Neuffer-Alliance of Information and Referral Systems

Information
and Referral Studies for the Alliance of Information and Referral Systems (AIRS)
Information and Referral Studies 30

Background Consumer Focus MidSouth Community Resource Directory Project Delivering Human Service InformaHon on the Internet
copyright 2011 Integer Research & Consul8ng, LLC. All Rights Reserved.
D A B C E C F G

Background Alliance of InformaHon and Referral Systems (AIRS) Leadership, credenHaling and training body for informaHon and referral (I&R) professionals 1,200 organizaHonal members with a worldwide workforce esHmated at over 8,000 people

Background I&R professionals handle more than 20 million public contacts each year. They help the public as "service navigators" and manage computerized resource databases.

Background InformaHon and referral professionals serve as informaHon managers. They are a vital link between consumers and informaHon about human services.

Background I&R agencies include local United Ways, 2-1-1 Call Centers, Area Agencies on Aging and hundreds of other organizaHons across North America

Evolving ObjecIves
Develop AIRS research agenda Conduct Environmental Scan of members Write White Paper series Produce Research Atlas Develop knowledge, direcHon for I&R Outcomes

Challenges
Limited administraHve data held centrally Constraints on Hme and resources Signicant diversity of organizaHons and operaHons InsHtuHonal disHncHveness vs. professional
commonality

InnovaIon: Case Studies to Kindle Interest in Research
For a non-technical client audience, galvanized interest in the research project by drawing on research examples from art history, forensic metallurgy, and medicine.

Research QuesHon: For a non-technical client a Was El Grecos painHng style, udience, galvanized interest in the research project b which emphasized torsion y drawing on research examples distorHon, the and created from art history, forensic metallurgy, and medicine. result of innovaHon or bad eyesight?

Research QuesHon: Was the Titanic disaster the Research QuesHon: result El Grecos painHng style, udience, galvanized interest For a non-technical Was of hull plate rivet client a failure, expansion joint by drawing on research in the research project which emphasized torsion design in the hull, incorrect examples distorHon, the rom and created fbout art history, forensic metallurgy, and assumpHons a water- medicine. result of innovaHon or bad Hght doors, poor seamanship, or just plain eyesight? arrogance?

Research QuesHon: Research QuesHon: Was the Titanic disaster the Research QuesHon: Aber decades of hivet uman result El Grecos painHng style, udience, galvanized interest For a non-technical client a Was of hull plate r suering caused oint failure, expansion jby polio, y drawing on research in the research project b which emphasized torsion design was it that nncorrect how in the hull, i ot one, examples distorHon, the rom and created fbout art history, forensic metallurgy, and assumpHons a vaccines but two, polio water- medicine. result of innovaHon or bad Hght doors, poor were developed within the seamanship, or just plain eyesight? same decade? arrogance?

InnovaIon: Created Extensible Research Framework
Projects with poten-al to transform I&R and society
Scope
Projects to iden-fy and implement best I&R prac-ces
Projects with poten-al to expand role of I&R
Objec8ves

Innovation: Used Social Work Person-In-Environment Model
Ring%4 Larger&Environment
Physical Environment Industry and Economy PopulaHon
Non-Government Funders Local Government Ring%3 Other I&R OrganizaHons Community Direct Service Providers Clients Ring%2 OrganizaHonal CharacterisHcs I&R&Organiza6on&&&Resources Budget and Funding Infrastructure
Ring%1 I&R&Human&Resources
EducaHon Experience in I&R Paid Sta and Volunteers

InnovaIon: Developed mulH- axial framework to enable grouping and analysis by economic sector, mission, service conguraHon, and service funcHon.

InnovaIon: Integrated Member and Census Data
County-level demographic and economic variables related to populaHon, age, income, employment Provided perspecHve on: - Member organizaHon distribuHon - US members vs. Canadian members - Survey parHcipaHon rates PotenHal for much more

County-level demographic aAIRS conomic vDistribuHon US County PopulaHon and nd e Member ariables related to populaHon, age, income, employment Provided perspecHve on: - Member organizaHon distribuHon - US members vs. Canadian members - Survey parHcipaHon rates PotenHal for much more

County-level demographic aAIRS conomic opulaHon US US and Canadian Mand nd e MArea P vDistribuHon County PopulaHon embers by ember ariables related to populaHon, age, income, employment Provided perspecHve on: - Member organizaHon distribuHon - US members vs. Canadian members - Survey parHcipaHon rates PotenHal for much more

InnovaIon: InformaIon & Referral Outcomes Model
Processes Outcomes
Data Analysis Process & Outcome Management


Deliverables A series of comprehensive studies of AIRS membership

Deliverables A series of comprehensive studies of AIRS membership ...that reveal the essenHal features of the informaHon and referral industry in North America
EssenIal Features of I&R Member Demographics OrganizaHonal Structure Workforce Technology Infrastructure Budget and Funding I&R OperaHons Client Contact Volumes Public Service Needs Community PercepHons Policy IniHaHves Outcomes Models

Selected Findings We catalogued 29 organizaHon types.

Selected Findings We catalogued 29 organizaHon types. Aber characterizing them with our mulH- axial framework, a clearer picture of the membership crystallized.

Selected Findings We looked at many features of the workforce, including: paid sta in full-Hme equivalents (FTEs), educaHon, and length of service.
C

Selected Findings We examined agency budgets, funding streams, and funding trends.
B

Selected Findings
A C
Higher
Lower
Client contact volumes, volume changes, and needs


Selected Findings
The telephone remained the primary channel for contact


Selected Findings
Funding
Contacts Workforce
Scope of the Informa8on & Referral Industry


Selected Findings
Members are a de facto network of informa8on-management enterprises


Summary A. Resource data capture B. InformaHon management C. InformaHon interfaces D. Consumer needs E. Consumer channels and volumes F. I&R outcomes and access outcomes
F A D E B

What We Learned I&R operaHons have local service focus at municipal, county, and state levels
Signicant organizaHonal and operaHonal diversity Provide essenHal channels to the human services Principal channel is the telephone Possess valuable service demand informaHon with
mulHple current and potenHal applicaHons

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Information

Information and Referral Studies 30

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Projects with poten-al to transform I&R and society

Projects with poten-al to expand role of I&R

Information and Referral Studies 39

Physical Environment Industry and Economy PopulaHon

EducaHon Experience in I&R Paid Sta and Volunteers

Information and Referral Studies 40

Information and Referral Studies 41

Information and Referral Studies 41

Information and Referral Studies 41

Information and Referral Studies 42

Data Analysis Process & Outcome Management

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Information and Referral Studies 43

Information and Referral Studies 44

Information and Referral Studies 44

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Information and Referral Studies 46

Information and Referral Studies 47

Client contact volumes, volume changes, and needs

Information and Referral Studies 48

The telephone remained the primary channel for contact

Information and Referral Studies 49

Scope of the Informa8on & Referral Industry

Information and Referral Studies 50

Members are a de facto network of informa8on-management enterprises

Information and Referral Studies 51

Information and Referral Studies 52

mulHple current and potenHal applicaHons

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