Day 1 - May 12, 2021

Opening Plenary - 11am Eastern

11:00 am EDT
Wednesday Keynote: Reclaim your Passion and Purpose in Service Leadership

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Overview

The focus of this one-hour keynote presentation is to rethink self-care in order to master our attention, perform better and be more engaging leaders. We can obtain both personal and organizational health, optimize our personal and professional ROI, and achieve sustainable success by starting with self. Carolyn shares her FIERCE method to help us increase our work/life quality by learning to harness our humanity to cultivate growth and collaboration, perform at our best and be busy, without losing our health to stress and burnout. Relationships, both personally and professionally, start with the one we have with ourselves.

Speaker(s)

Carolyn Colleen, Founder

Concurrent Sessions - 12:30pm Eastern

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12:30 pm EDT
Facilitating a “Scathingly Brilliant” Quality Program

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Overview

This workshop is designed for managers, supervisors, and quality professionals who are responsible for Quality in their Center.  Participants will learn best practices in calibration, follow-ups, reporting outcomes and analyzing follow up results to improve customer service and agency relationships. Participants will learn how to facilitate an effective Quality program with limited resources.

Objectives:

  • Participants will learn best practices for building an effective quality assurance program on limited resources 
  • Participants will learn how to design an effective calibration program using virtual and in person platforms  
  • Participants will learn how to build an effective follow-up program through a variety of methods and how to track and analyze data to draw conclusions on customer satisfaction and agency efficiency.

Meet the Presenters

Cheryl Stewart, Quality Assurance Analyst Director

Aria Smalling, Quality Assurance Coordinator

12:30 pm EDT
Using the “Community of Care” Framework to Address Compassion Fatigue and Burnout

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Overview

COVID-19 has tested us more than any other event in our recent history - and has had an impact on the way we hire, coach, and manage our teams. One year into our pandemic response, the level of compassion fatigue and burnout is high for those on the front line. In this session, we will talk about the Community of Care framework and psychological supports we put in place to ensure our teams could continue to be there for the people of Ontario long into the recovery from COVID-19.

Objectives:

  • Understand the varying mental health needs of front-line staff and their supervisors in a remote working environment, and some of the reasons staff are hesitant to reach out
  • Take away some of the key learnings and feedback from staff on our journey thus far
  • Learn how leaders can support the wellbeing of staff at all levels through example
Meet the Presenters

Karen Milligan, Executive Director

Jacky Roddy, Manager of Partnership Development

​Dr. Taslim Alani-Verjee, Director and Founder

Concurrent Sessions - 2pm Eastern

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2:00 pm EDT
Resilient and High Quality Communication With Your Team

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Overview

Broadening our understanding of what it means to be “trauma-informed”, we’ll apply a resilience lens to a common model of interpersonal communication, identifying resilience based strategies for overcoming psychological “noise” and ensuring that we are contributing to effective, resilient and high quality communication with our colleagues and staff.

After this session, participants will be able to:

  • Utilize the window of tolerance to determine how prepared they (and others) are for effective communication
  • Identify types of noise and its link to personal experience and potential past trauma
  • Employ strategies for minimizing the impact of psychological noise in communication efforts
Meet the Presenter

Leanne Lytle, Director of Community Impact

2:00 pm EDT
Accommodations: Best Practices for Employing Individuals with Disabilities

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Overview

This workshop is designed for people working in the field, on the phone, managers and supervisors. Participants will learn best practices for working with people with disabilities, how to have conversations around reasonable accommodations and how accessible doesn’t always mean expensive. This is taught by people that live with disabilities and work in a information and referral field. This session is for you to ask questions, learn to expand your systems and be more inclusive of hiring, training and engaging people with disabilities.  

Objectives:

  • Participants will learn best practices when working with people with disabilities
  • Participants will learn some resources when talking about accommodations for the job
  • Participants will learn about laws protecting people with disabilities when seeking employment
  • Participants will learn how it’s beneficial to hire people with disabilities.
Meet the Presenters

Ericka Reil, Lead Trainer

Nate Besio, Peer Advocate Coordinator

2:00 pm EDT
Relationship Focused Metrics: A Different Measure of Success

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Overview

When a community member’s needs go beyond a one-time call or single referral, when you value a relationship over turnaround time and patient outcome over speed in answering the phone, how do you measure success? This session highlights the unique factors that contribute to measurements of successful information and referral interaction outside the normal parameters of a call center environment. Our team measures success by the persistence of positive interactions and timely follow ups with information and referral that is specialized for the needs of a person living with cystic fibrosis, their families and healthcare providers. 

Objectives:

  • Describe relationship focused metrics 
  • Utilize skills associated with exceptional customer service 
  • Define relationship driven case management 
  • Identify unique I&R needs for those with chronic illnesses
Meet the Presenters

Sara Bryant, Case Manager

Karen Carey, Senior Case Manager

Cristen Clemm, Senior Specialist

Concurrent Sessions - 3:30pm Eastern

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3:30 pm EDT
In a Flash: Working with Non-Traditional Hires in a Disaster-Related Ramp-Up

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Overview

I&R services across the country have pivoted to virtual operations while also taking on new programs. At Greater Twin Cities United Way 211, this included hiring, training, managing, and coaching more than 30 temporary staff for a new state housing program -- all in a virtual world. In less than two months, we created and launched a program in partnership with our state housing agency to disperse funds for rent, utilities and other bills to prevent homelessness. In this session, presenters will share the insights they learned from working with a large group of non-traditional hires during a disaster-related ramp-up, and help participants learn how to address some of the challenges with onboarding, training and coaching that can arise in these situations.

Objectives:

  • Identify the pros and cons of working with different non-traditional staff pools, including temporary agency staff, United Way work program partner staff and volunteers 
  • Identify at least three core expectations that leadership should establish before staff’s first day on the job 
  • Describe three characteristics of staff with whom the 211 should work hard to retain, and three characteristics of staff with whom the 211 should part ways 
  • Describe five coaching strategies for staff who are struggling in different ways
Meet the Presenters

Jennifer Hill, Training and Special Projects Manager

3:30 pm EDT
Getting More Out of Working Together: A Study of a Help Me Grow and a 211 Partnership

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Overview

211 and Help Me Grow programs are partnering up to provide I&R and care coordination to families across the country. This partnership provides the opportunity to strengthen your ability to reach at-risk families, expands your resource knowledge and offers expertise in hard to navigate areas like social determinants of health and early intervention services for children. Working together, both programs provide professional development opportunities and support for each program.

Vermont 211 and Help Me Grow Vermont will share their experiences. Attending this workshop, participants will learn:

  • How a shared infrastructure and work flow supports communication, technology, accreditation and after hours back up for families with urgent needs.
  • How to increase efficiencies when partnering with specialized I&R HMG Care Coordinators and 211 Community Resource Specialists.
  • How to work together to reach rural, hard to reach and at-risk populations through joint outreach and regional partnerships
  • How sharing resources improves social determinants of health screening

Meet the Presenters

Elizabeth Gilman, Program Manager

MaryEllen Mendl, Executive Director

3:30 pm EDT
Veteran's Justice Outreach and Re-entry Programs: How The VA Helps Justice-Involved Veterans

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Overview

Veterans with police involvement, criminal charges, or incarceration often have difficulty navigating traditional justice systems and obtaining positive outcomes.  The VA has two programs that partner with justice systems to improve outcomes for those Veterans and their communities. This workshop will describe the missions, methods, and partnerships of those programs. Professionals who provide I&R to Veterans will learn how and when these programs can help, and how to refer Veterans to them in their communities.

Objectives:

  • Define the term “Justice-Involved Veteran.”
  • Describe the mission and main functions of the Veterans Justice Outreach Program.
  • Describe the mission and main functions of the Health Care for Reentry Veterans Program.
  • Refer justice-involved veterans to VJO and Reentry programs available in their localities.
Meet the Presenter

Matthew John Miller, Veterans Justice Outreach Specialist