AIRS Standards A Comprehensive Overview Building a Quality

AIRS Standards A Comprehensive Overview Building a Quality I&R Program AIRS Conference-Reno, Nevada June 2, 2009 Presenters Charlene Hipes, Chief Operating Officer AIRS Faed Hendry – Manager Training and Outreach- Findhelp Information Services

Session Objectives • To discuss the AIRS Standards for Professional Information and Referral (Version 6. 0) and how they relate to creating a sound organizational framework. • How to use the Standards to create a quality service. • To highlight recent changes to the Standards • To discuss the Standards in relation to the AIRS Accreditation process.

Why Standards? • Provides a framework • Defines a coordinated way to deliver services • Outlines expectations • Provides a way to measure quality

Why are the Standards Important? • The standards address all aspects of an I&R service’s operation. • They establish reference points that define expected practices within the field. • Compliance can be measured • The standards provide a basis for two important credentialing programs: AIRS Accreditation and Certification

History. The AIRS Standards for Professional Information & Referral were first published in 1973. The Standards have grown with our field, binding together every aspect of I&R. The Standards are the prime benchmark of quality I&R. Recent advances in technology have resulted in an explosion of information services in all sectors of society

History Basic principals of I&R remain as important today as they were when the first Standards were drafted 32 years ago Vision of the early I&R pioneers has provided an enduring framework

Standards Revision Process Criteria for making additions and changes to the Standards include the following: ü Standards should reflect current I&R practice. ü Standards should be adopted because they improve the quality and consistency of I&R services. ü Standards should be achievable by all I&R service providers.

New Standards The last major change to the Standards was the publication of 5. 0 in 2004 that saw the creation of two new standards relating to Crisis Intervention and Disaster Preparedness Crisis Intervention Standard: This standard addresses how to meet the short-term needs of inquirers experiencing crisis who may contact the I&R service. Disaster Preparedness Standard: This standard provides information on how to prepare for the role of community partner during a disaster.

New Standards Version 6. 0 • Additional Channels for Access • Content Management and Indexing • Program Evaluation and Quality Assurance

Quality Indicators A quality indicator is a measurable variable that can be used to determine the degree of adherence to a standard or achievement of quality goals. The indicators are ideals that support and provide a framework for the Standards and replace the criteria that were listed in previous editions.

Standards Provide the Basic Framework • • • Service Delivery Standards Resource Database Standards Reports and Measures Cooperative Relationships Disaster Preparedness Organizational Requirements

The AIRS Standards and ? The AIRS Standards much like LEGO are building blocks. By using the assorted LEGO pieces build a quality I&R program by identifying which area of the AIRS Standards you would use first. Service Delivery? Organizational Requirements? Using all of the 6 areas and the 28 standards, construct your I&R program according to which area and standard you would use first. BE CREATIVE!

AIRS Standards • Area I - Service Delivery • Standards 1 - 6 • Assessment and Referral Provision • Information Provision • Crisis Intervention • Advocacy/Intervention • Follow-Up • Additional Channels for Access

AIRS Standards • Area II - Resource Database • Standards 7 - 12 • Inclusion/Exclusion Criteria • Data Elements • Classification System/Taxonomy • Content Management and Indexing • Database Search Methods • Database Maintenance

AIRS Standards • Area III - Reports and Measures • Standards 13 - 14 • Inquirer Data Collection • Data Analysis & Reporting

AIRS Standards • Area IV - Cooperative Relationships • Standards 15 - 16 • Cooperative Relationships within the I & R System • Cooperative Relationships with Service Providers

AIRS Standards Area V – Disaster Preparedness Standards 17 -23 • Emergency Operations and Business Contingency Plan • Formal Relationships with Government and Private Sector Emergency Operations and Relief Agencies • Disaster Resources • Disaster-Related I&R Service Delivery • Disaster-Related Inquirer Data Collection/Reports • Disaster-Related Technology Requirements • Disaster Training and Exercise

AIRS Standards Area VI - Organizational Requirements Standards 24 – 28 • Governance • Personnel Administration • Staff Training • Promotion and Outreach • Program Evaluation and Quality Assurance

AIRS Accreditation • AIRS Accreditation assesses the ability of an I&R program to demonstrate full compliance with the AIRS Standards • It is the primary quality assurance mechanism for gauging I&R excellence. • Accreditation is a multi-phase process that assesses more than 200 distinct operational components and culminates in a detailed onsite review. • Self-Assessment Readiness Tool

Why is Accreditation Important to 2 -1 -1/I&R Programs § Broader recognition by peers in the field. § Demonstrated commitment on the part of leadership to meeting the highest standards in the field. § Objective evidence of achievement in the areas of service quality and effectiveness. § Enhanced credibility in the eyes of the public and other stakeholders. § Stronger position in what is emerging as a competitive field, e. g. , an edge in competitions for the lead agency status in local 2 -1 -1 systems. § Expanded access to new markets, government assistance and foundation grants.

For More Information Charlene Hipes Chief Operating Officer Alliance of Information & Referral Systems (AIRS) PO Box 33095, Portland, OR 97292 (503) 257 -3537 Fax: (503) 251 -8383 charlenehipes@airs. org www. airs. org

Information & Referral System Building a Better World by Bringing People and Services Together