0 Get to the Core of it: Individual Advocacy A National Webinar/Teleconference Presented by: Greg...
-
Upload
lucinda-bradford -
Category
Documents
-
view
216 -
download
0
Transcript of 0 Get to the Core of it: Individual Advocacy A National Webinar/Teleconference Presented by: Greg...
11
Get to the Core of it: Individual Advocacy
A National Webinar/Teleconference
Presented by: Greg Jones & Brad Brooks
WednesdayJune 9, 2010
3:00 PM – 4:30 PM EDT
CIL-NET Presents…
22
Get to the Core of it: Individual Advocacy
A National Webinar/Teleconference
Presented by: Greg Jones & Brad Brooks
WednesdayJune 9, 2010
3:00 PM – 4:30 PM EDT
CIL-NET Presents…
33
Introduction
People with disabilities experience wide range of barriers that can present in any arena that involves simply “living free”
These barriers include a wide array of bureaucracies, including Social Security, Medicare, Medicaid, HUD or any other state federal system
What follows is what works for our CUSTOMERS
44
Overview of Program at SKIL
Customers!!!! Listen, Listen, Listen! Listen? Empathy is essential Build trust and understanding Research the problem
55
Overview of Program at SKIL, cont’d.
Prepare Execute Build “Believify” “Dreamify”
66
Systems Knowledge
Precursor to individual advocacy– Awareness is key
Examples– Know all systems involved– Understand the workings and complexities
of bureaucracies– Know someone within each bureaucracy– Go Country? Get to know folks.
77
Show Empathy
Empathy: “the ability to imagine oneself in another’s place and understand the other’s feelings, desires, ideas, and actions”, or “seeing a situation through someone else’s eyes”.
Be human Be a peer Feel the pain Feel the anxiety Feel the crisis
88
Build Mutual Trust
Be a friend Don’t “over-professionalize” Remove intimidation factors Interact with other customers or co-
workers as you prepare to act with a new customer
99
Research the Problem
Research at SKIL– Online– Manual– Know somebody– Relationships, relationships, relationships?
1010
Prepare for Visit with Customer
Go retail Go Country Go Charlie Olson
1111
Execute
Get what the customer needs? Get what the customer wants -- neither
is your decision! Politically correct Stomp on toes
Got questions?
1212
Questions & Answers
1313
Behind the Scenes at SKIL
Relationships! Relationships! Relationships?
Each person at SKIL builds and maintains relationships with important contacts
Let co-workers do what they do best. You do the rest.
Focus on trust and integrity
1414
Behind the Scenes at SKIL, cont’d. Unwritten expectation is to be
accountable and own your mistakes
Excuses to the customer: Unacceptable
Apologies: On the mark Be responsible. Learn how to
Apologize.
1515
Get in the Mud or go off the Cliff
You must provide support You may be the only support available You expect customers to follow your
lead, but learn how to follow your customers
It may be difficult; you may have to get aggressive.
Example
1616
Hand Holding to Freedom
“I’ll do that with you and/or for you” It might take baby steps, but you help
your customers let go Barrier is that sometimes it’s quicker
to do it for the customer rather than with
Draw a map to freedom Example
1717
Empowering self-advocates
Nurture one-on-one relationships Introduce them to the network Hand holding Nudge folks to increased
responsibilities Congratulations are in order Recognitions
1818
People First, Paper Last
Open door policy– Confusing, chaotic, not orderly, its real, it’s
our culture Center should be a safe place for all
people Be accessible to customers Trust the Network – do not design the
network Allow the Network to grow Be a link
1919
Don’t be afraid to get burned or embarrassed
People will take advantage of your good nature
Try not to be judgmental Leave your personal morals and
judgment at the door Be available beyond the norm Trust the network
2020
“Believify”
You must believe in the abilities of the customer to succeed
Do not question. Just believe. Blind faith.
2121
“Dreamify”
Everybody has dreams Never steal anyone’s dreams Body completes the picture the mind
paints
Got questions?
2222
Questions & Answers
Wrap Up and Evaluation
Click the link below now to complete an evaluation of today’s program found at:https://vovici.com/wsb.dll/s/12291g452ae
CIL-NET
Support for development of this Webinar/teleconference was provided by the U.S. Department of Education, Rehabilitation Services Administration under grant number H132B070002-09. No official endorsement of the Department of Education should be inferred. Permission is granted for duplication of any portion of this PowerPoint presentation, providing that the following credit is given to the project: Developed as part of the CIL-NET, a program of the IL NET, an ILRU/NCIL/APRIL National Training and Technical Assistance Project.