Tips for Service Coordinators

TIPS FOR SERVICE COORDINATORS

The following is a list of tips for service coordinators that may help you in your job. Enclosed also are samples of checklists and to-do lists that some service coordinators use to make their jobs easier. The tips and forms were compiled merely as suggestions and are not meant to be rules. If you see a tip or form that you think would help you in your job, feel free to adopt it as your own. Service coordinators or former service coordinators suggested everything in this packet. We thank them for their help and hope that you find it useful.

Organization in the office 1. First thing to do when you come into the office: check your messages and your mail. Return your calls and respond to your mail. 2. Always set aside at least one day a week as an office day. Use this time to catch up on paperwork, filing, etc. Ask your office support staff to put your calls into voice mail for a couple of hours so that you may work undisturbed. 3. Get a three-ring binder and section it off by individual. In each section keep blank progress notes, medical progress notes, medication face sheets, etc. When you get a call regarding a certain individual, flip to that person’s section in the binder and jot down notes while you talk. If more than one person is discussed, just flip sections. Remember to add notes from visits and meetings as well. Keeping your notes organized this way will make it easier when you go to file them. 4. When filling out a form for the first time, keep a sample copy to refer to when you need to fill the same form out again. 5. Get an alphabetical accordion file. As you open mail and receive reports, forms, etc. file them alphabetically in the accordion file. This will save time when filing because everything will already be alphabetized. 6. Keep an index file with a card for each individual. On each card put the following information:  Name, address, phone number of individual  Information for contact people (name, address, phone): residential, day program, guardian  Primary Care Doctor’s information including MassHealth provider number if the person has a PT1  Any other pertinent medical info including medications, names of therapists, psychiatrists, etc.  Date of birth  Social Security number  Health insurance information  Legal status  Any other information you feel needs to be on the card When you go to a meeting you can then bring the card for that individual with you. This also helps if your supervisor needs information on someone while you are out. 7. Type phone conversations as they occur rather than later. This saves time and improves accuracy in reporting what is discussed. 8. Bring a notebook with you to house visits, program visits, etc. Use it to jot down anything you may need to add to a progress note or monthly monitoring form later. 9. Document everything. Be sure to write notes in a neutral manner. 10. Email your progress notes to your supervisor. This keeps them informed of everything that is going on. You can then print them out and file them in the record. 11. Be organized in your documentation and filing. Be sure that your supervisor knows how your records are organized so that if he/she ever needs to check something when you are not there they don’t have any trouble finding what they need. 12. Use to-do lists and checklists and check things off when they are done. Include the date completed and when you handed it in. This is a great way to document completed work and gives you a sense of accomplishment as well. 13. Get a notebook to use specifically for phone messages. In it write down every phone message that you get and the date it was left. You can check each message off as you return the call and you can also refer to these notes later. 14. Keep your records up-to-date (file often), as you never know when someone else will need something. 15. When going out for any length of time (for vacation, medical, etc.), be sure not to schedule anything for the day before or the day after so that you have those days to finish up before you leave or get up to date when you return. 16. Work when others typically are on vacation-the week after Christmas, the day after Thanksgiving. Makes it easier to get work done, as there are fewer distractions. 17. Use a daily journal to jot down information about everything you do each day. Include phone numbers, where you went, who you visited, who you spoke to on the phone, etc. This will help to keep all of this information in one place to refer to later. 18. Keep a notebook by the phone to record phone conversations. These notes can be added to your progress notes. This helps to better organize notes that you may otherwise have jotted down on scrap paper. 19. Use a tracking form for ISPs and POCs to assure each step is completed in a timely manner. Post these in a highly visible spot. (examples are attached)

ISP, CRS, POC, etc. 1. Schedule the ISP for the next year at the current year’s ISP. Be sure to write it in the ISP as well as your date book. 2. Use the navigator to pull up a chronological list of ISPs for you caseload. Highlight each month in a different color for a visual reminder of those that are approaching. 3. Try to attend other Service Coordinator’s meetings. It helps to observe others’ styles. You can incorporate some of these styles into your own. 4. Set an example for the team by sending out timely notification letters. 5. Include a postmarked, self-addressed envelope with the notification letter for assessments. 6. Include a postmarked, self-addressed envelope with the ISP so the response letter is more likely to be returned to you. 7. At the meeting, provide support strategy forms with as much information filled out as possible (name, address, etc.). 8. Acknowledge each team member’s contributions at the end of the meeting, with a personal “thank you”, and a follow-up call. 9. Provide “tutoring” to team members when needed in regards to writing assessments, strategies, etc. 10. Write the goal and measurable objective for the ISP at the meeting with staff. This may help to avoid future re-writes. 11. Before going to the ISP meeting, type in as much information as possible into the body of the ISP form (ex. Current supports). Leave spaces between each topic so there is room to write information gathered at the meeting. 12. Be sure to read the assessments before the ISP (or before the meeting is over) so that you can ask questions if something does not make sense. The SC that sent this tip asks for translations for medical lingo. 13. Print up the CRS (and/or Meditech) pages to bring with you to your ISP meetings so that you can update the information there. Bring the Emergency Fact Sheet and the Identification Sheets as well. This way the information gets updated at least once a year. 14. When making changes to the CRS use highlighter to highlight the needed changes. Use the same color to highlight the old information and the new information. For example: Cross out the guardian’s old phone number and highlight it in green. Then write in the new phone number and also highlight it in green. Use a different color for each change that is needed. Makes it easier for the person making the changes. 15. Keep a binder with a printout of CRS for each individual on your caseload. Later, when you need information, you will be able to find it more quickly in the binder than using Navigator. This also helps when you need to make changes or updates to the CRS. 16. Be sure to keep emergency fact sheets and identification sheets up to date. 17. Use computer generated forms for such things as ID sheets and Emergency Fact Sheets. It will make it easier in the future to make changes. 18. Do your monthly monitoring the next day while the visit is fresh in your mind. Your comments will be more detailed and richer. 19. Use the Navigator print-outs to track when ISPs are due. 20. As soon as you return to the office from an ISP, update the CRS with the new ISP date using whatever method your office does.

Dealing with People 1. Be sure to maintain contacts with as many people as possible. Get business cards and telephone numbers to keep in an active resource file. 2. If going to a meeting that is expected to be difficult, have another DMR person go with you, whether it be another SC, your supervisor, etc. Helps to “diffuse” the situation. 3. Return phone calls every day as soon as you can-especially to family members. 4. Get out and be seen. Be visible outside the office. In addition to your required monthly visits to residences be sure to visit work programs and such. Helps to build team. 5. Always return phone calls within 24 hours (is possible). If you do not have an answer let the person know you will find out for them. 6. Don’t do everything yourself--get commitments from others on the team to take on a task that needs to be completed. 7. When confronted with an issue be sure to get all sides of the story before trying to work it out. 8. Be aware of who your class members are and visit with them face-to-face monthly. 9. Be aware of what is going on with everyone on your caseload at all times--you never want to be surprised. 10. Be sure to share beneficial information with other agencies that will benefit. An example given to me was that an SC found out that Pizza Hut has a company mandate to work with individuals with disabilities. He let MRC know and at least one person benefited by obtaining a job.

Supports/Resources 1. Rely on co-workers to bounce ideas off of and to provide support. Be a support to your co-workers. 2. Set goals for yourself each year-kind of like your own ISP! 3. Try to remember successes that you have had. It is too easy to hold on to the failures. Remember that you are effective. 4. Other Service Coordinators can be a wealth of information. Ask for help when you need it--some Service Coordinators have a specialty area that you might need help with. 5. Find a mentor who can help you if you are new...and even of you are not. Become a mentor for a new Service Coordinator. 6. Keep a separate box for business cards and collect them as a resource file for people with expertise, write a note on the back about where you met them, date, and special talent. Use it to make your job easier by tapping into it when you need to. 7. Ask friends in different departments to send you brochures on trainings and reciprocate by putting them on mailings. Trainings broaden your skill base. 8. Spend a few minutes in someone else's office and see what they do to keep on track. There are lots of people with little tricks for organization that do not even realize they have created a simple system that others do not have.