Advance Directives FG

The National Insurance Providers Network
Presents:
Working with Clients and

Advance Directives
A vILT
Facilitator’s Guide
Susan Darcy
Laughing Badger LLC
www.susandarcy.com
e: sdarcytx2@gmail.com
Working with Clients and ADVANCE DIRECTIVES
A vILT Facilitator’s Guide
Producer: Pre-work • Ensure all Resource slide links work (slide #43)
• Ensure breakout room activities are set up and ready (slide #37)
• It is recommended that you complete the SurveyMonkey Values and Priorities activity yourself prior to the course.
• Ensure SurveyMonkey activity is set up and ready, especially being able to access the composite score after all
participants have completed it. This will aid discussion and set up the break-out room activity that follows it.
• Be prepared to tally answers from the chat in the Fact or Fiction activity (slides #7 through #27)
Facilitator Pre-Work: • Familiarize yourself with the clickable animations on slides to present information/content.
• Familiarize yourself with the contest prize- All-Expense Clipper Ship Cruise for Two (slide #4). See NIPN materials provided
by company or website/portal link www.nipn.com/cruise .
• Familiarize yourself with the Fact or Fiction Q & A (slides #7 through #27). The answers are lengthy and will need some
skillful reading/conversational commentary to help the learners fully understand the content. Also, note the activity used
throughout this part to engage the learners and your role in making that happen in an easy, fun way. Be prepared to tally
answers from the chat, too.
• The slides advance on the click.
• Any animations are triggered by the mouse click. There are slides where text comes in based on the mouse click. Be ready.
• It is recommended that you complete the SurveyMonkey Values and Priorities activity yourself prior to the course. This
way you will be better prepared to explain the activity and use your own personal experience to help the learners.
• Note slide #37 and the questions that will be used to ignite thoughtful conversation and reflection in the breakout room
activity.
15
• Note slide # 43 and the pending approval by NIPN regarding a notification system that alerts the insurance rep when their
client logs in or accesses the resources links.
Session #1
Slides Approximate Timing Topic
45 total 80 minutes End-of-Life planning specifically re: Advance Directives—
Ensuring policy holders are aware of the benefits of having an Advance Directive in place for end-of-life planning
and are able to use the insurance provider representative as a resource.
Slide# Slide Image Facilitator Notes Producer Notes

Duration
#1 TIMING: 80 minutes for entire course, 1-2 minutes for this slide Producer:
1-2 mins ▪ Be attentive to
DO: letting people in
▪ Welcome people to the course. Introduce yourself and the Producer from the waiting
to the group. Give folks an idea of the time when the course will room promptly
start, if you are still waiting for people to join, etc.…
SAY: ▪ Help trouble shoot
▪ Hello everyone and Welcome. any device glitches
▪ While we are still waiting for more people to join, this is a good time people may have
to get comfortable and make sure your camera and sound are (audio, camera,
working. etc.)
▪ We’ll begin in just a few minutes.
DO:
15
▪ When you and the producer are ready, announce that the course is
starting. Introduce yourself again and state the title of the course.
SAY:
▪ Alright, we are ready to begin.
▪ Let me introduce myself one more time. I am (name) and I am your
facilitator during this course.
▪ We have a Producer, (name) who will be providing invaluable
technical assistance for us tonight as well. Thank you for that (name).
▪ You are all here for this course on Working with Clients and Advance
Directives.
▪ This course will take about 80 minutes of our time tonight/today and
that is without counting the Quiz which will be done on your own
time at your convenience. I will talk more about that at the end of the
course.
▪ Let’s get started.
[ADVANCE SLIDE]
#2 Timing: 1 minute
1 minute
SAY:
▪ Here is our agenda for the course.
DO:
▪ Read the Agenda
[ADVANCE SLIDE]
15
#3 Timing: 1-2 minutes

1-2
minutes SAY:
▪ You are here because you are the best person for the job. You are an
insurance representative, and you work directly with policy holders
answering questions, pointing the way to the best insurance coverage
for their needs.
DO:
▪ Click to show bullets (x4). Read the bullet items as you make them
appear.
[ADVANCE SLIDE]
#4 Timing: 30 seconds Producer:

30 ▪ Pay attention to the
seconds DO: hands and do a
▪ Read the slide quick tally.
SAY:
▪ Let’s do a quick show of virtual hands if you DO NOT yet have an
advance directive in place.
▪ Okay it looks like about ___#. Now, let’s do a quick raise of hands if
you DO have an advance Directive in place.
▪ Okay, it looks like about__#. Good to know.
[ADVANCE SLIDE]
#5 Timing: 1 minute
1 minute
SAY:
▪ We are going to play a game with the Top 10 ideas about Advance
Directives. And you are going to play along and let us know if you
think the statement is True or False.
15
▪ Here’s how to play. I will show the statement, and everyone will type
the word True or the word False into the chat, BUT DON’T Click Enter
Yet! When I give you the go ahead, then you can click enter and all
the answers will appear in the chat at the same time, so no one gets
swayed by someone else's answer.
▪ Ok. Here we go.
[ADVANCE SLIDE]
#6 Timing: 30 seconds
30
seconds DO:
▪ Read the slide number and question
SAY:
▪ Please type your answer into the chat, but do not hit enter yet.
▪ Ok, if everyone is ready at the count of three hit enter. 1-2-3!
DO:
▪ Repeat the question and tally the answers.
SAY:
▪ Well, let’s see…
[ADVANCE SLIDE]
#7 Timing: 1 minute
1 minute
DO:
▪ Read the slide answer.
SAY:
▪ Let’s try another.
[ADVANCE SLIDE]
15
30
seconds DO:
SAY:
DO:
SAY:
[ADVANCE SLIDE]
#9 Timing: 1 minute
1 minute
DO:
SAY:
[ADVANCE SLIDE]
15

30
seconds DO:
SAY:
DO:
SAY:
[ADVANCE SLIDE]
#11 Timing: 1 minute

1 minute
DO:
SAY:
[ADVANCE SLIDE]

30
seconds DO:
SAY:
DO:
15

SAY:
[ADVANCE SLIDE]

1 minute
DO:
SAY:
[ADVANCE SLIDE]

30
seconds DO:
SAY:
DO:
SAY:
[ADVANCE SLIDE]
15

1 minute
DO:
SAY:
[ADVANCE SLIDE]

30
seconds DO:
SAY:
DO:
SAY:
[ADVANCE SLIDE]

1 minute
DO:
SAY:
[ADVANCE SLIDE]
15

30
seconds DO:
SAY:
DO:
SAY:
[ADVANCE SLIDE]

1 minute
DO:
SAY:
[ADVANCE SLIDE]

30
seconds DO:
SAY:
DO:
15
SAY:
[ADVANCE SLIDE]

1 minute
DO:
SAY:
[ADVANCE SLIDE]
#22 Timing: 2 minutes

2 minutes
DO:
• Click to make the text appear. Read the slide answer. There are 5
items to click and read.
SAY:
• And here are the FIVE Ds.
• Are there any questions about these five Ds? We all understand their
importance in this context?
• Let’s try two more statements.
[ADVANCE SLIDE]
15

30
seconds DO:
SAY:
DO:
SAY:
[ADVANCE SLIDE]

1 minute
DO:
SAY:
▪ Alright. Last one coming up.
[ADVANCE SLIDE]

30
seconds DO:
SAY:
▪ Okay, this is the last one. Please type your answer into the chat, but
do not hit enter yet.
15
DO:
SAY:
[ADVANCE SLIDE]

1 minute
DO:
▪ read slide answer
▪ Comment on the number of people who guessed correctly.
SAY:
▪ Alright. There was a lot of information in that little quiz. I am curious,
could you please use the chat to let me know how much of that was
new to you or whether it was mostly familiar information.
DO:
▪ Comment on the chat responses.
[ADVANCE SLIDE]

1 minute
SAY:
▪ Alright. We have talked about why you are here, what an Advance
Directive IS, and we have just learned a lot about Advance Directives.
▪ Here we are now. Let’s talk about Why an Advance Directive is
important.
▪ Based on what you just learned in the Fact or Fiction activity or based
on what you already know from your own experience, get ready to
open the chat or to unmute and let’s talk.
▪ But first, let’s do a quick review.
15
[ADVANCE SLIDE]

2 minutes
SAY:
▪ We have just been hearing about what an Advance Directive is and
from there it is easy for us to see reasons why having an advance
directive is important.
DO:
▪ Click to make the text appear and read each one as it appears. (3x)
▪ Read the slide. chat comments aloud and comment on them.
SAY:
▪ I am curious if anyone has a thought to share now about additional
reasons, they can think of for why an Advance Directive could be
important.
▪ Please feel free to type it into the chat or raise your virtual hand and
we’ll open the floor to you.
DO:
▪ Read the comments in the chat.
When enough has been said and you feel it is time to move on…
SAY:
▪ As you can see, there are many ways this kind of document can be
important to you and to your loved ones. Well done. Let’s move on.
▪
[ADVANCE SLIDE]
15

4 minutes
SAY:
▪ These are terms you need to know, that you will need to make sure
your clients know as well.
DO:
▪ Click to make each box of text appear. Read each one before moving
on to the next.
SAY:
▪ Any questions? Feel free to unmute and ask.
[ADVANCE SLIDE]

4 minutes
SAY:
▪ Here are more terms to know.
DO:
▪ Click to make each box of text appear. Read each one before moving
on to the next.
SAY:
▪ Any questions about these terms to know? You will need to be able
to talk about these with your clients.
[ADVANCE SLIDE]

4-5
minutes SAY:
▪ Thank you for those who have shared so far. It makes these courses
so much more interesting when everyone participates. I appreciate it,
thank you.
15
▪ There are people we need to set up or implement an Advance

Directive.
DO:
▪ Read the slide.
▪ Click to make each text item appear. There are 6 of ‘em. Read them
as they appear.
SAY:
▪ Are there any questions about the people one needs?
▪ Ok. Let’s move on.
[ADVANCE SLIDE]

1 minute
SAY:
▪ Here we are now. Let’s talk about talking to clients
[ADVANCE SLIDE]

4 minutes SAY:
▪ Ok, this slide looks a little crazy, but stay with me as we walk through
it and follow the arrows. It actually does make sense, you’ll see.
▪ How can we introduce this topic of Advance Directives to our clients?
▪ It’s simple. Just ask “Are you familiar with Advance Directives?”
▪ That is an easy, non-pushy question. So, ask it. “Are you familiar with
Advance Directives?
▪ There two ways this conversation can go. If the client says “YES.”
Then we follow these arrows to the left on the slide.
DO:
▪ Read the bubbles following the arrows.
SAY:
15
▪ If the client, however, says “NO” they are not familiar with Advance
Directives, then we go the other direction.
DO:
▪ Click to reveal each new bubble on the right side (the “No” side).
Read the bubbles as they appear.
SAY:
▪ Remember the point is for you to have this conversation with your
client so they can actually make an Advance Directive and have that
as one more piece of comfort for their end-of-life planning.
▪ There is that Clipper Ship Cruise, too, remember.
SAY:
▪ Are there any comments that anyone would like to add before we
move on?
[ADVANCE SLIDE]
#34 Timing: 3 minutes (total) Producer:

3 minutes ▪ While Moderator is
SAY: introducing the
▪ In order to help your clients, you need to consider these things for activity, navigate to
yourself, too. This will, of course being some authenticity to your the Survey Monkey
conversation. (SM) website and
▪ We have set up an activity for each of us to consider certain aspects login.
of dying and to rate how important those are to us on a scale of 0 to
4. ▪ Click on the preset
▪ Please follow the link provided in chat to complete this survey activity for
SurveyMonkey poll. Values and Priorities
▪ Once you complete the survey and submit it, we will collect them all About Dying and go
and upload the aggregate scores for us to discuss. into presentation
▪ Once you submit, return back here so we can discuss. mode.
▪ You will have about 5 minutes, starting now.
DO:
15
▪ Click the Survey Monkey link to open the site as a reference for ▪ Post a link in chat to
people. <Link to be added to screen so they can click on it the SM page.
[ADVANCE SLIDE] ▪ Switch the screen

from the
PowerPoint
presentation to the
SM page so that
participants can see
it in real time.
▪ Keep track of time

5 minutes
DO:
▪ When the time is up, let people know we are starting again. Give
them a 30 second warning.
SAY:
▪ We are ready to continue, folks, so get ready.
[ADVANCE SLIDE]
#36 Timing: 6 minutes (total) Producer:

6 minutes SAY: ▪ Upload the survey
▪ Okay, everyone. Welcome back. results and show
▪ We will now break into conversation groups where you will discuss them on the screen
this survey you just took on Values and Priorities About Dying. for all to see.
▪ Go to the breakout room for the question you most want to talk
about or hear others talk about. ▪ Do a quick tally and
▪ Designate who will share key points when you return. make a breakout
room for the top 4
15
▪ Once you are in the breakout rooms, start talking about the question or maybe 5 survey
seen here on the right of the slide. questions based on
DO: highest value score
▪ Read the questions on this slide. (4)
▪ Make sure the Producer is ready to launch the breakout rooms
SAY:
▪ Are there any questions about what we are doing? Ok, I will see you ▪ Depending on
back here in 5 minutes. numbers of people,
give the breakout
After Breakout Session- rooms about 3-5
DO: minutes to talk
▪ After the breakout sessions are done, ask each group’s scribe to about the question
present the key points from the conversation. Use the scripted listed on this slide.
sentence below for each group, if needed.
SAY: ▪ Automatically route
▪ Welcome back everyone. I am eager to hear what has arisen for the breakout rooms
people. Would the scribe from group 1 unmute and share the back to the group
thoughts, ideas, issues that your group discussed? session
▪ These have been thoughtful and inspiring comments. Thank you
everyone. Now let’s move to the next part which is….
[ADVANCE SLIDE]

3-5
SAY:
minutes
▪ In many cases talking to family is one of the scariest parts of planning for
End-of-Life. Of course, we must do it anyway. Here are some reasons why
talking to family about Advance Directives is a good and helpful thing.
DO:
▪ use the click to animate each reason (there are 6 total)
▪ Read each one aloud when it enters the slide.
15
▪ Talk thoroughly about each before bringing the next one onto the
screen/slide. Use the Scripted notes below for each bullet item, if needed
SAY:
[#1]
• No matter what your advance directive says, others will not fully understand
your wishes. The more you talk about it, the better their understanding
becomes.
[#2]
• This is so true in many aspects of our lives. When we have to answer
questions about something, we realize where our gaps of knowledge or
maybe even misunderstandings are.
[#3]
• Your loved ones will be grateful for all the times you talked about your end-
of-life wishes when it comes to the moment when they have to make a
decision on your behalf. If they are confident in knowing what you want,
if there is clarity and no family members are second-guessing your
wishes, or bickering about what to do, you will have given them the last
great gift…no guilt. They can be comforted in some small way by knowing
the decision is what you wanted….because you talked to them about it
every Thanksgiving.
[#4]
• Regardless of how bringing up money issues when talking about death
makes us feel, the fact remains that it matters and in this country in
particular it can be shockingly expensive to die. Adding on top of that the
costs of treatments that seem heroic in the moment, but simply are
unnecessary and do not promise much of anything, well, we can avoid
that.
[#5]
• If we have made the decision while we are alive and well, then our loved
one’s do not have to have any guilt when the time comes. They can be
free of that.
[#6]
• It is possible. Talking about all these things can bring people together, even
if their togetherness is filled with anticipated grief, or family dysfunction,
or simply fear of death. Talking about it can help make everyone feel a
little braver.
15
SAY:
• This is a good time to put any comments into the chat or to unmute and say
what is on your mind.
DO:
▪ When the chat and comments slow down, move on to the next slide.
[ADVANCE SLIDE]

3 minutes
SAY:
▪ Let’s reflect on these next steps. You will want to use these when
talking to your clients, too. The whole process can be broken down
into these bite-sized steps.
▪ Make sure you ask your client if they mind if you follow up with them
in a few weeks or some time period. Don’t let it go too long, though.
[ADVANCE SLIDE]

1 minute
SAY:
▪ Let’s talk about Following-up with our clients.
[ADVANCE SLIDE]
15

3 minutes SAY:
▪ Following up with clients is key.
DO:
▪ Click to reveal text.
▪ Read the slide
SAY: (After the third bullet item)

▪ Of course, change the timeframe in which you want to follow up with
them to what you think is doable for you.
[ADVANCE SLIDE]

1 minute
SAY:
▪ Our last section is the resources available to you and to the clients.
[ADVANCE SLIDE]

3 minutes
SAY:
▪ Here are the resources and the links.
▪ They are also available on the NIPN website.
▪ You will receive a copy of this presentation, too.
DO:
▪ Read the slide/document titles
▪ Describe the notification system (TBD by NIPN)
▪ Click on each link to shoe the participants the actual documents
there.
SAY:
15
▪ Are there any questions about how to access these documents and
make them available to your clients?
[ADVANCE SLIDE]

3-5
minutes SAY:
▪ Let’s review. Here are the things you can do now.
DO:
▪ Read the slide numbered items
SAY:
▪ This is the time to ask any questions.
▪ Let’s open the chat or unmute your mic to ask questions or get
clarification on anything.
[ADVANCE SLIDE]
#44 TIMING: 1min closing and no longer than 5 minutes lingering.

1-5
minutes SAY:
▪ Alright, you have just finished this course on Working with Clients and
Advance Directives, presented to you by the National Insurance
Providers Network.
▪ I am (name) and I have been your facilitator for this course,
▪ Our fabulous Producer has been (name).
▪ We will be here for a few more minutes if there are any last questions
you may have.
▪ Otherwise, thank you all for coming and for participating so actively.
▪ Goodbye and Good luck!
▪ And maybe…Bon Voyage! To some of you!
15
DO:
▪ Answer any questions and end the session when no one is left.
15

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The National Insurance Providers Network

Working with Clients and

Slide# Slide Image Facilitator Notes Producer Notes

#3 Timing: 1-2 minutes

#4 Timing: 30 seconds Producer:

#10 Timing: 30 seconds

#11 Timing: 1 minute

#12 Timing: 30 seconds

▪ Repeat the question and tally the answers.

#13 Timing: 1 minute

#14 Timing: 30 seconds

#15 Timing: 1 minute

#16 Timing: 30 seconds

#17 Timing: 1 minute

#18 Timing: 30 seconds

#19 Timing: 1 minute

#20 Timing: 30 seconds

#21 Timing: 1 minute

#22 Timing: 2 minutes

#23 Timing: 30 seconds

#24 Timing: 1 minute

#25 Timing: 30 seconds

#26 Timing: 1 minute

#27 Timing: 1 minute

#28 Timing: 2 minutes

#29 Timing: 4 minutes

#30 Timing: 4 minutes

#31 Timing: 4-5 minutes

▪ There are people we need to set up or implement an Advance

#32 Timing: 1 minute

#33 Timing: 4 minutes

#34 Timing: 3 minutes (total) Producer:

[ADVANCE SLIDE] ▪ Switch the screen

▪ Keep track of time

#35 Timing: 5 minutes

#36 Timing: 6 minutes (total) Producer:

#37 Timing: 3-5 minutes

#38 Timing: 3 minutes

#39 Timing: 1 minute

#40 Timing: 3 minutes

SAY: (After the third bullet item)

#41 Timing: 1 minute

#42 Timing: 3 minutes

#43 Timing: 3-5 minutes

#44 TIMING: 1min closing and no longer than 5 minutes lingering.

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