This training not only covers what to do before, during, and after an interview but also gives helpful advice when you have difficulty understanding the person’s communication. The information in this course is useful for anyone - including healthcare staff with intermediate and advanced levels of experience - responsible for setting up services and supports for others, including those with support needs related to a mental illness, intellectual and developmental disabilities, physical disabilities, substance use, poverty, or other support needs. This course is part of a series of e-learning courses that lay the foundation for a deeper understanding of the Personal Outcome Measures® approach, identifies and explains the 21 indicators across services settings, and explores the practical use of Personal Outcome Measures®. You are encouraged to complete them as a suite in order to gain as much in-depth knowledge and as many skills as possible.
This activity is approved for 2.50 contact hours.
Section 1: Introduction
About This Course
Section 2: Personal Outcome Measures®
Sandra’s Lesson in Interviewing
Traditional Views of Quality Assurance
Changing Values and Attitudes
Personal Outcome Measures® for Quality Enhancement
Personal Outcome Measures® for Adults
Beyond Processes to Outcomes
Personal Outcome Quality Evaluation Principles
Stop and Think...
New Ways, New Tools
New Ways of Learning
Wendell’s Rights and Choices
Section 3: Setting the Stage
Focus on People
Learning about People
Purpose of the Interviewing Process
The Person as the Authority
Think about It….
Getting Familiar with the Outcomes
Practice Makes Perfect
Be Committed to Gathering Information
Communication Without Words
Information Gathering Process
Carol and Tom
Section 4: The Interview
Setting up the Interview
Before the Meeting
Having Other People Present
Eye Contact and Reactions
Recording and Sharing Information
What Should I Do If Someone Tells Me Something Reportable?
Recording and Sharing Information
Additional Interviewing Tips
Try It Out!
Use Open-Ended Questions
Tips for Effective Listening
What If You Have Problems Communicating with Someone?
After the Interview, Follow-Up
Can You Help George Out?
Section 5: Interviewing and the Personal Outcome Measures® Assessment Workbook
Personal Outcome Measures® Guidance
People Exercise Rights – Overview
Information-Gathering: Conversation with the Person
Information-Gathering: Follow-Up Questions
Tips for Using the Questions to Gather Information
Let’s Help Sandra Out
Section 6: Put into Practice
Put Into Practice: Hands-On Experiences
Creating Your Own Work Portfolio
Section 7: Conclusion
Cathy Ficker Terrill’s career has included working in government, non-profit organizations, university teaching, advocacy and supporting and mentoring self advocates. Before joining CQL on January 1, 2013, Cathy was President and CEO of The Institute on Public Policy for People with Disabilities, an Illinois based organization dedicated to providing leadership and technical assistance to drive public policy and promote best practices for individuals with disabilities. Cathy previously served as President and CEO of the Ray Graham Association, where she utilized the CQL Personal Outcome Measures® to reinvent a provider agency to become a more community based, person-centered organization. Ray Graham Association was the first organization to be accredited with both the Quality Measures 2005® and the latest standards, Person-centered Excellence Accreditation. Past President of the American Association on Intellectual and Developmental Disabilities (AAIDD), as well as a former President of Illinois TASH, Cathy authored a manual on Consent Issues for Self-Advocates and Direct Care Staff. Terrill was a two term Presidential Appointee to the President’s Committee for People with Intellectual Disabilities (PCPID). For the past 20 years, Cathy has volunteered internationally, helping to create services for people with disabilities in Kosovo, Poland, Russia, Korea, Cyprus, Lithuania, Japan, Saudi Arabia and China. Disclosure: Cathy Ficker Terrill, M.S. has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.Instructor: Mary Kay Rizzolo, DrPH
Mary Kay Rizzolo is the President and CEO of CQL | The Council on Quality and Leadership. Before joining CQL on January 19, 2016, Mary Kay was the Associate Director of the Institute on Disability and Human Development (IDHD), the University Center for Excellence on Developmental Disabilities for the State of Illinois. She has also served as a Clinical Associate Professor in the Department of Disability and Human Development at the University of Illinois at Chicago (UIC) where she mentored students and taught classes on disability policy and community integration for people with disabilities. Mary Kay previously worked at the Coleman Institute for Cognitive Disabilities at the University of Colorado, was a member of the State of the States in Developmental Disabilities project for almost two decades, a front line supervisor at a large ICF/DD and managed a three-county program that provided home-delivered meals and programming for older adults. Mary Kay holds a Doctorate in Public Health (University of Illinois at Chicago), a Master’s in Psychology (North Carolina Central University) and a Bachelor’s in Psychology (University of North Carolina – Chapel Hill). Mary Kay is the author of over 50 book chapters, journal articles and reports, focusing on public and financial spending in the states, family support, HCBS Waiver services, and cognitive technologies. Disclosure: Mary Kay Rizzolo, DrPH has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
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