DRCOG Anatomy of a Good Call
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Faed Hendry
Manager – Training and Outreach
Findhelp Information Services/211 Toronto, Toronto, Ontario
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.
An abundance of factors distinguishes a successful information and referral call from a merely mediocre one. In this interactive session, participants will explore the essential elements of a well-handled inquiry. It starts with preparation and purpose.
The session will identify the 5 stages of the I&R process and incorporate actual calls for review and evaluation. The workshop will also address the imperative performance-based competencies for Community Resource Specialists in the domains of knowledge, shill, and work-related attitudes and behaviors.
After this session, participants will be able to:
- Apply different strategies and techniques for effective call handling.
- Understand all of the factors that contribute to an effective inquiry response.
- Identify the common pitfalls and transgressions that adversely impact the I&R call handling process.
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