Person-centered counseling and communication tools
Volunteer continuing education
Statewide Health Insurance Benefits Advisors (SHIBA)
Person-centered counseling and communication tools
? Counseling to support what the client wants ? Counseling guidelines ? Communication tools ? Counseling in difficult situations
June 2019
For volunteer training only ? not for distribution SHIBA | 800-562-6900 | June 2019 volunteer training | Page 1 of 46
Table of contents
Content
Acronyms Troubleshooting and sharing time Learning objectives Person-centered counseling Phases of a client contact Techniques for communicating effectively Communication tips Communication techniques practice scenario Professional distance and boundaries SHIBA's expectations Safety for counselors and clients during counseling Incident reporting Advanced study resources Reminders and future training Continuing education evaluation
Page Number
3 4 5 6 10 18 23 27 29 31 33 34 41 43 45
Learning aids and handouts for June training 1. SHIBA Counseling Six-step Intake Script ...................................................p. 13-16 2. Your SHIBA Medicare issues action plan ......................................................... p. 17 3. Helping Clients when their behavior is challenging..............................p. 25-26 4. SHIBA Incident Reporting Procedures and Reporting Form .............p. 35-39
SHIBA | 800-562-6900 | June 2019 volunteer training | Page 2 of 46
Acronyms
ACL BC CLC CMS EOB I&R LGBT MA MSN NASUAD OIC OM PCP POM RTC SHIBA SHIP SHIP TA
STARS VH VRPM
Administration for Community Living Beneficiary Contacts Community Living Connections Centers for Medicare & Medicaid Services Explanation of Benefits Information and Referral (NASUAD) Lesbian, gay, bisexual, and transgender Medicare Advantage Medicare Summary Notice National Association of States United for Aging and Disabilities Office of the Insurance Commissioner Original Medicare Person Centered Planning Program Operations Manual Regional Training Consultant Statewide Health Insurance Benefits Advisors State Health Insurance Assistance Program State Health Insurance Assistance Program Training Technical Assistance SHIP Tracking and Reporting System Volunteer Handbook Volunteer Risk and Program Management
SHIBA | 800-562-6900 | June 2019 volunteer training | Page 3 of 46
Troubleshooting and sharing time
Share with your group any questions or information you had about the May topics and any local topics:
? Describe the appeals process for Original Medicare (OM), Medicare Advantage (MA) plans and Medicare Part D drug plans.
? Differentiate between appeals and grievances. ? List the steps to elevate a client case that needs further work. ? Explain how to assist a client with reviewing their statements,
Explanation of Benefits (EOB) or Medicare Summary Notice (MSN) using instructions from existing materials provided by Medicare. ? Coach a client on how to submit an appeal or grievance. ? Local topics: __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________
SHIBA | 800-562-6900 | June 2019 volunteer training | Page 4 of 46
Learning objectives
After today's training you should be able to: ? Describe what we mean by person-centered counseling. Define or
describe what the approach means. ? Describe the six phases of a person-centered counseling session. ? Describe some communication techniques to interact effectively with
clients. ? List and describe some techniques to deal with clients who exhibit
challenging behavior. ? List some of the ways the Volunteer Handbook (VH) and Volunteer Risk
and Program Management (VRPM) provide guidance and expectations when working with clients. ? Describe how Language Link can help with client counseling. ? Explain what to do if you experience a safety incident with a client.
SHIBA | 800-562-6900 | June 2019 volunteer training | Page 5 of 46
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