When Words Get in the Way: Recognizing Hidden Barriers During Complex Conversations

Community Navigators come across a wide range of conversations every day.  While some interactions focus on straightforward information and referral, others may become more complex.  Factors such as differing beliefs, unfamiliar vocabulary or even moments of tension can create unexpected barriers to communication.

During this webinar, Inform USA Equity and Access Committee members will offer a thoughtful and supportive conversation about how language and outside influences can impact the complexity of a call.  Together, we will explore common factors that contribute to the communication challenges and discuss practical words, phrases and approaches that can help recognize and navigate these difficult interactions with confidence and clarity.

Presenters: 

Avalon "Mal" Mallory is an advocate and trainer. While they were at Florida State University for their undergrad, they started volunteering at the National Suicide Prevention Lifeline and found their passion. They volunteered there and became a trainer for new volunteers for the Lifeline to continue volunteering and working with people. When Mal came up to UWF for graduate school, they started volunteering at 211 Northwest Florida, and have been working with the 211 team since- as a volunteer, phone staff, training team, and as the Resource Manager. They have also been a part of the onboarding of the local 988 call center- helping with training for the 988 staff and helping create the policy and procedure for training. As a part of this process, Mal became an Applied Suicide Intervention Skills Training (ASIST) Trainer for the community and has continued providing ASIST for the community. 

Mal has been certified as a CRS, CRS D/C, and a CRS- Coaching Microcertification. They are a member of the InformUSA Council on Equity and Access.

Lexie Bartunek is the Community Living Connections Program Manager with the Washington State Unit on Aging. In this role she oversees and supports the 13 Aging and Disability Resource Centers throughout Washington state in delivery of Information and Assistance, Care Transitions and Resource Directory management. She has 15+ years of experience in the aging and disability services network. Before joining the state unit on aging, she worked for a local Area Agency on Aging as both an Information and Assistance Specialist and Community Services Program Coordinator.

Lexie also serves on the Inform USA board and is co-chair of the Equity and Access Committee.  She has a bachelor’s degree in social sciences from Washington State University. In her spare time, she enjoys spending time at the beach, reading, and snuggling with her kitties, Charlotte and Rosalie.