Behavioral and Community Health Sciences, University of Pittsburgh Graduate School of Public Health, 130 DeSoto Street, 6120 Public Health, Pittsburgh, PA, 15261, USA.
Youngstown State University, Cushwa Hall 3379, One University Plaza, Youngstown, OH, 44555, USA.
Community Ment Health J. 2021 Aug;57(6):1065-1072. doi: 10.1007/s10597-020-00733-1. Epub 2020 Oct 30.
Nearly 1 million Social Security beneficiaries have representative payees to manage their funds. Although coercion and paternalism are historically associated with payee services, a recent study showed high satisfaction in a payee program incorporating client-centered practices. Separately we reported ways organizations align payee services with their missions to empower clients and improve outcomes. Here we share results from nine provider qualitative interviews describing client-centered best practices and exploring beliefs regarding their value. We identified four best practices: Shared Decision-Making on Bills and Spending, Non-Paternalistic Substance Use Policies, Client Advocacy, and Additional Service Policies, (changing fee structures, termination policies, incorporating opting in or out, and "graduation"). Results indicate prioritizing clients' goals and agency may improve the quality of life of beneficiaries and reduce the paternalism and coercion historically associated with payee. Creating a client-centered payee toolkit and a payee collaborative may empower organizations to refine their services and provide opportunities for shared learning and support.
近 100 万社会保障受益人有代表收款人来管理他们的资金。虽然强制和家长式作风在历史上与收款人服务有关，但最近的一项研究表明，在纳入以客户为中心的实践的收款人计划中，客户满意度很高。另外，我们还报告了组织如何使收款人服务与他们的使命保持一致，以赋予客户权力并改善结果。在这里，我们分享了来自九家提供商的定性访谈结果，这些访谈描述了以客户为中心的最佳实践，并探讨了它们的价值信念。我们确定了四项最佳实践：账单和支出的共同决策、非家长式的物质使用政策、客户宣传和额外的服务政策（改变收费结构、终止政策、纳入选择加入或退出，以及“毕业”）。结果表明，优先考虑客户的目标和自主权可能会提高受益人的生活质量，并减少与收款人相关的家长式作风和强制。创建以客户为中心的收款人工具包和收款人协作可能会使组织能够完善其服务，并为共同学习和支持提供机会。
