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Mastering The Art of Long Term Care Social Work Practice In Maryland: Module 4: Effective Management of Difficult Families in the Long Term Care Setting
Length: 2 Hours 3 minutes


In this final module, you will better understand the complexities of:

  • Why families and residents in the nursing home can be difficult
  • How to maintain empathy when we don’t enjoy working with a family or resident
  • Why it’s so important to look out for and manage countertransference
  • How to de-escalate difficult families and residents

Content Level: Beginner

Date of Original Program: 4/9/2021

Joanna Frankel

Joanna Frankel is a graduate of Towson University with her Bachelors in both Psychology and Gerontology. Following, Joanna obtained her MSW from the University of Maryland School of Social Work with a clinical concentration and a focus in Aging. Since, Joanna has been working in the long-term care setting for over 15 years. Her experience includes directing the social work department in a 205-bed facility, with clients who have a variety of mental health issues, long term care needs, at end of life, on dialysis and who are ventilator dependent.  Additionally, Joanna is passionate about and has expertise in dementia, advance directives/end of life and mental health issues in the elderly. Furthermore, she has spent the last 10 years consulting in several nursing homes, educating social workers on the proper practices of long-term care while providing clinical supervision. Joanna has always educated interdisciplinary teams, patients and families on various topics on aging. When Joanna isn’t working, you can find her playing ball with her husband and 2 boys or at the nearest sushi restaurant.

Stephanie Goldstein

Stephanie Goldstein, BSW, LBSW, has been in healthcare for more than 15 years.  Her experience includes both working directly with patients and as a manager in mental health and long term care. She is passionate about educating patients and families on options while promoting self-determination for those with complex physical, cognitive or mental health diagnoses.  A frequent guest lecturer for Johns Hopkins University’s Certificate on Aging program, she also loves teaching professionals about best practices in working with older generations. 


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