TLC Enhanced Shadowing Shift Guide

 
 

Shadowing Overview

This page is intended to walk you, as a more veteran TLC staff, how to equip new TLC team members through today's shadowing experience.  Every new TLC team member will receive two shadowing shift experiences - one that is more passive and observational in nature and a second one that includes a 30 minute time block where the more veteran TLC team member (that's you!) gives an overview on a number of topics, answer their outstanding questions, and reviews apps & resources available to all TLC team members.  This “enhanced” shadowing shift ought to also include a window of time (~30 minutes ideally) where the new hire supports the client and the veteran staff observes, guides if needed, and offers summary feedback.  Be sure to complete the Enhanced Shadowing Documentation (link at the bottom) before clocking out today.

Section 01 - Standard practices

  • Describe some representative shifts and how today's shift compares and contrasts with others.

  • Always review client paperwork in Google Drive before working with a new client.  If you don't know how to do that, we will look at that together today.

  • If you have question about client paperwork, including goals or supports, you can reach out to the client's case lead by phone during business hours or by email anytime.  (Show new staff how they identify the case lead in client paperwork)

  • In addition to the Case Lead, you can reach out to the 24x7 NonEmergency Line (218.216.0500) as the situation dictates.  Do you have those numbers programmed into your phone? Use the NonEmergency line if there are pressing questions that arise during a shift outside of business hours, a client cancels or doesn't show in the first 15 minutes of the scheduled shift time, you are running 15 or more minutes late, a client wants to end a shift 60 minutes or more early, or you are sick and need to coordinate shift coverage (Make sure to do this no less than 6 hours prior to schedule shift start).  You should also use the NonEmergency Line if the client experienced a fire, car accident, or other medical emergency that require medical professional attention.

  • INCIDENTS & EMERGENCIES: If you take a client to Urgent Care or the Emergency Room for unscheduled care (e.g. due to an injury or illness) by a medical professional OR are informed that they went when not with you, reach out to the 24x7 NonEmergency Line or Case Lead (depending on the urgency and time of day) during the scheduled shift so we can provide assistance and notify the appropriate parties.  TLC is required to make notifications to the county within 24 hours of becoming aware of these situations. 

  • SAFETY: If you ever feel unsafe during a shift, excuse yourself from the client, find a safe place such as your vehicle, then call the NonEmergency Line.

  • DOCUMENTATION: TLC expects staff to budget roughly the last 10-15 minutes of the scheduled shift to complete their shift documentation. For example, if Keven's shift is scheduled to conclude at 1:00pm, Keven should confirm his next scheduled shift with his client, then relay that he is going to document the work he and the client accomplished that day, head to his vehicle at roughly 12:50pm and spend that time to document.  Shift documentation is specific to the shift type (In-home vs Job coaching), but should be done during the last few minutes of the schedule shift. We will talk through what documentation could look like for today's shift in a bit.

  • CLIENT COMMUNICATION: It can be convenient and entirely appropriate for staff to communicate with clients directly, particularly to remind a client of the upcoming shift or if adjustments need to be made.  That said, SOME clients should not have access to staff phone numbers.  This is often disclosed in a client's QuickTip document on Drive, but you may also ask the case lead or other team members if you are unsure. It is also wise to check in with job coaching clients prior to the shift during weather events (e.g. blizzard) to ensure the employer has not called the client off of work.

IHS Documentation
Job Coaching Documentation

Section 02: Scheduling & Clocking In/Out

Important Contact Info

Scheduling

  • email: scheduling@tlcofduluth.com

  • cell: (218) 343-8657 *Mon-Thurs 8:30a-2p

NonEmergency: (218) 216-0500

  • PICKING UP SHIFTS: Unless it puts you into overtime, you are welcome to pick up shifts by reviewing open shifts in Humanity (only lists open shifts for clients you have worked with), responding to direct fellow team member inquiries, or contacting Scheduling if you have extra pockets of time. 

  • RESCHEDULING / MAKING UP SHIFTS: If unavoidable conflicts come up, you are encouraged to reach out to your client(s) directly to ask whether they are open to adjusting the shift to a different time or day when they do not already receive supports. Send an email to Scheduling so admin amends the shift in Humanity. Adjustments ought to be rare and with ample notice (before the shift was scheduled to start).  If a permanent adjustment needs to occur, loop in both Scheduling and the Case Lead.

  • FINDING COVERAGE: If shifts cannot be amended or you will be gone for multiple days, you should seek out alternate coverage within the TLC team. You can reach out to Scheduling or the Case Lead to identify other TLC team members that may be good options or have previously worked with the client(s). Once coverage has been found or options have been exhausted, contact Scheduling by phone (218.343.8657) or email (scheduling@tlcofduluth.com).

  • RUNNING LATE: If you are running late,  be sure to notify the client.  If you will be significantly late (15+ minutes), notify the client and the NonEmergency Line (218.216.0500).

  • SICKNESS: If you will be unable to work due to illness, contact the 24x7 NonEmergency Line (218.216.0500) no less than six hours prior to the shift start. In that call, clearly identify the impacted client(s), scheduled shift start time, and the names of any individuals you have reached out to seeking shift coverage.

  • AVAILABILITY CHANGE: If your availability or overall capacity needs to change for a season, you must connect with scheduling at least 4 weeks prior.  You can use the Availability form link on the MITC home page to do this.

Section 03: Driving

REPORTING MILEAGE: TLC reimburses team members for any miles driven WITH a client during a scheduled shift.  Mileage is reported as part of documentation and should always be reported accurately.  

DRIVING INTENT: Transportation of clients is primarily intended to assist clients with achieving their goals and supports as outlined in their paperwork NOT to replace a cab/bus service or just "drive around".  

DRIVING MILEAGE LIMITS: We must be efficient when driving clients, so plans should be discussed with a client prior to departure.  For example, if going to a medical appointment, it would be efficient (assuming time allows) to also visit the food shelf or grocery store along the way if needed that week. You should remain under 20 miles roundtrip per shift. IF the roundtrip mileage maps out to more than 20 miles, you need to reach out to the case lead PRIOR TO the trip for pre-approval.  

NOTE: TLC only allows staff to driver TLC clients - no family or friends.

Section 04: Apps

TLC has a number of apps for its team members.  Let's look through a few to make sure you can access and understand how to use them.

  • HUMANITY: This app is solely for scheduling (NOT to clock in/out).

    • Do you know how to review your schedule? (Review this week and next week's schedules)

    • Talk about the possibility of picking up shifts - both with clients currently assigned which will show up on the Humanity dashboard as well as generally, which would need to be coordinated directly with Scheduling during regular business hours.

    • (Look at how to find shift location and review shift notes in Humanity)

  • MITC: This web-app is how TLC team members clock in/out

    • Do you know how to clock in & out? Assign the shift to your client? Amend an in/out time for review?

    • If you forget to clock in, do so as soon as you remember, then immediately amend the time in MITC as well as send a note to scheduling@tlcofduluth.com about the actual time the shift started.

    • If you forget to clock out, go into MITC and clock out when you remember, adjust the time in MITC, then send a note to scheduling@tlcofduluth.com.

  • GOOGLE DRIVE: (Show how to find and review client paperwork and reinforce that they should review client paperwork BEFORE ever working with a client)

  • DOCUMENTATION:

    • (Make sure they know how to get to IHS and Job Coaching documentation)

    • Let's walk through what documentation for today could look like. (Either do documentation together or talk them through what it could include if you are meeting prior to the shift)

Shadowing Assessment

During part of today's shift, after you've had some time to become acquainted with the client and observe me, I will have you take lead role for ~30 minutes so you can have a supported client experience.  Let's set one task or support you will attempt during that time. Don't be nervous - you can ask questions of me at any point during that brief observation.

Enhanced Shadowing Assessment Form