AIRS StandardsA Comprehensive Overview

Building a Quality I&R Program

AIRS Conference-Reno, Nevada

June 2, 2009

Presenters

Charlene Hipes, Chief Operating Officer AIRS

Faed Hendry – Manager Training and Outreach- Findhelp Information Services

Session Objectives• To discuss the AIRS Standards for Professional

Information and Referral (Version 6.0) and how they relate to creating a sound organizational framework.

• How to use the Standards to create a quality service.

• To highlight recent changes to the Standards• To discuss the Standards in relation to the AIRS

Accreditation process.

Why Standards?

• Provides a framework

• Defines a coordinated way to deliver services

• Outlines expectations

• Provides a way to measure quality

Why are the Standards Important?

• The standards address all aspects of an I&R service’s operation.

• They establish reference points that define expected practices within the field.

• Compliance can be measured• The standards provide a basis for two

important credentialing programs: AIRS Accreditation and Certification

History

. The AIRS Standards for Professional Information & Referral were first published in 1973. The Standards have grown with our field, binding together every aspect of I&R. The Standards are the prime benchmark of quality I&R.

Recent advances in technology have resulted in an explosion of information services in all sectors of society

History

Basic principals of I&R remain as important today as they were when the first Standards were drafted 32 years ago

Vision of the early I&R pioneers has provided an enduring framework

Standards Revision Process

Criteria for making additions and changes to the Standards include the following:

Standards should reflect current I&R practice.

Standards should be adopted because they improve the quality and consistency of I&R services.

Standards should be achievable by all I&R service providers.

New Standards

The last major change to the Standards was the publication of 5.0 in 2004 that saw the creation of two new standards relating to Crisis Intervention and Disaster Preparedness

Crisis Intervention Standard:This standard addresses how to meet the short-term

needs of inquirers experiencing crisis who may contact the I&R service.

Disaster Preparedness Standard: This standard provides information on how to

prepare for the role of community partner during a disaster.

New Standards Version 6.0

• Additional Channels for Access

• Content Management and Indexing

• Program Evaluation and Quality Assurance

Quality Indicators

A quality indicator is a measurable variable that can be used to determine the degree of adherence to a standard or achievement of quality goals.

The indicators are ideals that support and provide a framework for the Standards and replace the criteria that were listed in previous editions.

Standards Provide the Basic Framework

• Service Delivery Standards

• Resource Database Standards

• Reports and Measures

• Cooperative Relationships

• Disaster Preparedness

• Organizational Requirements

The AIRS Standards and ?

The AIRS Standards much like LEGO are building blocks. By using the assorted LEGO pieces build a quality I&R program by identifying which area of the AIRS Standards you would use first. Service Delivery? Organizational Requirements? Using all of the 6 areas and the 28 standards, construct your I&R program according to which area and standard you would use first. BE CREATIVE!

AIRS Standards

• Area I - Service Delivery

• Standards 1 - 6• Assessment and Referral Provision• Information Provision• Crisis Intervention• Advocacy/Intervention• Follow-Up• Additional Channels for Access

AIRS Standards

• Area II - Resource Database• Standards 7 - 12

• Inclusion/Exclusion Criteria• Data Elements• Classification

System/Taxonomy• Content Management and

Indexing• Database Search Methods• Database Maintenance

AIRS Standards

• Area III - Reports and Measures

• Standards 13 - 14• Inquirer Data Collection• Data Analysis & Reporting

AIRS Standards

• Area IV - Cooperative Relationships

• Standards 15 - 16• Cooperative Relationships within the I & R

System• Cooperative Relationships with Service

Providers

AIRS Standards

Area V – Disaster PreparednessStandards 17-23 • Emergency Operations and Business Contingency

Plan• Formal Relationships with Government and Private

Sector Emergency Operations and Relief Agencies• Disaster Resources• Disaster-Related I&R Service Delivery• Disaster-Related Inquirer Data Collection/Reports• Disaster-Related Technology Requirements• Disaster Training and Exercise

AIRS Standards

Area VI - Organizational Requirements

Standards 24 – 28 • Governance• Personnel Administration• Staff Training• Promotion and Outreach• Program Evaluation and Quality Assurance

AIRS Accreditation

• AIRS Accreditation assesses the ability of an I&R program to demonstrate full compliance with the AIRS Standards

• It is the primary quality assurance mechanism for gauging I&R excellence.

• Accreditation is a multi-phase process that assesses more than 200 distinct operational components and culminates in a detailed onsite review.

• Self-Assessment Readiness Tool

Why is Accreditation Important to 2-1-1/I&R Programs

Broader recognition by peers in the field. Demonstrated commitment on the part of leadership to

meeting the highest standards in the field. Objective evidence of achievement in the areas of service

quality and effectiveness. Enhanced credibility in the eyes of the public and other

stakeholders. Stronger position in what is emerging as a competitive

field, e.g., an edge in competitions for the lead agency status in local 2-1-1 systems.

Expanded access to new markets, government assistance and foundation grants.

For More Information

Charlene Hipes

Chief Operating Officer

Alliance of Information & Referral Systems (AIRS)

PO Box 33095, Portland, OR 97292

(503) 257-3537

Fax: (503) 251-8383

charlenehipes@airs.org

www.airs.org

Information & Referral SystemBuilding a Better World

byBringing People and Services Together