It's estimated that stress is responsible for 60-90% of doctor's visits, and one million employees miss work each day because of stress. It is imperative that we recognize that stress is not the problem, it's our reaction to our stress. And this is something we can control. Acquire cutting edge self-care techniques; affirmations, visualization, mindfulness techniques and mini-meditations that staff can do on their own for better health. A stress free staff is a productive, healthy and happy staff.

211s are uniquely poised to tell the story of a community and provide United Way with a modern impact product. Whether a United Way operates a 211 or provides funding to an independent 211, this workshop will focus on the value of a modern 211 for a local United Way. Using 211 messages, stories and data, this workshop will detail how a 211 fits into the various components of a modern United Way. With a focus on creating innovative products, this workshop will also show how 211 understands community needs, addresses relevant issues, delivers awesome experiences, and provides services year-round.

Sometimes it feels like all we do is say "No". Community resource specialists often have to guide people through the reality of a limited social service safety net. This presentation is a team effort by a 211 and an ADRC, and will help you develop tools to help manage calls with confidence, even when you have to say "No"'. We will provide examples of helpful scripting, strategies for controlling the call, and tips for getting through difficult interactions. This session will enable you to be more confident in your position, and provide you with tools to leave both you and your caller feeling more positive about the road ahead. While this training is primarily for community resource specialists, supervisors and managers will find it helpful in understanding and supporting staff.

This session will also explore making connections to your local crisis services, as well as advice and tips from those who work in crisis. This session is ideal for I&R trainers and front-line professionals looking to increase their capacity and understanding when responding to risks including suicide, and domestic violence.

Review the skills and knowledge you will be tested on during the CRS-DC exam.

The work of resource database curation has always been evolving, as the human services sector and the surrounding technology has itself evolved. Panelists will discuss how the job has been recently changing in terms of both the techniques used and the challenges faced. We will also cast eyes towards the types of skills and applications that might be the state of the game in 2 to 3 years time.

Do you love Instagram? Or does Instagram frighten or confuse you? This session is geared to understanding how to incorporate Instagram into your I&R world in a fun and exciting way that can be used by ANYONE. We will discuss tips and tricks to help grow an account and understanding how that can impact your I&R service. Real world examples will be visited in what 211 Miami has been able to accomplish within a year of taking the Instagram challenge.

North Americans text more than they email and make voice calls -- combined. Learn the latest in texting tools (showing push style texting coupled with live two-way texting). Drawing from their agency's experiences with Tier 1 texting on 898211, presenters will demonstarte methods and outcomes, in addition to how to easily implement carrier grade short code texting and more importantly, brand those services as destinations throughlines to better outcomes. Model programs outlined include Live I&R support for all types of requests or taxonomies and across all demographics; and also how I&R is expressed in community impact programs related to disasters, during and post, tax services, veterans services, OnDemand automated programs, with or without agents, all supported with live API connections and direct tie ins to CRM referral records. Bring your cell phone to this panel discussion and experience, firsthand, the power of strategic, semi automated and fully automated I&R SMS text messaging models!

Inclusive teams are two times more likely to meet or exceed targets and three times more likely to develop innovative solutions. Staff see a 56% increase in job performance when they feel like they belong. Every member of an organization is responsible for creating a culture that prioritizes, supports, and invests in diversity, inclusion, equity and a commitment to antiracism. This presentation is designed to guide participants through foundational diversity concepts and best practices. Outcomes include self-awareness, team engagement and more effective coordination of action. define the relationship between diversity, inclusion, equity and racism awareness of worldview, stereotypes and historical discourses best practices for success with diversity and inclusion program

Have you ever been at a loss for words when speaking with someone in distress, perhaps so eager to fill the silence that you said whatever popped into your mind? Are you sometimes inclined to verbally compare your own experience with that of the person you are attempting to help? The measure of effectiveness in communication between two people is a strong predictor of outcomes, including the outcomes of caregivers - but good communication requires more than a basic knowledge of techniques and skills! It also is highly dependent on insight and practice. Using case studies, this session explores recommended techniques while providing opportunities to practice active listening applied to caregiver encounters. In addition, participants will learn to recognize and avoid common practices and cliche known to impede or block successful outcomes, whether in professional or personal settings.