Best Practices
Explaining to a client what is within your scope of work and what is not within your scope of work.
What are boundaries
Timeliness-
The time in which to send a feedback form to a referral source that is not a Crossroads case.
What is
A Feedback Form should be submitted to the referral source within four weeks from the date of the referral.
These statements are examples of what?
What I'm hearing is, sounds like you are saying, what do you mean when you say?
What is Active Listening
An Example of the Strengths Perspective?
What is: Highlighting any attempts or progress made towards someone reaching their goals.
Timeline of documenting case notes into CRM.
What is 24 business hours
What are these examples of?
Encouraging the client to communicate their goals and needs with you, with their doctor's office, and with other providers.
Helping clients to use their voice through role playing
Assist the client to utilize grievance processes if they wish to
What is Advocacy and Coaching
A client reaches out for food resources, a resource navigator provides them with the number to SECOM to contact for food. This should be documented as what activity in CRM?
What is an Indirect Outbound Referral
Name the 3 key elements of Motivational Interviewing
What is
Health Net's process of continuous cycles of analyzing the history and policies related to systemic racism, processing how this impacts self and others (recognizing privilege and disparities) and moving toward an inclusive empowerment framework in problem-solving
What is Equity Learning
Health Net of West Michigan developed this policy to ensure documentation of clients’ agreement to services, to meet contractual obligations with funding sources, as well as to inform clients of the purpose of services and their right to privacy after they agree to services with Health Net.
Informed Consent
The purpose of having Culturally and Linguistically Appropriate Service Standards
What are best practices to use when interacting with a client via interpreters
What CRM activity is this an example of? A resource navigator calls with a client to HAP and connects with them to find information about open availability at Degage.
What Motivational Interviewing aspect is this statement
“On a scale of 1 to 10, how important is it to you to make this change?”; “Why are you at a ___ and not a ___?”; “What might happen that would move you to a ___?”)
Which technique are these examples a reflection of?
Ask, Tell, Ask
Active Listening
I Do, We, Do, You Do
Advocacy and Coaching
Empowerment Technique
Name 4 Safety Protocols that are used when going on a home visit
What is
Asking who will be present
Notify supervisor/ team about home visit
Update outlook with case number or client inital and address of where you will be
Ensure your personal cell phone is charged
Only offering visits during business hours
Do not park in the clients driveway
Name 3 techniques for de-escalation
And
Name 3 barriers to de-escalation
What is:
Remain Calm, Keep tone and body language neutral, Avoiding overreacting, open as many clear lines of communication
Becoming emotionally involved, engaging in power struggles, telling the other person you know how they feel, raising your voice
Client Outreach-
The timeline and outreach attempts of the initial outreach process to speak with a client of a regular referral
What is
Within 3 days of referral/screening date- phone call 1 and text message
Two days later 2nd phone call
Two days later close case
Provide 4 examples of Open ended questions regarding housing needs
What is:
What does your housing look like currently?
How would you accomplish paying your rent in the future?
What does it look like when that happens?
What is an example of I Do, We Do, You Do?
The Resource Navigator will reach out to MDHHS with the client on the line to ask about an application they filled out.
The next conversation, the client and Resource Navigator call together but the client leads the discussion with MDHHS and Resource Navigator fills in gaps when appropriate or client asks.
The next conversation, the client tells the resource navigator that they had spoken with MDHHS and completed tasks they need to for their application
Describe why we ask clients to provide a self rating for their needs being met
What is:
We are tying to understand how a client feels about their referral reasons outside of the efforts we make.
Name the 5 guiding principles of Trauma Informed Care and the 4 R's of Trauma informed care
What Is:
Safety, Choice, Collaboration, Trustworthiness, and Empowerment
Realize, Recognize, Respond, Resist
Explain why we take time to resolve our needs in CRM, what does that process do?
What is:
To reflect accurate information of the efforts made and worked on between staff and the client
To show success/unsuccessful connections to resources in the community.
To show to our funders how effective we are
What are Desires, Ability, Reason, Need
What is this situation an example of?
What do you already know about HAP? (client states their understanding)
In addition, Much of our screening and assessment process can be completed over the phone. The conversation will include many questions about you, your family, or anyone else that is experiencing the crisis with you.
To make sure I explained this well, Can you tell me how you would tell someone else?
What is Ask, Tell, Ask
Name the process/protocols in place to use when working with a client who is struggling with suicidal ideations
What is:
- QPR
-Police Welfare Check
-Discuss a client safety plan