1. Client Centered Service Delivery Model A Strengths Based Approach

2. Learning Objectives:
An introduction of the theory of client-centered services and a strength-based approach
The pros and cons of this approach
What is the culture shift?
Techniques of how to begin to implement the model
Next steps

3. Strength-based Approach
Figure 1: Umbrella. Adapted from Pixabay. Retrieved from
Strength-based Approach

4. Strength-based Approach
Developed by Dennis Saleeby
Umbrella for other approaches including:
resiliency
wellbeing
integration
client-centered services
Developed as a technique in working with people with severe mental illness; has since grown to work with other vulnerable populations such as the elderly, youth at-risk, and even communities

5. Strength-based Approach
A strength-based approach is a positive psychology perspective that emphasizes the capabilities and strengths of the individual. It starts with and accentuates the positive. Strengths–based approaches are developmental and process-oriented (Ustech).
The strengths-based approach was developed, in part, as a response to the individual, pathology and deficit approach that seems prevalent in the social work profession.

6. Principles of the Strengths Perspective
Every individual, group, family, and community has strengths
2. Trauma and abuse, illness and struggle, may be harmful but they may also be sources of challenge and opportunity. Every person is viewed through the lens of hope
3. Assume that you do not know the upper limits of the capacity to grow and change. Take individual, group, and community aspirations seriously. People have the potential to change
4. We best serve clients by collaborating with them. Everyone has the ability to heal and can do so with support

7. 5. Every environment is full of resources.
6. Dialogue and communication is a part of the healing and strength-building
7. Healing should be a collaborative approach with shared power between the client and social worker, client and agency, client and family, etc
8. Affirm clients views, perceptions and values
9. Caring, caretaking, and context.
Quote - Saleeby
"Central to Strengths Based Case Management is the belief that clients are most successful when they identify and use their strengths, abilities, and assets "

8. Client-Centered Approach to Service
Direct Services
Community Resources
Personal resources
Financial Resources
Client-Centered Approach to Service

9. Client-centered services is a part of humanistic psychology
Client-centered services is a part of humanistic psychology. It adopts a holistic approach to human existence and pays special attention to creativity, free will, and human potential.
Carl Rogers, an American psychologist, developed the client centered theory in the early 1940’s, and published this theory in 1951.
Rogers believed this theory could be applied to a variety of settings, and also referred to it as the Person-centered approach.

10. This theory states that each of us has within us:
This approach focuses on creating an environment for individuals to strive toward their full potential.
This theory states that each of us has within us:
the resources to achieve self-understanding
the ability to change our self-concept, our basic attitudes, and our own behavior.
He also won the Nobel Peace Prize in 1987, for applying this approach cross-culturally through workshops in areas of conflict in South Africa, Central America & Ireland

11. The three conditions include: 1)Genuineness/Realness/Congruence
Rogers proposed that people can only develop the resources within a specific environment that allows for specific conditions.
The three conditions include:
1)Genuineness/Realness/Congruence
2) Acceptance/Caring/Unconditional Positive Regard
3) Empathic Understanding.

12. Genuineness refers to the worker being transparent to the client, by demonstrating to the client that you as the worker are expressing an honest and caring attitude.
Be in the moment. Be aware of what you are saying and how you are being perceived. What is your body language saying to the person?

13. Acceptance is a willingness to work with the client regardless of where they are at, and what feelings they are experiencing.

14. Empathy makes your client feel like an individual and not just another number in your caseload. Empathy shows that you care for your client. Empathy validates a client’s life experiences and feelings. Empathy will assist you when you are encouraging your client to work towards change or towards his/her goals

15. What does this client-centered approach
have to do with Refugee Resettlement??
Figure 1: Question mark. Adapted from Pixabay. Retrieved from

16. The goal of refugee resettlement is to provide refugees with the necessary resources to reach self-sufficiency.

17. The purpose of client centered services is to provide services in a coordinated manner that allows clients to: - access needed resources - receive accurate information regarding the resettlement process - receive appropriate and timely assistance so they can make decisions that help them reach self-sufficiency as early as feasibly possible

18. Traditionally there are two types of resettlement:
Assistance to families and individuals with U.S. ties
Assistance to families and individuals without U.S. ties

19. Traditional U.S. Ties Model
Newly Arrived Refugee
Case Manager
Family Members
Congregation – in some cases
Volunteers - sometimes

20. Together we share the responsibilities
Figure 1: holding hands. Adapted from Pixabay. Retrieved from

21. Non U.S. Tie Cases: Traditional Model
Newly Arrived Refugee
Case Manager
Congregations - sometimes
Volunteers -sometimes

22. No U.S. Ties Cases: Worst Case Scenario
Clothing
Food
Shelter
Furniture
Employment
Connections
Eligibility
Newly Arrived Refugee
Case Manager

23. Challenges:
- It really isn’t possible for staff to be good at all things. - There is a disconnect between program services. - Staff become separated by their various roles This separation causes problems in adequate service delivery.

24. Question: How can you provide services across all focus areas?
How can you empower clients to move forward?
How can you engage clients and staff in a joint process of service?
Solution: A client-centered, strength-based approach.

25. Why a Client-Centered Model?
It allows the office to expand or contract when funding is lost/gained funding.
Through the use of a team approach clients do not slip through the cracks in times of high arrivals.
It creates an environment whereby communication across service areas is required.
Staff can specialize in a particular area of service while working as a team to fill in gaps when necessary.
Clients have more than one person to help them meet their needs.

26. In a Client-Centered Approach to Service:
The individual needs of the client are identified and then it is determined how best to provide assistance, through internal or a coordination of departmental and community resources.
A partnership exists between the client and the agency as demonstrated through direct client involvement in all aspects of their case planning decisions.
Staff work with the client to meet their needs in a coordinated manner, remembering that we have the tools, but the client holds the plan.

27. How do you get there?

28. Step One: Research and Planning
Examine your current model
- Is it compliance based or client based?
- Is it quality service or quantity service?

29. Look at all duties involved with delivering those services:
Look at all duties involved with delivering those services: - Are the tasks distributed evenly?
- Do the tools you use promote communication between the staff and client? FSSP?
- Does your case file system reflect the service delivery and integration?
- Do staff share responsibilities? Are they crossed trained?

30. What changes do you want to make? Why?
What do you want to be doing differently one year from now?

31. Client-Centered Model 1
Client & Case Coordinator
Eligibility
Services
Medical
Housing Services
Education Services
Employ.
Case Coordination

32. Behavioral Health Needs
Interpreter Services
Financial Literacy
ELT
VELT
Employers
Transportation Needs
Behavioral Health Needs
Family Medical Needs
Volunteers
Immigration Services
Model 2
K-12 Education
Adult Education
Employment Placement
Pre-employment
Financial Needs
Housing
Medical Needs
Client

33. Benefits of the Model Focus on strengths of staff and clients.
It allows for a building of expertise within a specific area of service.
It strongly focuses on a team model of service.
It requires ongoing communication and integration of service.

34. It creates an environment for stronger relationships with community partners as there is a single point of contact for most partnering agencies and volunteers.
It establishes a consistent message for clients as they are all hearing the same message from a single person regarding a specific service.
By maintaining a case coordinator the client still has a single point of contact for questions, assistance and referral. The case coordinator also has a team of staff to help assist that worker with moving the family forward toward self- sufficiency.

35. Step 2 TEAM BUILDING
Figure 1: construction workers. Adapted from Pixabay. Retrieved from

36. 1. FORMING. Polite but Untrusting 4. PERFORMING. 2
1. FORMING Polite but Untrusting   PERFORMING 2. STORMING Trust and Flexibility Testing others     NORMING Valuing other views

37. Team Building Techniques:
Develop a common vision
Develop shared values – “Rules of the Road”
Clarify team roles and procedures
Develop meeting strategies
Develop a process of decision making
TEAM

38. Talk about how to resolve conflict
Conduct self-assessments
Work toward organizational integration – what is the big picture and how to the parts work together to meet the common goal
Share rewards and celebrate successes
MOST OF ALL KEEP AT IT , BE PATIENT AND DON’T EVER FORGET TO NURTURE THE TEAM.

39. Go to the People Live among them Learn from them Love them Start with what they know Build on what they have But of the best leaders When their work is done The People will remark We have done it ourselves.

40. References
Saleebey, D. (Ed.). (2006). The Strengths Perspective in social work practice. (4th ed.). Boston: Pearson Education, Inc.
University of Kansas, School of Social Work
9 Traits of a Highly Successful Team – CareerTrack.com – Loren Ankarlo

41. Thank you.