2008 Maryland AIRS
Friday, November 14, 2008
Recession and Crisis: How Can I&R Help?
8:15 a.m. to 9:00 a.m.
Registration and Continental Breakfast
9:00 a.m. to 9:15 a.m.
Bill Moss, President
9:15 a.m. to 10:00 a.m.
Keynote Address: One Voice Can Make a Difference
really do listen to their constituents. Advocacy is much
than just lobbying. You as an I&R professional can make a
and your callers can make their voices heard.
10:00 a.m. to 10:15 a.m.
10:15 a.m. to 11:45 a.m.
Panel Discussion: Beyond Basic I&R
How Bad Is It?
can we really be prepared? What do we need to have in place in our
centers as the needs of the community change We will identify some
of the challenges we are facing and some possible solutions for I&R
When I&R Is Not
Enough: Strategies for Working with the Community
Learn how I&R’s
can expand services to include strategies like: creating satellite
I&R resources; networking/partnering with human service groups,
funders, businesses, citizens and even politicians;
tracking unmet needs and incubating community solutions.
How Far Can I&R Go?
Advocating for Your Callers
Now that we have identified the challenges and
what we, as I&R professionals can do to prepare for and address
these challenges, we will examine how to appropriately advocate for
your caller? Advocacy is what happens when empowerment is not
enough. Learn specific steps you can take to assist callers when
they are facing barriers in their attempts to obtain needed
The Switch To Digital TV: Is This a
Crisis For Your Callers?
A crisis is that which the caller
perceives as an interruption or danger to his or her state of well
being. At midnight on February 17, 2009, all televisions will
switch from analog to 100% digital and those who are still receiving
their signal over the air will have to convert to a digital signal.
For many seniors, immigrant and others with special needs, being
without a TV for a companion is definitely a crisis.
11:45 a.m. to 1:00
Lunch, Roundtable Discussion and Business Meeting
1:00 p.m. to 2:15
Signs of a Caller
Do your hands sweat and heart palpitates
when you get that caller in crisis? It happens to all of us. This
workshop will present tools to enhance your skills in handling that
crisis phone call. Not only will practical information be provided,
there will also be role playing that can give the participants an
opportunity to put those tips to action.
Legal Aid Help Our Callers?
Lisa Sarro, Esq.
Maryland Legal Aid is a statewide
non-profit organization serving Baltimore City and Maryland’s 23
counties from 13 offices throughout the State. Legal Aid is the
largest provider of legal services to Maryland’s low income, elderly
and vulnerable populations, providing community education, legal
advice, and direct representation. Legal Aid’s practice encompasses
most areas of law, including housing, consumer, health, income
maintenance, employment, family and education law. Maryland Legal
Aid also operates a statewide Senior Legal Helpline, which is
available to all Maryland residents age 6o and above. In this
session, you will hear about the different types of matters Maryland
Legal Aid handles. You will learn how to direct callers to the
appropriate Legal Aid office for your area, and you will also learn
what limitations or restrictions there may be for eligibility for
Legal Aid services.
Callers Stretch Their Dollars
Susan K. Morris
What do you say
when clients call with money management questions? In this workshop,
we’ll walk through the basics of creating and managing a spending
plan/budget. We’ll then discuss the principles of credit and debt
management, including credit scoring, credit reports and debt
repayment plans. Workshop participants will leave with a “tool kit”
of helpful resources.
2:15 p.m. to 2:30 p.m.
2:30 p.m. to 3:30
Building Up Your
A quality toolbox contains not just one hammer, screwdriver and
wrench, but should have a variety of sizes and tools that are
available to do many functions. Strong I&R skills are crucial for a
successful information specialist, however, to be outstanding, one
needs more than basic skills. Networking, brainstorming and
superior customer service skills provide a strong platform for
handling any kind of customer need. This is a hands-on workshop,
utilizing case studies and role plays designed to sharpen even the
seasoned I&R professional’s skills.
the Storm – Disaster Planning for I&R Services
If your I&R office was damaged in a natural or man-made disaster,
how long would it take to begin serving your clients again? A few
hours, days or even months? With a little preparation and some
frank discussions BEFORE disaster strikes, you can reduce the
trauma, not only for your office, but for your clients as well.
Learn how incorporating disaster volunteers into your organization’s
emergency plans can reduce your response time to clients, decrease
your recovery time and increase resiliency. It is not a question of
IF but WHEN the next disaster/emergency will strike. Are you ready?
Overview of Landlord, Tenant and Foreclosure Laws: Where Can a Person Turn For Help?
Susan Tannenbaum, Esq.
This workshop will present an overview of tenants’ rights and
where they can turn for help. Laws affecting foreclosure will be
examined as well as resources currently available.
Conference Schedule at a Glance
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