Before coming to your training, please do the following:
Part of our employment involves documenting progress, difficult scenarios, and problems that arise with our associates. At times writing case notes can be confusing and daunting. However, it is important to learn the eternal principle of record keeping. This lesson will discuss why we write case notes, demonstrate the power of positive case notes, and give you a formula to follow as you practice writing them.
From the following list, choose and complete one or more activities that best apply to your situation.
Watch the video “Teachings of Wilford Woodruff: The Importance of Record Keeping.” As a group, discuss the following questions:
Read D&C 128:3.
As a group, discuss the following questions:
As you discuss this last question, list the reasons on the board, and share a few examples to support your points.
Then, continue discussing:
As a group, discuss:
As a group, review “How to Write Case Notes” in the “Lesson Resources” section, Resource 2. Then discuss:
From the following list, choose and complete one or more activities that best apply to your situation.
Watch the video “O Remember, Remember” (Mormon Messages, lds.org). As you watch, consider the following questions:
As a group, discuss the questions above. Then discuss the following:
As the group discusses, have a volunteer write several examples on the board.
Individually, take time to look at some of the case notes you have written for the associates you work with and ponder:
Write impressions in your learner's journal.
In your learner’s journal, take a few minutes to write something positive about two of the associates you work with (one per page). This could be a quality, an improvement, an achievement, or something good that happened to them recently. When time is up, each of you take turns to share your positive notes with the rest of the participants.
After everyone has had a chance to share, as a group, discuss:
From the following list, choose and complete one or more activities that best apply to your situation.
Writing effective case notes can be difficult. As a group, read Resource 1 of the “Lesson Resources” section, which contains a suggested formula for writing effective case notes, including examples. Then discuss:
Individually, choose one or two of the case notes you have written. Rewrite them in your learner's journal, following the suggested formula. Then, share your case note(s) with a partner and give each other feedback.
As a group, discuss:
As a group, take a few minutes to review “A Suggested Formula for Writing Case Notes,” found in the “Lesson Resources” section, Resource 1. Ask any questions you have about following this formula. Discuss additional items you feel are helpful in writing effective case notes.
Read the three sample case notes given in Resource 3 of the “Lesson Resources” section. After reading the examples, discuss:
Individually, think of a recent event or situation with an associate (you may use the case notes you brought). Using both Resource 1 and the example from Resource 3 you just discussed as references, write an effective case note in your learner's journal. Then, share your case note with a partner and give each other feedback.
As a group, discuss:
Seek to identify a personal or business gap or need.
Spend a few minutes silently pondering what you've discussed during this lesson. Listen as the Holy Ghost helps you identify areas where you can improve. Record your impressions in your learner's journal under the question “What Lack I Yet?”
Seek ways to close the gap or develop the required talent(s) to meet the need.
With the guidance of the Spirit, create your plan of how you will improve and close the gap(s) you have identified. You may use one or more of the exercises below, your own strategy, or a combination of both. Record this plan in your learner's journal under “What Must I Do?”
After a few minutes, those who are comfortable doing so can share their impressions with the group.
Seek understanding, and then share what you learned.
During the week, focus on implementing the plan you created. Record your impressions or lessons learned in your learner's journal under “Therefore, What?” You will be given time at the beginning of next week's lesson to share your experience with the group.
When writing a case note, you can use the following formula:
INCIDENT: What happened?
TRAINING/SUMMARY: A summary of what was said or the type of training that already took place.
RESOLUTION: What goal was set or action agreed on? What is the plan?
Example 1
INCIDENT: I spoke with Tina Gonzalez today (9/7) about concerns that multiple people have reported to me, saying that she stands too close to people when talking to them, causing them to feel “uncomfortable.” I have also experienced that first-hand. TRAINING: I told her to imagine that she has a hula-hoop around her midsection and that she should not get closer to a person than the hula-hoop would allow. RESOLUTION: She said she understood and would be more conscious of others’ personal or intimate space.
Example 2
INCIDENT: The associate was 24 minutes late on 1/13. This was the fourth time he was tardy in the last two weeks. TRAINING: Associate and job coach trainer discussed ways to avoid being late, such as checking his bicycle the night before to make sure that it works properly, going to bed early, and getting things ready the night before. They reviewed the AWARE form as well. RESOLUTION: Associate will make sure that his bike is working properly the night before.
Write case notes that are:
Case notes should:
Case notes should avoid:
Strong verbs to use:
Words to Avoid: