HOW TO DEVELOP AND IMPLEMENT AN INTERNSHIP PROGRAM

HOW TO DEVELOP AND IMPLEMENT AN INTERNSHIP PROGRAM Tanya Kahl, 211 Manager Info Line (Akron, Ohio)

Info Line • • Non-profit organization, incorporated in 1975 to provide Information and Referral in Summit County Operate five main programs Provide 24/7 2 -1 -1 service for Summit and Lorain Counties, Ohio Provide after-hours 2 -1 -1 service for 6 additional counties

Info Line Background (continued) • • • Answer approximately 97, 000 calls per year (2 -1 -1 calls and other contract calls) Since 2001, Info Line has lost about 50% of the revenue to support 2 -1 -1 for Summit County Daytime I&R Specialists reduced from approximately 6 FTE to 2 FTE Calls continue to increase Increased management time overseeing new contracts to help support operations

Help !

Info Line’s Intern Program • • In January 2009, started offering internships with Emergency Food Clearinghouse and Med. Assist In November 2011, began offering full 2 -1 -1 Intern/Volunteer Hours internship Expanded in fall 2012 In Spring 2013 had seven social work interns 3, 500 3, 000 • 2, 500 2, 000 1, 500 • 1, 000 500 0 2009 2010 2011 2012 2013 (projected)

Impact of Intern Program % I&R Calls Handled by Interns/Volunteers 40% 35% 30% 25% 20% 15% 10% 5% 0% 2011 2012 2013 YTD

Impact of Intern Program • • • 13% increase in calls answered Reduction in abandoned calls Reduction in hold times Total I&R Calls Handled Improved morale Resource updates Other projects 29, 000 28, 000 27, 000 • 26, 000 25, 000 24, 000 23, 000 Jan-April 2012 Jan-April 2013

Getting Started • • Buy-in at your agency Identify staff to recruit/train/supervise Identify potential programs at universities and community colleges and learn their requirements Decide minimum number of hours for each internship • • • 2 -1 -1 : 200 hours during a semester Food referrals : 64 hours over a minimum of 2 months Get started!

Communications Public Administration Social Service Technology Associates Potential Interns Undergraduate Emergency Management Masters Psychology

Recruitment • • Meet with potential programs Find out if colleges have Career/Internship Office Find out about websites for posting internships Post on your website and let board/partners know

Sample Internship Posting

Selection Process • • • Develop position description(s) and application process Interview each candidate Make sure intern understands the type of work Check references Determine whether to conduct a background check

Orientation

Sample Training Schedule (Day 12) Training Schedule--(Monday, Wednesday 9 -5) ABC's of I&R Person Date Time Section # Responsible 1/14/2013 9: 00 Mary 10: 00 1 Mary 2 Mary 11: 00 6 Mary 12: 00 1: 00 Mary 1: 30 3: 30 --5: 00 1/16/2013 9: 30 10: 00 11: 00 12: 00 1: 00 2: 30 3: 00 4: 00 22 9 Tanya Mary Description Orientation--picture, agency tour, introductions to staff Introduction to I&R Process; Code of Ethics Confidentiality; include Info Line Policy Break Expectations Shadow Staff Read ABC's of I&R 1, 2, 6, 9 and 22 Do scenarios of what is Information only and what is a referral Computers, phones, emails, network drives, log-ins; accessing Refer -Net Taxonomy Refer for searching Break Practice searching Questions/Open Discussion; Review scenarios Shadow staff Review Sections 9 and 22. Read Sections 4, 5, 18

Training Manual Table of Contents 1 2 Sections from ABC’s of I&R The Nature of Information and Referral 1 A From Greeting to Closure – The I&R Process 2 A 3 4 5 6 Empowerment and Advocacy Crisis Intervention Follow Up Confidentiality 2 B 3 A 4 A 4 B 5 A 6 A 7 8 9 10 Values, Awareness and Self-Determination Responding Effectively to “Challenging” Inquirers Using the Resource Database for I&R Referrals Disaster and the I&R Specialist Additional Sections Expectations I&R Process (Practice determining whether Information or Referral Call with sample calls) Practice communication techniques and assessment techniques Code of Ethics Advocacy Policy and Procedure Crisis Intervention Policy and Procedure Abuse Reporting Procedures Follow Up Policy and Procedure Confidentiality Policy and Procedure Discuss process of obtaining verbal consent anytime name will be shared with an agency Written consent for emergency food line is signed at pantries 10 A 11 11 A 12 13 14 15 16 18 19 Special Populations –Serving Diverse Communities Serving People with Addictions Serving Older Adults Serving Young People Serving People with Mental Illness Serving Miltary Personnel and their Families Stress Management and the Limits of I&R Working in an I&R Call Center 18 A Info Line’s Role in Disasters Applicable sections of Emergency Procedures Using Language Line for Interpreting Ohio Relay Service After each section is read, trainee should discuss that population with supervisor and conduct relevant searches in Refer. Net to help increase awareness of services for that population. Supervisor will assign these throughout the internship. 23 A Review call monitoring form Review some reports from Taske Taxonomy Section Inclusion/Exclusion Criteria Using Refer. Net Principles of Indexing and Taxonomy Structure Introductory Taxonomy Exercise Taxonomy Structure and Types of Terms I&R Poster with Annual Statistics Search Techniques Top Referred Services and Agencies

Learning Contracts

Supervision • • • Requirements of Supervisor Weekly meetings Call monitoring/Coaching Evaluation/Grades Meetings with faculty liaison

Supplemental Work • • Customer Satisfaction Surveys Follow up calls Contacting agencies regarding resource updates Outreach events Piloting new activities Presenting at staff meetings Shadowing management or staff at meetings Site visits to agencies

And maybe… • • Data analysis Analyzing phone recordings Writing grants Identifying potential funders Helping create specialized directories Social media posts Reviewing newspapers/websites for resources Program development

Intern Evaluation of our Program • • • Most beneficial to career development Least beneficial to career development Training Supervision Projects

End of Internship • • • Thank you card signed by staff in department Small gift bag/gift card (~$15) Treats

Miscellaneous Tips • • Post intern and volunteer photos and names on bulletin board in breakroom Food and meeting with I&R staff before start of year Block off supervisor’s calendar during first month of internship Develop a system for tracking intern/volunteer hours

What worked well • • Increased capacity to answer calls Reduced stress for regular staff Interns are enthusiastic and energetic Being selective about interns Social work interns Team approach to training Experienced staff mentoring interns Hiring interns after internship

Challenges • • • Time required for training and supervision Time required to oversee project work Developing a steady stream of interns Staff resistance School breaks/gaps in intern availability Not all interns work out

Why develop an intern program? • • Answer more calls More time for each caller Increase staffing during peak hours/days/seasons Higher time commitment than most volunteers Social work students have good background Extra projects can work on Valued by funders

Sample Documents Available • • Internship Posting Intern/Volunteer Manual Interview Questions Training Schedule Training Manual Table of Contents Learning Contract Evaluation Form for Interns

Contact Information Tanya Kahl Manager, 211 and Med. Assist Info Line 703 South Main Street, Suite 211 Akron, OH 44311 (330)996 -5325 tkahl@infolineinc. org