder an effective volunteer programLearn your own motivations for volunteerism through taking “The Functional Approach to Volunteer’s Motivations” survey and evaluate if it is a helpful tool to use in your current volunteer programJ-5: Tuesday June 4th, 2 pm – 3:15 pmBuilding an Effective Closed-Loop Referral Network to Address Social DeterminantsHealthcare and Social DeterminantsHealthcare providers and community agencies are looking to I&R programs to work with them to assess clients’ social determinant needs, identify resources to address them, then work together to track referrals and client outcomes. Learn from case studies and research to identify partnership opportunities, strategies for building an effective partnership, and defining your organization’s role and expectations as an I&R partner in a community care network. This workshop is designed for senior managers and directors involved in program design and development. Dr. Michael Klinkman, Great Lakes Research into Practice Network, Ann Arbor, Michigan; Melissa Ladd-Patnode, Central Michigan 2-1-1, Jackson, Michigan; Bob Fike, CEO, RiverStar Software, Michigan Background and Qualifications of PresentersMichael Klinkman, MD, MS is a family physician, Professor of Family Medicine at the University of Michigan and Director of the Great Lakes Research into Practice Network. He also serves as Medical Director of the Jackson Health Network in Jackson, Michigan, where he has worked with community stakeholders, human service agencies, and healthcare providers to co-design and implement a community care model and shared IT Hub (Jackson Care Hub) to assess patients’ social determinant needs, ensure they receive appropriate services through closed-loop electronic referrals, and track the impact on health outcomes. Dr. Klinkman is a graduate of the University of Michigan Medical School.Melissa Ladd-Patnode has eight years' experience working in I&R and currently works as Program Supervisor for Central Michigan 2-1-1, where she participated in the community co-design process to develop the Jackson community care model and Jackson Care Hub, working closely with Henry Ford Allegiance Hospital, Jackson United Way, and many community agencies, leading work to create the role of 2-1-1 Navigator to assist clients in managing complex service needs. She is a graduate of Baker College with a degree in Human Services and holds AIRS CIRS-A/D, CRS, and CIRS certifications, and is a Mental Health First Aid Instructor. Melissa is also a Jackson Leadership Academy Graduate, and a 30 and Under Leadership winner for 2017.Bob Fike is CEO of RiverStar Software. With more than 40 years of experience in contact center, communications and technology, Bob is a well-respected leader and pioneer in software development and contact center solutions. He holds a PhD in Systems Engineering from Arizona University.Workshop Objectives:After attending this workshop, participants will be able to:Demonstrate the importanceof connecting community and medical information silos to address social determinant of health needsUnderstand the interests and goals of health providers, human service agencies and other community stakeholders when designing a referral networkDefine and advocate effectively for the interests of I&R services and clients in the design, implementation and operations of a referral network.J-6: Tuesday June 4th, 2 pm – 3:15 pmWhat To Do Now To Be Ready for HIPAA CompliancePolicy and Law, TrainingThis session is designed for 2-1-1, I&R, volunteer and disaster relief centers preparing to become HIPAA compliant in the future. We will focus on the core requirements of the HIPAA regulations, what it means when your center is not a covered entity, when you will need to comply, and what you can do now — in policy and practice to better prepare you and your organization. The objective is to take some steps now to lessen the impact when a future opportunity requires HIPAA compliance. Our focus will be on policy, practice, and procedures for your organization to consider, not the technical system components of HIPAA compliance.Dr. W. Douglas Zimmerman, Visionlink, Boulder, ColoradoBackground and Qualifications of PresenterDouglas Zimmerman is the President and CEO of Visionlink, and an experienced grants officer, a program designer and system architect. Zimmerman has worked with attorneys, third party auditors, technical gurus and other experts in multiple states on HIPAA compliance, and has tips, traps, and techniques to share with you to help your organization understand the procedural and policy impacts as you decide when and how to become compliant.Workshop Objectives:After attending this workshop, participants will be able to:More accurately understand how HIPAA does and does not impact their organizationImplement steps now to train and prepare staff for a HIPAA compliant futureUnderstand the trip wires that activate HIPAA regulationsBe aware of the costs of HIPAA compliance to your organization and its clientsBe aware of the penalties of non-complianceUnderstand HIPAA influenced expectations around customer service and confidentialityJ-7: Wednesday June 5th, 9 am – 10:15 amThe New Emergency, Treat and Transport (ET3) Model – How I&Rs can Support Community Navigation Across the Transportation ContinuumCommunity Partnerships, TransportationBy understanding the transportation continuum, organizations can assist their communities in developing an effective and efficient system that allows for affordable, accessible, appropriate, and reliable mobility options. Individuals can then be guided to those options based on their geographical location, program/coverage eligibility, preference, ability to pay, disabilities, medical needs, and service availability. I&R organizations can support the ET3 model through transportation resource directories and system navigation to assist 911 dispatches and ambulance transport alternatives for non-emergency medical and non-medical needs.Teresa Gerard, Guardian Group, LLC, Greater Kansas City Area, Kansas City, MissouriBackground and Qualifications of (All) Presenter(s)Teresa Gerard delivers pro bono consulting to community-based organizations and coalitions which provide assessment, referral, follow-up, monitoring, and tracking for various subpopulations; and facilitate bi-state collaborations to integrate social service and clinical information for real-time, streamlined community information exchange. Previously, worked for Deloitte Consulting and Blue Cross and Blue Shield of Kansas City on national, state, and local issues/projects as well as community wellness and mobilization. Recent consulting engagements have focused on behavioral health (mental health and substance use disorders) and revenue cycle management. Serve on the KUMC Board of Advocates for School of Health Professions and a member of MAK-AIRS.Workshop Objectives:After attending this workshop, participants will be able to:Identify the components of the transportation continuumUnderstand the value proposition relating to transportation for: client/beneficiaries/members; social service and health care ecosystems; and their own organizationGain a working knowledge of the ET3 model and potential wrap-around I&R service offeringsFormulate an action plan to reach out to and respond to requests from: transportation service providers; community medical interventions, home health and home care organizations; virtual technology programs and resources; 911 dispatch; ambulance service suppliers and hospital-owned ambulance providers; health systems, clinically/financially integrated provider groups, and payers.J-8: Wednesday June 5th, 10:30 am – 11:45 amBringing Health Literacy Compliance to I&R ServicesHealthcare and Social Determinants, TrainingIowa Compass, provider of disability-related I&R services for the state of Iowa, recently set out to ensure our audience can read, understand and use the often-complex information we share. Iowa Compass developed a plan to learn about health literacy standards, and find the right tools to bring our resources and materials into compliance with those standards. Iowa Compass outreach coordinator, Meredith Field, will share best practices for health literacy compliance and demonstrate tools to meet the standards.Meredith Field, Iowa Compass, Iowa City, IowaBackground and Qualifications of PresenterMeredith Field works at the Center for Disabilities and Development (CDD) at University of Iowa Healthcare, Iowa's University Center for Excellence on Development Disabilities.?A communications professional in the fields of disabilities, public health and education, she supports information dissemination for Iowa Compass, which provides information and referral services for people with disabilities, and their families and care providers. She also supports information dissemination for Iowa EPSDT Care for Kids, Iowa’s Medicaid program for children. She holds a Master of Fine Arts degree in nonfiction writing from the University of Iowa.Workshop Objectives:After attending this workshop, participants will be able to:Explain the process of meeting health literacy compliance for complex communications.Describe the value of meeting health literacy compliance for information and referral services.Locate and use tools to revise documents for health literacy compliance.J-9: Wednesday June 5th, 10:30 am – 11:45 amMental Health as An AbilitySubstance Use Disorders and Mental Health, TrainingAs we do our work, the topic of mental health comes up. The intent of this workshop is to help attendees work past the myth, stigma and attitudes surrounding mental illness and empower workers to assist consumers with something more than a simple referral to therapy or counseling. John Plonski, IMAlive Virtual Crisis Center, Hicksville, New YorkBackground and Qualifications of PresenterJohn Plonski has 30 years’ experience in the fields of Crisis/Suicide Intervention and Information and Referral. He has presented at the local, state, national and international levels on topics relevant to developing and established organizations that address agency and staff development with the goal of helping caregivers to effectively empower those who reach out in need. As the Director of the IMAlive Virtual Crisis Center John developed the Helping Empathically As Responders Training (HEART). HEART is the online video course used to train all IMAlive volunteer responders. Workshop Objectives:After attending this workshop, participants will be able to:Identify their own judgments about mental illnessRecognize a consumer may not self-identify as having a mental illness but may need a mental health referralEmpower a consumer to move past their own judgments about mental illness and get the help they may need ................
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