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AIRS Forum MSD (for Managers, Directors and Supervisors)

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"We learn from each other. We learn from others' mistakes, from their experience, their wisdom. It makes it easier for us to come to better decisions in our own lives." Adrian Grenier "Forum Style" AIRS Webinars are a place where people who fill like roles in I&R can come together to commiserate, support and share wisdom from those common experiences. This forum is for those who are working as managers and supervisors and will focus on the issues deemed most urgent and important by the participants via a pre-event survey.

  • AIRS Forum MSD - Team Building

    Contains 2 Component(s)

    70.6% of AIRS Forum Survey respondents said that "Team Building" is one of the main things they want to talk about. During this AIRS Forum we will explore what Team Building is, introduce a tool you can use to evaluate your team's current performance and talk about practical next steps to helping your team work better together. Featuring Margaret Telsch-Williams, Tom Buckley and Sandra Ray of the AIRS Training Committee.

    70.6% of AIRS Forum Survey respondents said that "Team Building" is one of the main things they want to talk about. During this AIRS Forum we will explore what Team Building is, introduce a tool you can use to evaluate your team's current performance and talk about practical next steps to helping your team work better together. Featuring Margaret Telsch-Williams, Tom Buckley and Sandra Ray of the AIRS Training Committee. Please download and complete the "Team Effectiveness Questionnaire" before the forum. 

    Tom Buckley

    Epilepsy Foundation of America, Washington DC

    Tom Buckley is the Director of Health & Technology Information Services for the Epilepsy Foundation of America. He attended Lincoln University where he obtained a Master of Human Services degree. He has worked in the Human Services field in the areas of law enforcement, health, and mental health services for over 35 years. In his spare time, Tom enjoys relaxing in the mountains away from technology and is learning the value of naps.

    Sandra Ray

    2-1-1 Texas/United Way HELPLINE, Houston, Texas

    I have been involved in information and referral since 1996 when I went to work for Casa de Amigos in Midland, TX. The I&R program we operated in those days was a small program - it "grew up" to become 2-1-1 Texas Permian Basin by 2002. While at Casa, my official title was Assistant Director. I wore many hats, though: Director of I&R Services, Director of Program Services (for the agency), Grant Writer, Media Liaison, Special Event Planner, IT Director (I'm an accidental techie - scary!), and just about anything else that they asked me to do.

    I moved in 2006 to the Greater Houston area where I assumed the role of I&R Coordinator with United Way of Greater Houston with the 2-1-1 Texas/United Way HELPLINE. In 2007 (or was it 2008?), my job title changed to I&R Manager - and I added some new duties...but I still kept the old ones too. My responsibilities included overall operations of the 2-1-1 Texas/United Way HELPLINE call center, supervising key department personnel, training and department communications, grant writer (not nearly as many grants as in my Casa days, though), AIRS Accreditation standards oversight/implementation...and a few other duties I can't remember right now. My position has changed recently. I am now the Manager for Quality Assurance and Training and oversee the resource database also.

    I have developed trainings on a wide range of call specialist training topics, management topics, and community collaboration topics. I grew into my training responsibilities as a result of the work that I did at Casa for 10 years & have been honing those skills and learning from other great I&R trainers every day. I have presented at numerous AIRS and local Texas AIRS (TAIRS) conferences over the years. I also provide training to agencies in the Greater Houston area upon request. I write curriculum for not only our center, but for the full 2-1-1 Texas Network. I also develop e-learning training material that we share (as a 2-1-1 Network in Texas) through our e-learning portal (Relias Learning).

    I'm not all work (although my family might argue that point). I am a freelance writer in my "spare" time. My work has appeared in print and online publications such as 9-1-1 Magazine, Social Work Today, County (published by the Texas Association of Counties), ePregnancy, Today's Caregiver (www.caregiver.com), the TAIRS member newsletter/website - one time I counted the number of published articles I had out there & I quit counting at 60 when I decided that the number wasn't really meaningful to me. It is more important to me that what I write and is eventually published with my name is helpful to a person or organization and through it they are able to make some type of measurable change in their lives.

    I also spend too much time crocheting - you name it & I can crochet it. If there's not a pattern for it, I'll develop one. I've got more yarn in my house than most stores have in inventory.

    In late 2016, I joined the unenviable ranks of widow when my husband of almost 24 years passed away. I have three awesome children plus one great teenager we took in during her high school years. The three girls have graduated from high school, gone onto college, gotten jobs and moved out. I have two grandsons who are simply delightful. My youngest child, the only boy, is still at home and in high school. Oddly enough, when the girls left, their pets stayed behind...I have three dogs and a cat who all beg for attention each day. If you think I'm busy at work, you've got to see how I manage at home!

    Margaret Telsch-Williams

    Margaret Telsch-Williams, 2-1-1 VIRGINIA, Roanoke, Virginia

    Margaret Telsch-Williams is a Contact Center Supervisor for 2-1-1 VIRGINIA and a Certified Community Resource Specialist. Aside from using her science background to analyze metrics, one of her main focuses is coaching for success through positive reinforcement and building a solid, cohesive front-line team. When not working, she is a fiction author and avid gardener.

  • AIRS Forum MSD - Coaching

    Product not yet rated Contains 2 Component(s) Includes a Live Web Event on 02/02/2021 at 1:00 PM (EST)

    Join a panel of experienced leaders to have a discussion about coaching versus, teaching, counselling or even mentoring.

    Put simply, coaching is a process that aims to improve performance and focuses on the ‘here and now’ rather than on the distant past or future.

    While there are many different models of coaching, here we are not considering the ‘coach as expert’ but, instead, the coach as a facilitator of learning.

    Read more at: https://www.skillsyouneed.com/learn/coaching.html

    Join a panel of experienced leaders to have a discussion about coaching versus, teaching, counselling or even mentoring. 

    Michael Santangelo

    NYC Well, New York, New York

    Mike Santangelo is the resource manager for NYC Well, New York City’s mental health hotline. Mike has a BA in psychology from Boston University and an MSED in mental health counseling from the University of Miami.  He is the first resource staff that the hotline has ever had.  The first annual update was a massive undertaking, spanning 2 years and 4,000 phone calls. Mike is passionate about helping people grow and has contributed greatly to NYC Well’s training department through training sessions, role playing, and homework grading. In his spare time, Mike engages in community activism and is an avid fan (and former performer) of extreme metal music. 

  • AIRS Forum MSD - Interpersonal Communication

    Contains 2 Component(s)

    "Interpersonal communication in the workplace plays an important role in employee satisfaction, motivation, collaboration and business success."

    "Interpersonal communication in the workplace plays an important role in employee satisfaction, motivation, collaboration and business success.

    Come join a chat with experienced panelists and your peers about how interpersonal communication plays out on our teams. 

    Tim Sullivan

    Director

    Washington 211


    Tim Sullivan is the statewide director for Washington 211, the lead organization that administers the 211 information and referral system for the State of Washington. Tim received his Bachelors of Science degree from Central Washington University in 1992 and shortly after started his career in social services working for the Yakima County Gang Prevention Intervention Coalition as a program manager.  In 1995, Tim was hired by the United Way of Central Washington, where he worked as the Community Impact Director for 15 years. 

    In 2004, Tim became involved in the issue of homelessness and helped establish the Homeless Network of Yakima County, a coalition that developed and implemented Yakima County’s first 10 Year Plan to End Homelessness. In 2006, Tim was contracted by Yakima County to develop the County’s first housing and homeless programs and later became a Senior Manager for Yakima County Human Services. In August 2016, Tim became the Statewide Director for Washington 211. 

    Tim is a member of the 2-1-1 National Steering Committee and chairs the SDOH Taskforce. Tim is also a founding board member of Justice Housing Yakima, a non-profit organization that is dedicated to building permanent housing for chronically homeless individuals using tiny homes. Tim makes his home in Yakima, WA with his wife Michelle of 27 years and his two children, Jessica age 22 and Ian age 13. 

    Keith Lavery-Barclay

    Director of Information & Referral Services

    Advantage Aging Solutions

    I trained with 211 Big Bend as a volunteer counselor in 2004, then went on to work in their resource department for a short time before finding full-time work as I&R and database specialist with the Area Agency on Aging for North Florida in 2005. In the past I've served as an AIRS board member, training committee member, certification commissioner, and Chaired the taxonomy committee for several years, I serve now on the AIRS affiliate for Florida FLAIRS.

    I hold a degree in theology, a certification in engineering ( micro-processing design) CRS-A/D, CRS-DC.

    My agency is a member of the Florida Association of Area Agencies on Aging and is now doing business as Advantage Aging Solutions, we are the ADRC for North Florida, I lead the I&R team, and the Client Services team, and serve on the Refer workgroup overseeing the statewide database.

    Faed Hendry

    Manager – Training and Outreach

    Findhelp Information Services/211 Toronto

    Faed Hendry is a Certified Information & Referral Specialist who is Manager of Training and Outreach with Findhelp Information Services in Toronto. He has worked in various capacities at Findhelp since 1989.  Prior to working for Findhelp, he worked as a Community Development Coordinator for Volunteer Toronto,  Faed regularly conducts training and credentialing programs related to information, assessment and referral throughout Ontario and North America.

    Faed has served as the Chairperson of the Alliance of Information and Referral Systems (AIRS) Standards Committee which developed the most recent edition of the Professional Standards for Information & Referral and Quality Indicators. AIRS is a professional membership association with over 1,000 organizations. Faed is also a past-president of AIRS and conducts regular accreditation site visits to Community Information Centres and 211 agencies throughout North America.   

  • AIRS Forum MSD - How to Have Healthy and Helpful Conversations About Race With Your Team

    Contains 1 Component(s)

    “My motto is: The best things in life are on the other side of a difficult conversation. If we can have the conversation in a better way, we can make meaningful change in the world around us.” - Kwame Christian Please join us for a special edition of AIRS Forum for Managers and Supervisors (and Directors!) where we will take on a crucial aspect of our lives today in North America...how to talk about race in a meaningful and helpful way in a professional setting. So many of us, regardless of race, are wary of how to proceed with this critical, but uncomfortable, conversation.

    “My motto is: The best things in life are on the other side of a difficult conversation. If we can have the conversation in a better way, we can make meaningful change in the world around us.” - Kwame Christian

    Please join us for a special edition of AIRS Forum for Managers and Supervisors (and Directors!) where we will be led through a conversation about discussing race in a meaningful and helpful way in a professional setting. Many of us are wary of how to proceed with this uncomfortable, but critical, conversation. 

    Please take this following survey (https://forms.gle/r7aE3PwMMg4m...). This is an opportunity to share your thoughts about recent events and racial equity in the workplace. Then join a panel of experienced professionals of color where we will frame and address the results of the survey.Questions throughout the entirety of the discussion are encouraged.


    Panelists (see full bios and images on the "Panelist" tab):

    Christopher Moore is the Director of the MAP Program at the Howard County Office on Aging & Independence, as well as the Immediate Past President of Maryland AIRS. He first received his CIRS-A/D certification in 2008. He has worked in Human Services for 21 years, and in Information & Referral for the past 13 years. Chris earned his Bachelor’s Degree in Psychology from Hampton University in 1999 and his Master’s Degree in Management of Aging Services from the University of Maryland Baltimore County’s Erickson School in 2015.

    Maricela Alcala is Chief Executive Officer at Gryphon Place in Kalamazoo, Michigan. She has been in the field of I&R and 2-1-1 since 2005, has a bachelor’s degree in Business Administration/Information Systems from the University of Veracruz (Mexico) and in 2019 founded along with other Latinas in the Kalamazoo area a Latina Leadership Program called “ELLAS” Empowering Latina Leaders Advocates for Success. ELLAS mission is to Empower, Enrich, and Elevate Latina leaders and allies to become bridge builders and influential change agents in Southwest Michigan.

    Carmen Marshall is the Director of Consulting at Maryland Nonprofits where she helps CEOs, boards of directors and teams, to find their way through sensitive conversations about racial and ethnic disparities and board diversity, for example, to bold and progressive action. In addition, she can often be found facilitating workshops on DEI, racial equity, unconscious bias and managing racial conflict in organizations. She holds a Bachelors of Business Administration from Texas Southern University

    Carmen Marshall

    Director of Consulting, Maryland Nonprofits

    Carmen C. Marshall loves working to strengthen and elevate nonprofit organizations. Her expertise in the nonprofit sector incorporates a wealth of on-the-ground experience as an executive director and a consultant helping organizations with building capacity, strategic planning, board governance, fundraising, equity and inclusion, team building, leadership development and change management. She is an expert trainer, facilitator and keynote speaker. 

    Carmen knows first-hand how transformative it can be when people get serious about confronting racism, sexism and the other isms and schisms that divide us in the workplace and community. Informed by her work in civil rights, Carmen is dedicated to working with world changers – organizations and leaders – who are serious about making progress in the area of diversity, equity and inclusion (DEI). “As a country, we don’t necessarily do a good job talking about racial issues. It’s hard. It challenges everyone to look at themselves and the systems of oppression that plague us. And, if we can’t bring ourselves to talk about it, then it is doubtful that we’ll do anything about it”, she says. 

    Through her coaching, facilitation and consulting, she helps those who are committed to establishing an environment or culture where individuals can succeed, grow and thrive regardless of race, ethnicity, identity or gender. Whether at the beginning of their journey or in the midst of a full blown crisis, Carmen steps into the fire with you. She helps CEOs, boards of directors and teams, to find their way through sensitive conversations about racial and ethnic disparities and board diversity, for example, to bold and progressive action. In addition, she can often be found facilitating workshops on DEI, racial equity, unconscious bias and managing racial conflict in organizations. Clients appreciate how she manages these sensitive conversations with finesse and deep respect for the life experiences that all participants bring to the table. Consequently, Carmen has been honored to do this work not only with the Black and White but also, Asian, Asian American, Native American and Latino communities. 

    Her passion is integrating coaching, facilitation and training to call upon the giftedness and greatness in others who work in the nonprofit sector. 

    Specifically, her work is aimed at helping: 

    • Create an awareness, deepen their understanding, then moving to corrective action 

    • Organizations to fulfill their missions 

    • Organizations to deliver greater service to the community 

    • Organizations to raise more money 

    • Boards and staff to step into their power, calling and responsibility. 

    • Organizations to develop systems and processes, with built-in accountability that lead to success and sustainability. 

    Carmen is also the creator of Uncovering and Confronting Racism: Laying the Foundation for Transformative Change, a program designed to help organizations in their equity and inclusion work. Her work with CEOs, boards of directors and teams has earned her the reputation of peaceful gatekeeper and master facilitator. 

    Carmen is also a Standards for Excellence ® Institute licensed consultant. She has served as a member of the Ethics Committee at the Standards for Excellence Institute and is a professional coach certified by Coaching for Transformation (accredited by the International Coaching Federation). 

    Carmen is the former Executive Pastor of the historic Bright Hope Baptist Church in Philadelphia, Pennsylvania (formerly led by the late Congressman William H. Gray III). In that role, she shouldered both the executive and senior pastor responsibilities in the absence of a senior pastor. She is the first woman to lead the congregation in 107 years. She is also the former Executive Director of the National Black Media Coalition. 

    She attended University of Massachusetts at Boston majoring in Economics. She holds a Bachelors of Business Administration from Texas Southern University. 

    Carmen is currently the Director of Consulting at Maryland Nonprofits. 

    Christopher Moore

    Director of the MAP Program at the Howard County Office on Aging & Independence

    Christopher Moore is the Director of the MAP Program at the Howard County Office on Aging & Independence, as well as the Immediate Past President of Maryland AIRS. He first received his CIRS-A/D certification in 2008. He has worked in Human Services for 21 years, and in Information & Referral for the past 13 years. Chris earned his Bachelor’s Degree in Psychology from Hampton University in 1999 and his Master’s Degree in Management of Aging Services from the University of Maryland Baltimore County’s Erickson School in 2015.

    Maricela Alcala

    CEO of Gryphon Place in Kalamazoo

    Maricela Alcala has been in the field of I&R and 2-1-1 since 2005. Before Gryphon Place Maricela she was the Program Director for United Way 2-1-1, in Toledo, Ohio.  Where she oversaw the 2-1-1 and its internal programs. Free Tax Preparation Program, Coordinated Assessment, Critical Identification Program and Family Information Network. Prior to that, Maricela held several positions within United Way including: 2-1-1 Program Manager, Technology Resource Manager and I&R/Resource Specialist. Before joining United Way, Maricela was an Outreach Specialist at Adelante Latino Resource Center assisting Latino/Hispanic families with Drug and Alcohol Prevention. Maricela has been an active member of National AIRS, nominated and accepted to become National Accreditation Reviewer in 2011.  Maricela has a bachelor’s degree in Business Administration/Information Systems from the University of Veracruz (Mexico) Maricela in 2019 founded along with other Latinas in the Kalamazoo area a Latina Leadership Program called “ELLAS” Empowering Latina Leaders Advocates for Success. ELLAS mission is to Empower, Enrich, and Elevate Latina leaders and allies to become bridge builders and influential change agents in Southwest Michigan.

  • AIRS Forum MSD - COVID Specific Issues

    Product not yet rated Contains 1 Component(s) Recorded On: 09/09/2020

    Focus on Managing others during COVID.

    Focus on Managing others during COVID. 

  • AIRS Forum MSD- May 15th, 2020 (COVID focus)

    Product not yet rated Contains 1 Component(s) Recorded On: 09/09/2020

    Covid focused session.

    COVID focused session.