2. Outreach and Goal-Setting
3. Case Management / Coaching
4. Increasing Earnings
5. Building Financial Capability
6. FSS Infrastructure
3. Case Management / Coaching
Research shows that when you cultivate a close, personal connection with program participants, you can have a significant impact on their lives and position them for better outcomes.
While you can and should develop your own style of communicating with participants, there are several strategies that you can incorporate into interactions with participants to build trusting and strong relationships.
Findings indicate that, other things being equal, earnings effects are increased by… an emphasis on personalized client attention...”
Hence the finding strongly suggests that personalized attention can make a big difference for clients above and beyond whatever services they receive and above and beyond other features of a program and its environment.”
Read Full Article. "Linking Program Implementation and Effectiveness: Lessons from a Pooled Sample of Welfare-to-Work Experiments". Howard S. Bloom Carolyn J. Hill James A. Riccio
FSS © 2017 | U.S. Department of Housing and Urban Development
Advanced client-centered case management and coaching techniques such as Motivational Interviewing can be used to identify and enhance participants’ intrinsic motivation to set and make progress toward their self-sufficiency goals. A case manager/coach trained in the evidence-based practice of Motivational Interviewing starts from the assumption that clients are creative, resourceful, and experts on their own lives. A practitioner using Motivational Interviewing adheres to the technique’s four core principles, as described in the report linked below (click the arrows to expand the content):
1. Express empathy
Create safe spaces for participants to share their experiences.
2. Support self-efficacy
Help clients feel more empowered by affirming strengths, providing resources, acknowledging autonomy, and helping to increase hope. Recognize participants’ steps toward progress.
3. Roll with resistance
Rather than trying to convince a client to change – which may generate resistance -- elicit from the participant the reasons he or she might want to change.
4. Develop discrepancy
Help participants develop self-awareness of any discrepancies between their current behaviors and what they hope to achieve.
Read Full Report. Substance Abuse and Mental Health Services Administration (SAMHSA) (2010). Spotlight on PATH practices and programs: Motivational Interviewing. Rockville, MD: Center for Mental Health Services, Substance Abuse and Mental Health Services Administration.
Watch this video on Motivational Interviewing.
Develop a Comfortable Rapport
Watch this video on active listening.
Motivate, Support, and Empower Participants
Watch this video on supporting and empowering participants.
Remember that some participants have never had anyone to tell them that they can succeed. It may not sound like much, but for someone who is leaving an abusive relationship or working to overcome an addiction, that kind of support and encouragement can be a very big deal.
You need to be trustworthy, you need to listen, and you need to hear what they say, not impose your values on them, because we're all different, and we all need to have our own values. . . They're going to succeed... by living their values.”
Michele Haupt, FSS Coordinator, Sioux City Housing Authority, Sioux City, IA
In a goal-setting meeting, a new participant tells you that her long-term goal is to graduate from a four-year college. You can tell from her body language and lack of elaboration that she is not passionate about this goal, but is likely just telling you what she thinks you want to hear.
Here are some suggestions on how you might respond.
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