BRIDGING

THE COMPLEXITIES OF I&R WITH YOUR AIRS RESEARCH ATLAS

TRAINING AND EDUCATION ANNUAL CONFERENCE JUNE 7, 2011

TABLE OF CONTENTS
1. Workshop Objec0ves 2. What is the Purpose of an Atlas? 3. The AIRS Research Atlas: Content, Findings, and Implica0ons 4. Walkthrough of AIRS Research Atlas in PDF Format

WORKSHOP OBJECTIVES
Provide a rigorous review of the key features of the AIRS membership, including demographics, organiza0ons, workforce, budget, funding, infrastructure, I&R opera0ons, contact volumes and channels, client problems and needs, and desired policy ini0a0ves. Discuss the most signicant ndings and implica0ons of the Research Atlas, including the scope of the I&R enterprise operated by AIRS members, the need to create a unied iden0ty for a diverse membership, improving community understanding of I&R, and the role of tradi0onal and emerging informa0on technologies. Show how to use the PDF version of the Research Atlas on the computer, including: using Table of Contents hyperlinks for naviga0on; Adobe Reader tools; and the search func0on. Elicit cri0cal thinking and feedback about how research such as that in the Atlas can help I&R organiza0ons in their day-to-day opera0ons, in presen0ng the value of their contribu0ons to the community, and in beTer understanding current and emerging client problems and needs.

WHAT IS THE PURPOSE OF AN ATLAS?

Capture the big picture Show historical developments Provide specic direc0on

WHAT IS THE PURPOSE OF AN ATLAS?

Capture the Big Picture (Where Are We?)

This map is displayed courtesy of MapXL, Compare Infobase Limited. 2010 MapXL. All Rights Reserved

WHAT IS THE PURPOSE OF AN ATLAS?

Show Historical Developments (Where Do We Come From?)

This map is displayed courtesy of Dorling Kindersley Limited. The illustra0on appears in World History Atlas, 2010 Dorling Kindersley Limited.

WHAT IS THE PURPOSE OF AN ATLAS?

Provide Specic Direc\on (Where Could We Go?)

This por0on of the Vermont state map is displayed courtesy of Free Printable Maps, hTp://printable-maps.blogspot.com/2008/08/printable-us-state-maps.html

HOW THE AIRS RESEARCH ATLAS DEVELOPED

Background
AIRS Board Mee0ng (2008) Environmental Scan Project (2009) White Paper Series (2010) Research Atlas (2011)

Atlas Objec0ves
Synthesize 2 years of work Provide a single I&R/A reference for members

MEMBERSHIP

AIRS Membership (pp. 8-10)

Concentrated in North America Driven by popula0on and other factors (e.g., state aliate history and ac0vity) Some states and provinces appear to be STATE AND PROVINCIAL AIRS MEMBERSHIP IS underrepresented Some organiza0onal types appear to be ENTIRELY DRIVEN BY POPULATION SIZE underrepresented Are there opportuni0es to increase membership?

TRUE OR FALSE:

MEMBERSHIP

AIRS Membership (pp. 8-10)

Concentrated in North America Driven by popula0on and other factors (e.g., state aliate history and ac0vity) Some states and provinces appear to be underrepresented Some organiza0onal types appear to be underrepresented Are there opportuni0es to increase membership?

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MEMBERSHIP BY COUNTRY AND STATE

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MEMBERSHIP BY STATE AND POPULATION

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SURVEY RESPONSE RATES

Response Rates (pp. 11-15)
Baseline rate of 24% of organiza0onal members Rates by state and province Rates by survey subject area Rates by demographic factors

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SURVEY RESPONSE RATES BY STATES

Using Membership Rates as a Gauge for State and Provincial Survey Par\cipa\on (Par\al)

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SURVEY RESPONSE RATES BY SURVEY SUBJECT AREA

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SURVEY RESPONSE RATES BY DEMOGRAPHIC FACTORS

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DEMOGRAPHICS
Demographics (pp. 16-20)
Members are distributed across the spectrum of community demographics Members most heavily represented in communi0es of 250,000 or fewer people and communi0es with popula0on age 55+ MOST AIRS MEMBERS ARE CONCENTRATED ranging between OMMUNITIES HEAVILY IN C20% and 30% WITH VERY LARGE

TRUE OR FALSE:

Striking resemblance between US and Canadian POPULATIONS distribu0ons US members track county demographic factors such as popula0on

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DEMOGRAPHICS
Demographics (pp. 16-20)
Members are distributed across the spectrum of community demographics Members most heavily represented in communi0es of 250,000 or fewer people and communi0es with popula0on age 55+ ranging between 20% and 30% Striking resemblance between US and Canadian distribu0ons US members track county demographic factors such as popula0on
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POPULATION & AGING DEMOGRAPHICS IN US & CANADA

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AIRS MEMBER AND US COUNTY DEMOGRAPHICS

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ORGANIZATIONS
Organiza0ons (pp. 21-25)
Challenging to classify More than two-thirds in private sector Large frac0ons serving aging popula0ons and ALL the community; smaller fON-GOVERNMENT AIRS MEMBERS ARE Nrac0ons serve special popula0ons

TRUE OR FALSE:

(NOT-FOR-PROFIT) ORGANIZATIONS

Mul0ple service congura0ons Dis0nc0ons between direct I&R/A service providers, contractors, and system managers
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ORGANIZATIONS
Organiza0ons (pp. 21-25)
Challenging to classify More than two-thirds in private sector Large frac0ons serving aging popula0ons and the community; smaller frac0ons serve special popula0ons Mul0ple service congura0ons Dis0nc0ons between direct I&R/A service providers, contractors, and system managers
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ORGANIZATIONAL ANALYSIS - FOUR AXIS FRAMEWORK

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ORGANIZATIONS BY SECTOR AND SERVICE DOMAIN

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ORGANIZATIONS - SERVICE DOMAIN AND STANDALONE STATUS

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WORKFORCE

Workforce (pp. 26-30)

Wide range of workforce sizes (1-100 FTEs) Median of 6 FTEs across all I&R/A func0ons Well-educated

GENERALLY, PEOPLE WORKING AT AIRS MEMBER Service dieren0als between professional and ORGANIZATIONS HAVE BEEN WORKING IN THE management sta PROFESSION FOR A VERY LONG TIME
Rela0onship to budget size

TRUE OR FALSE:

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WORKFORCE

Workforce (pp. 26-30)

Wide range of workforce sizes (1-100 FTEs) Median of 6 FTEs across all I&R/A func0ons Well-educated Service dieren0als between professional and management sta Rela0onship to budget size

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WORKFORCE SIZE, EDUCATION, AND SERVICE

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WORKFORCE - RELATIONSHIP TO BUDGET SIZE

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INFORMATION TECHNOLOGY INFRASTRUCTURE

Information Technology Infrastructure (pp. 31-35)
Slightly less than half the respondents wanted to replace at least one infrastructure component, but the resources to make the change varied THE TECHNOLOGY PICTURE IS PRETTY SIMPLE; Diversity varies by technology N ABOUT WE CAN SUMMARIZE IT EASILY (Itelephone TEN systems most variable; other technologies less SECONDS. variable)

TRUE role FALSE: OR Diverse vendor p

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INFORMATION TECHNOLOGY INFRASTRUCTURE

Information Technology Infrastructure (pp. 31-35)
Slightly less than half the respondents wanted to replace at least one infrastructure component, but the resources to make the change varied Diverse vendor prole Diversity varies by technology (telephone systems most variable; other technologies less variable)

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INFRASTRUCTURE REPLACEMENT PLANS

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TECHNOLOGY VENDOR PROFILE

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BUDGET
Budget (pp. 36-38)
Wide range of budget sizes 55% of the respondents have budgets of $250,000 or less 72% have budgets of $500,000 or less Possible rela0onships: EVERYBODY TOOK A MAJOR BUDGET HIT DURING budget size...........workforce size THE SURVEY PERIOD. budget size...........contact volumes budget size...........service domain Budget increases = decreases for survey period

TRUE OR FALSE:

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BUDGET
Budget (pp. 36-38)
Wide range of budget sizes 55% of the respondents have budgets of $250,000 or less 72% have budgets of $500,000 or less Possible rela0onships: budget size...........workforce size budget size...........contact volumes budget size...........service domain Budget increases = decreases for survey period

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BUDGET RANGES AND TIERS

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BUDGET CHANGES

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FUNDING

Funding (pp. 39-44)

73% of respondents have mul0ple funding sources

THERE ARE ONLY ONE OR TWO MAJOR FUNDING Funding from both private and public sectors SOURCES FOR AIRS MEMBERS; THE REST ARE PRETTY ver survey Minor net decrease oMINOR. period
Es0mated funding for the respondents and for all of AIRS members - approximate and conserva0ve
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47% get their funding from 3 or more sources

TRUE OR FALSE:

FUNDING

Funding (pp. 39-44)

73% of respondents have mul0ple funding sources 47% get their funding from 3 or more sources Funding from both private and public sectors Minor net decrease over survey period Es0mated funding for the respondents and for all of AIRS members - approximate and conserva0ve
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FUNDING SOURCES

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ESTIMATED FUNDING CHANGES

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I&R OPERATIONS
I&R Opera0ons (pp. 45-51)
Wide range of service congura0ons Survey covered I&R/A services, also contracted I&R/A services and non-I&R/A services

MOST AIRS MEMBER SERVICE iOFFERINGS ARE Disaster services portolio is mportant and FOCUSED ON THE ELDERLY AND DISABLED OR ON varied 2-1-1 PROGRAMS.
Areas served range from locality to countrywide; most common territorial unit is single or mul0ple coun0es

TRUE OR FALSE:

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I&R OPERATIONS
I&R Opera0ons (pp. 45-51)
Wide range of service congura0ons Survey covered I&R/A services, also contracted I&R/A services and non-I&R/A services Disaster services portolio is important and varied Areas served range from locality to countrywide; most common territorial unit is single or mul0ple coun0es

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COMPREHENSIVE VS. SPECIALIZED SERVICES

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SERVICE CONFIGURATIONS

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SERVICES IN DISASTERS

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CONTACT VOLUMES AND CHANNELS

Contact Volumes and Channels (pp. 52-57)
64% of respondents processed annual contact volumes of 25,000 or less; highest value was 360,000 Contact volume dierences related to service domain and S THE c REDOMINANT THE TELEPHONE Iservice Pongura0ons CHANNEL

TRUE OR FALSE:

OF ASignicant year-over-year contact increases from CCESS TO AIRS MEMBER ORGANIZATIONS

2007 to 2008 Primary contact channel s0ll the telephone

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CONTACT VOLUMES AND CHANNELS

Contact Volumes and Channels (pp. 52-57)
64% of respondents processed annual contact volumes of 25,000 or less; highest value was 360,000 Contact volume dierences related to service domain and service congura0ons Signicant year-over-year contact increases from 2007 to 2008 Primary contact channel s0ll the telephone

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2008 CONTACT VOLUMES

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CONTACT VOLUME CHANGES

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CONTACT ANALYSIS - SERVICE DOMAIN

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CONTACT ANALYSIS - SERVICE CONFIGURATIONS

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CONTACT CHANNEL ANALYSIS

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CONTACT CHANNEL ANALYSIS

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CLIENT NEEDS
Client Needs (pp. 58-60)
16 AIRS needs/problems categories Top four needs/problems:

- Housing/u0li0es - Income support/assistance THE PUBLICS NEED FOR HELP HAS REMAINED AT - Food/meals CONSTANT LEVELS OVER THE PAST FEW YEARS. - Health care

TRUE OR FALSE:

Most categories of need increased, with an overall average of +35%

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CLIENT NEEDS
Client Needs (pp. 58-60)
16 AIRS needs/problems categories Top four needs/problems:

- - - -

Housing/u0li0es Income support/assistance Food/meals Health care

Most categories of need increased, with an overall average of +35%

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CLIENT NEED ANALYSIS

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CHANGES IN CLIENT NEEDS

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PERCEPTIONS OF COMMUNITY UNDERSTANDING

Percep0ons of Community Understanding of I&R (pp. 61-63)
Respondents consider community understanding to be rather limited

Dierent levels of AS A PRETTY GOOD THE PUBLIC H understanding among community cons0tuencies, with O AND UNDERSTANDING OF WHAT WE Dservice WHO providers having the highest levels

TRUE OR FALSE:
WE HELP.

Important to improve levels of understanding

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PERCEPTIONS OF COMMUNITY UNDERSTANDING

Percep0ons of Community Understanding of I&R (pp. 61-63)
Respondents consider community understanding to be rather limited Dierent levels of understanding among community cons0tuencies, with service providers having the highest levels Important to improve levels of understanding

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PERCEPTIONS OF COMMUNITY UNDERSTANDING

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PERCEPTIONS OF COMMUNITY UNDERSTANDING

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COMMUNITY DEVELOPMENTS/POLICY INITIATIVES

Community Developments and Possible Policy Ini0a0ves (pp. 64-65)
Greatest concern about community developments in employment, economy, housing, and health care WE HWide Aange of F ossible Aolicy ini0a0ves AVE r LOT O p IDEAS p BOUT THE KINDS OF INITIATIVES irectly bene0ng ELP ommunity - Ini0a0ves dTHAT WOULD Hthe cOUR COMMUNITIES iAND OUR I&R AGENCIES. - Ini0a0ves to mprove sustainability of I&R opera0ons

TRUE OR FALSE:

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COMMUNITY DEVELOPMENTS/POLICY INITIATIVES

Community Developments and Possible Policy Ini0a0ves (pp. 64-65)
Greatest concern about community developments in employment, economy, housing, and health care Wide range of possible policy ini0a0ves - Ini0a0ves directly bene0ng the community - Ini0a0ves to improve sustainability of I&R opera0ons

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POSSIBLE POLICY INITIATIVES

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FINDINGS AND IMPLICATIONS

1. AIRS Members Operate a Signicant Enterprise 2. Diversity Needs to be Reconciled with Unied Iden0ty 3. Community Understanding of I&R Needs Improvement 4. AIRS Members Possess A Valuable Resource 5. The Telephone Remains at Center Stage
From the Atlas Research Highlights and Conclusions, pp. 3-7

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AIRS MEMBERS OPERATE A SIGNIFICANT ENTERPRISE

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I&R DIVERSITY NEEDS TO BE RECONCILED WITH I&R IDENTITY

Other&Popula-ons

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COMMUNITY UNDERSTANDING OF I&R NEEDS IMPROVEMENT

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AIRS MEMBERS POSSESS A VALUABLE RESOURCE

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THE TELEPHONE REMAINS AT CENTER STAGE

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USING THE AIRS RESEARCH ATLAS IN PDF FORMAT

1

Member Login

AIRS White Paper Series

I&R Resources

Download Atlas

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USING THE AIRS RESEARCH ATLAS IN PDF FORMAT

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USING THE AIRS RESEARCH ATLAS IN PDF FORMAT

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USING THE AIRS RESEARCH ATLAS IN PDF FORMAT

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QUESTIONS AND ANSWERS

Thank You for Your ATen0on!

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