Person First Data Collection The Art of Listening

Data Collection Supports Learning and Assisting Consumers The first objective is to learn about the consumer in order to provide the best assistance. A secondary objective is data collection: – helps professionals remember essential details about the consumer – Provides a means of aggregating important information across consumers

Listen First- Data Second Let the caller tell their story and build a trusting relationship, without interruptions related to what YOU need

Listen First and Shut Off Your Internal Dialogue “ I (My Mother) needs help.” What do you want from me? Everyone wants something for nothing. It’s Monday, Going to be a busy day. “There’s a 3 to 4 year waiting list for service.” I’m assuming she is low income.

Listen First (and Record Facts As You Listen) “My Mom is not taking care of herself since my dad died” “My sisters live out of town and help when they can, but I live in town and I can’t take any more time off work.” My mom lives in a two story home and is having trouble with steps. Single, FemaleCaregiver StressPrivate Home

Listen First, Seek To Understand, (and Record the Answers) Do you (Does your mother) currently have any help? What kinds? Do you (Does she) have any difficulties doing things she needs to do? Disabilities, ADLs, IADLs Current Services, Providers How do you (does she) pay for the services she has now? Indications of assets, income, ability to pay for services What concerns are the most troubling? Priorities, Preferences

Listen First and Assist (and Record What You Provide) Referral to MMAP Referral for Respite Referral for Caregiver Support Group Referral for Transportation

Listen First, Communicate and Then Document Can I have your mother’s name, address and phone number? Are you the contact? Can I have your name, address and phone number? Can I have your (mother’s) birth date? (If not, try to get age or birth year)

Listen First and Ask these Questions Last What is your (mother’s) race? Are you (Is she) Hispanic? What is your (mother’s) income? What are your (her) assets? Why are you asking that? We use the information to track who we are serving to make sure we are helping everyone regardless of race or income. Also, some of our programs are for people with lower or higher incomes. You do not have to answer these questions to get services, and we keep your information for our records only. We do not share the information with others.

In Summary: Person First Data Collection Tools Listening Understanding Communicating/Assisting Documenting