using both natural supports and systematic instruction
TRANSCRIPT
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Effective Job Coaching Supports:
Using Both Natural Supports and
Systematic Instruction
John Butterworth
Melanie Jordan
Institute for Community Inclusion / UMass Boston
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Changing Role of Job Coach
Total control
Expert
Trainer
Rule-maker
One customer
Setting structure
Empowering
Facilitator
Consultant
Interpreter
Many customers
Thriving on chaos
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From Coach...
Support
Professional
Individual
Family
Coworkers
Supervisor
Community
Members
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To Consultant...
Individual
Family
Coworkers
Supervisor
Community
Members
Support
Professional
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Which is more important for you
to do as a job coach?
• Train the new worker in their job duties?
OR…
• Facilitate natural supports and social
inclusion in the workplace?
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Finding the Balance
• Careful attention to both is needed for
employment success!
• The ability to blend good teaching with
the development of natural supports
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What are Natural Supports?
• Support that originates from within, rather
than from without, a workplace or
community system
• Support that is consistent with the culture of
the workplace or community system
• Support that is typically available and/or
perceived as usual
• Can occur automatically in the workplace, or
can be facilitated by job coach
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Internal
External
OrganizationalPersonal
Co-worker Mentor
Supervisor
EAP
Wellness Program
Company Parties
Family
Friends
Employment Specialist
Labor Union
Sources of Support
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Typical Workplace Supports
• Training & orientation
• Friendships
• Supervision & problem solving
• Advocacy / Human Resources / EAPs
• Transportation
• Social Events / Down Time
• Career Development / Advancement
• What else?
How do you find out what is available onsite?
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Natural Supports for $100…
For natural supports to occur, the job
coach should simply wait to see what
naturally happens, and then intervene?
True
False
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Natural Supports for $500…
“Natural Supports” and “Traditional Job
Coaching” are two entirely different
models of supported employment. You
can use one approach or the other but
not both at the same time.
True
False
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Natural Supports for $1000…
Natural Supports begin:
A. Once an individual has mastered the tasks of a job and is stable.
B. The first day a person starts a job.
C. When the job developer first meets an employer.
D. During the first encounter agency staff have with an individual.
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Natural Supports: Core Beliefs
• A natural feature of the workplace
• Each workplace has its own culture
• Social integration comes first
• External support has positive and
negative effects on the workplace
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Natural Supports for $5000…Natural Supports and social inclusion are important
because:
A. They reduce dependence on long-term job coach supports.
B. They increase the likelihood of long-term success.
C. People with disabilities will not be integrated and accepted into the culture without natural supports.
D. A fundamental goal of community employment for people with disabilities is expanding the ability of society to support & include people with disabilities.
E. All of the above.
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What is Systematic Training &
Instruction?• Analysis
- job analysis
- task analysis
- assess learning style
• Task Design
- task adaptations
• Direct Instruction
- providing assistance
- error correction
- reinforcement
- ongoing assessment
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Systematic Training & Instruction (cont.)
• Maintenance and Generalization
- fading assistance
- self-management strategies
- stabilizing employer turnover
- **facilitating natural supports**
** primary approach - don’t necessarily wait for
“maintenance” phase **
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Direct Instruction (prompts)
• Demonstration: showing how to perform task
• Verbal: telling how to do a task
• Gestures: pointing, motioning with your hands
• Physical Assistance: hand-on-hand approach
• Others: written symbols, instructions, audio tapes, physical adaptations, etc.
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Prompting allows you to:
4 Minimize errors
4 Minimize risks
4 Efficient learning and task performance
4 Control the task variables
Risks: staff as primary trainer
(There is no free lunch)
4 Not part of natural environment
4 Dependence on trainer
4 May be reinforcing
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Why Task Analysis
(breaking down task into steps)
• Basis for systematic training
• Consistent sequence of steps
• Allows multiple trainers
• Identifies natural cues
• Accurate assessment
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Developing a Task Analysis
1. ID the setting, materials & supplies
2. Observe task being performed
3. Perform the task
4. List action steps (must result in observable behavior & visible change)
5. Fine tune & match to learning style
6. Validate with supervisor (if not already involved)
7. Identify natural cues for each step
8. Consider efficiency & eliminate need for judgment
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The Magic Formulas!!
• Training
1. Know the task
2. Know the
environment
3. Know the person
• Natural Supports
1. Use what is there
2. Adapt what is there
3. Supplement what is
there
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Blending Training & Natural Supports
• Clear understanding of roles and
expectations by everyone
• Job design
• Job entry
- How is training arranged?
- Working with Coworkers and
Supervisors
• Working with the employee with
disabilities
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Employer’s Role
• Introductions, orientation & training
• Work assignments
• Policies and procedures
• Performance evals / firing
• Quality assurance
• Inclusion in company activities
• Job modification, accommodations & problem solving
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Job Design
Starts during job development process…
• Schedule
– Start/end times
– Breaks
– work gatherings, outings, recreational activities
• Target shared or similar positions
• Intersecting and overlapping tasks
• Shared tools and equipment
• Allow flexibility in job duties
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Catherine - Middle School
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Sample Facilitation Strategies:
Job Design
• Restructured Work Tasks
- Devised checklist, production graph and structured routine for employee
- Added answering phone to increase interaction
- Deliver instruments directly to staff members
- Added an additional mail run to work schedule
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Job Entry
How will you facilitate orientation, training and supervision?
How will you pitch your role?
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Job Entry
• Orientation and introductions
• Task assignment
• Training– Mentor relationships
– Training and support structure
• Social relationships– Workplace social routines
– Common interests
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Negotiating Job Entry
• How do you train and orient new employees?
• Who would be a good mentor?
• Who will give work assignments?
• We are available to offer support to the trainer, to assist with adaptations or modifications, or to assist with training. Use us as a resource.
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Ari - bank
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Stephen - Corporate Cafeteria
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Job Site �Intervention
Coworkers and Supervisors
• Learning style & communication
• Support for teaching job tasks
- Least intrusive prompting
- Effective techniques & reinforcers
• Specific instructional supports
- Task analysis, checklists,
accommodations, color-coded cues
• Consultation as needed
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Instructional Supports – Newton Dental
Waiting
Area
Treatment Treatment Treatment
Treatment Treatment Treatment
Prep
Table
Storage
Table
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Phil - Cablevision
Challenges
• Speed
• Complex calls
• Social interaction
(bumming food, …)
• Time to negotiate
building on breaks
How support an
intervention that
incorporates coworker
support?
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Coworker Supports: Phil
• Work station setup
• Daily quota review
• Adapted break schedule
• Stocking work
• Call assistance
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Work supports
• Encouraged servers to interact and share materials
when they roll silverware prior to restaurant opening
• Helped coworker design task checklist
• Asked coworker to direct to tasks.
• Devised method with supervisor to self check his work
before passing it on to next department
• Suggested to supervisor that he speak clearly, step by
step, and then have Michael repeat directions back
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Working with the Employee
• Workplace culture
- Gather info
- Learn about “unwritten” rules
• Requesting support
- Identify a “champion” or mentor
- Role playing, scripts, etc.
• Social interaction
- Make the coffee
- Circulate the birthday card
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Most common
workplace
interactions?
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Henderson & Argyle, 1985
Most Common Workplace Interactions
• Joking
• Teasing
• Helping with work
• Chatting casually
• Discussing work
• Having coffee or meals together
• Discussing personal life
• Asking for or giving personal advice
• Teaching a work task
Survey
Says
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Assessing Workplace Culture
• Social customs
• Social activities
• Space
• Company image
• Ownership and territory
• Eating and drinking
• Pace of work
• Cliques
• Ceremonies and celebrations
• Humor
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Christina - The Gap
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Steps for Making Connections
• Identify interests, gifts, & contributions
• Prospect for possible connections
– Where can interests be expressed?
– Who do I know in these places? Who can I ask?
– Identify opportunities for relationships
• Make introductions
– Locate a host to make introductions
• Continue to support the relationship
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Implications for Job Coaching
• Increase time spent on consultative intervention
• Facilitating natural supports requires proactive intervention
• Seek supportive workplace cultures
• Facilitate workplace relationships– Ensure access to social opportunities & social
areas
– Interdependent job design
• Maximize natural supports without assuming they will be sufficient
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Flexible resource allocation
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“The rehabilitation professional
must remember that while natural
supports is a pretty package, some
assembly is still required.”
- Cary Griffin
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Now you can add these strategies to
your job coaching “tool kit!”
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Wrap-Up
• Discussion & brainstorming
• Questions?
• Comments?
• Final thoughts?
• Thanks for participating!!