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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
Promising Practice: 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... Continue Reading
Promising Practice: 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... Continue Reading
Promising Practice: 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... 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
Promising Practice: 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... Continue Reading
Promising Practice: 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 This... Continue Reading
Here are our 2024 Inform USA award Winners! Continue Reading
The next version of the Inform USA Standards for Professional Information and Referral is now in the "Member Comment Phase". Continue Reading
Learn more about the different Inform USA Committees and Commissions and how you can get involved. Continue Reading
Promising Practice: Frequent Caller Case Review Team Meetings Each month, 211/988 Crisis Hotline, (a.k.a., 211 Pathways), pulls a list of callers who have called at least 10 times in the previous month. Prior to the meeting, the list is sent out and staff vote on who they would like to... Continue Reading
