CAIRS Conference 2015

Track A: Information and Referral Basics

Establishing Rapport – download presentation

Rapport is the key to a successful interaction with any inquirer. When you have a solid connection with an inquirer, it opens the door for assessment, empowerment, and making good referrals. Come and learn how to make these connections or train your staff on how to make these connections through tools, practice and fun games that demonstrate the power of rapport.

Presenter: Terri Baker, 211 LA

Client Assessment 101 – download presentation

Assessment is a way of asking, “What is really going on here?” It involves understanding the nature and extent of a customer situation: the who, what, where, when, and why.  It’s a skill to find out the reason for the call, which is not as easy as it sounds. Some people may be able to clearly state their situation. Others may struggle to describe what they are looking for, especially if their predicament is complex, serious, painful or recent.  Staff will learn to look beyond the presented need to understand the unsaid and explore the customer’s true request.

Presenter: Cecilia Larios, 211 LA; Rudy Bernal, 211 LA

The New ConTEXT for Information and Referral: Texting/Chat I&R – download presentation

Learn the basics of texting and phone assessment, including protocols for assessment, data collection, making referrals and follow-up.

Presenter: Laura Mejia, 211 LA; Liz Ruiz, 211 LA

I&R in Action – download presentation

A practicum for implementing text assessment skills, including role playing, practice assessment via text, using texting syntax, establishing rapport, and “getting to the point.”

Presenter: Terri Baker, 211 LA; Rudy Bernal, 211 LA

Track B: Coaching and Supervision

Calibration Corner – download presentation

Do you have a quality program? Do you have concerns about how your staff understands the quality program? This workshop will demonstrate the value of the calibration process. In a sample quality calibration, featuring an actual call, we will review the technique of calibration as well as discuss the benefits to your overall quality program.

Presenter: Pablo Garcia, 211 LA; Rudy Bernal, 211 LA

Coaching for Quality: Following Up on QA Outcomesdownload presentation

Learn how coaching and quality go hand in hand to meet the needs of the client, staff and agency goals and metrics.

Presenter: Bettie Carranza, 211 LA

Building Contact Center Teams that Work

The old saying goes: “There’s no “I” in “team”. Often times in the contact center industry, teams become siloed and employees feel that they’re “on their own”. This workshop helps us identify barriers in contact centers that cause this and identify ways to demonstrate collaboration and a sense of team to successfully meet the needs of co-workers, clients and the mission.

Presenter: Josh Berkstresser, Certona

Mystery Program: A Quality Training Tool for Front-Line Staff – download presentation

Are you looking for an impactful training/coaching method to elevate the customer service in your organization?

Nothing speaks louder than placing yourself in the customer’s shoes.

In this session, learn how to design a mystery program for staff to assess the level of customer service being delivered. By placing staff in the driver’s seat they, identify with the meaning of being a customer. Learn techniques and tools used to get participants eager about the mystery program, and how the program provides valuable feedback about the effectiveness of your organization training program.

Presenter: Cecilia Larios Bedoy, 211 LA; Pablo Garcia, 211 LA


Track C: Workplace Wellness

Mindfulness Training

Mindfulness is an evidence-based therapy, an effective intervention, and a secular practice that changes your relationship to unwanted thoughts, feelings, and body sensations. It offers the possibility of no longer reacting to them in an automatic way, but rather of having the choice and tools to skillfully respond to them with acceptance and compassion.

Our approach to the practice of mindfulness is the most accessible and effective practice that we are aware of. At its core, it simply involves bringing your attention to your breath, noticing when you get distracted, and then gently bringing your attention back to your breath. It can be done on the bus, in the park, in your office, or wherever you may find yourself. Come join us and we will guide you in a variety of mindfulness practices.

Presenter: Gail Soffer, Mindful Warrior Project

Wellness at Work – download presentation

How do we as an agency community do our best for those we serve? Yes… through staff and culture development, trainings and coachings, metrics and mission. But at the end of the day, a strong and sustainable Wellness Plan that benefits our staff, volunteers and board provides the infrastructure for better providing to our customers and clients. This goes beyond taking a walk and eating healthy foods, it’s providing a holistic approach to helping our employees feel their best to do their best.

Presenters: Claire Oksayan, 211 San Diego; Kristin Makena, 211 San Diego; Victor Rivas, 211 LA

Growing a Healthy Self: How Caring for Others Begins with Youdownload presentation

How easy is it to neglect ourselves in pursuit of our passions?  This workshop will explore strategies for self development and self care in the pursuit to help others by exploring some exercises on personal growth, vulnerability and the ability to face personal fears as an important part of being a “human being” with others in our families, workplace and communities.

Presenter: Nathan Graeser, MDiv, MSW, USC CIR

Laughter: It’s the Best Thing for You

Everybody knows that laughing feels good, but did you know you could use it to improve your life at home and at work? Fun is not frivolous. It’s a fundamental path to wellness. Come learn by doing how laughter can benefit all aspects of being. Laughter cannot heal or solve anything, but it can help to heal and dissolve everything.

At home:

  • Emotional: Elevate mood and energy, promote recovery from negative emotions, improve quality of life.
  • Mental: Reduce stress and tension, counteract depression symptoms, enhance creative thinking and problem-solving skills. Change your mental map from NMA (Negative Mental Attitude) to PMA (Positive Mental Attitude).
  • Physical: Increase your immune system’s defenses, improve respiration, reduce pain, exercise and relax muscles.
  • Social: Improve relationships, friendliness, solidarity and group cohesiveness.

At work:

  • Morale: When you feel good.
  • Attitude: You think good.
  • Productivity: You do good.
  • Relationships: Laughing together builds the team dynamic, and leads to stronger collaborative work.

With Sebastien Gendry, CEO of The Laughter Consultants, Los Angeles experts in corporate health and wellbeing. TLC is dedicated to helping those organizations who wish to boost morale and

Track D: Special Populations

Community Reintegration of Formerly Incarcerated: Part One – download presentation

The challenges faced by formerly incarcerated individuals in reuniting with family, gaining employment, securing housing, addressing health care needs, etc. are being tackled through provision of services in jail/prison and upon release.  This workshop will cover reentry legislation, institutional approaches/strategies for service delivery, pro/cons of jail/prison based programs, and recidivism outcomes of current practices.

Panel: Lynne Lyman, Drug Policy Alliance; Troy Vaughn, J.D., M.B.A., M.Div., Christ-Centered Ministries

Community Reintegration of Formerly Incarcerated: Part Two – download presentation

The challenges faced by formerly incarcerated individuals in reuniting with family, gaining employment, securing housing, addressing health care needs, etc. can be alleviated through the utilization of service integration models focused around community-based services and peer service-navigators.  This workshop will highlight innovative approaches to partnering between law enforcement/probation and community-based service providers.

Panel: Herman Avilez, California Hispanic Commission on Alcohol and Drug Abuse; Daniel Healy, Violence Prevention Coalition; Gabriel Kendall, 211 San Diego

LGBTQ Community Connections – download presentation

How can I&R help the LGBTQ community thrive as a healthy and resilient population? Learn about resources, leadership and advocacy for the LGBTQ community.

Presenter: Alana Kalinowski, 211 San Diego

Holistic Veterans Advocacy and Outreach: Building Strategic Partnerships and Opportunities to End Homelessness for Veterans

This workshop will provide an overview of the historic effects that untreated combat trauma has had in terms of homelessness and addictive disorders afflicting our returning war heroes.  It will focus upon great emerging opportunities for Viet-Nam era veterans in particular who are now eligible for discharge upgrades and housing benefits that have been ushered in by recent major changes in the law and federal policy. Those attending will learn about these vital changes and learn steps to help direct Veterans who qualify to the advocacy support they’ll need to connect with these vital benefits.

We will also discuss California’s diversion statutes and the Veterans Treatment Court models and efforts to promulgate awareness of these model statutes and therapeutic jurisprudence models – especially to rural areas where they are less known.

Presenter: Paul Freese, Neighborhood Legal Services of Los Angeles


Track E: Beyond Information and Referral

Best Practices in Mobility Management

Mobility Management for vulnerable populations is leading the field of transportation in innovative ideas for interagency collaboration and best practices for supporting seniors, vets, people with disabilities, welfare and WorkSource recipients, and other transit-dependent populations access the health and human services they need.

Moderator: David Serby, 211 LA

Panel: Toni Levyssohn, Community Senior Services; Osvaldo Maysonet, 211 San Bernardino; Judith Norman, JNTC; Kimberly Perez, Valley Transportation Services

Best Practices in Database Management download presentation

Effective referrals rely on the quality of your resource information, which is dependent on the data curation skills of your database maintenance team. Understanding the AIRS/211 LA County Taxonomy of Human Services is also key for maximizing searchability of service profiles. This workshop covers the basics of database management and strategies for facilitating access to resources for I&R staff and the general public.

Presenters: Tanya Kellam, 211 Ventura; Amy Arambulo, 211 Orange County

ABC’s of Utility Assistance download presentation

Help with paying utility bills is one of the most requested services from vulnerable, low and fixed income populations.  Our utility companies offer a variety of income-qualified programs ranging from utility bill discounts, reduced rates, bill payment assistance, extra allowances of energy at the lowest rates, to no-cost weatherization.  This workshop will cover how these programs work, who is eligible and how to apply.

Presenters: Ailsa Yew, Southern California Edison; Ted Humphrey, SoCalGas


Thank you all for attending the 2015 CAIRS Conference in Los Angeles. We hope you found the event and the workshops educational and beneficial to you and your agency.

We welcome any feedback on this year’s conference or suggestions for how to improve for CAIRS 2016.

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