Tuesday, March 30, 2010

New Customer 211 San Diego Presents at AIRS

We are pleased to welcome 211 San Diego to our VisionLink network.  It will be an honor to support their work!

If you are planning on attending this year's AIRS conference you will be able to enjoy a number of worthwhile workshops from these good folks at 211 San Diego.  For that matter, if you have not yet registered for the conference, here are 7 more reasons to do so:


Managing Disaster Relationships
Presenter: Thomas Bennett, 211 San Diego, California
This course will provide an overview of governmental organizations and agencies for which they should develop and maintain relationships.  It will detail the methods, values and benefits of those relationships both long and short term.  (Tuesday, May 25, 10:30am – 12:00am)

2-1-1 at Times of Disaster (Emerging to experienced collaborations: Local, regional, and nationwide response strategies)
Presenters: Terri Brock and Luease Graham, Centerpoint Community Services/2-1-1 Connections, Shreveport, Louisiana; Denny Huff, Council of Community Services, Roanoke, Virginia; Mona Freels, 2-1-1 San Diego, California
A varied panel of providers, representative of small, mid-size and large organizations, will discuss their experiences in developing, implementing and reviewing a comprehensive disaster program.  Panelists will provide an interactive environment where participants can learn best practices regardless of organization size.  (Tuesday, May 25, 2:15pm – 3:45pm)

IS-700.a NIMS; An introduction (Part 1 & 2)
Presenter: Thomas Bennett, 211 San Diego, California
This course introduces and overviews the National Incident Management System (NIMS).  NIMS provides a consistent nationwide template to enable all government, private-sector, and nongovernmental organizations to work together during domestic incidents. At the end of the second workshop, the attendee will be able to complete the FEMA IS 700.a exam.   This successful completion will certify their familiarity with NIMS/ICS emergency management system. (Note that Part 2 must be completed to take the test).  (Wednesday, May 26, 9:00am – 10:30am & 2:15pm – 3:45pm)

I&R Excellence Through the Six principles of Crisis and Emergency Risk Communication (CERC).  Be First!  Be Right!  Be Credible!
Presenters: Trisha Steiniger, United Way of Greater Richmond & Petersburg, Virginia; William York, 2-1-1 San Diego, California
When disaster strikes, ANY information is empowering, that is why it’s so important to get out GOOD information quickly.  Communication is a broad science and imperfect art but, these 6 principles of Crisis and Emergency Risk Communication will guide your planning ahead of disaster.  Crisis Emergency Risk Communication (CERC) training will provide the nuts and bolts of crisis communication planning and the tools necessary to implement an effective communication response during a crisis or emergency risk situation.  (Wednesday, May 26, 10:45am – 12:15pm)

Learning to Use Commercial Call Center Philosophies and Experience in Social Service and Disaster Call Centers
Presenters: Mona Freels and William York, 2-1-1 San Diego, California
High-end commercial call centers across the globe have accumulated a huge amount knowledge, operational management experience, standards for the domestic call center’s operation and management indicators, inbound /outbound flow traffic handling techniques, call center cost control, staff recruitment, management process, personnel and training programs in order ensure their success in a competitive global market. They have laid a mighty foundation.  (Monday, May 24, 3:15pm – 4:45pm)

In the meantime, I&Rs across the country are still asking the question, “Are we a call center or a social service?”. And the answer is… “Yes, we are a call center that delivers social service and disaster information.” We should take advantage of this mighty foundation, millions of dollars of research, real world experience and the insights of commercial call centers. In this presentation, we’ll discuss the need for, techniques and strategies to provide more extensive, competitive and innovative I&R service based on the methods of American Express, Cox Cable and other award-winning commercial call center operations.

Food Stamp Outreach – It’s Not Just a Referral Anymore
Presenters: Mona Freels, Bill York and Claire Oksayan, 211 San Diego, California
Learn how to go beyond standard referrals to your local Food Stamp office by providing Food Stamp outreach to clients that increases revenues to your local economy and increases revenues to you. Practices that have helped 211 San Diego work closely with their county to improve Food Stamps (SNAP) throughout the region.  (Wednesday, May 26, 9:00am – 10:30am)

Phone System Efficiencies through Technology:
How Cloud Computing Can Improve Services and Flexibility

Presenters: Rodney Sackett and Mona Freels, 211 San Diego, California
Call centers today are faced with extraordinary decisions when it comes to technology needs. Many solutions can be expensive to purchase and sometimes even more expensive to implement. In this discussion we are going to walk through all the “cloud computing” technology changes made at 211 San Diego and cover our successes, challenges and why we made the decisions to change. (Wednesday, May 26, 10:45am – 12:15pm)

It's like a comprehensive course in a single conference!   Many, many other courses and workshops are being offered at AIRS 2010 as well.

VisionLink will be presenting, too, or stop by and say hello at our booth.

Dr. W. Douglas Zimmerman
President & CEO
VisionLink