Strengthening Program Management Building Capacity, Supporting the Work & Ensuring Quality in Supportive Service Programs Tom Balsley Office of Economic Opportunity Isaac Wengerd Office of Economic Opportunity

Today’s Agenda (3:10-4:25) Workshop Purpose, Format & Goals (3:10-3:15) Building Capacity to Improve Services (3:15-3:35) Supporting Staff Doing Challenging Work (3:35-4:00) Documenting and Reviewing the Work (4:00-4:20) Wrap Up / Parting Thoughts (4:20-4:30)

Workshop Purpose/Goals & Format Purpose and Goals: Explore ways to effectively implement new concepts or approaches Strengthen consultation and other supports for staff providing direct services to participants Ensure quality services and accountability with internal file review processes. Format: Interactive (Share, Challenge, Participate!)

Building Capacity to Improve Services Voluntary Services Mental Health First Aid 2Generation Approach Crisis De-escalation Systems Thinking Progressive Engagement Positive Youth Development Low-Barrier Programming Do Staff Feel Lost in the Woods (Of New Ideas & Trainings?)

More Effective Services Building Capacity to Improve Services More Effective Services Change is slow, meet people where they’re at Housing is A Building Block for Stability Client Motivation is Key to Success Helping Staff Balance “New Ideas” Does this strategy truly require “fidelity” ? Can you adapt it? Always the best approach? How is this related to, or how can this strengthen what you’re already doing? What parts can you try out first? What’s your greatest fear? Boil it Down: What’s the “essence” of a new theory? (Examples?)

Balancing Your Investments in New Ideas Be clear why you’re pursuing it; what is the value to be gained Don’t Confuse the Means with the Ends. Usually multiple ways to achieve your goal: (5+4=9, 3+3+3=9, 7+2=9) The goal is “9” What energy are you putting into the “process” or “specialized tool” versus achieving the desired outcome.. Trauma-Informed Care: Contextual the Behavior to Improve Service Delivery Others: ?

Building Capacity to Improve Services Helping New Ideas Take Root Buy-In matters. Can you explain why its important or the idea behind it? Focus on benefits for staff, adapt coaching to the motivations/strengths of each staff person Provide opportunities for feedback, listening to the challenges, reflecting and reframing Reflective practice leads to integration; ideas can become second nature with time

Supporting The Work What are some strategies that you or your agency use to help support direct service staff in their work? Team Meetings Individual Supervision

Supporting The Work What are some strategies that you or your agency use to help support direct service staff in their work? Third Party Supported Consultation Team Retreats Vicarious Trauma Support

Supporting The Work of Staff: A Few Questions What is the purpose of the team meeting? How do you know when you have had an effective team meeting? What is a change that you have implemented that has improved your team meetings?

Supporting The Work of Staff: Team Meeting Strategies Purposeful Agenda, with background info and summaries Provide Time To Connect Group Consultation Connect to the principles of the work

Documenting The Work “I got into this work because I love documenting. It’s my passion.” -Attributed to no one

Documenting The Work “I became a program supervisor because I love to do file reviews.” -Attributed to no one

Documenting The Work The truth is… People get into this work because they love the work of providing support services. And, people become supervisors because they love the work of supporting others in their work to help others.

What is the reason for taking case notes? Documenting The Work What is the reason for taking case notes? Proof of work

Documenting The Work Beyond proof of work, how can case notes be helpful? Continuity of services in times of transition Increase the effectiveness of services Identify trends Learn from what has happened in the past Report out the amazing accomplishments of staff and the people they work with?

Documenting The Work What are some of the barriers that get in the way of case notes getting done or getting done well? Not enough time to get them done. More pressing work. More fulfilling work. Limited or no usefulness for staff. Staff comfort level with documentation

Documenting The Work Strategies to help increase the usefulness of case notes Focus on the end product: what help did we provide this person with? Develop a case note template or have staff develop their own based on shared expectations. Connect the case notes with the expectations of the position…are we doing what we say are going to do? Develop other documents that help tell the story of the support services in an easily accessible way.

Documenting The Work Strategies to help increase the usefulness of case notes Develop an internal file review process, utilizing sampling of files on a regular basis such as quarterly. Utilize peer file review as an opportunity for staff to learn from one another. Put the file review on the calendar on a regular occurring basis

Documenting The Work: File Reviews Imagine that you don’t know anything about the client’s situation beyond what is included in the file. Review a three year month period. Track how many meetings took place and how long those meetings took place. Track what support services were provided during that time. Track what the client accomplished during that time