Members of the healthcare team will learn more about the various points of entry into the PA PA CareerLink® system, and will discuss care management strategies to effectively access available services. In addition, the session will provide education on the roles of support networks and partners in improving service delivery and information on resources that facilitate effective communication and collaboration. Additional resources and services to create a comprehensive support system for individuals in recovery will also be shared.

Agenda:

1. Introduction
2. Background
3. Linking Clients to Services and Resources
   1. Warm handoffs, direct referrals, and follow-up strategies to ensure clients engage with appropriate services and resources.
   2. The crucial role of case managers and care managers
      1. Tracking referrals
      2. Troubleshooting barriers
      3. Advocating for client needs.
   3. The importance of an individualized, client-centered process using motivational interviewing techniques to adapt to client needs.
4. Comprehensive Navigation Strategies
   1. Step-by-step navigation approaches, including eligibility verification and enrollment processes, to guide clients through available services.
   2. Effective utilization of Career Link 
      1. Job training
      2. Resume support
      3. Workforce development programs.
   3. Identify tools and techniques that simplify service navigation for clients.
      1. Online databases
      2. Resource directories,
      3. Case management software
5. Client-Centered Customer Service Strategies
   1. Customer service strategies  tailored to employment service users.
      1. Active listening
      2. Clear communication
      3. De-escalation techniques
   2. Structured follow-ups
      1. Goal setting with clients
      2. Tracking client progress to enhance client satisfaction and service outcomes.
   3. Share actionable examples of how using client-preferred language, validating experiences, and providing reassurance improves service delivery.
6. Collaboration, Partnerships, and Best Practices
   1. Analyze the role of partnerships in enhancing client services
      1. Community providers
      2. Employers
      3. Social service agencies
   2. Best practices to foster effective collaboration.
      1. Case conferencing
      2. Shared electronic records
      3. Inter-agency referral agreements
7. Real World Scenarios
   1. Video examples featuring client and care manager experiences to identify key opportunities for improving engagement and optimizing outcomes.