Individual Modules

People often rate conflict as a turning point in their work and personal relationships. Yet crucial conversations can become influential moments that matter in our lives, improving our organizations and relationships. The difference is the way we communicate in these crucial conversations. This module provides examples of a variety of practices known to be effective for resolving conflict.

Our society is becoming more diverse—not only in terms of race and ethnicity, but also in terms of how people identify themselves. What used to be a relatively simple question, “Who are you?” can now open the door to a wide range of answers. The AASC Code of Ethics states that “Service Coordinators shall have an ethical obligation to have a knowledge base of their residents’ culture and background, and be sensitive to the diversity of their residents, encouraging acceptance among different cultural groups.” In this module, we will explore diversity, cultural competence and overcoming stereotypes.

Motivational Interviewing is a communication technique that is specifically designed to resolve ambivalence about, and build motivation for behavior change. In other words, motivational interviewing can help us help clients better understand their reasons for and against change. It can help our clients make informed decisions about whether or not to change and to feel more invested in the decision. Motivational Interviewing does not provide clients with solutions or problem solving until they have made the decision to change.

Do you consider yourself to be a good listener? Or do you sometimes feel that things get in the way of your listening as effectively as you might want? The most ordinary conversations can often be the most influential, becoming real moments that matter in our lives. One reason that conversations result in moments that matter is that people are listening carefully to one another. The purpose of this module is to help you further develop your listening skills. By its end you should be able to recognize barriers to effective listening, the elements of the listening process and types of listening. Our overall goal is to help you acquire strategies to become a more effective listener.

Do you know how to “talk down” a resident who is becoming increasingly aggressive towards other residents in the building? Would you know what to ask if one of your residents told you that she was going to kill herself? If Mrs. Smith, on the second floor, told you that Hitler was talking to her from her television set, would you call the cable company for her? Service Coordinators are likely to encounter residents they serve who display symptoms of, or who are being treated for, a wide range of behavioral and mental health issues. This module will emphasize strategies designed for recognizing symptoms, intervening in crises, and making appropriate referrals for treatment.

Service coordinators play a crucial role in connecting residents with a variety of services, some of which may not be readily available in their local communities. Many of these supportive services are funded directly or indirectly by federal programs and agencies. However, the fragmentation of these programs can make it challenging for residents to access the services they need. Additionally, many residents in affordable housing communities are unaware of the available federal programs.This module provides a comprehensive overview of federal programs relevant to service coordinators and residents. It covers the types of federally assisted housing, social and supportive services, and various service coordination programs. Participants will gain insights into how these programs are administered at different levels and learn strategies to effectively navigate and utilize them.

The Professional Conduct and Ethics Module addresses ethical standards such as establishing professional boundaries and conduct, commitment to the resident/client, self-determination, privacy and confidentiality, informed consent, and respect.It also examines commitment to the employer, the importance of complete communication while considering disabilities, ethnicity, and religion, and the dimension and scope of family caregiver involvement.

Quality assurance professionals are impartial evaluators who, according to HUD, "provide checks and balances to ensure that a consistent and competent service coordinator program is effectively implemented and sustained."

This module provides a comprehensive overview of the foundational concepts of service coordination. Participants will learn about the role of service coordinators, the benefits and advantages of service coordination in residential settings, and the essential elements of service coordination programs.

Chemical dependency affects all segments of our population, with devastating effects on families, personal health, financial stability, and community crime and violence. For many older adults, chemical dependency could mean a 10 to 15 years decrease in life span and significantly lowered quality of life during their later years. Participants in this module will be given an overview of how substance abuse impacts people of all ages and socioeconomic backgrounds, with the main focus on the impact of chemical dependency on older adults. Participants will also gain insight into the impact of the disease on the person's ability to successfully carry out activities of daily living; engage in satisfying interpersonal relationships; health and sense of well-being; and the reluctance to seek and/or accept treatment. We also note that some older people are using street drugs and some have recognized the financial value of their prescription drugs and have begun to sell them. We will examine the changing face of substance abuse among older people with an expanded focus on drug use, abuse and sale. We will look at traditional models of intervention and treatment, as well as have an opportunity to learn about "evidence-based" models of intervention and treatment that have proven successful.

This module will help you become familiar with the many influences and changes that can affect one's ability to process and navigate health information in the later years. The changes encompass physical, psychological and cognitive changes, as well as social and cultural changes. Throughout the lessons service coordinators are offered insight into who the older adult learner is and strategies for addressing the health literacy needs of the older population. 

Assessments are essential components of a Service Coordinator’s toolbox. Determining residents’ needs or abilities is key in providing assistance and making referrals for appropriate supports, services or skills training. This module will provide an overview of assessments, how they can be used and strategies for completing and determining how best to use the information obtained.