Thoughts from the President

I'm going to start my post with a quote that I have always found to be true, "Insanity is doing the same thing, over and over again, but expecting different results." As a manager of a mid-size 2-1-1 call center, this is something I continue to struggle to overcome. It is easy to get stuck in a rut, hoping for something or someone to come and change things. That is why I feel it is critical to network with other I&R Service Providers to share ideas and best practices, to use as a soundboard and to just vent frustrations and limitations to someone who "knows." This year, I had the opportunity to attend the National AIRS Conference in Atlanta, GA and was surprised at all of the connections, conversations and ideas I was able to take away. My focus for this year, as an I&R Service Provider, is to ensure that all of my staff aren't doing just a 'good' job but are doing the 'best' job, providing the 'best' service experience and being the 'most' helpful to the community that we can be. The National Conference gave me some insights on quality assurance, utilizing technology to better serve the community, thinking outside of the box in terms of operations and many more. MAK-AIRS hopes to be able to provide a similar opportunity for its members in October (CORRECTION!!! 23rd and 24th, save the date!), when we host the annual MAK-AIRS Conference in St. Louis, MO. Keep a watch for more information to follow soon.

-Robin Pokojski

MAK-AIRS Board President