Agenda Day 2 – September 17, 2020


What Isolated At-Risk People Need During a
Pandemic and How We Can Help 11:00 AM - 11:30 AM EDT
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Overview

Paul Iarrobino was looking forward to a busy season of producing and performing events and an active volunteer schedule. Then, everything came to a screeching halt with COVID19. What would that have been like for older adults?! The health messaging was clear. Older adults, especially those with underlying medical conditions, were at the greatest risk for this deadly pandemic and needed to quarantine. Ageism, intentional or not, was starting to cause a different form of harm to many older adults. And what about people living with HIV/AIDS? Many are also older adults and have a compromised immune system. How will this increased isolation impact them? Paul created a new volunteer opportunity for himself by offering a facilitated discussion, via Zoom, for older adults who attended a senior center. The focus was on resilience, gratitude, and community connections during COVID19. What started as a one-time call expanded to a weekly call. Demand for these calls increased quickly once the word got out. One weekly call for older adults turned into two. Eventually, Paul offered a weekly Zoom call for people living with HIV/AIDS. When that group filled up, he offered a new group for people living in rural communities. Based on a series of interactions and re-tooling, Paul will share what he learned and ways he was able to reach out to isolated communities, with and without technology. He hopes these experiences can benefit others in planning roles to ensure all community members feel safe and supported when people must shelter in place for long periods of time. This session will also include information on how to replicate a virtual outreach platform.
Speakers

Paul Iarrobino, Our Bold Voices, Portland, Oregon
AIRS Annual General Meeting 11:30 AM - 12:00 PM EDT
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Overview

Get to know the AIRS Board! And think about getting involved with the many committees that drive forward the work of AIRS ...
Speakers

Catherine Rea, AIRS President, Heart of Florida United Way, Orlando, Florida
Database Curation: How the Work Has
Changed and Will Change 12:30 PM - 1:30 PM EDT
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Overview

The work of resource database curation has always been evolving, as the human services sector and the surrounding technology has itself evolved. Panelists will discuss how the job has been recently changing in terms of both the techniques used and the challenges faced. We will also cast eyes towards the types of skills and applications that might be the state of the game in 2 to 3 years time.
Speakers

Kathy Sheridan, 211 Michigan, East Lansing, Michigan
Lindsay Paulsen, United Way of the Midlands, Omaha, Nebraska
Marioly BoteroUnited Way of Greater Atlanta, Atlanta, Georgia
Tools for Navigating Effective Communication,
Active Listening, Empathy and Beyond 12:30 PM - 1:30 PM EDT
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Overview

Clear and effective communication can make or break a client interaction. This session will equip attendees with the confidence and skills to communicate effectively with clients. Active listening will be explored, including its importance and the challenges that can arise. Vital communication tools and personal attributes will be discussed, including the importance of being genuine, non-judgmental, empowering and assertive with clients as needed. We will look at empathy, its value in communication and what is required. How to use valuable tools like paraphrasing, perception checking, validating and normalizing with clients when appropriate. Communication via electronic means will be covered. This presentation is targeted to front-line workers as well as the supervisors or managers who train and assess staff.
Speakers

Julie Nurmi, Canadian Mental Health Association, Edmonton Region, Edmonton, Alberta
Using Integrative Thinking to Work With Difficult
Clients and Situations 2:00 PM - 3:00 PM EDT
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Overview

All too often, community resource specialists are faced with problems that appear to have no solution. Sometimes, the answer is that there is no answer. However, to make sure no stone is unturned in searching for solutions, this interactive session will use both humor and academic research to show how to use Integrative Thinking in an I&R setting to help with finding solutions, laughing our way through pain, and creating an apparatus that utilizes the collective talents in our agencies to generate positive outcomes for the people we serve.
Speakers

Christopher Moore, Howard County Office on Aging and Independence, Columbia, Maryland
Tene Young, Howard County Office on Aging & Independence, Columbia, Maryland
Success in Crisis: Disaster Masters Share Lessons
Learned and How These Applied to the COVID Response 2:00 PM - 3:00 PM EDT
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Overview

In the past decade, there have been 396 disasters in the United States including everything from earthquakes and volcanoes to violent storms, extreme temperatures, flooding and wildfires. All this and mass shotting events. Through it all, many of our I&R peers have been there tirelessly supporting their communities, long after the cameras have departed. In the midst of these experiences, they have engaged in a cycle of continuous improvement; identifying opportunities, planning and then implementing processes and procedures that have improved both their everyday and disaster service delivery. And then in 2020, COVID enters the scene ... the most widespread and prolonged disaster in recent history. Join four amazing leaders in I&R whose organizations have had plenty of opportunity to evaluate, improve and have indeed, become unwillingly Disaster Masters . Did their previous disaster experiences help prepare them to respond to COVID? And how have their experiences with COVID brought about changes to their regular disaster and everyday processes?
Speakers

Heather Black, United Way of North Carolina, Cary, North Carolina
Belinda Stewart, 211 Brevard County, Cocoa, Florida
Sarah Berthelot, Louisiana Association of United Ways, Baton Rouge, Louisiana
Melissa McCoy, United Way of Central Iowa, Des Moines, Iowa
Exploring Text I&R: From Tier 1 Two-Way SMS to
Community Push Programs, and Best Practice API Integration 3:30 PM - 4:30 PM EDT
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Overview

North Americans text more than they email and make voice calls -- combined. Learn the latest in texting tools (showing push style texting coupled with live two-way texting). Drawing from their agency's experiences with Tier 1 texting on 898211, presenters will demonstarte methods and outcomes, in addition to how to easily implement carrier grade short code texting and more importantly, brand those services as destinations throughlines to better outcomes. Model programs outlined include Live I&R support for all types of requests or taxonomies and across all demographics; and also how I&R is expressed in community impact programs related to disasters, during and post, tax services, veterans services, OnDemand automated programs, with or without agents, all supported with live API connections and direct tie ins to CRM referral records. Bring your cell phone to this panel discussion and experience, firsthand, the power of strategic, semi automated and fully automated I&R SMS text messaging models!
Speakers

Melissa McCoy, United Way of Central Iowa, Des Moines, Iowa
Melissa Acree, NJ 211, Cedar Knolls, New Jersey
Person-Centered Caregiver Encounters:
Communication Techniques for Optimal Outcomes 3:30 PM - 4:30 PM EDT
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Overview

Have you ever been at a loss for words when speaking with someone in distress, perhaps so eager to fill the silence that you said whatever popped into your mind? Are you sometimes inclined to verbally compare your own experience with that of the person you are attempting to help? The measure of effectiveness in communication between two people is a strong predictor of outcomes, including the outcomes of caregivers - but good communication requires more than a basic knowledge of techniques and skills! It also is highly dependent on insight and practice. Using case studies, this session explores recommended techniques while providing opportunities to practice active listening applied to caregiver encounters. In addition, participants will learn to recognize and avoid common practices and cliche known to impede or block successful outcomes, whether in professional or personal settings.
Speakers

Kate Kunk, CICOA Area Agency on Aging, Indianapolis, Indiana