CQL | The Council on Quality and Leadership

Webinar: The Art of Purposeful Conversation Using the POMs

In a Personal Outcome Measures® (POMs) interview, 21 indicators are used to understand the presence, importance, and achievement of outcomes involving choice, health, safety, social capital, relationships, rights, goals, dreams, employment, and more. The POMs are a great tool for learning about people. There are lots of suggested questions in the Personal Outcome Measures® manual, but really gathering information about what really matters to the person is an art. As you gain experience, you will be less reliant on those scripted questions and more on your own quest for information.

In this webinar, we will share with you some tried and true techniques for talking with people. Recognizing that interviewing people with ID/DD sometimes presents challenges, we will share helpful methods for listening to the spoken word, the person’s body language, and even to what isn’t said. We will also discuss gathering information when people don’t respond with words.





You Will Learn About:

  • Overview of Personal Outcome Measures®
  • Techniques for talking with people
  • Methods for listening to the spoken word 
  • Approaches to understanding body language
  • Ways to gather information from those who don't respond with words


Michael Clausen | CQL Quality Enhancement Specialist

CQL's Michael ClausenMichael Clausen is a Quality Enhancement Specialist for CQL | The Council on Quality and Leadership.

Michael has been working to improve the quality of services for people with Developmental Disabilities since 2002. His experience includes Direct Support, Case Management, Quality Enhancement, Compliance, Staff Development, Community Outreach, and supporting people with mental health diagnosis and forensic backgrounds.

Michael worked for organizations in New York State that were among the first to be accredited by CQL. He has created data and monitoring systems which utilize POMs and Basic Assurances® in conjunction with other quality metrics in order to facilitate organizational change. He has been at the forefront of assisting organizations to adapt to new initiatives, and has led efforts in his community to provide more opportunity for people with disabilities.

Michael has a Bachelor of Arts from the State University of New York, with extensive research on the societal impact of deinstitutionalization.



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