PA CONNECTION An Quality Employee Service Newsletter = Quality Care INSIDE... From the 2 Executive Director Important Notice 2 Public Authority 3 Staff Serving You How to be a good 4 Employer Como ser un buen 5 empleador Consumer- 6 Provider Spotlight Cover Your Cough 7 (English/Español) Universal Precautions (English/ 8 Español) 7 Ways to Avoid 9 Burnout Who to call: IHSS, 10 PA or UDWA? National Caregivers Training 11 Important Phone 11 numbers V O L U M E 2, I S S U E 1 NATIONAL CAREGIVERS MONTH The National Caregivers Month is a time to celebrate and honor all of the hard work done daily by caregivers around the nation. The work performed by caregivers is priceless. Not only do they work to keep the elderly and disabled out of nursing homes but they also assist in improving the quality of life for the person being cared for. IP RECOGNITION EVENT F A L L 2 0 0 9 It is without doubt that caregivers play an integral role in the lives of many people; for that reason, the month of November has been dedicated as a tribute to the hard work that is performed throughout the year. The great efforts of the caregivers do not go unnoticed. On behalf of IHSS Public Authority, we would like to thank you for all your remarkable work. In admiration and appreciation of the great work done by the IHSS Providers, IHSS Public Authority and United Domestic Workers will be hosting their annual IP Recognition event. The event will take place at 780 Bay Boulevard, Suite 200 in Chula Vista, on November 17, 2009 from 1:00 p.m. to 4:00 p.m. Last year s event was a great success and we look forward to your attendance.
PAGE 2 FROM THE EXECUTIVE DIRECTOR Greetings IHSS Consumers and Providers, We are living in some of the most difficult economic times in the history of this country. My heart goes out to the many who are suffering. Here in San Diego, we are looking at deep and troubling challenges. Many programs serving seniors and people with disabilities have been cut as part of the recently-passed State budget. IHSS and IHSS Public Authority are among the programs affected by the State budget cuts. Albert Bud Sayles Executive Director Public Authority Bud Sayles has been a spinal-cord injured quadriplegic since a fall in 1971. He has been the Executive Director of IHSS Public Authority since 2001. How do we remain optimistic and hopeful when we are so directly and personally feeling the sting of the budget cuts? I wish I had brilliant answers to this tough question. We must be resourceful to solve our problems and the real key is attitude. We must try to maintain a positive mindset even during these unprecedented times. Can we actually choose to count our blessings even while the programs, services and resources we use are gone or at least significantly reduced? Holocaust survivor, author and psychiatrist, Viktor Frankel would tell us yes. He says that we cannot avoid suffering but we can choose how we cope with it. Meaning, we have a choice in how we deal with losing services, jobs, etc. We can choose to give up or we can choose to fight and make the best of difficult times and challenges. As a final word, I want to encourage you to use community resources and call 2-1-1 and 800-510-2020. There are still people and places to help most of us. IMPORTANT NOTICE The drop-off boxes for timesheets will be removed. This change will take effect October 28, 2009. All timesheets must be mailed. AVISO IMPORTANTE Las cajas de deposito de hojas de tiempo seran eliminadas. El cambio tomara efecto Octubre 28, 2009. Todas las hojas de tiempo deben ser enviadas por correo.
VOLUME 2, ISSUE 1 THE PUBLIC AUTHORITY STAFF SERVING YOU PAGE 3 The entire Public Authority staff consists of only 42 dedicated professionals. It is hard to believe, but. Our 9 Payroll Team members process over 54,000 timecards every month. Our one Provider Services Specialist processes as many as 800 verifications of employment on behalf of Individual Providers each month. Our 5 Customer Service team members receive and respond to over 11,000 telephone calls each month. Even with this unbelievable number of calls, the average wait time to talk with a Public Authority staff member is often less than 2 minutes. Over 1,800 individuals visit the Public Authority lobby each month. The Registry Team also serves approximately 1,678 Registry Consumers each month. In addition to receiving all of those calls, the 5 Customer Service team members also place over 8,000 calls to Providers and Consumers each month. The two Registry Recruitment and Outreach Coordinators conduct approximately four new Provider Orientations each month along with the ongoing National Caregiver Training Classes that run for six consecutive weeks. On average, the 16 members of the Registry Team add approximately 58 Providers per month to the Registry. They also match approximately 184 Providers with Consumers each month. Yes, the Public Authority team works very hard for you!
PAGE 4 HOW TO BE A GOOD EMPLOYER As a Consumer who has hired an Individual Provider (IP) to assist you in your home, you have many responsibilities associated with being an employer. These responsibilities include ensuring the IP performs their authorized tasks properly, their timecard is accurate, and they keep their assigned schedule. Here are some tips to help make the employeremployee relationship as efficient and productive as possible: 1) Hire the right person Start at the beginning be sure that you ve hired the right person for your needs. Be sure that the individual you hire has the desire, skills, and personality necessary to provide you with what you need. The Public Authority Registry can assist you with this process. 2)Communication is Key Make sure that your IP has a clear understanding of what is expected of her/him. Does your IP know what the work schedule is and what duties they are to perform? Don t be shy about communicating what you need done. If the IP s work needs improvement, make sure that he/she knows what they can do to perform better. 3) Follow the Rules Be sure that the work assignments and tasks that your IP does for you are within the guidelines established by the IHSS Social Worker. Make sure that your IP s timecard is accurate and only reflects the time the IP worked for you while performing the authorized tasks. 4) Respect Everyone wants to be respected and appreciated for what they do. Your IP has chosen a line of work that shows that he/she desires to help those in need of assistance. Treating your IP with respect and appreciation goes a long way to making your relationship very fulfilling. 5) When in Doubt When in doubt about what task(s) your Provider is authorized to perform, contact your IHSS Social Worker. If interested in additional information on how to be a good employer or other tips, please visit the Public Authority Website for the latest version of the Consumer Handbook at www.sdihsspa.com/consumers.htm. 6) Recognition A little thank you goes a long way!
VOLUME 2, ISSUE 1 COMO SER UN BUEN EMPLEADOR PAGE 5 Como un Consumidor que ha empleado a un Proveedor Individual para ayudarle en su casa, usted tiene muchas responsabilidades asociadas con ser empleador. Estas responsabilidades incluyen asegurando que su proveedor complete las tareas autorizadas apropiadamente, su hoja de tiempo esta de acuerdo con el horario que trabajo, y que su proveedor mantenga su horario asignado. Estos son algunos consejos para ayudar a que la relación de empleador-empleado sea eficiente y productivo lo más posible: 1) Emplea la persona correcta Empezar por el principio- Asegúrese que usted ha empleado a la persona correcta para sus necesidades. Esté seguro que el individuo que usted emplea tiene el deseo, las habilidades, y la personalidad necesaria para ofrecerle lo que usted necesita. El Registro de Proveedores le puede ayudar con este proceso. 2) Comunicación es Clave Asegura de que su proveedor tiene una comprensión clara de lo que es esperada de ella/él. Sabe su proveedor Cual es el horario de trabajo y qué deberes se deben de realizar? No sea tímido acerca de comunicar lo que usted necesita hecho. Si el trabajo del proveedor necesita mejorar, asegurase de que él/ ella sabe lo que ellos pueden hacer para obtener mejores resultados. 3) Siga las Reglas Asegúrese que las asignaturas de trabajo y tareas que usted le pida hacer a su proveedor estén dentro de los lineamientos establecidos por el trabajador social de IHSS. Cerciórese que la hoja de tiempo de su proveedor este exacta y refleje el tiempo que el proveedor trabajó para usted mientras realizaba las tareas autorizadas. 4) Respeto Todos quieren ser respetados y apreciados por lo que hacen. Su proveedor ha elegido un área de trabajo que refleja que él/ella desean ayudar a aquellos que necesitan asistencia. El tratar con respeto y aprecio a su proveedor hace que la relación sea más plena. 5) Reconocimiento Un pequeño Gracias tiene un gran efecto. 6) Cuando tenga Dudas Cuando tenga dudas acerca de que tarea(s) su proveedor esta autorizado a realizar, favor de contactar a su Trabajador Social de IHSS. Si esta interesado en obtener información adicional en como ser un buen empleador u otros consejos, favor de visitar el sitio en la red de Public Authority en http://www.sdihsspa.com/consumers.htm para obtener la versión más reciente del folleto del Consumidor.
PAGE 6 SPOTLIGHT ON CONSUMER-PROVIDER TEAMS Eva has made a big difference. She takes me places because it s hard to ride the bus where I need to go. She is there for me and she is someone I can call when I m down. It s been a challenge not being able to see, so Eva does a lot of cooking and dusting for me. The only thing that irritates me about Eva, is that people think she s my daughter! - Marlene What I enjoy about caregiving is that it s easy with my schedule and kids going to school. - Eva Marlene (Consumer) - Eva (Provider) Working together for almost 6 years Kristina (Consumer) - Marisabel (Provider) Working together for almost 5 years I ve been an independent person and without Estela, I couldn t be independent. All of my life, I ve proved people wrong. When I was in rehab, they told me I couldn t live on my own and when I got home, I had to prove that I could transfer myself onto my bed. I proved them wrong. - Maria I understand Maria and tell her to call me when she s not feeling well, even if it s at night. If Maria is happy, she s going to feel better. Maria is a very nice person, a nice person to work with, and I like her humor. - Estela My providers (Marisabel, Patricia, & Jennie) make me feel secure when they are in the house, knowing if I fall, they can get me up. They are very caring, compassionate, trusting, and busy beavers. They know what to do, they do it until it s done, and sometimes they go overboard. Marisabel is the god-mother of my grandchild and she is part of the family. - Kristina I know my work and I know I m appreciated. I have a responsibility towards her. - Marisabel Maria (Consumer) - Estela (Provider) Working together for almost 5 years
VOLUME 2, ISSUE 1 PAGE 7
PAGE 8 UNIVERSAL PRECAUTIONS When working as an Individual Provider, always use Universal Precautions! Wear gloves Wash hands frequently Use protective equipment Use a Sharps/Bio-hazardous container Handle bloody or soiled linen as if it is infected Practice good housekeeping and careful waste disposal PRECAUCIONES UNIVERSALES Cuando este trabajando como Proveedor Individual, siempre use precauciones universales. Use guantes Lave sus manos con frecuencia Use equipo de proteccion Use contenedores bio-peligrosos para jeringas Maneje las sabanas sucias o con sangre como si estuvieran infectadas Practique buena limpieza de casa y elimine con cuidado los desechos.
PAGE 9 VOLUME 2, ISSUE 1 7 WAYS TO AVOID BURNOUT 1) Get organized: In this field it s important to keep track of important information. A daily planner is a great tool. 2) Keep a routine schedule: Organize and prioritize your work schedule as you see beneficial to you and consumer. 3)Educate yourself: In this day and age technology is rapidly growing and there are new ways to improve your life and others. Be open to learning and change. 4) Reward yourself: Remember you need to care for yourself to fully be able to care for another. Make time for you. Schedule time off. 5)Trust your instincts: Remember your first response is accurate. If you suspect that you or someone else is in danger REPORT it immediately. It is your JOB. 6) Be good to your back: You only have one. Be cautious when required to lift, pull or push and only do so when it s necessary. Report any injuries immediately to IHSS Social Worker. 7) Create a support circle: Caregivers need support from friends, family and peers. It is important for you to take time for yourself in order to refocus and refresh your reasons for being a caregiver.
PAGE 10 WHO TO CALL? In general: *If you are an IHSS recipient, your social worker is your main contact person. *If you are an IHSS provider, the Public Authority is your best contact number. ISSUE..WHO SHOULD BE CALLED? *I do not have timesheets. Public Authority (Payroll) *My check is late Public Authority (Payroll) *I need a new provider....public Authority (Registry) *I want to apply for IHSS..... IHSS (AIS Call Center) *I have questions about my share of cost.....ihss (Social Worker) *I do not know who my Social Worker is.. IHSS (AIS Call Center) *Why are dues taken from my check.....udwa *I m a provider and need Health Insurance........UDWA *I m a recipient and need more hours of care....ihss (Social Worker) *I m a provider and was injured while working for an IHSS recipient.. IHSS (Social Worker) *I would like training on being a care provider....public Authority (Registry) PHONE NUMBERS TO CALL IHSS (AIS) Call Center...1(800) 510-2020 Public Authority......1(866) 351-7722 UDWA (United Domestic Workers of America)...1(800) 621-5016
VOLUME 2, ISSUE 1 NATIONAL CAREGIVER TRAINING IS AVAILABLE! The National Caregiver Training Program is a certified training program that is offered by the Public Authority at various locations throughout San Diego County. It has been designed to help Providers learn the skills and knowledge they need to provide safe and confident home care. The 6-week program includes training in: PAGE 11 Infection Control How to Care for Someone on Bed Rest Personal Care Tub Baths and Showers Vital Signs How to Manage Medications Safe Wheelchair Use Nutrition Taking Care of the Caregiver Fall Prevention Fire Safety Local and National Resources The National Caregiver Training Program is held throughout the year and will take place in various parts of the County. If you are interested in enrolling, please call the Public Authority Registry Department at 1-866-351-7722.