- Abuse
The intentional infliction of injury, unreasonable confinement, intimidation, or punishment aimed at another, with resulting physical harm, pain, or mental anguish
- Active Listening
A technique used to become fully involved in the communication process in which the listener works to understand the message, feeling, and meaning of the other person communicating
- Advocacy
To advocate means to speak, write, or act in support of something
- Body Language
An informal way to communicate without saying any words such as facial expressions or the pace of our speech
- Burnout
A state of emotional, physical, and mental exhaustion caused by high levels of stress that lasts for a long time
- CMS
Centers for Medicare & Medicaid Services, or the federal agency that administers the Medicare and Medicaid programs
- Competencies
The identified skills and behaviors that direct service workers need to demonstrate on the job at a specific level of performance in order to meet job expectations
- Context
The situation within which something happens and that can help explain it
- Direct Service Worker (DSW)
A person who assists people with disabilities by helping with necessary tasks to keep people healthy and engaged in their communities
- Discriminatory
Unfair treatment of someone based on a person's characteristics or traits (e.g., race, age, sex, religion, disability)
- Documentation
Providing a written or electronic record of an action, event, item, issue, or thought that is important or meaningful
- Employment-Related Taxes
Taxes related to employment, which include federal and state income taxes, unemployment and worker’s compensation, and Social Security and Medicare taxes
- Ethical Practice
Following values and principles, also known as codes of ethics, when performing duties or making decisions
- Exit Interview
Much like an interview to get a job, an interview with the DSW who is quitting to find out what they liked and didn’t like about the job and why they are leaving the job
- Feedback
A respectful and supportive exchange or discussion about work performance between a frontline supervisor and direct service worker, which includes direct and clear communication about how the employee is meeting or not meeting expectations
- Financial Exploitation
Using a person's money or property without permission or in a fraudulent manner
- Financial Managment Services (FMS) or Fiscal/Employer Agent (F/EA)
Services that help you manage your budget funds, handle payroll and payroll taxes, and pay vendors for approved goods and services
- Fraud
Purposely lying or deceiving someone to illegally get something (e.g., lying on a timesheet is fraud because the employee is getting pay they didn’t earn)
- Individualized Budget
A budget set for a person using self-directed supports to purchase eligible goods and services
- IRS Form W-4 Employee’s Withholding Certification
An Internal Revenue Service form that an employee completes so their employer can withhold the correct federal income tax from their pay
- Job Analysis
Breaking down a job into all of its parts to understand what tasks a worker needs to do
- Job Description
A written statement detailing the duties of a particular job title
- Meditation
A practice where an individual focuses their mind on a particular object, thought, or activity to train their attention and awareness and promote mental clarity and emotional calmness
- Mindfulness
A term used to describe living in the moment rather than focusing on the past or the future
- Neglect
The failure to provide goods or care that are needed for a person's physical or mental health to the extent that his or her well-being is impaired or threatened
- Nonverbal Communication
Using body language to communicate rather than spoken words (e.g., eye contact, facial expressions, gestures)
- Orientation (Employment-Related)
Planned introduction of a new employee to the job and employer in order to gain employee commitment, reduce his or her anxiety, help him or her understand the employer's expectations, and convey what he or she can expect from the job and the employer
- Professionalism
The level of competence that is expected of a professional in the workplace
- Rapport
A positive or close relationship between people that often involves mutual trust, understanding, and attention
- Realistic Job Preview
A strategy that allows people interviewing for a job to learn what their job duties will be and to get a sense of the rewards and challenges of the job
- Recognition
A strategy for acknowledging DSWs and other employees for a job well done, for special accomplishments, for years of service, for sharing creative ideas, and for completing other notable activities
- Recruitment
A positive process of searching for prospective employees and encouraging them to apply for the job(s) you hope to fill
- Reference
A letter from a person who can speak to the applicant's skills
- Reflective Listening
Understanding both what a person says and what a person feels, and then relaying this back to him or her in your own words
- Resiliency
The ability to deal with stress and bounce back from difficult life events
- Resiliency Factors
Internal and external characteristics that help protect us from the impact of chronic stress, such as social support, a sense of purpose, confidence, and flexibility
- Respite Care
Planned or emergency temporary care or support that gives caregivers a break
- Resume
A written compilation of your education, work experience, credentials, and accomplishments
- Retention
An effort to maintain a working environment that supports current staff to continue in their job
- Service Plan
Written plan describing the assessed supports and services needed to meet the needs of a person using self-directed supports
- Support Group
A group of people who are having similar experiences who meet regularly to discuss how they are feeling and to support each other
- Termination
The final step in the employee discipline process in which the employee no longer works for the employer
- Unemployment Insurance
A type of state-provided insurance that pays people when they lose their job under certain circumstances (e.g., getting laid off)
- Visualization
A relaxation technique where you form mental images to take a visual journey to a peaceful, calming place or situation
- Workers’ Compensation Insurance
Insurance that replaces a worker’s pay and medical benefits if they are hurt on the job