{"id":5021,"date":"2012-12-04T09:17:29","date_gmt":"2012-12-04T15:17:29","guid":{"rendered":"https:\/\/uwm.edu\/news\/?p=5021"},"modified":"2023-05-10T15:42:50","modified_gmt":"2023-05-10T20:42:50","slug":"to-err-is-human-to-prevent-errors-divine","status":"publish","type":"post","link":"https:\/\/uwm.edu\/news\/to-err-is-human-to-prevent-errors-divine\/","title":{"rendered":"To err is human; to prevent errors, divine"},"content":{"rendered":"<figure id=\"attachment_5023\" aria-describedby=\"caption-attachment-5023\" style=\"width: 600px\" class=\"wp-caption aligncenter\"><a href=\"https:\/\/uwm.edu\/news\/wp-content\/uploads\/sites\/41\/2012\/12\/social_work_actors_j-1lge9sn.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-5023\" title=\"social_work_actors_j\" src=\"https:\/\/uwm.edu\/news\/wp-content\/uploads\/sites\/41\/2012\/12\/social_work_actors_j-1lge9sn.jpg\" alt=\"\" width=\"600\" height=\"360\" srcset=\"https:\/\/uwm.edu\/news\/wp-content\/uploads\/sites\/41\/2012\/12\/social_work_actors_j-1lge9sn.jpg 600w, https:\/\/uwm.edu\/news\/wp-content\/uploads\/sites\/41\/2012\/12\/social_work_actors_j-1lge9sn-300x180.jpg 300w\" sizes=\"auto, (max-width: 600px) 100vw, 600px\" \/><\/a><figcaption id=\"caption-attachment-5023\" class=\"wp-caption-text\">As a new child welfare caseworker, Jessica Gray (left) meets with client \u201cWilma\u201d \u2013 actually actress Jessie Moffat. (Photos by Troye Fox.)<\/figcaption><\/figure>\n<p>Smiling at the wrong time has gotten Jessica Gray into trouble before; she couldn\u2019t stop smiling while a drill sergeant yelled at her during basic training with the Army National Guard. And now her smile, sweet as it is, is about to cause trouble during basic training of another kind \u2013to become a child welfare caseworker in Wisconsin.<\/p>\n<p>An angry \u201cclient,\u201d 25-year-old, redheaded Wilma, storms into the room and slams the door.<\/p>\n<p>\u201cLet\u2019s get this shit out of the way,\u201d Wilma says angrily to Gray, her \u201csocial worker,\u201d by way of introduction. Wilma\u2019s enraged, on the hook for behavior that could lead to the state separating her from her children.<\/p>\n<p>Gray smiles at her. \u201cDo you mind if I sit here?\u201d she asks Wilma quietly, eyeing a chair in the sparse room.<\/p>\n<p>\u201cDo what you want. It\u2019s a free country,\u201d Wilma snaps as she plunks in a nearby chair and folds her arms across her lap.<\/p>\n<figure id=\"attachment_5026\" aria-describedby=\"caption-attachment-5026\" style=\"width: 300px\" class=\"wp-caption alignright\"><a href=\"https:\/\/uwm.edu\/news\/wp-content\/uploads\/sites\/41\/2012\/12\/social_work_actors_j2-1c3lmrq.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-5026\" title=\"social_work_actors_j2\" src=\"https:\/\/uwm.edu\/news\/wp-content\/uploads\/sites\/41\/2012\/12\/social_work_actors_j2-1c3lmrq.jpg\" alt=\"\" width=\"300\" height=\"241\" \/><\/a><figcaption id=\"caption-attachment-5026\" class=\"wp-caption-text\">About 100 new child welfare caseworkers receive job training annually from UWM\u2019s Helen Bader School of Social Welfare.<\/figcaption><\/figure>\n<p>Still smiling, Gray tries to engage Wilma in conversation about her three children, her difficult relationship with her mother, her imprisoned husband. Wilma seems not interested. Her answers are snippy, her body language closed, as the client-social worker interview lurches uncomfortably along.<\/p>\n<p>Gray, who has earned her undergraduate and graduate degrees in social work, is in what amounts to an apprenticeship to be a Milwaukee child welfare caseworker. \u201cWilma\u201d is a Milwaukeean with a theater background, whose real name is Jessie Moffat (\u201903 Anthropology).<\/p>\n<p>The two women represent an unusual and successful partnership in which social work educators enlist the help of local actors to boost the skill level of new child welfare caseworkers. The caseworkers are clear: They are here to learn and welcome criticism, no matter how difficult it is to hear. To err may be human; but preventing errors is divine.<\/p>\n<p>While medical colleges have long used actors to help students hone clinical skills, Wisconsin social work educators have only started to do the same in earnest in the past few years.<\/p>\n<div style=\"padding: 5px;width: 250px;float: right;border-top: 1px solid #cca540;border-bottom: #cca540 1px solid\">\n<h5><em>\u201cSocial workers who take the training are significantly better at determining when children are unsafe and when action needs to be taken to protect them.\u201d<br \/>\n&#8211; Julie Brown, director, MCWPPD<br \/>\n<\/em><\/h5>\n<\/div>\n<p>Gray, recently hired by the Bureau of Milwaukee Child Welfare, is one of about 100 new child welfare caseworkers annually who receive job training from the University of Wisconsin-Milwaukee\u2019s Helen Bader School of Social Welfare. The Wisconsin Department of Children and Families requires that all new caseworkers throughout the state complete job-specific training within 18 months of being hired.<\/p>\n<p>The school\u2019s Milwaukee Child Welfare Partnership for Professional Development (MCWPPD) provides the training, and has worked since 2008 with In Tandem Theatre to supply actors to play the roles of traumatized adults on the brink of losing their children.<\/p>\n<p>\u201cIt\u2019s an awesome exercise for the actors,\u201d says Chris Flieller, In Tandem\u2019s artistic director (\u201984 MFA). \u201cThey are given scenarios and they hold the ground of the character throughout the interview. I\u2019ve never had an actor say, \u2018Don\u2019t send me anymore.\u2019\u201d<\/p>\n<p>The social workers benefit greatly from the experience, says Julie Brown, director of the MCWPPD and the person responsible for growing the idea. \u201cSocial workers who take the training are significantly better at determining when children are unsafe and when action needs to be taken to protect them,\u201d she says. \u201cTheir interactions with their faux clients is one particularly successful technique used in our larger training program that integrates classroom training, structured practice, immediate feedback and formal assessments.\u201d<\/p>\n<p>On this eight-hour training day in the Glendale offices of the MCWPPD, 18 future caseworkers (16 women, two men) each meet with six different \u201cclients.\u201d In addition to Wilma, they include Daniel, an exhausted, 38-year-old single father with limited resources and a depressed teenage son, and Diana, who is raising her three grandchildren and is frustrated with her daughter\u2019s drug use.<\/p>\n<p>When Gray is done with her client interview, the room opens up for analysis. In the room are a supervisor and two other students, in addition to the actress Moffat.<\/p>\n<p>First, Gray analyzes her own performance.<\/p>\n<p>\u201cMy heart was beating a thousand times a minute,\u201d she says. \u201cBut I got you talking. And I think I had good eye contact.\u201d<\/p>\n<p>\u201cYou kept eye contact and remained calm,\u201d says Moffat, who knows exactly what helped and what hindered her from opening up to the future caseworker. \u201cI was uncertain of the smile.\u201d<\/p>\n<p>\u201cI do smile when people are yelling at me,\u201d Gray says.<\/p>\n<p>\u201cIt was off-putting,\u201d Moffat says. \u201cKeeping your composure is great. But it was over the top. It\u2019s hard to relate if you don\u2019t meet me where I\u2019m at.\u201d She also points out what worked well. \u201cYou did a good job of repeating back to me what I had told you, and I was aware you were listening to me.\u201d<\/p>\n<p>According to Mike Kluesner, curriculum and instruction manager with MCWPPD, social workers typically believe they are good at engaging people. \u201cBut engaging people who are court-ordered to engage is different,\u201d he says. \u201cYou have to earn trust.\u201d<\/p>\n<p>Not uncommonly, students have three out of four skills and attributes needed to succeed in the field. They are respectful of others. They genuinely want to help people. They are competent. But their success will be limited if they don\u2019t master the fourth component: learning to talk and listen in ways that earn trust from clients, he says.<\/p>\n<p>\u201cThe <em>way<\/em> you talk is as important as anything else,\u201d he says. \u201cThis is a skill. If there is a hint of judgment in a voice, it can really affect the relationship.\u201d<\/p>\n<p>There is a lot at stake. Clients who trust that social workers are there to help them will share inner details of their lives, details that may include violent relationships, mental illness, drug abuse and child safety concerns.<\/p>\n<p>\u201cClients also know that if a social worker is not careful with the information, the results can be devastating. It could get them killed. They could have their children taken away,\u201d Kluesner says.<\/p>\n<p>Cue the actors, who are trained to pick up on all the nuanced ways we broadcast our thoughts and feelings. Body language. Facial expressions. Language and phrasing. Tone of voice.<\/p>\n<p>According to Moffat, actors are more observant than the average person. \u201cThat\u2019s what we do. It helps us develop more believable characters.\u201d Plus, part of their job in rehearsals is to provide helpful feedback.<\/p>\n<p>Gray is glad to have the feedback. \u201cA lot of people aren\u2019t so up front as the actors,\u201d she says. \u201cIt\u2019s very helpful to know how you come off.\u201d<\/p>\n<p>Sarah Charneski, also in training, concurs. \u201cIt\u2019s always hard to hear what you\u2019re not good at,\u201d she says. \u201cBut I\u2019d rather hear it here, from actors, and be able to work at it. It\u2019s better than learning about it in a work situation, after you\u2019ve messed up and it\u2019s gone to your supervisor. Here, we learn what not to say in a safe environment.\u201d For her part, Charneski says she also needs to work on facial expressions. \u201cI\u2019m not good at hiding what I feel,\u201d she says.<\/p>\n<p>By the end of the training day, Moffat had left a few future child welfare caseworkers in tears. \u201cThat\u2019s not my goal, but students often say \u2018thank you\u2019 because I helped them develop a skill,\u201d she says.<\/p>\n<p>The actors are paid $100 per day, but there are other compensations. \u201cThe work is so rewarding,\u201d says Moffat. \u201cIt makes me grateful to see these kids have chosen to help people. It\u2019s encouraging knowing people like them are out there trying to make a difference.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Actors embrace atypical gig to help train child welfare caseworkers at UWM.<\/p>\n","protected":false},"author":486,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","uwm_wg_additional_authors":[]},"categories":[174],"tags":[],"section":[127,131],"display_categories":[],"related-coverage":[],"uwmnews-feed":[347,155],"class_list":["post-5021","post","type-post","status-publish","format-standard","hentry","category-news","section-arts-humanities","section-theater","uwmnews-feed-community-engagement-professions","uwmnews-feed-social-welfare-criminal-justice"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>To err is human; 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