Recruiting, Selecting, and Retaining Direct Service Workers to Provide Self-Directed HCBS

Lesson Review

1. Listen

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A DSW and a person standing outside. Each person has one arm around the shoulder of the other person. They are both smiling.

2. Read

In this lesson you learned about:

  • The importance of good communication for DSW performance and retention
  • Tips for good communication with your DSW
  • The importance of listening for good communication
  • The role of body language in communication
  • Steps for resolving conflicts

3. Scenario

Roberta has noticed that her DSW does not always put things back after she uses them and sometimes doesn't finish her work before she leaves.  For example, sometimes the dishes or laundry are not done.  Roberta is concerned because having a clean house is important to her.  This is also one of the primary duties of her DSW.  When things are left undone, Roberta either has to wait until the next time a DSW works or has to ask family to come and help.  Roberta doesn't like conflict and is worried her DSW will get angry if Roberta complains.  What would you tell Roberta to do?

What would you do?
An elderly Black woman. She is wearing glasses, a white t-shirt, and smiling.

Roberta has a conversation with her DSW, Georgia.  Roberta explains that when things aren't finished, it makes her feel anxious.  She likes her house to be clean and her things to be put back where they belong.  Roberta doesn't want to ask her children to come and take care of things.  Georgia explains that sometimes she doesn't have time to finish everything, especially if they run errands.  After discussing options of how to handle the situation,  Roberta and Georgia agree that they will try making a schedule of errands, appointments, and household tasks to better coordinate Georgia's time to see if that helps.  They will try it for a few weeks.  Roberta is relieved.  The conversation was much easier than she thought it would be!