1. ARC Advancing Recovery Collaborative Manager / Data Lead Breakout June 24, 2014

2. Improving Recovery Services and Managing Productivity: Can’t we all get along? Gloria Frederico Rick Goscha

3. What is Your Experience? What are the current productivity rates at your agency? Where do you see conflict between recovery-oriented practices learned in this collaborative and your ability to meet “productivity standards?” How do you see recovery-oriented practices learned in this collaborative improving your ability to meet “productivity standards?” How has data supported your decision-making historically? 3

4. Using the Strengths Model to Improve Productivity Common denominator between recovery practices and productivity – seeing people The main focus of Strengths Model practice and other recovery-oriented practices is to help people achieve meaningful and important goals that will improve their overall wellbeing.

5. Reasons People Don’t Engage With Us We aren’t offering what they want We are offering more than they want Fear of what our help might mean Lack of belief that what we do will actually help – or belief that we might make it worse Negative experience with past helpers Self-preservation We wouldn’t even engage with us 5

6. Key Learning from Sales Know what you have to offer and know the value of it Know your customer – each person is different Look for ways to align what you offer with what the person wants Remember the customer has a choice How the person perceives the experience of the service will influence future decisions to work with you 6

7. Prepare to Take Action Strengths Model Engagement Worksheet – Use to help staff think through where they are at with each person they work with – Use to offer specific support to help staff make progress with individual people (e.g. group supervision, field mentoring, recommend using specific tools or methods, etc.) What additional information do we need to know to take action? – What are staff’s patterns of seeing people? Do some people get more service than others? Why? (service calendar for caseload) – What is getting in the way of staff being able to see people? (analysis of how people spend their time) – What is getting in the way of staff being able to engage or make progress with a specific person? (field mentoring or group supervision) – Other? What change ideas would I like to test when I return to my agency? 7

8. 8

9. Report Out Prepare to report out to the whole group