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Beyond the Filing Cabinet: Appreciating the Value of Consumer Service Records

presented by Shari Coatney, LouAnn Kibbee and Mary Reynolds, Southeast Kansas Independent Living Resource Center, on September 3, 2009

About the Presentation

Of all of a Center’s roles and responsibilities, consumer service records do not usually elicit much excitement, or even much attention. But it is important to realize the potential value of CSRs. Service records can be an effective tool in organizing a system to establish goals with consumers, keep track of individual and organizational achievements for you and your funders, and can be invaluable when assessing consumers’ needs for strategic planning. This training is designed to help participants learn how to accept and even learn to love Consumer Service Records!

Target Audience

• Newly hired staff that work directly with consumers
• Program managers
• More experienced frontline staff who would like a refresher

Learning Objectives

Upon completion of this webcast, participants will be able to:

• Describe the benefits of good consumer recordkeeping and reporting
• Identify tips and strategies for streamlining recordkeeping and reporting processes
• Explain how to establish rapport with consumers for more recordkeeping success
• Describe strategies for using good data for successful marketing and planning

About the Presenters

Shari Coatney serves as President/CEO of the Southeast Kansas Independent Living Resource Center, Inc. (SKIL), based in Parsons, KS. Throughout her fifteen year tenure in that position, Shari has served on the boards of the Statewide Independent Living Council of Kansas (SILCK) and the Kansas Association of Centers for Independent Living (KACIL), often holding positions of leadership. She continues to serve on many statewide working committees impacting policy decisions affecting Kansans with disabilities. Shari holds membership in the National Council on Independent Living (NCIL) and lives in Thayer, KS.

LouAnn Kibbee is the Independent Living Program Manager at the Hays office (SKIL of Western Kansas) of the Southeast Kansas Independent Living Resource Center, Inc. and has been active in the Independent Living Movement for the past 25 years. She holds a Bachelors of Psychology from Fort Hays State University and has many hours contributed toward a graduate degree in counseling. Her professional affiliations include serving as Vice President for the National Council on Independent Living, past chair of the Statewide Independent Living Council of Kansas, and a member of the Kansas Systems Transformation Grant. Mrs. Kibbee currently resides in Hays, KS.

Mary Reynolds is the Customer Records Manager at Southeast Kansas Independent Living Resource Center, Inc. (SKIL), based in Parsons, KS. She has been with SKIL for 14 years and focuses on records management, quality assurance and home and community-based services waivers. Mrs. Reynolds lives in Parsons, KS.

Presentation Slides, Transcript and Resources:

• Presentation Slides (PowerPoint file)
• Presentation Slides (HTML file)
• Transcript of the Web cast (MS Word file)

Go to Archived Web cast (use Real One Player)

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Presented by CIL-NET, a program of the IL NET national training and technical assistance project for Centers for Independent Living (CIL-NET) and Statewide Independent Living Councils (SILC-NET). The IL NET is operated by ILRU, Independent Living Research Utilization, in partnership with the National Council on Independent Living (NCIL) and the Association of Programs for Rural Independent Living (APRIL).

Index of archived webcasts