Engaging with Residents: Effective Communication Skills

November 30, 2023

3 p.m. EST

SME: Jeannette Horton, LMHC, GMHS

Jeannette is a Behavioral Health Quality Improvement Consultant with the Washington State Department of Social and Health Services and currently provides detailed, resident specific consultation to nursing homes, adult family homes and assisted living facilities dealing with challenging behaviors. She is an experienced Chemical Dependency Professional and subject matter expert on the CMS State Operations Manual for nursing homes.

This session will focus on engaging residents by developing effective communication skills.

Participants will learn about:

  • The importance of active listening
  • Basic attending skills
  • Verbal and nonverbal communication
  • Adapting communication styles to meet the needs of residents

the center of excellence for behavioral health in nursing facilities (COE-NF)

Established by the Substance Abuse and Mental Health Services Administration (SAMHSA), in partnership with the Centers for Medicare and Medicaid Services (CMS), the COE-NF offers Certified Medicare and Medicaid Nursing Facility Staff a centralized resource hub with easy access to trainings, technical assistance and additional resources, at no cost.

What We Do

We help nursing facilities to improve the quality of life and care provided for residents who are experiencing a variety of behavioral health disorders, with a focus on Serious Mental Illness (SMI), Substance Use Disorder (SUD) and Co-Occurring Disorders (COD).

Who We Help

We provide direct technical assistance, evidence-based training, and resources that are appropriate for every member of your long-term care facility — from those providing day-to-day direct care, to clinical and administrative staff.