Post on 14-Apr-2018
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??Research questions
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Is compassion fatigue a significant organisationalhealth problem for the RSPCA?What are the factors which are risks andopportunities for organisational health at theRSPCA?What are the suggestions for improvement bystaff?What is the proposed approach to compassionfatigue?What are the next steps?
What is compassion fatigue?
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’Source: Figley and Roop p11
Compassion fatigue is exhaustion dueto compassion stress…..Compassionstress is the demand to becompassionate and effective in helping.Animal care professionals experiencecompassion fatigue when they aretraumatised by trying to help.
Mechanisms for compassion fatigue- PTSD
Being a primary trauma survivor – eg carcrashExperiencing trauma second-hand(secondary traumatic stress reactions) – egcarers witnessing suffering in animalsHaving experienced trauma previously,then witnessing trauma to others, eganimals, which provokes awareness ofcarers previous trauma
Compassion fatigue paradoxes
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Exposure to the suffering, together with effectiveempathetic ability and concern for the suffering,are the necessary ingredients ….to provide thenecessary empathetic response, given the rightkind and amount of training and supervision
Care/euthanasia paradox
Animal carers experience both high levels ofcompassion satisfaction and compassion fatiguesimultaneously – ‘book end picture’
Definition of client - ? Animal, ? Owner, ? Otherperson
Important symptoms of compassionfatigue
Pre-occupation (intrusive thoughts) withimages of animals suffering; dreaming
Hypervigilance – can’t sleep, can’tconcentrate, hyperaroused, startle effect,
Avoidance of situations which may remindthem of trauma
Numbness, negative attitude to people
Physical fatigue
Irritability, crying spells
What to look out for in the workplace
Poor motivation
Workplace dread
Sense of alienation
Aggression
Health problems – headaches,backaches, mental health problemsincluding substance abuse, others
Source: Figley and Roop, p 20
Risk factors for compassion fatigueWorkplace
Prolonged exposure to suffering – long working hours, lackof work/life balanceUnsupportive work environmentPeople who work in animal shelters but do not performeuthanasia are at risk of compassion fatigue associatedwith euthanasia, as well as those who perform euthanasia
Previous physical and mental trauma whichis unresolved leading to traumatic memoriesand other psychological symptomsLife demands
Individual
Protective factors for compassionfatigue
Source: Figley and Roop p 10
Compassion satisfaction
Supportive work environment
‘Sentiment arising from one who derivespleasures from helping, likes colleagues, andfeels good about [his or her] ability to help andmaking contributions’
‘In the context of work, compassion stress is afunction of the general morale andsupportiveness of fellow workers, especiallythe supervisor and administration’‘Sense of trust, optimism, and mutual supportamong and between staff members’
Source: Figley and Roop p 48
Organisational health model for compassionsatisfaction and fatigue in animal shelters
Hours of exposure to suffering of animals
Supportiveness of work environment
Traumatic memories
Non-work stressors
Productivity
Turnover
Individualfactors
Prolongedexposure
Compassionsatisfaction
Compassiondistress
Mental andphysical illness
Compassionfatigue
Organisationalimpact
Primary prevention strategiesfor compassion fatigue
Figley and Roop have neglected primary prevention,their approach has a strong focus on secondary
prevention (early detection and provision of support)
However 1 citation, referring to research on psychotherapists:
Peer supportSupervision and consultationTrainingPersonal therapyWork/life balanceClear limits and boundaries with clients
Source: Hollingsworth 1993
Compassion satisfaction and fatigue survey
Standards for self care
Compassion fatigue workshops
Handouts on individual stress management
Peer support programSource: Figley and Roop
Secondary prevention strategiesfor compassion fatigue
??Analysis of sick leave, turnover andproductivity data
? Compassion satisfaction andfatigue survey
Based on qualitative research highlylikely, but need more data:
Is compassion fatigue a significantorganisational problem for the RSPCA
Total days sick by yearfor permanent staff
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115143.5
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Total Days
2004 2005 2006
YearYeYeY ar
Is compassion fatigue a significantorganisational problem for the RSPCA
AVERAGE NUMBER OF SICK DAYS TAKEN PER PERSON PER DEPARTMENT2006
0.50
5.80
7.83
2.002.33
4.19
2.703.00
2.50
4.63
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1.00
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Admin F/Raising C/Centre D/Obed Retail Insp Vets HR Edu Shelters
Is compassion fatigue a significant organisational problem for the RSPCA
Is compassion fatigue a significant organisational problem for the RSPCA
Animal attendants > than vets andinspectorsCasual > permanent
From qualitative research, reportingof symptoms:
? Absenteeism > in animal attendantsStaff turnover around 30%
From qualitative research
From qualitative research, reporting
? Absenteeism > in animal attendants??Is compassion fatigue a significant
organisational problem for the RSPCA
What is compassion satisfaction like inthe RSPCA
??In all focus groups overall strongsatisfaction with jobs, with only1 or 2 exceptions
Is compassion fatigue a significantorganisational problem for the RSPCA
What staff like most about working at RSPCAInteraction with animalsSuccess in helping animals
‘I am lucky enough to have powers. I can remove(the animal), if not I can educate the owner’
Meeting challenges, variety, learning –‘different everyday’‘Being part of a team’
‘making a difference, making the world a betterplace for animals’‘help find new homes’
Euthanasia – ‘making (unfavourable) decisions inbehavioural assessment’Seeing animal crueltyBeing the end of the line ‘clean up place for the community’Owners – ‘not understanding what people do’Frustration at lack of success – ‘banging your head againsta brick wall’Physical environment – heat, rainLimited resources – lack of diagnostic equipment, state ofpensAbuse
What staff like least about working at RSPCA
Is compassion fatigue a significantorganisational problem for the RSPCA
What are the factors which are risks andopportunities for organisational health?
Factors outside workplace
Role ambiguity – care/euthanasia paradox
What are the factors which are risks andopportunities for organisational health?
Way work is organised
Job security
Workload
Job control
Scheduling
Job content
Social environment
Physical environment
--, inspectors only, other staff +++
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+++/,mitigated by care/euthanasia paradox
Rating of +++ is max positive impact - - - is max negative impact
Based on workplace inspection and focus groups
What are the factors which are risks andopportunities for organisational health?
Way people are managedRole clarity, feedback
Relationships
Senior managers
Peers
Clients
Change
Opportunity for learningand development
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Rating of +++ is max positive impact - - - is max negative impact
Current situation: strengths in relationto compassion satisfaction and fatigue
Management recognised issue and understands need to addressprimary prevention as well as secondary preventionSome good ideas on working smarterNew centre well positioned with staff as an opportunity to change theway the RSPCA works – effective change managementNew centre will address issues related to physical environmentStaff have a clear and shared vision of the bigger problem in thecommunity – understand why they are undertaking euthanasiaStaff feel empowered in their work – multiskilling has been successfulWork on strategy to improve customer service has begunWork with TAFE to formalise training begunWork to improve selection selection process begunThere is a basis on which to build counselling and support – HRmanager, employee assistance program
Current situation: challenges in relationto compassion satisfaction and fatigue
Workload and scheduling, especially for casuals‘You might work 6,7,8 days with 1 day off’‘No life, you can’t plan’, ‘OK if you fit your life round the roster’Trust – RSPCA is moving from a culture which had a focus on animals to aculture with a focus on people as well. Trust needs to be built further, developinga compassion satisfaction and fatigue program could assist this
‘To a certain extent’, ‘At times’‘There are time constraints’‘She’s my manager…it’s a line I don’t cross’‘Not everyone is approachable’
Stigma associated with not coping‘We have to be tough to work here’‘They will take us away from the animals’‘A casual person would have to be concerned about their hours beingdropped. A full time person would have to think about the way they wouldbe treated. Might get an attitude’
Inspector isolation and safety
Do you feel supported by your manager?
Suggestions for improvementPrimary prevention – managers
Celebrate wins moreContinue to improve orientation/inductionConsider making some casuals permanent P/T
Plan for animal welfare in partnership with other animal welfareorganisations, with the aim of reducing the pressure on RSPCA inthe longer term
Advocacy for legislation for desexingcatsEnhancing prevention/education function in newcampusWorkingsmarterVirtual shelter
Seize to propertyImprove customer service at reception/provide supportand so reduce surrenders
Suggestions for improvement
Prevent cruelty – supportive of greater effort inpreventionMore staffMore resourcesCasual staff – ‘2 days off in a row’
Primary prevention – animal attendants
More staff – discussed volunteer inspectors, notedthis had not worked previously, but seemed ready toconsider againTwo up teamsImproved communications – GPS not working, oftenout of range of mobile phonesGreater opportunity for discussion, debriefing
Suggestions for improvement
Primary prevention – inspectors
Reducing intake – ‘No, the thought of turning animalsaway would add a lot of stress’Consider process for decision-making on euthanasia isoptimal and greatly improved – consider sharedresponsibility between vets and animal attendants to begood, consider guidelines to be appropriate and like theflexibilityExtending multiskilling – Permanents wary, casualswould like a few (at least 2) consecutive days in eachsectionAdditional training – Induction ‘maybe a bit more’, wouldlike formal quals to supplement on the job training
Suggestions for improvement
Primary prevention – attitude of animal carers tosome ideas
Workshops and trainingQualified person on site (for support)
Suggestions for improvement
Secondary prevention - managers
‘Easy access to a counsellor’, ‘anonymity’Peer support program
Suggestions for improvement
Secondary prevention – animal carers
Proposal
Building on initiatives already commenced, andtaking a participative approach, HR manager tolead the development of a compassionsatisfaction program. The nature of theagenda (addressing an issue of fundamentalconcern to staff) and a joint management, staffapproach to development and implementationshould further build trust. In developing theprogram the potential to extend to other Statesshould be kept in mind.
ProposalPrimary prevention
Academy of Traumatology Standards a starting pointOrganisational and individual responsibilitiesInclude commitment to a reasonable workload, and creating supportive workenvironmentOnce policy is in draft form, run joint management, animal carer workshops,including baseline survey, see below
Compassion satisfaction policy
Smarter working programStart with a workshop to brainstorm ideas and plan actionHave a program of demonstration projects, eg virtual shelter, seizing toproperty, reducing surrenders at front counter, redefining role of RSPCA inpartnership with other orgs, advocacy for legislationShare information, progress etc on websiteRun staff suggestion box on above website (continuous improvement program)– focus on action and reward/recognition for suggestions
Local celebrate wins initiative – significant opportunity for staff to determine howbest to do thisContinue to involve staff as much as possible in design of enhancedadvocacy/prevention/education strategy – this involvement alone will add a furtherpositive dimension to their workDo compassion satisfaction and fatigue survey regularly (say annually). Includeresults as KPI for senior managers
Peer support program to bridge to EAPEnhance induction/orientation training
Proposal
Secondary prevention