WRPA 2021 Fall Training Event Session Details

• Session A1
• Session A2
• Session B1
• Session B2
• Session C1
• Session C2

These sessions are subject to change.

Foundation for Operationalizing Equity

Description: 

Many organizations would like to strengthen their commitment to equity, but are not sure where to start. In the Foundations for Operationalizing Equity workshop we will explore foundational concepts that support equity, inclusion, and belonging in their everyday work. As a result, you will have the basics to begin to see, challenge, and change the narratives that create barriers to equity in their organization’s operations, policies, and services.

Presented by: 

B. Hill & Shanyanika McElroy

Learning Objectives

• Understand the foundational concepts of what it means to operationalize equity.

Crafting Great Customer Experiences

Description: 

Great customer service is important, but not enough on its own to keep customers loyal to your organization.  This fun workshop will have you stepping out of your job description and into your customers’ shoes in order to see your services in a new light.  Begin the important work of brainstorming ideas that eliminate pain points, anticipate and proactively address customer barriers and stressful moments, and inject surprises and elevated experiences that take what’s great about your services and make them even better.  At the end, you’ll walk away with an actual plan for improving one of your recreation programs or services as well as a process for repeating it with other services when you get back to work. 

Presented by: 

Bobbi Nance, CPRP

Learning Objectives

• Describe the subtle differences between customer service and customer experience, and the additional benefits of aiming for a great experience
• Identify common pain points that exist for customers, even when providing great customer service
• Integrate opportunities to take your services to the next level without breaking the bank

Operationalizing Equity through Analysis

Description: 

The Equity Analysis training is designed for professionals looking to put their equity, inclusion, and belonging knowledge into action. We will engage with theories that drive an equity analysis and explore tools that guide the examination of an organization’s policies, procedures, and programs. You will get an in-depth look at three equity analysis tools that you can apply to their everyday work. We will explore some examples of when to apply each tool. As a result, you will have equity analysis tools in hand and the context needed to start using them.

Presented by: 

B. Hill & Shanyanika McElroy

Learning Objectives

• Understand core elements of and equity analysis and take away practical examples.

Looking, Listening, and Learning: Easy Ways to Better Understand Your Customers

Description: 

Understanding our customers’ needs, wants, and preferences has always been complicated, but with individualization and expectations on the rise, it’s getting even harder. Before you send out another survey, discover new ways to gain insights about your customers - everything from simple observations to creative dives into your data, as well as tweaks that you can implement to make your current efforts more impactful. With the potential to positively impact everything from equity to income, don’t miss this chance to look at your customers in a new light to better engage and serve your community.

Presented by: 

Bobbi Nance, CPRP

Learning Objectives

• List new ways to describe and categorize customers based on behaviors instead of basic demographics
• Align organizational goals with customer evaluation efforts
• Identify potentially untapped sources of information and inspiration that can provide insights about customers

Communities of Practice Session

Description: 

Join the faciliatators and your peers for a guided Application Session. The advancement of EIB requires intentional focus and and application of an equity analysis in daily practice. One part in undoing systems of injustice and ensuring that parks and recreation investments, services, and workplace culture center those most in need and those most affected by historical injustice, requires a utilization of tools that dismantle and reimagine systems and culture.

Presented by: 

B. Hill & Shanyanika McElroy

Learning Objectives

• Have a deeper understanding on how to apply and utilize equity tools for equitable decision making.

Planning for Our COVID Comeback

Description: 

The only thing that is certain about the events of the past year and a half is that they have definitely made an impact on our operations, our staff, and our customers. But figuring out which shifts are permanent, which ones are temporary, and where opportunities still exist to create a better “normal” is still up in the air. In the first half of this session, we’ll review what we know so far from available data, emerging trends, and how park and recreation organizations are responding. Then, through a series of group exercises, combine those insights with what you are seeing at your own organization to brainstorm and strategize what your own unique COVID comeback may look like.

Presented by: 

Bobbi Nance, CPRP

Learning Objectives

• List ways that current data and trends indicate that we have changed due to the events of 2020
• Discuss ways that these societal and customer changes may impact the parks and recreation industry
• Utilize new techniques to brainstorm and strategize ways to best move your team and services forward

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