Instructor’s Manual                      Client Casework: Providing Emergency Assistance                                  ...
Client Casework:Providing Emergency Assistance      Instructor’s Manual
DSCLS202AClient Casework: Providing Emergency Assistance© Copyright August 2006 The American National Red CrossLearning an...
Table of ContentsAcknowledgements............................................................................................
Table of ContentsThe Role of Client Casework. ...............................................................................
Table of ContentsSegment 5: Let’s Get Started................................................................................
AcknowledgementsThis course and the accompanying materials for Client Casework: Providing Emergency Assistancewere develop...
About This Course                    ..................................................................................Cou...
About This Course                    ..................................................................................Cou...
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About This Course                    ..................................................................................Ins...
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About This Course                    ..................................................................................   ...
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Ccpea im master-august-2006

  1. 1. Instructor’s Manual Client Casework: Providing Emergency Assistance DSCLS202A August 2006
  2. 2. Client Casework:Providing Emergency Assistance Instructor’s Manual
  3. 3. DSCLS202AClient Casework: Providing Emergency Assistance© Copyright August 2006 The American National Red CrossLearning and Development, Training and Leadership Development
  4. 4. Table of ContentsAcknowledgements................................................................................................................... viPART 1: About This CourseCourse Purpose...................................................................................................................................... 1Course Objectives.................................................................................................................................. 2Course Design........................................................................................................................................ 2Course Overview................................................................................................................................... 2Course Schedule.................................................................................................................................... 3 .Course Materials and Supplies.............................................................................................................. 3 .Instructor’s Manual................................................................................................................................ 4PowerPoint Presentation........................................................................................................................ 5Newsprint............................................................................................................................................... 5Participant’s Workbook.......................................................................................................................... 5Instructor Requirements......................................................................................................................... 6Instructor Responsibilities..................................................................................................................... 6Sponsor or Host Chapter Responsibilities............................................................................................. 7Course Participants................................................................................................................................ 8Course Documentation.......................................................................................................................... 8 .PART 2: Course ContentIntroduction.................................................................................................................................. I-1Instructor Introductions. ........................................................................................................................ I-1 .Participant Introductions........................................................................................................................ I-2Course Objectives.................................................................................................................................. I-2Course Overview................................................................................................................................... I-3Participant’s Workbook.......................................................................................................................... 1-4Segment 1: Overview of Client Casework................................................................ 1-1Objectives.............................................................................................................................................. 1-1The Disaster Services Human Resources (DSHR) System................................................................... 1-2DSHR Positions..................................................................................................................................... 1-2Individual Client Services Group.......................................................................................................... 1-3 .DSCLS202A iiiAugust 2006
  5. 5. Table of ContentsThe Role of Client Casework. ............................................................................................................... 1-5 .The Responsibilities of Client Casework. ............................................................................................. 1-5 .The Commitment and Values of Client Casework. ............................................................................... 1-6 .Addressing Disaster-caused Emergency Needs..................................................................................... 1-10Providing Standardized Assistance........................................................................................................ 1-11Welfare Information and Family Reunification..................................................................................... 1-13Collaboration between DSHR Groups and Activities. .......................................................................... 1-14 .Summary................................................................................................................................................ 1-15Segment 2: The Interview. ................................................................................................... 2-1Objectives.............................................................................................................................................. 2-1Introduction........................................................................................................................................... 2-1Conducting Effective Interviews........................................................................................................... 2-2Providing Assistance.............................................................................................................................. 2-6Documenting the Interview and Assistance Provided........................................................................... 2-9Client Assistance System....................................................................................................................... 2-9Completing a Disaster Registration and Case Record (Form 901)....................................................... 2-10Forms Used with Form 901................................................................................................................... 2-20Client Assistance Cards ........................................................................................................................ 2-22Disbursing Orders (Form 140C) .......................................................................................................... 2-28Issuing Disbursing Orders..................................................................................................................... 2-29Voiding and Cancelling Disbursing Orders........................................................................................... 2-32Segment 3: Assignment Settings....................................................................................... 3-1Objectives.............................................................................................................................................. 3-1Introduction............................................................................................................................................ 3-1Office Settings....................................................................................................................................... 3-1 .Field Settings......................................................................................................................................... 3-3Shelters.................................................................................................................................................. 3-4 .iv Client Casework: Providing Emergency Assistance Instructor’s Manual
  6. 6. Table of ContentsSegment 5: Let’s Get Started............................................................................................5-1Objectives.............................................................................................................................................5-1Introduction...........................................................................................................................................5-1Developing an Action Plan...................................................................................................................5-1Getting Involved...................................................................................................................................5-2Next Steps.............................................................................................................................................5-2Summary...............................................................................................................................................5-3PART 3: Instructor ResourcesA. Course Materials List..................................................................................................................... IR-3B. Course Schedule . .......................................................................................................................... IR-5C. PowerPoint Presentation................................................................................................................ IR-7D. Suggested Newsprints.................................................................................................................... IR-55E. DSHR Groups and Activities Chart............................................................................................... IR-57 .F. Participant Resources...................................................................................................................... IR-59DSCLS202A August 2006
  7. 7. AcknowledgementsThis course and the accompanying materials for Client Casework: Providing Emergency Assistancewere developed through the dedicated combined efforts of many American Red Cross employees andvolunteers. The supportive, technical and creative suggestions from a number of individuals made theseprint materials possible.Responsible for the instructional design and writing of this course and accompanying materials wereNancy Edmonds, Senior Associate and S. Elizabeth White, Senior Consultant of the Learning andDevelopment unit, Training Development and Delivery, American Red Cross, Washington, DC. Thefollowing American Red Cross volunteers and employees were responsible for the technical input andguidance: Jack Ferguson, Volunteer, Dallas Area Chapter, Dallas, TX; Joni Eaton, Volunteer, SoutheastLouisiana Chapter, New Orleans, LA; Janet Lee Hensley, Volunteer, Centennial Chapter, Fort Collins,CO; Chris Manning, Volunteer, San Diego Imperial Counties Chapter, San Diego, CA; Charlotte Simp-son, Volunteer, Madison-Marshall County Chapter, Huntsville, AL; Norma Crowder, Senior Associateand Charade Jackson, Associate, of Individual Client Services, American Red Cross National Headquar-ters, Washington, DC.vi Client Casework: Providing Emergency Assistance Instructor’s Manual
  8. 8. About This Course ..................................................................................Course PurposeThe purpose of this basic Disaster Services’ course is to prepare Red Cross volunteers and employeesto perform the tasks of an Individual Client Services Client Casework Service Associate (CLS/CC/SA)on chapter, multi-chapter and national disaster operations. The focus of this course is on the commonsystems, processes and terminology that enable the Red Cross to provide efficient and effective servicedelivery to individuals and communities affected by disaster, using disaster workers who have notworked together previously.This course provides the learner with the essential skills and information needed to conduct clientcasework. This includes the correct application of the principle methods and tools used by the RedCross to conduct Client Casework, with one important the exception—the web-based Client AssistanceSystem (CAS). The limitations of time and available computers in sufficient quantities to accommodateall participants do not allow you to teach how to use the Client Assistance System during this course.However, because the Client Assistance System is now the standard method of documenting, issuingand reporting Red Cross assistance for clients, it is important that you and the course participants enrollin a CAS class as soon as possible. The chapter training administrator can provide information aboutfuture intructor-led or online courses that are available. All Red Cross Client Caseworkers and ClientCasework Supervisors must be CAS proficient!The course content is structured to ensure a meaningful learning experience that will prepare RedCross volunteers and employees to work in concert with our disaster clients and in collaboration withother agencies to ensure the client’s immediate emergency disaster-caused needs are met. Where it isimportant that client caseworkers know how to provide Red Cross financial assistance competently usingthe appropriate tools and resources, it is just as important that they have an appreciation for the value of“soft” assistance in the client’s recovery process. Working collaboratively with our community partnershelps to ensure a coordinated response and results in more effective service delivery to the disaster-affected members of the community.This course is NOT intended to prepare participants to function as a member of the chapter DisasterAction Team (DAT). Rather in order to maintain a uniformly trained workforce, the emphasis remainsfocused on the procedures used on disaster relief operations. So as not to confuse the learners, it isrecommended that chapter-specific procedures used during DAT responses be taught at a different time,such as when conducting the chapter’s program for orienting DAT members.DSCLS202A August 2006
  9. 9. About This Course ..................................................................................Course ObjectivesAs a result of this training you will be able to— ■ Demonstrate the skills needed to perform an effective client interview. ■ Identify and demonstrate the correct use of the basic forms and tools needed to provide assistance to clients on chapter, multi-chapter and national disaster relief operations. ■ Make appropriate decisions regarding the use of Red Cross resources and agency referrals when providing assistance to clients.Course DesignThis course consists of a series of instructor and video presentations coupled with interactive discussionswhich are designed to support participants learning of the key concepts, knowledge and skills requiredof anyone who conducts Red Cross Client Casework. The instructor is encouraged to convey the coursecontent in a straight-forward manner using the key points provided in the instructor’s manual and, to theextent possible, provide relevant examples from your own experience which support the principles beingtaught.Because a considerable part of learning to conduct Red Cross client casework is experiential, the courseculminates in a Skills Drill which provides participants with an opportunity to apply the basic conceptsto a real world example involving a family who has been displaced from their home as a result of adisaster. Because the example reflects many of the “work-related” challenges experienced by clientcaseworkers, it provides ample opportunity for all course participants to experience conducting a clientinterview and providing the appropriate “soft” and “hard” assistance necessary to help the family begintheir recovery. Therefore, it is important that instructors conduct the Drill in its entirety allowing theexercise the full amount of time allotted in the course schedule.Course OverviewThis course is divided into five segments: ■ Segment 1: Overview of Client Casework - Introduces the learner to the roles and responsibilities of the Red Cross Client Caseworker and the Disaster Services Human Resource System within which they will work. ■ Segment 2: The Interview - Presents the essential skills used to conduct effective client casework interviews and describes the means by which client caseworkers will assist clients. Because Red Cross Client Caseworkers interact with members of the community, they represent our organization to the public we serve. Because of this important role, a renewed emphasis is placed on the importance of the Red Cross Client Casework: Providing Emergency Assistance Instructor’s Manual
  10. 10. About This Course .................................................................................. Values and Guiding Behaviors, the Client Casework Commitment and Values and the Concern Connection Line. ■ Segment 3: Assignment Settings - Provides an orientation to the work settings client caseworkers are assigned. ■ Segment 4: Skills Drill - Provides an opportunity to apply the information and skills learned to a real-world example of a client case. During this role-play exercise, the participant will interview and provide assistance to George and Edith Robinson who have been affected by a disaster, using the tools and resources learned about during the course. ■ Segment 5: Let’s Get Started - Provides the information needed to get started as a client caseworker in the local chapter.Each segment begins with a video introducing the segment content. The video shows caseworkersperforming interviews with clients. The interviewers also share their experiences with the audience.Please note that the video has not yet been updated to the terminology of the new Disaster ServicesHuman Resources System and therefore does not in all cases match the terms presented in theparticipant’s workbook. It is important that you point out these differences when this is the case.However, avoid lengthy explanations of the meaning of outdated terms. Instead, focus on the newterminology the participants are to learn.Course ScheduleThis course consists of 7.5 hours of instruction, including two fifteen-minute breaks and a one-hourlunch, to comprise a 9-hour training day. Attendance for the entire time and active participation in classdiscussions and activities is required by all participants. A breakdown of the time allotment for eachsegment of the course is provided in Instructor Resource B.Course Materials and SuppliesWhen you prepare to teach this course, review the course content in its entirety as there are a number ofupdated procedural changes reflected in the course content. As a matter of practice, instructors shouldalways check CrossNet to determine whether there are any additional changes which may need to beincluded in the course.The sponsoring Red Cross unit will provide much of your supplies and equipment, but you and yourco-instructor will need to ensure everything is in order prior to your scheduled class. Use the CourseMaterials List on page IR-3 in Instructor Resource A as a reference.DSCLS202A August 2006
  11. 11. About This Course ..................................................................................Instructor’s ManualThe Client Casework: Providing Emergency Assistance Instructor’s Manual provides the course contentand methods of instruction as well as identifies the accompanying resources to be used during theinstruction.The manual is divided into three sections. This section, About This Course, provides an overview ofthe learning experience and all of its component parts. The main body of the manual, the IntroductionSegment through Segment 5, contains the learning objectives for each lesson, the key points to beconveyed to participants during the instruction and helpful notations which alert the instructor to certainaspects of the course content or activities. The Instructor Resources provide reference materials tosupport you in the preparation and delivery of the course. A copy of the Participant Resources are alsoincluded at the back of this section, in Instructor Resource F.The right column of the Course Content section consists of the key points to be conveyed during theinstruction. Where appropriate, you may want to change the statements to better suit your presentationstyle or the classroom situation, but be sure to stay within the context of the material and the frameworkof the learning methods.NOTE: You will also find instructor notes presented in italics in the right column. Examples of thesenotes include prompts for questions and instructions for an exercise or activity. Instructor notes will alsoserve to emphasize points to convey that may not otherwise be obvious or prompt you to reinforce keycontent at the appropriate time. These notes are provided to assist you in with course delivery and arenot intended to be presented to participants.The left column uses icons to indicate the methods of instruction to be used or the resources availableto support a particular part of the lesson. Present the content using lecturettes unless an icon indicatesotherwise. Typical icons are presented at the top of the next page. Client Casework: Providing Emergency Assistance Instructor’s Manual
  12. 12. About This Course .................................................................................. Refer to Record Notes Refer to an Ask a Participant’s Record in Participant’s Instructor questions Workbook participant Workbook Resource responses on newsprint Play video Provide a Conduct an Show slide Take a break handout activityPowerPoint PresentationThis course uses a PowerPoint Presentation designed for use with this course. Copies of the PowerPointslides can be found in Instructor Resource C at the back of this manual. The PowerPoint presentationfile can be found on the Client Casework: Providing Emergency Assistance course CD-ROM, whichis available from the General Supply Division (GSD). The PowerPoint file can also be located on theCrossNet Disaster Training page under the course title, along with other information about pertaining tothe this course.If instructors would like to use the PowerPoint presentation but are restricted to the use of overheadtransparencies, the PowerPoint slides may be printed directly to transparency film. Follow theinstructions on the course CD-ROM to determine the most effective method to use to obtain the bestquality output.NewsprintAt times you will be prompted to record participant responses on newsprint. When temporary newsprintis to be used you will see the “newsprint” icon in the left column. These newsprint sheets can beprepared ahead of time. The text headings are shown in Instructor Resource D.Participant’s WorkbookThe Client Casework: Providing Emergency Assistance Participant’s Workbook is divided into threesections: About This Course, the course content (Segments 1-5) and the Participant Resources. AboutThis Course provides the learner with an overview of the learning experience. Segments 1 through5 provide the “meat” of the course content presented in a logical learning sequence. The ParticipantDSCLS202A August 2006
  13. 13. About This Course ..................................................................................Resources provide samples of completed forms, sample narrative statements and additional informationabout Welfare Information and the Client Assistance System (CAS) the participant will be sure to finduseful.Part of your role as an instructor is to focus participants on those features of the workbook providedto support learning during the course. Participants should be informed that they need not attempt toread every page while you are instructing. All course content, except that which they generate throughactivities and discussion, has been detailed for their future reference.Because the workbook contains the essential information and resources needed to perform effectiveclient interviews and provide assistance to clients, as well as provides sufficient space for participants totake notes, it will prove to be a useful field guide. New client caseworkers will benefit from having thisworkbook with them to refer to when conducting client casework. You should encourage them to make ita part of their personal client casework “toolbox.”Instructor RequirementsThis training course is to be taught by a team of authorized Disaster Services instructors who have recentexperience in providing emergency assistance to families on a chapter-level disaster or larger. The levelof experience must be sufficient to accurately convey the course content, provide relevant examples andanswer the participants’ questions.Instructors must be familiar with the— ■ Current Client Casework disaster regulations and procedures. ■ Red Cross agreements with other agencies that provide disaster relief. ■ Disaster plan of the local service delivery unit.The concepts addressed by this course can only be placed in the necessary and relevant Disaster Servicescontext by instructors possessing direct personal experience pertaining to conducting Red Cross clientcasework and coordinating with our Red Cross community partners and other agencies to ensure theimmediate emergency disaster-caused needs of our clients are met.Instructor ResponsibilitiesYour responsibilities as an authorized Client Casework: Providing Emergency Assistance instructor areto— ■ Be familiar with instructor and participant course training materials, and effectively use them to enhance learning. ■ Plan, coordinate and manage the course with the sponsoring Red Cross unit. ■ Request and review the completed Application for Training (Form 5898H) for Client Casework: Providing Emergency Assistance Instructor’s Manual
  14. 14. About This Course .................................................................................. participants to identify their experience level (learning needs) and ensure they meet the course pre-requisites. ■ Inform participants of the course purpose and how it relates to the requirements for participation in the DSHR System and local chapter activities. ■ Create a positive and supportive environment conducive to the participant’s achievement of course objectives. ■ Adapt your teaching style and methods to the knowledge, experience and needs of participants. ■ Be prepared to answer questions; however, do not attempt to discuss content with which you are unfamiliar. Be willing to solicit input from participants on those questions where the participants may have greater technical knowledge than you. For example, questions about Health Services or Disaster Mental Health may be answered more effectively by another participant with first-hand knowledge and experience of such. Additionally, record all such questions to which there is no known answer, seek out the correct response and then follow-up with participants to share it. ■ Issue course completion certificates. ■ Submit completed course records and reports to the sponsoring Red Cross unit within the required time.Client Casework Instructors should also be familiar with the guidance and procedural documents thatapply to Individual Client Services Group and the Client Casework Activity. Instructors are responsiblefor keeping their knowledge up to date by routinely visiting CrossNet to review new information whichis made available.Sponsor or Host Chapter ResponsibilitiesThe sponsor or host chapter plays an important role in ensuring participants have a positive learningexperience and are able to transfer their learning to the field work they conduct on the chapter’s behalf.Course sponsors are responsible for— ■ Collecting and approving the participants’ submitted Applications for Training (Form 5898H), ensuring course pre-requisites are met and the applications are easily accessible for instructors to review prior to the training. ■ Providing the instructional materials outlined in the Course Materials List in Instructor Resource A on page IR-3.DSCLS202A August 2006
  15. 15. About This Course .................................................................................. ■ Providing adequate classroom space, materials and supplies. ■ Arranging for provision of audiovisual equipment to support the use of the course PowerPoint Presentation. ■ Identifying instructors who meet the criteria for conducting the course. ■ Monitoring participant feedback.Course ParticipantsParticipants will be volunteers and employees with an interest in working directly with clients to meettheir immediate, emergency disaster-caused needs. These may be client caseworkers, Health Servicesworkers, Disaster Mental Health workers or Response Center Enterprise Call Agents who work with theclients that contact the 1-800-GET-INFO phone line. Others who may demonstrate an interest in takingthis course are those who require an understanding of the Client Casework process, to include anyone inOperations Management or in Financial Statistical Information Management.Instructors should be aware of the potential for varying levels of experience among participants and,to the extent possible, be prepared to make the course content relevant to all learners. Participantsmay be taking the course with as little experience as Fulfilling Our Mission or possess many years ofexperience, albeit in a different activity. Instructors should carefully review the Application for Training:Disaster Training System (F5898H) when available and listen closely to participants’ responses duringthe introduction exercise to assess experience levels. This way, experienced participants may be spreadevenly throughout the class, maximizing the learning benefit for all less experienced participants.Course participants should be encouraged to apply their new knowledge and skills as soon as possiblefollowing the training in order to enhance retention. Any DSHR System member should complete ClientAssistance System training through their local chapter prior to deployment.Course DocumentationSponsoring chapters will acknowledge a participant’s completion of this training by issuing Cert. 108Afor Client Casework: Providing Emergency Assistance (DSCLS202A).Instructors are required to submit a completed Course Record Addendum (F6418AR) and InstructorReport: Disaster Training System (F5898A) to the sponsoring red Cross unit. It is recommended thatinstructors complete the Instructor Self-Assessment and Development (F5898J) as well. Client Casework: Providing Emergency Assistance Instructor’s Manual
  16. 16. Introduction .................................................................................. Time: 20 minutes Instructor Introductions Welcome to Client Casework: Providing Emergency Assistance. We are very happy to have you with us and want to thank you for coming today.Slide 1Welcome The Red Cross appreciates your interest in assisting clients through the casework process and we look forward to working with you. I am (_________________) and this is (Co-instructor) and we will be your instructors for this course today. Note: Record your name(s) on newsprint. Tell the class a little about yourself, such as your job, your time with the Red Cross, Disaster Action Team/DSHR experience and any other relevant information that may be of interest. GiveInstructors’ this a little thought. You want to make a good first impression on potential newNames volunteers and to set the stage for a successful learning experience. Housekeeping Items Note: Review specific housekeeping items with participants at this time. Be sureSlides 2Housekeeping to include the information below.Items Before we begin our class today I would like to go over some housekeeping items with you: ■ Location of rest rooms ■ Breaks ■ Lunch (places to eat) ■ Location of emergency exits, AED and first aid equipment ■ Cell phones/pagers ■ Sign-in procedures - Course Record Addendum (Form 6418A) ■ Course evaluation sheet ■ OtherDSCLS202A Intro-1August 2006
  17. 17. Introduction .................................................................................. Participant Introductions Now we would like to hear about you. Would you please introduce yourself by telling us your name; three facts about yourself and why you chose to take this Slide 3 Participant course. Include any Red Cross experience, if appropriate. Introductions Course Purpose The purpose of this basic Disaster Services course is to prepare you to perform the tasks of an Individual Client Services Client Casework Service Associate on a Slide 4 Course Purpose disaster relief operation. During this course, you will learn the essential skills and information needed to conduct client casework when providing assistance to individual clients. This Page 1 includes the correct application of the principle methods and tools used by the Red Cross to conduct Client Casework, with one important the exception—the web-based Client Assistance System (CAS). The limitations of time and available computers in sufficient quantities to accommodate all participants do not allow an opportunity to learn how to use the Client Assistance System during this course. However, because the Client Assistance System is now the standard method of documenting, issuing and reporting Red Cross assistance for clients, it is important that you enroll in a CAS class as soon as possible, if you have not already done so. Your chapter training administrator can link you to the intructor-led or online courses that are available. All Red Cross Client Caseworkers must be CAS proficient! This course is not intended to provide all of the details necessary for a participant to function as a member of a local Disaster Action Team (DAT). It is recommended that you participate in the program at your chapter for orienting DAT members. Course Objectives As a result of this training you will be able to— ■ Demonstrate the skills needed to perform an effective client Slide 5 interview. Course ObjectivesIntro-2 Client Casework: Providing Emergency Assistance Instructor’s Manual
  18. 18. Introduction .................................................................................. ■ Identify and demonstrate the correct use of the basic forms and tools needed to provide assistance to clients on chapter, multi- chapter and national disaster relief operations. ■ Make appropriate decisions regarding the use of Red Cross resources and agency referrals when providing assistance to clients. Course Overview This course consists of seven hours of instruction to comprise an 8-hour training day. Your attendance and participation for the entire time is required. Slide 6 Course Overview The course is divided into five segments. These segments are: ■ Segment 1: Overview of Client Casework - Introduces you to the role of the caseworker and the Red Cross system within which you will work. Page iii - iv ■ Segment 2: The Interview - Presents the essential skills of the casework interview process and the means by which you will provide assistance. ■ Segment 3: Assignment Settings - Provides an orientation of the settings in which you will work. ■ Segment 4: Skills Drill - Provides an opportunity for you to apply the information and skills you’ve learned in a real-world context. ■ Segment 5: Let’s Get Started - Provides you with the information you will need to get started as a Client Caseworker in your local chapter. Each segment begins with a video introducing the segment content. The video shows caseworkers performing interviews with clients. In some instances, the interviewers also share their experiences with us. Please note that the video has not yet been updated to the terminology of the new DSHR System. The terminology you hear in the video may not match the terms in your workbook. We will draw your attention to these terms.DSCLS202A Intro-3August 2006
  19. 19. Introduction .................................................................................. During the first part of the course, Segments 1-3, we will focus on the basics—the essential knowledge, skills and abilities you will need to demonstrate when working as a Red Cross Client Caseworker. During Segment 4, you will have an opportunity to assume the role of a client caseworker during a role play exercise. During this part of the course you will practice your interview skills, document the client’s information, determine what assistance is needed and complete the process for providing it. Participant’s Workbook The Client Casework: Providing Emergency Assistance Participant’s Workbook is organized to follow the course flow. It also contains the essential information you Slide 7 Participant’s will need when conducting client casework. Workbook Each segment includes space for you to take notes during the videos and at other times during the course to support your learning. It is yours to keep. Page 1-1 Toward the back of your workbook, you will find a set of Participant Resources. These resources contain samples of properly completed forms and other useful documents. Participant Resources Page A-1 Because your workbook contains the essential information you will need when conducting client casework, it will make a useful field guide. You will benefit from having it with you when conducting client casework to use as a reference. We cannot possibly tell you everything there is to know about performing in the role of a client caseworker. You will continue to learn as you gain experience. Although the essential client casework knowledge and skills are the same, sometimes your supervisor will instruct you to conduct the process a little differently. For instance, when working on a disaster relief operation—commonly referred to as a DRO—you may be instructed to use a different form, to conduct a procedure a little differently or to share specific information with the clients. That is why during this course we will frequently remind you to check with your supervisor.Intro-4 Client Casework: Providing Emergency Assistance Instructor’s Manual
  20. 20. 1 Overview of Client CaseworkSegment .................................................................................. You will be advised to take additional training after completing this course. For instance, where this course focuses on the basics of providing client assistance, other training may focus on the tools you will use to provide it. Taking Client Assistance System training is a good example of tools training you must learn to be a client caseworker. You may also be asked to take training once you arrive on a disaster relief operation. Each disaster relief operation often has unique aspects depending on what is required to meet the needs of the affected community. When you are asked to take additional training, it is important that you be flexible and open-minded.DSCLS202A Intro-5August 2006
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  22. 22. 1 Overview of Client CaseworkSegment .................................................................................. Time: 70 minutes (includes a 15-minute break) Objectives After completing this segment the participants will be able to— ■ Identify the role of the Client Caseworker within the Disaster Services Human Resource System. ■ Identify six values of Client Casework that enable the Red Cross to provide quality service. ■ Identify the ways in which Client Casework Activity provide emergency assistance to disaster-affected individuals. Introduction In this segment of the course, we will look at the role of the Red Cross Client Caseworker in a disaster and how emergency assistance is provided to the clients. During this first segment you will see and hear a client tell the story of a disaster that affected his family and how they began their recovery. This video will refer to five “direct services”. The Red Cross still provides these services, however, no longer refers to them using this term. We will discuss these terms and any additional ones after the video. Page 1-1 Note: Show Segment 1 of the video, “Overview of Client Casework”. After viewing the video, explain that the Red Cross no longer provides all the assistance Arturo receives in this video. The Red Cross works closely with our community Segment 1: partners to meet the emergency, disaster-caused needs of those residing in the Overview of Client Casework affected area. It is important that we do not duplicate services whenever possible. (8:00) Reinforce the importance of— ■ Working with the client to determine how best to meet their needs. ■ Consistency with the assistance Red Cross provides. Ask: What questions might you have at this point? Note: Pause and respond to participant’s questions.DSCLS202A 1-1August 2006
  23. 23. 1 Overview of Client CaseworkSegment .................................................................................. Disaster Services Human Resources (DSHR) System Slide 8 The American Red Cross manages its disaster-related human resources needs DSHR System through the Disaster Services Human Resource (DSHR) System. There are three key terms with which you will want to become familiar: groups, activities and tasks. The DSHR System is divided into seven groups, which are organized by the constituents each serves. Slide 9 Activities are the main actions conducted by those within each group. DSHR Groups, Activities and Tasks are the specific jobs that need to be performed within each activity. Tasks The DSHR Groups and the Activities within each are detailed on the chart on page 1-3 of your workbook. Page 1-3 DSHR System Positions There are four positions within each DSHR System group: Slide 10 ■ Service Associate DSHR Positions ■ Supervisor ■ Manager ■ Administrator Service Associates perform basic services within the DSHR Group. Service Associates are often the first person to interact with individuals affected by a disaster. Supervisors oversee a work unit composed of service associates. Supervisors are familiar with the activities and tasks performed by the unit staff and are able to answer questions on a day-to-day basis. Managers oversee the work of the supervisors and are the subject matter experts within the group or specific activity within the group.1-2 Client Casework: Providing Emergency Assistance Instructor’s Manual
  24. 24. 1 Overview of Client CaseworkSegment .................................................................................. Administrators are responsible for leading the DSHR Group. Administrators must have extensive supervisory and leadership experience and be able to work as part of the operations management team providing oversight of the disaster relief operation. Note: Refer participants to Section 3.1 of the American Red Cross DSHR System Handbook to learn more about these positions. Individual Client Services Group The Individual Client Services Group is responsible for providing financial, counseling and health-related services to individuals affected by a disaster. It uses Slide 11 Individual Client the casework process to do so. Services Group The group consists of four activities: Client Casework, Welfare Information, Health Services and Disaster Mental Health. The chart in your workbook on page 1-4 outlines the responsibilities of each. Page 1-4 Note: Briefly review the descriptions of each activity listed on page 1-4 in the participant’s workbook. Respond to any questions participants may have. Client Casework Activity: ■ Helps identify and meet immediate, disaster-caused individual needs by providing emergency assistance. Slide 12 Client Casework ■ Provides recovery planning and assistance that addresses a client’s Activity longer-term needs. ■ Assistance may be provided in two forms: – “Soft” (intangible; e.g., listening, guidance, advocacy, etc.) – “Hard” (tangible; e.g., sheltering, feeding, personal care items, limited financial assistance, etc.) Welfare Information Activity: ■ Works in partnership with Client Casework, Health Services and Slide 13 Disaster Mental Health to meet the family “linking” needs of Welfare vulnerable populations, such as children, the elderly and those with Information Activity special medical or mental health needs.DSCLS202A 1-3August 2006
  25. 25. 1 Overview of Client CaseworkSegment .................................................................................. ■ Uses tools, such as the Red Cross Safe and Well Web Site, to assist individuals inside the disaster-affected area contact their loved ones. ■ Provides guidance and family linking resources to chapters so they may assist callers from outside the affected area who inquire about family members or loved ones inside the affected area. Note: We will talk more about Welfare Information and the Safe and Well Web Site in a few minutes. ■ Provides guidance and family linking resources to chapters so they may assist callers from outside the affected area to inquire about family members or loved ones who are inside the affected area.. Slide 14 Health Services Health Services Activity: Activity ■ Provides Red Cross Health Services to clients on disaster relief operations of all sizes. ■ Assists clients in meeting individual or family health needs, such as lost medications, eyeglasses, dentures, and health equipment. ■ Provides basic health services in Red Cross shelters and other service delivery sites. ■ Supports Staff Health in providing care for volunteer and paid staff assigned anywhere on a disaster relief operation. Slide 15 Disaster Mental Disaster Mental Health Activity: Health Activity ■ Delivers Red Cross Disaster Mental Health to clients. ■ Works with and assists local community mental health providers to meet the emotional needs of the affected individual, families, and communities. ■ Identifies and meets the disaster-related mental health needs of disaster workers.1-4 Client Casework: Providing Emergency Assistance Instructor’s Manual
  26. 26. 1 Overview of Client CaseworkSegment .................................................................................. The Role of Client Casework As you saw in the video, when disaster strikes, individuals and families may not Slide 16 have the resources available to begin their recovery and are unable to resume a Role of Client more normal state of living. Casework Client Casework is the activity within the Individual Client Services Group that provides immediate emergency assistance to those individuals who are impacted by any type of disaster. Client Caseworkers respond to single-family home incidents as part of a chapter’s Disaster Action Team (DAT) as well as to major events, including catastrophic incidents. Client Caseworkers provide two forms of assistance: ■ Hard assistance ■ Soft assistance Hard assistance is tangible. Examples of hard assistance include mass sheltering, feeding and the bulk distribution of personal care and clean-up items. Hard assistance provided by client caseworkers includes the limited emergency financial assistance that helps clients to purchase the items they need to begin their recovery. Soft assistance is less tangible, but no less important. Examples of soft assistance include listening, guidance, providing information, advocacy, counseling and referrals. The Responsibilities of Client Casework The Red Cross is responsible for working with individuals and families to address their disaster-caused emergency needs. In doing so, the Red Cross Slide 17 Responsibilities of considers the emotional, physical, and material needs created or aggravated by the Client Casework disaster and provides the assistance that is essential to the individual’s or family’s continuing recovery. Note: Refer participants to page 1-5 of their workbook. Page 1-5DSCLS202A 1-5August 2006
  27. 27. 1 Overview of Client CaseworkSegment .................................................................................. Client Casework interviewers meet with families to identify their immediate disaster-caused needs. The interviewer may help the family by— ■ Listening actively to the client’s story. ■ Providing needed assistance. The assistance provided may be a combination of: ■ Providing financial assistance. ■ Making appropriate internal referrals to health or mental health services. ■ Making appropriate external referrals to the services of other agencies. ■ Directing the client towards Red Cross Mass Care assistance. ■ Providing Welfare Information and other accurate information that assists the client’s recovery. A Client Caseworker is expected to perform these responsibilities both competently and sensitively. However, the responsibilities of the Red Cross Client Caseworker do not stop here. When you represent the Red Cross you must conduct yourself in a manner that reflects the commitment and values of the organization you now represent. In Slide 18 Representing the the eyes of everyone you encounter as a Client Caseworker, you are the Red Red Cross Cross! The Commitment and Values of Client Casework The Red Cross Fundamental Principles and its Core Values and Guiding Behaviors form the foundation for the commitment and values of Client Casework, so it is important to know what they are. Let’s take a few minutes to review our organization’s Core Values and Guiding Behaviors. Note: Ask participants to turn to Participant Resource G-1 at the back of the workbook and take a few minutes to review the content. Participant Resource G Page G-11-6 Client Casework: Providing Emergency Assistance Instructor’s Manual
  28. 28. 1 Overview of Client CaseworkSegment .................................................................................. The purpose of the Client Casework Activity is summarized by the commitment statement at the top of the second paragraph on page 1-6: Slide 19 Client Casework “...to support individuals and families in the recovery process by addressing their Commitment immediate disaster-caused emergency needs.” Values To meet this commitment, Client Casework interviewers must make every effort to incorporate these six values into the interview process: Note: Ask participants to turn to page 1-6 of their workbook. Ask the class to identify why each of the following values is important. Provide further explanation as necessary, using the content below each value. Page 1-6 ■ Respect all clients - Treat all clients the way that you would want to be treated. The Red Cross values diversity and differing cultures among all clients. Privacy is another aspect of respect. We do not share information with other agencies about our clients unless the client signs a Release of Confidential Information. ■ Promote the client’s best interest - The interviewer’s responsibility is to provide the client with all resources and referrals that benefit the client’s own recovery on the basis of their individual needs. The interviewer and client work as a team to determine and develop a list of the client’s immediate needs. These needs are matched with the best assistance for the client. ■ Obtain and provide accurate information - It is the interviewer’s responsibility to be familiar with all information helpful to the client’s recovery. It is also important that this information is communicated accurately to the client. If you are uncertain about the information, ask your supervisor for clarification before sharing it with the client. ■ Provide standardized assistance - Each individual is provided with relief supplies, items of assistance, and/or services that are similar in quantity, quality, and type with variations only on theDSCLS202A 1-7August 2006
  29. 29. 1 Overview of Client CaseworkSegment .................................................................................. basis of need and family composition. For example, we do not send one family to a church to receive used clothing and then provide the next family with the financial means to buy new clothing. A referral should not be used in lieu of services that would normally be provided by the Red Cross, e.g., clothing and food, but may be used in conjunction with our financial assistance. ■ Identify and use resources wisely - We are not a government agency—all of our resources come from donated dollars. Therefore, it is important to be good stewards of the donated dollar by identifying the best resources and matching them with the needs of the family. While it is important to provide the client standardized assistance, it is equally important to tell the client which needs may be beyond the scope of Red Cross assistance. The client should be referred to other agencies for assistance in these areas. ■ Work as a team - You will work as a team with the client and the other internal Individual Client Services and external workers to assist the client. Treat your co-workers with the same respect that you give the client. Go out of your way to smile and be friendly to co-workers who may also be under stress and working long hours. By implementing these values in your work you will ensure the professional image and positive reputation of the American Red Cross is protected. Remember, to the client you are the Red Cross! We will be referring back to the commitment and values statements throughout the course. Think back to what you saw in the video. Let us discuss how the Client Casework interviewers fulfilled the Client Casework Commitment and Values. Ask: Can someone define the term “immediate need?” Note: Allow time for participants to answer the question. Bring out the point that immediate needs are items necessary to maintain a client’s safety, security1-8 Client Casework: Providing Emergency Assistance Instructor’s Manual
  30. 30. 1 Overview of Client CaseworkSegment .................................................................................. and basic sanitary requirements (e.g., potable water, toiletries, etc.). After the discussion, refer participants to page 1-8 of their workbook for a list of immediate needs that are covered under the category of “immediate emergency Page 1-8 assistance.” Ask: What type of needs did the family have? Note: Create two columns. Record participant responses to this question about “needs in the left column. Leave space in between each item to allow room to write next to it. Bring out these “needs” if participants do not: ■ Someone to listen to their story Needs (Right Column) ■ Housing/Shelter ■ Clothing ■ Toiletries ■ Food Note: Explain that cooking and eating utensils are no longer provided by the Red Cross. Toiletries (comfort kits) are provided in the form of a bulk item. Ask: How did the Client Caseworkers support the family’s recovery? Note: Record their answers to this question about assistance in the right column. Try to align the assistance with the corresponding need on the left. Bring out if participants do not: ■ Financial assistance (Client Assistance Cards Disbursing Assistance (Left Column) Orders) ■ Referrals (to government agencies, volunteer agencies, etc.) All Red Cross assistance is free. It is a gift of the American people through their generous donations of money, goods and time. No repayment or reimbursement for any assistance provided by the Red Cross is sought or knowingly accepted.DSCLS202A 1-9August 2006
  31. 31. 1 Overview of Client CaseworkSegment .................................................................................. Red Cross Code of Conduct So it is understandable that the American public has high expectations for the American Red Cross and of anyone who wears its emblem. Our Fundamental Principles bring us together with a common purpose and the Red Cross values provide the foundation for standards of ethical behavior. Each of us is responsible for upholding the organization’s values in all our actions as well as adhering to the Red Cross Code of Conduct. Anyone who works on behalf of the Red Cross is expected to sign a Code of Conduct. Concern Connection Line It is everyone’s job to be a protector of our Red Cross values. This responsibility extends to the prompt reporting of any fraud, waste, abuse or other ethical Slide 21 Concern concerns that may compromise our values or diminish the trust of the American Connection Line people. The Concern Connect Line is a 24-hour, anonymous, confidential toll-free number. It is available to employees, volunteers and members of the general public for reporting for reporting concerns about illegal, unsafe or unethical conduct. It is staffed by independent, third-party communications specialists, not Red Cross employees. Addressing Disaster-Caused Emergency Needs The Client Casework interviewer’s main job is to help bridge the gap between what each individual or family is able to accomplish alone and what is actually Slide 22 Addressing needed to get them to resume a more normal life. We obtain this information by Disaster Needs interviewing the client. As a not-for-profit organization, we must ensure that we use the donated dollars entrusted to us wisely. To fulfill this responsibility, it is very important that we verify the following information before providing assistance: ■ Client identification: Individuals and families requesting emergency assistance are required to provide identification that1-10 Client Casework: Providing Emergency Assistance Instructor’s Manual
  32. 32. 1 Overview of Client CaseworkSegment .................................................................................. proves they resided in the affected area at the time the disaster struck. ■ Disaster-caused needs: Emergency assistance is given for items of legitimate disaster-caused or -aggravated needs — not for preexisting conditions. If you have any questions about disaster-caused or aggravated needs and pre- existing conditions, consult your supervisor. Once the needs are verified, the Red Cross then gives assistance for items that address a client’s immediate needs. Immediate emergency assistance is designed to make sure clients have— ■ Two sets of clothing (including what they are wearing). ■ Something to eat. ■ A safe, dry place to sleep. ■ Something on which to sleep. ■ Basic critical medical needs met. ■ A short-term and a long-term recovery plan. It is important to remember that emergency assistance is not designed to replace all of the client’s losses. It is designed to meet the client’s immediate emergency needs. Providing Standardized Assistance By providing standardized assistance, we help ensure that all clients have access to the resources necessary to begin recovery. This means that the Red Cross Slide 23 makes every effort to ensure all assistance and services are similar in quality, Providing Standardized quantity and types. In order to do so, the Red Cross takes into account the cultural Assistance and geographical differences in the affected area. In order to ensure standardized assistance, the Red Cross has developed a document titled Individual Client Casework Activity Handbook.. This serves as a Slide 24 Sample reference tool for the policies, procedures, and regulations within the Red Cross Standardized Individual Client Services that pertain to the Client Casework Activity. Price ListDSCLS202A 1-11August 2006
  33. 33. 1 Overview of Client CaseworkSegment .................................................................................. One important policy is that of providing standardized assistance to all clients. The Standardized Emergency Assistance Price List (or in a few cases, the local price list) provides specific guidance on the financial resources which can be provided to clients. Although the Standardized Emergency Assistance Price List may change, it remains the same in principle. Let’s now go over the current list to see what Red Handout: Cross assistance is now available. Standardized Price List Note: When you review the Standardized Price List, be sure to cover items and classifications. Briefly highlight and define the features of the price list, such as class of assistance. Explain that the price list used by chapters and on disaster relief operations may be different. The right side of the form contains the procedures for disbursing items of assistance. You are not expected to memorize these, and it is important to read the procedures each time you disburse an item. If a client has a disaster-caused need that is not addressed on the price list, the Red Cross still may be able to help. Speak with your supervisor about possible options for the client such as making a referral to another agency. There are a few things we need to remember about the Standardized Emergency Assistance Price List: ■ It is not a shopping list for the clients; they do not need to see it. ■ The interviewer and client must determine the immediate needs of the family and then, according to the need, disburse to the family the appropriate items to meet those needs. Ask: What questions do you have? Note: Pause and respond to participant’s questions.1-12 Client Casework: Providing Emergency Assistance Instructor’s Manual
  34. 34. 1 Overview of Client CaseworkSegment .................................................................................. Welfare Information and Family Reunification Helping family – members communicate with loved ones after a disaster has been Slide 25 an important service provided by the Red Cross for many years. The Red Cross Welfare will continue to concentrate its Welfare Information efforts on serving individuals Information Reunification and families within the disaster-affected areas, facilitating communication from inside the disaster-affected area to outside the affected area. To be most effective, this Welfare Information notification approach will require that everyone in the field during a disaster becomes a “de facto” welfare information agent—encouraging, reminding and tangibly helping clients to contact family and friends. As a Client Caseworker, your contact with clients within the affected area provides an opportunity to promote Welfare Information services. You can do so in three important ways: 1. Ask ■ Have you contacted your loved ones? ■ Do they know where you are? ■ Do they know what your plan is? 2. Offer ■ Can I help you contact your loved ones? ■ Would you like access to a phone? ■ Would you like access to register on the Red Cross Safe and Well Web Site? ■ Would you like Red Cross to contact your loved ones for you? 3. Connect ■ Provide cell phone access or direct client to nearest phone access. ■ Direct client to nearest web access ■ Provide client with reverse notification form (ARC 2079-1); collect and route form. The Red Cross Safe and Well Web Site provides a way for those who are affected Slide 26 Safe and Well Web by a disaster to notify loved ones of their whereabouts and their “safe and well” Site status. Clients can register themselves in the database by entering their personalDSCLS202A 1-13August 2006
  35. 35. 1 Overview of Client CaseworkSegment .................................................................................. information into a simple-to-use screen. Concerned family and friends can search for those who have registered themselves using either a pre-disaster phone number or address. Note: Refer participants to Participant Resource E beginning on page E-1 of their workbook for more information about Welfare Information and the Safe And Well Participant Web Site. Resource Page E-1 Collaboration with Other DSHR Groups and Activities Close coordination between activities from different DSHR groups allows us to Slide 27 Collaboration - provide seamless service delivery. In addition to the other CLS activities, you will Mass Care (MC) be closely involved with workers from Mass Care and Information Management Support Services. Mass Care (MC) The Mass Care group provides congregate services to communities as a whole. These services include the bulk distribution of supplies, sheltering and feeding. There are four activities within this group: ■ Bulk Distribution (BD) ■ Feeding (FF) ■ Sheltering (SH) ■ Community Programs Client caseworkers must stay current with what mass care services are being provided within the affected community and the points of service locations. Knowing this information allows you to provide accurate information to the clients with whom you work.1-14 Client Casework: Providing Emergency Assistance Instructor’s Manual
  36. 36. 1 Overview of Client CaseworkSegment .................................................................................. Information Management Support Services (IMS) The IMS group is responsible for gathering, processing and disseminating information about the scope and effectiveness of relief efforts conducted by the Slide 28 Collaboration Red Cross. There are four activities within IMS: - Information ■ Disaster Assessment (DA) Management Support (IMS) ■ Financial and Statistical Information Management (FSI) ■ Analysis and Planning (AP) ■ Information Dissemination (ID) You will work closely with FSI as they are responsible for tracking and accounting for the distribution of Client Assistant Cards and Disbursing Orders as well as ensuring these and the clients’ Case Records are kept in a secure location. Ask: What questions do you have? Note: Pause and respond to participants questions. Summary Now that you have learned about the role of Client Casework, its commitment and values, ways you can provide assistance that address the client’s needs, let’s see how conducting Client Casework brings all this information together to serve the client. Before we begin, we will take a 15-minute break. Break: 15 minutesDSCLS202A 1-15August 2006
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  38. 38. 2 The InterviewSegment .................................................................................. Time: 3 hours and 50 minutes (includes one 15-minute break and a 60-minute break for lunch.) Objectives After completing this segment the participants will be able to– ■ Explain how to conduct an effective client interview. ■ Explain how to document client information using the Disaster Registration and Case Record (Form 901) during the interview process. ■ Identify and complete the additional forms used in conjunction with the Disaster Registration and Case Record (Form 901). ■ Describe the process in which Client Assistance Cards and Disbursing Orders are issued to the client. PART 1 Time: 80 minutes (to include a 15 minute break) Introduction In Segment 2 of the video you will hear Client Casework interviewers describe the importance of the interview, the skills needed to interview clients, and the tools used to collect information and provide assistance. Page 2-1 provides space to take notes and jot down any questions you may have. Page 2-1 Note: Show Segment 2 of the video. Segment 2 “The Interview” (7:00) Ask: Are there any questions or comments about the video? Note: Pause and respond to participants’ questions.DSCLS202A 2-1August 2006
  39. 39. 2 The InterviewSegment .................................................................................. Conducting Effective Interviews As a Client Casework interviewer, you will be one the front-line workers who Slide 29 deal directly with the public. You will interview clients, determine the client’s Conducting needs and take steps to provide assistance. As an interviewer, your role in the Effective Interviews interview process includes— ■ Climate setting. ■ Listening and consoling. ■ Providing emergency financial assistance. ■ Providing information and referrals. Climate Setting Because an interview is often the first encounter a client has with the Red Cross, it is important that it is conducted in a professional and effective manner. To instill Slide 30 Climate Setting a sense of confidence in the client, you should always remember to— ■ Welcome the client warmly. ■ Treat the client with courtesy. ■ Speak softly and with a smile. ■ Tell the client that your conversation will be confidential. ■ Tell him or her the Red Cross is there to try to help them with their recovery. Listening and Consoling Listening with empathy to understand the client’s losses and needs is the first step to building a trusting relationship. Effective listening and consoling the client is Slide 31 Listening one of the most important services we provide. Consoling Active Listening Active listening is one of the most important skills we use in client casework. When practicing active listening you are focused on the person who is speaking in Slide 32 order to understand what he or she is saying. You should then be able to express, Active Listening in your own words, what the person said to his or her satisfaction.2-2 Client Casework: Providing Emergency Assistance Instructor’s Manual
  40. 40. 2 The InterviewSegment .................................................................................. Listening Challenges Many people think active listening is easy. In fact, active listening is one of the hardest skills to master. Some common listening challenges include: Slide 33 Listening ■ Not paying attention - Listeners may allow themselves to be Challenges distracted or to be thinking about something else. ■ Pseudo-listening - Listeners are thinking about something else, but deliberately try to look as though they are listening. An example is when you feel like you are looking right through the person. ■ Rehearsing - Some people listen until they want to say something; they stop listening, start rehearsing what they will say, and wait for an opportunity to respond. ■ Interrupting - The listener does not wait until the complete meaning can be determined, but interrupts the speaker so that the speaker stops in mid-sentence. ■ Hearing what is expected - People frequently think that they heard speakers say what they expected them to say. Effective Listening Skills These challenges can be overcome by first becoming aware of your own habits and then making a conscious effort to change them. The better listener you Slide 34 Effective Listening become, the easier the interview will be for both you and the client. We can become more effective listeners by practicing the suggestions located on page 2-3 in your workbook. ■ Minimizing distractions - You may conduct the interview in Page 2-3 less-than-ideal surroundings. There may be noise and distracting activity. Tuning out distractions is essential. ■ Focusing on the other person - Try to understand his or her viewpoint, assumptions, needs, and belief systems. ■ Paying attention to non-verbal language - A shrug, a smile, a nervous laugh, gestures, facial expressions, and body position speak volumes about how a person is feeling. Studies have shown that in many cases body language is more important than the actual words used in a conversation.DSCLS202A 2-3August 2006
  41. 41. 2 The InterviewSegment .................................................................................. ■ Asking questions that clarify what the speaker is saying - As an interviewer your role is to listen to the client’s story and provide assistance based on what he or she has said. Therefore, obtaining accurate information from the client is critical. By asking clarifying questions you can help the client to identify his or her needs and provide appropriate assistance. ■ Paraphrasing what the speaker has said - Using your own words, confirm what the client is saying by repeating what you heard. Ask the client if your statements are accurate. Showing Empathy A skill that goes hand-in-hand with listening is listening with empathy. During the interview it is important to stress to the client that you understand their Slide 35 Showing Empathy emotions and the challenges they face. Ask: What does empathy mean to you? Note: Discuss and record their answers on newsprint. After they have shared their answers, refer participants to page 2-3 of the workbook. “What does Empathy is the ability to respond to the client in a way that shows that you have empathy mean to you?” listened to and understood how he or she feels. To listen with empathy, you see the world from the other person’s point of view, rather than your own. Using the space provided on page 2-3 of your workbook, jot down a few examples of how you can show empathy for the client during the interview process. Page 2-3 Note: Ask the participants to share their answers. While interviewing, you will likely encounter a number of situations in which you may need to comfort the client. Acknowledging the client’s feelings and emotions by using the phrase “It sounds like you are very concerned about...” is a good way to show the client that you are in tune with his or her situation.2-4 Client Casework: Providing Emergency Assistance Instructor’s Manual

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