Skill-Building with Members

At DUOS, representatives would call senior members on the phone once per week to work with them to get the resources they needed - meal delivery, transportation, medical benefits, community programs, etc. The representatives (called Duos) were trained to find the best resources for their members based on their needs. However, there was another obstacle between sharing the resources with a member and the member taking advantage of that resource - their readiness for change.

This course was designed to support the Duos to understand members’ needs, understand their readiness for change, and to help members build the key skills they need to be empowered to use the resources that will help them get the support they need. This training provided opportunities for learners to listen to examples of what the strategies sounded like on actual calls with members (and listen to the effects of those strategies on the member!) as well as opportunities to practice their critical thinking skills in an applied scenario.