field training guide.doc.doc

Adult Protective Services In-Home

Guideto

Field Training

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Adult Protective Services In-Home

Table of Contents

Overview........................................................................................................................... i

BLAST Timeline and Content.......................................................................................... iii

Schedule for Field Training I............................................................................................v

Checklist of Unit Orientation...........................................................................................vii

Shadow Activities Overview

Shadow Activity 00-03: Active/Workload Planning..........................................................2

Shadow Activity 01-07: Big Picture Blog……………………………………………………..3

Shadow Activity 02-01: Observation of Case Initiation……………………………………..4

Shadow Activity 02-06: Active Case Initiation.................................................................6

Shadow Activity 03-01: Observation of Face-to-Face Self Neglect……………………….8

Shadow Activity 03-06: Active Face-to-Face Self Neglect………………………………..11

Shadow Activity 04-01: Observation of Questionable Capacity to Consent..................13

Shadow Activity 04-08: Active Questionable Capacity to Consent……………………...16

Shadow Activity 05-01: Observation of Client Assessment………………………………18

Shadow Activity 05-06: Active Client Assessment........................................................21

Shadow Activity 06-01: Face-to-Face Contact with Alleged Perpetrator……………….23

Shadow Activity 06-05: Active Face-to-Face Contact with AP......................................25

Shadow Activity 07-01: Observation of Collateral Contact............................................27

Shadow Activity 07-07: Active Collateral Contact…………………………………………29

Shadow Activity 07-02: Observation of Conclusion Documentation..............................31

Shadow Activity 08-01: Observation of Monthly Status Contact...................................33

Shadow Activity 08-06: Active Monthly Status Contact.................................................35

Shadow Activity 09-01: Observation of Legal Proceeding............................................37

OVERVIEW

The APS In-Home Basic Skills Development program begins with a structured field training designed to expose new workers to APS principles, policies and practices, as well as the skills needed to begin casework after successfully completing the first classroom training.

Before attending classroom training, trainees will spend a minimum of seven weeks in the field studying, observing casework practice, and performing specific casework duties under the guidance of unit supervisors, field trainers, and skilled workers. Study resources include:

Web-Based Training — Short units presented online through the APS Learning Station, including information, practice, and tests.

Streaming Media — Video and audio clips on a variety of topics to provide a more vivid idea of what APS practice is like.

Online Information Sources — Throughout the field training, new workers are referred to the online APS In-Home Handbook, online legal references, the DFPS public website, the agency Intranet, and special materials available on the APS Learning Station, your home for all APS In-Home Basic Skills Development activities. APS Learning Station can be found on e-Train, the agency’s online learning site.

Shadow Contacts — Carefully selected skilled workers accompany new workers on actual contacts in current cases. First, the trainee observes the skilled worker performing a specific type of contact, and later performs the interview under the skilled worker’s guidance. Each Shadow Contact has specific forms to complete relating the activity. Each individual form must be downloaded from the Learning Station, saved to the trainee’s personal folder on the share drive, completed on the computer, and finally uploaded to the Learning Station within two days of completion of the activity.

IMPACT Documentation — Throughout field training, new workers are required to use IMPACT, VISTA, or the IMPACT Training Database to search for and retrieve information. Word document templates created from the IMPACT narrative templates are used to practice documentation skills from active contacts.

The Shadow Activity Blog — The Shadow Activity Blog is a Web log, or journal, in which the trainees record their reaction, impressions, observations, and feelings regarding shadow contacts. The Shadow Activity Blog also includes the trainee’s clear and concise description of the situation observed and identification of creative solutions used to address the client’s needs/risk. Trainees also read and respond to the Shadow Activity Blog entries posted by classmates.

Coaching — Trainees receive information, instruction, and guidance concerning APS In-Home casework practice from supervisors, field trainers, and assigned skilled workers. In addition, new workers get weekly progress assessments from their

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supervisor and field trainer through a weekly conference. The classroom trainer also monitors progress throughout field training.

Classes are scheduled to ensure that new workers have a minimum of seven weeks in the field before attending the first classroom training.

The trainee is expected to manage their time to ensure that all assignments are completed before classroom training is scheduled to begin, and to learn as much as possible through assigned readings, shadow activities, and conferences with the supervisor and field trainer.

Roles:

The Supervisor ensures that the trainee is appropriately acquainted with the unit’s operations and expectations; helps select and assign skilled workers for each shadow contact; handles all time and leave related issues; and participates in weekly conferences (either face to face or by telephone) with the trainee and field trainer to assess progress and provide guidance. The supervisor retains all supervisory responsibility for the trainee during Field Training and determines whether the trainee has successfully developed the skills needed to actively participate in classroom training. Once this decision has been made, they notify the classroom trainer of completion of field training.

The Field Trainer guides the new worker through field training; helps select, assign and train skilled workers for each shadow contact; receives, reviews, and assesses feedback from each skilled worker; provides feedback on progress to the supervisor, helps identify areas where additional training is needed, and participates in weekly conferences with the trainee and supervisor to assess skill development. The Field Trainer also conducts classroom training to introduce the trainee to the Tablet PC and navigating/documenting in IMPACT in addition to helping coordinate two online “gotomeetings” that cover case service planning and time/workload management.

The Skilled Worker discusses the case with the trainee before and after the shadow activity; conducts the actual interview during observation shadow contacts; observes, evaluates, and guides the trainee during active shadow contacts, allows the trainee to observe them documenting the shadow activities in IMPACT, and provides feedback to the field trainer periodically as requested by the field trainer.

The Trainee manages their time to accommodate training activities and required reading, performs all training activities as assigned, uses their tablet computer for all training exercises both in the office and in the field; and maintains an ongoing communication with other trainees via the Shadow Activity Blog and Caseworker Discussion Forums. They inform the supervisor and field trainer of issues, questions, or scheduling problems, and participates in weekly assessment conferences.

BLAST (Blended Learning for the Adult protective service specialist Skills Training) Timeline and Content

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Phase Length

Field Training I 7-9 weeks

ILSD 2 weeks

Field Training II 5 weeks

ILASD 4 days

Judicial Training 1 day

Field Training I is the first phase of BLAST and is completed under the guidance of a field trainer in the region within the first seven-to nine weeks on the job. Field Training I consists of a series of introductory web-based training modules and other training methodologies interspersed with structured field activities.

Instructor Led Skills Development (ILSD) is the second phase of BLAST and consists of a two-week highly experiential and interactive classroom, providing a practical case related context to apply the knowledge-based information learned during the field-training phase of BLAST. ILSD is held at a centralized location with participants from all areas of the state. In a simulated classroom the participant is provided five different cases and a mock legal hearing for an Extension of an Emergency Order for Protective Services, which allows participants to practice case related skills using a variety of learning techniques.

Field Training II is the third phase of BLAST and is a combination of self-paced training and casework experience for a five-week period. Workers will have an APS capped caseload of 35 cases under the supervision and guidance of the unit supervisor. The training consists of introductory web-based training modules and assignments to prepare the APSS for phase four of the BLAST model. Additionally, Purchased Services Training is delivered during this time period to ensure the specialist is aware of how to purchase goods and services for the client using emergency client services funds according to policy and local requirements.

Instructor Led Advanced Skills Development (ILASD) is the fourth phase of BLAST and consists of four days of experiential and interactive classroom training. ILASD is held at a centralized location with participants from all areas of the state. ILASD builds upon prior WBT and classroom material with an emphasis on enhancing casework skills in the areas of case reading standards and performance management; mental health, mental retardation/developmental disabilities, substance abuse and suicide.

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Local Judiciary Training is the fifth and final phase of BLAST and is conducted in a live classroom setting in the region by the regional legal team and subject matter experts to provide an understanding and introduction to the local judicial system. This training is conducted at least quarterly with a classroom assignment, which is the final documentation of the APSS BLAST.

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Schedule for Field Training I

New workers are required to complete seventeen shadow activities throughout the field training. Scheduling is driven by practical considerations as appropriate skilled workers and cases must be selected that meet the requirements of specific shadow activities.

Shadow activities may be completed out of order when appropriate cases are not available in the order depicted in the syllabus. Each shadow activity has prerequisite reading assignments in the APS In-Home Policy Handbook. In addition, new workers must observe a contact of each type before performing a contact of that type. The trainee and field trainer work together to ensure that no shadow activity is undertaken before the prerequisites have been met.

The shadow activities include:

Active Workload Planning

Big Picture Blog

Observation and Active Case Initiation

Observation and Active Face-to-Face Contact on Self-Neglect

Observation and Active Interview with Client with Questionable Capacity to

Consent

Observation and Active Client Assessment

Observation and Active Face-to-Face Contact with Alleged Perpetrator

Observation and Active Collateral Contact

Conclusion Documentation (Observation only)

Observation and Active Monthly Status Contact

Legal Proceeding (Observation only)- Trainee observes a legal proceeding.

During the activity, the process is discussed with the assigned specialist. The

trainee may need to attend a legal proceeding in a nearby region in order to meet

the requirement. A DFPS/DADS guardianship hearing may be substituted for a

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Chapter 48 proceeding. As a last resort, a CPS legal proceeding may be used to

meet the required objective.

Combining Shadow Activities- Each interview may be used for only one shadow activity, however, more than one shadow activity may be accomplished on a single home visit. For example, if a home visit includes an interview with a client as well as an interview with a collateral, both an activity requiring a client interview and an activity requiring a collateral interview may be completed. The client interview can not, however, be used for more than one shadow activity such as FTF Self Neglect and Risk Assessment. For questions about combining shadow activities, contact your field trainer.

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Checklist of Unit Orientation

Computer Access Date

DFPS Network login and password obtained

DFPS Intranet access obtained

IMPACT access and permissions obtained

VISTA access and permissions obtained

Outlook email account obtained

Computer Skills

Shown how to log in to and use the DFPS network

Shown how to access and use the DFPS Intranet

Shown how to access and use e-Train

Shown how to access and use online handbooks and legal references

Shown how to access and use online time and leave forms

Shown how to access and use online travel forms

Shown how to access and use Smiley Face forms

Shown how to contact the Customer Service Center and open a ticket

Basic competency in Microsoft Word

Basic competency in Microsoft Outlook email features

Basic competency in Microsoft Outlook calendar features

Basic competency in Microsoft Outlook task features

Unit Expectations

Received explanation of the case assignment process for both work hours & after hours

Received explanation of work schedule and expectations

Received explanation of cell phone requirement and reimbursement procedure

Told when and how to submit time sheets

Told when and how to submit leave requests

Told when and how to submit travel claims

Discussed roles of the supervisor, field trainer, and skilled workers

Performance Matters

Received the initial performance plan and an explanation of the evaluation process

Completed online New Employee Orientation

Received and signed a copy of the HHS Standards of Conduct and Work Rules

Received a copy of the job description

Practical and Mechanical Matters

Received an explanation of building security, hours, and access

Received a list of names and numbers for unit members

Received a tour of the facility (lunch room, break room, smoking areas, restrooms)

Shown how to use the office telephones, including long-distance and voice mail

Shown the location and use of the fax machines as well as the Rightfax program

Shown the location and use of the copiers

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Shown the location and use of the printers

Assigned a digital camera

Told whom to contact for equipment repair and maintenance

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Shadow Activities Overview

The following section provides BLAST trainees with specific information and instructions regarding the seventeen assigned shadow activities. A major focus of the shadow assignments

involves the use of the tablet computers in the field. Trainees are expected to take their tablet on each home visit and use them to take

notes and begin completing the assignment forms accompanying each activity in the field.

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Contact the field trainer for any questions concerning these activities:

Shadow Activity 00-03: Active/Workload Planning

Interview three skilled workers about their methods of time/workload management.

Objective

The objective for this assignment is for you to begin the process of determining how you will organize your time to accomplish your daily goals, both in field training and later when you are working with clients. During this activity you will:

Interview three skilled workers assigned by your supervisor during your first weekly conference about their personal methods of time management

Focus on how they organize and keep up with their caseload, handle unexpected events, and set time aside for administrative duties

Identify challenges your skilled workers discuss concerning time and workload management

Identify additional administrative tasks that might effect your time management Begin using Microsoft Outlook to manage your time utilizing the calendar and

task list.

The objective is considered completed when all questions on the form associated with this activity are fully answered and the forms for each of the three interviews are uploaded into the Learning Station.


Shadow Activity 01-07 Big Picture Blog

Observe a complete case from start to finish.

Objective:

The objective of this assignment is for you to observe a skilled worker work through an entire case from start to finish to provide you with a firsthand look at the entire process involved in an APS investigation. During this activity you will:

Discuss this assignment with your field trainer and supervisor during your first or second weekly conference.

Receive the assigned case from your supervisor.

Observe each action/contact throughout the case from start to finish.

Post an entry for each action you observe on the 01-07 Big Picture Blog.

Any APS investigation may be used for this assignment, although a fairly simple case that is likely to be closed prior to the start date of your ILSD class is preferred. Be sure to complete this activity with a skilled worker housed as close to your office location as possible. As case contacts are made, you will update your blog entry with what actions were completed in the case, what will be done next in the case and what you have learned through this assignment by midnight the following business day. You may use certain components of this case for any of the other observation shadow activities that apply.


Shadow Activity 02-01: Case Initiation

Observe a skilled worker initiate any APS In-home case by telephone (do not use a face-to-face initiation for this exercise)

Objective

The objective of this exercise is to have you view a Case Initiation to:

Identify how the skilled worker opens the telephone conversation Identify 2 statements/questions the skilled worker asks to obtain relevant

information

Identify if there is a need for immediate intervention to resolve a life or health threatening situation

Identify if there is a need to change the priority and explain why or why not

The objective is considered met when the form associated with this activity is fully completed and uploaded into the Learning Station.

Before the contact:

Required Reading

Complete the required reading provided on the learning station for this assignment.

The skilled worker will provide you with the case name and number and assist you in finding the case in IMPACT.

The skilled worker explains the intake to you and shows you how to identify a new case on a caseload.

Read the intake before the skilled worker makes the contact.

Take notes during the contact.

Please make sure the skilled worker is conducting the interview on speakerphone or by conference call so you can hear both sides of the conversation.


During the contact:

As the skilled worker makes the contact, pay special attention to:

How the skilled worker identifies himself or herself;

How the skilled worker explains the reason for the contact;

What information the skilled worker determines is necessary to complete the Case Initiation;

How the skilled worker obtains this critical information;

How the skilled worker closes the conversation;

The time the intake was received;

The time the Case Initiation was completed;

The first contact is not always the only contact needed to assess the urgency of the client’s situation. If the skilled worker determines a need to make additional contacts, continue to observe until the final contact is made.

Directly After the contact:

Ask the skilled worker to explain the purpose of the contact and his or her reason for contacting each person.

Discuss the priority of the report with the skilled worker

Work through whether the initial priority needs to be changed or if another contact is necessary to determine current priority.

Discuss the actions the skilled worker took if the client was in a life or health threatening condition.

Watch as the skilled worker documents the Case Initiation in IMPACT and pay special attention to a priority change if necessary.

Complete all documentation required for this activity and upload it to the APS Learning Station within two working days.


Shadow Activity 02-06: Active Case InitiationNow that you've had the opportunity to observe a skilled worker conducting a Case Initiation, it's your turn to perform the contact and to complete the documentation. Initiate any APS case by telephone (do not use a face-to-face initiation for this exercise) under the guidance of a skilled worker.

Objective:

The objective of this exercise is for you to complete and document a case initiation as defined in policy to:

Ensure that the case initiation is completed with someone who has current and reliable information

Reflect relevant information obtained regarding the clients’ basic needs in the documentation

Indicate in documentation that the client will be safe until the initial face to face contact is made

Document whether or not an immediate intervention was required Reflect all attempts to complete the case initiation, including a face to

face visit.

The exercise is considered completed when the case initiation has been completed, documented, and uploaded into the Learning Station.

Prerequisites:

Observation of a skilled worker performing a case initiation.

Before the contact:

Required Reading

Complete the required reading provided on the Learning Station for this assignment.

Under the guidance of your skilled worker, prepare for your interview by:

Reviewing the intake,

Searching history,

Reviewing patterns from previous cases (if there are any)

Determining the appropriate persons to contact, and

Determining the appropriate method of contact


Identifying any health or safety issues that need to be addressed.

Discussing how you plan to conduct the interview with your skilled worker. If you skip an important question, fail to follow up on important information, or otherwise seem to leave the interview unfinished, your skilled worker will interject, tactfully, during the interview, as soon as he or she notices a problem. You and the skilled worker are encouraged to choose a key word that indicates that you need the skilled worker's assistance. Please make sure the interview is conducted on speakerphone or by conference call so the skilled worker can hear both sides of the conversation and interject if needed. Be sure the client is aware that the skilled worker is also on the line in case intervention by the skilled worker is needed.

During the contact:

Conduct the interview just as you planned, taking notes as needed. Remember that you can ask for your skilled worker's assistance at any time.

Address immediate needs if the client is in a life or health threatening condition.

The first contact is not always the only contact needed to assess the urgency of the client’s situation. If you and the skilled worker determine a need to make additional contacts, continue to make contacts until an appropriate assessment can be made.

Directly After the Contact:

Discuss the information you collected with the skilled worker.

Present your ideas to your skilled worker to see if he or she concurs with your assessment of the situation.

Discuss the initial priority assigned at intake, and assess the current priority in the context of the additional information you have obtained.

With the guidance of the skilled worker, document the Case Initiation on the form provided for this activity on the assignment page in the APS Learning Station. Make a notation about a need for a change in priority. E-mail a copy of your completed documentation to the skilled worker. Your skilled worker reviews your documentation and may offer suggestions for improvement.



Shadow Activity 03-01: Face-to-Face Contact on Self-Neglect

Your next observation involves a skilled worker conducting a face-to-face interview with a client in a case involving allegations of self-neglect.

Objective:

The objective of this exercise is for you to observe a Face to Face Contact with a client alleged to be in a state of self neglect and document the skilled worker’s actions to:

Identify how the skilled worker establishes rapport List at least 2 questions the skilled worker uses to assess the

client's situation regarding all five domains Identify any actions the skilled worker conducts to obtain

information regarding the clients situation for all five domains

The exercise is considered complete when the form associated with this activity is fully completed and uploaded into the Learning Station.

Before the contact:

Required Reading


Review the intake and the case initiation recorded in the case documentation. If the case initiation has not been documented in IMPACT, discuss the case initiation with the skilled worker to get the background information. Reviewing case records is important at every step in casework and provides you with the necessary foundation to move forward with your casework.

During the contact:

As the skilled worker makes the face-to-face contact, pay special attention to how the skilled worker:

Builds rapport with the alleged victim;

Structures the interview to collect information in the following five domains:

1. Living Conditions


o availability of shelter

o grounds/structure of home

o hazards

o sanitation of home

o necessary resources

2. Financial status

o income/benefits

o financial management

3. Physical/medical status

o physical condition/disability

o illness/medication

4. Mental status

o cognitive/mental status and functioning

o problem solving

5. Social interaction and support

o isolation/connectedness

o relationship with others

o response to care/abuse

o caregiver characteristics

Asks specific questions that encourage the alleged victim to share.

Uses open and closed-ended questions to obtain as much information as possible.

Cues into the underlying reason (root cause[s]) for the alleged victim’s problems.



Ask the skilled worker to explain the purpose of the contact and his or her assessment of the contact.

Talk with the skilled worker about his or her style of communicating with alleged victims and the overall approach he or she believes is the best way to interact with self-neglect clients.

Watch as the skilled worker documents the face-to-face contact.


On the Shadow Activity Blog in the APS Learning Station, record your observation of the contact by entering a reflective narrative that includes the information you were asked to pay special attention to during the contact. The blog entry should be a clear and concise, reflective statement in the Shadow Activity Blog regarding the contact. The blog should include a description of the situation, feelings/impressions concerning the contact, identification of any creative solutions taken to address the needs or risk, and your reaction to the casework performed. Note: Your blog entry should never include the identity of the skilled worker or anyone else involved in the case. Furthermore, blog entries should be “fresh,” and not otherwise cut and pasted from previously typed material.

Review the Shadow Activity Blog entries of at least three classmates who have already observed a face-to-face contact with a client in a case involving allegations of self-neglect, and respond to at least three of their entries to compare and contrast your experience with theirs.

The next time you visit the Shadow Activity Blog, look for classmates' responses to your entry regarding the contact you observed.


Shadow Activity 03-06: Active Face-to-Face Contact on Self-Neglect

Now that you've had the opportunity to observe a skilled worker conducting a contact with a client, it's your turn to perform a face-to-face contact with a client in a case involving allegations of self-neglect and to complete the documentation.

Objective:

The objective of this exercise is for you to perform an Initial Face to Face Contact under the guidance of a skilled worker with a client alleged to be in a state of self-neglect. Document the interview according to policy.

Indicate that information was obtained or attempted regarding all five domains

Indicate that the allegation was specifically addressed with the client Reflect any additional allegations that are addressed, if necessary Document the header line according to policy Ensure that documentation is clear to the reader Complete the WISE form including comments

The objective is considered complete when the documentation associated with this activity is fully completed and uploaded into the Learning Station.

Prerequisites:

Observation of a skilled worker performing a contact of this type,

A Shadow Activity Blog entry recording your observation of the skilled worker performing the contact.

Before the contact:

Required Reading



Reviewing the intake,

Searching history,


Determining the appropriate persons to contact, and


Determining the appropriate method of contact.

Discussing how the interview should be conducted. If you skip an important question, fail to follow up on important information, or otherwise seem to leave the interview unfinished, your skilled worker will interject, tactfully, during the interview, as soon as he or she notices a problem. You and the skilled worker are encouraged to choose a key word that indicates that you need the skilled worker's assistance.

Discussing whether you would like the skilled worker to offer guidance while you document the contact or would prefer to document the contact independently, for the skilled worker to review and provide feedback on later.

During the contact:



Complete the WISE (Worker Interview Skills Evaluation) self-assessment tool (form and instructions located in Appendix A), and discuss your assessment with your skilled worker.

Talk with your skilled worker about the information you obtained.


With the guidance of the skilled worker, document the contact on the appropriate Word document template available on the APS Learning Station. E-mail a copy of your documentation to the skilled worker. Your skilled worker reviews your documentation and may offer suggestions for improvement.



Shadow Activity 04-01: Questionable Capacity to ConsentIn this activity you observe a skilled worker conducting an interview with a client who has questionable capacity to consent to services.

Objective:

The objective of this activity is to allow you the opportunity to observe and document a case involving a Questionable Capacity. During this activity you should:

Observe and document how the skilled worker identifies indicators of a lack of capacity

Observe and document how the skilled worker determines if a professional assessment is needed

Observe and document how the skilled worker identifies problems in all five domains of the CARE Tool

Observe and document how the skilled worker identifies risks associated with the client’s current condition

The objective is considered completed when all questions on the form associated with this activity are fully answered and the document is uploaded into the Learning Station.

Before the contact:

Required Reading


Review the intake and the case initiation recorded in the case documentation. If the case initiation has not been documented in IMPACT, discuss the case initiation with the skilled worker to get the background information. Reviewing case records is important at every step in casework and provides you with the necessary foundation to move forward with your casework.

During the contact:


Determines the need to request a professional assessment of capacity.

Evaluates risk to the client in each of the five key areas:


Living Conditions



o hazards



Financial status

o income/benefits


Physical/medical status



Mental status


o problem solving

Social interaction and support





Probes for additional information about key areas that may be dangerous or unhealthy for the client.

Assesses the client’s ability to understand the consequences of his or her decisions.



Ask the skilled worker to explain the purpose of the contact and his or her assessment of the contact.

Talk with the skilled worker about his or her style of communicating with alleged victims and the overall approach he or she believes is the best way to interact with clients who have questionable capacity to consent.

Ask the skilled worker about additional steps that might be needed to ensure the assessment of capacity to consent is complete and valid. For example, based on the interview, did the skilled worker determine the need to consult with his or her supervisor or to arrange for a professional evaluation?

Watch as the skilled worker documents the contact.


On the Shadow Activity Blog in the APS Learning Station, record your observation of the contact by entering a reflective narrative that includes the information you were asked to pay special attention to during the contact. The blog entry should be a clear and concise, reflective statement regarding the contact. The blog should include a description of the situation, feelings/impressions concerning the contact, identification of any creative solutions taken to address the needs or risk, and your reaction to the casework performed. Note: Your blog entry should never include the identity of the skilled worker or anyone else involved in the case. Furthermore, blog entries should be “fresh,” and not otherwise cut and pasted from previously typed material.

Review the Shadow Activity Blog entries of classmates who have already observed a capacity screening contact, and respond to at least three of their entries to compare and contrast your experience with theirs.

Look for classmates' responses to your entry regarding the self-neglect contact you performed (if applicable).

The next time you visit the Shadow Activity Blog, look for classmates' responses to your entry regarding the capacity screening contact you observed.


Shadow Activity 04-08: Questionable Capacity to Consent

Now that you've had the opportunity to observe a skilled worker conducting a client contact involving a questionable capacity to consent, it's your turn to perform the contact and to complete the documentation.

Objective:

The objective of this exercise is to interview a client with questionable capacity to:

Identify indicators of possible incapacity Indicate risks associated with the incapacity Indicate if a professional assessment is needed and/or received Specify the allegation was addressed with the client Reflect additional allegations are addressed, if necessary Document header line according to policy Ensure documentation is clear to the reader Complete WISE form including comments


Prerequisites:



Before the contact:

Required Reading



Reviewing the case documentation,

Searching history, and





During the contact:





Complete the WISE (Worker Interview Skills Evaluation) self-assessment tool, and discuss your assessment with your skilled worker.

With the guidance of the skilled worker, document the contact on the appropriate Word document template available on the APS Learning Station. Your skilled worker reviews your documentation and may offer suggestions for improvement.



Shadow Activity 05-01: Client Assessment

In this activity you observe a skilled worker conducting an interview with a client for the purpose of developing a thorough client assessment.

Objective:

The objective of this exercise is to observe a Face to Face contact with a client to:

Identify how the skilled worker prepares for the contact Identify how the skilled worker builds rapport Identify actions the skilled worker conducts to obtain information for all

five domains in the CARE Tool Identify how the skilled worker uses additional evidence/tools to

document risk Identify how the skilled worker encourages the client to participate in

case planning


Before the contact:

Required Reading


Review all case documentation to date. If IMPACT documentation is not current, you need to discuss all casework that has not been documented with the skilled worker to get the background information. Reviewing case records is important at every step in casework and provides you with the necessary foundation to move forward with your casework.

During the contact:


Prepares for the interview,

Uses visual cues to engage the client,

Collects the information necessary to make a global assessment of each of the five key areas:


Living Conditions



o hazards



Financial status

o income/benefits


Physical/medical status



Mental status


o problem solving

Social interaction and support





Probes for additional information about each of the key areas that affect the client’s well-being,

Uses a variety of techniques to identify specific problems,

Uses tools (e.g., photographs, diagrams, and incident re-enactments) to document and understand the client’s current situation, and


Encourages the client to participate in plans to resolve the problems.


Ask the skilled worker to explain the purpose of the contact and his or her assessment of the client.

Talk with the skilled worker about his or her style of communicating with alleged victims and the overall approach he or she believes is the best way to interact with clients.

Talk with the skilled worker about the tools used to document and understand the client's current situation.

Ask the skilled worker about additional steps that might be needed to ensure the assessment is thorough and complete.

Watch as the skilled worker documents the client assessment.



Shadow Activity 05-06: Client AssessmentNow that you've had the opportunity to observe a skilled worker conducting a client assessment contact, it's your turn to perform the contact and to complete the documentation.

Objective:

The objective of this exercise is for you to perform an Initial Face to Face Contact with a Client alleged to be in a state of self-neglect and document to:

Indicate information was obtained or attempted regarding all five domains

Indicate the allegation was addressed with the client Reflect additional allegations are addressed, if necessary Reflect client participation in case planning Document header line according to policy Ensure documentation is clear to the reader Complete WISE form including comments


Prerequisites:


Before the contact:

Required Reading





Reviewing patterns from previous cases (if there are any).

Discussing how the interview should be conducted. If you skip an important question, fail to follow up on important information, or otherwise seem to leave the interview unfinished, your skilled worker will interject, tactfully, during the interview, as soon as he or she notices a problem.


You and the skilled worker are encouraged to choose a key word that indicates that you need the skilled worker's assistance.


During the contact:




Present your ideas to your skilled worker to see if he or she concurs with your assessment of the client.

Talk with the skilled worker about the tools used to document and understand the client's current situation.

Ask the skilled worker about additional steps that might be needed to ensure the assessment is thorough and complete.





Shadow Activity 06-01: Face-to-Face Contact with AP

In this activity you observe a skilled worker conducting a face-to-face interview with an alleged perpetrator of abuse, neglect, or exploitation.

Objective:

The objective of this exercise is for you to observe a Skilled Worker complete an interview with an Alleged Perpetrator (AP) to:

Identify how the skilled worker prepares for the interview Identify how the skilled worker establishes rapport with the AP Identify techniques the skilled worker uses to interview the AP in an

non-judgmental manner Identify how the skilled worker probes for additional information Identify how the skilled worker includes the AP to participate in service

planning, if appropriate.


Before the contact:

Required Reading



During the contact:

As the skilled worker conducts the interview with the alleged perpetrator, pay special attention to how the skilled worker:


Establishes rapport with the alleged perpetrator,

Directs the interview without becoming judgmental,

Probes for additional information pertaining to the allegations,


Uses techniques to identify specific problems from the alleged perpetrator’s perspective;

Uses tools (e.g., photographs, diagrams, and incident re-enactments) to document and understand the client’s current situation from the alleged perpetrator’s perspective, and

Encourages the alleged perpetrator to participate in plans to resolve the problems.


Ask the skilled worker to explain the purpose of the contact and his or her assessment of the alleged perpetrator.

Talk with the skilled worker about his or her style of communicating with alleged perpetrators and the overall approach he or she believes is the best way to interact with alleged perpetrators.

Talk with the skilled worker about the tools used to document and understand the client's current situation from the alleged perpetrator's perspective.




Review the Shadow Activity Blog entries of classmates who have already observed an alleged perpetrator contact, and respond to at least three of their entries to compare and contrast your experience with theirs.

The next time you visit the Shadow Activity Blog, look for classmates' responses to your entry regarding the alleged perpetrator contact you observed.


Shadow Activity 06-05: Face-to-Face Contact with APNow that you've had the opportunity to observe a skilled worker conducting a face-to-face interview with an alleged perpetrator, it's your turn to perform the contact and to complete the documentation.

Objective:

The objective of this exercise is for you to conduct an interview with an Alleged Perpetrator (AP) and document to:

Reflect the allegation was addressed with the alleged perpetrator Reflects any additional information obtained from the AP Indicate that a solution/service plan was discussed with the AP for

agreement and/or participation in the care of the client Document the header line according to policy Ensure documentation is clear to the reader Complete WISE form including comments


Prerequisites:



Before the contact:

Required Reading


Review the Interviews section of the APS In-Home Handbook.








During the contact:




Present your ideas to your skilled worker to see if he or she concurs with your assessment of the alleged perpetrator.

Talk with the skilled worker about the tools used to document and understand the client's current situation from the perspective of the alleged perpetrator.





Shadow Activity 07-01: Collateral ContactIn this activity you observe a skilled worker conducting a face-to-face interview with a collateral contact. Policy permits many collateral contacts via the telephone, so this activity may be completed by phone. Make sure that the skilled worker uses speakerphone to ensure that you are able to hear both sides of the conversation.

Objective:

The objective of this exercise is for you to observe a Collateral contact completed by a Skilled Worker to:

Identify any tasks the skilled worker conducts to prepare for the interview

Identify how the skilled worker builds rapport with the collateral contact Identify a minimum of 2 questions the skilled worker asks to probe for

additional information Identify any demonstrative or documentary evidence the skilled worker

gathers relevant to the investigation Identify how the skilled worker includes the collateral in service

planning, if appropriate


Before the contact:

Required Reading



During the contact:

As the skilled worker conducts the interview with a collateral contact, pay special attention to how the skilled worker:



Establishes rapport with the collateral,

Structures the interview,

Probes for additional information pertaining to the allegations,

Addresses specific allegations (both from the intake and those added later) with the collateral,

Uses a variety of techniques to identify specific problems from the collateral's perspective,

Uses evidence (e.g., medical records, bank statements, and direct statements from the contact) to document and understand the client’s current situation, and

Encourages the collateral to participate in plans to resolve the problems.


Ask the skilled worker to explain the purpose of the contact and his or her assessment of the information collected.

Talk with the skilled worker about his or her style of communicating with collaterals and the overall approach he or she believes is the best way to interact with professional and non-professional collaterals.

Talk with the skilled worker about the evidence gathered to document and understand the client's current situation.




Shadow Activity 07-07: Collateral Contact

Now that you've had the opportunity to observe a skilled worker conducting a collateral contact, it's your turn to perform the contact and to complete the documentation. This contact may be conducted by telephone however, make sure that the skilled worker is able to hear both sides of the conversation and that you notify the collateral that the skilled worker is on the line in case they need to intervene.

Objective:

The objective is for you to conduct a Collateral contact to:

Reflect the allegation(s) were addressed with the collateral Indicate relevant information was received from the collateral to

validate or invalidate the allegation(s) Reflect, if appropriate, discussion of the service plan for the client. Document header line according to policy Ensure documentation is clear to the reader Complete WISE form including comments


Prerequisites:


Before the contact:

Required Reading


Review the Conducting the Investigation section of the APS In-Home Handbook.






Discussing how the interview should be conducted. If you skip an important question, fail to follow up on important information, or otherwise seem to leave the interview unfinished, your skilled worker will interject, tactfully, during the interview, as soon as he or she notices a problem. You and the skilled worker are encouraged to choose a key word that indicates that you need the skilled


During the contact:





Talk with the skilled worker about the evidence gathered to document and understand the client's current situation.





Shadow Activity 07-02: Conclusion DocumentationIn this activity you will observe as a skilled worker analyzes the evidence in a case and develops the conclusion documentation for the case.

Objective:

The objective of this exercise is to have you observe a skilled worker document the conclusion justification in a case to:

Identify any techniques the skilled worker uses to assist in weighing the evidence

Identify how the skilled worker determines the credibility of all the evidence

Identify how the skilled worker determines the preponderance of evidence for each allegation

Identify the writing style the skilled worker uses to document the conclusion justification (i.e. bullets, paragraph, template)


Before the activity:

Required Reading



During the activity:

As the skilled worker analyzes the evidence in the case, pay special attention to how the skilled worker:

Establishes the credibility of each piece of evidence,

Identifies consistency or inconsistency in the evidence,

Determines the validity of each allegation,


Determines the preponderance of evidence for each allegation, and

Uses a specific writing style to document conclusion statements for each of the allegations.

After the documentation is complete:

Ask the skilled worker to explain the process of analyzing the information.

Discuss with the skilled worker the process of drawing unbiased conclusions based on evidence.

Discuss the skilled worker's writing style and the required elements in the conclusion statements.

Ask yourself: does the conclusion convince one that the alleged abuse, neglect and/or exploitation did or did not occur? A good conclusion statement convinces the reader that the correct assessment was made.


Shadow Activity 08-01: Monthly Status ContactIn this activity you observe a skilled worker conducting a face-to-face monthly status contact with a client in the service delivery stage of a case.

Objective:

The objective of this activity is to observe a Skilled Worker complete a Monthly Status contact to:

Identify how the skilled worker prepares for the contact Identify how the skilled worker reviews the service plan with the client Identify how the skilled worker determines the client’s current situation Identify if the case is ready for closure or additional services are

needed


Before the contact:

Required Reading



During the contact:

As the skilled worker conducts the monthly status contact, pay special attention to how the skilled worker:

Prepares for the interview;

Reviews service plan objectives;

Assesses the client’s current situation;

Determines whether to discuss case closure at this contact.



Ask the skilled worker to explain the purpose of the contact and his or her assessment of the client's current situation.

Talk with the skilled worker about manner in which he or she reviewed the service plan objectives.

Talk with the skilled worker about his or her style of communicating with clients in a monthly status contact.

Ask the skilled worker about his or her decision regarding whether to discuss case closure at this contact.

Watch as the skilled worker documents the monthly status contact.



Shadow Activity 08-06: Monthly Status ContactNow that you've had the opportunity to observe a skilled worker conducting a monthly status contact, it's your turn to perform the contact and to complete the documentation.

Objective:

The objective of this activity is for you to complete a Monthly Status contact and document to:

Reflect a review of the client’s current situation Reflect if additional services are needed, or Indicate if the case is ready for closure and Reflect informing the client of case closure Document the header line according to policy Ensure documentation is clear to the reader

The objective is considered complete when the documentation associated with this activity is fully completed and uploaded into the Learning Station

Prerequisites:


Before the contact:

Required Reading


Review the Monitoring the Client's Status section of the APS In-Home Handbook.





Discussing how the interview should be conducted. If you skip an important question, fail to follow up on important information, or otherwise seem to leave the interview unfinished, your skilled worker will interject, tactfully, during the interview, as soon as he or she notices a problem.


You and the skilled worker are encouraged to choose a key word that indicates that you need the skilled worker's assistance.


During the contact:


In consultation with your skilled worker, decide whether to discuss case closure at this contact.



Present your ideas to your skilled worker to see if he or she concurs with your assessment of the alleged perpetrator.

Talk with the skilled worker about the decision regarding whether to discuss case closure at this contact.




Shadow Activity 09-01: Legal ProceedingIn this activity you will observe a skilled worker participating in an APS legal proceeding.

Objective:

The objective of this exercise is for you to observe a legal action to:

Identify how the worker prepared for the proceeding Identify how the worker interacts with the attorney representing the

agency Identify how the worker makes recommendations concerning the case Identify how the worker maintains professionalism during the activity


Before the proceeding:

Required Reading



During the proceeding:

As the skilled worker participates in the legal proceeding, pay special attention to how the skilled worker:

Prepares for the proceeding,

Reviews case documentation, previous legal documents, and current legal documents,

Discusses the case with the attorney representing the agency in the proceeding,

Assesses the client’s current situation, and recommends actions to remedy the situation, and


Testifies before the Court (if applicable).

Directly After the Proceeding:

Ask the skilled worker to explain the purpose of the legal proceeding and what exactly took place.

Talk with the skilled worker about his or her style of communicating with court officers and the overall approach he or she believes is the best way to interact with legal professional.

If the proceeding involved testimony, talk with the skilled worker about his or her style of testifying and the overall approach he or she believes is the best way to testify.

Watch as the skilled worker documents the legal action.



Review the Shadow Activity Blog entries of classmates who have already observed a legal proceeding, and respond to at least three of their entries to compare and contrast your experience with theirs.

The next time you visit the Shadow Activity Blog, look for classmates' responses to your entry regarding the legal proceeding you observed.


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