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I’ve been on a bit of a resource kick these days.  This resource is geared toward veterans with disabilities.   America’s Heroes at Work was developed by the U.S. Department of Labor and addresses the employment challenges of returning veterans living with Traumatic Brain Injury (TBI) and Post Traumatic Stress Disorder (PTSD).  It’s designed for both employers and workforce development professional as a link to information and tools to assist returning service members seeking employment.

As a former veteran, this site was of particular interest.  It also has presentations & training tools, fact sheets & reference guides and success stories.

You can find the site at: http://www.americanheroesatwork.gov

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The U.S. Department of Labor recently launched their redesigned website located at: http://www.disability.gov.  The website was formerly known as disabilityinfo.gov.  The new site has a multitude of resources on disability-related issues, programs and services.  It’s also been updated with new social media tools, including a blog and a Twitter feed – in case any of your want to follow. 

Although the website focuses on Americans with disabilities, it’s also for parents of children with disabilities, employers, workforce and human resource professionals, veterans, educators, caregivers and many others.  In other words, if you’re on our site, it’s most likely for you!  

Keeping the resources coming!

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While the majority of our posts are on work and disability issues, I thought it would be helpful to share a few resources specific to youth with disabilities.  I’ve worked with many families and agencies who often have difficulty navigating the special education system.  The reasons are vast, but one thing that’s become very apparent is that there is no “one size fits all” approach to working with a school district.  Each district, while governed by the same laws, often addresses the needs of students in special education differently.

One resource I’ve found useful and have referred many people to is the Wrights Law website located at: http://www.wrightslaw.com.  The site is geared toward parents, educators, advocates and attorneys interested in obtaining accurate, reliable information about special education law, education  law, and advocacy for children with disabilities.  I’ve attended one of Pete and Pam Wright’s Boot Camps, and it was fantastic!  They also have several publications I’ve consulted on a regular basis when working with special education issues.  The books – Special Education Law and From Emotions to Advocacy – are listed on the right hand side of their home page.  We also have them listed on our main website at: http://www.human-solutions.net/tools/books.html.

Stay tuned for additional posts related to youth with disabilities!

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Be Accountable

When working in a community setting, it’s easy to get lost, emotionally and professionally, in the systems that you’re assisting. Stay in touch with an anchor who can give you feedback, perhaps a co-worker. Never keep information from your supervisors; keep them updated with successes and challenges. No one likes to be caught off guard. If you’re not certain what to do, consult with your supervisor.

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Be a Role Model

Customers look up to you so you need to lead by example.  Never exhibit behavior that is unprofessional, such as using profanity or taking advantage of your position to influence others.  Always be on time for appointments and keep meetings concise and to the point.  Keep the best interests of the customer in mind and always remember, especially when working with youth, that you are being seen as the “expert.”  It may not seem like it at times, but you are an authority in what you do.

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Be Consistent

Consistency is at the core of an effective professional relationship. Always do what you say you’re going to do.  If necessary, underpromise and overdeliver! You need to be someone that your customers can count on.  Also be sure to treat each customer with the same kindness and respect — no matter how difficult this may be. 

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Don’t Shift From Service-Provider to Employer

Similar to the previous principle, don’t ask customers to perform personal services or work for you, even if it’s for pay. This may represent a serious conflict of interest that could cost you your job.  It also limits opportunities for your customers to pursue competitive employment and may be seen as favoritism.  Moving away from what feels “safe” (e.g. working with your agency) may be difficult, but with your encouragement your customers have the confidence to explore other employment opportunities.  

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Don’t Open Your Wallet

While this may seem obvious, it’s very easy for this to happen, especially when someone is operating on good intentions.  Discipline yourself to only use available program funds.  This includes providing change for vending machines, sharing cigarettes or even food.  Unfortunately, as much as we’d like, we can’t be everything for our customers.  If additional funding or resources are needed, utilize your partners.  Also take the time to find out what additional resources are available within your community.

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Service Time is Not “Me” Time

While the rule is not to self disclose, only do so when it substantiates a point that addresses a customer’s needs.  Don’t use your relationship as an opportunity to vent your feelings.  In fact, rule of thumb: just listen! Active listening places the proper focus on your customers’ needs. It also creates an environment of trust.  If you talk or share too much, the customer may feel like you’re more of a “friend” versus an advisor.  This will ultimately change the dynamics of your relationship as a service provider.

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Take Care of Yourself

Do you want to know how to get on the path to job burn-out? It’s in not knowing where work ends and where personal life begins.  Even from the onset, set clear working hours and respect those hours. Don’t take work home and turn the cell phone off!  If an issue about a customer is weighing you down, debrief by talking to a co-worker or your supervisor. There’s nothing wrong with setting reasonable limitations for your customers (and for yourself!).  This doesn’t mean you’re providing bad customer service.  It’s about taking care of yourself.

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