Opening Session - 11:00am Eastern

Wed, May 12 at 11:00 am EDT
Wednesday Keynote: Reclaim Your Passion and Purpose in Service Leadership

Access Session
Overview

The focus of this 1 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

Wed, May 12 at 12:30 pm EDT
Facilitating A “Scathingly Brilliant” Quality Program

Access Session
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.

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

Access Session
Overview

COVID-19 has tested us more than any other event in our 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 at 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

Concurrent Sessions - 2pm Eastern

Wed, May 12 at 2:00 pm EDT
Resilient and High Quality Communication With Your Team

Watch Session
Overview

Broadening the framework 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 communication “noise” and ensuring that we are contributing to effective, resilient and high quality communication with our coworkers and staff.

Objectives:

  • Utilizing the Transactional Model of Communication, participants will identify the relationship between communication "noise", personal experience, and potential trauma
  • Demonstrate ability to identify when a colleague is outside of their Window of Tolerance
  • Learn techniques for re-engaging for successful communicatio

Wed, May 12 at 2:00 pm EDT
Accommodations: Best Practices for Employing Individuals With Disabilities

Watch Session
Overview

This session will touch on the best practices of working with people with disabilities. It will also explore workplace accommodations.

Objectives:

  • After attending this talk you will learn best practices for talking to people with various disabilities, understanding that accommodations do not always mean money, and learn how to start conversations within your organization from people who have disabilities.

Wed, May 12 at 2:00 pm EDT
Bracing for IMPACT (Individuals Making Progress Across Communities Together)

Watch Session
Overview

A brace is a support that helps to steady or strengthen, and to brace is to prepare for something hard. All too often when you hear the phrase ‘brace for impact’ there is an immediate sense of impending doom, but why can’t we change that? Why aren’t we collectively bracing for our IMPACT, viewing our network as Individuals Making Progress Across Communities Together. Prior to the COVID-19 pandemic, 211s were experiencing an annual decrease in call volume and the value of our services were being questioned. At the onset of COVID-19 and beyond, our volume has increased substantially and continues to climb. Not only did we have to shift our way of doing business, we had to shift our mindset and find new and innovative ways to continue to serve our community. Our communities have enlisted us for assistance across all aspects of COVID-19 response and at times this has created angst and uncertainty about whether or not we have the bandwidth to meet the demand. This is at the core of the Modern 211 and Leading with a Growth Mindset. When we have a growth mindset, we take on challenges and learn from them, therefore increasing our abilities and our impact. We can’t be afraid to take chances and utilize our strengths to provide solutions.

Objectives:

  • Find new and innovative methods to overcome barriers and address needs within your community.
  • Embrace this momentum and use it to build new partnerships and enhance brand awareness.
  • Acknowledge and embrace challenges
  • Identify your agency’s strengths and use this current momentum to build upon them.
  • Cultivate a sense of purpose to build morale.

Concurrent Sessions - 3:30pm Eastern

Wed, May 12 at 3:30 pm EDT
In A Flash; Working With Non Traditional Hires In A Disaster Related Ramp Up

Access Session
Overview

Information and Referral services across the country have pivoted to virtual operations and taken on new programs. At Greater Twin Cities United Way 211 in Minnesota, that included hiring, training, managing and coaching over thirty temporary staff for a new State housing program, all in a virtual world.

In less than two months, GTCUW 211 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 could arise in a similar situation.

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

Wed, May 12 at 3:30 pm EDT
Getting More Out Of Working Together: A Study of a HMG and 211 Partnership

Access Session
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.

Objectives:

How sharing resources improves social determinants of health screening

How to work together to reach rural, hard to reach and at-risk populations

How to expand collaboration during a pandemic

Efficiencies of collaboration using existing resources

Wed, May 12 at 3:30 pm EDT
Options After Prison: VA Programs That Support Veterans With Criminal Histories

Access Session
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 localities.

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.