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Quality Contacts Retreat
Coaching for Performance
Quality Contacts Coaching Enhancement
Quality Contacts Supervisory Coaching
•Bring a case
•Review using DRG and
Quick Guide
•Make notes on
documentation
QC Coaching
•Prep for coaching session
with each caseworker
•Coach each caseworker on
one case using DRG and
Quick Guide.
Supervisor
Coaches Staff •Return with same case
•Review using DRG and
Quick Guide
•Make notes on
documentation
QC Coaching
•Prep for coaching session
with each caseworker
•Coach each caseworker on
one case using DRG and
Quick Guide.
Supervisor
coaches Staff •Return with same case
•Review using DRG and
Quick Guide
•Make notes on
documentation
QC Coaching
Keep on coaching…
Coaching Model
Clarify Focus
and Set
Expectations
Identify Steps
Ask Questions
Facilitate
Learning
Monitor
Progress toward
Goals
Expectations of Supervisors
TLs each month will:
• Review one case per worker and prepare for supervision with caseworker.
• Review case with caseworker and coach for quality contact. Debrief how
worker can document those efforts clearly in documentation
• Bring a case to subsequent coaching sessions and demonstrate
improvement
TCs each month will:
• Observe a coaching session between the TL and one caseworker.
Provide feedback and contribute to coaching.
• During monthly supervision, review all cases TL is coaching on and
explore opportunities and improvement.
The How, Who and What of Monthly Contacts…
Engagement
Teaming
Assessment
Planning
Implement
Services
Tracking and
Adjusting
Children
Parents
Out-of-
Home
Caregiver
Informal
Supports
(family and
friends)
Service
Providers
Other team
members
Permanency
Well-being
Safety
How?
What?
Who?
Context for Global Assessment
Referring
Concerns
Surface
Issues
Underlying
Issues
Global
Assessment
Assessment adds up
Global
Assessment
Assessment
Integration
Quality
Outcomes
for Children
and Families
Show your work!
We want to see your efforts!
From Buzzwords to Behavioral Descriptors
Before we begin…
• Assume Generously.
• Model genuineness, empathy and respect
• Ask “Tell me more.” 5 times!
• Focus on the Who, How and What of practice.
• Don’t worry about compliance
• Don’t worry about grammar
• Look for opportunities to expand on buzzwords
• Note where documentation could be streamlined or where
duplication can be avoided
• Remember this is about families!
Overview New Desk Reference Guide
d p
Positive/Present in
Recordings
Documentation
Opportunity
Practice Opportunity
Leave no stone unturned!
Self-Assessment
Plus ~ Delta ~ Next
Small Test of Change
Goal:
I plan to make a
change!
Plan/Action Steps:
1. Step 1 
2. Step 2 
3. Step 3 

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qc-retreat.ppsx

  • 3. Quality Contacts Supervisory Coaching •Bring a case •Review using DRG and Quick Guide •Make notes on documentation QC Coaching •Prep for coaching session with each caseworker •Coach each caseworker on one case using DRG and Quick Guide. Supervisor Coaches Staff •Return with same case •Review using DRG and Quick Guide •Make notes on documentation QC Coaching •Prep for coaching session with each caseworker •Coach each caseworker on one case using DRG and Quick Guide. Supervisor coaches Staff •Return with same case •Review using DRG and Quick Guide •Make notes on documentation QC Coaching Keep on coaching…
  • 4. Coaching Model Clarify Focus and Set Expectations Identify Steps Ask Questions Facilitate Learning Monitor Progress toward Goals
  • 5. Expectations of Supervisors TLs each month will: • Review one case per worker and prepare for supervision with caseworker. • Review case with caseworker and coach for quality contact. Debrief how worker can document those efforts clearly in documentation • Bring a case to subsequent coaching sessions and demonstrate improvement TCs each month will: • Observe a coaching session between the TL and one caseworker. Provide feedback and contribute to coaching. • During monthly supervision, review all cases TL is coaching on and explore opportunities and improvement.
  • 6. The How, Who and What of Monthly Contacts… Engagement Teaming Assessment Planning Implement Services Tracking and Adjusting Children Parents Out-of- Home Caregiver Informal Supports (family and friends) Service Providers Other team members Permanency Well-being Safety How? What? Who?
  • 7. Context for Global Assessment Referring Concerns Surface Issues Underlying Issues Global Assessment
  • 10. We want to see your efforts!
  • 11. From Buzzwords to Behavioral Descriptors
  • 12. Before we begin… • Assume Generously. • Model genuineness, empathy and respect • Ask “Tell me more.” 5 times! • Focus on the Who, How and What of practice. • Don’t worry about compliance • Don’t worry about grammar • Look for opportunities to expand on buzzwords • Note where documentation could be streamlined or where duplication can be avoided • Remember this is about families!
  • 13. Overview New Desk Reference Guide d p Positive/Present in Recordings Documentation Opportunity Practice Opportunity
  • 14. Leave no stone unturned!
  • 16. Plus ~ Delta ~ Next
  • 17. Small Test of Change Goal: I plan to make a change! Plan/Action Steps: 1. Step 1  2. Step 2  3. Step 3 

Editor's Notes

  1. Reminder… it’s all of these steps discussed today with everyone in the case… Are we talking with Mom, dad, children, service providers, family members, friends, other informal supports, CASA, attorneys, and anyone else important in the case. Are we covering all areas of safety, permanency and well-being with each of them (see desk reference guide, and CANS to ensure all topics)? Are we demonstrating momentum of the practice wheel by showing our work with the family. Concerted Efforts at EVERY single contact, with EVERY member of the team, to globally assess and demonstrate CONCERTED efforts over the course of each month on every topic that applies to the family’s situation.
  2. When we receive a case we are presented with the referring concern and initial reason for our involvement. As we begin our conversations with families, we quickly start to see all the surface issues that present barriers to the safety, permanency and well-being of children. After we learn about the surface issues, we ask questions to learn more about the underlying issues. This often takes time because it takes time to build trust with clients for them to share with us the story behind surface issues like substance abuse, mental illness, unkempt homes, family conflict, etc. Understanding underlying issues is ESSENTIAL to helping families make lasting change. It helps us know which services are a best fit. And when services aren’t working, it provides insights as to how to make needed changes (tracking and adjusting) to get the desired result. However, there is more to the family story, and that’s where global assessment comes in. This is where we talk to families about the other life domains. For example, our involvement might be due to family violence, but we still ought to check in about school, friendships, neighbors, physical health, finances and really seek to learn about all the areas covered by the CANS assessment that helps us to fully understand how to best leverage family strengths to overcome concerns.
  3. Explain to participants that this equation is really going to sum up our session today. Global Assessment is gathering information from families about all aspects of their lives to create a complete picture to best understand what will be most effective. Assessment Integration is about being intentional in the use of both formal and informal assessment information gathered to inform services, plans, and make decisions about next steps.
  4. We notice when we do case reviews so often staff don’t show their work. Here’s a little humor to remind you that your efforts really matter!
  5. (click to bring in first image) Often times, case recordings read like staff are telling a story that they are not part of. It’s like they are the camera man filming the family story. (Click to bring in second image) However, we want to see how you support, engage, guide, team, coach, plan, redirect, track and adjust with families. How you implement the practice wheel is essential to quality contacts with families and teams and should be reflected in your case recordings.
  6. Assume Generously. There are many factors that go into why things didn’t happen or get documented. Model the genuineness, empathy and respect you hope to see in practice. Focus on coaching questions regarding the Who, How and What. Don’t worry about compliance (documentation timeframes, frequency of contacts, etc.). Don’t worry about general grammar unless it’s disruptive to understanding what happened (It is important, but we can work on that later). Look for opportunities to expand on buzzwords both in practice and documentation. Consider if documentation could be streamlined by placing certain entries in the monthly summary. Note where duplication can be avoided Remember that we are doing this to be our best for families to help them achieve their goals. Compliance with CFSR is important, but not our primary objective !
  7. TLs/Ils will complete self assessment. They will bring it into supervision with the TC and they will discuss during supervision.
  8. How is everyone’s technology STOC going? Success stories? Ongoing needs?