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Beyond the Filing Cabinet: Appreciating the Value of Consumer Service Records
A National Teleconference & Webcast Thursday, September 3, 2009
3:00 PM – 4:30 PM EDT
Presented by:Shari Coatney
Lou Ann KibbeeMary Reynolds
CIL-NET presents…
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Today’s Discussion
Describe the benefits of good consumer recordkeeping and reporting
Identify tips and strategies for streamlining recordkeeping and reporting process
Explain how to establish rapport with consumers for more recordkeeping success
Describe strategies for using good data for successful marketing and planning
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What is a CSR?
Consumer Service Record Collects Data
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Why Are CSRs Important?
Supports consumer’s planning and progress
Proves what you do Tracks data for Government Supports you in a grievance Used as a tool for audits
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Simplifying Process - Reduce Drudgery
Packet with all necessary forms Intake form with demographics Independent Living Plan (ILP) & ILP waiver forms
Grievance procedure form including CAP information
Voter registration form HIPPA Release form
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Simplifying Process – Reduce Drudgery, contd.
Carrying extra release forms and ILPs for ongoing supports
Ongoing activity logs – tracking of goals
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Tips and Strategies
Train staff to know how to explain to consumers why we need information
Do not get hung up if consumer does not want to provide some information
Federal law requires HIPPA form Importance of confidentiality – protects
the organization and staff as well as the consumer
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Tips and Strategies, contd.
Do paperwork while with consumer
Take notes so both parties know what is expected of them
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Tips and Strategies, contd.
Consumer logs will be easier if you complete them while with the consumer Promotes trust with consumer – makes
them feel important to you Promotes honesty and trust with
consumer
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Questions and Answers
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Establish Rapport With Consumer
Train staff on how to build trusting relationship with consumer
Stay real Do not present yourself above the
consumer Be honest – if you do not know an
answer, admit it and get back to them
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Value & Rationale for Writing Down Goals/Objectives/Plans
Consumer and staff understand what to expect from each other Do not make assumptions about
consumers’ abilities Review plan at the end –
summarize meeting Provide contact information
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Value & Rationale for Writing Down Goals/Objectives/Plans, contd.
Most consumers know what they want, just not how to get there
Listen for awhile so you are clear on what they want
Consumers’ needs are an emergency to them – Do not make them feel unimportant
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Value & Rationale for Writing Down Goals/Objectives/Plans, contd.
CILs are empowerment organization – Need to give people the power to fulfill their dreams and wishes
Celebrate success with consumers on every step so they do not get discouraged
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ILP & ILP Waiver
Required to have a written ILP or an ILP waiver
Consumer choice to write plan or waive it
Staff should explain to the consumer why having a written plan is good
Need to develop a plan or steps to reach the goal whether the ILP is signed or waived
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Goal Setting
Consumer needs to understand that ILP or goals are not set in stone
Important to close a goal for recordkeeping even if not reached – if consumer is not working on a goal then close it
Consumer can always go back to or reset goals
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Goal Setting, contd.
Give consumer feedback on progress of each goal
Meet with consumer on a regular basis to review what both have gotten done
Encourage, empower, and talk through barriers that may require additional goal setting
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Questions & Answers
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Other Uses For Data
Systems Advocacy Marketing Resource Development Strategic Planning
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Systems Advocacy
Gather data of consumers served in areas or number of consumers receiving specific services
Good systems advocacy needs data support
Use data in legislative and community advocacy
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Marketing
Data tells us what we do well and what we do a lot
Tells us who to market to? What underserved areas are within
the organization? Data supports the CIL’s ability to sell
ourselves Helps in recruiting staff
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Resource Development
Show data when fund raising such as number of people served
Important to break down data such as geographic area, age, ethnicity, etc. to support funding request
Data can be helpful when deciding which grants to apply for
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Strategic Planning
Data can show holes or gaps that can be put in long range planning or organizational goals
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Final Q & A, Wrap Up and Evaluation
Final questions & answers Please complete the evaluation –
your feedback is important! Thanks!– https://vovici.com/wsb.dll/s/12291g3f3ca
Shari Coatney: [email protected] Lou Ann Kibbee:
[email protected] Mary Reynolds: [email protected]
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Support for development of this Webcast/teleconference was provided by the U.S. Department of Education, Rehabilitation Services Administration under grant number H132B070002-08. No official endorsement of the Department of Education should be inferred. Permission is granted for duplication of any portion of this PowerPoint presentation, providing that the following credit is given to the project: Developed as part of the CIL-NET, a program of the IL NET, an ILRU/NCIL/APRIL National Training and Technical Assistance Project.