Engage90
Why do we utilize Engage90
The first 90 days can make or break someone's recovery journey.
What are Disney's 4 key basics?
Safety
Courtesy
Show Efficience
What does SMART goals mean
Specific
Measurable
Attainable
Relevant
Timely
What do you do when you see a client at a restaurant or grocery store?
Speak if spoken to, don't carry on a long conversation.
What is Community Support?
A community-based option of care that supports individuals with their goals to attain independent functioning, normalization, community integration and rehabilitation.
What are the four pillars of Engage90
Engage
Inspire Hope
Create Belonging
Promote Wellness
What does it mean to Be like Sneezy?
Greet & welcome every customer.
When do we update Wellness plans?
Review of Needs
When client circumstances change
What can you do with a client who won't stop using or is impaired every time you try and meet with them?
Go over harm reduction strategies, work on their triggers for use, discuss residential treatment
If it isn't __________, it didn't happen.
documented
What are some of the ways that we engage with clients in a trauma informed way?
Asking 'What do you need right now' instead of what's wrong with you?
prioritizing safety, trust and choice in every interaction.
By leading with respect and emotional safety, we help clients stay engaged long enough to do the hard work of recovery.
Why does customer service matter
First impressions & past impressions count
Increases engagement & retention in Treatment
Improves Outcomes
Decreases treatment avoidance in the future
People with SUD face stigma, which make customer service standards even more important.
Only need one answer
Who do we collaborate with to update Wellness Plans
Clients, families, Medical professionals
If you do a home visit and your client opens the door and tells you that they just took a handful of pills. What do you do?
Call 911, stay with client until they arrive, call supervisor, complete a clinical tracker and event report.
How do we identify what to work on with our clients?
goals from the wellness plan
How can we inspire hope?
Spot & Name--Spot and name strengths.
Reframe--reframe setbacks as growth.
Offer consistent encouragement.
What year did the AMA and other medical organizations officially termed addiction a disease.
1987
Examples of goals on a wellness plan
Healthy living, medical health, tobacco prevention/Cessation, Substance Use.
What do you do when you go and knock on a door and the door isn't latched and a dog charges you?
If the situation looks unsafe, don't approach the door and call the client.
What do we base our interventions on?
What does belonging mean?
When clients feel seen, accepted & safe, they're more likely to stay engaged and open to change.
Showing clients that "you matter here, you're not alone and you have a place."
How do we live up to Disney's Magic?
1. We give hope because we know people recover and get better.
2. We welcome consumers into our services regardless of their past or history, barriers, how many time they have been to treatment or their ability to pay.
3. We care and want to help our consumers reach their goals and live healthy happy lives.
What is the difference between action steps and My Service?
Actions steps are the steps that they client are willing to take to reach this goal and My service is what I'm going to do to assist the client.
You have a client who has a history of SI, and you can't reach them, you do a home visit, and no one answers the door. What should you do?
Staff with your supervisor and determine if a wellness check is needed. If so, call the local PD non-emergency line.
CSS provide holistic, __________care with an emphasis on personal strengths, skill acquisition and harm reduction, while using stage-wise and motivational approaches that promote ____________ by the individual in decision making and self-advocacy in all aspects of services and recovery/resiliency.
Person-centered and Active participation.