Role-Specific Training Build Plan

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Course curriculum

1. Welcome to Resource Navigation
2. Why Resource Navigation Matters
3. Your Impact as a Program Associate
1. Your Role Within Latched Support
2. Your Role at Latched Support
3. Programs You Support
4. How You Support Other Teams
5. Understanding Your Role Boundaries
1. You’re Not Doing This Alone
2. What the Buddy System Is
3. How to Use the Buddy System Well
4. Buddy vs Supervisor Support
1. How Families Connect to Latched Support
2. Referral & First Contact
3. Resource Navigation at the Center
4. From Navigation to Program Placement
5. Program-Specific Client Journeys
6. How This Supports Your Role
1. Understanding the Client Experience
2. Why Families Reach Out
3. What Families May Be Experiencing
4. The Role of Resource Navigation
5. Setting Clear & Supportive Expectations
6. Why This Matters for Your Role
1. Programs, Workshops & Events at Latched Support
2. How Services Are Offered
3. Pregnancy Education & Workshops
4. Parenting Education & Workshops
5. Community Events
6. Social & Ongoing Connection Spaces
7. Little Learners Academy Overview
8. What Families Receive
9. Your Role in Guiding Families
1. Your Role in Supporting Engagement
2. Helping Families Understand What’s Offered
3. Listening First, Then Guiding
4. Supporting Registration & Participation
5. When You May Assist at Events
6. Keeping Families Connected
7. CASE SCENARIO — GUIDED PRACTICE
8. CASE SCENARIO — GUIDED PRACTICE (EVENTS & PARENTING)
1. How Families Find Latched Support First Contact Matters
2. Common Entry Points
3. Referrals Can Come in Different Ways
4. What Families Need in First Contact
5. Your Role as a Program Associate
1. Website Referrals as an Entry Point
2. Where to Find the Referral Link
3. What Families & Partners See
4. Information Collected (High-Level)
5. What Happens After a Referral Is Submitted
6. Follow-Up Timeline & Expectations
7. Your Role in Supporting Website Referrals
8. REQUIRED SCRIBE: Submitting a Referral Through Latched Support
1. Events & Workshops as a Point of Entry
2. Where to Find Events on the Website
3. Website → Eventbrite Connection
4. What Families See on Eventbrite
5. Registering for an Event or Workshop
6. Program Associate Role
7. Common Questions You May Hear
1. Follow-Up Is an Active Responsibility
2. How Referral Follow-Up Works
3. Your Role in Timely Outreach
4. Staying Ready for Events & Workshops
5. Working With Your Supervisor
6. GUIDED PRACTICE — SCENARIOS
1. Duty to Report
2. What “Duty to Report” Means
3. What to Do First
4. Supervisor Support (Support, Not Delay)
5. If You’re Unsure
6. What We Never Do
7. Recognizing & Reporting Child Abuse — REQUIRED
1. Privacy & Confidentiality Matter
2. What Confidentiality Means in Practice
3. Examples of Confidential Information
4. Data Security Expectations
5. What We Do Not Do
6. Supervisor Support & Questions
7. REQUIRED UPLOAD OR ACKNOWLEDGMENT
1. Civil Rights Matter
2. What Civil Rights Mean in Our Work
3. Civil Rights in Daily Practice
4. If a Concern Arises
5. Your Responsibility
6. REQUIRED EXTERNAL TRAINING
7. Civil Rights Training — REQUIRED
1. Safe Sleep Saves Lives
2. Why Safe Sleep Training Is Required
3. Your Role as a Program Associate
4. Supervisor Support
5. Safe Sleep Ambassador Training — REQUIRED
1. Resource Navigation at Latched Support
2. What Resource Navigation Means
3. Your Role as a Program Associate
4. How Resource Navigation Fits Into the Organization
5. What Resource Navigation Is Not
6. Why This Role Matters
7. REFLECTION
1. Resource Navigation Tools
2. Start With Our Internal Resource Guide
3. Using the SACRD Website
4. Using the Find Help Website
5. How These Tools Work Together
6. Best Practices for Resource Navigation
7. Supervisor Support
1. Families’ Needs Don’t Exist in Isolation
2. Common Resource Needs Families Experience
3. Social Determinants of Health
4. How Unmet Needs Impact Parental Stress
5. Resource Navigation Is Preventive
6. Your Role in Supporting Stability
7. Avoiding Assumptions
8. When to Ask for Support
1. Identifying High-Needs Clients
2. What “High-Needs” Means at Latched Support
3. How High-Needs Indicators Show Up
4. High-Needs Indicators — Pregnancy Program
5. High-Needs Indicators — Parenting Program
6. High-Needs Indicators — Doula Services
7. What You Do When You Hear These Indicators
8. Setting Families Up for the Next Step
9. REQUIRED INTERNAL REFERENCES
10. APPLICATION — CASE SCENARIOS
1. Why Language Matters
2. Your Role When Introducing Programs
3. What the FSS Program Is
4. When to Introduce the FSS Program
5. RIGHT Way to Introduce the FSS Program
6. WRONG vs RIGHT — FSS Program
7. What Doula Services Are
8. When to Introduce Doula Services
9. RIGHT Way to Introduce Doula Services
10. WRONG vs RIGHT — Doula Services
11. What to Do After Introducing a Program
12. REQUIRED ATTACHMENTS
13. APPLIED PRACTICE — CASE SCENARIOS
1. First Contact Sets the Tone
2. Your Role During First Contact
3. Professional Tone & Presence
4. Gathering Key Information
5. Avoiding Promises & Overcommitting
6. RIGHT Way to Respond (Example)
7. WRONG vs RIGHT — First Contact
8. Supporting Walk-In Families
9. Ending the Interaction Well
10. Program Associate – Receptionist Training Manual
11. APPLIED PRACTICE — CASE SCENARIOS
1. What a Resource Appointment Is
2. Your Role During a Resource Appointment
3. Preparing Before the Appointment
4. Opening the Appointment
5. Gathering Information Thoughtfully
6. Using Resource Tools During the Appointment
7. Introducing Additional Support When Needed
8. Avoiding Common Pitfalls
9. Closing the Appointment Well
10. Documentation & Follow-Up
11. REQUIRED ATTACHMENTS
12. APPLIED PRACTICE — CASE SCENARIOS
1. What “Referrals & Next Steps” Means
2. Your Responsibility in the Referral Process
3. Acting During the First Interaction
4. Introducing Next Steps Clearly
5. Working With Assigned Referral Lists
6. Events & Workshops as Key Entry Points
7. When Scheduling Is Not Immediately Possible
8. Using the Referral Process Script
9. APPLIED PRACTICE — CASE SCENARIOS
1. Why Inventory Management Matters
2. What Inventory Includes
3. Storage & Organization Expectations
4. Your Role as a Program Associate
5. Inventory & Client Services
6. Handling Inventory During Events
7. What to Do If Issues Arise
8. REQUIRED ATTACHMENT
9. APPLIED PRACTICE — SCENARIOS
1. What Outreach & Tabling Is — and Why It Matters
2. The Goal of Outreach & Tabling
3. Supervisor-Guided Referral Plans
4. Professional Conduct Expectations
5. How to Engage Families Effectively
6. Guiding Families to the Right Next Step
7. Registration & Follow-Up Expectations
8. What Outreach Is Not
9. REQUIRED ATTACHMENT
10. APPLIED PRACTICE — SCENARIOS
1. What the Safe Riders Program Is
2. Why the Safe Riders Program Matters
3. Who Provides Safe Riders Services
4. Eligibility Overview
5. What Program Associates Can and Cannot Do
6. Referring Families to Safe Riders
7. Setting Clear Expectations With Families
8. REQUIRED ATTACHMENTS
9. APPLIED PRACTICE — SCENARIOS
1. What the Monthly Hygiene Closet Is
2. Why the Monthly Hygiene Closet Matters
3. How the Monthly Hygiene Closet Operates
4. Program Associate Role
5. What Program Associates Can and Cannot Do
6. Inventory & Distribution Expectations
7. Handling Questions or Concerns
8. REQUIRED ATTACHMENT
1. What Community Resource Day Is
2. Why Community Resource Day Matters
3. How Community Resource Day Is Structured
4. Program Associate Role
5. Professional Conduct During Resource Day
6. Following Event Flow & Boundaries
7. Documentation & Follow-Up
8. REQUIRED ATTACHMENT
9. APPLIED PRACTICE — SCENARIOS
1. What Unite Us Is
2. Why Unite Us Matters in Your Role
3. Program Associate Responsibilities
4. Training Expectations
5. REQUIRED EXTERNAL TRAINING
6. REQUIRED ACKNOWLEDGMENT
1. What Eventbrite Is Used For
2. Why Eventbrite Accuracy Matters
3. Program Associate Responsibilities
4. Creating Spreadsheets for Workshops
5. Checking In Attendees at Events
6. Updating Eventbrite Responses into Google Sheets
7. When to Ask for Support
8. Eventbrite Scribes — Required Viewing
9. APPLIED PRACTICE — SCENARIOS
1. You’ve Completed the Training — What’s Next?
2. What “Transition to Practice” Means
3. What Is Expected of You Right Now
4. What Is Not Expected of You Yet
5. Learning Through Real Experience
6. Mistakes Are Part of Learning
7. You’re Not Doing This Alone
1. Buddy System & Supervisor Support
2. You Are Not Expected to Do This Alone
3. The Purpose of the Buddy System
4. What Your Buddy Can Support With
5. What Your Buddy Is Not Responsible For
6. Supervisor Support — When to Loop Them In
7. How to Ask for Support Effectively
8. Support Is Part of Our Culture
9. REQUIRED ATTACHMENT
1. Welcome to the Work

About this course

Free
247 lessons
1 hour of video content

Discover your potential, starting today

Enroll today

Role-Specific Training Build Plan

Course curriculum

Welcome to Your Role & Our Impact

Your Role Within Latched Support

Buddy System & Onboarding Support

How Families Enter & Flow Through Latched Support

Understanding the Client Experience

Programs, Workshops & Events Overview

Your Role in Supporting Workshops, Events & Socials

How Families Find Latched Support

Website Referrals & External Submissions

Events & Workshops as an Entry Point

Owning Follow-Up & Supporting Engagement

Duty to Report (Child Abuse & Neglect)

Privacy, Confidentiality & Data Security

Civil Rights Awareness

Safe Sleep Ambassador Training

The Role of the Program Associate in Resource Navigation

Resource Navigation Tools & How to Use Them

Understanding Family Needs, Resources & Parental Stressors

Identifying High-Needs Clients & Making Appropriate Referrals

Introducing Internal Programs: FSS & Doula Services

Front Desk & Phone Interactions: First Contact Matters

Running a Resource Appointment: Step-by-Step

Referrals & Next Steps: From Conversation to Connection

Inventory Management & Storage

Outreach & Tabling: Representing Latched Support in the Community

Safe Riders Program: Overview, Eligibility & Referrals

Monthly Hygiene Closet: Purpose, Process & PA Role

Community Resource Day: Purpose, Flow & PA Responsibilities

Unite Us Platform: Purpose, Navigation & Referrals

Eventbrite Operations: Registration, Check-In & Data Tracking

What Happens After Training

Buddy System & Supervisor Support

Welcome to the Work

About this course

Discover your potential, starting today