Best Practices – Provider

Practice
Ms. Riggs made arrangements for an Individual receiving services to conduct a training for her staff. The topic of the training was called “The Domino effect.” The Individual talked to staff about what it means to him as well as other people in his life when staff are late or do not show up for a scheduled appointment. The individual shared with staff that he begins to pace the house, he will call his mother frequently during the time he is wondering if staff will show up, he will check his calendar many times to see that he had the correct date and time, etc.

Who Benefits? How?
The person receiving services had the opportunity to experience the valued role of being a trainer. The staff benefitted by receiving education on respect and what it means to that person as well as how important it is to treat each person with respect.

Practice
When Ms. Riggs provides training to her staff, she requests from her staff to complete a brief summary on an In-service/Training form of what they learned from the training. This is a great way to find out what staff has learned from the training provided and it helps staff retain information learned. The In-service/Training form also has the training topic, location of training, instructor, hours spent on training and a space for a signature. This form is maintained in the employee file to track training provided to staff.

Who Benefits? How?
Individuals receiving services benefit as staff knowledge of training benefits the quality of service that the individuals are receiving. The provider benefits by having a good tracking system of training provided and what the staff learned from that training to determine if they understood or if further training may be necessary.

Inservice Training Form [tif]

Practice
The provider uses monthly documentation that includes three areas. 1) progress on goals, 2) problem areas and 3) emerging skills/achievements

Who Benefits? How?
The Provider and the Individuals. Staff is better able to track what’s happening with the person’s goal(s). As skills increase or a new skill is discovered, the staff can use this to motivate the person to continue in a positive direction. Problem areas can be discussed for resolution if they are pin-pointed month by month. When problem areas are resolved they can be celebrated as achievements.

Practice
PARC has developed an excel spreadsheet to address each and every Projected Service Outcome (PSO’s) for all the services that they provide that require Projected Service Outcome. Staff have all been trained on the purpose of the PSO’s and how to utilize the excel spreadsheet to document that the Projected Service Outcomes have been reviewed for each person that they work with. The administrative staff developed a tracking sheet with all the individuals served and their support plan end date. This tracking is used to send tickler reminders to staff that the Projected Service Outcome is due for the person that they work with. PSO’s are reviewed on a quarterly basis. The staff has access to this information via computer. When staff pull the Projected Service Outcome excel spreadsheet up for their caseload, it reflects a color coded system that highlights the people whose outcomes need to be reviewed within that month. After reviewing the outcomes with the person, the staff then enters the results in the computer. Administrative staff then analyzes this data to see if there is any dissatisfaction, goals not being met, etc. Any outcomes not met are then addressed to the satisfaction of the person. Annually, this information is readily available to put into an aggregate form for further review to determine if any changes need to be made within the organization to ensure outcomes are being met for those receiving services.

Who Benefits? The Individual
How? The individuals receiving services benefit as PARC has an efficient system to determine whether results are being achieved for people as well as to determine if results are not being achieved so that any outcomes that are not met are addressed in a timely manner and to the satisfaction of the person.

Practice
The provider wanted to create a simple way for staff to have grab and go emergency information for each person they serve. The provider created what appears to be a typical business card on the front side of the card. The front of the card has the provider’s contact information and on the back side of the card there is space for the following information: Person’s Name, Address and Phone number, Emergency contact and phone number, Doctor’s name and phone number, Current medications and Characteristics. The card is completed for each person and one copy is given to staff and a copy is given to the person to keep with them while out in the community in the event of an emergency. In addition, the staff provides education on the importance of carrying this information and the importance of not giving out too much information to prevent identity theft. Staff and the person can keep the card in their wallets or pocketbooks.

Who Benefits? The Individual
How? The person benefits as they are learning how to maintain important information on them while out in the community so that they are prepared in the event the police or the EMT’s are called for help. The person also benefits from staff having this information readily available to ensure no delays in getting the proper care and to ensure accurate information is given in the event of an emergency.

Practice
The provider created magnets with the abuse hotline number on it for individual’s refrigerators.

Who Benefits? The Individual
How? Individuals benefit as they are able to access the number as needed. Since it is a magnet, it is less likely to be lost like a paper version, and individuals were aware of where to locate the number. Additionally, having a magnet on a refrigerator is in the flow of natural décor within a home.

Practice
The provider has a solid best practice in the area of rights. The provider has a staff member whose sole focus is education of individuals in topics such as rights, safety and community options. The provider discusses rights and self-advocacy in this forum. Consumers also use house meetings to vote on all activities that they want to be involved in. All consumers at the homes who are eligible to vote were registered to do so and were very excited about the prospect.

Who Benefits?
How? Individuals benefit because they are not only being educated about rights but they are also getting exposure and experience in this area. They are getting exposure by discussion and direct access to advocacy groups, and then direct experience in exercising rights by being involved in the voting process at home and in the community, on issues that impact them.

Practice
A person, along with the support of their Supported Living Coach within this organization, has posted ads for roommates on Florida Atlantic University campus in Boca Raton and has found college students to share their apartment. In addition, this Supported Living Coach has worked very diligently to find family members of this person, whom they had not seen in several years, and was successful in their research and outpouring in the community, to find this person’s mother, siblings and extended family members. This provider Agency has an individual who has started their own Car Detailing business. They also have employees who are volunteering their time to continue working with people, despite the budget cuts. In addition, the provider Agency has two people who have acquired their driver’s licenses and now have their own vehicles.

Who Benefits? The Individual
How? The people and staff within this organization, benefits from the ideas and systems being used to achieve outcomes.

Practice
This provider has created an Ongoing Client Assessment Form to monitor/evaluate the effectiveness and satisfaction of individual’s support and services. The tool looks at each outcome and breaks it down into relevant areas with each one broken down into specific areas to consider. The process for gathering information is different based on each individual’s information’s situation. WSCs are encouraged to add or update information whenever they speak with individuals, family members or providers. Tool is kept in a special “pending folder” for information to be looked throughout the year.

Who Benefits? The Individual
How? Individuals, WSCs and providers benefit as information is reviewed on ongoing bases to be address on Support Plan meeting for needs and concerns. WSC uses this tool as a “memory tool” to better know the consumers they serve and to ascertain that all important areas are covered.

Practice
The provider used their Quality Enhancement Plan to document examples of Education, Exposure and Experience (EEE) related to each element not scored as “achieving” on their annual consultation throughout the year. The provider reviewed the progress notes for services provided and pulled out examples of where the provider actively engaged people served related to elements such as health/safety, rights and choices, through the course of the year.

Who Benefits? The Provider
How? The provider is able to establish and prove consistency in providing EEE in order to enhance service delivery. This practice also assists the provider in evaluating services provided, as part of its quality management system.