ACC Communication & Stakeholder Relations 3 — Questions and Answers
Question 1: A new resident's family insists the resident should not participate in any religious activities. The activity consultant should FIRST:
- Override the family request to protect resident autonomy
- Document the family's preference and discuss resident's own wishes privately (Correct answer)
- Exclude the resident from all spiritual programming permanently
- Refer the matter to legal counsel
Correct answer: Document the family's preference and discuss resident's own wishes privately
Documenting family preferences while separately exploring the resident's personal wishes respects both family concerns and resident autonomy.
Question 2: Which approach BEST supports effective communication with a resident who has aphasia?
- Ask rapid yes/no questions to save time
- Use picture boards, simple questions, and allow extra response time (Correct answer)
- Speak only to family members on the resident's behalf
- Avoid communication attempts to prevent frustration
Correct answer: Use picture boards, simple questions, and allow extra response time
Augmentative communication tools combined with patience help residents with aphasia express preferences meaningfully.
Question 3: An activity consultant notices a CNA frequently dismisses residents during activity transitions. The BEST course of action is to:
- Confront the CNA loudly in front of residents
- Document observations and address concerns with the charge nurse privately (Correct answer)
- Ignore the behavior if residents do not complain
- Transfer the activity to a different wing
Correct answer: Document observations and address concerns with the charge nurse privately
Reporting observations through proper professional channels protects residents while maintaining workplace respect.
Question 4: Before implementing a new activity program, the activity consultant should FIRST:
- Order all necessary supplies
- Assess resident interests and gather stakeholder input from staff and families (Correct answer)
- Schedule the program on the monthly calendar
- Obtain administrator approval without resident input
Correct answer: Assess resident interests and gather stakeholder input from staff and families
Gathering resident interest and stakeholder input ensures programs are relevant, supported, and more likely to succeed.
Question 5: When presenting activity outcomes to administration, the MOST persuasive communication strategy is to:
- Use anecdotal stories only
- Combine quantitative participation data with qualitative resident outcomes (Correct answer)
- Focus solely on budget expenditures
- Present a list of activities without context
Correct answer: Combine quantitative participation data with qualitative resident outcomes
Blending data with narrative outcomes demonstrates both program value and direct resident impact to decision-makers.
Question 6: A resident's family sends a formal complaint letter about perceived lack of individualized programming. The MOST appropriate initial response is to:
- Respond defensively listing all current programs
- Acknowledge the concern, review the resident's care plan, and schedule a meeting (Correct answer)
- Forward the letter to legal and take no further action
- Post a general response on the family bulletin board
Correct answer: Acknowledge the concern, review the resident's care plan, and schedule a meeting
Acknowledging the complaint, reviewing the care plan, and scheduling a meeting demonstrates responsiveness and commitment to individualized care.
Question 7: Which situation MOST requires the activity consultant to make a mandatory report to the state?
- A resident falls asleep during an activity
- A resident discloses that a staff member struck them (Correct answer)
- A resident refuses a scheduled group outing
- A family member argues about visiting hours
Correct answer: A resident discloses that a staff member struck them
Disclosure of physical abuse by a staff member triggers mandatory reporting obligations under elder abuse laws.
ACC Communication & Stakeholder Relations 3
A new resident's family insists the resident should not participate in any religious activities.
The activity consultant should FIRST: