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Mental Readiness:

Approach with empathy, patience, and a calm demeanor.

Understand that clients may feel overwhelmed, fearful, or ashamed.

Environmental Awareness:

Ensure the space is quiet and non-threatening.

Respect their physical and emotional comfort.

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PSS approaches the patient with a calm, respectful demeanor, maintaining appropriate body language and tone.

Introduction

“Hi, my name is [Your Name], and I’m part of the Relay Program. I’m here to support you and provide any resources or help you might need during this time. I can’t imagine how overwhelming this might feel right now, but I want to assure you that you’re not alone. I’m here to listen and help in any way I can.”

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Engaging the Patient
“If it’s okay with you, I’d like to get to know you a bit better. Can you share your name and date of birth with me? This will help me understand how we can best support you.”

Cultural Sensitivity and Inclusivity
“I want you to know that this is a judgment-free space. We respect everyone’s experiences and are here to meet you where you are. If there’s anything I can do to make this conversation more comfortable for you, please let me know.”

Building Trust and Encouragement
“My goal is to make sure you have what you need to feel supported and safe moving forward. We can talk about harm reduction resources like Narcan or support programs if you’re interested, but there’s no pressure. This is about what feels right for you.”

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Be Patient and Flexible:

Only ask for essential details initially; focus on creating a safe space.

Allow silences; give them time to respond.

Ask Open-Ended Questions:

“What do you feel is the most important thing you need right now?”

“Is there someone I can contact for you?”

Normalize the Process:

Explain the intake purpose:

“This form helps us understand how we can assist you better.”

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When providing the BAG to Participants

I want to take a moment to share some tools that can help keep you safe and supported. This is a harm reduction bag we’re providing through the Relay Program. It’s full of items that might be helpful for you or someone you know.”

Explaining the Items

Open the bag and go through the contents one by one.

1. Naloxone (Narcan):
“This is Naloxone, also known as Narcan. It’s a medication that can reverse an opioid overdose. It’s safe, easy to use, and could save a life. Let me show you how to use it.”

Walk through Narcan usage step by step:

“If you see someone unresponsive, check for signs of an overdose like slow breathing or no response to shaking.”

“Peel back the package to remove the device. Tilt their head back and insert the nozzle into one nostril.”

“Press the plunger firmly to spray. Then call 911 and stay with the person until help arrives. If there’s no response in 2–3 minutes, you can use a second dose.”

2. Fentanyl Testing Strips:
“These are testing strips to check if substances contain fentanyl. They’re simple to use—just mix a small amount of the substance with water, dip the strip, and wait for the results. It’s one more way to reduce harm.”

Emphasizing Harm Reduction
“Harm reduction isn’t about judgment—it’s about keeping you safe and giving you tools to take care of yourself. Even small steps can make a big difference.”

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In the field you must be able to access

Slack

Outlook

Padlet

Intake Forms

Calls

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By the end of this training session, staff members will be able to accurately identify, locate, and complete required PSS forms and demonstrate understanding of key policies.

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Participants will:
- Navigate the PSS training portal
- Understand compliance requirements
- Demonstrate proper form completion
- Identify key policy points
- Apply learned procedures in practical scenarios

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Facilitated discussion on key takeaways and potential implementation challenges.

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Complete digital survey addressing:
- Most valuable aspects of training
- Areas requiring clarification
- Confidence level with new procedures
- Suggestions for improvement

Link to the Training Exit Survey Form.

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Complete final review of assigned policies and document any questions for follow-up.

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Complete three practice forms independently to reinforce learning.

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Create a personal quick-reference guide for frequently used forms and procedures.

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We are going to all practice filling out a Form.

MS Form Tips.

Case Note Guidelines and Tips.

Case Note Practice.

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A service aimed at providing direct support to individuals in need within hospitals.

Focus on connecting participants to resources and promoting harm reduction strategies.

Conduct patient intakes efficiently.

Provide resource materials and harm reduction kits.

Build trust and ensure clients feel supported

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1. Preparation for Hospital Visit

Ensure all materials (intake forms, harm reduction bags, resource packets) are ready.

2. Arrival at the Hospital

Introduce yourself and your role to hospital staff.

Follow all hospital protocols.

3. Engage with Clients

Conduct the intake process and actively listen to their needs.

Provide the harm reduction bag and explain its contents.

4. Document the Interaction

Complete intake forms and log provided resources accurately.

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Resource packet:
“This packet include information about services like addiction support, housing assistance, and other resources you might find helpful. They’re here for you whenever you need them.”

ask them if they want resources, if they want to know more engage further.

Show them how to use the QR code to access resources.

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Reassure Them of Continued Support:

“You don’t have to face this alone. We’re here to help whenever you need it.”

Provide Contact Information:

Ensure they know how to reach follow-up services or hotline numbers.

Document Key Details:

Log the interaction while respecting their confidentiality and privacy.

Encouraging Engagement
“If you have questions about anything in the bag or need help using these items, please don’t hesitate to reach out. You can also use the contact information on the resource cards to find additional support.”

Closing

“Thank you for taking the time to go through this with me. You’re not alone in this, and we’re here to help. Please let me know if you need anything else or have any concerns.” Provide Business Cards.

“Thank you for sharing this time with me. I’m here to help however I can, so please don’t hesitate to let me know if you need anything or have any questions.”

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Title: Professional Attire for Hospital Settings

Relay Uniform: Strive-provided shirt, black bottoms, and black sweaters/jackets (open to show the logo).

Footwear: Closed-toe shoes are required.

Badges: Must be worn and visible at all times.

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All Forms will be pinned to the relay_team channel in Slack, or you can go to the training Padlet.

Additionally, I will send out a mass email to everyone with links to the Forms. Please either pin this email in your Outlook (where it will be at the top of your inbox) or create a folder in Outlook (helpful for organizing your response receipts as well).

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Interactive presentation of key policies with real-world scenarios for discussion. Use breakout sessions to analyze case studies.

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Title: Building Respectful Relationships

With Clients:

Use respectful, non-judgmental language.

Show empathy and patience.

With Hospital Staff:

Maintain professionalism at all times.

"My name is _______. I am with the Relay Program from Strive Government Services. I received a referral for patient (name or ID). Can you help me to find their room number?"

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Your access to all forms, procedures, and SOPs.

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Relay Pro. _SOP_Shift Report Policy Draft 2

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Initial Engagement Form Training Draft 1

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Relay SOP for Completing Tasks and Trainings

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Narcan and Fentanyl Test Strip Inventory Tracking.docx

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Guidelines for PSS Visiting Partner Centers.docx