Q&A
Staff training on extenuating circumstances reviews
2:22:45
·
123 sec
Officials explain the training process for staff conducting extenuating circumstances reviews. They describe the use of a standardized slide deck and system for interviewing guests, as well as the supervision and review process for decisions.
- Staff are trained using a standardized slide deck and scripted questions
- Interviews are conducted using a system called 'host' with interpreters present
- Decisions are reviewed by supervisors, adding an extra layer of oversight
Alexa Avilés
2:22:45
Thank you.
2:22:46
In you wanna go back?
2:22:49
Okay.
2:22:50
In terms of, extenuating
UNKNOWN
2:22:53
circumstance,
Alexa Avilés
2:22:55
what what training is staff being given around extenuating circumstances review?
UNKNOWN
2:23:05
That's a really excellent question.
2:23:07
Extenuating circumstances was the result of a policy set by the city as part of the terms of the Callahan stipulation.
2:23:16
And therefore, the policy itself and the questions that are asked, when we interview guests around the extenuating circumstances are very proscribed.
2:23:27
So we have a slide deck and we sit down and we train the staff to go through the very the questions.
2:23:35
They also go through the questions using our system host, and they are programmed into that along with the script and the interpreter sitting with the guest.
Molly Schaeffer
2:23:47
But in our noticing, we start the process of letting people know what the process is to get another extenuating circumstance.
2:23:54
So case managers, are aware of the process, and any questions that come up, they know how to answer them.
Alexa Avilés
2:24:02
How much of I mean, I I think where we all find enormous challenges is in the level of discretion and interpretation, right, around guidance.
2:24:14
Are you are you finding staff needing substantial guidance on how they're making determinations?
UNKNOWN
2:24:23
No.
2:24:23
The staff who do the interviews shadow, existing staff.
2:24:27
We've now been doing this for a number of months, so we have grown some in house expertise around this, and they are supervised by a group of staff.
2:24:37
So the people making the ultimate decision are not the people doing the actual interview and therefore there is an added layer of review on-site before a decision is rendered.
