Navigator Learning Lab
COURSE MOCKUP · CONTENT IN DEVELOPMENT

Fairfield County 2-1-1 Agency Orientation

Local knowledge.
Confident service.

A practical final course that connects Inform USA standards with Fairfield County 2-1-1 programs, referral processes, confidentiality expectations, and day-to-day operations.

Created by Nick Herold, 2-1-1 Program Manager

Preview the course →
Fairfield County 2-1-1Agency Orientation
10 sectionsLocal workflows1 certificate
This page is a curriculum preview.

Items marked for local confirmation will be finalized from Fairfield County 2-1-1 policies, forms, scripts, and approved management guidance before this becomes assigned staff training.

Proposed learning path

From agency history to confident practice.

Select a section to preview its learning focus and planned interactive activity.

Education will cover

  • The organization’s volunteer-led beginnings in 1977
  • The strategic partnership and development of a 2-1-1 Call Center beginning in 2006
  • Growth, alignment with Inform USA standards, and the 2-1-1 designation in 2014
  • Fairfield County 2-1-1’s present-day databases and community-resource access

Our history

From volunteer service to Fairfield County 2-1-1

Our organization has evolved alongside the community while maintaining its original commitment to connecting people with help.

1977

Organization Established

  • Founded as Information and Crisis Services of Fairfield County, an information and referral organization
  • Operated as a volunteer-led organization
  • Connected community members with financial assistance and local services, helping provide relief for area churches
January 2006

Strategic Partnership Formed

  • Partnered with the Fairfield County Family, Adult and Children First Council
  • Began transitioning into a full-service information and referral agency aligned with national standards
  • Initiated development of a local 2-1-1 Call Center
2006–2014

Growth & Alignment

  • Aligned policies and procedures with Inform USA, previously known as AIRS—the Alliance of Information and Referral Systems
  • Focused on professionalization, service expansion, infrastructure, and service delivery
  • Received the 2-1-1 designation in 2014 and officially became Fairfield County 2-1-1
Present Day

Comprehensive Community Resource Hub

  • Uses the Navigate database to maintain accurate, current community-resource information
  • Maintains an internal client database for service tracking and coordination
  • Offers public online access to community-resource information through fairfieldcounty211.org
  • Expanded 2-1-1 service to Hocking County through the Ohio 211 statewide expansion in partnership with the Ohio Department of Children and Youth
  • Supports statewide after-hours calls for the Ohio Department of Children and Youth
Explore the public resource website →

Interactive timeline

Match each milestone to its year or period.

Choose the best answer for every milestone, then check your matches.

Sample learning tool

Complex referral workflow

A reusable decision path would help Navigators slow down, confirm each requirement, and explain the next step accurately.

1Assess

Clarify the need, urgency, household, location, barriers, and desired outcome.

2Verify

Review the current program record, criteria, required documents, and availability.

3Explain

Describe the process honestly without promising approval or assistance.

4Consent

Obtain and document an ROI when information must be shared.

5Refer & document

Complete the handoff and record the assessment, action, and next step.

Local confirmation neededEach referral type will include its actual eligibility questions, documents, contact method, handoff process, exceptions, and supervisor escalation point.

What staff would practice

Tools built for the real work.

01

Referral checklists

Required questions and steps for financial assistance, housing lists, transportation, pantry, birth-certificate, and seasonal programs.

02

ROI decision guide

A visual guide for deciding whether consent is needed, obtaining it appropriately, and documenting its exact scope.

03

Documentation lab

Side-by-side examples showing how to turn incomplete or subjective notes into clear, timely, professional records.

04

Branching local scenarios

Callers respond to the trainee's choices, allowing staff to practice assessment, referral, escalation, and closing safely.

Completion experience

A separate agency certificate.

After completing all ten sections and passing the protected final assessment, the staff member’s saved name would populate a Fairfield County 2-1-1 Agency Orientation certificate.

Mockup only · assessment and certificate not yet activated
CERTIFICATE OF COMPLETIONEmployee Name

Fairfield County 2-1-1
Agency Orientation

Local Knowledge. Consistent Practice. Confident Service.