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

CIL-NET2 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-NET3 What is a CSR? Consumer Service Record Collects Data

CIL-NET4 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 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 5

CIL-NET6 Simplifying Process – Reduce Drudgery, contd. Carrying extra release forms and ILPs for ongoing supports Ongoing activity logs – tracking of goals

CIL-NET7 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-NET8 Tips and Strategies, contd. Do paperwork while with consumer Take notes so both parties know what is expected of them

CIL-NET9 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 Questions and Answers 10

CIL-NET11 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-NET12 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-NET13 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-NET14 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-NET15 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-NET16 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-NET17 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-NET1818 Questions & Answers

CIL-NET19 Other Uses For Data Systems Advocacy Marketing Resource Development Strategic Planning

CIL-NET20 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-NET21 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-NET22 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 Strategic Planning Data can show holes or gaps that can be put in long range planning or organizational goals 23

CIL-NET24 Final Q & A, Wrap Up and Evaluation Final questions & answers Please complete the evaluation – your feedback is important! Thanks! – – Shari Coatney: Lou Ann Kibbee: Mary Reynolds:

CIL-NET Support for development of this Webcast/teleconference was provided by the U.S. Department of Education, Rehabilitation Services Administration under grant number H132B 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.