Analysis

Although it is greatly preferred that we be serving clients out in the

community, there are times when it is necessary to do so onsite at the main
office. This report provides an analysis of the evaluations that were
completed on the newly developed Learning and Leadership programs.
These changes were made to the service in response to the issues and
concerns that were being expressed around the quality of the programs
being offered. The findings of the evaluations show that there is an overall
agreement that the new programming now offers learning and engaging
activities for the clients, instead of them just sitting around. Based on the
information that I have reviewed and my experience working with the
program I feel that there are some additional changes that could be made to
further improve the quality of service. The first recommendation that I have
would be to have a laptop that could be permanently used for the group, as
the computers are often busy and it would be helpful for working on
activities such as goals. I also think that it would be extremely beneficial if
the CRWs are given printed information or tip sheets to bring back to their
team members to share what they have learned. A more suitably sized
working space would be beneficial as it is difficult for users of walkers and
wheelchairs to maneuver around the room and could potentially lead to
some safety issues in the future. Finally, I think that although it was of great
benefit to get a lot of staff training completed all at one time, it was not an
ideal situation for the staff or clients to be serving such a large number of
clients at one time and increases the risk of incidents occurring.
 Learning and Leadership Workshop Series January
2nd March 31st
In early January 2012, there was some discussion focused on stopping
the practice of onsite support for the career and leisure clients during the
day. Concerns were expressed that although support was provided, there was
an inadequate amount of meaningful programming occurring for the clients
being supported at the DDRC main office. The team leaders response was
that the service was needed and changes to the Onsite service were
implemented in early January. This began with a change to the name where
the onsite program became the Center for Learning and Leadership. A
program with more structure then followed. The agenda for each day
included an arrivals period where social skills were focused on. Following that
two specific programs of activity were planned with the focus of the activities
based around the theme for that month. In January, the main theme was
advocacy, in February it was building relationships, and in March it was
conflict resolution. In addition, the clients and staff were invited to learn
together in client/staff training workshops. The topics that were covered in
these workshops included:

February

Dress for Success two half days on Mondays not as a series

Goals three half days on Tuesdays as a series
Current Events and Advocacy four half days on Wednesdays as a
series
Toast Masters Club four half days on Thursdays as a continuing series
Life Stories three half days on Fridays as a series

March

Employment Development three half days on Mondays as a series

Assertiveness one half day on a Monday
Life Stories four half days on Tuesdays as a series
Goals four half days on Wednesdays as a series
Toast Masters Club five half days on Thursdays as a continuing series
Mental Health and Wellness five half days on Fridays as a series

Feedback from Clients

Positive Comments:

Multiple clients have said that they have enjoyed coming to the
workshops
When you go to the workshops you definitely do not fall asleep
There is more action and it is better than just watching movies
I am not used to talking to large groups of people, but I can be more
open and talk about myself when I am here, I am proud of myself
Many clients have given the training a big thumbs up
I am definitely coming back!
I think that talking about problem solving is a great idea and helpful
I enjoyed the discussion and liked the cookies
Many clients have said they enjoy the background music
Thank you for giving me a break from you know who (said with a smile)

Ideas for Improvement

A smaller table or a larger room

It is hard for people with walkers and wheelchairs to move around the
room
I was wondering if there was going to be any training on voting so I can
vote for the lady who raised our AISH benefits by $400, it would be
terrible if the benefits were lowered
Maybe focus on learning about sports in the news

Suggestions for the Room

A radio with good speakers

More magazines
Coat and hat rack
Table items (i.e. stress/fidget ball)
More music
Newspapers/news magazines to know the news
A TV with the news
Book club like at the library (everyone gets the same book and gets to
keep it)
A painting or drawing class
Role playing, acting, or acting out different things (I really like that!)
Magazine rack
Joke books
Word searches/crosswords
Paper towels
 Coasters
Computer and printer
Quotes/heartwarming stories
Pet contact/ownership information
Music lessons information

Feedback from Community Resource Workers

Positive Comments:

Gives an opportunity to interact with everybody and meet people from

other teams
It helps the clients to come out of their shells
Everybody is given the chance to speak and participate
The clients and staff say/share some really interesting things
I think it is a great opportunity to meaningfully talk with one another
and you get the chance to see things in each other that we dont
normally get to see. We get so lost in things such as whether clients
have jobs or volunteer positions, so this gives us a chance to learn
about different aspects about them we might not otherwise have.
I think that it is great having training with both clients and staff
together, because it helps staff and clients to get to know each other
better and builds better communication skills between staff and clients
Before it was time to come to the workshop he (client) kept looking at
the clock and asking me if it was time to go to the workshop yet
It helps to become one with the client and with opening from both
sides
Given lots of good tips and new things to try with clients
I feel that I really benefited, I feel like I accomplished something that
will help me when supporting clients, to be successful, and in making
clients feel confident
I feel confident now to help a new employee and give them some tips
about goals

Ideas for Improvement:

I would enjoy participating in a workshop on play therapy

I feel that there is not enough short term focused activities for clients
who are less verbal/communicative and that we need to have
something to engage individuals while they are waiting here. We could
possibly have birds or a fish tank that interested clients could care for.
Could also have a staffs dog do a tour around the agency to teach
 clients about how to approach them out in the community, how to ask
owners to pet them, how to take care of them, and how to properly
interact with them.
Need to have something that is engaging for clients to do while they
are waiting around (even just for rides) instead of just sitting and
staring at the walls
Suggested workshop topics: volunteering, hockey, building
relationships, ways to get involved in the community, most popular
interests, information on where to go in the community if interested in
art, building social skills, respect, boundaries, and anything else based
on client interests

Feedback from Team Leaders

Comments:

It is only useful when missing staff if it can be preplanned with Access

Must be able to plan ahead to get clients here
Clients are now engaged and not having to go out into the community
in a 1:4 ratio
I think the clients get more out of it if their CRW is with them
It wold be better if staff that attend could bring back printed
information to present to the team
It is only helpful to North East clients when pre-booked due to distance
and time to drive clients
Staff feel more positive about clients attending onsite
It helps having combined staff and client training so that CRWs can
reinforce the training
It gives the CRWs the tools they need to connect with the community
Clients are not so resistant on coming to the DDRC
Staff are very excited about what is being offered now, they are
sharing information with each other too
There is learning for the clients and theyre not just sitting there
All workshops are to the benefit of the client
Having workshops on rights with staff and clients would be beneficial
so they are knowledgeable and able to use the information to talk with
clients during down time

Workshop Topic Suggestions:

 Internet safety
Racism
Value in a day/why doing something when you are supported is
important
Why we have goals
AISH and employment
Retirement
Anger management
Voting/politics
Client rights
1 Do you find the service useful for Yes 100% No
clients to go to when you are
missing staff?
2 Do you use the service to allow Yes No
CRWs to catch up on paper 100%
work?
3 Do you think the training is Yes 100% No
beneficial to the clients that
attend?
4 Do you think the training is Yes 100% No
beneficial to the CRWs that
attend?
5 Do you think the training is Yes 80%
beneficial to the success of your No
team as a whole? 20%
6 Do you think that the workshops Yes 100% No
improve the quality of how clients
are served onsite?
7 Have you received feedback from Yes 100%
staff about the workshops? No
8 Do you think the results of the Yes 100%
training will benefit the DDRC in No
the long run?
9 Do you think the location of Yes 40%
training is suitable for your staff No 40%
and clients? Neither 20%
10 Do you feel having combined Yes 100%
staff and client training is No
effective?
11 Do you think the training will help Yes 100% No
your staff to connect their
services with the community?
12 Do you think what the clients Yes 100% No
learn will benefit them when out
in their community?
13 Have you seen an increase in Yes 80% No
interest from clients and staff Neither 20%
wanting to be involved in
training?
 There were those clients who chose to participate in the programs (i.e.
Toast Masters) as well as those who were served onsite as a result of there
being no staff to support them out in the community. The client attendance
in the programs ranged from 3 to 23 individuals. As a result of having this
service the DDRC was able to complete a large amount of mandatory staff
training throughout the month of March. The numbers of staff who were able
to attend are as follows:

Conflict Resolution 115

Building Relationships 10
Standard First Aid 18
Finding Value in Your Day (not mandatory) 70

Overall the service that is being provided to clients onsite has vastly
improved and become more meaningful for the clients served. The feedback
that has been received from clients and staff about the new Learning and
Leadership programs has been very positive. From this feedback, it is
apparent that attitudes of clients and staff towards the service are beginning
to shift away from being so negative. It is also clear that individuals surveyed
feel that the content now being covered in the programs will be of great
benefit to the clients when out in the community and in their everyday lives.
For the most part the CRWs who attended also feel that what they have
learned will improve the quality of service they provide to their clients. Many
suggestions were made by clients, CRWs and Team Leaders for new
material that they would like to see covered in the programs. Many
suggestions were made by clients, CRWs and Team Leaders for new
material that they would like to see covered in the programs.