The AIRS Standards establish reference points which define expected practices within the I&R field and provide guidelines.

Learn I&R call handling from the ground up to build a solid foundation for the future. Focused on AIRS standards, I&R best practices, and basic customer service skills you will have the base for expanding your skills to more complex call handling techniques. Anyone handling I&R calls will benefit from this workship. Whether you are new to I&R or need a refresher for the basics, there will be something for everyone in this hands on, fun, and interactive experience.

Taking basic I&R to the next level you will learn deeper assessment skills, active listening, asking probing questions, through an interactive workshop. You will have the opportunity to practice these skills with your peers in a safe environment that lends itself to coaching and self correction. You will leave the workshop prepared and inspired to apply these new skills to your I&R calls and deliver professional, quality service every time.

Come learn what quality assurance means to your I&R contact center and how to implement a program using best practices and toools in the field. You will leave with an implementation plan, QA form, and protocols for call evaluation. This is a hands on workshop that will help take your I&R center to the next level. Come ready to learn, work, and have fun!

Coaching is an integral part of your organizations success. Come and learn how to create a coaching plan in alignment with your agency's goals and mission. Utilize quality assurance results, contract needs, AIRS standards, and coaching best practices to drive results. You will leave this workshop with tools to create coaching plans, deliver effective coaching sessions utilizing multiple techniques, and documentation templates to track your success.

Learn from experts who work with veterans, seniors and disabled individuals the best techniques and approaches to assisting these callers and special considerations in dealing with these populations during disasters.