Building Better Caregiver Relationships

Matt Queen
Communications Manager

As I meet with people that receive long-term care services and supports, I am shocked to hear the number of people that say they do not get along with their caregiver.

Sometimes it is a family member or a friend.  Other times it is somebody they hired from an agency or found in their community.

Part of what we do at iLIFE is educating people about what they should expect from their caregivers.  Employer authority is an emerging topic and an important skill for people who want to self-direct their care. Making expectations clear to caregivers from the start creates a solid foundation for a good working relationship.

In partnership with the Wisconsin Long Term Care Workforce Alliance, we met with two caregivers and their employer to learn more about creating positive relationships.

Our entire three-part film series on caregiver best practices is on the iLIFE YouTube channel.  Share with your colleagues to help improve caregiver relationships.

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Resolutions for 2015

Amanda Cavanagh
Director, Research and Business Development

January is a time for New Year’s resolutions.  When I set goals for the coming year, I envision myself on December 31, 2015.  What do I want to look back on and be proud that I accomplished?

I recently met an amazing participant who receives support and services through one of the long-term programs iLIFE serves.  In the past, this individual’s caregivers took advantage of them.  Not only did they have to fit into the caregiver’s schedule, but they also had to deal with workers unwilling to perform specific tasks they needed done. This abuse of power by a caregiver is tragic.

We then talked about resolutions for 2015.  Although this person is striving to overcome poor caregivers in their past, they are determined to reach their goals.

“This year I will be able to live independently in my home.”

“Next year, I hope to be able to leave my home without assistance.”

This individual’s hopes and dreams exceed all limitations they currently face.  Their strength is an inspiration and reminds me that compassion is an essential part of long-term care programs.

Looking back at my first year working for iLIFE, the determination our consumers have to become independent makes me realize the limitless potential for my personal goals.

So, what is my goal for year two?  This year, I will be a champion for the people we serve.  I will start each day by asking myself, “what will I do today to make tomorrow better?”

That is a New Year’s resolution we can all commit to.

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Listen Up

Amanda Cavanagh
Director, Research and Business Development

I was asked once what the most important thing a salesperson must do to be successful.  My answer caught them off guard.

It is not to blueprint the need.  It is not to identify the technical buyer.  It is not even negotiating the best price.

The most important skill is the ability to listen.

As a business development and sales strategist, I listen to our customers and incorporate their thoughts into the design, development, and implementation of long-term care programs.  I talk with prospects, email customers, engage with thought leaders at conferences, and collaborate with internal teams. 

We also listen to our consumers.  This means more than just customer service and community outreach.  Every time sheet iLIFE processes is a window into a person’s life.  They show us their successes and struggles, the care they’re getting, and the additional services they need.  Time sheets can also tell us what’s working and what isn’t.

But that’s only part of the process.  States, federal agencies, advocacy leaders, and Medicaid program managers need to listen to these stories.  Self-directed programs have a commitment to help consumers get the care they need.  They tell us what we need to know to deliver quality services that provide solutions to their needs.

During my career, I have learned that, in many regards, we all speak a different language.  However, we all listen for the same reason.  We want to be understood.

Take the time to listen to all the people you serve.  No matter your role in long-term care delivery, listening will help you better understand the programs and people you serve.

Website: iLIFEfms.com

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Customer Service: Helping Consumers and Driving Change

Amanda Cavanagh

Director, Research and Business Development

Customer service.  What does that term mean to you?  How do providers establish best practices for customer service?

Customer service falls in to two basic categories: good or bad.  Let’s be honest.  A poor review is much more interesting to read than a good one.  If misery loves company, then maybe the sour taste from our last bad customer service experience helps us relate to others in the same boat.

For our disability rights community, accessibility to customer service can be challenging.  Is the “Contact Us” page on your website visually accessible?  Is the 800-phone number and supporting call center audibly accessible?  Is your customer service location accessible?  It would be easy to chalk up these challenges as poor customer service.  Instead, we need to look beyond the challenges and see the opportunity to serve our customers.   

As financial management services (FMS) providers, we serve two distinct customer groups.  First, and foremost, program participants are our primary focus.  We manage payroll, taxes, human resource and administrative functions for our participants.   By removing barriers, we enable participants to succeed through dynamic, accessible, and individualized living opportunities.

Through our fiscal services, iLIFE helps people reach their goals and live independently.

In addition to serving people enrolled in long-term care programs, iLIFE also serves programs themselves.  We collaborate with state, federal, and Centers for Medicare & Medicaid Services (CMS) leaders.  We have the responsibility to spark ability rights discussions, inform policies, and work with these leaders to serve our communities every day.

In that spirit, exemplary customer service must help people in the moment and contribute to larger causes and changes.  While poor customer service does not make customers happy, it is an opportunity to improve things for the future.  The feelings of a job well done, the positive impact we have on our community, and the life changing lessons we learn from our customers should drive this commitment to delivering quality customer service.

Poor reviews might make for interesting reads.  However, good reviews tell the greatest stories.