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 Kutash@usf.edu• Kristin Hurley Kristin.hurley@unl.edu

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: ctac.info@nyu.edu

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!