Connecting With Clients Virtually - Maintaining Client Support When In-person Meetings are Not Possible - Graduate NYC

Connecting With Clients
       Virtually
  Maintaining Client Support When
 In-person Meetings are Not Possible

Learning Objectives
❑ Review Single Stop’s Covid-19 Response and
  Resources
❑ Explore Single Stop’s public benefits screener
❑ Explore strategies for altering in-person elements
  to serve clients virtually
❑ Consider work-arounds for common challenges of
  virtual interactions
❑ Review promising practices for virtual
  relationship-building, consent and privacy

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Singlestop.org/covid19
      Screen for benefits for free
        Access local fact sheets

Single Stop’s public benefits screener
      ❑ Screens for eligibility for public benefits
          ❑ SNAP
          ❑ WIC
          ❑ Healthcare
          ❑ Tax Credits
      ❑ User friendly
      ❑ Web-based
      ❑ Access to local resources

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Single Stop’s Public Benefits Screener
   help.singlestoptechnologies.com
   ✓ Register for Public Benefits Screener “How To” Webinar   5

Individual Income and Expense Information

                                            6

Household Information and Review

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Results Snapshot and Local Resources Map

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Covid-19 Fact Sheets & Benefit Toolkits

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Making the Move to
Connecting Virtually
❑ Video-conferencing options
❑ Set-up for successful interactions
❑ Common barriers and challenges

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Video Communication
Tools
❑   Google Duo
❑   Skype
❑   Zoom
❑   FaceTime

Of course, for clients unable to access the services
above, remote service and case management can
still be equally effective through a phone call.

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Setup and Tips for Successful
       Virtual Client Interactions

❑ Familiarize yourself with the functions of the tool you’re using
❑ Use the same tool consistently
❑ Consider your environment (noise, background, privacy)
❑ Dress professionally and appropriately
❑ Prepare your workspace
       ✓ Have needed work tools nearby
       ✓ Open common applications in your browser for easy navigation

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Barriers and Challenges             Tips to Overcome Them
 ❑   Comfort with technology        ✓   Determine if there is a specific service
                                        with which the client is more familiar prior
 ❑   Connectivity challenges            to the call
 ❑   Accessibility considerations   ✓   Consider sharing a “how-to” with clients
                                    ✓   Explore available wi-fi connectivity options
                                    ✓   Establish back-up communication
                                    ✓   Investigate accessibility options available
                                        on the tool you’re using (captions,
                                        transcription)

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Connecting People To WiFi Assistance
FCC agreement stating that providers will waive late fees, not cutoff service for lack of
payment, and open hot-spots.
Comcast COVID-19 response: offers free WiFi for 2 months to low income families plus all
Xfinity hot-spots are free to the public during this time
Charter Free Internet offer for 2 months.
AT&T COVID-19 response: offers open hot-spots, unlimited data to existing customers, and
$10/month plans to low income families.
Verizon COVID-19 response: no special offers, but following the FCC agreement.
Sprint COVID-19 response: follows FCC agreement, provides unlimited data to existing
customers, and, starting Tuesday, 3/17/2020, will allow all handsets to enable hot-spots
for 60 days at no extra charge.
T-Mobile COVID-19 response: follows FCC agreement, plus unlimited data to existing
customers, and, coming soon, will allow all handsets to enable hot-spots for 60 days at no
extra charge.
Optimum COVID-19 response: follows FCC agreement, have also launched several programs
to help ensure people stay connected to the internet.

-Source: The New School NYC                                                             14

Creating a Virtual Safe Space

 ❑ Building client rapport online
 ❑ Virtual Information Sharing: Tips and Best Practices
 ❑ Maintaining client privacy

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Building Rapport with Clients Virtually

              Why Rapport is Crucial to Case Management?
                    ❑ Key in developing a positive relationship with clients
                    ❑ Rooted in trust
                    ❑ Creates a safe space to talk about difficult things

              Best Practices for Establishing Virtual Rapport
                    ❑ Be as present as possible
                    ❑ Be mindful of verbal and non-verbal communication
                    ❑ Listen and reflect your client's message back to them

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Virtual Information Sharing Best Practices

❑ Remember that sharing personal information can      ✓ Use technology with video and screensharing
                          be hard in any setting        capabilities
     ❑ Offer opportunities for clients to be active   ✓ Give the option to have the meeting recorded
                       participants in the session    ✓ Allow for extra time together
        ❑ Visual presence can encourage accurate      ✓ Walk your client through the meeting and provide
          information share and more enrollments        documents via email afterwards

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Best Practices for Adhering to
Consent and Privacy Protocols in Virtual Interactions

 ❑ Create Additional Consent forms as needed
 ❑ Adhere to HIPPA policies and procedures online as you
   would in office
 ❑ Be mindful of screen sharing and what your client can see
 ❑ Review Privacy Agreement with clients and provide an
   electronic copy via email

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Questions?

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