Introduction

Working with clients in the field helps STEPS to Care staff to build trust, understanding, and rapport with clients for more effective and meaningful relationships and ultimately better adherence and retention to care. STEPS staff members who work in the field need to be equipped with practical skills and resources to protect both themselves and their clients.

Through the trainings on this page, STEPS staff will learn important practical skills for working with clients in the field. After reviewing the training resources below, you will know:

  • Tips and strategies for staying safe while working in the field
  • How to establish and maintain appropriate relationship boundaries with clients
  • Best practices for protecting patient confidentiality

Field Safety

Visiting client homes and meeting clients in other offsite locations is a key strength of STEPS to Care. It allows Patient Navigators and Care Coordinators to build deeper relationships and trust with clients to foster more effective and holistic client care. However, working in the field also carries safety risks that staff need to understand and prepare for.

Each agency should have a field safety and emergency protocol that details what staff should prepare before field visits, things that they should look out for during field visits, a code word to use to indicate a possibly hazardous situation, and clear guidance on what to do in the event of a hazardous situation. For more information about recommended field safety and emergency protocols, visit the Establishing Policies and Protocols topic page. Be sure to check with your supervisor to understand the specific protocol for your agency.

Field Safety Training

The Field Safety training below provides an overview of some key points for safety in the field. By the end of this training, you will be able to:

  • Identify appropriate precautions for meeting clients offsite
  • Make good choices regarding personal safety in the field

Jump to the Trainings section below to launch the training.

Estimated time to completion: 20 minutes

Relationship Boundaries with Clients

Setting clear relationship boundaries keeps staff and clients safe and empowered while deterring the development of unhealthy dependencies. Setting boundaries can also help staff to more objectively understand and provide for the needs of clients and to better safeguard the client and his or her confidentiality.

Relationship Boundaries with Clients Training

The Relationship Boundaries training below provides strategies and tips for how to establish clear boundaries and what to do when a boundary is overstepped. By the end of this training, you will be able to:

  • Define appropriate relationship boundaries with clients
  • Identify potential risks for breaching relationship boundaries with clients
  • Describe methods to avoid or mitigate situations that may risk breaching boundaries

Jump to the Trainings section below to launch the training.

Estimated time to completion: 20 minutes

Confidentiality with Clients

It is important that each team member understands how to appropriately handle and protect the client's information. Each agency should have a confidentiality protocol that includes clear guidance for staff about how to store and handle client data, how and when to have discussions concerning client information, when and how to disclose client information, etc. For more information about recommended confidentiality protocols, visit the Establishing Policies and Protocols topic page. Be sure to check with your supervisor to understand the specific protocol for your agency.

Confidentiality with Clients Training

The confidentiality training below provides guidelines and recommendations for protecting client confidentiality in different situations. By the end of this training, you will be able to:

  • Identify confidentiality restrictions on what information staff may and may not release
  • Identify potential risks of confidentiality breaches
  • Describe ways to avoid situations of confidentiality breaches or how to mitigate the risks of a confidentiality breach

Jump to the Trainings section below to launch the training.

Estimated time to completion: 20 minutes

Trainings

Establishing Relationship Boundaries with Clients

This training provides information on defining appropriate relationship boundaries with clients and mitigating situations that may put you at risk for breaching those boundaries.

Out in the Field: Confidentiality with Clients

This training provides an overview of how to handle confidential client information and avoid confidentiality breaches. This training is most relevant for new staff or as a refresher for existing staff. Additional information and resources are available on the STEPS to Care website.

Staying Safe in the Field

This training is an overview of some key points for safety in the field. More in-depth information is available on the STEPS to Care website.