New Social Services Supervisor Training and Certification Manual

Transcription

1 New Social Services Supervisor Training and Certification Manual Division of Family and Children Services Education and Training Services Section April 1, 2006 Revised May 19,

2 Contents Overview of Social Services New Supervisor Training, Certification and Follow Up Training Mandatory Training and Certification Requirements for all Social Services Supervisors Description of Training and Certification Components New Supervisor Certification Process Checklist New Social Services Supervisor Certification Program Ongoing Professional Development for Case Managers and Supervisors Certification Field Observation and Record Review Guidelines and Forms Revised May 19,

3 Overview of New Social Services Supervisor Training, Certification and Follow Up Training Training and certification for new Social Services Supervisors is a sequenced combination of online training, field practice activities, e-mentoring and classroom instruction. Certification activities are interspersed at key points. Supervisors who are not already certified in the program they will be supervising should refer to the section below on Mandatory Training and Certification Requirements for all Social Services Supervisors for information on how to proceed. For supervisors who are already certified in their area of program responsibility, the chronological training sequence is as follows: Tools for Social Services Supervisory Practice Series Week 1 Week 2 New Supervisor Online Training Tools of the Trade classroom training Tools of the Trade knowledge test *Note: New supervisors in Fulton and Dekalb Counties must complete the above 40 hours of classroom training and pass the Tools of the Trade classroom test with a 70% or higher score prior to assuming any supervisory duties. Week 3 Week 4 Weeks 5, 6, 7 Week 8 Week 9 Week 10 Field practice Field practice Field practice, Certification Field Based Observations, Certification Second Level Record Review PMP Training OHRMD Skills for Successful Supervision Interim Performance Review Initial Certification in Supervision County Directors make a decision about certification after the trainee successfully completes the entire Tools for Social Services Supervisory Practice training series (online, classroom, field, PMP and skills for supervision) and successfully completes the Revised May 19,

4 observations and second level record review. In making the certification decision, County Directors should consider the new supervisor s performance over the entire training period, the assessment results, and feedback from the Field Program Specialist and trainer (E-mentor). The county director or new supervisor s supervisor completes the attached New Supervisor Certification Process Checklist and s it to mtbenkoski@dhr.state.ga.us. A copy of the New Supervisor Certification Process Checklist should be maintained in the new supervisor s personnel file, along with verification that each component has been completed. Ongoing Certification in Supervision After the supervisor is certified, the following activities are required over the next 6 months. The new supervisor s immediate supervisor and/or the Field Program Specialist must conduct regular second level reviews. The new supervisor s immediate supervisor and/or the Field Program Specialist must provide ongoing supervisory coaching and mentoring. The immediate supervisor must complete an Interim PMF on the new supervisor within six (6) months of certification. The new supervisor must complete follow up course(s). Additional required coursework is under development. The new supervisor must obtain 20 hours of ongoing professional development annually. Follow Up Training: Required Courses CPS Supervisors Foster Care Supervisors Adoption Supervisors Resource Development Supervisors Requirement for Supervisors of FTM facilitators Empowering The Manager Empowering The Manager Empowering The Manager Empowering The Manager Empowering The Manager Supervisor Academies Supervisor Academies Supervisor Academies Supervisor Academies Supervisor Academies Revised May 19,

5 Mandatory Training and Certification Requirements for all Social Services Supervisors Certification in the program area of responsibility (CPS, PLC, and Adoption) is recommended as a pre-requisite to the new supervisor attending the Tools for Social Services Supervisory Practice Training series. Even though program certification can take place after the classroom training, the Education and Training Services Section has determined that new supervisors who are already certified in their program area are better prepared for success in all phases of Tools of the Trade. Following are the requirements regarding program certification for supervisors who are not already certified in the program area they will be responsible for supervising. Program Certification Requirements for supervisors not certified in a program area or changing program area Child Protective Services Foster Care Adoption On line training: CPS investigations and ongoing Child Protective Services: Process, Practice and Policy (Classroom training) CPS Knowledge Assessment (in class) Must score 70% or higher Second Level CPS Record Review On line training: Foster Care Foster care Services: Process, Practice and Policy (classroom training) Foster Care Knowledge Assessment (in class) Must score 70% or higher Second Level Foster Care Record Review On line training: Foster Care Foster care Services: Process, Practice and Policy (classroom training) Foster Care Knowledge Assessment (in class) Must score 70% or higher Second Level Foster Care and Adoption Record Review Required Program Follow-up Training for New Supervisors (if never taken as a Case Manager) CPS Supervisors Foster Care Supervisors Adoption Supervisors Resource Development Supervisors Additional Requirements for Supervisors of FTM Facilitators Legal: 12 hours Substance Abuse: 18 hours Family Violence: 6 hours *Total: 36 hours Legal: 12 hours Substance Abuse: 18 hours Family Violence: 6 hours IV-E classroom: 12 hours Total: 48 hours Legal: 12 hours Family Violence: 6 hours IV-E classroom: 12 hours Adoption Assistance: 6 hours Total: 36 hours Legal: 12 hours ASAP: 30 hours Family Violence: 6 hours Total: 48 hours FTM Overview: 12 hours FTM Skills Building: 12 hours Follow up Practice Activities required to be an Approved FTM Facilitator Total 48 hours One training day = 6 hours Revised May 19,

6 Description of Training and Certification Components New Supervisor Online Training and quizzes can be accessed at the following website address: Online training must be completed successfully before a certification decision is approved. We recommend that the online training be completed before classroom training begins. The trainee prints on-line training test results at the successful completion of each module. Tools of the Trade classroom training consists of five days of class work, additional assignments, and reading totaling 40 hours. Due to the intensive commitment required of participants in this training, we strongly recommend that all interruptions be kept to a minimum during the week of classroom training. The trainer will provide a Supervisor s Feedback Form for each participant. This form will be sent to the individual identified on the online training system as the trainee s supervisor. The Feedback Form should be included in the supervisor s certification file, which is maintained in the County Office. Registration for Tools of the Trade can be made by accessing the following web address: The trainee should be registered by their supervisor or training coordinator. All information requested must be completed. A confirmation and letter will be sent to the trainee and the supervisor or training coordinator at the address on record with the registrar. If no is immediately received upon registration, information on file is not accurate and must be updated. The confirmation letter must be received by the trainee as it includes information regarding the location of training, directions to the training site, dates of field practice and what to take to New Social Services Supervisor training ( Further information regarding registration and updating employee information may be obtained by contacting the following addresses: ssregistrar@dhr.state.ga.us. or ofiregistrar@dhr.state.ga.us. Tools of the Trade includes a written test. The test is taken on the last day of class and covers material addressed in class and in the additional reading assignments. We strongly encourage trainees to study during the week, as successful completion of the class requires a test score of at least 70 %. If the trainee does not pass the Tools Knowledge test on the first attempt, the county director may provide the trainee with remediation and/or allow the trainee to retake the knowledge test. If the trainee fails to pass on the second attempt, the county director considers the individual circumstances and makes a decision regarding the trainee s continued training and/or employment at the supervisory level. At all times, the county director maintains the rights regarding employment decisions. Scores from the classroom knowledge test results are available to the trainee and the supervisor on the trainee s transcript at Arrangements for retaking the written test must be Revised May 19,

7 made through the Administrative Training and Development Unit at Tools of the Trade Field Practice consists of 15 consecutive workdays and begins immediately following the classroom training. The trainee is automatically registered for Field Practice when registering for classroom training. The trainee will need approximately forty hours of protected time over the 15 day period to complete all activities. No other training or leave should be scheduled for the trainee during the identified Field Practice period. If a trainee acknowledges during Tools classroom that they have leave or training commitments that interfere with their field practice, they will be instructed to reschedule those conflicting commitments or to return to their county and reschedule Tools of the Trade. During this period, the new supervisor is instructed to complete activities and exercises as outlined in Tools of the Trade: Supervisory Practice Activities Guide. The E-mentor (a mentor who communicates primarily through electronic means with the new supervisor) provides the new supervisor with support, coaching, encouragement and the guidance necessary for successful completion of the requirements within the 15-day period. At the end of each week, the E-mentor sends a status report to the county director. Through discussion with the new supervisor, the E-mentor and/or field program specialist and the trainee s immediate supervisor will make a determination as to when each activity is completed. Once an activity is deemed completed, the new supervisor, his/her immediate supervisor, and the E-mentor will sign off on the completion signature page. At the end of the 15 days, the county director will be notified of the new supervisor s status, i.e., successful completion of the Field Practice or failure to complete. A notice of failure to complete will include the list of incomplete activities. Should the supervisor fail to complete all activities, the County Director may determine a plan of action to assist the supervisor in completing the field practice activities later. This may require the assistance of the Field Program Specialist. Final Certification may not be conferred until the completion of all Field Practice Activities. The field Practice Guide is provided to each trainee on the final day of classroom training. The Field Practice Guide can also be located on line at the following web address by April 1: Field Observations are completed by the Regional Field Program Specialist or County Director designee who is not the direct supervisor of the trainee being observed. Observations are to be made of the new supervisor conducting a unit meeting, an individual conference and an interaction with a peer in DFCS or a partnering community agency. Observation Checklists for Certification of Social Services Supervisors are attached. Record Reviews are required in all program areas supervised. The new supervisor completes a case record review in each program area he or she supervises. The new supervisor uses the Case Record Review Guides in Chapter 70 of the Social Services Manual for this purpose. The Regional Field Program Specialist or the County Director Revised May 19,

8 designee (who is not the direct supervisor of the trainee) assesses the trainee s case record review(s) and makes recommendations regarding successful completion of this activity or the need for additional work in this area. Detailed instructions for this process are in the section of this manual entitled Observation and Record Review. PMP Training and Skills for Successful Supervision are provided by OHRMD. Georgia Fundamentals of the Performance Management Process consists of two days of classroom training. Skills for Successful Supervision totals three days of classroom training. Registration for both trainings can be made at the following web address: Revised May 19,

9 New Supervisor Certification Process Checklist Name: County Program Area(s) of responsibility: Social Services Supervision CPS (includes CPS Investigations and CPS Ongoing) Foster Care Adoption The following indicators must be considered in making the certification decision(s). Please document the date for each or if appropriate, that a waiver was approved and the date Program certification in all program areas of supervisory responsibility Online Training for Social Services Supervisors satisfactorily completed Tools of the Trade classroom training satisfactorily completed Tools of the Trade knowledge test passed (score of 70% or higher) Trainer feedback form received and reviewed Tools of the Trade field practice satisfactorily completed Trainer feedback forms received and reviewed Supervisor Certification Field Observations satisfactorily completed Supervisory Record Review satisfactorily completed PMP Training completed OHRMD Skills for Successful Supervision completed Interim Review completed Certification Granted: (circle one) Yes No County Director making decision Date Comments: Documentation of Certification Decisions: 1. Complete this form and place in the employee s personnel file. The county director making the certification decision must sign this form. 2. To ensure that the certification decision is entered into the Transcript System, this form to mtbenkoski@dhr.state.ga.us Revised May 19,

10 New Social Services Supervisor Certification Program What is the New Social Services Supervisor Certification Program? The social services supervisor certification Program (SSSCP) consists of training, professional development activities and assessments all designed to establish a professional, stable, and competent Social Service workforce in the Division of Family and Children Services. What are the objectives of SSSCP? The objectives of SSSCP are threefold: to hire and or promote appropriate and qualified staff for social services supervisor positions; to promote a basic standard of practice for supervisors; and to provide staff with professional development and career opportunities. What does SSSCP consist of for new supervisors? Certification is obtained through the Tools for Effective Supervisory Practice Training series. Trainees complete classroom and online instruction and participate in field practice activities. Assessments occur throughout the training to determine training effectiveness. Once new supervisors complete the training series, two final applications of learning occur--a case record review and a field based observation. County Directors make the certification decision based on the new supervisor s performance over the entire training period, assessment results and feedback from the Field Program Specialist and trainer (E-mentor), as well as from any additional staff involved with the new supervisor s training. Note: New supervisors in Fulton and Dekalb Counties must complete 40 hours of classroom training and pass the Tools of the Trade classroom training knowledge test with a score of 70% or more prior to assuming any supervisory responsibilities. What does being certified mean? It means that the supervisor has completed training and/or professional development activities and has demonstrated a basic level of competency on the assessments. Certification is not a license, and it is not a substitute for a professional social work degree or a public administration degree. Certification should represent only the beginning of continuous professional development, which the supervisor will engage in throughout his/her career. What if the trainee fails the Tools of the Trade Knowledge Test (scores below 70%)? The Tools of the Trade knowledge test must be successfully passed as part of the certification process. If the trainee does not pass the Tools Knowledge test on the first attempt, the county director may provide the trainee with remediation and/or allow the trainee to retake the knowledge test. If the trainee fails to pass on the second attempt, the county director considers the individual circumstances and makes a decision regarding the trainee s continued training and/or employment at the supervisory level. At all times, the county director maintains the rights regarding employment decisions. Once I obtain certification, why do I have to continue to obtain 20 professional development hours each year? In child welfare practice, studies acknowledge that it takes at least two years to learn the case management position. Having excellent case management skills does not equate to proficiency in supervision of case managers. Policy and Practice change continuously. The required 20 hours of professional development training helps supervisors stay abreast of changes in child protection policy and the most recent practice models, and also assist the supervisor in building management skills. Questions? Please address any questions to the Administrative Training and Development Unit at mtbenkoski@dhr.state.ga.us. Revised May 19,

11 Ongoing Professional Development for Case Managers and Supervisors Supervisors and Case Managers are required to obtain 20 hours of ongoing professional development annually. The Education and Training Services Section has approved the following courses for ongoing professional development hours. For the new case manager or new supervisor, we recommend they be taken in sequence if possible and available. CPS Case Managers Foster Care Case Managers Adoption Case Managers Resource Development Case Managers Additional Requirements for FTM Facilitators Advanced Interviewing: 12 hours** Advanced Interviewing: 12 hours** Advanced Interviewing: 12 hours** Advanced Interviewing: 12 hours** None at present Working with Teens: 12 hours** Working with Teens: 12 hours** Working with Teens: 12 hours** Working with Relatives: 12 hours** Working with Relatives: 12 hours** Working with Relatives: 12 hours** Working with Relatives: 12 hours** Emotional Survival: 6 hours Forensic Interviewing: 12 hours** Forensic Interviewing: 12 hours** Forensic Interviewing: 12 hours** Forensic Interviewing: 12 hours** Systemic Impact of Meth: 12 hours Systemic Impact of Meth: 12 hours Systemic Impact of Meth: 12 hours Systemic Impact of Meth: 12 hours Family Centered Practice: 12 hours Family Centered Practice: 12 hours Family Centered Practice: 12 hours Family Centered Practice: 12 hours Impact of Maternal Substance Abuse: 12 hours Impact of Maternal Substance Abuse: 12 hours Impact of Maternal Substance Abuse: 12 hours Impact of Maternal Substance Abuse: 12 hours * One training day = 6 hours Note: Other Professional Excellence courses are under development and will be announced as they are released including: Child Development Family Violence II Latino community Child Welfare Evidenced based practice Advanced Documentation Rural Social Work Practice Revised May 19,

12 Certification Field Observation and Record Review Guidelines and Forms Revised March 29,

13 New Social Services Supervisor Certification Observation/Second Level Case Record Review Process Who? The Field Program Specialist, Program Director/Administrator, Deputy Director, or Director (not the direct supervisor of the trainee) is responsible for completing the observation checklists/second Level Case Record Reviews What? The observation checklist is a tool designed to capture skill-based behaviors. The checklist is divided into three categories: unit meeting, individual conferences, and peer interactions The record review form is the program case review guide from Chapter 70 of the Social Services Program Manual. When? The observations and second level record review process should begin after the new supervisor has completed 40 hrs of classroom training and 15 days of field practice with the E-mentor. Where? Observations may occur in the office or field, depending on the nature of the observation. The second level record review is done in the office. Why? Observations and record reviews allow the supervisor to demonstrate that a transfer of learning has occurred. Revised March 29,

14 How does the observation process work? 1. The observer contacts the new supervisor to arrange a date and time for the observation to take place. 2. The new supervisor prepares for the observation by scheduling a unit meeting, a conference and an interaction with a peer (a peer is anyone who holds an equivalent position in your agency or another agency). 3. The observer reviews the contents of the observation checklist/instructions/glossary before beginning his/her observation. 4. The observer completes the observation checklist as each event occurs. 5. Both the observer and new supervisor discuss and sign off on the observation checklist. 6. The observer determines successful completion of the activity by evaluating all aspects of the checklist and the performance observed. 7. The observer and/or the new supervisor may decide that an additional observation is needed to consider this activity successfully complete. 8. The observation checklist, decision regarding successful completion, and sign off page is given to the County Director for consideration in making the final certification approval. 9. The observer will discuss the results of the observations/second level reviews with the County Director. If concerns are noted, the County Director will determine: (1) which concerns will be addressed in house; (2) what observations/second level reviews need to be repeated; (3) if more specific training is needed. The Director makes the decision to continue with the certification process by implementing one or more of the above, or may decide that this supervisor does not and cannot meet the supervisor certification standards. Revised March 29,

15 How does the Case Record Review process work? 1. The new supervisor prepares for the second level case record review by conducting a record review in each program supervised, using the case record review guide for each program area from Chapter 70 of the Social Services Program Manual. The supervisor may use the Social Services Manual and any other available written resource during this case review. 2. The second level reviewer conducts a review using the same program case review guide from Chapter 70 of the Social Services Program Manual. 3. Following the review, the second level reviewer compares the findings on the two review guides and scores the supervisor s review guide to determine the accuracy of the supervisor s review. A score of 80% correct is considered as passing for this activity as it is basically a policy open-book assessment. 4. Both the observer and new supervisor discuss and sign off on the review guides. 5. The observer and or the new supervisor may decide that an additional second level review is needed to consider this activity successfully complete. 6. The review guides, decision regarding successful completion, and sign off page is given to the County Director for consideration in making the final certification approval. 7. The second level reviewer will discuss the results of the observations/second level reviews with the County Director. If concerns are noted, the County Director will determine: (1) which concerns will be addressed in house; (2) what observations/second level reviews need to be repeated; (3) if more specific training is needed. The Director makes the decision to continue with the certification process by implementing one or more of the above or may decide that this supervisor does not and cannot meet the supervisor certification standards. Revised March 29,

16 GUIDE TO COMPLETION OF UNIT MEETING OBSERVATION AND CERTIFICATION CHECKLIST It is crucial to guard against bias and to be as objective as possible. The observation checklist s focus is on the specific behavior. However, try to observe as many areas of behavior as possible. For example, on the question, Did the supervisor recognize teachable moments and use these to coach and mentor staff: the supervisor may have recognized and addressed a teachable moment opportunity, but may not have been professional in communicating this to staff. Prior to the observation, carefully study the questions, the glossary and the definitions of this tool. While observing your supervisor, remain with them at all times and keep distractions to a minimum. Be friendly, but limit interactions as much as possible. Avoid discussions and reacting to situations. Of course, exceptions can occur, i.e., endangerment of a child. There will be an opportunity to debrief and discuss the observations when signing off on the observation checklist completion sheet. YES means that the supervisor completed requirements for this item. NO means that the supervisor did not complete the item. N/A means that this item does not apply in this situation. COMMENTS The comments should be brief and specific. Any answer of No or N/A requires a comment. *Question 9. Part of being an effective instructor involves knowing how adults learn best. Some identified characteristics of adult learners include the following: adults are autonomous and self-directed, have accumulated a foundation of life experiences and knowledge, are goal and relevancy-oriented and practical, and must be treated with respect. Revised March 29,

17 *Question 10. Participants were introduced to formal stages of worker development in Supervisor Classroom material. Here, the concern is not whether the supervisor understands those formal stages, but whether the supervisor is aware of and sensitive to the learning needs of workers who are new, those who have been employed for some time, but still have a lot of learning to do, and workers who are veterans. Does the supervisor present information in such a way that workers can understand it in each stage? *Question 11. Family Practice: The family unit is the focus of attention, emphasis is placed on strengthening the ability of its members to function as a family, the family is linked with comprehensive community-based services and engaged in designing all aspects of services to be provided. Overall, services are family-focused rather than focused on an individual in the family. *Question 42. Attending skills include such things as maintaining eye contact and leaning slightly forward toward the speaker. *Question 43. Reflection includes the ability to verbalize both the feelings and content of the speaker. Revised March 29,

18 UNIT MEETING OBSERVATION AND CERTIFICATION CHECKLIST ADMINISTRATIVE No. Issue Yes No N/A Comments 1 Were staff members informed of the meeting at least five workdays in advance? 2 Were minutes taken? 3 Was attendance recorded? 4 Were copies of handouts, etc. ready for distribution? 5 Was there a plan to distribute minutes to participants within five workdays? 6 Does the supervisor have a plan to provide information from the meeting within five workdays to staff members who were absent? 7 Does the supervisor have a file that contains agendas, minutes, and handouts from Unit Meetings? (These can be in a computer file and do not have to be hard copies.) Revised March 29,

19 EDUCATIVE No Issue Yes No N/A Comments 8 Was training a component of the meeting? 9 * Did the supervisor use adult learning principles while training? 10 * 11 * Did the supervisor train at a level that was understandable by all workers, regardless of the stage of worker development? Did the supervisor show the connection between the training curriculum and Family Centered Practice, if applicable? 12 Did the supervisor recognize teachable moments, and use these to coach and mentor employees? SUPPORTIVE No Issue Yes No N/A Comments 13 Were any staff members recognized for recent achievements? 14 Were teamwork efforts acknowledged? Revised March 29,

20 SETTING No Issue Yes No N/A Comments 15 Was the arrangement of the room conducive to the type of meeting held? 16 Did the supervisor position him/herself to be seen and heard by all participants? 17 Were distractions kept to a minimum? AGENDA No. Issue Yes No N/A Comments 18 Did the supervisor use a written agenda? 19 Was the agenda shared with staff at least one workday in advance of the meeting? 20 Did the supervisor encourage staff input for the agenda and/or specific items? 21 Was the agenda followed? 22 Were the agenda items important? 23 Were the agenda items relevant? Revised March 29,

21 PROFESSIONALISM No Issue Yes No N/A Comments 24 Was the tone of the meeting congruent with what needed to be accomplished? 25 Did the supervisor say, I don t know, when such a reply was appropriate? 26 Did the supervisor agree to check on policy clearances or get additional information where necessary? 27 Did the supervisor respond to questions accurately? 28 Was the supervisor respectful to staff members? 29 Were all staff members, regardless of culture, treated impartially? Revised March 29,

22 LEADERSHIP No Issue Yes No N/A Comments 30 Did the supervisor maintain the focus of the meeting so that the group stayed on task? 31 Did the supervisor practice the democraticparticipative leadership style during the meeting by encouraging staff to participate fully? 32 Did the supervisor appear to be at ease in leading the meeting? 33 If conflict and/or differences of opinion arose during the meeting, did the supervisor calmly and rationally seek to resolve them? 34 Were staff members provided the opportunity to ask questions? Revised March 29,

23 TIME MANAGEMENT No Issue Yes No N/A Comments 35 Did the meeting begin on time? 36 Were all staff members on time? 37 Was the length of the meeting consistent with the material covered? 38 If needed, was a break provided? 39 Was sufficient time allotted for each item on the agenda? 40 If the supervisor was unable to complete the agenda in the time allotted, was a plan made to address the remaining issues later? Revised March 29,

24 COMMUNICATION No Issue Yes No N/A Comments 41 Did the supervisor provide clear expectations for staff members on future actions? 42 * Did the supervisor practice basic attending skills? 43 Did the supervisor practice basic reflecting * skills? 44 Was the supervisor responsive to the various communication styles of staff members? 45 Did the supervisor effectively use verbal, para-verbal, and non-verbal communication skills? (Para verbal refers to tone, inflection, and rate. Non verbal refers to body language) Revised March 29,

25 Unit Meeting Observation Checklist The supervisor successfully completed the requirements of this activity Observer New Supervisor Date Comments The supervisor did not successfully complete the requirements of this activity Observer New Supervisor Date Comments Revised March 29,

26 GUIDE TO COMPLETION OF INDIVIDUAL CONFERENCE OBSERVATION AND CERTIFICATION CHECKLIST YES means that the supervisor completed requirements for this item. NO means that the supervisor did not complete the item. N/A means that this item does not apply in this situation. COMMENTS. The comments should be brief and specific. Any answer of No or N/A requires a comment. *Question 1 Had the supervisor reviewed the notes from the employee s previous conference and any other pertinent information prior to the beginning of the conference? *Question 2 Tracking tools may include IDS caseload listings, county created logs, or some other tracking or listing tool. *Question 4 The supervisor may use a Conference Guide, the Management Review Form, or some other documentation tool. *Question 7 Supervisors were introduced to a Problem Solving method in their classroom training. If an issue presented in the conference called for a Problem Solving method to be used, did the supervisor follow a series of steps beginning with assessment of the situation and moving through to resolution? *Question 11 Did the supervisor practice such attending skills as leaning slightly forward and maintaining eye contact? Was the supervisor able to reflect both content and feelings back to the employee? Revised March 29,

27 *Question 13 Family Practice: The family unit is the focus of attention, emphasis is placed on strengthening the ability of its members to function as a family, and the family is linked with comprehensive community-based services and engaged in designing all aspects of services to be provided. Overall, services are family-focused rather than focused on an individual in the family. *Question 17 To help one achieve personal or professional goals by teaching, guiding, encouraging, showing. *Question 18 Positive feedback is reminding the employee of things the employee did right in the hope that those behaviors will occur again. *Question 19 Constructive Criticism is the process of offering valid and well-reasoned opinions about the work of others, usually involving both positive and negative comments given in a friendly manner. Revised March 29,

28 INDIVIDUAL CONFERENCE OBSERVATION AND CERTIFICATION CHECKLIST ADMINISTRATIVE No Issue Yes No N/A Comments 1 * Was the supervisor prepared for the conference? 2 * Did the supervisor use a tracking tool to guide the discussion of cases? 3 Did the supervisor document that the employee either is meeting expectations or has a need for improvement? 4 * Did the supervisor document the conference? 5 Did the Case Manager and Supervisor sign the documentation? 6 Was the employee provided with a copy of conference documentation notes? 7 * Did the supervisor use a problem solving method, where indicated? 8 Did the conference begin at the scheduled time? 9 Was the time allotted for the conference consistent with the content? 10 Were the supervisor s language, attitude and behavior professional? Revised March 29,

29 EDUCATIVE No Issue Yes No N/A Comments 11 * Did the supervisor model basic attending and reflecting skills during the conference? 12 * Did the supervisor provide case consultation that was consistent with policy and good practice? 13 * Did the supervisor include Family Centered Practice principles while providing direction on cases? 14 Did the supervisor make use of teachable moments to coach and mentor the employee? 15 Did the supervisor assist the Case Manager in being prepared for court? 16 Did the supervisor assist the Case Manager in understanding and using data from IDS, Master Index, PSDS and SUCCESS? 17 * Did the supervisor use coaching to promote good case management practice? 18 * Did the supervisor provide positive feedback? 19 * Did the supervisor provide constructive criticism? Revised March 29,

30 SUPPORTIVE No Issue Yes No N/A Comments 21 Was the employee given opportunities for input? 22 * Were the supervisor s responses to the employee consistent with the employee s stage of worker development? 23 Did the supervisor suggest ways for the Case Manager to practice personal safety in the field and office? 24 Were distractions kept to a minimum? 25 Were the supervisor s instructions and expectations clear, specific, and inclusive of time frames? 26 * Did the supervisor maintain professionalism when addressing employee deficiencies? 27 Did the supervisor attempt to resolve issues the employee had. Revised March 29,

31 INDIVIDUAL CONFERENCE OBSERVATION AND CERTIFICATION CHECKLIST The supervisor successfully completed the requirements of this activity Observer New Supervisor Date Comments The supervisor did not successfully complete the requirements of this activity Observer New Supervisor Date Comments Revised March 29,

32 GUIDE TO COMPLETION OF PEER INTERACTION OBSERVATION AND CERTIFICATION CHECKLIST YES means that the supervisor completed requirements for this item. NO means that the supervisor did not complete the item. N/A means that this item does not apply in this situation. COMMENTS. The comments should be brief and specific. Any answer of No or N/A requires a comment. *Question 3 Professional refers to the standards of conduct as outlined in the DHR Personnel Manual. Examples include things such as one s dress, language, and willingness to communicate openly. Revised March 29,

33 PEER INTERACTION OBSERVATION AND CERTIFICATION CHECKLIST No Issue Yes No N/A Comments 1 Did the supervisor review information already available on the case or situation? 2 Did the supervisor take action that was supposed to have been taken prior to the meeting? 3 * Did the supervisor maintain a professional demeanor? 4 Did the supervisor present the agency/unit position in a logical and clear manner? 5 Did the supervisor defend the agency/unit position in a logical and clear manner? 6 Was the supervisor cooperative? 7 Did the supervisor assume his/her share of responsibility for future action? 8 Did the supervisor take notes? 9 Did the supervisor help to ensure that all present understood their roles or assignments prior to the next meeting? 10 Was the supervisor instrumental in seeing that the meeting remained focused? 11 Was the supervisor respectful while others were presenting? Was the supervisor comfortable in relating to his/her peers? Revised March 29,

34 PEER INTERACTION OBSERVATION AND CERTIFICATION CHECKLIST The supervisor successfully completed the requirements of this activity Observer New Supervisor Date Comments The supervisor did not successfully complete the requirements of this activity Observer New Supervisor Date Comments Revised March 29,