Beginning in 2011, when the United States Senate first recognized Information and Referral Services Day, November 16th was designated to raise public awareness and recognize the critical importance of the I&R field.
Every day thousands of people find the help they need quickly, conveniently and free of charge because of Information and Referral (I&R) services. I&R services come in all shapes and sizes, from crisis lines that provide their local community with a core set of human service referrals, to larger scale 2-1-1 centers providing comprehensive Information and Referral services to entire states or provinces covering many different topics and types of services.
Information and Referral is the art, science and practice of bringing people and services together and is an integral component of the health and human services sector. People in search of critical services such as shelter, financial assistance, food, jobs, or mental health and substance abuse support often do not know where to begin to get help, or they get overwhelmed trying to find what they need. I&R services recognize that when people in need are more easily connected to the services that will help them, thanks to knowledgeable I&R professionals, it reduces frustration and ensures that people reach the proper services quickly and efficiently.
The people who work these lines are consummate professionals who are often times like living, breathing encyclopedias; providing answers to questions ranging from, “Where can I get a free meal for my family” to “There’s a horse running loose in my neighborhood, who do I call?” We at iCarol are really honored to have so many Information and Referral services all across the world use our software to help provide these services to people who reach them via phone, chat, text, or through intake and screening forms or resource searches on their websites.
If you’d like to learn more about what iCarol does to support efficient referral management, check out this page of our website that goes over some of those features.
Happy I & R Day, everyone, and kudos on the awesome work you do connecting people with the services they need, and addressing the social determinants of health in your communities!
Learn more about Information and Referral:
On Thursday, June 20 at 1pm EDT, Social Interventions Research & Evaluation Network (siren) will hold a free webinar entitled “Patient Acceptability of Social Risk Screening.”
Wbinar description, from siren’s website:
Recognition of the impact of social risks on health has spurred widespread interest in social risk screening across the US health care sector. Although the goal of this screening is to improve patient care and connect patients to resources to help address social risks, the sensitive nature of social risks raises concerns about the potential for screening to stigmatize patients and create opportunities for discrimination. To date few studies have evaluated patient perspectives on social risk screening. This SIREN webinar will present results of a new multi-site study (papers in progress) that examined the acceptability of the Accountable Health Communities (AHC) social risk screening tool among patients in diverse health care settings in nine states.
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On September 19th, 2018 at 12:00pm EST, the American Association of Suicidology (AAS) will hold a webinar titled “Autism Resources for Crisis Centers.” The webinar will be hosted by Autism & Suicide Committee Chair, Lisa Morgan, M.Ed. CAS, & Amelia Lehto, Crisis Center Division Chair, and moderated by Carla Patton. The goal of the webinar is to explain how to use resources specific to the autism community when an autistic person calls or texts a crisis line, as well as to describe how volunteers will use the resources to help autistic people. The webinar will cover the following topics:
- Autism friendly resources for crisis centers
- One page resource paper and supplemental pages
- Utilizing this resource in crisis centers setting
After the webinar participants will be able to:
- List the information on the one page resource and supplemental pages
- Describe how to identify and work with autistic people on a call or text crisis line
- Explain the benefit of addressing autism in their crisis centers
- Implement this resource for frontline use in your crisis center
There is no cost to attend for AAS members, and non-members can attend for just $10.
To learn more or register for this exciting learning opportunity, click here.
Are you concerned that the volume of Chat or Text traffic coming through to your service is lower than you were expecting it would be? Or, are you in the planning stages of adding a Chat or Text service to your center and want to develop a plan for alerting the community to this new way to access your program?
Join us on Monday, April 9 at 2pm EDT for a Q&A webinar with a panel of staff members operating successful Chat and Text programs to hear about how they communicated their service offerings to their communities. Can’t make it? Fear not! We’ll have the recording available to watch at your convenience.
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Have you been considering adding on popular and in-demand communication channels like Live Chat or Texting to your organization’s services? Are you curious to see how these channels are handled in iCarol, and how they fit seamlessly into the rest of the functions of the software? I hope you’ll join my teammate Mary and I for a live demo on Thursday at 2pm EDT so we can show you!
To find out more about this webinar and what we’ll cover, visit our registration page.
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We’ve all been there — you’re minding your own business, running your suicide prevention center and focusing on your clients and staff, when suddenly you’re asked to talk to a journalist for a story about your organization, or comment on the topic of suicide prevention for an article. Does the very idea of this cause you to break out into a cold sweat? If it does, you’re certainly not alone!
If you feel uncomfortable or unprepared when it comes time to communicate effectively and succinctly with the media or the public, then I hope you’ll join us for our next webinar on Wednesday, April 4th at 2pm EST.
We’ll be joined by Chris Maxwell, Communications Coordinator for the American Association of Suicidology, for a webinar on the topic of crafting effective messaging for your crisis center. This webinar is designed to help crisis center directors, program managers, and others with the responsibility of communication on behalf of your organization, to communicate effectively about your services, needs, and the topic of suicide.
About Our Presenter:
American Association of Suicidology
Chris is the Communications Coordinator for the American Association of Suicidology. He has worked in the suicide prevention and mental health field for the past nine years, first as a volunteer crisis counselor and then later as a statewide suicide prevention grant administrator. In a previous position with the National Suicide Prevention Lifeline, he worked closely with crisis centers across the country to connect and collaborate. Chris is passionate about understanding suicide, harnessing the capability of social media to prevent it, and strives to advocate for the voices of those with lived experience. He is a production team member of the #SPSM (Suicide Prevention and Social Media) community. Chris is an advisory board member for OurDataHelps.org, which allows people to donate their social media data to be used for mental health research and allow clinicians to create treatment tools. Follow Chris on twitter @chrsmxwll.
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Our next webinar is coming up on Wednesday, March 7th at 1pm EST. Traditional competency frameworks are very much based on employment and paid career opportunities. But what if these frameworks could be applied to volunteer work that could help volunteer coordinators, managers, and others identify the best potential volunteers for a position?
That’s the topic that our presenters, Laura Mayer and Liz Barnes, will discuss in our webinar. They created a volunteer competency framework that helps identify and define a high performance volunteer, and refines the recruiting process to predict which candidates will perform successfully and stay with the agency for a long time. The framework helps take that “gut feeling” you may have about who will be a great volunteer during their interview, and put its into a measurable format.
About Our Presenters:
Laura Mayer, Director, PRS CrisisLink
Ms. Mayer is the Program Director at PRS CrisisLink, a 24-hour crisis hotline, textline and telephone reassurance program serving northern Virginia and the District of Columbia. PRS CrisisLink is a program of Psychiatric Rehabilitation Services, Inc. and exists so that individuals living with mental illness, substance use disorders, mild intellectual disabilities, autism spectrum disorders, and anyone who faces life crises can achieve safety, personal wellness, recovery and community integration. Ms. Mayer is a graduate of George Mason University’s Community and Global Health program and has brought cost effective and evidence-based suicide prevention programming to the local community. In 2014, Ms. Mayer partnered with the local public mental health system to provide crisis texting to the Fairfax County Public School System and the surrounding communities. Ms. Mayer is a member of the National Suicide Prevention Lifeline Steering Committee, Suicide Prevention Alliance of Northern Virginia, the Fairfax County Youth Suicide Fatality Review Team and mental health promotion workgroups in several jurisdictions. Ms. Mayer is a certified Applied Suicide Intervention Skills Trainer, Suicide Survivor Support Group Facilitator and holds certifications in suicide risk assessment, domestic violence danger assessments and mental health first aid. She has been interviewed and featured by Comcast Newsmakers and NBC4’s Changing Minds Campaign.
Liz Barnes, Assistant Director Plans & Policy, Defense Suicide Prevention Office
Ms. Liz Barnes is the Assistant Director, Plans and Policy at the Department of Defense Suicide Prevention Office. Her portfolio responsibilities include developing suicide prevention, intervention, and postvention policies, guidance, and strategic planning, as well as the Department of Defense lead for the Veterans/Military Crisis Line and BeThere Peer Support and Outreach Call Center. Ms. Barnes served in the United States Army for nine years in the Ordnance Corps and Adjutant General Corps and had a variety of assignments at the installation level, National Guard Bureau, and Army Staff. Since 2009, Ms. Barnes has worked in the Under Secretary of Defense for Personnel and Readiness in a variety of positions focusing on personnel policy, human resources, and congressional affairs. In 2012, Ms. Barnes was selected to assist in the integration efforts of the Department’s recommendations with the Military Compensation and Retirement Modernization Commission. Ms. Barnes is a Board member at Psychiatric Rehabilitation Services (PRS) Inc. and a volunteer hotline and textline crisis worker and core trainer at Psychiatric PRS CrisisLink, in northern Virginia. Ms. Barnes established and co-leads a suicide bereavement support group that fills a gap in services for suicide loss survivors ages 18-24 years old in the Washington Metropolitan area. Ms. Barnes is also an Applied Suicide Intervention Skills Training (ASIST) Trainer. Ms. Barnes holds a Bachelor’s Degree from McDaniel College in Sociology and a Master’s Degree from Georgetown University in Human Resources Management.
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Our next webinar, titled “Building a United Crisis Line Team in Times of Diverse Need,” will be held on Tuesday, February 6th at 2pm EST.
With the stress of crisis call content and increasing volume as well as an expanding spectrum of needs being addressed, it can be difficult to know how best to unify your team and provide them with ample support, supervision and training, while also addressing your own operations, adequate scheduling, and volunteer/staff development.
This webinar, led by Rebecca Stock and Johanna Louie of the Suicide Prevention Center at Didi Hirsch Mental Health Services, will guide crisis center managers and supervisors through addressing these challenges. Attendees of this webinar will learn about expanding the skillsets of their staff and volunteers so that a wide array of topics can be addressed by them on calls and chats, ensuring that the most vulnerable populations are well served. Our presenters will also take us through how to balance the management of day-to-day operations with the needs of the volunteer or staff crisis workers. We’ll also discuss how to pair data and manager expertise to plan for operational and staffing needs. The tools we discuss will accelerate crisis lines’ abilities to balance meeting the increasing demand of people in crisis while caring for a vulnerable team of crisis counselors.
Rebecca Stock joined Didi Hirsch Mental Health Services in 2007 as a Volunteer Suicide Prevention Counselor and since then has become a Supervisor and is now the Program Coordinator for the 24-Hour Crisis Line. As Program Coordinator, Rebecca provides direct supervision of the Shift Supervisors and Crisis Line Counselors and oversees the daily operations of the crisis line. A large part of Rebecca’s duties include interfacing with related community agencies and local colleges, attending meetings with the Department of Social Services, participating in various outreach events. Being part of the Suicide Crisis Line for over 10 years, Rebecca has been trained in ASIST (Applied Suicide Intervention Skills Training) and plays a large role in providing training for new Volunteer Crisis Counselors. In January 2017, Rebecca completed her Masters in Counseling specializing in Marriage and Family Therapy. Rebecca has been touched by losing someone to suicide when in high school and has wanted to erase the stigma since then.
Johanna Louie started at Didi Hirsch Mental Health Services as a Volunteer Crisis Line Counselor in 2013. Currently, she is the Online Crisis Services Program Coordinator and oversees the chat and text services. She is passionate about utilizing technology to break down barriers to mental health services. Johanna is data driven and utilizes her prior experience in consumer insights at The Walt Disney Company to leverage analytics in making operational decisions for the Crisis Line. Her experiences in crisis services also include involvement with the Emergency Shelter Program at Center for the Pacific Asian Families, the Mayor’s Crisis Response Team as well as The Trevor Project. She holds a Master of Science in Human Behavior from the University of Southern California and is currently pursuing her Master of Social Work from Columbia University.
We hope you can join us for this informative webinar. To find out more and register, click the button below.
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Adding on new communications channels people can use to reach your helpline is a critical element of providing effective service to your community in the 21st century. But, while the addition of such contact methods is important, it brings with it a unique set of challenges that crisis centers must be ready to address. Online emotional support, particularly Live Chat, can be extremely anonymous. In fact, that’s part of the appeal for users — the ability to confide in someone without revealing one’s face, voice, and identity sets exactly the stage that many people prefer or need in order to truly open up and reach out for help. In instances where emergency rescue might be needed for a person in imminent danger, the same exciting technology that allows so many in need to access help in the way they prefer can create anxiety and headaches for crisis workers who want to help.
Join us for our next webinar where we’ll delve into the topic of active intervention in the online space, and how this aspect of crisis intervention continues to evolve.
When: Thursday, January 25, 2018
Time: 2:00pm Eastern
Director of Crisis Intervention Services
The Crisis Center of Johnson County
Beau has been part of the crisis intervention/suicide prevention field since 2002, when he started volunteering at his local crisis line. Subsequent experience being a flood recovery outreach counselor after the devastation of 2008 and working with the homeless population after that led him to a staff position with The Crisis Center of Johnson County, where he currently directs crisis intervention and suicide prevention services. He is a current board member for Contact USA, an accrediting body for crisis centers across the United States, and is part of the American Association of Suicidology’s Strategic Media Response Task Force. He has been involved in panel discussions on the intersection of video games and suicide at SXSW and other conferences, and has presented on how tech trends have affected and will continue to affect crisis intervention services.
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The skills and natural abilities that make us great listeners, social workers, and mental health advocates don’t always lend themselves to making us naturally at ease in management roles. Yet, at the heart of every thriving behavioral health organization is a strong and well-functioning team, and these teams often do not exist without adaptive leadership and effective management. As the demands on managers increase and access to resources becomes more elusive, the team’s ability to deliver on its performance indicators becomes even more crucial to program success.
Simply put — you can’t adequately deliver services, maintain funding for your program, and ensure quality performance, enthusiasm and job satisfaction among your staff without effective managers.
We hope you can join us for our next webinar on this topic, scheduled for January 9, 2018 at 1pm EST:
Practicing Effective Management presented by Sarah Bowman and Travis Atkinson of TBD Solutions.
What You’ll Learn:
In this webinar, we’ll provide tangible keys to effective management through strong working relationships, performance communication, delegation, and professional growth. We expect that by joining us you will:
- Learn the four critical behaviors of effective managers: knowing your people, communicating about performance, pushing work down, and growing your people.
- Understand benefits and challenges of managing people in a mission-driven organization.
- Learn how to proactively address the most common challenges faced by managers, including burnout, turnover, poor communication, and lack of accountability.
Space in this free webinar is limited! Click here to register.
Meet Our Presenters:
Sarah Bowman, Associate Consultant, TBD Solutions
Sarah has infused the behavioral health system with infectious energy and a commitment to excellence for over 15 years. Her strong leadership, utilization of data-driven decision making, and focus on outcomes measurement has helped enhance a vast array of behavioral health programs and services. She is a dynamic presenter and trainer, with an excellent track record for building high performing, strengths-based teams.
Travis Atkinson, Associate Consultant, TBD Solutions
Travis has served as a manager and educator for over a decade. A consummate student of management and leadership, Travis has supervised diverse teams and maintains a reputation for getting lasting results and spurring innovation. He has trained hundreds of managers across the Midwest.