Conflict Between Service Providers
Conflict Between Service ProvidersName of Client: Tony Boyd
Person Contacted: Megan-Glenbrooke, Denise-Medallion, Kim Graner- - VR regional office
Contact Made:Phone
Date/Time of Contact: 1-22-98 12:00pm
Megan from Glenbrooke called me and stated she had found out the client was placed at Vegoni's, and one of her clients is working there. According to Megan, the client is working the exact same job as her client, Becky. She said based on their agreement with VR, this was an integration problem. And the employer has cut her client's hours because of Tony. When she spoke with the employer, he stated that he had cut Megan's client's hours because the client was "goofing" around. Megan wanted to know what VR could do about this, and I stated I needed to speak with Medallion to express my concerns. Then I would call her back. She stated she was also going to contact Medallion to express her concerns.
I called Denise at Medallion, but she was not available so I left a message for her to call me as soon as possible. I then tried to call the Regional Manager, Kim Graner, to see what she suggested I do in this situation, but she was not available either. So I left a message for her to call me ASAP.
This is really a bad situation because 1) Medallion did not tell me what hours the client was working, and I just assumed since we were all professionals, they would follow the rules regarding integration. 2) If I instruct Medallion to pull Tony from the job site because the other client was there first, then the employer might get mad and fire the other client. 3) To pull Tony isn't fair to him either.
Wait to hear from Denise at Medallion and Kim at Regional Office
Signed: Lillian Thoms, Senior Counselor
Lillian: Hello, this is Lillian.
Kim: Hi Lillian, it's Kim Graner at the Regional Office. I got your messages about the conflict with Tony's case.
Lillian: Yes, I'm really kind of torn over this. I'm not sure how to be fair to both clients. And I'm not sure how this impacts on the agreements the service providers made with VR to find jobs in integrated settings. Is Medallion violating that agreement and making the restaurant less integrated by placing two VR clients there?
Kim: No, I don't think that would be a violation. The clients are still in a workplace that is primarily integrated. If I understand their job tasks, they are having contact with the public, and the majority of the other employees at the restaurant do not have disabilities. So the jobsite is still integrated.
Lillian: OK. Well, what about the issue of whether Medallion is trying to sabotage Glenbrooke's client? Because that is essentially what Glenbrooke's people are saying - that Tony was placed into the same job in direct competition with their client and now their client is suffering. And I think they may have a point there.
Kim: Yes. That's a little more complicated. I don't think it is VR's job to enforce professional relationships between the service providers, assuming that is what is going on. Also, if there was a problem with the first client, Becky, at Vegoni's, Glenbrooke's job coach or staff should have known about it. The fact that they didn't suggests there was a problem somewhere in the relationship between the employer, the client, and Glenbrooke. I don't think that is necessarily our problem either, unless it becomes a pattern of problems for several clients.
Lillian: So you don't think we should take any particular action right now?
Kim: Right. There aren't any rules that say that once a provider like Glenbrooke has a relationship with a business then no other provider can place clients there as well. Out of professional courtesy you would hope that the providers don't step on each other toes this way, but that is their business. Their job is to find appropriate employment in integrated settings for our clients, and they have not violated that.
Lillian: What happens if Becky, the other client, looses her job?
Kim: If the employer isn't happy with her performance, then that needs to be addressed by the client and her job coach. Satisfying your employer is part of everyone's job, and sometimes we get fired, which is also part of having a real job. The service provider, and possibly VR, will need to help the client deal with whatever issues might be getting the way of stable employment for her. But that should be a separate issue from Tony and how well he is doing his job. Even if Tony and Becky are doing the same basic tasks, each of them has a job to do. We should probably monitor the situation and make sure that Becky gets any supports or advocacy with the employer that she needs, but for right now I don't see that we need to do anything.
Lillian: OK. So you think we should just let it ride and see how things develop?
Kim: I don't think that we have any reason to do anything else right now.
Lillian: All right. Then I'll get back with Megan at Glenbrooke about it and explain. Thanks Kim.
Kim: Sure. This is kind of a confusing situation, but I think it will probably sort itself out in the end. Let me know if something else happens and you feel we need to step in between the two agencies.
Lillian: OK. Good bye.
Kim: Good bye.
Name of Client: Tony Boyd
Person Contacted: Kim Graner -Regional manager Central Office
Contact Made: phone
Date/Time of Contact: 1/22/98 3:55
Kim received my messages, and stated Medallion could do this, but there should be some type of common respect between providers when they are working in the same business. But there is no rule that states only one provider can be in a business.
Monitor the services being provided
Signed: Lillian Thoms, Senior Counselor
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