Coordinated by the Community Health Works of San Francisco Facilitated by the DACUM 24
The Community Health Works of San Francisco
Department of Health Education
San Francisco State University
1600 Holloway Avenue
San Francisco, CA 94132-4161
Phone: (415) 338-3034
FAX: (415) 338-0561
E-Mail: [email protected] 1996
The Community Health Training and Development Center (formerly The Community Health Worker Training Program) began in 1992 after a series of community conferences pinpointed the need for an educational program for grassroots Community Health Workers (CHWs). At that time, San Francisco State University and City College of San Francisco formed a partnership to establish the first college sponsored training program for CHWs in the United States. In 1992 we published a statewide systematic survey of 1500 CHWs and 200 major employers further specifying training needs, and in 1996 a regional survey of the San Francisco Bay Area. After “an extremely competitive nationwide search” carried out by MPR Associates, we were recognized as one of the “15 most innovative and promising health employment training programs in the country” and featured in a report to the Annie E. Casey Foundation by Seedco.
First-level health professionals work under some 35 titles. These titles as catalogued by the Centers for Disease Control include Social Services Coordinator, Community Health Outreach Worker (CHOW), Public Health Aide, Case Manager and Community Health Specialist, while others have titles based on their topical area of specialty, e.g. Drug and Alcohol Counselor and Nutrition Assistant.
In the spring of 1996, a panel of twelve high-performing Community Health Workers (CHWs) or Community Health Advisors (CHAs) gathered to participate in a two-day workshop at San Francisco State University. The purpose of this workshop was to identify the main competencies that CHWs/CHAs perform on a daily basis. The Spokane Community College DACUM Resource Center facilitated the workshop. DACUM is an acronym for Develop a Curriculum. The Center has carried out job task analyses for over 200 occupations.
Such a job task analysis provides a framework for a training curriculum that is up-to-date and based on the realities of the practice setting. This analysis is a step in developing a competency based training curriculum which will result in a Standards of Practice Manual including job duties and standards indicating when the task is being performed at a mastery level.
Vickie Quijano
Curriculum Specialist
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Date: March 29 and 30, 1996
Coordinator: Vickie Quijano, Curriculum Specialist, San Francisco State University
Facilitator: Dr. Robert S. Clark, Spokane Community College
Recorder: Gloria Garner, Spokane Community College
Panel Members:
Eliana Adler, St. Luke’s Women’s Clinic
Sharrie Arcenaux, Bay Area Urban League
Helen Casaclang, Asian Perinatal Advocates
Lisa Clayton, Berkeley Primary Care Access Clinic
Tanzania Edwards, Berkeley Health and Human Services
Diane Gatewood, Family Recovery Project
Rey Macawile, Comprehensive Outreach Project for Asian Substance Abusers
Rachel McLean, Project SAFE
Ana Celia Montenegro, San Francisco, Women, Infants and Children (WIC)
Carla R. Roberts, Homeless Prenatal Program
Jason C. Stanford, Alameda County Health Department
Beverly Thompson, Alameda County Health Department
Sponsors:
The Community Health Works of San Franciso is funded in part by the Fund for the Improvement of Post Secondary Education (FIPSE) U.S. Department of Education, Carl D. Perkins Vocational and Applied Technology Education Act, the Bernard Osher Foundation, and the Chancellor’s Office of the California Community College System.
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Overview of Competencies
- Client Interviewing/Intake
1.Begin the Interview
- Discuss Policy and Procedures
- Practice Communication Techniques
- Assess Client Needs
- Client Orientation
- Discuss Agency Services
- Explain Agency Policy and Procedures
- Coordinating Client Care
- Keep a Client File
- Develop a Plan of Care
- Track Clients
- Document and Report Client Information
- Document Client Information
- Report Client Information
- Provide Referral Services
- Give Referrals
- Maintain Referrals
- Provide Health Information
- Provide Client with Health Information
- Assist in Health Service Planning and Development
- Community Health Education
- Planning, Implementation and Evaluation
- Working in Groups
- Community Outreach
- Community Organizing
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- Client Interviewing/Intake
A1 Beginning the Interview
Preview client information
Introduce self to the client
Welcome the client/establish rapport
Establish a comfortable and quiet interviewing environment
Identify and address language barriers
Explain the purpose and process of the interview
A2 Discuss Policy and Procedures
Explain confidentiality policy and exceptions
Advise clients of legal rights/immigrant policy
Obtain a signed release/waiver from client
Assist client in filling out forms and paperwork
A3 Practice Communication Techniques
Use appropriate eye contact and body language
Use plain language instead of jargon
Use open-ended questions
Use active listening skills
Verify what you heard to the client
Obtain a translator, if needed
A4 Client Needs Assessment
Determine, evaluate and prioritize needs with the client
Clarify client needs and concerns by paraphrasing
Determine client eligibility for services
Seek consultation from supervisor, if needed
Inform client about what will happen next
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- Client Orientation
B1 Discuss Agency Services
Explain services the agency offers
Explain agency schedule of services (i.e., specific clinic days)
Inform client about what to expect during agency visits
Give the client agency resources, handouts and pamphlets
Explain managed care and utilization of the system in non technical language
Explain roles of health team members
B2 Explain Agency Policies and Procedures
Take client on a tour of the agency
Explain appointment protocol: cancellation policy, hours, after hours
Explain caregiver team approach
Explain emergency procedures
- Coordinating Client Care
C1 Keep a Client File
Set up a client file using agency format
Document client history/information/progress
Give the client agency resources, handouts and pamphlets
Follow established agency legal guidelines
Conduct case presentations in staff meetings
Store client files securely
C2 Develop a Plan of Care
Create a treatment plan with the client
Discharge client upon termination
C3 Track Clients
Make and keep appointments with clients
Make follow up contact with the client based on agency policy
Review treatment to date
Visit client at other sites: home, shelter, hospital, jail
Refer client to other services
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- Document and Report Client Information
D1 Document Client Information
Explain to the client what you are documenting
Explain how the information will be used
Record client history
Write general notes for self
Follow established charting protocols: date, sign, initial
D2 Report Client Information
Review cases with supervisors
Give case presentations
Write reports
Explain reporting protocols
- Provide Referral Services
E1 Give Referrals
Explain the purpose and procedures of referrals
Explain referrals and how they will benefit the client
Explain detailed information about the referral agency
Identify and address possible client barriers to accessing referrals
Call referral agency to advocate for client access and track access
E2 Maintain Referrals
Develop and maintain a community resource/referral book
Establish and maintain contact with referral agencies and key contacts
Assess and evaluate referral information
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- Provide Health Information
F1 Provide Client with Health Information
Provide health advising: routine/low-risk situations
Perform health presentations and demonstrations
Distribute informational handouts and pamphlets
Identify myths and misconceptions
Discuss effective ways to address myths and misconceptions
Assist client with personal issues: goal setting, empowerment
F2 Assist in Health Service Planning and Development
Develop or obtain literacy-appropriate educational materials
Demonstrate general knowledge about health issues
- Community Health Education
G1 Planning, Implementation and Evaluation
Conduct needs assessments
Participate in program planning, implementation and evaluation
Administer pre- and post-test evaluations
Determine target populations
Stay current with health issues and statistics
G2 Working in Groups
Plan and give presentations
Facilitate and participate in group process
G3 Community Outreach
Participate in the outreach process
Plan and participate in health workshops/fairs
Distribute educational materials
Work on crisis hotlines
G4 Community Organizing
Initiate and participate in community events/health fairs
Recruit and work with volunteers
Act as a liaison between community leaders and members
Use the media for community announcements
Build and organize networks
Develop written materials for community
fn: Final DACUM/Standards of Practice disk/vq