CIL-NET presents…
Beyond the Filing Cabinet: Appreciating the
Value of Consumer Service Records
A National Teleconference & Webcast
Thursday, September 3, 2009
3:00 PM – 4:30 PM EDT
Presented by:
Shari Coatney
Lou Ann Kibbee
Mary Reynolds
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Today’s Discussion
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Describe the benefits of good consumer
recordkeeping and reporting
Identify tips and strategies for streamlining
recordkeeping and reporting process
Explain how to establish rapport with
consumers for more recordkeeping success
Describe strategies for using good data for
successful marketing and planning
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What is a CSR?
 Consumer
Service Record
 Collects Data
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Why Are CSRs Important?
 Supports
consumer’s planning and
progress
 Proves what you do
 Tracks data for Government
 Supports you in a grievance
 Used as a tool for audits
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Simplifying Process - Reduce
Drudgery
Packet with all necessary forms
 Intake form with demographics
 Independent Living Plan (ILP) &
ILP waiver forms
 Grievance procedure form including
CAP information
 Voter registration form
 HIPPA Release form
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Simplifying Process – Reduce
Drudgery, contd.
 Carrying
extra release forms and
ILPs for ongoing supports
 Ongoing activity logs – tracking of
goals
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Tips and Strategies
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Train staff to know how to explain to
consumers why we need information
Do not get hung up if consumer does not
want to provide some information
Federal law requires HIPPA form
Importance of confidentiality – protects the
organization and staff as well as the
consumer
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Tips and Strategies, contd.
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Do paperwork while with consumer
Take notes so both parties know what
is expected of them
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Tips and Strategies, contd.
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Consumer logs will be easier if you
complete them while with the consumer
 Promotes trust with consumer – makes them
feel important to you
 Promotes honesty and trust with consumer
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Questions and Answers
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Establish Rapport With Consumer
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Train staff on how to build trusting
relationship with consumer
Stay real
 Do not present yourself above the
consumer
 Be honest – if you do not know an
answer, admit it and get back to them
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Value & Rationale for Writing
Down Goals/Objectives/Plans
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Consumer and staff understand what to
expect from each other
 Do not make assumptions about
consumers’ abilities
 Review plan at the end – summarize
meeting
 Provide contact information
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Value & Rationale for Writing Down
Goals/Objectives/Plans, contd.
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Most consumers know what they want,
just not how to get there
Listen for awhile so you are clear on what
they want
Consumers’ needs are an emergency to
them – Do not make them feel
unimportant
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Value & Rationale for Writing Down
Goals/Objectives/Plans, contd.
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CILs are empowerment organization –
Need to give people the power to fulfill
their dreams and wishes
Celebrate success with consumers on
every step so they do not get discouraged
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ILP & ILP Waiver
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Required to have a written ILP or an ILP
waiver
Consumer choice to write plan or waive it
Staff should explain to the consumer why
having a written plan is good
Need to develop a plan or steps to reach
the goal whether the ILP is signed or
waived
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Goal Setting
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Consumer needs to understand that ILP or
goals are not set in stone
Important to close a goal for
recordkeeping even if not reached – if
consumer is not working on a goal then
close it
Consumer can always go back to or reset
goals
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Goal Setting, contd.
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Give consumer feedback on progress of
each goal
Meet with consumer on a regular basis to
review what both have gotten done
Encourage, empower, and talk through
barriers that may require additional goal
setting
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Questions & Answers
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Other Uses For Data
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Systems Advocacy
Marketing
Resource Development
Strategic Planning
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Systems Advocacy
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Gather data of consumers served in areas
or number of consumers receiving
specific services
Good systems advocacy needs data
support
Use data in legislative and community
advocacy
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Marketing
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Data tells us what we do well and what we
do a lot
Tells us who to market to?
What underserved areas are within the
organization?
Data supports the CIL’s ability to sell
ourselves
Helps in recruiting staff
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Resource Development
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Show data when fund raising such as
number of people served
Important to break down data such as
geographic area, age, ethnicity, etc. to
support funding request
Data can be helpful when deciding which
grants to apply for
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Strategic Planning
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Data can show holes or gaps that can
be put in long range planning or
organizational goals
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Final Q & A, Wrap Up and
Evaluation
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Final questions & answers
Please complete the evaluation – your
feedback is important! Thanks!
– https://vovici.com/wsb.dll/s/12291g3f3ca
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Shari Coatney: [email protected]
Lou Ann Kibbee: [email protected]
Mary Reynolds: [email protected]
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CIL-NET
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Support for development of this Webcast/teleconference
was provided by the U.S. Department of Education,
Rehabilitation Services Administration under grant
number H132B070002-08. 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.