Opening Session - 11:00am Eastern

Fri, May 14 at 11:00 am EDT
Friday Keynote: Leadership Starts With You: Becoming Your Business's Emotional Regulator

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Overview

The focus of this 1 hour keynote presentation is to inspire leaders to understand the critical role they play in the health and well-being of their organization in a way that they may have never considered.  That they are indeed the "emotional regulator" for their teams and staff, helping ground the organization itself and the individuals working in it.  They will be invited to view their organization through the lens of neuroscience and nervous system regulation, as they learn about the brain, stress, and the impact their own nervous system activation has on others and even on the growth of the organization.  Most importantly, they will be inspired as they learn about self care, the management of their own internal states, their ability to regulate other's emotions and how to help the organization stay steady.  The result of this powerful keynote presentation is a deeper awareness of what self care for themselves and their staff really is and ultimately, what it means to be a leader. 

Speaker(s)

Lisa Dion, Founder

Concurrent Sessions - 12:30pm Eastern

Fri, May 14 at 12:30 pm EDT
Relationship Focused Metrics - A Different Measure of Success

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Overview

How do you measure success when a community member’s needs go beyond a one-time call or single referral or when you value a relationship over turnaround time and patient outcomes over speed in answering the phone? This session highlights the unique factors that contribute to measurements of a 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

Fri, May 14 at 12:30 pm EDT
Maximum Interoperability- Imports, Exports, API’s and Other Superheroes

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Overview

Your information about community services is valuable. Shared with others, it is exponentially more so. Indeed, now we expect data will flow frictionlessly between an ever expanding network of agencies and organizations. This workshop will be an intensive primer on all methods of data exchange, key standards to understand, how to talk to partners about their data exchange needs, and how not to be taken for a ride.

Objectives:

  • Understand when imports, exports, APIs, and other forms of connectivity are appropriate to different use cases and expectations.
  • Be able to describe 5 key data standards and how they are used, and why each can be good or bad for your organization.
  • Learn the 7 key questions to ask as you begin a data exchange discussion so you can scope, price, and deliver results--instead of living with never ending headaches.
  • Learn about the costs that go into data exchange, and how to price the value of your information, as part of expanding exchanges of which you are a part.
  • Take away a number of documents and a slide deck to use this to inform their own work, and to share with colleagues not at the conference.
Speaker(s)

Concurrent Sessions - 2pm Eastern

Fri, May 14 at 2:00 pm EDT
Better Together; Team Based Interventions for Burn-Out and Stress

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Overview

Does your Call-Center Team show signs of being overwhelmed and burned-out from managing the stress of the pandemic while also working with the stress of high call-volume and high-emotion callers? This session will help you identify the signs and symptoms that indicate a team-based intervention could be implemented  to support your workers. You will learn about an innovative team check-in model that was successfully used for team support during the early phase of the COVID-19 pandemic by a 211 Call-Center. This group-based model was designed to support telephone crisis workers well-being and promote workplace wellness, positive coping, and team support.

Objectives:

  • Identify the emotional, behavioral, psychological "signs and symptoms" that indicate a team-based support program may be helpful for your workers.
  • Learn about the "Check-In Group" model and the steps to set-up a team-based program in collaboration with community partners.
  • Understand the significance of the 4-Question Check-In Model to managing negative emotions, anchoring positive emotion, and mindfulness with coping and supportive team behavior.

Fri, May 14 at 2:00 pm EDT
Taking Text To The Max- Effective Best Practices in I&R

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Overview

It’s proven that texting is the fastest and most efficient way to reach your community. Whether you are looking to spread the word to increase campaign engagement, enlist volunteers, solicit donations from members, or perform simple follow ups, nothing beats the ease and personal feel of a text.

Objectives:

  • List 3 text message use cases for I&R
  • Explain why text messaging is more effective than emails or phone calls
  • Describe best practices for mass text communication

Fri, May 14 at 2:00 pm EDT
Providing Meaningful Services Across Multiple Stakeholders and Geographies

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Overview

Imagine if 211s and United Ways had matching service areas that nicely overlaid with county and state boundaries! In the real world, we all work together to provide meaningful and quality services across multiple stakeholders and geographies. In this session, a panel will share Minnesota’s experience bringing together United Ways and 211s from across the state to renew statewide cooperation and center on 211’s value.

A 2019 statewide task force led to significant changes in 211 service delivery in MN and reinvigorated the relationship between MN 211 and local United Ways across the state. Join us to learn about what we did and what we’ve learned along the way.

Objectives:

  • Ways to approach statewide cooperation/engagement 
  • Ideas to engage United Ways within a 211 service area
  • Lessons learned from a statewide task force
Speaker(s)

Closing Plenary - 3:30pm Eastern

Fri, May 14 at 3:30 pm EDT
Closing Plenary

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Overview

Innovation Awards and some special surprise guests!