Tool: What’s working/not working

Page posted: 3/6/24

The What’s working/not working tool, DHS-8479D-ENG helps the 245D service provider analyze an issue across multiple perspectives to both:

· Find common ground.

· Build a plan of action to address issues.

When using this tool, the provider must ensure all people feel their input is valued and the tool accurately reflects their perspectives. The tool starts with common ground — what is working and makes sense. It is important to remain unconditionally constructive and to work in partnership with others in the person’s circle of support.

When there are differences across perspectives, this tool helps the team focus to make changes. It is a bridge to plan for action, evaluate what needs to be maintained and/or enhanced and identify what needs to change. By better understanding an issue, the team can be better equipped to resolve any problem.

Example

Mandy’s team used the working/not working tool to evaluate why she resists an activity she enjoys. The tool addresses this question from all perspectives.

Contributors: Mandy, mom, sister, direct support staff (Patty and Makeda) and staff supervisor

Situation to discuss: What can the team do to help Mandy get to the pool more often?

Perspective	What is working/makes sense?	What is not working/does not make sense?
Mandy	· I have fun with friends at the pool. · Playing in the water is fun. · I really like the hot tub after pool time.	· I don’t like leaving my bedroom to attend pool time. · I don’t want to change into a swimsuit. · I don’t like having to shave. · I don’t want to use a tampon during certain times of the month. · Prep time to get ready for the pool is not working for me. · I don’t like being told I “must” go to the pool. · I don’t like having wet hair during winter. · I have to make sure my large beach towel is clean for every visit, and sometimes I have to use a small towel.
Family	· She has fun with friends at the pool. · Her medications seem to be helping. · She seems more social these past few months. · She is talking to her mom and sister more often. · Home visits are easier and happening more often.	· She sometimes refuses to go to the pool or becomes angry with people in her home when she is asked to go. · She sometimes is irritable on the phone and complains about staff making her go. · We sometimes can’t tell when she will get angry (yells, pouts, throws items, hits at other people).
Direct support staff	· She has fun with friends and is smiling and happy at the pool. · She gets physical exercise at the pool for diabetes and weight management. · It gives her more time to hang out with other people.	· She sometimes yells at staff when it’s time to get ready for the pool and for bothering her in her bedroom. · She sometimes refuses to change clothes before leaving for the pool. · It can be challenging to handle her reactions when she is angry.

Summary of agreements

Everyone agrees that Mandy has fun when she is at the pool. Several people feel she is more social these past few months. Mandy really likes the hot tub after pool time. Her parents feel home visits are easier.

Next steps

Everyone should look at the issues that are not working and discuss as a team how to maximize what is working and minimize or address areas that are not working well. Once the team better understands everyone’s perspectives, the next step is to develop a plan to better support Mandy.

Additional resources

DHS – Person-centered practices
DHS – Frequently asked questions about formal person-centered planning
Psychotropic Medication Manual
Psychotropic Medication Manual – Person-centered tools to support medication management
Psychotropic Medication Manual – Quality-of-life assessments