Beyond the Filing Cabinet: Appreciating the Value of Consumer Service Records

1. CIL-NET presents… Beyond the Filing Cabinet: Appreciating the Value of Consumer Service Records A National Teleconference & Webcast Thursday, September 3, 2009 3:00 PM – 4:30 PM EDT Presented by: Shari Coatney Lou Ann Kibbee Mary Reynolds

2. Today’s Discussion • Describe the benefits of good consumer recordkeeping and reporting • Identify tips and strategies for streamlining recordkeeping and reporting process • Explain how to establish rapport with consumers for more recordkeeping success • Describe strategies for using good data for successful marketing and planning CIL-NET

3. What is a CSR? • Consumer Service Record • Collects Data CIL-NET

4. Why Are CSRs Important? • Supports consumer’s planning and progress • Proves what you do • Tracks data for Government • Supports you in a grievance • Used as a tool for audits CIL-NET

5. Simplifying Process - Reduce Drudgery Packet with all necessary forms • Intake form with demographics • Independent Living Plan (ILP) & ILP waiver forms • Grievance procedure form including CAP information • Voter registration form • HIPPA Release form CIL-NET

6. Simplifying Process – Reduce Drudgery, contd. • Carrying extra release forms and ILPs for ongoing supports • Ongoing activity logs – tracking of goals CIL-NET

7. Tips and Strategies • Train staff to know how to explain to consumers why we need information • Do not get hung up if consumer does not want to provide some information • Federal law requires HIPPA form • Importance of confidentiality – protects the organization and staff as well as the consumer CIL-NET

8. Tips and Strategies, contd. • Do paperwork while with consumer • Take notes so both parties know what is expected of them CIL-NET

9. Tips and Strategies, contd. • Consumer logs will be easier if you complete them while with the consumer • Promotes trust with consumer – makes them feel important to you • Promotes honesty and trust with consumer CIL-NET

10. Questions and Answers CIL-NET

11. Establish Rapport With Consumer • Train staff on how to build trusting relationship with consumer • Stay real • Do not present yourself above the consumer • Be honest – if you do not know an answer, admit it and get back to them CIL-NET

12. Value & Rationale for Writing Down Goals/Objectives/Plans • Consumer and staff understand what to expect from each other • Do not make assumptions about consumers’ abilities • Review plan at the end – summarize meeting • Provide contact information CIL-NET

13. Value & Rationale for Writing Down Goals/Objectives/Plans, contd. • Most consumers know what they want, just not how to get there • Listen for awhile so you are clear on what they want • Consumers’ needs are an emergency to them – Do not make them feel unimportant CIL-NET

14. Value & Rationale for Writing Down Goals/Objectives/Plans, contd. • CILs are empowerment organization – Need to give people the power to fulfill their dreams and wishes • Celebrate success with consumers on every step so they do not get discouraged CIL-NET

15. ILP & ILP Waiver • Required to have a written ILP or an ILP waiver • Consumer choice to write plan or waive it • Staff should explain to the consumer why having a written plan is good • Need to develop a plan or steps to reach the goal whether the ILP is signed or waived CIL-NET

16. Goal Setting • Consumer needs to understand that ILP or goals are not set in stone • Important to close a goal for recordkeeping even if not reached – if consumer is not working on a goal then close it • Consumer can always go back to or reset goals CIL-NET

17. Goal Setting, contd. • Give consumer feedback on progress of each goal • Meet with consumer on a regular basis to review what both have gotten done • Encourage, empower, and talk through barriers that may require additional goal setting CIL-NET

18. Questions & Answers CIL-NET 18

19. Other Uses For Data • Systems Advocacy • Marketing • Resource Development • Strategic Planning CIL-NET

20. Systems Advocacy • Gather data of consumers served in areas or number of consumers receiving specific services • Good systems advocacy needs data support • Use data in legislative and community advocacy CIL-NET

21. Marketing • Data tells us what we do well and what we do a lot • Tells us who to market to? • What underserved areas are within the organization? • Data supports the CIL’s ability to sell ourselves • Helps in recruiting staff CIL-NET

22. Resource Development • Show data when fund raising such as number of people served • Important to break down data such as geographic area, age, ethnicity, etc. to support funding request • Data can be helpful when deciding which grants to apply for CIL-NET

23. Strategic Planning • Data can show holes or gaps that can be put in long range planning or organizational goals CIL-NET

24. Final Q & A, Wrap Up and Evaluation • Final questions & answers • Please complete the evaluation – your feedback is important! Thanks! • https://vovici.com/wsb.dll/s/12291g3f3ca • Shari Coatney: sharic@skilonline.com • Lou Ann Kibbee: louannk@skilonline.com • Mary Reynolds: maryr@skilonline.com CIL-NET

25. CIL-NET • Support for development of this Webcast/teleconference was provided by the U.S. Department of Education, Rehabilitation Services Administration under grant number H132B070002-08. No official endorsement of the Department of Education should be inferred. Permission is granted for duplication of any portion of this PowerPoint presentation, providing that the following credit is given to the project: Developed as part of the CIL-NET, a program of the IL NET, an ILRU/NCIL/APRIL National Training and Technical Assistance Project.