Training Notes This PPT was edited and finalized by group consensus 20 Dec. 2011. (Bhaskar, Tate,

Henderson, Burgess, Ulm) Trainers: Please do not make changes to this document. If you want to tweak items for

your own purpose, please save to your own documents and then make changes there. Animation will not appear on ReadyTalk presentations. Each slide will appear on

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YFU USA SKILL BUILDING A

For use with WebinarAudience: New Area Representatives

45 minutes

December 2011Kathy Ulm

With excerpts from work by M. Henderson, M. Burgess, T. Kilcoyne

Handouts needed for this training:Communication Structure of YFU

District Communications

SEE visit explanation

Problem Solving Paradigm

Volunteer Handbook

Permission to Travel; Dangerous Activities, Keeping Your Students Safe

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GOALS

At the conclusion of this training, volunteers should: Have a clearer understanding of the role of area rep Know the communication hierarchy Know what is required to support their students Be familiar with Policies and Procedures Know what documentation is required.

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Assumptions

This is intended as beginning training only.

We expect that area reps will continue with Skill Building B, Skill Building C, and advanced trainings.

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Communication Structure of YFU

Area Coordinator

Name: _____________________

City: ____________________

Email: _____________________

Phone: _____________________

Area Representative

Name: _____________________

City: ____________________

Email: _____________________

Phone: _____________________

District Office

Name: _____________________

City: ____________________

Email: _____________________

Phone: 817-444-7382

Natural Parents

Local Committee/ Area Rep

or Volunteer

Overseas National Office

YFU USA National Office

6400 Goldsboro Road Suite 100

Bethesda, MD 20817 (800) 424-3691

Student and/or

Host Family

Area Rep

and/or Area

Coordinator

District Office

Field

Director

Field Director

Name: _____________________

City: ____________________

Email: _____________________

Phone:_____________________

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District Communications

•International Student / Host Family•Area Rep / Area Coordinator

•SSMConsults with National OfficeConsults with District OfficeConsults with Counselors Communicates with FD

•National Partner Office•Area Rep in Home Country•Natural Parents

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Communication Hierarchy, con’d

At no time should ARs communicate directly with natural parents or sending countries.

The chain of communication is effective and must be followed.

The Support Services Manager (SSM) is responsible for all international communication.

ARs can always call the District Office and ask the District Director for assistance.

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THE ROLE OF AN AREA REP The AR supports students, host families, and schools. “Support” entails:

regular contact active listening (Skill Building B) proper reporting and documentation (Skill Building B) assistance with problem solving (Skill Building C) ascertaining that policies and procedures are followed ensuring as best s/he can that students and host

families have a good experience doing SEE visits for students of other reps maintaining a good relationship with students’ schools.

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Role Defined by the National OfficeThe Area Rep Role

Specifically, area reps must:• Meet the student in person within two weeks of the

students arrival• Contact the student and host family every month in

person or by phone• Meet with the student in person at least once during

the second semester• Contact the school at the beginning, middle and end

of the year, in person, over the phone or by email• Document the contacts in my.yfu.org

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REGULAR CONTACT

Students and host families must be contacted monthly by the AR.

ARs must visit the student in person within two weeks of student arrival.

An appropriate SEE visitor (someone who did NOT do the HF interview) must see the host home in person within 60 days of student arrival.

Schools must be contacted quarterly.

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During Contact

Contact must be in person or by phone; email messages do not qualify as monthly contact.

During contact, ARs must speak with students and host families separately and privately.

ARs must ascertain how students and HFs are adjusting.

ARs should read “Monthly Support Tips” for suggestions as to appropriate questions.

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During Contact, con’t

One goal of monthly contact is to establish and build trust between AR, student, and HF.

Taking students out of the home to talk can sometimes allow students to speak more freely.

If there are serious issues or even budding issues, the AR should contact the SSM as soon as possible.

ARs should help the student feel encouraged and confident that s/he has assistance available.

HFs need to feel they are equally supported.

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After Contact

ARs complete the monthly contact report on-line.

It is NEVER adequate to report a problem in the contact report only; detailed student reports must be sent to the SSM as required for documentation.

If there are issues, ARs should follow up soon with student and/or host family.

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DOCUMENTATION

On-line monthly contact reports are only the first layer of required documentation.

Keep the SSM informed of all on-going issues by email, with copy to the FD.

YFU’s cardinal rule: If an issue is not documented, then for YFU’s purposes, it did not happen.

What to document is covered more in-depth in later training; for now, follow this guideline: document and report to the SSM any issue with a student or host family that causes any reason for concern.

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ASSISTING WITH PROBLEM SOLVING

ARs should encourage students to implement the problem-solving paradigm. (See handout.)

ARs can use their own experience to guide students and host families when appropriate.

More importantly, ARs should seek guidance from the SSM.

ARs must make every effort to remain objective, especially if s/he is a friend of the host family.

Consult with SSM if you feel you need the assistance of another volunteer.

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Most Importantly…

Both students and host families must feel as though they are being supported as much as possible by YFU and its volunteers and staff.

The exchange experience is primarily with the std and HF. It is not appropriate for the AR to insert him/herself into the family experience.

The AR assists the std and HF in problem solving.

The AR is the FACE of YFU for host families and students alike.

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POLICIES AND PROCEDURES

Use your handouts or handbooks as references; it is easy to forget.

ARs must familiarize themselves with the following policies and procedures:

Permission to Travel Dangerous Activities Rules regarding drinking, driving, drugs Keeping Your Students Safe

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ENSURING A GOOD EXPERIENCE

Obviously the ultimate responsibility for having a good experience rests with students and HFs.

However, the AR can often spot potential problems and head those off by encouraging effective communication and problem-solving.

The SSM MUST be involved, and the earlier, the better. When it is clear that issues are becoming serious, the

SSM will provide guidance to the AR. Moving the student, except for safety reasons, is a last

resort.

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CONTACTING SCHOOLS

The AR must ascertain from school administration which person(s) s/he should regularly contact.

The AR should look at the school contact questions on line before making the call to ensure gathering adequate information.

Email before calling, and use the call to follow up on your points.

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ODDS AND ENDS ARs should attend orientation with their students

whenever possible. ARs should attend advanced trainings whenever

possible to enhance their skills. ARs should copy the FD on all communications with the

SSM. Documentation is a critical piece of all support. ARs should remember that students WANT to do a good

job; they may, however, need support. Establishing a trusting rapport with students and HFs

will go along way toward success for all. When an AR is “uneasy” for any reason, ask for help! ARs must never threaten a student with being sent

home.

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SUMMARY

This training serves as a basis for the AR; further training is necessary.

The AR is the “face” of YFU in the community, supporting students, families and schools, and provides guidance to all.

Representing YFU effectively requires establishing a trusting rapport with all parties for effective communication.

Documentation is absolutely essential. 21