STAFF DEVELOPMENT CURRICULUM |
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Customer Service Skills - 1 day Quality customer service begins at home. How staff treat customers is a reflection of how they treat each other. Quality customer service must be more than behavior. It must be a center value. Learn: Factors that contribute to quality customer service To generate standards for customer quality assurance To recognize customer requirements and ways to meet expectations Back To The Top |
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Peer Counseling / Mentoring Skills - 1 day A unique characteristic of independent living service is the involvement of peers. Peer counseling requires skills that encourage working with not doing for. Learn: Communication skills of listening and rephrasing to confirm understanding To negotiate limits and set boundaries for involvement To guide consumer activity and reinforce independence and constructive behavior Back To The Top |
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Problem Solving Skills for Staff - 1 ½ day Problem solving is a challenge that every staff person faces. Supporting a consumer in achieving their independent living goals involves modeling effective problem solving skills and techniques. Learn: Techniques to examine decision situations and select appropriate strategies To apply evaluation tools to weigh the advantages and disadvantages of alternatives Strategies to enhance the success of decision choices Back To The Top |
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Independent Living Philosophy and History ½ day Compare and contrast the values and beliefs of people with disabilities with those of non-disabled people. Examine how these values and beliefs shaped and directed the independent living and disability rights movement. Learn: How values and beliefs contributed to I L Philosophy Historical factors that contributed to the disability rights movement The role of I L Philosophy in center operation and community involvement Back To The Top |
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Culture Competency / Culture Brokering - 1 ½ day Foreign-born people with disabilities have traditions and beliefs that may hinder or complicate service delivery from independent living center staff. Skills for bridging the cultural gap are necessary in our changing society. Learn: How to identify potential cultural barriers to service Strategies to overcome barriers while respecting cultural values and traditions To establish service safeguards to maintain connections with foreign-born consumers Back To The Top |
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Disability Sensitivity - ½ day The cross disability nature of independent living centers and emerging disabilities require centers and staff to be models for disability sensitivity and awareness. Overcoming stigma requires knowledge and commitment. Learn: The nature of different disability types To identify hidden attitudinal and physical barriers Ways to make your center a model for awareness and sensitivity Back To The Top |
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Time Management - 1 day It's 5:00 pm, the end of a working day and you are frustrated because you accomplished half of what you set out to do. Time management is a problem that plagues most employees. There are solutions. Learn: To make decisions about tasks and priorities that impact time Time saving techniques to reduce or eliminate time wasters To develop good time management habits to reduce stress. Back To The Top |
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Community Organizing - 1 day Rallying people with disabilities for systems change is one way that the independent living and disability rights movement made significant strides. It is as important today as it was twenty-five years ago. Learn: How to motivate people and overcome their reluctance to get involved How to work with legislators How to work with the media and use the Internet Back To The Top |
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Presentation Skills for Staff - 1 ½ day Become comfortable and proficient presenting in front of groups. Center staff and board members may be called upon to present information about their center at meetings with other community organizations. Make your presentation memorable. Learn: How to prepare an effective presentation including rules for media How to handle "stage fright" jitters How to engage your audience and hold their attention Back To The Top |
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Ethics and Confidentiality - ½ day For independent living centers, confidentiality and privacy concerns go beyond the protection of consumer information. Center policies and procedures regarding staff and board communication behavior are critically important to center integrity. Learn: How core values and ethics influence communication behaviors and confidentiality. Examine the privacy and confidentiality requirements of HIPAA and the implications of those requirements for independent living centers. Explore the impact of expectations of confidentiality and ethics on center policies and procedures. Back To The Top |
the Western New York Independent Living Project, Inc.
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info@wnyilp.orgReturn to
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Webmaster:
David J Schmahl