Delivering Human Services and Workforce …...2020/05/12 · Delivering Human Services and...

Delivering Human Services and Workforce Development Remotely

Webinar WednesdayMay 13, 2020

The Promise of Community Action

Community Action changes people’s lives, embodies the spirit of hope, improves communities,

and makes America a better place to live. We care about the entire

community and we are dedicated to helping people help themselves

and each other.

Purpose: The purpose of the LCRC is to analyze Community Action outcomes and identify effective,

promising, and innovative practice models that alleviate the causes and conditions of poverty.

BUILD CAA CAPACITY TO FIGHT POVERTY!

Today’s Presenters

Joe Raymond,Director

Social Policy and Human Service Programs

5

Courtney Barthle, Senior Director

Workforce Innovation and

Poverty Solutions

icf.com

we are

M a y 1 3 , 2 0 2 0

DELIVERING HUMAN SERVICES AND

WORKFORCE DEVELOPMENT

REMOTELY

Courtney Barthle & Joe Raymond

ICF proprietary and confidential. Do not copy, distribute, or disclose.

Presenters


Workforce Innovations & Poverty Solutions

Joe Raymond, Director

Social Policy and Human Service Programs


How did we get here

ICF and LCRC

partner for research support

-

2014

2014

-

ICF-led Self-

Sufficiency Research

Clearinghouse featured at National Meetings

Research presentations to LCRC

cluster groups

-

2015

2015

-

Implementation Science

Webinar

2-Gen, Trauma-Informed Care, and Bundled Services

Resources Webinars

-

2016

2018

--

CAP In Focus Blog

Posts

and

Resources and

Webinars on 2-Gen

and Opportunity

Youth

Resource and

Webinar on SEOs

–

2019

2020

--

COVID - 19


Where in the world are you?

Let us know where you are joining us from by typing in your

location in the chat box!


Focus Areas

SUPPORTING CUSTOMERS

SUPPORTING STAFF

SUCCESS IN REMOTE SERVICE

DELIVERY


Supporting Staff


Staff engagement

Virtual work performance

Technology considerations


▪Emotional well-being and the concept of

self-care

▪Work schedules

▪Caregiving responsibilities

Staff Engagement


Emotional well-being and self care


Work schedules


Caregiving responsibilities


▪Engaging virtually

▪Ongoing training needs

▪Measuring success

Virtual work performance


Engaging virtually

This Photo by Unknown Author is licensed under CC BY

http://theromanticvineyard.com/2013/05/21/what-to-do-when-you-dont-know-what-to-do/

https://creativecommons.org/licenses/by/3.0/


Ongoing training needs

Staff member

Content

Modality

Approach


Measuring success

Refine Outcomes

Strategize Methods

Integrate Findings


▪Video conference platforms

▪Privacy and security

Technology considerations


Video conferencing


Privacy and security

Assess Plan Implement


Supporting Customers


Assessment in a virtual

environment

Lessons learned from

coaching


▪Why assessment?

▪Key considerations for virtualizing

assessment

▪Success criteria

Assessment in a virtual

environment


Why universal assessment?

Identify

Connect

Improve


Key considerations in virtual assessment

▪Rapport and trust remain critical.

▪Listen for non-visual cues.

▪Be patient (there may be distractions you cannot “see”.

▪Good assessments are “conversational” (circling back to a topic

may be necessary).

▪Customers (or the interviewer) may be more or less comfortable

in the virtual setting.


Success criteria for virtual assessment

▪Interviewer is not rushing to “complete the questionnaire”.

▪Interviewer and customer eager/willing to stop, as necessary,

and schedule follow-up.

▪Customer is truly engaged with the process.

▪Interviewer understands that trust and rapport are the key to

success, not the answers to the questions or the specifics of the

plan.

▪It’s obvious the “plan” is the customer’s plan and not the

interviewer’s plan.


▪Positive regard

▪Motivational interviewing

▪Coaching as case management

Lessons learned from coaching


Positive regard

Values/Principles remain constant in a virtual

environment

▪Dignity and worth of the individual.

▪Self – determination.

▪Carl Rogers: “basic acceptance and support of a

person regardless of what the person says or does”.

▪Positive regard is the foundational element of the

customer relationship and is essential to build

rapport and trust.

▪Rapport and trust are the lynchpin to progress.


Motivational interviewing

Interview process through which the interviewer:

▪Applies a technique to be a helper in the change

process.

▪Expresses acceptance and empathy through reflective

listening.

▪Reveals any discrepancy between clients' goals or

values and their current behavior.

▪Avoids argument and direct confrontation.

▪Adjusts to customer resistance rather than opposing

it directly.

▪Supports self-efficacy and optimism.


Coaching

▪Understands impact of toxic stress on executive brain

function and decision making.

▪Supports customer use of small goals/steps that lead

to big goals/steps.

▪Customer priorities versus interviewer priorities.

▪Realistic, measurable, time-based.

▪Recognize and build on success.


Additional Resources


Your Resource Packet

▪Importance of assessment

▪Addressing employability needs

▪Universal assessment in practice

▪Motivational Interviewing

▪Coaching

▪Positive regard


The Self-Sufficiency Research Clearinghouse

New Look!New URL: www.selfsufficiencyresearch.org

http://www.selfsufficiencyresearch.org/


OFA PeerTA Network: https://www.peerta.acf.hhs.gov

https://www.peerta.acf.hhs.gov/


Online Work Readiness Assessment: https://peerta.acf.hhs.gov/owra/

https://peerta.acf.hhs.gov/owra/


Questions?


Email: [email protected]

Joe Raymond, Director

Email: [email protected]

https://communityactionpartnership.com/events/category/webinars/

May 2020

May 20: Conducting A Community Needs Assessment in the New RealityMay 27: Lessons in Trauma Informed Care

https://communityactionpartnership.com/events/category/webinars/

Community Action Academy

✓ On-demand courses, videos & resources

✓ Peer Engagement & Virtual Networking

✓ Virtual space for Learning Community Groups

Moodle is an online learning platform designed to provide trainers and learners with a single robust, secure, and integrated system to create personalized learning

environments. https://moodle.communityactionpartnership.com

Free & Accessible to the entire Community

Action Network!

https://moodle.communityactionpartnership.com/

NEW! Mobile App for Community Action Academy

1) Search your App Store (Apple) or Google Play(Android) for the official moodle app (can simply type "moodle").

2) Once the app is downloaded to device, enter URL: moodle.communityactionpartnership.com

3) Login on the Moodle app using your same credentials for Community Action Academy on the computer.

For more information, you can visit this link.

https://download.moodle.org/mobile?version=2018051703&lang=en_us&iosappid=633359593&androidappid=com.moodle.moodlemobile

For more information or questions contact The Learning Communities Resource Center Team:• Tiffney Marley, Vice President, Practice Transformation

[email protected]

• Renetta Davis-Armstrong, Project Director, Whole Family Approach

[email protected]

• Hyacinth McKinley, Senior Associate for Learning & Dissemination

[email protected]

• Lindley Dupree, Senior Associate for Research

[email protected]

• Courtney Kohler, Senior Associate for Training & Technical Assistance

[email protected]

• Aimee Roberge, Program Associate for Learning Communities Resource Center

[email protected]

• Lauren Martin, Program Associate for Training & Technical Assistance

[email protected]

• Kevin Kelly, Director of Community Economic Development

[email protected] presentation was created by the National Association of Community Action Agencies – Community Action Partnership, in the performance of the U.S. Department of Health and

Human Services, Administration for Children and Families, Office of Community Services Grant Number, 90ET0466. Any opinion, findings, and conclusions, or recommendations expressed in this material are those of the author(s) and do not necessarily reflect the views of the U.S. Department of Health and Human Services, Administration for Children and

Families.

For More Info

mailto:[email protected]








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Delivering Human Services and Workforce …...2020/05/12 · Delivering Human Services and...

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