Format: In-Person | Level: Foundational to Intermediate | Duration: Two Hours

Course Description:

This training is designed to familiarize direct service workers and others new to the aging network with the resources available for seniors in Philadelphia.  The training will contain:

• Update on PA MEDI health insurance counseling program.
• Update on PCA’s multiethnic and interfaith outreach programs.
• Overview of PCA services
• Discuss the Helpline and its components, including:
  • Telephone information and referral
  • PCA resource coordination and the department’s resource directory - resource material will be shared.
  • PCA’s Emergency Fund --- who it is for and how to use it, other FUEL resources.
  • Provide practice opportunities for using resource information.

Trainer: Lissette Sarfraz, MSS, LSW - Community Relations Manager PCA.

DATES & TIMES:

May 7, 2026

10:00 AM – Noon

Registration is limited to 50 participants per session, so enroll now!

Format: Virtual | Level: Foundational to Intermediate | Duration: Half-day – 3 session series 

Course Description:

Despite provider empathy and good intentions, not all older persons are responsive in the service interaction. This training will help participants identify, understand and respond more effectively to consumers who exhibit challenging behaviors.

 This course will help participants understand that behavior has meaning and as service providers we must understand the importance of identifying what is underlying the behavior in order to effectively work with the individual. The interactive training is based on a behavioral approach and reinforces learning with case review from participants’ practice as well as training case examples/videos. 

PLEASE NOTE: This is a three-part series of half-day sessions. To receive the 9 CEUs available, you must attend all three sessions in the series.

Learning Objectives

In this series of three sessions, you will:

a)       Examine a variety of problematic behaviors encountered in older consumers: the resistantconsumer, the angry consumer, the paranoid and passive consumer 

b)       Outline practical strategies for dealing with such behaviors and consider how these behaviors relate to important behavioral health diagnoses and conditions

c)       Understand the implications of your personal style and issues in dealing with difficult consumer behaviors.

Trainer:  Nancy Morrow, MSW

DATES & TIMES

Series # 1 –Tues., Feb. 3rd, 10th & 17th - 2026, 9:15 AM -12:15 PM 

Series # 2 –Tues., May 12th,19th & 26th -2026, 9:15 AM-12:15 PM       

All Sessions will be held Virtually – via Zoom