Tools of the Trade: Tips for Making It a Good I&R Day
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Providing I&R these days is like building a house of cards on the roof of a city bus. There’s COVID, a social justice revolution, wildfires, tornadoes, and floods. Add in mass evictions, a worsening housing crisis, and a shrinking safety net. You need to ask and enter demographic questions, search for services, and tune out the background noise from coworkers at the office or pets and family at home. It’s a LOT.
This session will help fill up your toolbox with ideas for managing your own stress and that of your callers while fulfilling data entry requirements and providing useful information and resources. You will leave with more confidence to make it a good I&R day.
Key Takeaways:
- Identify stressors and things that make a call difficult
- Recognize and own the impact of these daily stressors
- Collect scripting to help manage common challenges
- Develop tools for avoiding and de-escalating difficult situations
- Remember self-care and start doing it
Lacey Hanson
Program and Technical Specialist for the ADRC of Oregon
Aging and Disability Resource Connection of Oregon, Portland, Oregon
Lacey Hanson is the Program and Technical Specialist for the ADRC of Oregon and oversees I&R and Resource database entry statewide. She came to this position after supervising the Resource department at 211info of Oregon and SW Washington. Lacey is responsible for providing training, support and technical assistance to ADRC of Oregon staff. She is a member of the AIRS Taxonomy and Resource Database Committees and has participated in software development, upgrade and implementation. Lacey graduated from Portland State University in Administration of Justice and Spanish and subsequently obtained a Bachelor of Fine Arts degree from Oregon College of Art and Craft. Outside of the office, Lacey is a metalsmith and makes jewelry, knives and small sculpture.
Cassandra Hutchinson
Policy Analyst
Aging and Disability Resource Connection of Oregon, Salem, Oregon
Growing up in a rural Oregon town, I have firsthand experience with the lack of resources that are often available. As a child, my family relied on many social services to make ends meet. This experience has fueled my passion for serving others through Information and Referral. For 8 years I worked as an I&R Specialist with a local Area Agency on Aging. I am CRS – A/D certified and have experience as a database curator. My current position is a Policy Analyst with Oregon’s Community Supports and Services Unit focused on the Aging and Disability Resource Connection.
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