Supervision A Concise Guide to Managing Your Cases Pat Drea Vice President of Operations
Why Supervision? Supervision is our way of leading people & attaining the company s goals. Your employees success is your success! The goal of this program is to quickly learn & apply this system of managing CGs & CRs for quality customer service and the best service outcomes 2
Your Everyday Life As a Visiting Angels Manager Scenario 1 Or This? 3
Your Everyday Life As a Visiting Angels Manager Scenario 2 Or This? 4
No More Fighting Fires! Fireproof your Visiting Angels office with a supervision program that obtains proven results! 5
Think Prevention - Not Reaction A solid program of supervision fire proofs you from 4 alarm fires If you don t have a supervision program it is costing you - in lost hours, lost time & client dissatisfaction It is easier (and more fun) to actively supervise for exceptional results than to operate in crisis mode 6
Independent Contractor / Nurse Registries ICs do not supervise staff but evaluating customer satisfaction is necessary Instead of supervisory visits consider customer satisfaction visits You will get valuable information by visiting once a quarter Modify the visit action list to conduct your customer satisfaction visits 7
Role of the Supervisor Quick List Handle problems fairly Implement company policies & regulations Train, coach, motivate & recognize CGs Communicate & solve problems effectively Handle change positively Build teamwork Develop quality, set standards & evaluate performance Take responsibility for results! 8
Responsibilities of the Supervisor Recognize CGs for a job well done Treat everyone respectfully, fairly, honestly & with dignity Keep CGs informed about goals & inform the office about results Show an interest, be positive & encouraging to CGs Deal with performance issues consistently & fairly 9
More on Responsibilities Help CGs develop a sense of teamwork & belonging Be a good listener to CG problems & suggestions Communicate your belief in their potential and the importance of the work we do Support and represent your CG in the company & community Be accountable for your results. This is leadership! 10
The Supervisor s 2 Critical Questions What do our CGs need to succeed? Personal care skills, customer service skills, problem solving skills, communication skills with the CR and the office What does your Visiting Angels Office need to succeed? Business volume, efficient processes, productivity, quality of service 11
Supervision System 1. Who will conduct supervision 2. Frequency of Supervisory Visits 3. Dealing with resistance 4. Conducting the visit 5. The conversation 6. An Ounce of Prevention 7. Records & tracking 12
1. Supervisory Visits Who Will Do It? Chose the right person for this role Some licensed states require that a nurse supervised the hands on cases and the CGs Choose the person with the right skills one who can manage & provide customer satisfaction The person must be available and flexible Combine 2 roles? Starting cases & supervision - Yes Case manager & supervision??? It is difficult for a case manager to be in the office scheduling and in the field supervising This may be an appropriate role for the franchisee! 13
2. Frequency of Supervisory Visits Licensed States follow regulatory requirements In the absence of regulations visit every 60 days, more frequently when needed Live Ins should be visited once a month Visits should be unannounced Build your visit frequency into your scheduling system date of visit one week before deadline Explain the purpose and frequency of the supervisory visits during the opening of the case tell them what s in it for them! 14
Why Unannounced Visits? You want to assure that the GC is there, is on time and is following the care plan and the company policies Best to verify through unannounced visits Unannounced visits allow you the flexibility you le due to office needs & new cases that are starting Arrange visits to 2 nd and 3 rd shifts, you ll be surprised by what you ll find! 15
3. Dealing With Resistance It s all in how you present the idea! Most CRs will welcome your visit and will enjoy your interest in them and the attention always communicate CARING! On rare occasions a CR or family will resist the visit Explain that it is a requirement and that your agency relies on this visit to continue to qualify and support the CG in her role 16
Let Me Tell You What Happens After Midnight! My surprise visit at 3 AM! Be unpredictable! Ask a lot of questions! Be everywhere! Drive by! Call unexpectedly! Let them know you have insomnia! 17
5. The Conversation Tips on the conversation with the CR The 3 minute walk through Tips on the conversation with the CG The conversation about the Care Plan How to use what you have learned from the visit Taking the conversation back to the office Documentation 18
The Conversation With the CR Ask your CG to give you some private time with the CR Ask how they are doing, ask about their life & their family Look at their appearance, general health, etc. Ask about items on the care plan Ask if they have any needs/suggestions so we can provide a better service for them Ask, What is one little thing we can change to make things better for you? Take notes for follow up 19
The 3 Minute Walk Through An important part of your visit is to evaluate the condition of the rooms that are used everyday Walk through the living room, kitchen, bedroom, hallway and bathroom Assure that the housekeeping is being done, dishes done, trash taken out, bathroom floor, toilet, shower and tub are clean Look for any safety hazards that will pose a problem to the CR or CG 20
The Conversation With the CG In a separate room meet with the CG You will be asking questions to evaluate CG performance and satisfaction Ask specific questions about the care plan, her completing the tasks on the care plan and any suggestions for change Evaluate the appearance of the CG, is she is proper attire, wearing a name badge. 21
The Conversation about The Care Plan You will evaluate and modify the care plan based on feedback from the CR and CG it is an ever changing document! Make changes to the care plan- a 2 part form. Leaving 1 copy of the revised one in the home, take the original back to the office for the CR file & remove the old care plan Review changes in the care plan with the CR and CG before you leave 22
The Conversation about the Care Plan - CR Education & Feedback Based on their input advise the CR regarding changes to the care plan or other follow up items 23
The Conversation - CG Evaluation and Coaching Compliance with the care plan Condition of the rooms Customer satisfaction Professional appearance 24
The Conversation - Giving Feedback Recognition Be specific, immediate, relate the recognition to the person (what they did), praise progress not just accomplishment Performance problems immediate as possible, if it is very serious handle it in the office not in the CR home, Be specific about the problem, clarify expectations, goals and plans, avoid judgmental criticism & treat the person respectfully. 25
6. An Ounce of Prevention Typical Problem Areas CR make frequent changes to the schedule CR changes schedule with the CG and neither notifies the office in advance CR requires CG to do things that are not on the care plan / or against policy Interpersonal problems between CG & CR CG is going beyond what is permissible for a non-medical service CG & CR are not respecting appropriate role boundaries (see next slide) 26
An Ounce of Prevention Clear Boundaries Are Essential! You establish expectations and boundaries during the interviewing and orientation phase You maintain those boundaries by applying this supervision format You must be actively visiting and communicating with your cases to assure that your policies and guidelines are being followed! 27
An Ounce of Prevention Boundary Issues No No s CG /CR telephone each other, (all communications must go through the office) CG is visiting CR after scheduled hours big liability issues! CG shares her life story and the CR feels overwhelmed because of problems asks for a replacement CG asks for loan of $, or CR to co-sign for a car loan relationship goes downhill CG borrows, steals or becomes involved in the CRs money, valuables or financial affairs all unacceptable CR gives gifts to the CG without the knowledge of the office, CR lets the CG go home early or gives a day off, 28
An Ounce of Prevention Orientation & Assessments Share your enthusiasm for the marvelous benefits of your supervision program Let your CGs and CRs know your office staff from the start picture of office staff with names Let each know what to expect from your supervisory visits & the benefits to them Highlight your successful coaching approach Establish clear boundaries from the start Lay a firm foundation before bad habits occur 29
7. Records & Tracking When You Get Back to the Office Complete a supervisory report -findings & actions. Record the CR s level of satisfaction - CR signs. File in CR file Enter completed visit dates in your data system Inform Case Manager & Director of urgent matters immediately Weekly or bi- weekly case reviews - inform all Basic 12 violation? Issue points and record! 30
The End To Fire Fighting! Supervision is nothing more than motivating other people to do what works! Stop fighting fires - Implement this supervision program for the best private duty service outcomes 31
Upcoming Events Refresher Feb 22 nd Next teleconference March 15 th Advanced Strategies for your Live In Program 32