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This is the second post in a series about the Risks and Opportunities of AI in I&R. In this post, we’ll consider Large Language Models (LLMs) like ChatGPT, and analyze the many risks and potential opportunities that they present to Information-and-Referral providers. Continue Reading
Welcome Tori Greer of Inform Florida to the blog, to talk about their innovative use of AI tools to facilitate alignment of many different styleguides into one shared statewide styleguide. Continue Reading
Whether you're working directly with older adults and individuals with disabilities or managing programs that support these populations, ongoing learning is key to providing the highest level of service and support. At Inform USA, we offer a range of webinars and online training designed to help... Continue Reading
Now, through August, Inform USA is collecting data for the 2024 Salary Survey. The resulting report will provide information about the compensation and benefits for key positions in Information and Referral (I&R) programs across the US and Canada. Continue Reading
An updated version of the Standards for Information and Referral has been released! Continue Reading
Contact Handling - Information Gathering In addition to identifying the information collected from inquirers and how it is used, the policy conveys how collecting the information can build a connection with the inquirer and to fully understand and be able to address the inquirer’s needs. ... Continue Reading
Texting Policies and Procedures The policy provides guidance for the process and in utilizing the system for responding to text requests from inquirers, geared toward assuring the inquirer receives the information they need and has a positive experience. Courtesy of 211 Missouri and... Continue Reading
Call Monitoring Form The program has developed a quality assurance model entitled CARE Quality Monitoring Program. CARE stands for Coaching And Reinforcing Excellence. The elements of the model include monitoring, evaluations, scoring, calibration and coaching plans. Courtesy of 211... Continue Reading
In May, I presented a session on the Risks of AI in I&R at the 2024 Inform USA Grand Gathering in Grand Rapids Michigan – it was probably my most popular session in 10 years of these conferences. So I'll recap a summary here in a series of posts. Continue Reading
Crisis Training Syllabus and Crisis Training Manual The Crisis Intervention module is part of the Crisis Line Responder training that all front-line staff (including CRS) go through when they are hired at the Distress Centre. Crisis Line Responder training occurs both in-person and virtually,... Continue Reading
Roberts Model - Tool for Crisis Calls Roberts Model of Crisis Intervention training could greatly enhance the skill level and reduce the fallout for a CRS handling difficult, demanding, & hysterical callers. Courtesy of 211 - Distress Centre Calgary Continue Reading
The next version of the Inform USA Standards for Professional Information and Referral is now in the "Member Comment Phase". Continue Reading
