alliance of information and referral systems (airs) 2009 conference presentation transitioning from...
TRANSCRIPT
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Alliance of Information and Referral Systems (AIRS)2009 Conference PRESENTATION
Transitioning from Keywords to Taxonomy in your
Resource Department and your Call Center.
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Richard LaPrattCall Center Director
New Orleans, LAVIA LINK, Inc.
Presenters
Edward PerryResource Manager
Clearwater, FL2-1-1 Tampa Bay Cares, Inc.
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Disclaimer Today's Presentation is merely an opportunity to share our experience moving from keywords to taxonomy. If you mess up your transition, your database crashes, or you lose all of your staff, please note...We take no responsibility!
Any errors that are made on the part of your agency or staff or database problems should be viewed as opportunities to learn. Then you can share your knowledge with others!
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We will not...In today's presentation we will not:
• talk about specific databases or technology; • explaining how to code for taxonomy;• solely lecture you unless you don't interact with us;• tell you what to do!
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Agenda (what we WILL DO...)• AIRS Standards concerning taxonomy
• Why it is important to use the taxonomy over keywords
• Evaluate your centers current search/coding
procedures • Planning your transition
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Agenda (what we WILL DO...)• Transition Advice
• After Transition Operations
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Handouts• Center Self-Evaluation
• Small Group Budgeting Exercise
• Small Group Training Design
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Key Discussions• Provide practical advice on how to help your
center switch from keywords to taxonomy. • Provide some transition ideas to help your center
switch from keywords to taxonomy. • Give tips to help your center realize benefits of
taxonomy over keywords. • Help your center meet I&R Best Practices and
obtain Accreditation.
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Before We begin...
What do you WANT or NEED to know before leaving here today?
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Section 1
AIRS Standards
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StandardsStandard 8The I&R Service shall use a standard service classification system to facilitate retrieval of community resource information to increase the reliability of planning data, to make evaluation processes consistent and reliable, and to facilitate national comparisons of data. Additional classification structures such as keywords may supplement the taxonomy.
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StandardsStandard 9The resource database shall be computerized, maintained by trained resource staff, updated through continual revision at intervals sufficiently frequent to ensure accuracy of info and comprehensiveness of its contents.
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Standards Standard 10The I&R Service shall establish and use a computerized system for collecting and organizing inquirer data that facilitates appropriate referrals and provides a basis for describing requests for service, identifying service gaps and overlaps, assisting with needs assessments, supporting the development of products, identifying issues for staff training and facilitating the development of the resource information system. Inquirer data includes information gathered during follow-up as well as that required during the
original content.
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Section 2
Why do it?
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Why do it? • Because AIRS said so...
• It's a National Best Practice!
• Uniformed National Code Set.o Used across country with all I&R services;o Clearly defined terms;o Codes maintained for each I&R center nationally.
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Why do it? • Simplifies coding for your resources.
• Improves accuracy of caller referrals.
• Accreditation requirement.
• Helps with Statewide resource sharing and unified reporting.
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Section 3
Self-Evaluation
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Self-Evaluation Activity
Take a moment to answer the questions on the handout provided.
Lets discuss your answers or talk about
your concerns together.
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Evaluation • If you are the only expertise in your office, your
center is in danger! • THIS IS NOT A QUICK PROJECT!
• There are some factors to consider prior to to starting this project.
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Evaluation Additional Staffing Considerations• Who is right brained and good with analytical
activities such as reporting and data? • Who on your staff is consistently detail
oriented?
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Evaluation Additional Staffing Considerations • Who on your staff is a good translator
between the resource department and the call center?
• Who on your staff is the keyword expert?
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Evaluation External Considerations
• How will you provide the necessary training to individual staff members to increase their taxonomy performance?
• How will you train your community and local
community planners/partners regarding taxonomy?
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Evaluation External Considerations • How will your center communicate around this large
transition?
• How will your center handle an increase in call times and abandonment rates?
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Section 4
Planning Your Transition
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Planning Your Transition• Establishing a planning group
• Group should consist of 3-7 members of the one or more of following categories of staff:o executive directoro call center managero resource managero resource specialistso call center representatives
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Planning Your Transition• Set a Positive Tone. Let excitement fill the air!
• Remaining enthusiastic is key to transition
success. • Every good party needs a THEME!
• Set a realistic budget. There is always a cost!
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Planning Your Transition• Find incentives for your center staff to move
forward with you.
• Make a realistic time line. • Adhere to your time line.
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Planning Your Transition• Setting clear expectations and sticking to them.
• When planning in group, be alert to
staffing/mgmt/outside party needs
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Planning Your TransitionTime LineBudget Design 8 hoursImplementation Time Line 8 hoursSystem Design 80 - 160 hoursSoftware Work Flow 8 - 56 hoursTrain Resource Staff 8 - 56 hoursCall Center Work Flow 8 - 56 hours
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Planning Your Transition• Schedule frequent and on-going transition
check-ups with staff. • Provide frequent and on-going updates to all
center staff regarding the transition.• • Provide structured and ample opportunities for
your center staff to vent.
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Planning Your Transition• Understand you have to walk before you can
crawl. (Baby Steps) • Involve staff in organizing events
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Planning Your TransitionCoordinating and Implementation • Do your research. Realize you are not alone!
• Set realistic expectations.
• Set a clear direction for your centers staff. (Plan,
plan, plan.)
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Planning Your TransitionCoordinating and Implementation • Stay Strong! (If you waiver, then they will
waiver.) • Don't be afraid to ask for help!
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Planning Your TransitionDevising Budget THIS IS NECESSARY! • Taxonomy Enrollment Purchase• Materials Needed• Training Costs• Incentive Costs• Testing Costs• Software Costs
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Planning Your TransitionDevising Budget • Consultant Fees• Staffing Costs• Travel• Per Diem
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Planning Your TransitionTrainer Requirements • Competent Taxonomy Skills• Preferrably Certified• Ability to provide team-teaching effort with
Keyword Expert
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Planning Your TransitionTraining• Since taxonomy is complex and an evolving skill,
staff will not learn it in one or two settings.
• Evaluate your training effectiveness.
• Plan training design to meet your staff needs. • Plan a career path for your centers taxonomy
skills.
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Planning Your TransitionTraining• Build in various levels of training for staff.
o fosters greater content understanding; o increases chances of skill increase of
staff; o increase chance of retention by adult
learners.
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Planning Your TransitionTraining• Taxonomy Introduction - What is
taxonomy? How it's structured? • Basics of Taxonomy - Tree Examination
and where to find certain codes, how codes are different, etc.
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Planning Your TransitionTraining• Taxonomy for Searching - Basic Coding
Principles, how to search using taxonomy, how to find most popular resources (Call Center).
• Taxonomy for Coding - Advanced Coding, Pitfalls, etc. (Resource Department)
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Small Group ActivityTraining Design (Small Group Discussion)
• What tools, expertise, or other items might you need to implement this plan?
• What pitfalls might you encounter implementing this plan?
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Small Group ActivityTraining Design (Small Group Discussion)
• How long will it take you to implement this plan?
• What do you do about staff who do not pick-
up the taxonomy easily?
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Planning Your TransitionTraining Evaluation/Follow-up • Evaluate your staffs skill retention and can they
implement the skills learned. • Plan for personal individual follow-up for each
individual staff at your center.
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Section 5
Transition Advice
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Transition AdviceBuilding the excitement• Communicate with enthusiasm
• Transition Reminders
• Involve staff in organizing events
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Transition AdviceBuilding the excitement • Day of Transition Fun Activities
o Throw a partyo Play Gameso Incentives (Buy T-Shirts, Contests, Prizes, Certificates)o Lots of Resource Tools
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Transition AdviceDatabase Decisions • Train resource staff before call center staff. (Call
center staff is last to fully transition). • To turn or not to turn off taxonomy codes?
• How to handle updates while re-coding the
database?
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Transition AdviceDatabase Decisions • How long will it take your staff to code resources?
• Where do you start coding?
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Transition AdviceDatabase Conversion Starting Points • Most used terms first (Basic Needs: Utility,
Rent, Food. Shelter, Housing) • Least used terms first (Disaster, Special
Projects, Home Loans, Local Transportation, etc.)
• Smallest section of Taxonomy first (Consumer
Services, Environmental Quality)
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Section 6
After Transition Operations
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After Transition OperationsPost Conversion
Once your transition is complete, you must learn to fly (the work is not done): • Resource Staff should regularly update call center
staff regarding taxonomy code changes.
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After Transition OperationsPost Conversion • Updated AIRS Standards - Version 6
Policy/Procedure Creationo Taxonomy Policy/Procedureo Database Search Policy/Procedureo Database Maintenance Policy/Procedure
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After Transition OperationsPost Conversion • Updating your Community Planner/Partners and
Community Trainings • Reports will need to change
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Section 7
Large Group Activity
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Large Group ActivityActivity Brainstorm
How will you involve your front line
staff in this transition?
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Large Group ActivityActivity Brainstorm
How will you make your transition fun
and interesting for your staff?
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Large Group ActivityActivity Brainstorm
How will you inform and educate community planners/partners about
taxonomy?
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Large Group ActivityActivity Brainstorm
What is the best method to retrain your local community?
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Large Group ActivityActivity Brainstorm
How are you going to report to your
funders during the transition?
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The End
THANK YOU and
May the SCHWARTZ Be Wit Cha!