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Montana Community Health Worker (CHW) Retreat Documentation March 24, 2016 The following is a compilation of the outstanding group work completed at the CHW Retreat. The information is organized into major categories/themes with their accompanying knowledge, ability, and/or skill. I. CHW ROLE II. COMMUNITY AND CULTURE III. Be a bridge to community resources and act as a resource obtainer; Have knowledge about systems of care – community connection, i.e., food banks; Be able to collect data and translate information to providers; navigate with a goal HEALTHCARE SYSTEM/DELIVERY V. Be a trusted member of and have a presence in the community; Be sensitive to and relate to the community culture; Understand Montana’s diversity – east vs west, large/small, region uniqueness; Have the ability to relate to people to gain access; Demonstrate community and individual advocacy and be an advocate within the system; Recognize disabilities and be adaptable; maintain safe environments Understand cultural uniqueness; Meet people where they are; Be non-judgmental and open to diversity; know bridges out of poverty; Be bilingual (community specific) RESOURCE MANAGEMENT IV. Know CHW defined role and scope and those of other professionals; Understand practice/recognize boundaries and set personal boundaries; Have self-awareness of CHW skills – know limitations; Focus on patient– family centered care; Know when to refer; have clarity on role regarding care planning, case management, and care coordination; have evaluation and observation skills Possess basic insurance (including Medicare and Medicaid) and benefits literacy; Have the ability to connect with individuals and help them sign up for benefits; Recognize hub and spoke linkages (systems) COMMUNICATION AND INTERPERSONAL SKILLS Demonstrate effective and congruent verbal, written, and non-verbal skills; Possess the ability to have conversations with a variety of people and with a broad spectrum of professionals; Montana Office of Rural Health/Area Health Education Center, Community Health Worker Stakeholder Group 2 V. Be able to move conversations forward and manage and navigate difficult communication; Apply SBAR when appropriate; use active listening, motivational interviewing, and inquiry; provide appropriate feedback; Be able to document and follow up on important information; Be a persuasive communicator; have skills in conflict management and resolution; provide customer service WORKPLACE SUCCESS BEHAVIORS/ATTITUDES (SOFT SKILLS) VI. VII. VIII. IX. Build trust; Be innovative and take initiative; Demonstrate a positive demeanor; Have time management and organization skills; Be time sensitive based on recognition of patient’s needs; Have compassion, be reliable and dependable, relatable, and patient; Demonstrate empathy vs sympathy; have the ability to connect to emotions SELF-CARE Practice self-care and wellness, Demonstrate self-safety; Pursue empowerment and enablement; Be self-motivated; Avoid burnout and manage stress TEAMWORK AND COLLABORATION Recognize and understand teamwork and team roles; Be a healthcare team member; initiate and build relationships; Collaborate through care coordination for patients and with other providers TEACHING-LEARNING Help assist with chronic disease management and education in chronic disease; Possess mentoring skills; Use SMART goals LEGAL AND ETHICAL Understand legal and ethical responsibility; Have a working knowledge of HIPAA and PHI; Have discretion and maintain confidentiality Montana Office of Rural Health/Area Health Education Center, Community Health Worker Stakeholder Group 3 X. XI. MEDICAL/HEALTHCARE KNOWLEDGE There should be no direct care such as blood pressure/foot care; Understand chronic disease, co-morbidities, mental health, prevention, and medication management; Be health literate and have an understanding of medical terms; Practice infection control; Have knowledge about suicide prevention and crisis; Have mental health first aid skills; Possess a working knowledge of CPR and first aid; Understand human life span development and special needs (developmental and/or cognitive); Recognize and follow up on nutritional needs, e.g., diabetes TECHNOLOGY Have basic skills using technology; have familiarity with HER NEXT STEPS The following are next steps as outlined by the group: Operationalize the CHW Role and Determine Funding for Role – Salary/Sustainability Affirm Community Need Design and Build the Curriculum – Include an Organizing Framework and Measurable Competencies Develop a Training Structure – Training Time and Requirements (e.g., academic expectations and additional credentials desired such as a driver’s license) Establish a Career Pathway – For Example, Create CHW Levels Montana Office of Rural Health/Area Health Education Center, Community Health Worker Stakeholder Group