Persons Served and Other Stakeholders – Obtain Input...

Teachable Moments Services Inc. (TMS)

Walking together in the moment

Persons Served and Other Stakeholders – Obtain Input

Engagement Report

Prepared by: Theresa Kingston

December 2017

http://tmsnas.synology.me/mission-values-mandate/background--history.html

http://tmsnas.synology.me/mission-values-mandate/

Background Teachable Moments Services (TMS) is currently undertaking the process of accreditation for Employment and Community Services through CARF International. As part of the process, TMS completed Step 2 of the Accreditation Process – Conduct a Self-Evaluation and determined through the survey and discussions with their resource specialist that they wished to expand their policies and procedures in the area of Input from Persons Served and Other Stakeholders (Section 4-D – pages 53-55, 2017 Employment and Community Services Manual). Engagement of persons served and stakeholders is an important part of the ASPIRE to Excellence framework of the accreditation process. TMS wanted to ensure that they were not just meeting the requirement but utilizing accreditation as a catalyst to implement the input and engagement process in such a way to develop innovative practices that support the achievement of excellence. Section 1 of this report provides information and results on the input and engagement process that TMS undertook in November 2017. The purpose of this process was to seek specific information from the different representative groups and to set the groundwork for on-going collection and analysis of input and utilization of the analysis in a process of continuous improvement. Section 2 outlines the process and procedures that will be utilized on an on-going basis within TMS for performance improvements. Section 1 – Engagement Process The engagement process utilized different approaches and methods for obtaining feedback and information from persons served and stakeholder groups. The purpose of the process was to analyze and utilize information gathered to inform TMS planning processes including the strategic plan, cultural diversity plan and accessibility plan. In addition the process provides valuable information for assessing the performance of TMS and ensuring satisfaction with services delivered. TMS is committed to continuous improvement and effecting change based on feedback from persons served, family members, staff and other stakeholders. While traditionally surveys have been utilized to gather input, TMS realized that for the persons served and many of their family members this was not the most effective tool for gathering information and engaging participants. In addition, TMS wanted to utilize the engagement process to strengthen their relationships with the other stakeholders identified. It was determined that utilizing a number of different methodologies would be most effective in ensuring inclusive and personalized approaches to seeking input. A stakeholder map was created identifying the participants to include in an input and engagement process.

A detailed list of identified stakeholders is in Appendix 1. Once the participants were identified specific engagement strategies were developed for each stakeholder group. Persons served

Obtaining input and measuring performance from persons served is highly individualized as one method will not work for all persons served. It was determined that a paper survey or third party involvement would not be effective for persons served. Staff are best suited to interact with the individuals to obtain input and ideas for improvements. This is done on a daily basis through tracking behaviours and determining likes and dislikes. For the persons served that are non-verbal and/or have limited communication, behaviour is a form of communication. Charting and documenting the behaviours is important. TMS ensures that employees working with an individual are aware of how an individual articulates when they like or don’t like something. Changes in mood and behaviours are the best indicators for satisfaction. Documentation provides the opportunity to note the behaviours and make changes as indicated. For the engagement process, documentation was reviewed for complaints and changes in behaviour and what follow up actions resulted. For a more detailed explanation of documentation and processes utilized by TMS see Appendix 2.

Parents and family members

As the relationship between persons served and families is unique to the circumstance, it was determined that an individualized approach would be best. It was also determined that staff who already have a relationship with family members would be best suited to obtain feedback and input from

family members. This was accomplished through face to face conversations and emails. Family members were sent a satisfaction survey which was completed by two families. Results are attached in Appendix 3. The ‘Start, Stop, Continue’ survey tool was also utilized where feasible. Family members were invited to the Stakeholder engagement session and some were able to attend to provide feedback in that forum. In addition, staff interact with families on a regular basis and document the conversations and feedback from the families. The documentation was reviewed to determine trends and concerns.

Staff Facilitated staff engagement sessions/meetings were held to obtain feedback and suggestions for improvement. Three sessions were held to ensure that all staff had the opportunity to attend. The sessions included several activities to obtain staff input. The activities included individual exercises, small and large group discussions. The staff meeting also included a component of team building. The meetings were facilitated by a third party to ensure staff were able to be forthright and the process was transparent. Staff also were requested to complete a ‘Start, Stop’ Continue’ survey form. This enabled staff that were unable to attend one of the meetings the opportunity to provide feedback. Information collected from the staff is available in Appendix 4.

Other Stakeholders

A wide range of stakeholders were invited to an Open House/Input Session. The session was facilitated by a third party. The session was utilized to strengthen the relationship between TMS and their stakeholders and included lunch, information on the history of TMS and accreditation process. Stakeholder feedback was gathered utilizing a number of methods including Quick-Fire Questions, ‘Start, Stop, Continue’ survey, and small group discussions. Participants included family members, funders, supporters, contractors, staff, other service providers, not for profits and government agencies. Information collected at the stakeholder meeting is available in Appendix 5.

Results from Input and Engagement Process Persons served – following a review of documentation it was determined that TMS staff are consistently monitoring changes in behaviours and moods. Appendix 2 provides examples of how changes have been made based on the individual’s likes and dislikes and behaviour/mood changes. The engagement process reinforced the importance of documentation and the need for staff to ensure due diligence in always putting the individual first and completing documentation. Documentation enables follow up and ensures that information is passed along to other co-workers. This enables adaptation of activities and approaches based on feedback gathered and ensures consistency in implementing changes from one staff to another. Family members – a review of documentation and processes indicated that TMS ensures that family members are encouraged to provide feedback from the intake process throughout all aspects of program delivery. Staff regularly check in with family members to determine satisfaction and address any issues or concerns in a timely and respectful manner. These check in’s occur in person when family members visit and through email and telephone contact. Staff document family member’s comments and concerns to ensure follow up. Family members were sent a satisfaction survey which was completed by 2 families. The results are in Appendix 2. Family members were included in the Stakeholder meeting and their comments reflected their immense satisfaction with the quality of services provided their family member. In addition they were aware of their ability to and mechanisms for providing feedback on an on-going basis. Staff members – During the staff meetings, staff answered a number of questions regarding job satisfaction and provided input and suggestions on programs and services for quality improvement. There was high participation from staff in the process with 79% of staff participating in the staff engagement sessions and 88% of staff providing feedback and input. Overall staff are extremely positive about their employment with TMS and the services/ programs provided. Staff provided a number of operational suggestions to improve day to day operations which can be found in Appendix 3. Some of the common suggestions include: • Increased communication – opportunities to provide positive comments to co-

workers/families/individuals served (white board, shout out system); increased number of staff meetings/inservices.

Other operational suggestions have already been or are in the process of being addressed. Other Stakeholders – The participants attending the Stakeholder Engagement Session were very supportive and enthusiastic about TMS. The overall view was that TMS is doing outstanding work and demonstrating a high degree of care and attention to the people they serve. They felt that TMS was responsive to feedback and continuously worked to improve the quality of services provided. Feedback from the stakeholders can be found in Appendix 4.

The Stakeholders present felt there were many opportunities for more partnerships and collaboration with TMS. TMS is seen as a leader in the field and the other stakeholders wanted to have opportunities for shared training, mentorship and on-going meetings/gatherings. TMS is very appreciative of all of the input they received from the identified groups. The Engagement Process was a positive experience and affirmed the work of TMS. The feedback provided many valuable suggestions for ongoing improvement of services and programs. Through aspiring to excellence and continuous improvement, TMS is committed to achieving the best possible outcomes for the persons served.

Part 2 – Ongoing Performance Measurement In keeping with the 2017 Employment and Community Services Standards Section of Obtaining Input, TMS is committed to meeting the standard outlined in Section D (page 53). 1.D The organization demonstrates that it obtains input:

a. On an ongoing basis b. From

(1) Persons served (2) Personnel (3) Other stakeholders

c. Using a variety of mechanisms TMS will collect data and information on the effectiveness of services, efficiency of service delivery, accessibility of services and satisfaction with services. A variety of informal and formal mechanisms will be utilized on both an on-going basis and at times when it is necessary to collect specific information. Persons Served On-going • Intake process sets baseline

• Daily – through staff observation and documentation – informal and formal

• Monthly – through individual reports and Mental Health Team reporting – formal

• Bi-annually – Individual Service Plan reviews – formal • See Appendix 2 for more information

Family On-going • Staff conversations with family – asking questions, documenting answers/comments - informal

• Whiteboard at homes – informal • Intake process/Individual Service Plan reviews – formal • Annual engagement process/survey – formal

Personnel On-going • Suggestions in log book , white board, suggestion box - informal

• Regular staff meetings – formal • Annual engagement meeting/survey – formal

Specific • During planning processes (e.g. Strategic Planning, Policy/Program Review/Update, etc.), in addition to the ongoing data collection, specific data will be collected. Questions will be asked to elicit information related to the specific planning process. This may occur at staff meetings, through surveys or specific focus groups created for such purpose.

Other stakeholders

On-going • Conversations between stakeholders and staff – documentation – informal

• Regular stakeholder meetings/partnership opportunities – informal and formal

• Annual Open House/Engagement process - formal Specific • During planning processes (e.g. Strategic Planning,

Policy/Program Review/Update, etc.), in addition to the ongoing data collection, specific data will be collected. Questions will be asked to elicit information related to the specific planning process. This may occur at partnership meetings, through surveys or specific focus groups created for such purpose.

The processes outlined above for collecting input will assist in determining actions to best meet the needs of the persons served, other stakeholders and the business. The data collected will be analyzed and the results utilized to make informed decisions as TMS strives for continuous improvement, Closing Throughout the engagement process, it was very clear that TMS is well respected by everyone involved in the process including persons served, family members, staff and other stakeholders. While all parties were highly satisfied with programs and services they also provided valuable suggestions for operational improvements. These suggestions have either already been implemented or are actively being followed up. It was also evident that TMS already had a culture of continuous improvement as they used documentation consistently to evaluate and improve programs and services for persons served. While there may not have been a formal engagement/input process articulated, TMS has always sought input and aspired to excellence. The engagement process has now formalized their existing practices which will further reinforce TMS’s commitment to improving services and programs.

Appendix 1 – Stakeholder Identification Potential Stakeholders Organization Representative Laurie Money Caroline Moyen Circulated to all staff

Ministry for Children and Family Development

Circulated to staff USMA Family Protection Services

Penny Matthews

Vera Kaiser Erin Bradley Stacey Manson

School District 70 Stacey Manson

Sharon Barrett Julie Harper Tekla Girard

Barrent & Mak Sharon Barrett Julie Harper Tekla Girard

Colin Evans Christine Evans

Complete Contracting Colin Evans Christine Evans

Jenn Taylor Andrew Taylor Vanessa Schoen Allan Holder Kerry Gieni

Family Members Joe Bandula Kathy Bandula

Kathy Horst Susan Toth

Foster Parents

Amy Bond Janis Joseph

Independent Service Providers

Amy Boyd

Carly Ozechowski Pam Fletcher

Community Living British Columbia

Carly Ozechowski Pam Fletcher

Graham Hughes Literacy Alberni Cat Bearman Health Services for

Community Living Nurse

Helen Townsend Circulated to all staff

Haahupayak School Staff

Circulated to all staff Citizen Advocacy Craig Summers Megan Barker

Port Alberni Association for Community Living

Teachable Moments Services Inc.

Michael Messenger Pat Messenger Theresa Messenger Stuart Messenger Deanna Sheers Robyn Menard Stefanie Burton

Appendix 2 – Persons Served Input Satisfaction Measurement For Individuals Supported By TMS

Prepared by: Theresa Messenger

Each satisfaction measurement is individualized one method will not work for everyone- we take this into account! This document will discuss all the ways that TMS looks at how we measure satisfaction for each individual. This is not just done annually but done daily, measured and reported on monthly and throughout the year. Documentation: This is likely the biggest piece! When we notice trends, changes in mood, behaviours.

Behaviour tracking: Behaviours are noted on baseline forms, IIR’s, CIR’s, mood records. While this documentation is sometimes necessary due to policy or funder requirements these documents are also used to track behaviour and look for patterns. Monthly reporting: Each individual TMS supports has a monthly reported compiled by the residence coordinator at each site. These reports take all the data collected each month to note trends/patterns. We then specifically look at patterns to utilize these to determine an individual’s satisfaction and/or what changes may be necessary to make an individual happier and therefore more satisfied with the support/services they receive. This is done during management meetings, staff meetings and/or asking for ideas/feedback from members of the individuals support team. DDMHT reporting: Several of our clients are followed by the Developmental Disability and Mental Health team. Each month we report to them on individual’s mood, behaviour, activities of daily living and eating and sleep patterns. If concerns are noted then they may look at medication review. This team not only makes recommendations to us regarding medication but also suggest methods on how we can best support an individual. These documents can help guide us to tell us how happy/satisfied the individual is. For example if a behaviour is re-occurring during a typical daily routine, task or outing and activity and a pattern is developed we may need to look at finding another way to support the individual to be successful. This may mean that the individual is not happy, does not like the way they are being supported and/or they may be expressing they do not want or like the activity/routine/outing. However, some behaviours that occur may not have a known reason other than it being a symptom of mental health diagnosis. Concerns are always documented and communicated. The TMS team will meet, communicate and brainstorm how/what can be done or changed to better supporter the individual when reoccurring behaviours happen. Documentation also helps document individuals success(s), highlights and milestones. This can be done by positive comments/conversations from an individual’s support team (family, school, health care team etc.) This is done through monthly performance tracking, are we meeting/exceeding monthly targets for goals?! This is also done through observations and daily documentation. For example if support staff note that an activity/outing is being requested, enjoyed and the duration of the activity is longer it may indicate that these opportunities should be provided more frequently and their goals/schedules should be adapted to do so.

Communication: For the individuals that we support that are non- verbal and/or have limited communication it is important to remember that behaviour can be a form of communication therefor charting/documenting behaviour is important. We ensure that employees working with an individual are aware of how an individual articulates how they like or don’t like something (behaviours). Staff will then document/communicate to members of the team when they have noted these behaviours. Specific examples of how we have addressed this: An individual had an ISP goal of completing a life skill task of making their bed several times per month. We noted that behaviours occurred each time this task was done so we opted to remove this as one of their ISP goals as we felt they were communicating that they did not like this life skill learning opportunity. An individual was having challenging behaviours during their morning hygiene routine. These behaviours were often resulting in IIR’s due to aggressive behaviours. We noticed this pattern and had a staff meeting to review the morning hygiene routine with all support staff to look at how we could better support this individual and provide consistency. Menu planning: Each individual has a specific menu plan. When we note that an individual hasn’t enjoyed a meal or has enjoyed a meal we document so that next month’s menu plan can be updated.

Intake Package When a new individual begins service at TMS we have an intake package that is completed by themselves and/or their family/ advocate. The information that is collected during intake is carefully reviewed and used for helping set up individualized program plans and providing staff training. This initial info is important for us to get to know the individual we support so we know how best to support them- their likes, dislikes, health and communication needs, their scheduling and environmental needs. This also lists their routines and/or nutrition and cultural information.

Employee Training

Each new staff is trained specific to the individual they are supporting. Everyone we support has their own training checklist that is developed and completed before a new employee works independently with an individual. This training method is important so that employees supporting an individual understand the unique needs, abilities and understand how to best support an individual to follow their individualized service plan. Additional training: TMS offers additional training to their employees throughout the year to provide educational opportunities that can enhance the skills and education that employees should best support the individuals we serve. We have found that by providing these opportunities we have been better able to support the individuals we serve. They include: Trauma informed practice, Cultural Sensitivity, and Positive behavioural practice.

Individualized Service Planning

Everyone served as individualized plan set up within 3 months of intake. This plan considers an individual’s goals, likes, dislikes and abilities so that support staff are aware of how to support the individual best and are trained to do so. It is TMS policy that each individual support network is invited to attend their ISP meeting and every 6 months the ISP review is completed (or sooner if necessary)

Each individual served has an Individual Program Binder that contains • Nutrition info- likes, dislikes, dietary/health requirements. Schedule and support required

to eat. • ISP- Individualized service plan- addresses goals for each year. • Activity guides- Each outing, activity an individual participates in is described in each guide,

provides info on when, time, place an activity is done, how the individual participates, the level of support required for them to participate and/or items needs to participate- i.e. money, equipment etc.

• IPP activity guides- Activity guides for goals that are addressed in their ISP • Typical daily schedule • Behaviour support plans-how an individual needs to be supported best for their

behavioural needs MY PLAN: The MY PLAN document is an important document that is completed throughout the year and is brought to each individual annual ISP. This document contains information about the individuals likes, dislikes. It includes information about an individual’s • culture and religion • job/education • friends and family • goals or changes that they would like to make. • how an individual communicates and expresses their emotion When possible individuals are encouraged to participate in completing my plan with members of their support team. Home/Environment TMS considers an individual’s needs, wants, and desires for their living environment. This may include environmental needs/safety needs but also includes their choice in décor, furniture and in some cases even the colour of their room, living space etc. TMS strives to always look at how we can make everyone space safe and comfortable for them.

Appendix 3 – Family Member Input

Teachable Moments Services Inc. (TMS) Walking together in the moment

SATISFACTION SURVEY

Teachable Moments Services Inc. (TMS) would like to know your thoughts about services provided by us as an agency and community service provider. Your opinion is important to us and all answers are confidential. Thank you for taking the time to complete our survey. The deadline to complete the survey is ___________________ the survey can be completed by hand and returned to our office or by email Mission: Teachable Moments Services Inc. (TMS) provides residential living options and day programs for children, youth and adults with specials needs. TMS serves to support and create “teachable moments” and life enhancing experiences for individual clients in a nurturing, safe and caring environment that will promote community involvement and integration. Values: In conducting all activities TMS strives to incorporate the following values:

• That each individual has unique needs and abilities; • That individuals must be encouraged to make their own decisions and be supported to

carry out those decisions in a safe way; • That the rights of clients, their family and staff must be respected; • That family and friends have a primary role to play as part of an individual’s support

team; • That we will work cooperatively and conduct ourselves in a transparent, truthful and fair

manner; • That we will support all individuals (clients, family, friends, staff) to do their best; • That we must hold ourselves accountable for our commitments and for the work we are

responsible to perform. • That trust and respect is gained through our actions.

**Please circle the correct score for each description**

2 Responses returned 1. How would you rate the service provided by TMS staff?

2 Excellent Very good Good Fair Poor Don’t know or N/A

Additional Comments: TMS staff that I have met are great and it’s clear they care about Brook.



2. TMS staff are prompt in responding to concerns or phone calls. 2 Excellent Very good Good Fair Poor Don’t know or N/A

Additional Comments: TMS staff always reply to my communications promptly. I mostly use email and the respond very quickly. 3. Actions taken by TMS are consistent with their mission, values & mandate.


Additional Comments: TMS do a fantastic job recognizing Brook’s strengths and personality and tailor their care to meet her needs and provide some challenges. 4. TMS staff are well trained and a valuable resource:


Additional Comments: I think TMS staff are very well trained in working with Brook and responding to parent concerns. 5. TMS staff are accessible and respond in a positive manner:


Additional Comments: I have never known staff to be anything but positive even when facing issues or challenges.

Teachable Moments Services Inc. Engagement Report – December 2017

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6. Your experience with staff and or clients in the community, has left a positive impression: 2 Excellent Very good Good Fair Poor Don’t know or N/A

Additional Comments: I love how people I have never met recognize Brook from being out and about. Or when people I know tell me they saw Brook somewhere with TMS staff and the people always tell me how great TMS is with Brook. 7. TMS staff present themselves in a professional manner:


Additional Comments: From what I have seen, TMS staff have always been very professional even when facing tough situations with other members of Brook’s support team. 8. Please advise which of our program you have/ had involvement with:

Children’s services program 2 Residential Programs

Day Programs Administration

Additional Comments: I think Brook is in the residential Program but I could be mistaken 9. How would you rate the overall quality of services that TMS provides?


Additional Comments: You guys should be proud of the work you do day in and day out. I know how hard it can be and you've provided Brook with more stimuli than I can because of my work and have given me the break I have really needed. I look forward to working with TMS for a long time. Thank you!


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Appendix 4 – Staff Engagement/Input

Staff Meeting – November 23, 2017 Notice provided staff


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Staff Meeting Agenda


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Teachable Moments Services Inc. (TMS) Walking together in the moment

Staff Meeting - Thursday November 23rd, 2017

Purpose/ Agenda Items

Meeting facilitated by Theresa Kingston. Meeting agenda items include: Appreciation, Accreditation – staff engagement and feedback.

Name Meeting Time (in attendance)

Completed Survey (post meeting)

Alina Hiltz 10:00 am Brenda Graydon yes Camille Carter 6:30 pm Cassie Yacboski 10:00 am Christie Erickson 10:00 am yes Crystal Cooley 3:00 pm David White 6:30 pm Dawn Dusevic 3:00 pm Yes Deanna Sheers 10:00 am yes Devon Gaudet 3:00 pm yes Duane Dawson 6:30 pm Jenni Guthrie 6:30 pm yes Jordyn McAvoy 6:30 pm Kate Messenger 6:30 pm Katherine Lloyd 3:00 pm yes Kiana Kobus 6:30 pm Krystal Fairbanks Kyla MacDonald yes Linda St Claire Louise Sheperd 6:30 pm MaryJane McColl Megan Barker 10:00 am yes Melanie Swalwell 3:00 pm Michael Messenger Michelle McConnell yes Mike Menard 3:00 pm Patricia Messenger 10:00 am Robyn Menard 10:00 am; 3:00 pm yes Sarah Messenger 10:00 am Stefanie Burton 10:00 am Stuart Messenger 3:00 pm Theresa Messenger 10:00 am; 3:00 pm; 6:30 pm Victoria Ralston 10:00 am yes




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Responses from Staff Meetings Small Group Discussion Questions What 2-3 things happen at work that help you feel appreciated, proud of the work you do and eager to do your best? • Validation – praise, positive feedback, great team • When family (Joe) shows and says they appreciate us; daily check-ins, that everyone is vocal

to show appreciation; when professionals give recognition • Notes of appreciation; a great day – wanting to work, harder to reach another Goal A & B;

working with pride for who and what you work for; positive shift change interactions • Verbal appreciation; written communication; finding out that staff like what TMS has done;

support from co-workers • Positive notes in the communication book; verbal appreciation from co-workers; when

individuals we work with/for show appreciation in their own way • Affirmation by employees and management; feel like family – connection; Thank you!;

enjoy teamwork • Pat stopping by to see how your day is going; when the people we support are happy and

well; positive feedback in communications book from co-workers; the feel of the homes beautiful, feel like home – reflect the people that live there; proud of coworkers – morale is high – we are a team and family

• Being told thank you; being greeted; check in/shift exchange interaction – how the day was; excited for clients; acknowledged

• Appreciation from boss – “Thank you for…”; birthday STAT; being able to take the time to have the next shift setup for success; hearing positive feedback in the community

What happens at work that can create a barrier to those positive experiences? • Burn out, illness, gossip, personal problems • CARF limitations (list); busy schedules; hard days (behaviours) a work; negative energy –

separation • Behaviour/energy vs +staff and clients; time stress; short staffed; outings unsuccessful

including community workers; feeling incompetent • BMW’s, lack of communication, when client is having a tough day, public’s reaction • When you’re behind on chores/activities; individual is having an off/bad day; coworkers in

negative mind space • Drama/gossip – BMW; behaviour of client • Breakdown in communication – internalizing frustrations – not communicating/avoidance;

change – uncertainty; burnout – too tired to see the positives • Client behaviours; personality conflict; body language – not showing interest; problem

solving • Individuals behaviour; behaviour of other staff; behaviour of people in the community


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What changes might create more positive experiences and reduce the barriers? • Take breaks/give a break switching activity, change of space, communication • ?, When we complete the 1st, focus on strengths not deficits, get rid of BMW clubs • Self-reflection; appreciating situations and helping out; ability and more opportunities

(debriefing) for staff check ins • The tools from workshop; be open to new ideas, education; communication • Going in with a positive attitude and go with the flow – try to turn the day around;

remember every person has their own way of doing things at work • Be self-aware!; projection; teamwork; understanding differences • Self care; do more check ins; solution based debriefing; listening to people; more

inservice/training (can be small) • Being comfortable enough for communicating; having fun together – more parties!!!; fun

outside of work; try and remember your body language at staff exchange • Communication within i.e. teamwork – focus on positive; education and training –

community, staff – always room for improvement; enjoy the moments; see how far we have come


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Survey utilized with staff


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Responses from Start, Stop, Continue Exercise Start Stop Continue Change

• My phone alerting me when something is entered into shift planner

• Start a positive section for staff and client even a white board

• More joint activities especially with Ian House

• Improved communications

• Improved time sheet process

• Using skills better • Individual staff

positive feedback to each other

• More staff meetings • Trauma training • Go back to Operation

Trackshoes

• Van checks in the rain • Painting • Stop blaming – take

responsibility; follow through

• Stop focusing on things that are wrong and start focusing on the positive

• Ignoring negative talk; acknowledge something as it comes up – stop waiting

• Irrelevant documentation or (at least reduce) all the shiftplanner posts

• Isolated activity • Cleaning out the

fridge twice/week

• Check ins • Sharing info, plans,

activities • Potlucks • Outings that clients

enjoy i.e. swimming, bowling

• Regular staff meetings • Giving thanks • Memory books for

clients • Putting individuals

served first providing good/best care

• Communications training is good

• Having fun with everyone

• Evening get togethers • Having a positive and

supportive workplace • Working as a team to

get stuff done • Having an activity

schedule • Continue debriefing

with supervisors after an IIR

• Books are amazing • The positive R+’s • The whole association

is successful • The appreciation from

out employers is amazing

• Printing off the monthly activity list

• Activity schedule • Suggestion box/

encourage people to use it

• More staff get-togethers

• Book club • Social/fun • Have laundry supplies

in laundry room • As managers do more

check ins with staff for positive as well as negative

• Sign language book for Brook

• Better communication between workers at

• Don’t start making minor changes all at once

• Wasting food • Time sheets – use

• Communication between employees at individual houses

• Training • TMS parties!

• Change who makes the meal plan each month for more variety

• Time sheets


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different houses for joint outings/visit times

• School work with Scott daily to keep his brain learning

• Locking med cupboard

• Letting Kate know when petty cash is at $20.00

• Restart music group • Training positive

behaviour approaches • Locking exterior doors

?

shift planner • All the s/w programs

– integrate/multi-use

• Being a great team! • Positive rewards for

client • Positive conversations • Showing appreciation • Keeping petty cash

receipts neat and in order

• Continue what you/we are doing

• Confirming shifts in shift planner (management)

• Hot tub at Haslam

• Appreciation meetings

• Gather outside of work

• More staff gatherings • Book club • Log for comments

that indicate positive growth behaviour changes

• Communication tips to address a co-worker when you don’t care for something they did/said

• Positive opportunity baselines

• A shout out system. Leave the previous staff a positive comment

• Regular staff meetings • A positive message

board for staff • Using the suggestion

box

• Complaining about staff or others instead of communicating with them directly

• Negative comments in the communication book

• Criticizing one self • Having time frame

expectations that create stress

• Using negative language – attention seeking

• Complaining about the little things

• Not complain about a staff member without talking to them first (speaking to myself)

• Stressing about not completing daily chores and enjoy your day! It all comes around

• Working as a team • Doing training and

workshops • Positive feedback • Gymnastics

‘restarting’ for private rental

• Continue doing more ISP goals for individuals

• Cooking meals for co-workers – I feel cared about when someone prepares a nice meal for me

• Check ins through shift

• Awesome staff • Team camaraderie • Positive

opportunity/activity guide

• Continue training opportunities for management – more with T.K.

• Positive feedback

• Mood records consistently being filled out

• Suggestion boxes not being used but a great idea

• Staff feedback • More parties


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• Staff check ins • More staff meetings • Positive board – give

acknowledgement to co-workers

• Team building • Feel good file • Address an issue right

when it starts • Team building

activities • Positive comment

section

• Staff training – trauma, communication, management

• Keeping our individuals happy

• Continue with activity guide

• Vacations – what an amazing agency to take supported individuals and staff on holiday

• Acknowledgement within the team

• New program development – activity guides, memory books, ISP goals

• Group activities • Providing opportunity

for people we serve for community inclusion

• Communicating comfortably

Responses from Start, Stop, Continue Exercise (post meeting)

Start Stop Continue Change • try the Snoozlen

Room again • make sure you have a

break e.g. going outside, breather to recharge

• set goals for the week - keeps organization and motivation

• spreading happiness - example using white board to write a

• (no comments) • activity guide helps with ideas for staff new and old

• positive workshops like we had help keeping positive up-beat staff - reinforces the positive and team building

• offering culture workshops

• Make a Costco check list – easier for someone who needs to go


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positive note

• A sign out sheet for the extra supplies at Glenside

• weekly potluck for client to all eat together

• Sorry – nothing😊😊 • Activity schedules (so great!)

• staff meeting and get togethers are great team building activities

• Staff Birthday Stats are great!

• Have a hot tub at Haslam instead of going to the pool for hot tub😊😊

• Learning more about low GI diet

• Writing on food when it’s taken out of the freezer (things get thrown out when we are unaware of when it was taken out of the freezer)

• Giving Dawn a special prize for writing TWO surveys😊😊

• Unnecessary documentation

• Documentation – baselines – looking at patterns and solutions regularly

• to support each other as a team of staff – having on call support

• having training opportunities such as CPI

• having an activity schedule

• Increase number of km’s in some programs?

• Writing things on the grocery list as they run our or are thought of rather than one person writing a list before they go and possibly missing items

• (no comments) • All documentation in place is great – works well

• Activity schedule

• Km limits on vehicles, as some days it is necessary to drive more than 25 km

• Implement a program or service that supports mental/ emotional/physical/

• spiritual well-being of staff – yoga, meditation, self-care

• manager’s meetings – more often

• Complaining without thinking of a solution

• Thinking outside the box – TMS always strives to go beyond the status quo – keep being innovative, continue to believe that possibilities are endless for the company, employees

• Cultural/diversity policy – in USMA programs/First Nations if and when an employee that is also FN or familiar in culture/community they should support individuals at cultural


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• meeting with other agencies

and the people we support. The sky is the limit.

• Encouraging use and expanding resource library

events – always, always, always. As the Cultural and Diversity worker I feel I need to improve and take more initiative in keeping up to date with cultural events😊😊

• MJ put out clothes for following day at bedtime

• (no comment) • Day/evening activity list

• (no comment)

• Lock windows when closing

• Mary start picking up her clothes

• Create more specific chore lists at Ian House as it is not the same team environment

• Lock med cupboard and remove key

• (no comments) • Good at taking input/ideas from staff

• Treat clients amazingly, more like family

• Good at maintaining family and cultural connections

• Create comfortable staff environment

• (no comments)

• Staff meetings more often

• Having staff starting shifts at 22:30 – observe leaving staff get into our car safely before closing front door to ensure safety of staff leaving

• (no comments) • Maintaining strong teamwork

• The positive support TMS management gives to both clients and staff

• Encouraging dogs in the homes

• The home/family environment

• Encouraging staff families and people in care to bond and socialize

• (no comments)

• I could not see any area that may need improvement or a need for change

• I’m thinking, thinking hard…, Nope – Got Nothing!!

• Seriously, I honestly can say in my 50 years working this is the most organized, enjoyable, well-tuned company

• I believe TMS staff are happy employees because management has created such a well-structured company. I have no suggestions… only


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keep doing what you are doing.

• More staff gatherings – possibly starting a book club in the new year

• More opportunities for non-native staff to attend cultural events and training

• More workshops

• Improve communication in families and staff

• Offering training opportunities to staff

• Continue on with client focused care – community inclusion

• Maybe switching up roles of supervisor/management in the new year

• Add grocery shop with client to activity guide

• Tally lists for product distribution what we get/what we have left

• More regular staff meetings (I know this is hard to coordinate)

• Stop going to CA office large parties – never ends well

• Love the team feel and geeting together with clients on outings

• Love the change to paper route – ST does well and seems better for AB

• Love the activity guides

• Sorry – no ideas

• More frequent staff meetings to bounce ideas off together

• Honestly cannot think of anything

• Great communication • Very approachable • Make staff feel

appreciated • Organized • Love how easy app is

to use for schedule/communication

• Great staff • You guys are amazing

to work for!

• (no comments)


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Appendix 5 – Stakeholder Engagement/Input Teachable Moments Services

Stakeholder Meeting – November 30, 2017


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Stakeholder Meeting Agenda Welcome/ Check In

• Check In activity • Goals for meeting • Group Agreements • Parking Lot

Accreditation • TMS Background – Theresa Messenger • TMS Plans – Stuart Messenger

Being the Best We Can Be • Moving Forward • Quick Round Questions • Table Top Question • Start, Stop, Continue

Closing • Check Out • Closing Activity


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Responses from Stakeholder Meeting Quick round questions 1. What does it mean to be associated with Teachable Moments Services? • Privilege • Shared values • Partnering • Shared resources • Proud partner! * • Lucky • Grateful • Proud to be part of a great team • Blessing in disguise

• Supportive • Pay cheque/benefits • Fun (some days) • Family * • Community • Inclusive • Worry-free support • Confidence

2. How has Teachable Moments Services supported you and/or your organization? • Music camp • Networking • As a parent/taking care* • Caregiver • Partner – USMA • Support students • IEP Meetings • Communication • Culturally • Supervised visits – family visits and

community • Flexible employment • Family first

• Inclusive • Responsive to funders • Help in emergencies • Training • Advancement • Respected • See different aspects, thoughts and

beliefs • Information sharing • Willingness to work with other agencies

without judgement

3. What do you see as the strengths of Teachable Moments Services? • Flexible • Excellent staff • Caring* • Skilled • Organized • Diversity – people served, staff • Willingness to look outside the box • Family run business • Person centered • Small organization • Hold funder and others accountable • Compassion

• Care • Run with heart • Home vs. institution • Fun place to be/friendly • Skilled staff • Passionate • Unified • Everything is perfect • Person centred • Good working environment for

individuals and staff


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4. How might Teachable Moments Services change to better support/serve you and/or your organization?

• Newsletter • Defined roles • Partnerships • Training • Shared resources • Communication*

• Grow • Continued contracts or knowing there

will be a continuum (other agencies/stakeholders)

• Increase funding for TMS

5. How do the services provided contribute to achievement of outcomes for the individuals

served? What unintended outcomes (positive and negative) have occurred as a result of services delivered?

• Increased quality of life * • Choice • Increased community inclusion* • Partnerships with other stakeholders • Perfect • Like extended family • Negatives lead to positives • Drives

• Honoured choices • Increased family connections • Resiliency – like skill building • Improved health • Depth of knowledge • Remove blinders from all involved • Community inclusion with participation

6. Ideas/thoughts that should be included in the plans being developed:

Culture and Diversity Accessibility Strategic

• Person centred • Continuity • More capacity • Road blocks and solutions • Training * • Works like a charm • Events

• More gatherings • Partnerships • Hot tub • Open houses • Connecting with other agencies • In-service training

7. Ideas for Partnerships/Collaboration • NTC – 14 Nations and Family • Early Years Centre – EJ Dunn – play space • Open Houses – i.e. music group. Book

club? • Have two Christmas parties and invite all

stakeholders • More connection with

• Mentorship with other agencies • Shared training • Invite/include other partners (gym,

splash park…) • Quarterly meeting to brainstorm • Wine night!

*responses from family members


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Table Top Discussion What can we do to build and extend bridges between service providers? How should we connect and communicate with each other? Table 1 • Shared training • Shared relief staffing • Formalized opportunities to share ideas/concerns between agencies • Informal opportunities for all staff from many agencies to gather in a social atmosphere • Program activities/outings shared with agencies Table 2 • Promote use of website (TMS and others) • Open communication with agencies • Resource development – community programs • More funding/dollars • Education opportunities for community • Possible connections • Workshops/client based workshops/skill building • Continued training • Summer bbq – annual event • Group training • More events • Including clients’ families in events • Pool party – invite other agencies/clients Table 3 • Share expertise and knowledge • Increase funding • Community partners in meetings - * books/binder • Social media • Newsletters • Removing barriers – seeing other agencies as resources • More events (music group, gymnastics) Table 4 • Acceptance with/in community for our individuals • Shared training • Website for shared activities e.g. swimming, gymnastics • Facebook page for different service providers • Different agencies host events e.g. lunch


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Start, Stop, Continue Exercise Start Stop Continue Change

• Training sharing – CPI, etc. with other agencies

• Train others to do what you do

• Profiling all involved with the care and day to day activities for visitor at groups days

• Partnering with others to share resources

• Provide training to F.P.

• Join together with other services to share resources/ideas/be aware of practises

• Collaborating with other agencies

• Training with other agencies

• Formalize stronger partnership with agencies for training and sharing resources

• Therapy dog • Training and

facilitating workshops with other agencies and stakeholders

• Music group work/ connections with other agencies

• Sharing their great work with the public

• Subcontracts?

• Working in a silo from potential partnerships

• Having so many great food options at meetings😊😊

• Stop cooking such wonderful food!!!

• Redundant reports

• The friendly place you create for clients, staff, visitors and workers

• What you are doing • To provide excellent

service • Paying attention to

creating/providing beautiful residences

• Providing the fabulous services you do!!

• Exactly what you do – don’t spoil it

• Delegating – spread the workload

• Events, activities, sharing

• Nice seeing you out in our community on walks, etc.

• Creating a happy place to work, be in!

• What this is doing • Expand and formalize

partnerships with other agencies

• Being an inclusive agency that values family and invests in their employees

• Taking the perspective of clients, staff and family

• Music group • Good documentation • Good practise • Community inclusion • Continued training and

opportunities for staff • Activity guides and

group activities

• Working toward improving communication – making more effort to connect with other stakeholders

• More staff agency interactions

• Host events more often

• Hosted training • Administration

should remember to take more time for themselves and break away from their responsibilities from time to time


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• Home shares? • Start other homely

homes • Offer more cultural

experiences for staff and clients

• Have confidence and know that you currently have all the tools to solve any situation

• Create more resources for community and continue to grow

• Expand the business • Share your training

knowledge with all • TMS has many skills

and knowledge base we can all benefit from

• Reaching out to other agencies to share resources and ideas

• Keep up the great work • I love the

communication we receive from TMS – continue to involve us – great partnership

• I enjoy how TMS always wants to learn, evolve, grow and challenge themselves – continue this!

• Support teaching • Always have open doors

to include other clients and community members

• Family oriented for both staff and clients

Session Evaluation

Went Well Needs Work • Safe environment • Facilitator • Group size • Food • Interactive activities • Overview/background of TMS • Volume of information • Not asleep • Timing • Diversity • Capture of how TMS grew

• PowerPoint • Other faces and organizations • Technology side • More information on accreditation • What is the standard? Understanding of

the standard • More opportunities to get together – talk,

sharing


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