New Kid on the Phone
by: Jamie Saunders
Does anyone remember their first? The first time you road a bike. The first time
you drove a car. Your first high school
dance or your first kiss. Maybe you are
a first time home owner, held your first grandchild or the first time you saw
your son or daughter walk down the aisle.
Well this is my first time writing a blog & I’m going to share some
highlights of my “firsts” as it relates to being an Information &
Assistance Specialist.
So let’s get straight to the point, life is full of new
experiences. Everyone handles their first day on the job differently. Maybe you
started your job fresh out of college or straight off the unemployment line. We
all have had to experience the first day on the job jitters. Once you’ve gone
through orientation, smiled at everyone you were introduced to, and preformed
the professional firm hand shake a gazillion times….then it’s game time!
As I patiently waited to receive my first call as an
Information & Assistance Specialist, my throat got dry! I cannot speak for anyone else, but this was
the most nerve wracking experience of my life! Coming from a background of
direct social service, I am used to meeting clients face-to-face. Learning to establish rapport and connect
with a person over the phone without being able to look the person in the eye
was a huge transition. The thought of
giving referrals over the phone without following up with a home visit was
unheard of! I was nervous and you could
hear it in my voice. After a few awkward
calls, I realized that although I knew the resources, I didn’t know how to
connect with these callers. Having my
Master’s in Social Work didn’t mean I was an expert on the phones! I was a “greenhorn” in this field but I was a
fast learner.
I started by talking to some of my co-workers. We have Information & Assistance
Specialists that have worked at our agency for decades. They were happy to point me in the right
direction & share their experiences (good and bad). They would commiserate with me when I had
difficult callers and cheer me on when we would follow-up and hear success
stories! I soon developed my own “Janet
Jackson voice” to calm down angry callers.
But I still didn’t feel confidant.
Then something miraculous happened! My supervisor handed me this very thick, considerably
heavy and intimidating training manual. On the cover in bold print were these words, THE
ABC’s of I & R. When she handed me the manual it felt like the
scene from the 1980’s film, The Blues Brother’s. You know the church scene
where James Brown is acting as a preacher; he asked Jake and Elwood, “Do you
see the light?” Jake replied, “I have
seen the light.” The 11 characteristics of an I & R Specialist perfectly aligned with my core social work values and ethics!
My supervisor informed me the exam will be administered at
the AIRS conference in Dallas, TX. Needless to say I was freaking out at the
thought of going to an AIRS conference after less than a year on the job! I was
still kind of wet behind the ears, even though I had over a thousand calls
under my belt! But off to the airport I
went, with my AIRS manual in my carry-on bag. Studying each module helped me to
overcome my feelings of inadequacy. Fear of failure is not uncommon when you’re
about to take an exam. I studied each chapter, read that manual cover to cover
three times. All my studying paid off because I passed the exam with flying
colors!
Most important of all, I had a clearer understanding of my
role as an Information & Referral Specialist and the AIRS Standards I am to
uphold as a Certified Information & Referral Specialist for
Aging/Disability (CIRS-A/D).
At the conference, every workshop I attended gave me more
courage. The AIRS Networker is overflowing with best practice which was proof I
wasn’t alone. For every question there were thousands of answers from all 50
states and Canada. If I needed help with a situation, I was pleased to learn
that there are AIRS Affiliate members in my area.
I am often asked, “Where are you working now?” I proudly
say I am an Information & Assistance Specialist for the St. Louis Area
Agency on Aging. Once the dazed and confused look passes they ask, “Well what
do you do?” I offer resources to older
adult and disabled persons with disabilities. Our agency specializes in serving
this population, by providing referrals that can help them live comfortably in
their homes.
Bottom line, I now have the tools I need to continue
learning how to be the best Information & Assistance Specialist I can
be. As long as I have the AIRS I & R
Training Manual on my desk and the AIRS networker starred on my computer under
my favorites, I will be able to handle just about any situation that arises
with callers and staff.
In October of this year I will celebrate my 4th
year as an Information and Assistance Specialist. I am proud to be a newly
elected member of the AIRS board. It’s been a pleasure serving on the MAK-AIRS
board as well. I’m no longer the new kid,
those first few months on the job
are a distant memory. AIRS has provided ongoing trainings and webinars. Now I
am capable of training others seeking certification.
Reflecting back on the Blues Brothers film, I am no longer
standing in the back of the church uncertain of what to do. In my Joliet Jake
voice, “I have seen the light!”
