Inform USA Webinar - Anatomy of a Good Call
Manager – Training and Outreach
Findhelp Information Services/211 Toronto, Toronto, Ontario
Faed Hendry is a Certified Information & Referral Specialist who is Manager of Training and Outreach with Findhelp Information Services in Toronto. He has worked in various capacities at Findhelp since 1989. Prior to working for Findhelp, he worked as a Community Development Coordinator for Volunteer Toronto, Faed regularly conducts training and credentialing programs related to information, assessment and referral throughout Ontario and North America.
Faed has served as the Chairperson of the Alliance of Information and Referral Systems (AIRS) Standards Committee which developed the most recent edition of the Professional Standards for Information & Referral and Quality Indicators. AIRS is a professional membership association with over 1,000 organizations. Faed is also a past-president of AIRS and conducts regular accreditation site visits to Community Information Centres and 211 agencies throughout North America.
What is being measured and evaluated in an interaction with a client? Who defines what a "good" call is? What are we looking for and examining in the information and referral process? This session will address those questions and more, including:
- What is being measured and counted? (Call Monitoring Forms)
- 10 essential aspects of call handling, steering, and management (How is the interaction being guided?)
- Managing expectations and providing context for referrals
- Considerations and strategies for effective call handling
The intended audience is geared toward Community Resource Specialists and those managing, supervising, and providing feedback.