Blogs

As organizations build their AI strategies, I keep hearing a version of the same plan: “We’ll use AI to handle the low-hanging fruit, the simple questions, so our staff can focus on the more complex calls.” It makes perfect sense. Until you think about what that actually means for the person answering the next call. A recent ICMI article, “AI Took the Easy Calls. Now Your Best Agents Are Leaving,” raises an important issue that I don't think is getting nearly enough attention. When AI takes away the simple interactions, it doesn't just reduce call volume. It changes the work that remains. Those quick calls asking for basic information, hours, ...

At Inform USA, we often explore ideas that strengthen our culture and connection. During a past team read of The Culture Code by Daniel Coyle, one question sparked reflection: When have you truly felt a sense of belonging? Coyle writes about how great groups build safety, share vulnerability, and establish purpose. Several of the first chapters provide examples of successful groups and break down why they are successful. At the beginning of the book, safety and belonging are two of the most important ingredients of a successful group. As I thought about this, I thought of several past groups I had been a part of, but eventually landed on my involvement ...

Lately, I've been thinking a lot about the people behind the calls. Every headline seems to bring another challenge. Costs keep rising. Families are trying to make ends meet. Nonprofits are stretched thin. Communities are recovering from disasters while preparing for the next one. And for many people, just figuring out where to turn for help can feel overwhelming. I don't think people are just looking for answers right now. I think they're looking for someone who will listen. That's what Community Navigation has always been about. Over the last five years, I've had the privilege of being part of this profession, and I've seen firsthand what ...

Written by Mary Cooksey, former Director of 2-1-1 Texas A Call for Help and current Inform USA Accreditation Reviewer When I was the director of 2-1-1 Texas A Call for Help, I often felt overwhelmed by the numerous high-priority tasks and the pressure to address them all simultaneously. To maintain focus and avoid burnout, my team and I developed the Management Flow Chart . This tool helped me prioritize effectively, navigate through distractions, and realign with key objectives whenever I felt lost or overwhelmed by the influx of incoming demands. Designed and refined over several years, the Management Flow Chart aligns the Sections of ...

Dear members, At the start of 2025, I made the decision that this will be my final year with Inform USA. I was originally hired on a three-year contract, and while that time frame pushed me to move fast and work hard, it also always kept a potential sunset on the horizon. I love to grow things and the past three years have been a memorable season of guiding the evolution of AIRS to Inform USA and working with an incredible team and board to elevate the network and build support to uphold it. I know as I step away it is stronger and future-focused like never before. Over the past few years, my consulting business, Nonprofit Nav, has grown from a “side ...

To the Members of Inform USA and Inform Canada, The Board of Directors of Inform USA recognizes that recent events in the U.S. and Canada may be affecting our members in a variety of ways. We are committed to fostering an inclusive and respectful environment where all members feel supported and valued. The Board is actively exploring meaningful ways to offer support and ensure the well-being of our community and those we serve. We would like to assure our membership that the Board of Directors and Staff of Inform USA are committed to: Fairness and respect for all while supporting the membership during the uncertainties that our agencies are facing in ...

Inform USA aims to provide information now that a federal shutdown of services has occurred. It is essential to note that all required payments must be made. Only discretionary spending is affected. Below, we outline activities and known guidance. Social Security/Medicare/Medicaid Social Security, Medicare, Medicaid, and Veterans benefits will continue regardless of a shutdown. Medicare has sufficient carryover funding for the first quarter of FY26. The Center for Medicare and Medicaid Services (CMS) will also continue any federal marketplace activity, such as eligibility verification using fee carryover dollars. Social Security office activities, however, ...

Community Navigation (I&R) Day 2025 honors the professionals who guide people to the support they need with compassion and calm. We know these are challenging times, so this year, the focus is on self-care and renewal. High demand, limited resources, and emotional exhaustion are part of the reality in our field. While your dedication never wavers, it’s important to find ways to prioritize your well-being. 10 Ways to Recenter and Recharge Here are a few simple ways to celebrate yourself and the work you do: Pause for a Deep Breath – Take a few minutes to breathe and simply be. No planning, no problem-solving. Celebrate a Small Win ...

A government shutdown is a difficult concept for many people to wrap their heads around. How can the government shut down when there are all these needs? What about my benefits? What about this appointment I have scheduled? The most important concept for Community Navigation programs to consider during a government shutdown is that we are the go-to place when people are hurting. They are contacting you because the thought of a shutdown is unimaginably difficult, yet they trust you with the answers they need. So, why did we title this blog “unpack” your patience? Well, most of the time, your patience is packed into a neat “bag,” and you may only use it a ...

To all Inform USA members and partners, I’m honored to join this community as your new Executive Director. For over 30 years, my work has centered on one mission: helping people get connected to the assistance, support, and opportunities that make their lives better. Whether it was in customer service environments, contact center leadership roles, or most recently as Vice President of 211 at United Way of the Midlands, that commitment has guided every step of my career. My time on the UWW Front Porch and the 211 Steering Committee only strengthened my belief in the power of this network when we work together. Inform USA is a special community. You are the ...

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