Support Broker Training 2005   

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   graphics Welcome & Overview
   graphics Computer Instructions
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   graphics Readings
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graphics MODULE A
graphics Self-Determination
graphics MODULE B
graphics Support Broker Roles
& Responsibilities
graphics MODULE C
  Person-Centered Planning
graphics MODULE D
graphics Skill Set Needed
   
graphics MODULE E
graphics Ethics & Professionalism
graphics graphics1. Ethics &     Professionalism
graphics graphics2. Confidentiality
graphics graphics3. Conflict Resolution &       Negotiation
   
graphics MODULE F
graphics Resources

CONFLICT RESOLUTION AND NEGOTIATION
Section 3
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CASE EXAMPLES
Case Study One
You met Joe in the last section. He is having a problem with one of his providers, his neighbor, Vivian. Vivian signed a contract with Joe to provide transportation no less than five times per week so that Joe could go grocery shopping, go to the bank, get to his volunteer job and meet with friends. Since the beginning of the month, Joe has had a hard time getting Vivian to follow through with their agreement. Joe has even been reprimanded at work for missing his shift. Vivian is usually very reliable and you do not know what is going on. What do you do?

link Sit down with Joe and Vivian to discuss the situation?  

   Proceed by addressing the following questions and concerns.

1. Is something wrong with Vivian (i.e. has she been sick,

    problems with a family member, car trouble)?

 2. Is Vivian not happy with the contract; has she been paid for

     her services up to this point?

 3. Initially, Vivian frequented many of the same places Joe 

     wanted to go (i.e. the bank, grocery store, drove near Joe's

     job almost every day). Has something changed with Vivian's

     routine making the transportation more difficult?

 4. Because it took quite a while to find Vivian, you really

     don't want to lose her as a transportation option. However,

     perhaps you will need to look for additional resources to

     get Joe to where he needs to go, in case Vivian can not

     always be available.

 5. Sometimes Joe gets frustrated and yells at people

     when he's mad, how could you help prepare Joe for figuring

     out a good way to talk with Vivian about his needs?


Case Study Two
Ginny is a nineteen-year old young woman who recently graduated from high school. It has become clear to you that Ginny is not happy living at home with her parents and younger siblings. Having worked with Ginny and her family for almost six months now, it is clear to you that her parents would not be too happy about Ginny living somewhere else in their community. They have spoken to you in the past about their feelings that Ginny is too trusting of people and that people often take advantage of her. To make matters more complicated, Ginny wants to move in with her boyfriend of three months ­ of whom her parents do not approve. What should you do?

link Ginny has several friends and cousins around her age who

   are leaving Home. Are any of them in her Circle of Support

   who could help present the case for 'being like everyone

   else' as well as to help Ginny understand how her parents

   feel?

link Although negotiation and compromise can often seem like

   the same thing, what could be gained and what could be lost

   by making concessions?

link If parents make the decision and Ginny stays at home, what

   does it cost Ginny? Is this a decision her parents are making

   out of fear or is there a real threat to Ginny's safety?

link It is not necessarily your role to be the peacemaker. Review

   the role of the Support Broker and identify ways to advocate

   for Ginny without compromising her safety. Make sure she

   has all the information needed to make her decisions, and

   encouraging her to be responsible in this new stage in her

   life.


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Module A | Module B | Module C | Module D | Module E | Module F

© 2005
Idaho Department of Health & Welfare
Center on Disabilities and Human Development