Tutorials

TEXT OF PRESENTATION IN VIDEO:

HIRING & MANAGING PCA’S:

Preparing for the Challenge

Introduction

• Get savvy about all aspects of employing PCA’s.
• Learn strategies for canvassing; screening; Interviewing & Managing PCA’s
• Explore conflict resolution methods

Agenda

• LICIL’s CDPAP—A Quick Review
• Finding candidates for the job
• Screening responses
• Conducting interviews
• References & Background Checks
• Steps to take once you’ve made your selection
• Agenda (Continued)
• Signing-up PCA’s with CDPAP
• The Contract:  Defining roles and needs
• Training
• Honing your management skills
• Avoiding difficulties
• Resolving problems
• The task of firing a PCA

Overview

• Attention to detail will go a long way to developing effective and lasting working relationships with PCA’s. 
• Get comfortable with the various aspects of your role as employer
• Finding Candidates for the Job
• Consult with friends who work with PCA’s.
• Place ads in local papers, including disability publications like Able Newspaper and those targeted to specific audiences, ie; ethnic groups.
• Place flyers on bulletin boards in local churches; colleges/universities; & libraries

Screening Responses

• Take initial clues from phone calls received.  GO WITH YOUR GUT!
• Avoid setting-up interviews with persons who make a negative impression on the phone.
• Arrange interviews with those who sound enthusiastic and demonstrate an understanding of job requirements.

The Interview

• Hold the interview in a location where you are comfortable.
• Ask a friend to sit-in on the interview.
• Have a set of detailed questions prepared.
• Look for signals that indicate whether the applicant is a good match for the position.
• Ask the candidate to explain their understanding of the job and its requirements.
• Underscore any critical points, ie; house rules and unusual scheduling issues. 
• Confirm facts about your daily routine & expectations of the applicant.
• Explain that you will conduct a thorough reference & background check.
• Discuss issues including required hours; pay; benefits; etc…
• Provide the opportunity for applicant to ask questions and let them know when you anticipate making a final decision.
• Reference & Background Checks – “The Devil is in the Details”
• Information from sources like professional & personal references and law enforcement agencies are critical to ensuring that the person(s) working with you in your home are trustworthy.
• You cannot afford to take applicants at their word.  Your safety and peace-of-mind could be at stake if you fail to check references and background data.

Conducting Effective Reference Checks

• Avoid applicants who cannot provide references.
• Contact ALL references provided by the applicant.
• Identify yourself and the reason for your call
• Keep a record of those you spoke with and their remarks.
• Confirm the reference’s relationship to the applicant.
• Ask how long they have known the applicant.
• Address issues ie; work ethic and honesty.

You’ve Made Your Choice!  Now What?

• It’s time to get your PCA(s) and backup staff registered with LICIL’s CDPAP program.
• Several important steps must be taken in order to allow the process to go smoothly.

Back-up Coverage—An Absolute Must!

• Since CDPAP affords you control over who works for you, you, in turn, are expected to arrange for back-up coverage in case your regular PCA is ill or on vacation.  REMEMBER:  LICIL is not responsible for providing back-up PCA’s.

Therefore, in order to sign-up for the program, you must register a DSS-Assigned number of back-up PCA’s.  (This number is determined by the hours of service your are deemed eligible for by DSS.)

The Contract – Defining Roles & Needs

• The CDPAP Contract is the document that identifies clearly the responsibilities & expectations of both consumer & PCA.
• It can be revised according to the needs of the consumer.

Training Your PCA

• Unlike traditional home care agencies, CDPAP empowers you – the consumer– to provide any necessary training of PCA(s).
• You know your needs better than anyone else, and therefore, are the person who should guide your PCA on issues of your care.
• Be clear from the outset and allow the PCA to ask questions in order to avoid problems later.
• Re-training may be necessary at some point, particularly if your needs change or a PCA could benefit from a refresher session.

Managing Your PCA:
The Art of Diplomacy

• A good manager is an effective communicator.
• Help your PCA’s to feel that you are always approachable if they have a question or concern
• Make your expectations clear…
  …But remember to be fair.  The best consumer-PCA relationships are built on mutual respect and the ability to consider issues from the other’s point of view.
• Avoid asking your PCA to perform tasks not included in your contract agreement.

Steering Clear of Potential Problems

• Be clear from the outset.
• Always Communicate.
• Stick to the Contract.
• Be fair & Flexible.
• Don’t Manipulate.
• Address problems when they occur.

Conflict Resolution Tips

• Address concerns in a calm and professional manner.
• Avoid accusations whenever possible.
• LISTEN
• Remain open to what the other person has to say.
• Explain where you are coming from without losing your temper.
• Suggest reasonable solutions.
• Arrange for an objective person to act as mediator if you cannot resolve the issue on your own.

The Decision to Fire A PCA: A Choice to be Made Carefully

• Don’t jump the gun.  Good help is hard to find.
• Try every possible means to address & resolve problems BEFORE they escalate
• Be certain that your choice is based on fact rather than emotion.

BUT…..

• Never feel that you must continue working with a PCA who is physically or emotionally abusive.

The Take-Away

• The opportunity to hire PCA’s and maintain control over who works with you is a spectacular opportunity.
• Finding the right PCA(s) won’t always be easy, but it is worth the “legwork” you must put into it.
• Utilize resources.
• Go with your gut.
• Conduct reference & background checks.
• Learn effective management skills.
• Stick to the contract & make boundaries clear from the outset.
• Have back-up PCA’s selected at your initial sign-up with CDPAP.
• Communication and willingness to address problems immediately can preserve a cooperative & successful consumer/PCA working relationship that will last.
• Make careful and thoughtful choices.
• Never remain in an abusive situation.
• Contact LICIL for guidance when you need it.

Suggested Reading

• Caregivers and Personal Attendants: How to Find, Hire and Manage the People Who Help You.  By Alfred H. DeGraff
• Avoiding Attendants from Hell: A Practical Guide to Finding, Hiring & Keeping Personal Care Attendants. (2nd edition) By June Price