1. Disability Services & Legal Center Basic Orientation for Benefits Counseling

3. Housekeeping SECTION 1

4. Independent Living Movement

5. Independent Living Movement Nothing about us without us

6. Independent Living Movement Up & Down the Ladder of Independent Living Most service staff are familiar with and comfortable with providing services to increase consumer independence. Many DSLC consumers are coping with progressive and/or chronic disabilities. – These consumers need assistance to stay as independent as possible as they progress down the ladder of independence. – Peer Support and ILS services are paramount for these consumers. – AT referrals are needed to take advantage of all adaptive equipment and every supportive service available to the consumer.

7. Independent Living Movement Right to choose Right to fail and make bad choices

8. Most service staff are comfortable providing services to increase consumer independence, but uncomfortable providing services that result in the consumer making bad choices and/or failing. All DSLC consumers have the right to make their own choices (unless a minor or conserved). Some DSLC consumers make choices that increase their risk of failure and might lead to unpleasant or negative consequences. – Mentoring through Peer Support and ILS services is paramount for these consumers.

9. Independent Living Movement Fishing & Teaching to Fish Fishing for them or teaching them to fish - Some DSLC staff struggle with teaching consumers to fish. Some staff come from service backgrounds where they decided for the consumer and they were responsible for making the correct decision for the client. A nurse, an NBRC caseworker, an SSA claims rep, or a Goodwill provider might struggle with the IL model and struggle to provide services where the consumer is in charge. ILCs are unique in that they facilitate (empower) the consumer to make their own choices, good or bad. Teaching the consumer to fish is the ultimate goal of every DSLC staffer. Our goal is to work our way out of a job.

10. Independent Living Movement Individual & Group Advocacy  DSLC advocates on two levels:  Benefits staff see consumers on an individual level for their specific issues.  Benefits staff identify patterns in the benefits issues they see OR Benefits staff respond to changes in programs that affect an entire group of Individuals with disabilities (IWDs). Example: 1996 congress rescinded drug and alcohol abuse as a disability

11. Who is eligible for services? Eligibility - To be eligible for DSLC services the consumer must: – Have a disability – Have stated a need that is within DSLC’s area of service provision or is referable to other agencies – Be able to benefit from DSLC services Staff are required to “verify” these three eligibility components before a consumer is deemed eligible for DSLC services.

12. Disability? Disability – staff have varying degrees of comfort around verifying a consumer’s disability for eligibility. Some have a medical background and can identify a consumer’s disability. Some are familiar with a wide range of hearing, learning, mental, and physical disabilities. Some staff struggle with how to approach a consumer about their disability. – If you are struggling, seek out more experienced staffers who are comfortable with this part of service provision. These staff can offer a variety of ways to ask consumers about their disability.

13. Need? Have stated a need – The consumer must have a need or Goal that will further their independence. o Often, consumers have a long list of needs. o DSLC might be able to provide services to achieve some of their needs (Goals). o The staffer is responsible for filtering through the consumer’s multiple needs and assessing which needs are within DSLC’s service provision area and which needs might be met by outside referrals.

14. Can benefit from services? DSLC service provision requires work from both the service staffer and the consumer. o There are times when a consumer is suspended or denied DSLC services because they cannot benefit from DSLC services. o A consumer might miss agreed upon appointments or act inappropriately to staff or other consumers or have a drug/alcohol problems which prevents them from following through with their stated need (Goal). o When a consumer is unable to benefit from DSLC services, the service staffer must work with their supervisor to discuss and review the barriers to services, what service options are available to the consumer, and why the consumer cannot benefit from services before any possible suspension from or denial of DSLC services.

15. Safety? BC service staff must consider the safety of other staff, other consumers, and themselves when working with a consumer that has inappropriate language or behavior. o There are times when a consumer is suspended or denied DSLC services because of verbal and behavioral issues that could be dangerous to staff and consumers. o Work with your supervisor when you have a consumer with verbal and behavioral issues. Your supervisor can work on assessing the safety issues while you serve the consumer.

16. Benefits Counseling Role Benefits Counselors (BCs) – Provide information, explanations, examples and options. – Advocate for the consumer’s best outcome. – Benefits Counselors research answers. Benefits Counselors – DO NOT tell, advise, or decide for any consumer. – DO NOT assist consumers to commit fraud.

17. BCs Proactive Role Benefits Counselors (BCs) – BCs put out “fires” and respond to deadlines that are due today or tomorrow. – More important than short term fire fighting is the ability to look towards the future and assist the consumer to plan for upcoming consequences. – Proactive planning can help a consumer avoid overpayments, understand how their benefits might change, and choose their options based on complete information.

18. Benefits Role & Consumer Role: the Meaning of Independent Living Benefits Counselors encourage. BCs are responsible to provide information, explanations, examples and options. Consumers decide. Consumers are responsible for the consequences of the their choices. The consumer has the right to decide what option to pursue.

19. Listen to their story Let the consumer know what DSLC can assist with or what is within DSLC’s scope of services. Refer consumer to other agencies that might assist with issues outside DSLC’s scope of services. Typically, DSLC can only assist with a few issues.

20. Who can DSLC talk with? Responsibility to meet and talk directly with the consumer not family or friends. Where family/friend contact is necessary consumer must agree and give permission each and every time you contact. When a family/friend contacts DSLC, you cannot discuss the consumer or even state they are a DSLC consumer.

21. Who can DSLC talk with? Consumer confidentiality about finances and choices they make. Must have consumer’s permission each and every time you initiate contact with an agency Remember consumers may read their files at anytime and consumer files have been subpoenaed.

22. CIL Suite & Processing Consumers Orientation, Follow-up appointment, or I&R over the phone. – Most contact begins with Orientation, which is CIL I&R. – Some contacts have follow-up appointments, which could be CIL I&R or CIL Consumer with ILP & Goal or Waiver. – I&R over the phone is usually CIL I&R.

23. Case Management – No! DR does not fund DSLC for case management. How best to serve consumers with multiple needs? Must utilize community resources that do provide for case management or develop a Goal of seeking a community Advocate. Focus on the needs that are within DSLC’s scope of service.

24. Deaf and HH Consumers Any new consumer who is deaf or HH should be introduced to Sharon. Staff who are unfamiliar with TTY or Videophone, please see Deaf Services Coordinator to become familiar with these adaptive devices. Staff who are unfamiliar with CA Relay Services, please see Deaf Services Coordinator.

25. Disability Programs SECTION 2