Promising Practices Ensuring Clients

1
Promising Practices Ensuring Clients
Retention of Information

• 
  Presenters
• Lynde Yasui-
  Toronto
• Joseph Oywak-
  Kitchener
• Pradeep Navaratna-
  Hamilton
• Ahmed Mohammed-
  Hamilton

2
Memory

• Working Memory (Short term) Long Term Memory
• Three process involved in memory
• Encoding, Storage and Retrieval or Register,
  Retain and Recall information

3
Retention

• Retention is the proportion of learned
  information that is retained or rememberedthe
  flip side of forgetting
• Our aim is to increase retention and decrease
  forgetting

4
Teaching tools and retention

• Adults remember about
• 20 of what they hear. 30 of what they hear
  and see. 50 of what they hear, see and write.
  70 of what they hear, see, write and practice.
  95 of what they hear, see, write, practice
• and teach. 

5
Why people forget

• Interference of new information with old
  information
• Decay of unused information
• Long retention intervals
• Humans forget a lot at first but over time the
  rate of forgetting decreases

6
Why people forget- cont.

• Interference
• Interference theory -- People forget information
  because of interference from other learned
  information
• Two types of interference retroactive and
  proactive
• Retroactive interference happens when newly
  learned information makes people forget old
  information
• Proactive interference happens when old
  information makes people forget newly learned
  information

7
PTSD and Learning abilities

• Some of the symptoms of Post Traumatic Stress
  Disorder
• - Memory loss
• - Lack of concentration
• - Distrust of strangers
• - Fear of groups
• - Fear of authority figures
• - Anxiety
• - Depression

8
Resettlement Experience and Learning Abilities

• Fatigue
• Culture shock
• Anxiety
• Stress
• Confusion
• Jetlag ( day/night biological clock)
• Dependency on staff

9
Methods to Improve Retention

• Relate..
• Visualize Practical
• Refresh and Practice
• Teach others

10
From Theory to Practice

• Based on above theories, we increase clients
  information retention by
• Providing a cordial, safe and a relaxed learning
  environment
• Not overloading information
• Building on their current knowledge

11
Retention of InformationBest Practices

• Joseph Oywak
• Orientation Coordinator
• K-W Reception Centre
• Kitchener, Ontario

12

• I hear I forget
• I see I remember
• I do I understand

13
Preparation

• Study clients assessment
• Share experience with co- workers
• Interact with clients in the house
• If I had eight hours to chop down a tree Id
  spend six sharpening my axe
• Lincoln

14
Tailor Orientation According to Clients Need
15
Master Resource List

• Avoid handing out too many papers to
• clients
• All important information on one page
• Use different colors (highlighter) to underline
  or circle

16

• Marking specific sites on the map attached to
  resource list
• Encouraging clients to write own remarks in their
  language to personalize it

17
Use of Power Point
18
Power Point Presentation

• One slide, one idea
• Simple words and short sentences
• Use only a few hundred words
• Make sure that visual ideas are clear

19

• Presenting photos of actual community landmarks
  that clients will access

20
Involving Life Skill Workers and Peer Health
Worker

• Homelike dwelling at Reception Centre allows for
  lots of hands on sessions
• Interacting with clients in home environment

21

• Involving volunteers to accompany clients by bus
  to the key locations

22
Motivation

• Establish the trust at the beginning
• I remember when I came to Canada
• Relate to clients with your own experience
• See things from their point of view
• Monitor their emotional reaction all the time
• Be enthusiastic

23
Information

• Focus only on essential information
• It is not possible to remember too much
  information at once
• Absorb feedback from client periodically
• Repeat points several times in different ways
• Involve them to repeat some key information

24
Complicated vocabulary

• Avoid using complicated vocabulary
• Example
• The landlord will take legal action against you
  if you break the lease

25

• Thank you!
• When I go and do,
• I will understand
• Joseph Oywak

26
Best PracticesBy Lynde YasuiCOSTI Reception
CentreToronto, Ontario
27
Designing the Orientation Session

• RAP Orientation Delivery Model is flexible
• Ongoing Client Assessment/Client Feedback

28
Designing the Orientation Session

• Focus on outcome build sequence of information
• Creation of compatible new tools

29
Additional Support Tools

• Burmese Karen/Sgaw

30
Additional Support Tools

• Iranian/ Azari-Turkish

31
Additional Support Tools

• IFH OHIP

32
Additional Support Tools

• Powerpoint Presentation

33
Additional Support Tools

• Photos from Powerpoint Presentation

34
Additional Support Tools

• Organizer

35
Additional Support Tools

• Organizer

36
Checking Retention of Information

• Case Scenarios (e.g. You are given an
  appointment to see a dentist. What documents do
  you take with you?
• Quizzes

37
Reinforcing Information

• Key point Review
• On-site orientations (e.g. housing)
• hands-on experience (e.g. visits to the
  pharmacy)
• Linkage to follow-up services while at COSTI
  (e.g. Life skills, ISAP)

38
Resettlement Assistance Program Ahmed Mohammed
Hamilton, Ontario
39
1- Entry Transitional Period

• Minimum of three days
• Introduction of the staff
• Safety orientation and responding to emergency
  health situations
• Life skills Room management and neighborhood
  tour
• Handout agenda and plan
• Welcome circle and CMHOP

40

• Entry and Exit Transitional Periods

RAP Basic Orientations Hotel
Refugee camp
Permanent Home In Hamilton
RAP Basic Orientations
Entry
Exit
41
2- measured and comprehensive orientation

• Give clients enough time to understand what
  theyre learning and to think about asking or
  answering questions.
• Limit the day to a max of 4 hours of in-class
  orientations
• Repeat directions, step by step, and then have
  clients repeat them and demonstrate that, they
  know what to do.

42
3- Client teaching clients

• Let clients know that one of them will teach
  tomorrow.
• Have one client to teach others about one thing
  they have learned the day before.
• Have interpretation to English
• Let other clients ask questions and evaluate the
  teacher
• Reward the teacher

43
4- On-site orientation

• Provide clients with on-site orientations as
  often as possible
• Housing orientation
• Life Skills training

44
5-Exit Transitional Period

• Secure the house and order furniture as soon as
  possible.
• Have clients receive the furniture, and provide
  in-house Life Skills training, apartment and
  building management.
• Return clients to the hotel for continuing
  orientations.
• Clients visit their house everyday until they
  finish the shopping before they move in.

45
6- Follow-up orientation

• Provide this orientation every three month for
  those who arrived 2-3 moths before.
• Review most important part of the RAP Basic
  Orientation Package.
• Ask and answer questions
• Have clients to exchange experiences and
  knowledge.
• Ask clients to fill-out RAP services evaluation
  form.

46
Prepared By
Resettlement Assistance Program
Lynde Yasui- Toronto
Joseph Oywak- Kitchener
Pradeep Navaratna- Hamilton
Ahmed Mohammed- Hamilton Vancouver, BC
Feb. 22, 2007