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Northwest Alliance of Information & Referral Systems
January 2008
www.nwairs.org
Chair’s Report
On behalf of the NW-AIRS Board of Directors, I want to
wish all of you Happy Holidays and to thank you for your
memberships and your contributions to the growth and
development of information and referral services in our
region. This is my first message as your Chairperson and I
am happy to report that we have an exciting year ahead with
a conference and other training opportunities planned. Here
are some updates:
NW-AIRS Training Conference
The 2008 Training Conference will be held from October
1-3 in Spokane, Washington at the Red Lion Inn on
Spokane’s beautiful Riverwalk. The conference theme is
Collaborative I&R Connections: Creating and Sustaining
Links to Community Partnerships. The conference will
include tracks on Aging, 2-1-1 and Skills Development.
Workshops are planned on disaster response, Aging &
Disability Resource Centers, preparation for certification,
and many more topics. If you have an idea for a workshop
topic or would like to suggest a specific presenter, please
let me know. The Board recently approved a policy to
grant training and certification scholarships to employees
of member organizations. Information about scholarship
assistance and updated conference news will be posted on
our website in the coming months.
IN THIS ISSUE
2-1-1 Emergency Response to
December Windstorm and Floods ......................2
2-1-1 Updates .............................................................3
Preparing for Disaster ...............................................4
Spotlight on NW-AIRS Board Member:
Susan Shepherd ......................................................5
AIRS Affiliate Council Update ................................6
NW-AIRS Members ..................................................7
Board Member Recruitment
The Board of Directors is composed of a core group of
providers representing Information, Referral and Assistance
providers from Oregon, Washington and Idaho.
NW-AIRS does not have paid staff. I would like to thank
each board member for their time and energy, and for
their commitment to representing member interests in our
region. We are recruiting additional board members and are
particularly seeking representation from military programs,
children’s services, culturally specific services as well a greater
representation from Oregon and Idaho. If you would like
to suggest a potential Board Member, please contact me at
(360) 676-6749 or johnsjs2@dshs.wa.gov.
Best wishes in 2008,
Julie Johnson, Chairperson
Northwest Regional Council
Bellingham, Washington
PLEASE SAVE
THE DATES
NW-AIRS Conference - Spokane, WA
Collaborative I&R Connections
Creating and Sustaining Links
to Community Partnerships
303 W. North River Drive,
Spokane, WA 99201
NW-AIRS News, January 2008
211 Emergency Response to
December Windstorm and Floods
of those evening calls was low, the fact that we had the
capacity to answer them made a positive impression on EOC
authorities.
In the holiday season, when call volumes are already high,
the Western Counties Call Center in Olympia, the Peninsulas
Call Center in Bremerton, and the 211Info Call Center in
Portland were especially hard hit with extra calls. They took
the leadership role and with the help of the other call centers,
covered the extra evening shifts. However, all call centers
throughout the state handled the disaster related calls. In 10
or so days of the emergency, the system took over 1200 storm
related calls, emails and voicemails.
Meanwhile, at the EOC, WIN 211 staff processed
situation reports as quickly as possible, trying to gauge which
information would be useful to 2-1-1 callers, also deciding
which of the other information was official and which might
be unconfirmed, then sending it out to all the call centers. This
was information about emergency shelters, feeding stations
and where to get needed supplies, plus much more. We were
also a conduit for Department of Health, Department of
Social and Health Services, Ecology Department, and other
governmental and nongovernmental agencies. Information
included everything from tetanus inoculations availability
to food stamp programs, distribution centers, the status of
various Community Services Offices (CSOs), and hazardous
materials. Once our effectiveness was noted, various EOC
departments starting coming to 2-1-1 with requests for
resources. These ranged from finding an emergency shelter
for a person with special needs, shelter needs for pets and
livestock, to a call for volunteers for downed tree removals.
With our on-line database and call center contacts in the
community, 2-1-1 was able to successfully provide the vital
information and referrals.
At this writing 2-1-1 is participating in the Recovery
Phase, along with the state EOC and other state and federal
agencies, various volunteer organizations, like the Red Cross,
and FEMA. We are continuing to provide much needed
information and referral coordination in the aftermath of
this storm at the Joint Field Office in Olympia, Wash. As a
system we will continue to take disaster related calls and help
the persons affected by this storm for some time to come, as
the citizens of Western Washington work to pull their lives
together. 2-1-1 is a vital community asset and this storm tested
our ability to respond effectively and gave us a wealth of
lessons learned.
By EVA McGINNIS
Training and Quality Assurance, WIN 211
On December 2 & 3 hurricane level winds and torrential
rains slammed the western coast of Washington, from the
Native American reservations in northern Clallam County,
to the Long Beach Peninsula just north of Portland. Power
to thousands was extinguished, 300 people had to be rescued
by helicopters from their flooded homes and rooftops and
the water rose so quickly that herds of cattle could not be
evacuated in time from the fields and barns. Many roads were
washed out and even Interstate-5 was beneath 10 feet of
water for several days and a 20 mile stretch between Chehalis
and Portland was closed. As of this writing seven counties are
declared federal disaster areas and the National Guard was
called out to help.
On December 5, for the first time since the WIN
211 system went live, the Washington State Emergency
Management Department called in WIN 211 into the
Emergency Operations Center (EOC) to participate in the
Response Phase for the coordination of public information
regarding this storm. Though many of the state government
and federal agencies had heard about 2-1-1, they had not
seen it tested under these kinds of circumstances. WIN 211
was able to successfully respond due to the flexibility of our
statewide call center staff and the telephone system. This
system enables 2-1-1 to be so integrated that calls can be
shifted from one call center to the next and more phone ports
opened as needed. 2-1-1 was requested to answer calls for
extended hours (till 11 p.m.) for several days and then have
staff on standby for other late night calls. Though the number
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NW-AIRS News, January 2008
211 Updates
OREGON:
In the past two months OR 211 has received two grants for supporting the statewide planning and
roll-out efforts. Spirit Mountain Community Fund awarded OR 211 a grant for $50,000 and the Oregon
Community Foundation awarded OR 211 a grant of $20,000. Tom Page has been working in a contractual
capacity to raise these funds, and additional grants are still in development.
Effective January 1, OR 211 expects to sign a second contract with Tom Page to focus on the
deliverables of the two grants and on continued development. This will include preliminary work with
Oregon legislators, who were enthusiastic about the presentation made to the House Interim Committee
on Human Services and Women’s Wellness by OR 211 Board Chair Stephen Guntli on December 10.
Also testifying to the committee was Ian Finch, an Oregon beneficiary of 2-1-1 services who testified with
Senator Hillary Clinton in Washington, DC on behalf of 2-1-1 last February.
IDAHO:
2-1-1 Idaho CareLine is pleased to announce the selection of both Program Supervisor and Call Center
Supervisor.
Nina Dillon is the new Program Supervisor. Nina brings more than 15 years of public and private sector
experience in human service administration, community development, and grants management. She gained this
experience as Executive Director of the Women’s Business Center, Regional Program Director for Americorps,
and Grants/Contracts Officer with the Idaho Department of Health and Welfare (IDHW), Division of
Management Services. Nina holds a Bachelor’s degree in Management and Organizational Leadership from
George Fox University.
Alberto Gonzalez is the new 2-1-1 Idaho CareLine Call Center Supervisor. Alberto brings over 10 years of
call center supervisory/management/leadership experience and 1.5 years IDHW experience as a Child Support
Officer in Caldwell.
WASHINGTON:
The eight call centers have been working closely together to develop consistent policies, procedures and
systems to ensure a smoothly operating statewide 2-1-1 program. The Network of Call Center Directors
meets monthly to work on these issues and a sub-committee composed of resource specialists is working on
taxonomy, formatting and style issues. The call centers are now supporting each other by handling calls from
each other during times when a center is closed for staff meetings, training, etc. With the recent flooding
in southern Washington, call centers worked together to respond to calls until 11 p.m. each evening, and
WIN 211 staff was at the state Emergency Operations Center assisting in social service response. WIN 211
negotiated a contract with the state of Washington to reimburse call centers for handling Earned Income
Tax Credit calls in 2008. 2007 was a trial period for handling EITC calls and it worked very well. WIN 211
also bid on a contract to handle Traumatic Brain Injury calls but was not the successful bidder.
WIN 211 has a new Executive Director, David Riddle, who is bringing the centers together and
working to increase awareness of 2-1-1, especially within state government. WIN 211 also hired a public
policy director to help us secure additional funding in the 2008 state budget. This is a critical issue for the
call centers as call volume continues to increase, and yet funding for the state office and the call centers is
significantly below the previous year. Despite this shortfall in funding, the call centers continue to provide a
timely response to callers.
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NW-AIRS News, January 2008
Preparing for a Disaster
A recurring topic in the media lately has been natural disasters and the need for
emergency preparedness. One way to better prepare for these events is to arm
ourselves with the knowledge of what resources are available. There are many
websites that share information that can be used by you and your organizations to
prepare in advance for a disaster and respond effectively when disaster strikes.
The number of declared disasters has risen dramatically over the last decades.
Since 1952, there have been 20 disasters in Idaho, 25 in Oregon and 41 in
Washington. Overall last year there were 61 disasters declared in the United States.
The Federal Emergency Management Agency (FEMA) publishes statistics about
the incidence of disasters and offers an in-depth Guide to Citizen Preparedness.
It is a good place to begin a search for information on emergency preparedness.
Their website is http://www.fema.gov/areyouready/
To FEMA, every person in the country is part of an emergency management
system that is aimed at protection – protecting people and property from all
types of hazards. One way to think about our national emergency management
system is as a pyramid with individuals forming the base of the structure. At this
level, everyone has a responsibility to protect themselves and their families first
- by knowing what to do before, during and after an event. As I & R workers,
it is likely that we have or will be called on to assist in response to a disaster. So
it’s important to equip ourselves with the information needed to make sound
decisions in the event of an emergency – and to make sure we have prepared at
home before a disaster strikes.
Here are some sites that contain useful information about disaster preparedness:
http://www.osha.gov/SLTC/emergencypreparedness/index.html
The OSHA website offers the following: applicable standards, responder
information, National Response System information and other information that
can be beneficial.
http://www.bt.cdc.gov
The Center for Disease Control and Prevention site is intended to increase
the nation’s ability to prepare for and respond to public health emergencies.
See also, www.pandemicflu.gov and www.avianflu.gov
www.ready.gov
The Office of Homeland Security site provides specific information for
business, and individuals, and a section for children.
www.emd.wa.gov
Washington State’s Emergency Management Division website has
comprehensive information which includes a business portal and planning
guide, “12 Steps to Comprehensive Business Preparedness Planning” with
useful information about continuity of operations and lots more.
http://www.alliance4hs.org/COOP.WP.doc
“Emergency Management Continuity of Operations Plan for Non-Profits”
The Alliance of Human Services and Miami-Dade County, Florida developed
this manual to help non-profit organizations with emergency response plans
and includes planning templates.
- Compiled by Melissa Wall and Julie Johnson
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NW-AIRS News, January 2008
Spotlight on
NW-AIRS Board Member:
Susan Shepherd
Susan Shepherd joined the NWAIRS Board in September this
year representing aging services in
Washington State. Susan is a Program
Manager and Area Agency on Aging
Specialist for the State Unit on Aging,
DSHS, Aging and Disability Services.
She wears many hats in her current work
for ADSA, and her responsibilities are
broad and varied. The liaison between
five Area Agencies on Aging and the
State Unit on Aging, Susan also has
statewide program oversight for 13
Senior Information and Assistance
(I&A) Programs. In that role, she keeps
I&A programs informed of changes
and opportunities in the field. She
is responsible for strategic planning,
long-term program develop, and
oversight of Senior I&A programs and
has been instrumental in development
and planning for Aging and Disability
Resource Centers (ADRCs) in
Washington State.
Susan brings many talents and
experience to ADSA and also to our
Board. From 1990 – 2003, She worked
for Aging and Adult Care of Central
Washington. She gained experience
as a case manager, supervisor of I&A,
and manager of Access Services, which
encompassed the Senior I&A and Family
Caregiver Support Programs. In 2003,
Susan was employed by NW-AIRS as
a project coordinator under the Bill &
Melinda Gates Foundation Grant. The
grant helped jump-start development
of 2-1-1 in Oregon and Washington.
Susan worked on quality assurance
issues and in collaboration with AIRS,
developed training materials, promoting
AIRS certification and accreditation.
In 2004 and 2005, she went to work
as a Senior Program Associate for the
National Aging Information and Referral
(I&R) Support Center at the National
Association of State Units on Aging
(NASUA).
In her many roles, Susan has
witnessed how I&R programs have
grown over the years. “When I think of
how I&R has changed, the technology
really stands out. We started with little
cards in card boxes, word-of-mouth
knowledge and paper resource lists.
Now we have online resource databases
with several software companies using
the AIRS taxonomy; client management
systems; and call-center software. These
huge advances have really impacted
I&R.”
Susan has observed the greater
expertise and sophistication in our
services and the manner they are
delivered. She notes that the AIRS
standards have been widely adopted
throughout the Northwest by 2-1-1 call
centers and other I&Rs. She believes
that our adoption of the standards
speaks volumes about the capacity for
interoperability and the professionalism
of our programs. Washington State has a
high number of AIRS certified specialists
and many organizations are pursuing
accreditation.
She shared that on a national level,
the NASUA Board members and the
leadership of the National Association
of Area Agencies on Aging (n4a)
have both agreed to adopt the AIRS
Standards: “The Aging Network worked
to bring the Older American Act aging
I&R/A and AIRS standards more
closely together and also promoted
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development of a Certification in Aging
that recognizes the specialized assistance
model employed by aging I&R/A
systems. Aging I&R/A specialists prize
their ability to spend one-on-one time
with older adults and their families
helping them truly understand and access
needed services while providing support
and advocacy along the way. These
and other changes have contributed to
greater professionalism in our field.”
Susan points out that the Washington
State Senior I&A Standards are slightly
different than the AIRS standards,
because of some varying expectations,
including the assistance component; but
we are continually working to bring them
closer together.
When asked to describe of the
challenges faced today by information
and referral/assistance systems today,
Susan notes that we are in a very
different political environment than we
were when programs started back in the
70’s. “Today, funders are interested in
paying for specific items of service with
definable outcomes. They are much more
attuned to best practices and the bottom
line. So we have to be smarter and more
specific about what we are providing to
communities, more able to describe how
our programs save money over the long
term, promote collaboration, and prevent
duplication.
Susan also mentions the huge
demographic changes taking place
as millions of baby boomers reach
retirement age. Both 2-1-1s and
ADRCs are good strategies for readying
our field to meet the challenges we
will face in serving these emerging
populations. Programs must determine
continued next page
NW-AIRS News, January 2008
AIRS Affiliate Council Update
Jeri Shumate represented NW-AIRS at the recent AIRS Affiliates Meeting in Washington, DC in November. The Affiliates Council
meets concurrently with the AIRS Board of Directors meetings twice a year, but at this session the Affiliates joined the full AIRS
Board for discussions about the national organization’s strategic planning. Some of the items noted or explored include:
•
•
•
•
•
Identifying AIRS Strengths, Weaknesses, Opportunities and Threats (SWOT Analysis)
A Congressional Bill identifying a national I&R Awareness Day
Providing legislative advocacy trainings at the national AIRS Conference
Lending AIRS resources to strengthen Affiliate Conferences
Using AIRS, the Affiliates, and information & referral services in general to spread the word on the DTV mandate
(elimination of analog TV in February 2009)
• Consideration of filling the position of AIRS Chief Executive Officer
• Branding/Marketing/Public Relations/Values
• Research/Evaluation/Data
The Affiliates Council meets regularly by conference call in addition to the semi-annual in-person meetings with the AIRS Board.
SHEPHERD continued
how services can be provided
for greater number of older
adults, including those with
diverse language cultural
backgrounds; and people of
all ages with disabilities.
In Washington State, over
the next few years, we hope
to see all Senior I&As expand
to become Aging & Disability
Resource Centers in order
to serve persons of all ages
who have current and future
long term care needs; and
provide streamlined assistance
to access both publicly and
privately financed long-term
care options. Throughout
the country, “Aging I&R/As
are challenged to incorporate
the idea that what we do is
good for people of all ages.
To do so, they need better
technology and enhanced
training. Today, there
are many more choices
that people evaluate when
they make decisions about
community services and our
collaborate successfully,
Susan said, “2-1-1’s provide
comprehensive I&R across a
broad spectrum of services
and sectors for the general
population. Aging I&R/As
have focused on serving
older adults and caregivers,
but the skill they have is
listening and assisting people
to really understand and
evaluate current and future
care options, as they decide
on next steps. That service
is needed by seniors, and
by others, who need access
to resources and support in
order to live independently in
the community. The Aging
and Disability Resource
Centers will help older
adults and persons with
disabilities evaluate the full
array of services available to
them, and streamline access
to care and other related
services. The pieces all fit
together. It requires that local
organizations communicate
aging I&R/A programs are
challenged to continue to
develop our expertise to help
them. We need to figure out
how to use technology for
efficient and quality service
provision of I&R/A services.
Because of increasing
numbers and demographic
changes, we must examine
how we do business. As
ADRC’s, the Aging I&R/As
will serve more people and
be challenged to be efficient
while preserving their timehonored quality.” Strong
community collaborations
where roles and protocols are
clearly defined and practiced
will help us ensure consumers
have access to relevant and
preferred services.”
Aging I&R/As and
2-1-1 call centers are
increasingly called to work
more closely together in
response to community
needs. When asked for her
ideas about how they can
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honestly, define their roles,
and collaborate based on
program mandates, local
resources, and consumer
needs.”
Susan goes on to
comment that “we have an
opportunity to cooperate,
to enhance our existing
relationships and build new
ones, to make the best use of
shared public information,
to be more efficient in ways
services are delivered.”
In summary, she says,
“I have enjoyed working
in this field. I am proud
and constantly amazed at
the type of people who are
drawn to this work: the
professionalism, humor and
the quality of their work.
People in our field care about
the people they serve, and
care about each other too.”
Susan has valuable
knowledge and experience to
share and we welcome her to
the NW-AIRS Board.
NW-AIRS News, January 2008
EXECUTIVE BOARD
Julie Johnson, President (10/06 to 10/08)
Care Management Director
Northwest Regional Council
600 Lakeyway Drive
Bellingham, WA 98225
Phone: (360) 676-6749
E-mail: JohnsJA2@dshs.wa.gov
Wanda Smith, Secretary (10/06 to 10/08)
People for People
302 West Lincoln Avenue
Yakima, WA. 98902
Phone: (509) 248-6726
E-mail: wsmith@pfp.org
Jeri Shumate, Treasurer (10/05 to 10/07)
211info Executive Director
621 SW Alder, Suite 810
Portland, OR 97205
Phone: (503) 416-2626
Fax: (503) 499-4302
E-mail: jeri@211info.org
BOARD OF DIRECTORS
Mary Blalock (10/06 to 10/08)
Crisis Clinic
1515 Dexter Ave North, Suite 300
Seattle, WA 98109
Phone: (206) 461-3210 ext. 644
Fax: (206) 461-8368
E-mail: mblalock@crisisclinic.org
Michelle Morris (3/07 to 3/09)
Eastern Washington 211/Spokane Mental Health
107 South Division
Spokane, WA 99202
Phone: (509) 838-4651 ext 2367
Fax: (509) 458-7449
E-mail: mmorris@smhca.org
Susan Shepherd (07/07 to 07/09)
ADSA/HCS-State Unit on Aging
PO Box 45600
Olympia, WA 98504-5600
Phone: (360) 725-2418
Toll Free: 1-800-422-3263
TTY: (360) 493-2637
E-mail: shephsl@dshs.wa.gov
Melissa Wall (07/07 to 07/09)
NorthWest Senior and Disability Services (NWSDS)
Unit Supervisor for the South Salem Aging Unit
3541 Fairview Industrial Dr. SE
Salem, OR 97302
Phone: (503) 378-3672
Fax: (503) 371-6599
E-mail: melissa.wall@state.or.us
HOW TO CONTACT US
NW-AIRS
PMB 248, 16409 SE Division, Suite 216,
Portland, OR 97236-1982
NW-AIRS MEMBERS
Dallas Lee Brower, Barrow
211 Info, Portland
939 ARW Family Support, Portland IAP
Aging & Adult Care of CW, E Wenatchee
Area Agency on Aging, Lewiston
Area Agency on Aging of North Idaho, Coeut d’Alene
Area III Agency on Aging, Weiser
Area IV Office on Aging, Twin Falls
Asian Counseling & Referral Services, Seattle
Behaviorial Health Resources, Olympia
Child Care Resources, Seattle
Chinese Information Service Center, Seattle
Clackamas County Social Services, Oregon City
Community Action Organization, Hillsboro
Community Action Partnership Association of Idaho, Boise
Community Cupboard, Leavenworth
Community Voice Mail, Seattle
Crisis Clinic, Seattle
Department of Health and Human Services (Montana), Helena
District XI Human Resource Council, Missoula
First Call for Help, Kalispell
Health and Benefits Advisor, Meridian
Healthy Mothers, Healthy Babies, Seattle
Help Center, Inc., Bozeman
Human Services Council - SW Washington Agency on Aging, Vancouver
Idaho Dept of Health & Welfare, Boise
Jewish Family Service, Seattle
Klickitat Co Senior Services, Goldendale
Missoula Aging Service, Missoula
Multnomah Co Aging & Disability Services, Portland
Neighborhood House, Seattle
Northwest Senior & Disability Services, Salem
NWRC - NW Regional Council - AAA, Bellingham
Office of Aging & Long Term Care, Kennewick
Olympic Area Agency on Aging, Port Angeles
Peninsulas’ 2-1-1, Bremerton
People For People, Yakima
Pierce Co Aging & Long Term Care, Tacoma
SE ID Council of Governments, Pocatello
Sea Mar Community Centers, Seattle
Seattle King County Aging & Disability Services, Seattle
Senior Services of Seattle/King Co., Seattle
Senior Services of Snohomish County, Mukilteo
Sexual Assault Support Services, Eugene
Spokane Mental Health, Spokane
United Way of Pierce County, Tacoma
Voices of Hope, Great Falls
Volunteers of America Western Washington, Everett
Washington Information Network 2-1-1, Renton
Washington State DSHS/HCS-State Unit on Aging, Olympia
Western MT Area VI Agency on Aging, Polson
White Bird Clinic, Eugene
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