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Event
Client Services 101 with Vikki O'Connor
This is the workshop every new or newer health and human services worker needs and seldom gets.
Beginning work in health and human service organizations can be challenging. New workers come in with ideas and expectations of what their job may require, often based on sensationalized media reports, and Hollywood depictions of contentious interventions that result in success. These cultural influences can set us all up for difficulties at best, and disaster at worst.
This session will draw participants attention to their own real life experiences with professionals both positive and negative. We will examine what elements contribute to the creation of these interactions, and the resulting emotions that then drive our behaviors. We will pay special attention to what differentiates positive experiences from negative experiences, and stress that initial intention is a very small piece of the end result.
This workshop will focus on simple and basic interactions and professional behaviors. A follow-up session will be offered if demand warrants that will address more complicated and difficult behaviors.
Participants will leave this session with actionable ideas for how to proceed on their own organizations.
Participants will:
Learn empathy strategies for anticipating client expectations for service;
Learn basic elements of professionalism, and how to implement these during routine client interactions;
Gain an understanding of and empathy for client frustrations and the function of difficult behaviors;
Learn strategies to diffuse and transform difficult behaviors into productive conversations;
Understand how we might unintentionally contribute to clients escalation;
Learn strategies to avoid contributing to clients escalation and to de-escalate when necessary.
Dr. Vikki O'Connor is an Associate Professor of Social Work at Keuka College. Vikki received her PhD from Syracuse University in Child and Family Studies. She received her MSW from Syracuse University with a concentration in Child Welfare.
Vikki has worked for many years as a mental health therapist serving clients with physical and intellectual disabilities and their families. She currently serves as a clinical consultant and Behavior Management specialist and evaluator/staff trainer for several agencies serving individuals with intellectual disabilities in Cayuga and Tompkins County. Vikki also has a private practice specializing in attachment relationships working exclusively with families and couples.
Community service activities include serving as Chairperson for Sexual Rights and Advocacy Committee for persons with Intellectual Disabilities (April, 2004 to July , 2012) at ARC of Seneca Cayuga; Principal researcher, developer and facilitator of Healthy Relationships Education (Personal Health and Safety Program) for persons with Intellectual Disabilities (conducted trainings at various agencies in Cayuga and Tompkins County; Development of Abuse recognition and prevention safety programs for person's with intellectual disabilities; Development of the ESTEEM PROGRAM - Empowering Women with Intellectual Disability through direct community involvement - program designed to facilitate volunteerism and "giving back" to the community - most notably organize annual fund raisers to support Toys for Tots, Christmas Elf Adopt a Family, and the SPCA.
Cancellation policy: All registration purchases are final. At times a workshop may be cancelled due to inclement weather or other issues. If this occurs, we will post the cancellation on our website, email all registered participants, and refund any prepaid fees. If you plan to walk-in, please check our website for the most up-to-date information prior to attending.
Limited scholarships are available for non-profit board and staff members who cannot attend without one. To request a scholarship, email: registration@hsctc.org in advance of the workshop.
Special Needs Please notify us if you have any special needs; the Coalition wishes to make its workshops accessible to everyone.
For the comfort of everyone, HSC workshops are fragrance free. We appreciate your cooperation.
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LocationBorg Warner Room, Tompkins County Public Library (View)
101 E. Green St.
Ithaca, NY 14850
United States
Categories
| Kid Friendly: No |
| Dog Friendly: No |
| Non-Smoking: Yes! |
| Wheelchair Accessible: Yes! |
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