Presenter Info. The Do s and Don ts. Purpose 8/12/2016. Danielle Sager. Of Service Coordination

Transcription

1 The Do s and Don ts Of Service Coordination Presented by: Danielle Sager B.S.,P.S.C. Presenter Info Danielle Sager Peoria Housing Authority dsager@pha.peoria.il.us Phone: ext Purpose This course will offer content on the basic functions of a service coordinator. The following will be discussed: best practices, mandatory record-keeping requirements, networking, basic job functions, program building and maintenance. This course is intended for new or inexperienced SC s. Much of what will be discussed will only apply to those who are new to their field or for property managers that wish to understand the role of SC s. 1

2 History of Service Coordination Historical Timeline of Service Coordination Program Demonstration Program Living At Home Program: Supportive Services in Senior Housing Some local HUD offices allow service coordinators in operating budget & HUD promotes service coordination across Assisted Housing HUD has authority to provide S.C. s in Section 202 Projects. History of Service Coordination HUD awards service coordinator grants for public housing HUD publishes (NOFA) and establishes lottery process for application selection for new grants Congress appropriates a budget line item for service coordinators in multifamily housing. History of Service Coordination 2016 UPDATE FY 17 THUD spending bill provides nearly $1.5 billion in additional spending for affordable housing programs, despite the low spending caps. $75 million for the Family Self-Sufficiency (FSS) Same as FY 16 funding level- allows no growth. $35 million is for the Resident Opportunity and Self- Sufficiency (ROSS) program. Same as FY 16 funding level, but 10 million less than the FY 15 funding level - allows no growth. $75 million for Section 202 program (Elderly Housing Service Coordinators) a $2 million DECREASE from FY 16 funding. 2

3 Purpose of Service Coordination to coordinate with residents and outside agencies to provide services to the residents while empowering them to remain selfsufficient. Multi-Family Housing focus: employment, job training, childcare, education, and connection with health care and other social services. Future Planning & Breaking through Poverty Seniors and Individuals w/ Disabilities focus: arranging meals, transportation, health care, homemaking service, and other supportive services Maintaining Independence & Avoid Long-Term Care Service Coordination vs. Case Management MACRO (approach) MICRO (approach) Oriented to groups Meet individual consumers' needs Problem prevention Generally involved after problems occur Have to think out of the box Must work within a set of guidelines Empowers resident to take control Can remove control from resident Maximizes independence Can create dependency Consumer oriented Driven by needs Designed to serve many people Serves a few people Non-clinical approach Clinical approach The Do s- Basic Functions Do provide coordination of services with outside agencies for needed benefits Do act as an Advocate on behalf of your client to other social service agencies and management. Do Promote Self-Sufficiency and Independence whenever possible. Do promote and encourage a Resident Council at your site. 3

4 The Do s- Basic Functions Cont. Do create and maintain a monthly newsletter. Do create a S.C. Brochure Do attend PCC s (Program Coordinating Committee s) or other local social service meetings to network. Do create and maintain a community resource directory & make it available to residents and management. Do be culturally competent. What is Cultural Competence? The definition: The National Institute on Health Defines it as: Culture is the combination of a body of knowledge, belief and behavior. It involves a number of elements including: personal identification, language, thoughts, communications, actions, customs, beliefs, values, and institutions that are often specific to ethnic, racial, religious, geographic, or social groups. Cultural Competence is the intentional and continuing effort to develop knowledge about different cultures. How Cultural Competency affects service coordination It affects our ability to build relationships with residents. It affects our effectiveness when working with residents. Something to consider Don t go too far and start faking the funk. It enables us to have a considerate and inclusive approach to providing services. It creates a comfortable and inviting atmosphere for yourself and your residents. 4

5 Cultural Competence Which one is African American, White and Black? A White African man living in America. He is African- American. A Black man living in America. He is NOT from Africa, he was born and raised in America. His ancestors are NOT from Africa. They are from Trinidad. A white Man living in Africa. He is an African. Roughly 10% of Africa is made up of White People. Cultural Competence A Note about Personal Preference & Good Communication At the End of the day the best idea is to find out how people prefer to be called. Do not make assumptions. The best time to do this is during intake. It is beneficial to have all clients self-identify and stick with how they identify themselves...and if you got some funny residents that look at you like this: KEEP IN MIND Cultural competence is MORE than just someone s race, ethnicity and religion. Two HIGLY important cultures, that often get overlooked are: Class status (Wealthy, Middle Class, Poverty) Historical Backgrounds (Great Depression Survivors, 9/11, Orlando Shooting, Civil Rights Movement ( s), The Moon Landing According to the Health Department - Social class, more than any other cultural status, is indicative of someone s overall health. 5

6 The Don ts Don t provide DIRECT SERVICES or services beyond your educational or work related experience. Don t do everything for the client- make sure to assign them tasks in helping themselves Don t neglect your files or reporting requirements. The Don ts cont. Don t fill-in for the Property Manager Don t work as an Activities Director, that is not your job. 6

7 The Don ts cont. Don t provide transportation to your residents at any time. Don t handle clients money including: writing checks, or handling client cash or belongings. Don t hold or store client items in your office or accept gifts from the clients. The Right Tools for SC s AASC LINKEDIN Resident Council Continuum of Care United Way (2-1-1) Chamber of Commerce Local Townships Local Colleges Local Community Action Agencies PCCEO State and Local Companies/Agencies DHS, DRS, Agency on Aging, Health Care agencies, Churches, Nova Debt, Banks, Common Place, Dream Center, Peoria Opportunities Foundation, The Friendship House, Health insurance companies and many, many more! National Agencies Goodwill, State Farm, The Salvation Army, Wal-Mart, Target, Krogers, Meridian Health Plan, WellCare. HUD Best Practices & Record-Keeping If it isn t documented then it didn t happen. W h y D o c u m e n t? Meet Service Coordinator standards of practice. Protect the resident. Provide continuity of care. Have a history of resident behavior. Protect resident confidentiality. Have demographic and financial info. available for making community referrals on behalf of the client. Have on file services provided to the resident 7

8 HUD Best Practices & Record-Keeping Why Document? Enhance quality assurance. Show trends. Assist a Service Coordinator new to the property by providing a historical account of the resident's needs and services provided. Protect him or her and the organization from litigation. The Do s -HUD BEST Practices & Record- Keeping. Do make sure to have the following in your client files: Intake, Assessment, Confidentiality Agreement, Individual Service Plan and Informed Consent. The required HUD paperwork can be acquired by AASC. Do get at least 36 hours of training if you are a new S.C. Do get at least 12 CEU s every year to meet your training requirements for HUD. Training Recommendations AASC: SC 101, Regional and National Trainings. SOAR: Social Security Disability Training for adults who are homeless or at risk of homelessness. Local Leadership Trainings. 8

9 The INTAKE. Do have an Intake form provides basic information about the resident. It is a good tool to use when meeting the resident for the first time. The form provides demographic information, emergency contacts, and basic info. to help you fill out benefit forms. The Assessment Do have an Assessment form. This form serves to help the S.C make appropriate referrals and includes ADL s & Objective Observations. It should be completed through personal observations and the responses of the residents. This form should be updated once a year. ADL s are Activities of Daily Living and include the following: eating, bathing, grooming, dressing & home management activities. The Confidentiality Agreement. Do have a Confidentiality Agreement The confidentiality agreement is signed by the resident and witnessed by the Service Coordinator. The difference between Confidential protected information and non-confidential information should be explained to the resident before signing. YOU ARE A MANDATED REPORTER! 9

10 The Progress Notes Do have Progress Notes Written notes to support what has taken place between the S.C. and resident, manager and community agencies. "the meat" of the documentation process. Should include: Date of entry, Description of action taken and Follow-up action.» Don t include: Opinions about the resident, Judgments or Small details that do not pertain. The Release of Information. Do have a ROI. The ROI must be completed and signed by the resident every time the coordinator makes a referral or contact with an outside organization or agency. The resident has the right to read his or her file at any time. The Service Coordinator or other staff on the property has no right to disclose any information regarding the resident unless a release of information has been signed by the resident for a specific reason HUD Reporting Federal Financial Report (SF-425) Logic Models Semi-Annual Report 10

11 HUD Reporting cont. HUD requires SOME housing owners with SC s to complete the Semi-Annual Performance Report twice each year. The reporting periods are October 1 through March 31 and April 1 through September 30. Reports are due to each Service Coordinator's HUD field office 30 days after the end of the reporting period. The Semi-Annual report allows HUD to monitor program activity and provides a measurement tool which documents statistical data and program activities/accomplishments. The Semi-Annual Report is NOT mandatory for ALL SC Grants. Check with your specific grant to make sure. Key Areas of Grant Compliance Meeting the required training. Maintaining a current resource directory. Service Coordinator meets the required education and experience. Sign-in sheets and fliers on file. Do NO HARM. All administrative paperwork is filed. All resident files are in a locked file cabinet. Confidential office space provided. Build & Maintain Programs Internship Program P.C.C. Food Pantry Congregate Meal Site Resident Council Adult Literacy Class 11

12 Internship Program Contact your local College or University. Do try the Psychology, Social Work or Business Departments to see if the have an internship program. Ask about Field Experience for students and let them know you are a professional and would like to work WITH them to provide this opportunity to their students. Have an Elevator Speech about what you do ready for them. Internship Program A good Field Placement should allow students to work at their site at least 20 hours a week. Do put your interns to work, have them take over the newsletter, attend professional meetings, do intake paperwork, and have them build programs (Computer class) that they teach to help you meet your grant requirements. FOOD PANTRY Do get in contact with your local churches, ministries and other non-profits to build a Food Pantry at your site. Do attend professional meetings like your local CoC, P.C.C., or Social Service meetings and announce that you are looking to start a food pantry. Your peers might be able to help you. 12

13 What makes a good S.C. Attitude Leadership/Follower Skills Communication Skills Resident Interaction Building Partnerships Flexibility Organization Ability to Plan Elevator Speech Does this remind you of your office? You don t want to do this alone! Elevator Speech Do create an Elevator Speech 30 second speech about what it is you do. Hit the highlights. Example: My name is Danielle Sager and I am the Supportive Services Manager at Peoria Housing Authority. I work with seniors and individuals with disability to make sure they are aging-in-place and remaining as independent as possible- to do this I access different government programs such as SNAP, Benefits Access and Lifeline to make sure the needs of my residents are provided for. In the past year alone I have saved my residents $255,000 worth of services. Create your own Elevator Speech 13

14 Questions & Contact Info. Danielle Sager, B.S., P.S.C Supportive Services Manager Peoria Housing Authority 2601 W. Reservoir Blvd. Peoria, IL ext