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2021 Virtual National Service Coordinator Conference
Course Catalog
Join the American Association of Service Coordinators
August 23-27 at our virtual conference!
Together Towards Tomorrow
About the Course Catalog
2021 Virtual National Service Coordinator Conference
The 2021 Virtual National Service Coorindator Conference Course Catalog features session titles, presenters and
workshop desciptions.*
A complete schedule with session dates, times and CEU eligibiilty will be listed on the conference platform where
paid registrants will select sessions to build their agenda before the event.
*Information is subject to change.
Training Disclosure
This information was prepared by the American Association of Service Coordinators (AASC). It is proprietary,
confidential and protected by applicable intellectual property laws. No part of this document may be duplicated or
distributed without the prior written consent of AASC.
The views and opinions expressed during the 2021 Virtual National Service Coordinator Conference are those of the
presenter(s) and do not necessarily reflect the official policy or position of AASC or any other agency, organization,
employer or company.
As such, any reference in this training to any person, or organization, activities, processes, products, programs or
services related to such person or organization, or any linkages from this training to the training of another party,
do not constitute or imply the endorsement, recommendation, sponsorship or favoring of AASC.
Moreover, it is the training participant’s responsibility to verify facts and information.
1
General Sessions
Ending the Injustice of Generational Poverty We Are All Aging - Taking Action to End Ageism
Dr. Gloria Wilder | Moderator Michelle Missler Ashton Applewhite | Moderator Michelle Missler
This general session reflects on having risen against From childhood on, we’re barraged by messages that
seemingly insurmountable odds and brings the it’s sad to be old. That wrinkles
strength of purpose to fight complacency and apathy. are embarrassing and old people
The content delves into the impacts of issues such as are useless. In this provocative,
housing, policy, practice innovations, food insecurity, funny, and deeply informed
community violence and general session, Applewhite
economic instability. Dr. Wilder explains the roots of ageism—
will also discuss how anchor in society and in our own age
community organizations can denial—and how it divides and
end the cycle of generational diminishes us.
poverty in historically
underserved communities by Applewhite sets out the personal and professional
turning advocacy into action. consequences (especially for women), shows how ageist
myths and stereotypes cripple the way our brains and
Life After COVID-19: Lessons Learned that Inform bodies function, critiques the portrayal of elders as
Ongoing Best Practices burdens to society, describes what an all-age-friendly
Kelly Green; Maria Medley; Kay Quatroche | world would look like, and concludes with a rousing
Moderator Jennifer Truppa call to action. It’s time to work together to make
discrimination on the basis of age as unacceptable as
This general session panel will highlight best practices any other prejudice.
and innovations developed
as a result of the coronavirus Replacing Our Comfort Zones with Growth Zones
pandemic that can continue Dr. Sandra Crewe
to be implemented to manage
crises, boost sanitation and The COVID-19 pandemic forced
support overall safety. us to experience a new way of
life. For many, the focus was on
Crisis prevention and getting back to “normal.” This
emergency preparedness are general session will address
not new concepts to service the importance of not settling
coordination; however, for getting back to “normal”
COVID-19 added another but focus on moving from our
layer of challenges. Panelists comfort zone to a growth zone
will share practices from their that will enhance the quality of life for ourselves as well
organizations as well as ideas as individuals we serve. It will specifically focus on many
uncovered through networking positive effects of change and strategies that can be
and research. used to embrace change.
Participants will discover
policies, procedures and
Hosting Moderators
programs that can potentially be
applied in their communities to
further enhance the measures
they are currently taking.
Jennifer Truppa Michelle Missler
AASC Board Member AASC President and CEOA Housing and Health Collaboration: Mt. Rubidoux for service coordinators with special emphasis on the
2021 Virtual National Service Coordinator Conference
Manor and Inland Empire Health Plan ways in which service coordinators can assist residents
Linda Coleman; Alisha Sanders through support, referrals, and resources.
Leading Age Long Term Supportive Services published Are You Ready? Preparing for Emergency Needs
a case study describing the partnership that exists Jennifer Truppa
between HumanGood and the Inland Empire Health
Plan at Mount Rubidoux Manor in Riverside, California. Think ahead, have a plan, be prepared for any
The study presents the partnership as a model for other emergency. During the Covid 19 pandemic, service
collaborations between affordable housing communities coordinators and property management pivoted into
and managed care organizations. an emergency resource role they had prepared for their
entire career; ready to meet multiple needs residents
AASC Online Advanced Features & Reporting presented during a national health emergency. Service
Jill Chance Coordinators and Property Managers are a vital team
with connections to local community emergency
Let's go beyond the basics of AASC Online to learn services, N4a, community based organizations, the local
about our newly added case management tools. This health department, the families of your residents and so
session will dive into resident files documentation best many other interconnected service relationships. Join
practices and give you a sneak peak at what we are the discussion as we prepare to empower and ready
currently developing for our users! Come see our new your community for incidents through FEMA guidance
communication tools in action, discover our real time on Preparing for Emergency Needs – Are you Ready?
insurance data reporting dashboards and learn effective This informational presentation encourages property
reporting features that are right at your fingertips. management and service coordinator teams to attend
and think ahead, have a plan and be prepared for any
Advancing Equity for Older Adults emergency.
Denny Chan, JD
Be Mindful: Easy Practices for Health and Wellness
The events of 2020 - our country's moment of racial Dr. Denis M. Scott, PhD; Angela Lawrence, MSW
reckoning and the impact of the COVID-19 pandemic -
have brought to bear significant disparities as a result This session highlights healthy living examples from
of social inequities. Some older adults, and especially community-based mindfulness curricula that can be
older adults of color, face the compounded effects of replicated for yourself or residents. Briefly review
discrimination over their lifetimes and also the unique cultural concepts to help understand different views on
implications of ageism. For example, in many states' mental hygiene. Learn new ideas for self-care, stress
responses to COVID-19, some care rationing standards reduction, and relaxation. Explore simple activities
discriminated against older adults on the basis of age, to improve communication using gratitude and
disability, and race. This session seeks to unpack why acceptance.
advancing equity for older adults is both critical and
timely and will engage service coordinators in issues of Become a Pro with the Housing Livability Assessment
equity they witness among their residents. Tool for Professionals
Dr. Karen Roof, PhD
Aging and Sexuality: How Service Coordinators Can
Help Residents Stop STD Transmission To age successfully and thrive, aging adults need
Dr. Heidi H. Ewen, PhD, FGSA, FAGHE universally designed affordable housing properties that
are cognitively enriching and provide access to unique
One aspect of personality that facilitates intimacy and is social engagement, physical activity opportunities,
greatly misunderstood, particularly among older people, and supportive services and technology to create an
is sexuality. At present, sexually transmitted diseases overall sense of safety and independence. Research has
are spreading fastest among the older adults in our shown that specifically designed housing can make the
population, due in part to generational differences and difference between rapid age-related decline, and a high
the increasing diversity of society. This presentation quality and healthy life. Safe and Healthy Communities
will focus on these issues, provide relevant context (SHC) has created the Housing Livability Assessment 3Tool for Professionals (H-LAT Pro) that is innovative and in their efforts to thrive under challenging economic
evidence-based after initially completing a review of circumstances.
over 20 research articles and reports and conducting
resident interviews at independent older adult Bridging Sectors to Align for Affordable, Accessible, and
affordable housing properties. Over the past year, SHC Supportive Housing
has significantly improved the tool by pilot testing H-LAT Molly French, MS; Maya Op de Beke
Pro at six older adult housing properties to enhance its
usefulness and to modify the scoring system. Because The nation is confronted with a trifecta of issues -- a
of the additional interviews completed with older rapidly growing population of older adults and people
adults, a disease outbreak section was added with living with disabilities, the rising cost of housing and
indicators such as having plans and protocols in place health care, and the extensive human and economic
with links to examples, and the outdoor space section impact of the COVID-19 pandemic. As a result, there is
was significantly expanded along with many other new resolve to improve housing and services so more
changes. This comprehensive tool provides housing older adults and people of all ages with disabilities may
professionals a means to assess, score and identify the live safely and independently in communities for as long
needed improvements that support safety and physical, as possible. Further, the American Recovery Plan Act of
cognitive, and mental health. 2021 provides new opportunities for aging, disability,
and housing organizations to collaborate. To strengthen
Best Practices in Bereavement Care for Service such cross-sector partnerships, the U.S. Administration
Coordinators for Community Living (ACL) has launched the Housing
Dr. Toni P. Miles, MD, PhD, FGS and Services Resource Center. Technical assistance
offerings include information, guidance, promising
This is a tool kit that was developed to train Service models, research, and tools to connect with others.
Coordinators in practices used to promote bereavement Resources on this new website provide a springboard
care for residents and their colleagues. The tool kit for aging, disability and housing professionals and their
contains 3 booklets - community guide, residents, and teams to work together in enhancing local affordable,
staff focused. There are also two sets of PowerPoint accessible and supportive housing.
slides - one for staff training, the other for resident
information. Bridging the Digital Divide in Affordable Housing
Communities
Beyond Affordable Housing: Community-Based Service Lucas Asher; Althea Arnold
Coordination
Melissa Harris As the COVID-19 pandemic accelerated the shift to
online services, digital access has become an essential
Service coordinators in federally assisted housing have lifeline to sustain health and economic well-being. But
been successful in addressing social determinants of for millions of people of limited economic means -- a
health over the last three decades. As a result, the disproportionate number of whom are people of color
role has expanded beyond the four walls of affordable -- little or no connectivity has deepened health and
housing programs and moved into the community. economic inequities. Drawing from the experience of
Service coordinators are now employed by fire our members and partners, SAHF will present on our
departments, cities, health care providers and more. new resource "Bridging the Digital Divide in Affordable
Learn about the growth of the industry and how Housing Communities: A Practitioner's Resource for
community-based models of service coordination are Multifamily Operators," highlighting key considerations
having an impact on wellness. and several solutions that are being piloted by
affordable housing providers and resident services staff
Bridges Out of Poverty to provide highspeed internet connection to residents.
Dwayne Meeks, BS, LMFT During the presentation, SAHF will also provide
updates on the new Emergency Broadband Benefit
We will be examining the Bridges of out Poverty (EBB) Program and other broadband policy updates
framework and develop accurate mental models of relevant to resident services staff in affordable housing
economic class in order to support at risk communities communities.Building Community Awareness, Prevention and caregiver agreements, and tools for managing finances
2021 Virtual National Service Coordinator Conference
Response to Elder Financial Exploitation and expenses. Finally, attendees will learn about
Jenefer Duane; Julie Krawczyk other model savings programs and resources to assist
caregivers through the National Resource Center on
Elder financial exploitation threatens the financial Women and Retirement.
security of millions of older Americans annually. In
response to this crisis, communities across the country Building Local Partnerships with Community Based
have mobilized collaborative networks that work to Organizations
protect older adults through community awareness Erica Rodriguez
and prevention. The Consumer Financial Protection
Bureau, Office for Older Americans works with elder The American Association of Service Coordinators
justice professionals and other community stakeholders (AASC) has partnered with Aunt Bertha to bring service
to form or strengthen community efforts to increase coordinators My Community Directory. My Community
prevention and improve response to elder financial Directory allows service coordinators to easily find and
exploitation. The Bureau has trained thousands of connect with local community-based organizations
intermediaries to provide Money Smart for Older Adults across the country. During this presentation, one of
presentations to older people and the community at Aunt Bertha’s Community Engagement Managers will
large. This presentation will provide an overview of share the importance of building local partnerships
the MSOA program, tips for delivering presentations, with the community-based organizations our service
innovative ways to reach isolated older people and coordinators are often connecting people to.
special content developed in response to the COVID-19
pandemic. The presentation will also feature the Building Trauma-Resilient and Person-Centered
Bureau’s tool for forming a collaborative network of Programs
stakeholders and will highlight an online development Alexandra Nassau-Brownstone; Sandra Serna; Julianna
guide to support communities with developing a new Stuart
or enhancing an elder fraud prevention network. The
Bureau defines a network as: A sustained, and largely While many housing organizations are committed to
voluntary, collaborative effort or partnership that works supporting residents through their resident services
to prevent, detect, and respond to elder financial initiatives, being resident-centered in the “daily
exploitation. business” of managing real estate, delivering services,
and reporting to funders presents challenges. Stewards
Building Financial Knowledge & Increasing Resources of Affordable Housing for the Future (SAHF) and
for Financial Caregivers Preservation of Affordable Housing (POAH) have been
Lara Hinz, MSW; Linda Stone FSA, MAAA engaged in initiatives to identify resident-centered and
trauma-informed practices that build a culture of better
When providing services for seniors, Service communication and trust with residents; and ultimately
Coordinators often must take the seniors' entire foster healthier communities. SAHF will share their
caregiving network into account. Caregiving today Updated Framework for a System of Resident Services
often involves addressing daily financial tasks and Coordination (published in April 2021), highlighting
taking on complicated decision-making responsibilities. resident-centered strategies and best practices in
Caregivers need to have financial and money building a systems-approach to resident services
management strategies to ensure the best decisions coordination that prioritize resident voice and deeper
are made and reduce stress to protect both the care collaboration with residents. POAH will offer early
recipient and the caregivers’ own financial future. learning from their project, “Designing Trauma-Resilient
This session will explore financial responsibilities and Communities”, one of six winning concepts through
decisions frequently required across the caregiving Enterprise’s Housing Affordability Break Through
lifecycle and educate attendees about ways to help Challenge, which re-imagines affordable housing and
caregivers and care recipients access information resident services through the lens of trauma-informed
and tools needed to plan ahead. Participants will care and its core principles. Presenters will provide key
learn about important tools and programs including learnings from these projects, feature several useful
assistance with government benefits programs, as resources, and facilitate virtual discussion and peer
well as the need for advanced care documents, family sharing on opportunities to operationalize resident- 5centered strategies in our work. own. Outside influences can impact your propensity
- too often, we focus on the word “conflict” and
Bystander Intervention in Public Spaces “resolution” becomes an afterthought. As a key part of
Kelly Erickson this process, we will work on starting with the end in
mind. Build on resolutions to avoid conflict, while being
We all have a responsibility to do something when solution oriented from the start. Diversity & Inclusion
we see street harassment happening, but too often are not just work environment psychobabble. It truly is
we freeze. We don’t know what to do. Bystander about being equal.
intervention gives us tools to intervene without
compromising our own safety. When we intervene, we Coordinating Services: How to Go from Assessment to
don’t just reduce trauma for the person being street Referral
harassed. We also start to chip away at the culture that Nina Santarelli-Griffin, LSW
allows harassment to be so prevalent. Alone we can’t
shift the culture — but together — our actions matter. Assessing a resident you have just met or have little
In this training our goal is to give participants the tools rapport with can be challenging and intimidating. A
to intervene the next time they witness harassment good resident assessment is an opportunity to gain
in public spaces. We will equip you with the right critical information about the person you are serving
information on how to be an effective bystander in the and it is a way to have a meaningful conversation that
midst of public space harassment using our proven 5D’s will help develop a relationship. How you go about
methodology, our five strategies for intervention. Then assessing a resident is equally as important as what
we will practice so you leave our training feeling more you do with the information you are entrusted with.
prepared to successfully and safely intervene. You have this valuable information, now it’s time to
coordinate services.
Compassionate Communities Moving Towards
Healing: Trauma Informed Care Cracking the Teamwork Code: Why Effective Teamwork
Beth Southorn; Bruce Kuban is Vital to the Success of Every Organization and Team
Member
Trauma has lasting adverse effects on an individual’s Dee Amundson, PSC
functioning and mental, physical, social, emotional and
spiritual well-being. Trauma Informed Care emphasizes Teams come in all different shapes and sizes, from small
physical, psychological and emotional safety for both teams of 2 to large teams of 2,000 or more. Like all
victims of trauma and service coordinators, and helps relationships, teams come with their own positive and
survivors rebuild a sense of control and empowerment. negative components – be it a difference of opinion,
In this presentation, we will build a framework using opposing view points, or differences within personal
the Adverse Childhood Experience Scale to understand boundaries and/or professional roles. Teamwork is
and implement Trauma Informed Care as we seek to required to make teams work, and as the word implies,
actively resist re-traumatization and engage the entire this may require some work from all of the members.
property team to support a healthy community. This class will explore the various teams a person may
find themselves on, targeting the SC/PM relationship
Conflict Resolution in a Divided Country and other work group dynamics. After dissecting
Beth Southorn; Charles Brown positive and negative team dynamics and what they
look like, participants will discuss tips and tricks that
Within our resident communities, how can we help can work to build stronger relationships and overcome
minimize the inequalities and conflict between people conflict within a team.
of different racial, cultural and ethnic backgrounds
that is layered in a system where political drive and Creating an Affirming and Inclusive Environment that
party influence behaviors? This session will address Works
develop more empathy and understanding as we begin Kerry Jordan; Cal Cates
to build bridges. Learning an individual’s qualities and
emotional triggers will be key in developing these Creating an inclusive and affirming working and living
essential skills. This isn’t about winning or losing, rather environment takes more than signage and policies.
finding an alliance with views that differs from your Join Kerry Jordan and Cal Cates as they explore theimperative of inclusion and affirmation for and with Feedback can be valuable by giving and receiving. This
2021 Virtual National Service Coordinator Conference
your co-workers and residents, common pitfalls in these presentation will explore obtaining the most positive
efforts and simple steps forward that you and your communication to benefit you. The skills learned will
community can take now to begin this journey. allow you to maximize your interactions with residents
and maximize your team’s performance. Join us as
Creative and Innovative Ways to Engage Seniors we explore turning feedback into an embraced skill of
Alisa Erdman, BA, PSC communication.
A Service Coordinator's role is to assist residents to Economic Impact Payments
age in place through linking them with resources and Kate Lang, JD
programs that will help them with the ADL’s or iADL’s.
Another part of their job is to combat social isolation. In response to the COVID-19 pandemic, the federal
How do you combat social isolation in extreme government has distributed three rounds of economic
circumstances? Service Coordinators must think outside impact payments to individuals in the United States.
the box, step out of their comfort zone and put creative This session will cover who is eligible for each of these
tactics and programs to work. payments and how to assist those who may not have
received one or more payments they are eligible for.
Developing a Cultural Competence Philosophy for
Service Providers Emotional Intelligence: It’s Role in The Workplace and
Jose A Quiñones-Visot, MS in Diversity
Callie Allen-Boone, BA, LLMSW; Anissa Hooker, MA,
Developing a Cultural Competence philosophy LLPC
allows you to effectively create positive change and
build meaningful and rewarding relationships and High emotional intelligence can help you navigate the
partnerships with your clients, colleagues, managers, social complexities of the workplace. Researchers have
board of directors, stakeholders, and more. Developing suggested that emotional intelligence influences how
a philosophy of cultural competence goes beyond well employees interact with their colleagues, and
awareness about cultures and understanding EQ is thought to play a role in how workers manage
differences and guides every aspect of our work stress, conflict, and overall performance on the job.
towards inclusiveness, compassion, and acceptance. Other studies have linked emotional intelligence with
This presentation will be the first step of a lifelong job satisfaction. In fact, when it comes to gauging
journey towards a greater understanding of one important job candidates, many companies now rate
another. emotional intelligence as important as technical ability
and employ EQ testing before hiring.
Developing Digital Literacy & Training for Older Adults
Breana Clark, MSW GENERAL SESSION -- Ending the Injustice of
Generational Poverty
Technology is essential for almost everything we need Dr. Gloria Wilder
to do these days. Over the last year more of us have
had to rely on computers to manage our daily lives - See the session description on page 3.
from shopping to medical appointments. How can you
develop an effective training for your older residents? engAGED and Connected: Addressing Social Isolation
Find out what you need to do and how to get started. of Older Adults in Affordable Housing
Rebecca Levine; Meredith Hanley
Don't Get Offended, It's Only Constructive Feedback
Joy Drysdale; Linda Held Maintaining social connections can help foster
engagement and reduce social isolation among older
Communication is extremely key as a Service adults. Join engAGED: The National Resource Center
Coordinator, but do you ever find yourself for Engaging Older Adults for a session focused on
misunderstanding someone or are you sometimes left promoting social engagement of older adults living
feeling confused or hurt? This discussion will cover in affordable housing to address social isolation. This
learning the fundamentals of constructive feedback. session will highlight the benefits of social engagement 7and provide practical social engagement approaches, tests the IWISH supportive services model, which
examples and resources that service coordinators can intends to help older adults residing in HUD-assisted
incorporate into their work to help older adults remain multifamily housing age in place. The model is being
socially engaged. tested in 40 multifamily housing treatment properties
and 80 control properties. The demonstration began
Engaging Residents in a Relevant Way: How We Use in 2017 and has been extended for two years beyond
Data to Shape a Successful Program the originally projected end date of September 2020.
Victoria Wimberley The demonstration, which funds a service coordinator
and nurse to work at treatment properties, aims to
This course will provide a case study on how the determine whether the IWISH model can reduce
Oakland Housing Authority has used its data to develop avoidable healthcare utilization and early transitions
a evidence based approach to its self-sufficiency to nursing homes. The presentation will provide an
program. The discussion topic will also include how overview of the IWISH model, early successes and
to use data to improve a service delivery model, how limitations, and lessons learned.
to engage residents in a relevant way, and improving
outcomes over time. Federal Policy Update for Service Coordinators
Bill Benson; Alayna Waldrum; Kendra Kuehn, MSW
Ethical Dilemmas Related to Self Determination
Callie Allen-Boone, BBA MSW; Janine McKinney, BSHS- Federal policy impacts everything we do and can make
AB our job easier or harder. The COVID19 pandemic has
highlighted significant challenges for our residents,
This presentation will provide Service Coordinators with housing, and service coordinators. Learn more
the skills and tools necessary to recognize and work about what is happening with federal policy in this
with residents who don't always have the capacity to tumultuous time. Find out how pending legislation
make the best decision. We will explore steps to take would impact your work and your residents’ lives.
to determine if a person is capable of making life-
altering decisions, as well as, how to proceed when the Got Ethics!? Creating and Maintaining Healthy
resident has been deemed competent, but still makes Boundaries in the Workplace
unhealthy or bad decisions. Because we work in an Ruben Rivera-Jackman, MNPL
independent living setting the majority of our residents
don't have people who make decisions for them. As Resident Services Coordinators (RSCs) link residents
part of maintaining their dignity and independence, with supportive services that allow them to maintain
the Resident needs to be included in any decision self-sufficiency in their homes. It is most important
that impacts their lives and they need to be given the that the RSC understand the characteristics of the
opportunity to determine how they want to utilize resident population and property in which they serve.
that information. As Service Coordinators, our job is to Housing professionals work with diverse and vulnerable
provide the best possible advocacy and resources to the populations and would benefit from participating in this
resident, and then allow them to use self-determination Ethics course as a refresher. The issues that may impact
to decide what actions or services they would like to the differential use of power in services are: socio-
receive. Also for the Service Coordinator to learn how to economic, age, culture, gender, race, sexual orientation
document all options provided to the resident and the and others. This session will define ethical values and
outcomes if that assistance is declined. standards and offer principles to guide decision making
and conduct when ethical dilemmas arise.
Experiences Implementing IWISH with Elderly
Residents in HUD-Assisted Housing Got Music? You Have a Powerful Tool to Connect with
Dr. Leah Lozier, PhD; Carol Star Others
Hope Young, MT-BC; Claire Kendrick, MT-BC
Join us for a presentation on experiences implementing
the Integrated Wellness in Supportive Housing (IWISH) Music has become the secret sauce for improving
model of supportive service coordination with low- mental health and nurturing emotional connections
income, elderly residents in HUD-assisted housing. across the virtual divide of this pandemic. Center for
The Supportive Services Demonstration rigorously Music Therapy therapists, Hope Young, MT-bC and ClaireKendrick, MT-BC will share research, professional know- unprecedented contemporary pandemic while
2021 Virtual National Service Coordinator Conference
how, and stories about how music has transformed the maintaining emotional well-being and self-care
virtual experience of staying emotionally connected, as professionals. We will address and validate the
grounded, and mentally resilient through tough and complications of pandemic-related traumatic loss
trying times as individuals and communities. New on our own lives as service professionals; develop
virtual pivots to telehealth brought unique challenges strategies for self-care and work-life balance in our
as well as opportunities to connect personally, locally, transition to a "new normal"; and discuss praxes
and globally with others. CFMT piloted a project with for promoting positivity and self-support to achieve
our clients in Austin and the University of Edinburgh, emotional well-being and subjective self-satisfaction.
through Limelight Productions in Scotland, as well
as with musicians and therapists in Latin America Housing & Health: Critical Tools to Help Communities
and across the globe. These experiences were Build an Equitable Recovery
enabled because of the shift to online work. In your Anna Bailey, MSW, JD
home, work, community and life this presentation
demonstrates humanity's resiliency at it's best by The building blocks of health (social determinants of
connecting with each other “virtually” through music. health) are not available equally, as we’ve seen play
out in painful ways during this dual public health
Grief During and After the Pandemic I: Disenfranchised and economic crisis. A history of discrimination,
Populations & Disenfranchised Losses segregation, and income and wealth inequality has
Dr. Sara Murphy, PhD, CT concentrated wealth and opportunity at the top and
put entire communities at a disadvantage when it
Over the last year and a half, the COVID-19 pandemic comes to living a healthy life. Too often, people of
has re-centered national conversations on death, color, seniors and people with disabilities endure
dying, and bereavement. Perhaps never in our lifetimes economic hardship, receive inadequate health care,
has grief been both widely experienced and visible. and face high rates of homelessness. Communities can
However, marginalized and disenfranchised populations use new federal resources enacted to respond to the
in our country have experienced unique and often- pandemic to both meet urgent needs stemming from
overlooked losses throughout this pandemic that the economic crisis and begin addressing the systemic
complicate their grief and recovery experiences. This racism that contributes to health, housing and income
session will assist attendees in understanding the disparities.
complex double bind of experiences of disenfranchised
losses for disenfranchised communities. It will unpack HUD Multifamily Service Coordinator Program Update
the effects of systems of privilege and inequality on Belinda Koros; Margaret Poethig
both death and non-death loss experiences. Finally, it
will offer useful communications praxes for developing HUD’s Office of Multifamily Housing Programs oversees
helpful responses to individuals experiencing these the Multifamily Service Coordinator Program, which
complex losses in order to serve clients more serves older adults and individuals with disabilities in
empathically and to contribute positively to community affordable housing. Office staff will provide updates
responses to loss. on program initiatives including service coordinator
resources, grant funding, annual reporting and
Grief During and After the Pandemic II: Professional & COVID-19 supports.
Personal Self-Care
Dr. Sara Murphy, PhD, CT HUD Standards for Success Data Elements
Jill Chance
For professionals who already work tirelessly to
serve individuals whose lives are complicated by HUD Reporting for Standards for Success can feel
inequitable systems that complicate experience of overwhelming and we want to help! This session will
disability, poverty, and age, the COVID-19 pandemic cover the overall goals of the Standards for Success
has exacerbated the stress, anxiety, and frustration Report, the various reporting methods, and the
that may already have been part of their working resident data that is collected each year. During this
experiences. This session will focus on the "balancing session we will also introduce you to a brand new
act" of serving and supporting families during our online resource for the SfS Report. This new resource 9will provide ongoing support throughout the year, Is It Abuse? Red Flags & Adult Protective Services 101
include examples and frequently asked questions. We Bill Benson; Kendra Kuehn, MSW
will also make you aware of any upcoming changes on
the report scheduled for next year. Abuse of older adults and persons with disabilities
includes financial exploitation, neglect, physical,
HUD's Self-Sufficiency Programs Overview and emotional, and sexual abuse, and self-neglect. Abuse
Updates can cause significant harm physically, emotionally,
Tremayne Youmans and financially to your residents. Do you know the red
flags of abuse? What would you do if you suspected a
This session will provide information on the latest resident was a victim? Join the National Adult Protective
opportunities, initiatives, best practices, and resources Services Association's policy team to learn who Adult
for PHAs and other community partners serving public Protective Services is and what you can do.
housing and house choice voucher families, with a
concentration on moving families along the continuum LGBT Inclusion: Addressing the Unique Service
of self-sufficiency. All Family Self-Sufficiency, Resident Coordination Needs of LGBT Older Adults
Opportunity & Self-Sufficiency, and Jobs Plus grantees Ruben Rivera-Jackman
should plan to attend.
There is a distrust of Health Care and Social Services
Integrating Caregiving in Your Service Coordination by LGBT Older-Adults. As Baby-Boomers engage with
Plan health and social services sector it will be important
Lilit Tserunyan, MBA; Michael Wittke, BSW, MPA for aging services providers to deliver services that
are respectful and culturally competent. Many aging
Working with residents can often require addressing services providers see no need to discuss LGBT aging
needs with caregivers, including family, friends and issues because: “They don’t want to discriminate.” Or
community networks. These formal and informal “They don’t want to make people feel uncomfortable.”
support networks can be significant to a resident’s While well-intentioned, it leaves many LGBT older-adults
well-being. How can Service Coordinators best identify, feeling that they must hide who they are, in order to
integrate, and support caregivers in their communities? take advantage of health, housing, and social service
What can you do when caregivers themselves are programs. Baby Boomers are turning 65 at a rate of
struggling with a resident’s needs? 10,000 a day in the U.S. Many LGBT older adults who
have been impacted by the recession may have planned
Interpersonal Skills for More Effective Communication to retire in LGBT specific retirement communities
in Housing they can no longer afford, and many will outlive their
Mary Curlew, LICSW retirement nest eggs. These LGBT older adults will have
to rely on mainstream aging organizations and housing
Effective communication and interpersonal skill building providers to meet their support services and housing
are essential to healthy communities. However, knowing needs. So, it’s crucial that we become knowledgeable
how to respond effectively during times of conflict about the aging needs of LGBT residents and work to
or miscommunication is not always easy to do. This create welcoming environments that are supportive
workshop will help participants identify and describe since it’s estimated that by 2030, 2-7 million Americans
effective interpersonal skills and communication styles, aged 65 and older will identify as LGBT.
provide tools to better manage conflict and solve
problems, and assist participants in planning how GENERAL SESSION -- Life After COVID-19:
to use, teach and model these skills in their housing Lessons Learned that Inform Ongoing Best
communities. We will practice these skills in the Practices
workshop using real life scenarios often experienced Kelly Green; Maria Medley; Kay Quatroche
in housing. In addition, participants will be provided
with handouts and resources that can be shared with See the session description on page 3.
residents and staff to support extending these skills to
others.Making the Most of Remote Supervision We will look at the similarities and the differences
2021 Virtual National Service Coordinator Conference
Brenda C. Carney, LMSW, MHRM between the two fields. We will look at what I have
learned over this first year as a Service Coordinator,
The pandemic has forced organizations to approach the changes I had to make in the way I worked, how to
provision of services in a new and inventive way. prioritize my work.
Video conferencing is now the norm. But how do you
supervise employees and receive supervision when GENERAL SESSION -- Replacing Our Comfort
remote connection is the only thing possible? This Zones with Growth Zones
session will discuss the best ways to make the most Dr. Sandra Crewe
of remote supervision, including how to best support
service coordinators and hold them accountable. See the session description on page 3.
Remote service coordination funding options will be
explored. Service Coordination Model for Low-Income Seniors in
Single Unit Housing
Performing as One Team Kayla Reese; Sonja Brown-Jenkins; Melanie P. Cox, RN,
Karen Compton; Kathy Wiliams BS, MS
Navigating the relationship of a Property/Community This presentation would describe a pilot project, led by
Manager and Resident Service Coordinator can Frederick Health Hospital, that creates a partnership
sometimes be challenging but it doesn’t have to be! of key community organizations and service providers,
This presentation will go over the roles of the Property/ including Advocates for the Aging of Frederick County,
Community Manager and the Resident Service the Housing Authority of the City of Frederick, and
Coordinator and where the two shall meet in order other community based organizations. This unique
to best serve the community. We will also cover the collaboration is seeking to improve seniors’ access to
importance of fostering a cohesive team. and use of services surrounding the social determinants
of health in addition to improving physical and mental
Quality Assurance: Why It Matters health outcomes and decreasing the use of emergency
Terrill Bryant; Kay Quatroche medical services and emergency room resources for
low acuity needs. It is always developing a service
This course will explore the benefits of Quality coordination team model that includes the service
Assurance related to Service Coordination and program coordinator, a registered nurse and a community health
compliance. worker.
Racial and Economic Justice in Supportive Housing Setting Up and Maintaining an In-house Food Pantry
Chantelle Wilkinson, MPA for Residents
Ken Kramer; Cherish Hart; Angela Handley
Assisted housing can meet a significant part of a family’s
need, but stable, affordable housing is only the one Setting up an in-house food pantry is easier than you
piece of the puzzle. Many people on the margins face think. Everyone has that can in the back of their pantry
multiple challenges and barriers to living successfully in that they thought that they would use but never have.
a housing community. How does racial justice overlap And there is no better way to move it along than to
with economic justice and what does it look like in a donate it to an in-house food pantry for the residents
housing community? How does Service Coordination that we serve. Food pantries were instrumental during
go beyond supportive services to create a community the COVID outbreak and continue to provide ongoing
where racial justice is understood and uplifted? supports to residents. It has brought out residents
that are often not seen for months at a time. Everyone
Reflection on Year One as a Service Coordinator can volunteer in a different way. The session will
Vickie A. Harper explore ways to work with, support and supervise the
volunteers. And the in-house food pantry has given
This presentation will look back over the first year of a residents a way to give back. When the COVID hit our
Service Coordinator's life as she has moved from being communities, the only food being delivered was from
a public school teacher to being a Service Coordinator. the in-house food pantry. And many things were added 11to it such as cleaning supplies, PPE supplies and more. Tax Planning in Financial Coaching
Some resources that were never received before were Jason Andrade, CFP®; Tania Shabazz, AFC®
put through the food pantry to be distributed. In some
cases, it turned out to be the only resource that some Tax Planning in Financial Coaching - This presentation
residents had to get food. Food safety protocols will be will provide a basic overview of the personal income
shared as well as ways to handle too many donations tax code and will highlight specific updates concerning
and related storage issues. the passage of the American Rescue Act of 2021 and its
potential impacts on families/clients. The presentation
Social Isolation: The Challenge of Today and will also discuss best practices for tax time like planning
Opportunity of Tomorrow for taxes as an independent contractor, maximizing
Dr. Thomas K.M. Cudjoe, MD, MPH credits, and resources/ referrals for addressing tax
delinquencies.
Today many older adults are experiencing intensified
social isolation and loneliness as they attempt to stay The 4 M's Framework: What It is and How It Applies to
safe at home. The notion, is a stark contrast from our Service Coordination
understanding of the importance of social connections Kristen Miller, PSC, CDP
on health and well-being. This session highlights the
implications of social isolation on the health of older The 4 M's Framework is the newest in best practice
adults and the implications of social isolation during guidelines in serving seniors in the healthcare industry.
the COVID-19 pandemic focusing on factors that are The 4 M's- What Matters, Medication, Mentation,
important in congregate housing settings. and Mobility- is a tool that healthcare providers can
use to best address the complex needs of seniors. So
Social Justice/Advocacy for the Service Coordinator what does that have to do with Service Coordinators?
Darnell T. Brewer BA,MLS,CHW Everything! By applying the 4 M's Framework to our
own practice, we can better support our seniors by
Social change and advocacy are at the heart of what we empowering them to make good healthcare decisions,
do as Service Coordinators, whether working to achieve as well as be better healthcare advocates on our
social inclusion, or to ensure universal health care, or residents' behalf.
gender equality. We as Service Coordinators know
that creating long-term social transformation within The Drug and Alcohol Spectrum: Understanding and
our communities and properties we serve requires an Identifying Substance Use Disorders and When to
investment in strong advocacy and social movements. Intervene
Service Coordinators can utilize persuasive advocacy Dee Amundson, PSC
messaging to have a greater impact on creating
inclusive, professional communities. All drug and alcohol use, abuse, and addictions fall on
a spectrum. With recent increases in alcohol brands/
Stress, Our Brains and Self Care breweries, state laws legalizing previously banned drugs,
Erin Turner LISW-S and ongoing prescription medication commercials,
substance use is not uncommon for many. But when
Stress has a way of wreaking havoc on our thoughts, the substance use turns into addiction and abuse,
our emotions and our reactions to the world. Those intervention may be required. This class will explore
who provide caring work in the social services arena the drug and alcohol spectrum along with the various
are feeling the extra pressure and the impact of the substance use disorders. Participants will learn about
heaviness that our world has experienced over the last causes, triggers, and various reasons why one individual
year. Take some time for yourself, to learn about the may fall on the severe end of the spectrum while
brain science behind stress, how to recognize your own another does not. After gaining a better understanding
stress cycle and practical ways to support interrupting of the spectrum and substance use disorders,
your stress so that you can heal and continue to do the participants will learn to asses when to intervene, how,
great work that you do. and what to do when intervention fails.The Impact of Hearing Loss on Cognition and Umm Social Distancing, Don't You Mean Physical
2021 Virtual National Service Coordinator Conference
Connection: Strategies Matter Distancing...Best Practices of Staying Social in a
Kathryn Kilpatrick MA "Distant" World
Dawn Bartha; BS, MSEd; Amanda Stengel, MA; M.F.T
An older adult's hearing loss often impacts their quality
of life as they withdraw from engaging in interactions. This presentation will dive into the concept of social
People often refer to a person as having “selective” distancing and what it truly means for residents in
hearing. Then there are those who own a hearing aid, affordable housing. Is it possible to keep social when
but it now sits in a drawer. Research has shown hearing we can't be near each other? This session will use real
loss impacts a person’s memory and cognitive abilities. life examples from across the state of Pennsylvania of
Being proactive when hearing challenges are present is how to keep residents engaged and social in a "socially"
one of the keys to successful aging particularly when it distant world.
comes to memory, safety and social engagement.
Using AASC Online Data to Promote Your Service
The New Normal: Affordable Senior Housing During Coordinator Program
and Beyond the Pandemic Melissa Harris; Jill Chance
Juliana Bilowich
Did you know that with just a few clicks you can create
This session will assess the landscape of affordable reports in AASC Online that can be used to show the
senior housing during and beyond COVID-19. Get ready needs of your residents and the impacts you as a service
for a rapid-fire session on a wide range of current HUD coordinator have on their wellbeing? This workshop will
and Hill issues, from operational hot topics to internet explain opportunities to use your AASC Online data to
connectivity in HUD housing. We'll also look ahead at build your program, forge partnerships with community
issues coming quickly down the pike during the new providers and better advocate for your residents and
Administration. service coordination. It will also feature a tutorial on
how to run useful reports in AASC Online.
Thinking Beyond Title, Leadership is Action
Michelle Missler GENERAL SESSION -- We Are All Aging - Taking
Action to End Ageism
Does the word leader not resonate with you or your Ashton Applewhite
current role? Are you currently in a managerial role
but feeling unsure of your leadership capabilities? In See the session description on page 3.
this session we will break down the misconception that
good leadership requires a certain title. Additionally, we We Got Us Empowerment Session: An Approach to
will discuss the various ways we all act as leaders and Covid Vaccine Access and Education with an Anti-Racist
explore how to develop confidence in leading others. Lens
Krystal Capers MPH; Julian Handler
Tips and Strategies on Vision Loss: Helping Seniors to
Feel at Home We Got Us Empowerment Session is about bringing
Jeffrey Gerhardstein LICSW; Jane Elliott accurate science information to our community both
locally and nationally in an accessible way. We seek
Does someone you care about have low vision? Do not to convince our communities to get the vaccine
you know someone who has experienced blindness? but rather to convey the information they need to
Do you want to learn more about vision loss and make the best health decisions for themselves and
the personal challenges of living with vision loss in a their community, with special consideration of their
senior community? If you work in the housing field, personal values and circumstances. We do this by first
this workshop is for you! We aim to tell how residents acknowledge medical racism and how it persists today,
successfully adapt to vision loss and just how they do it. and how it affects peoples' decision. We inform the
And we aim to explain how vision rehabilitation helps to audience about how vaccine works and how they are
develop new skills and restore hope. typically made and compare them to how the covid
vaccine was made. We provide information about the
three different vaccines available in the US, how and 13where to get vaccinated. Lastly, we discuss frequently Why Kindness Matters in Service Coordination
asked questions about the vaccine and provide Debra Ferrell
resources.
What does kindness have to do with Service
What Service Coordinators Need to Know about Coordination? Everything. This session explores the key
COVID-related Housing Issues: Eviction Moratoriums differences between kindness and niceness. Niceness
and Rental Assistance is about pleasing another person or enhancing their
Patti Prunhuber, Esq. perception of us, while kindness is about connecting to
the heart and truly caring about the other person.
Even before the pandemic, many low-income tenants The session also addresses a kindness pitfall; in
struggled to remain current in their rent. COVID Service Coordination, practicing true kindness requires
increased the likelihood of falling behind in rent, appropriate professional boundaries, both for our
whether because of COVID-related expenses, loss of protection, and for the protection of our residents.
earnings or a family member who could no longer And finally, we will talk about managing stress and
contribute financially. In order to help tenants emotions, inspiring creativity in programming and
stay housed and prevent the spread of COVID, the resident interactions, and improving overall health and
federal Center for Disease Control issued an eviction productivity, all by practicing kindness.
moratorium, and many states and localities have issued
their own temporary halt on evictions for non-payment. Workplace Mental Health: Recovering from COVID-19
Congress has also allocated billions in Emergency Rental Taylor Adams
Assistance to help tenants who are behind in their
rent due to COVID-related financial hardship. Service The COVID-19 pandemic has underscored the
coordinators can use the eviction moratorium, set to importance of addressing mental health concerns and
expire on June 30, 2021, and the Emergency Rental promoting employee well-being in the workplace.
Assistance, to keep aging and disabled tenants securely According to MHA’s Mind the Workplace 2021 Report,
housed and provide financial support to landlords, nine in 10 employees report that their workplace stress
including subsidized housing projects. affects their mental health, and a quarter of employees
are experiencing the more severe signs of burnout.
When the Past Won’t Let Go: Historical Trauma in the Implementing best practices in workplace mental health
African American Community is essential for employers to address employees’ stress,
Dr. Janice Berry Edwards, MSW, PhD, ACSW, LICSW, burnout, and mental health concerns and reinvigorate
LICSW-C, BCD engagement and productivity. Attendees will learn
about current workplace mental health trends and how
Historical trauma theory and the impact on mental they can support employee mental health as workplaces
health in the African American Community is a concept return to normal.
of importance in practice and public health. The African
American population has historically been subjected
to long-term, mass trauma—colonialism, slavery, war,
genocide. Consequently, the impact on mental health
and physiological health place the African American
community at risk for disease across generations.
Understanding how historical trauma might influence
mental health and physiological health will provide
insights for eliminating health disparities. As well
as understanding the client who presents with this
history. Implications for practice will be presented and
discussed.2021 Virtual National Service Coordinator Conference
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