1. Strategies for Effective Communication and Collaboration Helping People With Special Needs Live the Fullest Lives Possible Since 1977

2. Direction Service Direction Service is a nonprofit multi-family support agency operating in Eugene, Oregon since 1977. The overall goals of Direction Service are simple, real and make a difference in the lives of those we are able to touch: To coordinate the delivery of services to families who have children with disabilities. To reduce family stress, confusion, frustration and isolation. To reduce the lifetime cost of services provided to children with disabilities. To encourage an informed partnership between families and school districts that optimizes learning.

3. Direction Service Counseling Center Direction Service Counseling Center provides the full range of mental health services to very young children, children and adolescents, families, adults, and elders. These services include: comprehensive assessment, treatment planning, individual and family therapy, skill building, group therapy and consultation. The Counseling Center provides service to clients experiencing mood and anxiety disorders, post-traumatic stress disorder, and childhood impulse and behavioral disorders. Personnel are particularly adept at providing services to clients and families who experience developmental disabilities in combination with mental and emotional disorders.

4. Family Support & Service Coordination Family-centered and family-directed Culturally sensitive Empowerment-focused Strengths-based (capitalize on family energy, expertise and resources) Strategic investments (need, impact)

5. Services Empathetic support Referral to critical services Crisis prevention Crisis response Stabilization of families Problem-solving support Short and long term planning

6. Outcomes Reduced stress, isolation Increased child success Reduced inappropriate referrals and duplication of services Family empowerment Timely service utilization Enhanced interagency collaboration

7. Current Statistical Info For 07/01/09 – 06/30/10: Total new referrals: 193 Total continuing clients: 452 Total clients served: 645 Current staff FTE: 4.65 (3.8 FSC) Active Caseload: 1:170 Total open cases: 2412 Open Caseload: 1:635

8. Our Top Tips Take someone along Use the power of silence Don’t shoot the letter carrier Evaluate compromises The power of "I don't know what you are talking about" “If this were your child…” Prepare questions Get involved Acknowledge good work

9. The Platinum Rule: Do unto others as they would have you do unto them. Cultural Diversity

10. Listening http://www.directionservice.org/cadre/listeningmodule.cfm

11. “Seek first to understand, then to be understood.” Stephen Covey “Habit 5” Seven Habits of Highly Effective People

12. Understanding Positions and Interests http://www.directionservice.org/cadre/understanding_pos_module.cfm

13. Interest-based Negotiation Aims not to change the other person, but to change negotiation behavior Shifts from ”your position versus mine” to “you and I versus the problem” Involves a mutual exploration of interests to yield more creative options. Uses objective criteria Adapted from Highnam, K. (2001). Interest-based negotiation, CSSEA 2001 Fall Conference and AGM. Surry B.C, Canada. CSSEA; Fisher and Ury, Getting to Yes.

14. Use Your Power “The most common way people give up their power is by thinking they don’t have any.” —Alice Walker

15. What is an Advocate? Advocates speak up for themselves or others to make things better. Have you ever? Met with your child’s teacher about any issue? Spoke at a local gathering about a project you care about? Told a cashier that an item was not ringing up correctly?

16. Why be an Advocate? Your experiences are valuable and can be used to improve things You know when something is or isn’t working You have ideas how to make things better You have the only long-term connection to this child

17. Six Skills To be an effective advocate: 1. Understand your child’s disability 2. Know the key players 3. Know your rights and responsibilities 4. Become well organized 5. Use clear and effective communication 6. Know how to resolve disagreements

18. In Other Words: 1. Who is the “star”? 2. Who are the players? 3. What are the rules? 4. What is my plan of action? 5. What do I say when it’s my turn? 6. What do we do when we disagree?

19. Skill #1: Understand The Child’s Disability Understanding helps you: Know which services are appropriate for the child Have high expectations Find the right assistive technology and accommodations Use resources to learn more!

20. Skill #2: Know the Key Players Who is the director or decision maker? Are staff people public, non-profit, or private employees? How can you find a person’s name?

21. Skill #3: Know Your Rights and Responsibilities Learn about them by: Reading Web sites Asking how service is funded Asking to see laws and policies Asking questions Joining a group

22. Creating Partnerships Parents and professionals can be partners and: Work together Share goals Have individual roles Share authority Have different skills Solve problems

23. Skill #4: Become Well Organized Keep records Put it in writing Keep a phone log Have a meeting notebook

24. Skill #5: Use Clear and Effective Communication Keep your eyes on the “prize” Listen and ask questions

25. Skill #5: Use Clear and Effective Communication Focus on needs of the child Problem solve together to find solutions

26. Skill # 5: Use Clear and Effective Communication Speak clearly Avoid making people feel defensive Turn negatives into positives Summarize

27. Tips for Good Communication at a Meeting Focus on your goal Show respect and expect it from others Manage your emotions Ask questions Rephrase for clarification Say thanks

28. Tips for Written Communication Letters should: Be sent to person who can make a change Be dated and signed Focus on one or two issues Be no longer than one page Set a deadline if a reply is requested Give your contact information Remember to keep a copy for yourself!

29. When You Disagree Disagree without being disagreeable Apologize if needed Separate the person from the problem Realize NO ONE has all the answers Make sure your facts are correct Choose your battles

30. Skill #6: Know How to Resolve Disagreements Informal Processes: Talk to people first

31. Skill #6: Know How to Resolve Disagreements Formal Processes: Mediation Complaints Appeals

32. Summary “I am only one, but still I am one. I cannot do everything, but still I can do something. I will not refuse to do the something that I can do.” —Helen Keller

33. Questions? Comments?

34. Contact Information Aimee Walsh Family Support & Service Coordination Direction Service, Inc. www.directionservice.org awalsh@directionservice.org 541-686-5060