Treasure Coast Regional Symposium

Anchoring Resources for Cultivating Service Excellence

AGENDA
Friday, October 2, 2015
Registration and Breakfast
Welcome

Plenary Session: Promoting and Encouraging Client Engagement through Self-Empowerment

Kelly Swanson, Motivational Speaker and Storyteller, Swanson Speaks, Inc.
Kelly Swanson will lead you through an experience that will help you tackle stress and change through the
power of story. Participants will explore how to tap into their own potential and abilities to motivate and
inspire, while reclaiming passion and purpose in their work and communities. Additionally, participants will
have the opportunity to learn how they can make an impact in their communities by harnessing the power of
story.

Plenary Session: Cultural Competency: A Lifelong Journey

Rick Caldwell, M. Ed., Chief Executive Officer, RCultures, Inc.
Rick Caldwell will provide a training addressing knowledge, attitudes and skills by building on the Cultural
Competency/Diversity Training (CCDT) established by RCultures, Inc. The approach focuses on
communicating, building trust, being sensitive, recognizing and learning about the unique and special qualities
of various cultures. Through the CCDT, participants have the opportunity to learn to view each individual as
having a unique culture, and gain tools to develop more culturally proficient personal and professional
behaviors.
Plenary Session: Customer Service in Health Care: The Impact of Work/Life Balance
Michael Gervasi, D.O., President and Chief Executive Officer, Florida Community Health Centers
Dr. Michael Gervasi will examine why customer service is important in the health care setting and how it can
lower legal risks and possibly personal health risks. Participants will explore why consistently good customer
service is so hard to deliver, and discuss some ways of overcoming the obstacles. Additionally, participants
will examine the concept of work-life balance and its impact on a teams ability to deliver excellent customer
service.

Anchor Award Presentation

Lunch and Networking
Concurrent Breakout Sessions I
A. Understanding the Financial Management Process
B. Nursing (Florida) Rules and RegsWe All Have to Follow Them Part A
C. Addressing Key Barriers to Improve Access
D. Translating Health Insurance Benefits in the New Healthcare Landscape
Concurrent Breakout Sessions II
A. Discussing the Needs of Special Populations
B. Nursing (Florida) Rules and RegsWe All Have to Follow Them Part B

C. Robust Local Resources for Seniors and their Families

D. Managing Chronic Conditions In Our Communities
Closing Remarks, Evaluation and Door Prizes