Creating a Resource Specialist Training Manual AIRS Conference

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

Agenda § Benefits of having a Resource training manual § Checklist usage to build your manual § Things to include the manual § The manual as an ongoing reference tool § Disaster preparedness § Updating your manual

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

Value of a Resource Specific Training Manual – To Resource Department § Allows for complete and consistent training of resource staff § Allows for continuity despite turnover in the department § Establishes a written updating process and allows for a periodic review of that process § Establishes consistent documents to be used in the updating process

Value of a Resource Specific Training Manual – To the Information and Referral Organization § More complete and accurate database § Disaster preparedness § Available for use during Accreditation process by combining in one place the information needed to prove compliance

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

Checklist § Can substitute for Table of Contents § Ensures training of staff in all of the critical elements of the job § Establishes responsibility of the trainer for each section by documenting the time, trainer and notes for each training item

Checklist § Creates a better training process through the development of the checklist § Is as detailed as needed § Allows for flexible training as the schedule of trainers and the learning curve of the new employee require

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

Things to Include – General Organizational Items § General office policies and procedures and HR policies, or reference other documents such as a general organization training manual or company handbook § Organizational chart, administrative structure § Training schedule – can be structured or flexible, can use checklist

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

Things to Include – Agency Specific § Resource lists – mental health hotlines, homeless shelters § Maps § Training in specialized areas of coverage such as aging, veterans, persons with disabilities

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

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

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

Things to Include – Information and Referral Specialist Training § Training on Information and Referral procedures and database searching methods, or reference separate training manual § Level of training will depend on experience of new employee

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

Things to Include – Computer Use § Software user’s guide § Database structure – data elements § List serves § Website bookmark suggestions

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

Things to Include - Updating § Updating Procedure § § § Overview and timeline Follow-up procedures New agency requests Finding new resources Inactivating agencies Sample letters/email messages § Paper filing system

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

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

Manual as a Reference Tool § Includes commonly used documents such as inclusion/exclusion policy, style guide and other information that can be used as ongoing references § Makes them easy to find; gives every employee a copy

Disaster Preparedness § Include disaster plan or reference organization’s plan § Include resource specific procedures such as maintaining information flow in absence of computers and finding information in a disaster

Disaster Preparedness (cont. ) § Provides training of temporary emergency staff § Acts as a quick reference tool for ongoing staff § Develops advanced planning for a disaster which will aid in a smooth process during a disaster

Updating Manual § Need an interim updating process § Need a formal, complete review at established intervals including updating information and evaluating the process § Should be designed to allow for changes (3 ring binder, no page numbers) § Make sure all copies are updated

Thanks to: § Resource staff, Rose Donahoe and Natalie Schmidgall at United Way 2 -1 -1, St. Paul § Beth Diamond, Vermont 2 -1 -1 § Amy Price, 2 -1 -1, United Way Capital Area, Austin, Texas § Raamesie Diakhaté, Seven County Services, Louisville, Kentucky

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