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TRANSCRIPT
Volume 3 Issue 1 December 2015/January 2016
Consumer experience (aka “customer satisfaction”) is something that we in the public health sector didn’t think much about in the last couple of decades. Even though consumer referrals were important to an organization’s overall success, the consumer’s “experience” had little to no effect on our overall financial well-‐being. With the shift in healthcare regulations, increased out-‐of-‐pocket expenses, and society’s current obsession with “convenience”; we’ve entered new territory. What factors do customers in the healthcare arena value? Surveys show that a facility’s cleanliness, nurses and doctors who successfully demonstrate empathy, access to information, and overall health outcomes are strong indicators of consumer satisfaction. A recent article entitled “What It Takes to Deliver Breakthrough Customer Experiences” by Xavier Lhuer, Tunde Olanrewaju, and Hyo Yeon offers seven steps to help organizations set themselves apart from their competitors. (1) Shift efforts from measuring consumers’ behavior to actually spending time with them in order to understand them. This should be a continual process of “live testing” of consumers’ experiences and then incorporating their feedback into the design of your programs and procedures. (2) Focus less on “designing the user interface” and more on designing consumers’ total experience. Yes, the physical attractiveness of the business is important; but equally important are things like how welcoming your staff are upon consumers’ arrival and how easy it is for them to navigate your processes. (3) Modify your strategy from addressing issues in the customer journey to completely reevaluating the customer experience. Sometimes it’s better to “start over” than to spend lots of time, money, and resources in
improving what’s already in place. The important thing is to keep the focus on what your consumers need. (4) Be open to shifting your attention from working “around” the rules to rewriting them! In healthcare, some regulations are non-‐negotiable; but aim to make your processes as efficient and consumer-‐friendly as possible. (5) Instead of honing in on technology improvements, focus more efforts on operational and strategic planning to bring your entire organization on board in providing quality consumer-‐focused services. (6) Never think you “have arrived.” Change your mindset from producing one perfect final product to becoming a fluid, living process in which your programs continue to be modified to best suit the needs of your consumers. Make continuous quality improvement a way of life. (7) Rely less on the guidance of leaders and more on the spontaneous collaboration of the whole organization. Staff should not feel that they have to sit around to wait on leadership to give directives but instead, at all levels of the organization, be empowered to offer their input for consideration. As a part of this organization, put your best foot forward and simply treat others the way you want to be treated!
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From the Director’s Chair by Denise S. Forbes
As we close one year and enter the next, it’s not unusual to stop and reflect back on the year we’ve just had and to ponder about what lies ahead of us in the months to come. Many of us will even make New Year’s resolutions to lose weight, eat better, exercise more, etc. It’s likely we’ll think about ways to be more effective and efficient with our time. Time is the great equalizer. None of us regardless of station in life has any more or less time 24 hours in a day. As we enter this new year, let us aim to use it well. You may have heard this saying that ……….. To realize the value of a sister/brother Ask someone who doesn't have one. To realize the value of ten years: Ask a newly divorced couple. To realize the value of four years: Ask a graduate. To realize the value of one year: Ask a student who has failed a final exam. To realize the value of nine months: Ask a mother who gave birth to a stillborn. To realize the value of one month: Ask a mother who has given birth to a premature baby. To realize the value of one week: Ask an editor of a weekly newspaper. To realize the value of one minute, Ask a person who has missed the train, bus, or plane. To realize the value of one-‐second: Ask a person who has survived an accident. To realize the value of one millisecond: Ask the person who has won a silver medal in the Olympics. Time waits for no one. Treasure every moment you have.
Treasure it even more by sharing it with someone special. To realize the value of a friend: Lose one.
CSB Connection
Congratulations to Valerie Dunn, Employee of the Month for January! Valerie has worked at the CSB for a number of years, previously in C&A and most recently with ICM. She is a wonderful team player; has a passion for helping others (both consumers and co-‐workers); and is very resourceful, positive, and productive.
The Emerald City Express has been keeping the tracks hot over the last few months bringing new employees to the CSB of Middle Georgia as well as taking others on to the next leg of their journey. Everyone, please give a warm welcome to these employees who have come into our fold over the last few months: Dr. Mary McCormick, Dr. Charles McCormick, Natonga Wesley, Barbara Johnson, Amanda Lampkin, Dr. Robert Shuman, Tiffany Deason, Maurie Upshaw, Monica Walker, Ginger Morris, Melissa Jenkins, Sarnea Harvard, Angela Shedlowski, Dr. Ed Lauterbach, Sherrill Wesley, Clint Hagans, Dianna Hartley, Sherry Horne, Maquita Green, Shaneese Height, Sonya Hill, Carla Wright-‐Johnson, Amber Snead, Stephanie Roberson, Pamela Williams, Tyler Smith, Taura Mitchell, Linda Graham, Valerie Lawson, Katherine Sharpe, Kimberly Reuter, Jessica Land, Reneshi Dixon, Sherica Bell, Catrinda Parks, Alfreida
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Mercer, Demetrice Holsendorff, Anya Williams, Teresa Mack, Dianna Hartley, Debra Claxton, Sequanna Johnson, Jasmine Davis, Calvin Flanders, Patricia Williams, Tiffany Cray, Karronda Brown, Tanika Humbert, Vicki Dykes, Briana Johnson, Brandi Logue, Krisoula Taylor, Shenice Betha, Tonia Spaulding, Rachel Fuller, Brittany NeSmith, and Tri Joiner. Farewell and best wishes to: Cheryl Gundy, Montina Smith, Rosheda Darrisaw, Virgina Baker, Annie Noble, Otis Mincey, Dean Selph, Calandra Anderson, Susan Mitchell, Shelia Batten, Jennifer Robinson, Bertha Jones, Saneika Thomas, Dorothy Pierce, Kevin Harvard, Jalecia Brown, Ashley Acree, Katherine Powell, Lawanda O’neal, Denise Baskins, and Kellie Wilcher. _______________________________________________
Mr. Alvin Moorman cooked breakfast for the I/DD janitorial crew recently. He “just wanted to do something nice for them.” Thanks for your positive attitude and compassion!
CSB Chatter
We are excited to announce that Emerald City Helping Others, Inc. (ECHO, Inc.) has now been granted 501(c)3 status with the IRS! ECHO, Inc. is a non-‐profit organization that is meant to “echo” the efforts of programming of the CSB of Middle Georgia. Having this 501(c)3 status will enable the organization to compete for grants and gain access to other funding sources offered only to those organizations with that designation. Thanks to Jennifer Woodall for her efforts in helping us to reach this milestone!
The second annual masquerade gala to raise funds for the Suicide Prevention Coalition of Dublin-‐Laurens was a huge success!
Willie Paulk, retired president of the Dublin-‐Laurens County Chamber of Commerce and long-‐time member of the Suicide Prevention Coalition of Dublin-‐Laurens, was the honoree of the evening. You can see an interview with her and learn more about this event on YouTube at the following link: https://www.youtube.com/watch?v=ZC-‐GsF4UdeY&feature=youtu.be .
In addition to raising funds and honoring Mrs. Paulk, the event offered music by the 8-‐Track Flashback Band, dancing, a delicious buffet meal, prizes, and photo opportunities at the beautifully decorated Dublin Country Club!
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Step One Recovery Center had a week of fun dress-‐up days, activities, and great groups and stories during their first annual Recovery Week December 7th-‐11th!
Twin Day
Red Day
Nerd Day
Decade Day
January 18, 2016
On this day of remembrance, we reflect on the legacy of Martin Luther King, Jr. through a national day of service across the country. A few interesting facts… His name was originally Michael, not Martin. His father was also Michael King, hence why Martin Luther King, Jr. was originally named Michael King, Jr. However, after a trip to Germany in 1931, Michael King, Sr. changed his own name in homage to historic German theologian Martin Luther.
King skipped two grades in high school, 9th and 11th, and entered college (Morehouse College) at the tender age of 15 in 1944. By 19, he received a bachelor’s degree in sociology.
Although King today is often remembered as being an amazing public speaker, he got a C in public speaking during his first year at seminary. At the end of seminary, King was making straight A’s and was his school’s Valedictorian.
King is to date the youngest male to win a Nobel Peace Prize, winning it in 1964 at the age of 35 (at the time he was the youngest overall for the Peace Prize).
His mother, Alberta Williams King, was also murdered.
There are only two other people in American history that have a national holiday in their honor, George Washington and Christopher Columbus. As such, Martin Luther King, Jr. is the only native-‐born United States citizen to have a national holiday in his honor. While Washington was born in Virginia, obviously the United States did not yet exist.
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From 1957 until his death in 1968, King gave over 2,500 speeches; he traveled more than 6 million miles; and he wrote five books and countless articles published in newspapers and magazines.
And maybe the most interesting of all… Dr. King gave his first public speech as part of an Elk’s Club Oratorical Competition at First AB Church in Dublin, GA! _______________________________________________
The Department of Behavioral Health and Developmental Disabilities, Office of Medicaid & Health System Innovation has initiated Youth Certified Peer Specialist (CPS-‐Y) training. This five-‐day training event is intended for enrollees who meet the lived experience expectations outlined below. • Must be 18-‐26 years of age; • Have a diagnosis of mental illness, substance use
disorder, or a dual diagnosis; and a strong desire to identify themselves as a person living with a mental illness or substance use diagnosis (current or former person receiving behavioral health services);
• Be able to advocate for themselves; • Have a high school diploma or GED; • Be able/willing to actively seek and manage their own
appropriate care; and • Be able to share their own personal story in a safe
and appropriate way. The CSB of Middle Georgia sent three individuals to this event last month! Our representatives were Allie Lauber, Lindsey Price, and Kendrick Stanley. There are some additional people “in the wings” working on completing their GED that we hope will be able to attend the training the next time it is offered. Congratulations to all of you! We are so proud of your accomplishments so far and expect great things to come!
Day Services Peer Support, PSR, and CST consumers and staff (Monica Walker, Whitney Pettis, and Barbara Ford) had a great day when they recently participated in Mental Health Day at the Capitol on January 20, 2016.
DON’T MI$$ OUT!
Primary care medical, dental, and mental/behavioral health clinicians can get up to $50,000 to repay their health profession student loans in exchange for a two-‐year commitment to work at an approved NHSC site in a high-‐need, underserved area. THE CSB OF MIDDLE GEORGIA IS AN APPROVED NHSC SITE! The payment is free from federal income tax and is made at the beginning of service so you can more quickly pay down your loans. Licensed providers (e.g., LCSW, PNS, MFT, LPC) may apply to the NHSC Loan Repayment Program. Those approved can fulfill a 2-‐year commitment at that site with the option to continue your service and receive additional loan repayment! **APPLICATION DEADLINE FOR THIS PROGRAM IS
April 5 7:30 p.m., 2016**
If you are interested in applying for this program, please contact Jennifer Woodall at ex.t 1215 or Emily Slaughter ext. 1147.
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Ashton Smith Maritza O’neal
Barbara Ford Latoshia Tharpe
Tina Newsome
SUPER BOWL 2016 FUN DAY!
Tina Newsome from Building 4 was the winner! Be sure to plan on participating in next month’s St. Patrick’s Costume Contest!
It’s always nice to hear “good stuff” through the grapevine! We love hearing from staff who are happy to be a part of the CSB family! Heard recently from Sherlissa Taylor: “My happiness comes from within and this environment has a lot to do with my overall joyfulness. I am employed at a place where I love my job and have a real passion for it and I have all of the hope in the world to excel in this agency and most of all, show everyone just what Sherlissa is capable of!”
Peyton Tuthill Foundation Hearts of Hope Scholarships
• For eligibility, applicants must have completed one year of grief counseling through a counseling center, hospice, grief support group, faith-‐based program or other nationally recognized services.
• You must be a citizen of the United States • You must fully complete the scholarship application • You must be either a high school senior about to
enter his or her first year of college or an undergraduate student enrolled in an Approved University. "Approved University" means a licensed public or private college or university, community college, junior college or acceptable vocational school located in the United States
• Your grade point average for the last twelve months of your education must be at least a 2.5 on a 4.0 scale. Any Applicant who has previously received a scholarship from the Foundation must have maintained at least a 2.5 grade point average for such period.
• Someone in the Applicant’s Immediate Family must have been the victim of a homicide which occurred at least 18 months prior to the submission of the Application. The term "Immediate Family" means the Applicant’s spouse, father, mother, siblings or step father, step mother or step siblings.
• You must have undergone grief counseling and/or therapy to help you deal with your grief, loss, anger and/or post traumatic stress caused by the homicide.
For more information, go to http://www.peytontuthill.org/Scholarships.html
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Here is the final turkey from Dublin High School's Sources of Strength 2015 Thanksgiving Project!
For those who may not know, Adult Mental Health Day Treatment (located at Independence House/Building 2) offers two programs: Psychosocial Rehabilitation & Peer Support. These programs are geared towards promotion of socialization skills, communication skills, job readiness skills, and health/wellness skills among others. One way to help teach and implement the job-‐training skills is by providing on-‐site training for the clients we serve. Do you have days where there just aren’t enough hours to run all your errands after work? Well, if getting your car washed and detailed is one of those errands that get neglected from time to time; you are in luck! Independence House is proud to announce the grand opening of “MIND OVER MATTER CARWASH AND DETAIL.” What other company offers the perks for a full-‐service carwash during work hours, accommodation for pick-‐up and drop-‐off by trusted staff, and a reasonably set price of $10 inside and out? Between the hours of 9am-‐1pm, you can get your car cleaned (inside and out). Yes, you read that
right…only $10 for inside and outside. Our work speaks for itself. If you don’t have time to bring your vehicle to building 2, then give Cheryl Gundy a call to arrange pick-‐up and drop-‐off at your building location. You can also email to schedule your appointment today to have your vehicle cleaned. Don’t neglect the agency vehicles, either; give Alvin a call to schedule that appointment. If it matters to you, we don’t mind because we will make your car shine. Thanks for your support from the friendly staff at Mind over Matter Carwash and Detail. Contact Information: Cheryl Gundy 478-‐275-‐6811 ext. 1305 [email protected] Alvin Moorman 478-‐272-‐1190 ext. 1142 478-‐484-‐8467-‐Work Cell [email protected]
April 29th, 30th, & May 1, 2016
Camp SOS, a family camp for families who have lost a loved one to suicide, is for anyone who is 6 to 96. All members of your family are welcome, and whatever family looks like to you. Each cabin is made up of three areas that are partitioned off with a collapsible door. Each family gets their own section of a cabin that has either 4 or 5 "single camp mattress" beds, with a bathroom, shower, and sink for each family. The camp is created with a specific program that starts on Friday and ends Sunday morning. Survivor families and the care team get to know each other on Friday night and the consistency of everyone being there from start to finish is a key part of healing. Camp goes on rain or shine. A lot of our healing activities are done indoors, and we have figured out how to move everything inside if it rains. We will still have an awesome camp! Registration information can be found at http://www.campsos.com/#!registration-‐process/c9vn.