Who should take this course?

This course is designed for Michigan Adult Foster Care (AFC) owners, administrators, and direct care staff who want to strengthen their customer service skills with residents, families, payers, and referral sources while earning CEU credit.

What will I learn in this course?

You will learn how your attitude, communication style, and consistency directly shape how residents and families view your AFC home. The course covers listening skills, dealing with complaints, managing boundaries, maintaining professionalism under stress, and representing your program with dignity.

Is this a Michigan-approved CEU for Adult Foster Care?

Yes. This course is part of Direct Care Training & Resource Center, Inc.’s Michigan Adult Foster Care CEU catalog and is designed to help meet ongoing training expectations for AFC licensees and staff.

Will I receive a certificate of completion?

Yes. After you successfully complete all lessons and any required quizzes, you can download a certificate of completion to keep in your personnel and licensing compliance files.

INDIANA INSERVICE FOR ADULT FAMILY CARE HOME STAFF - DC – 1013 How Your Understanding of Customer Service Impacts Your Success as a Direct Care Worker

Buy $25.00

Course curriculum

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DC – 1013 How Your Understanding of Customer Service Impacts Your Success as a Direct Care Worker
- Instructor Outline for Inservice DC - 1013
- DC - 1013 Attendance Acknowledgement

Customer Service Mindset in AFC

Understand why residents, families, case managers, and referral sources are your “customers” and how your daily choices either build confidence in your home or quietly damage it.

Communication that Builds Trust

Practice practical communication habits for direct care workers: listening without defensiveness, explaining care decisions clearly, and keeping your tone respectful in stressful moments.

Handling Complaints & Concerns

Learn step-by-step approaches for responding to complaints, resolving small issues before they grow, and documenting your efforts in ways that support Michigan AFC compliance.

Representing Your Home Professionally

See how punctuality, appearance, body language, and follow-through influence how licensing consultants, payers, and families view your entire Adult Foster Care program.

What You’ll Gain

A customer service mindset tailored to Adult Foster Care residents, families, and community partners.
Practical communication strategies that help prevent misunderstandings and reduce conflict in the home.
Confidence in handling complaints and difficult conversations while protecting your home’s reputation.
Improved professionalism that supports licensing expectations and ongoing Michigan AFC CEU requirements.
A certificate of completion you can place in personnel files as proof of staff training.

Start Learning

Strong customer service is not just “nice to have” in Adult Foster Care — it is central to safety, stability, and long-term occupancy. This focused CEU offering from Direct Care Training & Resource Center, Inc. helps every team member contribute.