Providing Services Telephonically:Tips for Family and Youth Peer Support Providers
Patti Dinardo, Executive Director, AspireHope NYBrianna Gower, Director, YOUTH POWER! Families Together in New York StateKim Kaiser Parent Advisor, Families Together in New York StateKrista Kutash and Tricia Monzón, Parent Connectors Program
April 8, 2020
Webinar Basics• All are muted. Chat your questions to the host
throughout the webinar• Links to resources will be posted in the chat box• Please complete the survey following the webinar• Slides, recording , and resources will be posted
on the CTAC website www.ctacny.org• All information is current as of the date of the
webinar
Chat
Overview• Welcome (Kimberly Hoagwood (NYU Langone/IDEAS)
• Where are We Now? (Anne Kuppinger, CTAC)
• Parent Connectors (Krista Kutash and Tricia Monzon)
• Tips for Telephone Engagement (Kim Kaiser, FTNYS)
• Experience of YPAs (Brianna Gower, YP! /FTNYS)
• Experience with Telehealth (Patti Dinardo, AspireHope NY)
• Q&A (Susan Burger, FTNYS)
Challenges & Opportunities‣ Frequent guidance
updates from different places
‣ Technology challenges
‣ Families and youth under a lot of stress
‣ Work-life balance and self-care
‣ Connecting more with families and youth who are hard to reach
‣ More frequent ‘touches’ via telephone
‣ Your skills needed more than ever
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Official GuidanceFor OMH guidance on Telehealth
please visit https://ctacny.org/covid-19-resources
This webinar will not address OMH guidance on telehealth.
Poll Question
What are some concerns you have connecting with families and youth virtually?
1. Logistics – having right time and space for call2. Technology issues3. Family/youth engagement over the phone4. Confidentiality5. I have no concerns6. Other - chat in your other concerns
OverviewParent Connectors Program
Krista Kutash (Florida) & Tricia K. Monzón (Nebraska)
April 2020
Parent Connectors* calls(no face-to-face contact) Caregivers on the phone each week for about 9 months and:
• Offered emotional support through empathy and sharing experiences.
• Provided information about resources.
• Encouraged empowerment.
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* A Parent Connector is a parent/caregiver with lived experience who is providing support to other parents through a phone-based approach.
Goal of the PC Program
Assist parents of youth with behavioral challenges to become fully engaged as partners with the
school and social service systems.
Three Processes
Attitude Toward
Engagement• Social Support• Expected Benefit• Perceived Control
Parent Connector Program
Informational SupportEmotional S
upport
Parent Connector
Emotional Support
WhyNeed?
STIGMA BLAME STRESS
Strategy used by PC
Self-Disclosure
EncourageProblem Solving Skills and Promote Self -Care
DiscussCauses of ED
AFFIRMATIONAL SUPPORT Praise * Validate * Affirm
Strategies Supported by Giving
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Organizational Change
“In a lot of organizations, change is like putting lipstick on a bulldog. There’s a tremendous amount of effort involved, and most times all you get is some cosmetics– and an angry bulldog”
--Dave Murphy,
San Francisco Chronicle
The First Call
1. Is this a good time to talk?2. Remind parent about the program3. I’m a parent – my role is to support you4. Boundaries – I am not a therapist….5. Confidentiality & Limits of privacy6. Set a standard time to call
• Stay focused in topics discussed with parent.
• Show parent you are listening to them.
• Use shared experience.• Complete “record”
immediately followingphone call.
Every Call
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Research Results
From 3 Highly Controlled Studies
• Caregiver– Positive effects on:
• Level of stress, • Empowerment
– Greater satisfaction with interactions with school staff
– More meetings with school staff
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Research Results continued
• Results for the child:– Fewer suspensions from school– Greater use of MH services
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Importantly• Caregivers were highly satisfied
with using the phone for support.
• Caregivers highly satisfied with their Parent Connector.
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For more information on Parent Connectors Program, see our website athttps://cehs.unl.edu/parentconnectors/what-is-pc/
Parent Connectors is listed on The California Evidence-Based Clearinghouse for Child Welfare (CEBC)
Lessons Learned See link to “Tip Sheet” in Chat Room
Agency Prep• Phone Procedures
v Whose Phone – agency or personal v Confidentiality, Emergencies,v “Off hours” / voice mail message
• Texting v For scheduling / links to resources
• Supervision • Training and Practice with
phones is important 20
Lessons Learned continuedSee link to “Tip Sheet” in Chat Room
Training and Practice • Practice with chairs back to back• Skills
vDifferent when no visual cues available vAffirming what is heard vHelping redirect conversation that drift off topic for too longvRestating what is heard vListening skills and going with flow (example dog barking)
21PC Coach roleplaying with PC during training session
Lessons Learned continuedSee link to “Tip Sheet” in Chat
Training and Practice• Expectations and Boundaries
v First call with new families may be difficult for peer advocate when starting to use phones.
v Setting up for successv Needs private, quiet space when possible.v How does peer advocate explain to own children
about working on the phone?v Who introduces program to family?
v Help set expectations and boundaries
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Feedback
• Family members positive about use of phone
v Flexibility is key factor
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Lessons Learned continued
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Kim Kaiser, Families Together in NYSNEW GOALS SAME ROLES
CHECKING IN AND PARTNERING BY PHONE
‣ Emotional Pre-gaming
‣ Resources
‣ Compassionate Conversation Starter
Pre-gaming
County Website, DOH and CDC website for information Your agency update
Warm Line Telehealth services Crisis line
Free educational and behavioral resources
Check in….Hello_________________ This is _____. Are you able to talk?
1. How are you feeling today?
2. How is your family? Close relatives/friends?
3. Have you been directly or indirectly impacted by COVID-19?
Review, Inform, Gather, Partner“I would also like to just go through a few things with you to ensure that your family is getting what they need during this difficult time.”
Natural Supports: Do you have....
Self Care: What are you doing for YOU and your Family (Sleep? Exercise? Spiritual / Meditation?)
Activities and Structure
Review, Inform, Gather, PartnerService Providers
● Contact? ● Mental health, Recovery, Child serving agencies)
● School - IEP, OT/PT/Speech
Miscellaneous and vital:
● Groceries/Emergency Prep/Sanitizing Products? ● Food Banks/Pantry? Food pick up locations?
Answers, Ideas, Next Steps
● Review conversation
● Affirm the Struggle● Provide a positive empowering affirmation
● Ensure that you will seek the answers they need● Remind them of your constraints
● Plan next call --
● Compliment, extend a verbal hug, say goodbye
Brianna Gower, YOUTH POWER! of FTNYS‣ Identify strategies to support YOUR
health and wellness and ask for support if you need it.
‣ Set clear boundaries for when you are working and when you are unavailable
‣ If possible, create a dedicated workspace
‣ Participate in PLSD and other mutual support opportunities
YOUTH POWER! of FTNYS
‣ Check in with young people about communication methods and preferences
‣ Be creative with group opportunities and offerings
‣ Consult with your supervisor regarding supplies and supports that may be available
‣ Resource sharing
Patti DiNardoExecutive Director
Who We Are‣ Peer run, youth driven organization providing service in 9
rural counties since 1991.
Experience Working Remotely‣ 1:1 phone support for several decades‣ Staff supervision by phone due to home offices‣ Began using conference calls, webinars, and electronic
messaging ‣ Administrative meetings by phone (weather, illness etc.)
using the same methods of conference calls, shared screens, etc.)
www.AspireHope.org
2020 Accommodations for Social Distancing:
‣ Support Groups: Parent, Youth, Adult Peer groupsUtilizing Zoom for telehealth and conference calls
‣ Activities: Info sharing and discussions, general support, stress relief activities, ice breakers, games (Name That Tune, Taboo, Family Feud, in-house scavenger hunts)
‣ Frequency: From daily to 1 x per week.
‣ Duration: Generally 1 to 1.5 hours
www.AspireHope.org
Benefits‣ No childcare or transportation required
‣ Has eased some social anxiety
‣ Reduced boredom and isolation
‣ Increased participation
‣ Cross pollinated multi-county members
www.AspireHope.org
Reminders‣ Adapt, be flexible, stay positive‣ No one right way‣ Not for everyone. Use notes, emails quick calls to stay
connected and remind about group calls‣ Issues with technology will arise‣ HIPAA notifications are emailed, signed and returned for
all participants‣ Clients are reminded that sensitive issues are discussed
1:1 not at groups or through non-HIPAA compliant means. (e.g. No Facebook Messenger)
www.AspireHope.org
Remote Peer Support‣ Phone calls, Video chats, emails, text and mailed notes
help members get and stay connected.‣ Share tips and info by email or mail. ‣ Choose a mutually convenient time to talk. ‣ Reassure them background noise and interruptions are
normal. ‣ Be upbeat and supportive. ‣ Let them know they are doing the best they can, and it
will get better.
www.AspireHope.org
Remote Supervision‣ Connect with staff often
‣ We use MS Teams for messages, phone, emails,
‣ Screenshare and Team Viewer for remote help and
training
‣ Direct care staff and supervisors both need support.
www.AspireHope.org
‣ These are unprecedented times with no road map. No one is more accustomed to navigating uncharted waters than Family Support Agencies.
‣ We accept, adapt and accomplish more quickly and more successfully because that is how we have prevailed personally and professionally all these years.
‣ This too shall pass, and we will be stronger for it.
Thank you all.
Thank you for all you do!
Resources
NYS Office of Mental Health (OMH)
For OMH guidance on Telehealth during this time, please visit https://ctacny.org/covid-19-resources
State Agency ResourcesOffice of Mental Healthhttps://omh.ny.gov/omhweb/guidance/
Office of Addiction Services and Supporthttps://oasas.ny.gov/keywords/coronavirus
Office for Persons with Developmental Disabilities https://opwdd.ny.gov/coronavirus-guidance
Office of Children and Family Serviceshttps://ocfs.ny.gov/main/news/COVID-19/
Department of Healthhttps://www.health.ny.gov/health_care/medicaid/covid19/
Parent Connectors ProgramContact us:
• Krista Kutash [email protected]• Kristin Hurley [email protected]
For more information on the Parent Connectors Program, see our website at https://cehs.unl.edu/parentconnectors/what-is-pc/
Parent Connectors is listed on The California Evidence-Based Clearinghouse for Child Welfare (CEBC)
Recent CTAC OfferingsØ Screening for Trauma in a Trauma-Informed
and Bias Reducing Way in Children’s Mental Health Services
Ø Best Practices for Telehealth
Ø Telehealth for OMH and OASAS Providers During COVID-19 State of Emergency
Please visit https://calendar.ctacny.org/ to view recordings
Upcoming CTAC OfferingsØ Coping with the COVID-19 Pandemic: Understanding and
Applying the Principles and Practices of Resilience to Meet the Challenge (note: registration at capacity; recording will be posted within a few days)
Thursday, April 9th 2 PM
Ø Virtual Group TherapyWednesday, April 15th 12-1 PM
Ø From In-Person to On-Screen: Best Practices in Telemental Health with Children & Adolescents
Wednesday, April 15th 2-3 PM
Please visit https://calendar.ctacny.org/ to register
Questions and Discussion
Visit www.ctacny.org to view past trainings, sign-up for updates and event announcements, and access resources
Please send questions to: [email protected]
Logistical questions usually receive a response in 1 business day or less.
Longer & more complicated questions
can take longer.
We appreciate your interest and patience!