Enhancing Consumer Services

Isabella sitting and talking with an assessorConsumer Voice

Whenever possible use the consumer’s actual words when identifying status, functional descriptions and the link to the mental illness. There is no need to continuously use the terms “consumer states “or “consumer reports”.  Instead use quotation marks to indicate the consumer input.  A series of carefully crafted non-judgmental questions can help solicit consumer perception, perspective and voice.

Document any discrepancies or differences in perception between the assessor and the consumer. 

It is important to remember that functional assessment is about describing measurable and observable behaviors, activities and performances rather than internal processing, insight or motivation.