Teamwork
This communication style consists of clearly stating what you need without being aggressive.
What is assertive communication?
The first thing staff should do when a client becomes visibly agitated.
What is maintain calm and assess the situation?
The core belief of the Social Model: clients learn best from this.
What is peer support / lived experience?
This federal law protects the privacy of medical information shared in treatment.
What is HIPAA?
All medication passes must follow this safety rule whenever possible.
What is the two-person med pass rule?
Checking back with a coworker to confirm what you heard is called this.
What is reflective listening?
The intervention that combines validation, grounding, and redirecting to help clients regain emotional control.
What is verbal de-escalation or MI-guided redirection?
The meeting where clients bring concerns, celebrate progress, and address accountability and who ensures the fidelity of the process.
What is Resident Council and the Director?
When a PO or outside agency requests information without an ROI, staff must do this.
What is decline and request a signed release?
According to attendance policy, this many occurrences of absence or tardiness in 12 months — excused or not — is considered excessive.
What is 10 days?
This principle means that information flows both ways: up, down, and across the organization.
What is open communication?
This safety step is required anytime a medical or psychiatric issue may be driving agitation.
Notifying clinical & medical leadership (e.g., Dir, PM, RN, Dr. Deldar)?
What are the minimum requirements to become a resident of Sun Street Centers.
1 week of Bristles and 1 week of KP.
The only time staff can legally disclose information without a release is during these exceptions.
What are mandated reporting, medical emergencies, or court orders?
This many hours is the maximum amount of time an employee can work before taking their first meal break.
What is before the 5th hour.
A quick end-of-shift conversation where staff share updates.
What is a handoff or debrief?
A trauma-informed practice where staff avoid blocking doorways or standing over clients.
What is maintaining non-threatening body positioning?
Staff’s main role in the Social Model—rather than directing clients’ lives—is this.
What is facilitation (or guiding, not dictating)?
When encountering a current or former client in public, staff should follow this confidentiality-protecting practice.
What is avoid initiating contact and let the client approach you?
These 3 things are required whenever a client needs to visit the emergency room (outside of initial medical clearance).
An ER referral form, notifying a supervisor, and an incident report.
The type of teamwork where each person has defined roles but works toward the same overall goal.
What is collaboration?
One of the quickest ways to unintentionally escalate a situation.
What is matching the client’s tone or energy?
A client-led resolution requires staff to do this.
What is stepping back so clients can work things out amongst the community?
Becoming friends on social media violates both confidentiality and this ethical boundary.
What is a dual relationship?
“What are the commitments that include avoiding exploitation, not using alcohol or illegal drugs, providing services only within one’s scope, protecting confidentiality, and refraining from inappropriate expressions?”
What is the code of conduct.