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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.

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agenda
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
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
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
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
Table of Contents
  • Allows user to see all of the items included on one page
  • Sets up an organizational

system for the manual

checklist
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
checklist8
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
General Considerations
  • Manual will vary with organization
  • Manual should be organized

in an easy-to-use fashion

things to include general organizational items
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
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
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
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
Things to Include – Reading Material

Reading materials from

  • www.211taxonomy.org
  • AIRS Toolkit
  • AIRS Journal
things to include future employee expectations
Things to Include – Future Employee Expectations
  • Ongoing trainings, online and in-person
  • Performance reviews
  • Certification expectations
things to include information and referral specialist training
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
Things to Include – Resource Policies
  • Inclusion/Exclusion policy
  • Style Guide/data entry procedures – either AIRS version or self developed
things to include computer use
Things to Include – Computer Use
  • Software user’s guide
  • Database structure – data elements
  • List serves
  • Website bookmark suggestions
things to include taxonomy indexing
Things to Include – Taxonomy/Indexing
  • Taxonomy training reading materials
  • Resources such as www.211taxonomy.org
  • Indexing principles training
  • Taxonomy exercises
things to include updating
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
Things to Include – Resource Products
  • Data requests/

mailing labels

  • Newsletters
  • Directories
  • CDs
  • Websites
things to include evaluations
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
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
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
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
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
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
Presenter Contact Information

Vicki Carlson, C.R.S.

United Way 2-1-1

Greater Twin Cities United Way

180 East 5th Street, Suite 211

St. Paul, MN 55101

651-291-8402

carlsonv@unitedwaytwincities.org