Increasing Staff Performance for Recovery A Training for Supervisors and Administrators February...

Increasing Staff Increasing Staff Performance for RecoveryPerformance for Recovery

A Training for Supervisors and A Training for Supervisors and AdministratorsAdministrators

February 18-19, 2008February 18-19, 2008Atlanta, GeorgiaAtlanta, Georgia

WLT Consulting © 2007WLT Consulting © 2007


Learning Objectives: By the end of the Learning Objectives: By the end of the sessions, participants will be able to:sessions, participants will be able to:

define supervision based on exploration of traditional define supervision based on exploration of traditional definitions and current job requirementsdefinitions and current job requirements

list characteristics of supervision which increase staff list characteristics of supervision which increase staff performance for consumer recoveryperformance for consumer recovery

define the difference between clinical supervision and define the difference between clinical supervision and supervision for organizational requisitessupervision for organizational requisites

explain the importance of supervision and coaching to explain the importance of supervision and coaching to consumer recoveryconsumer recovery

demonstrate supervisory and coaching techniques related demonstrate supervisory and coaching techniques related to Recovery Management Plan steps and issues identified to Recovery Management Plan steps and issues identified from current practicefrom current practice

determine environmental, administrative, and supervisory determine environmental, administrative, and supervisory practices and policies that facilitate consumer recoverypractices and policies that facilitate consumer recovery

develop an action plan for instituting one of these changesdevelop an action plan for instituting one of these changes


AGENDA AGENDA Day OneDay One

Defining the meaning and expectations of Defining the meaning and expectations of SupervisionSupervision

Overview of RecoveryOverview of Recovery Roles in Facilitating Consumer RecoveryRoles in Facilitating Consumer Recovery Consumer Role in Facilitating Consumer Consumer Role in Facilitating Consumer

RecoveryRecovery Helper Role in Facilitating Consumer RecoveryHelper Role in Facilitating Consumer Recovery Overview of Recovery Model Process StepsOverview of Recovery Model Process Steps Supervisor Role in Facilitating Consumer Supervisor Role in Facilitating Consumer

RecoveryRecovery


AGENDA AGENDA Day TwoDay Two

Supervisor Competencies for RecoverySupervisor Competencies for Recovery Role Model, Coach, and Mentor SkillsRole Model, Coach, and Mentor Skills Supervising in the Facilitating Recovery Supervising in the Facilitating Recovery

ModeMode Community and System Role in Facilitating Community and System Role in Facilitating

Consumer RecoveryConsumer Recovery CARRS: A Recovery ReadinessCARRS: A Recovery Readiness Managing Up; The Partnership between Managing Up; The Partnership between

Supervision and AdministrationSupervision and Administration Review and CertificateReview and Certificate


Supervision…Supervision…

to watch over an activity or task being to watch over an activity or task being carried out by somebody and ensure that carried out by somebody and ensure that it is performed correctlyit is performed correctly

to be in charge of a group of people to be in charge of a group of people engaged in an activity or task engaged in an activity or task

to be responsible for the direction and to be responsible for the direction and

oversight of others and of their oversight of others and of their performanceperformance


Your Definition….Your Definition….

Personal philosophy or personalityPersonal philosophy or personality

Agency expectationAgency expectation

Staff expectationStaff expectation


Areas of SupervisionAreas of Supervision

ClinicalClinical Staff skills, Staff skills,

knowledgeknowledge Relationship and Relationship and

interaction with interaction with consumersconsumers

Attainment of Attainment of Recovery GoalsRecovery Goals

Performance of best Performance of best practices and practices and methodsmethods

OTHERS…OTHERS…

Organizational Organizational Performance Eval.Performance Eval. ProductivityProductivity PaperworkPaperwork TimeTime

FinancialFinancial

Discussion Question:Discussion Question: How do you start conversation with How do you start conversation with

staff about their role in assisting staff about their role in assisting consumers’ Recovery?consumers’ Recovery?

How do you begin changing How do you begin changing practices in your agency?practices in your agency?

What has worked? What hasn’t?What has worked? What hasn’t? Role play: individual supervision & Role play: individual supervision &

group supervision situationsgroup supervision situations



What is Recovery?What is Recovery? Recovery refers to the process in which Recovery refers to the process in which

people are able to live, work, learn, and people are able to live, work, learn, and participate fully in their communityparticipate fully in their community..

For some individuals, recovery is the ability For some individuals, recovery is the ability to live a fulfilling and productive life despite to live a fulfilling and productive life despite a disability. a disability.

For others, recovery implies the reduction For others, recovery implies the reduction or complete remission of symptoms. or complete remission of symptoms. Science has shown that having hope plays Science has shown that having hope plays an integral role in an individual’s recovery.an integral role in an individual’s recovery.

(President’s New Freedom Commission on Mental Health, 2003)(President’s New Freedom Commission on Mental Health, 2003)

Role of Clinician, Consumer Role of Clinician, Consumer and Community for and Community for RecoveryRecovery RecoveryRecovery is what the is what the consumerconsumer does does

Facilitating recovery Facilitating recovery is what the is what the helperhelper does does

Facilitating staff competencies Facilitating staff competencies is what the is what the supervisorsupervisor does does

Supporting recovery Supporting recovery is what the is what the community community and system doesand system does

WLT Consulting © 2007


Recovery is what the consumer does


Recovery is about ….Recovery is about ….

Forming relationships with people; not just making diagnosisForming relationships with people; not just making diagnosis

Helping them rebuild their lives; not just treating symptomsHelping them rebuild their lives; not just treating symptoms

Working along side someone; not just doing treatment to themWorking along side someone; not just doing treatment to them

Treating people like they’re capable of self-direction and growth; not like Treating people like they’re capable of self-direction and growth; not like incapacitated patientsincapacitated patients

Forming real emotional relationships; not artificial treatment relationshipsForming real emotional relationships; not artificial treatment relationships

Hope, empowerment, self-responsibility, respect, community integration, and Hope, empowerment, self-responsibility, respect, community integration, and fighting stigma.fighting stigma.

ITS EXCITING STUFF!!!!!ITS EXCITING STUFF!!!!!

Mark Ragins, MDMark Ragins, MD

Recovery Environments Recovery Environments Need to Offer:Need to Offer: HopeHope

Self DeterminationSelf Determination

Individualized ApproachesIndividualized Approaches

Focus on StrengthFocus on Strength

Darlene Karpaski © 2006 WLT Consulting © 2007

Strategies that empower:Strategies that empower:

EncouragementEncouragement MentoringMentoring PlanningPlanning OwnershipOwnership WellnessWellness ExpectationsExpectations RespectRespect

Blake & Register-Joyner 2007Blake & Register-Joyner 2007 WLT Consulting © 2007WLT Consulting © 2007

Recovery: Tying it all Recovery: Tying it all togethertogether

Allowing the consumer flexibility to:Allowing the consumer flexibility to: Step Up:Step Up:

Build bridges to communityBuild bridges to community Step DownStep Down

Manage the progression of their recovery Manage the progression of their recovery processprocess

Step OutStep OutBecome independent as they are readyBecome independent as they are ready

WLT Consulting © 2007WLT Consulting © 2007Blake & Register-Joyner 2007Blake & Register-Joyner 2007


Core Characteristics and Core Characteristics and Practices of RecoveryPractices of Recovery

For the Person with a Behavioral Health For the Person with a Behavioral Health Disorder, Recovery Means:Disorder, Recovery Means:

The Reawakening of HopeThe Reawakening of Hope Achieving Understanding and AcceptanceAchieving Understanding and Acceptance Engagement and Active Participation in LifeEngagement and Active Participation in Life Active CopingActive Coping Reclaiming a Positive Sense of SelfReclaiming a Positive Sense of Self Developing a Sense of Meaning and PurposeDeveloping a Sense of Meaning and Purpose The Journey is Individual and UniqueThe Journey is Individual and Unique The Journey is Not Accomplished AloneThe Journey is Not Accomplished Alone

Why?Why?

It is the supervisor’s job to get the staff person to It is the supervisor’s job to get the staff person to learn how to partner with consumers and facilitate learn how to partner with consumers and facilitate the recovery processthe recovery process

Since a person can’t be forced or tricked into Since a person can’t be forced or tricked into recovery, only staff persons who recovery, only staff persons who “work with”“work with” rather rather than than “do to”“do to” consumers can facilitate recovery. consumers can facilitate recovery.

A A partnership relationship partnership relationship with a consumer allows with a consumer allows for differences of opinion while eliminating much of for differences of opinion while eliminating much of the conflict that often exists when the staff person’s the conflict that often exists when the staff person’s goals are not the same as the consumer goals.goals are not the same as the consumer goals.


DiscussionDiscussion What Empowering Strategies or What Empowering Strategies or

activities are being implemented in activities are being implemented in your agency?your agency?

EncouragementEncouragement MentoringMentoring PlanningPlanning OwnershipOwnership WellnessWellness ExpectationsExpectations RespectRespect


Three “C's" of Three “C's" of outstanding supervision outstanding supervision

CourageCourage CharacterCharacter ConvictionConviction


CourageCourage

comes from an inner strength which comes from an inner strength which drives an individual to do what must drives an individual to do what must be done. be done.

It does not mean fear is ignored; on It does not mean fear is ignored; on the contrary fear is plainly seen and the contrary fear is plainly seen and acknowledged by the leader as a acknowledged by the leader as a force to be dealt with. force to be dealt with.


Examples of courage exhibited Examples of courage exhibited by the outstanding supervisor by the outstanding supervisor

are:are: Resisting efforts made by your boss Resisting efforts made by your boss

to issue unwarranted discipline to to issue unwarranted discipline to one of your workers when you know one of your workers when you know it is undeservedit is undeserved

Taking a risk based on your faith in Taking a risk based on your faith in your workers to deliver the desired your workers to deliver the desired results.results.


Examples: Examples: Standing with a long-term employee who Standing with a long-term employee who

is experiencing personal problems and is experiencing personal problems and resisting the efforts by others to terminate resisting the efforts by others to terminate him.him.

Taking individual responsibility for an Taking individual responsibility for an unpopular decision and not pass the unpopular decision and not pass the responsibility for the decision onto others.responsibility for the decision onto others.

Taking the blame for failures and giving Taking the blame for failures and giving the credit for success to your team.the credit for success to your team.


CharacterCharacter

"how" the tough decision is carried "how" the tough decision is carried out. out.

the moral and ethical fiber to ensure the moral and ethical fiber to ensure such decisions are carried out in a such decisions are carried out in a fair, objective manner. fair, objective manner.

Character describes the person Character describes the person themself and is the most crucial and themself and is the most crucial and important of the three C's.important of the three C's.


ConvictionConviction

Courage and character determine Courage and character determine how your decision is made and your how your decision is made and your willingness to make it. willingness to make it.

Conviction is the ability to see it Conviction is the ability to see it through. through.

The true test of any leader is how The true test of any leader is how they behave when the going gets they behave when the going gets roughrough


DiscussionDiscussion

Give examples of situations when you or your supervisor have demonstrated the three “c’s”.

What was the impact on you or your staff?



Facilitating recovery is what the

helper does


Overview Of Recovery Overview Of Recovery Model ProcessModel Process

StepsSteps

Components That Aid Recovery

Clinical Care Peer Support and

Relationships Family Support Work/Meaningful

Activities Spirituality

Access to Resources Elimination of

Stigma/Discrimination

Power & Control Community

Involvement Education



Review Process Steps of Facilitating Review Process Steps of Facilitating Consumer Recovery Through Best Consumer Recovery Through Best

Practice (Consumer focused) Practice (Consumer focused)

1.1. Ranking the Components Ranking the Components

2.2. Selecting where you are in your RecoverySelecting where you are in your Recovery

3.3. Deciding whether to strengthen your Deciding whether to strengthen your current skills or develop new skillscurrent skills or develop new skills

4.4. Selecting your best practice (What do you Selecting your best practice (What do you want to improve about your life)want to improve about your life) Put the best practice in your own language Put the best practice in your own language

THIS IS EQUAL TO THE PERSONS GOAL!!THIS IS EQUAL TO THE PERSONS GOAL!!


5.5. What are the skills and knowledge you will What are the skills and knowledge you will need to make this improvement?need to make this improvement?

What are the action steps you will need What are the action steps you will need to do to achieve this improvement?to do to achieve this improvement?THIS IS EQUAL TO OBJECTIVES!!THIS IS EQUAL TO OBJECTIVES!!

6.6. How will Community Supports be involvedHow will Community Supports be involved7.7. What are the Best Practices that the What are the Best Practices that the

clinician is going to use to help me clinician is going to use to help me (facilitate) in accomplishing these action (facilitate) in accomplishing these action stepssteps


Practices Practices


8.8. Complete the Recovery Management Complete the Recovery Management PlanPlan

9. 9. Did you accomplish what you set out to Did you accomplish what you set out to do? How will we know?do? How will we know?

These Are Personal OutcomesThese Are Personal Outcomes


Practices Practices


Core Characteristics and Core Characteristics and Practices of RecoveryPractices of Recovery

For the Provider of Behavioral Health For the Provider of Behavioral Health Services, Recovery Means:Services, Recovery Means:

Changing Provider AttitudesChanging Provider Attitudes Changing the Approach to service PlanningChanging the Approach to service Planning Changing Service DesignChanging Service Design Changing LanguageChanging Language Changing Physical EnvironmentChanging Physical Environment


Facilitating staff competencies is what

the supervisor does

Supervision as a Tool for Supervision as a Tool for Consumer RecoveryConsumer Recovery To ensure that services are person centeredTo ensure that services are person centered To monitor progress of consumers (overall) as To monitor progress of consumers (overall) as

getting better/positive movements toward recoverygetting better/positive movements toward recovery To monitor that staff have a recovery focus toward To monitor that staff have a recovery focus toward

treatment and not just a maintenance focustreatment and not just a maintenance focus To ensure that the physical environment is recovery To ensure that the physical environment is recovery

focusedfocused To ensure that staff is using language that is To ensure that staff is using language that is

recovery focusedrecovery focused



RecoveryRecovery Steps and Areas of Steps and Areas of SupervisionSupervision

Selecting Best PracticesSelecting Best Practices Supporting Consumer ActionsSupporting Consumer Actions Linking to Credible SupportsLinking to Credible Supports Formulating the RMPFormulating the RMP


Recovery Steps and Areas of Recovery Steps and Areas of Supervision (Supervisor Supervision (Supervisor

focused)focused) Selecting Best PracticesSelecting Best Practices

1.1. Ranking the Components Ranking the Components

2.2. Selecting where the consumer is in RecoverySelecting where the consumer is in Recovery

3.3. Deciding whether to strengthen current skills Deciding whether to strengthen current skills or develop new skillsor develop new skills

4.4. Selecting consumer best practice (What do Selecting consumer best practice (What do you want to improve about your life)you want to improve about your life)

Put the best practice consumer’s own languagePut the best practice consumer’s own language


Recovery Steps and Areas of Recovery Steps and Areas of SupervisionSupervision

Supporting Consumer ActionsSupporting Consumer Actions5.5. What are the skills and knowledge What are the skills and knowledge

consumer will need to make this consumer will need to make this improvement?improvement?

What are the action steps consumer will need to do to What are the action steps consumer will need to do to achieve this improvement? achieve this improvement?

7.7. What are the Best Practices that the What are the Best Practices that the clinician is going to use to assist the clinician is going to use to assist the consumer in accomplishing these action consumer in accomplishing these action stepssteps



Linking to Credible SupportsLinking to Credible Supports

6.6. How will Community Supports be How will Community Supports be involvedinvolved



Formulating the RMPFormulating the RMP

8.8. Complete the Recovery Management Complete the Recovery Management Plan Plan

9.9. Did consumer and clinician accomplish Did consumer and clinician accomplish what they set out to do?what they set out to do?

How will consumer and clinician know? How will consumer and clinician know?

ExerciseExercise

What have been positive experiences What have been positive experiences for staff using the RMP approach?for staff using the RMP approach?

What have been negative What have been negative experiences?experiences?


Day TwoDay Two


ExerciseExercise

Think of your best supervisorThink of your best supervisor

What skills/competencies did they possess?What skills/competencies did they possess?

Of those things, which ones are you doing for Of those things, which ones are you doing for the staff that you supervise? the staff that you supervise?

Make a small commitment—bite sized Make a small commitment—bite sized changechange


Tools (Competencies of Tools (Competencies of Supervision)Supervision) Listening and communication Listening and communication Coaching and role modelingCoaching and role modeling Problem-Solving and direction settingProblem-Solving and direction setting Group facilitationGroup facilitation Community relations and resourcesCommunity relations and resources FlexibleFlexible Knowledgeable and competent Knowledgeable and competent

cliniciansclinicians

Tools (Competencies of Tools (Competencies of Supervision)Supervision)

Respect their supervisees as persons Respect their supervisees as persons and as developing professionaland as developing professional

Sensitive to individual differences (e.g., Sensitive to individual differences (e.g., gender, race, ethnicity) of superviseesgender, race, ethnicity) of supervisees

Comfortable with the authority and Comfortable with the authority and evaluative functions inherent in the evaluative functions inherent in the supervisor rolesupervisor role

Enjoy supervisionEnjoy supervision



committed to helping the supervisee committed to helping the supervisee growgrow

Have a clear sense of their own Have a clear sense of their own strengths and limitations as a strengths and limitations as a supervisorsupervisor

Can identify how their personal traits Can identify how their personal traits and interpersonal style may affect and interpersonal style may affect the conduct of supervision.the conduct of supervision.




Seek ongoing growth as a clinician and Seek ongoing growth as a clinician and supervisor through continuing supervisor through continuing education activities, self-evaluation, education activities, self-evaluation, and feedback from supervisees, and feedback from supervisees, clients, other supervisors, and clients, other supervisors, and colleagues.colleagues.

Have a sense of humor which helps Have a sense of humor which helps both the supervisor and supervisee get both the supervisor and supervisee get through rough spots in their work through rough spots in their work together and achieve a healthy together and achieve a healthy perspective on their work.perspective on their work.

ExerciseExercise

Tools I have Tools I need How to acquire them



In other words……In other words……

LEADERSHIPLEADERSHIP


Characteristics of Good Characteristics of Good LeadersLeaders

Energy. Energy. Leaders exude optimism Leaders exude optimism and determination. They show their and determination. They show their own commitment by working hard own commitment by working hard and setting the pace for others.and setting the pace for others.

Ideas. Ideas. The person with a plan that The person with a plan that benefits the group will quickly have benefits the group will quickly have followers. Leaders come up with followers. Leaders come up with ideas for almost every situation.ideas for almost every situation.


Success. Success. Followers commit themselves Followers commit themselves to leaders if they have confidence in to leaders if they have confidence in their plans and/ or their abilities.their plans and/ or their abilities.

Responsiveness. Responsiveness. Leaders make sure Leaders make sure they know what their followers want and they know what their followers want and think. Leaders quickly conform their think. Leaders quickly conform their plans to take advantage of the group's plans to take advantage of the group's direction.direction.

• • Command. Command. Perseverance in Perseverance in promoting a plan and quickness in promoting a plan and quickness in reacting to challenges are typical reacting to challenges are typical leadership traits. leadership traits.


Leadership Demands Leadership Demands BelievabilityBelievability People must believe in People must believe in you before they will accept your plan you before they will accept your plan or try to work with you to complete a or try to work with you to complete a project.project.


Common fears that deter Common fears that deter leadership leadership

Failure. Failure. A leader who is afraid to A leader who is afraid to fail isn't likely to take the risks that fail isn't likely to take the risks that many leadership decisions require. many leadership decisions require.

Mistakes. Mistakes. if you monitor everything if you monitor everything you say and do, you eventually you say and do, you eventually become tired and overworked. become tired and overworked.


Responsibility. Responsibility. An anxiety-An anxiety-producing aspect of leadership is producing aspect of leadership is being responsible for the outcome of being responsible for the outcome of how well your people perform. how well your people perform.

Winning. Winning. If people sense you are If people sense you are afraid to win, then their motivation afraid to win, then their motivation decreases, too. decreases, too.

Overcoming fears is a major step Overcoming fears is a major step toward getting yourself, and others, toward getting yourself, and others, to recognize your best leadership to recognize your best leadership style.style.



Role Model, Coach, MentorRole Model, Coach, Mentor

Role ModelRole Model refers to a person who refers to a person who fills his or her role as a good or bad fills his or her role as a good or bad example for others. A good example is a example for others. A good example is a positive role model. A bad example is a positive role model. A bad example is a negative role model. The term role negative role model. The term role model on its own often means positive model on its own often means positive role model. A positive role model carries role model. A positive role model carries out a role demonstrating values, ways of out a role demonstrating values, ways of thinking and acting, which are thinking and acting, which are considered good for Recovery. Others considered good for Recovery. Others hopefully will follow the example.hopefully will follow the example.

CoachCoach refers to a person who helps refers to a person who helps train another in a skill or life area train another in a skill or life area such a job performance or such a job performance or communication. Often specific tasks communication. Often specific tasks are assigned by a coach or practice are assigned by a coach or practice session as a means of “teaching” the session as a means of “teaching” the new skill.new skill.


MentorMentor refers to a person who refers to a person who has, usually, accepted the role to has, usually, accepted the role to guide and direct another’s progress guide and direct another’s progress and accomplishments throughout the and accomplishments throughout the course of one’s Recoverycourse of one’s Recovery



Simple Coaching Technique:Simple Coaching Technique:

You discuss and instruct a person on what to do You discuss and instruct a person on what to do and, and, if possible, show them how to do it. if possible, show them how to do it.

Then you ask the person to do the activity and, Then you ask the person to do the activity and, as the coach, you observe them. as the coach, you observe them.

The next step is to have the person critique their The next step is to have the person critique their own performance and own performance and

tell you what they did correctly and what they tell you what they did correctly and what they could improve. could improve.

You also share your observations of what was You also share your observations of what was done correctly and areas for improvement. done correctly and areas for improvement.

Then have the person try the activity again Then have the person try the activity again

Exercise

I want to throw this ball into the waste basket

Coach me on how to do it


ExerciseExercise

A case manager is having difficulty A case manager is having difficulty getting consumers to identify their getting consumers to identify their own goals and state them in the own goals and state them in the consumers’ own words.consumers’ own words.

As their supervisor, Coach them in As their supervisor, Coach them in this approachthis approach


Managing Consumer ProblemsManaging Consumer Problemsvs.vs.

Facilitating Consumer Recovery Facilitating Consumer Recovery

Managing Problems

Facilitating Recovery

• Focus on consumer’s assessed, observed, or verbalized obstacles/barriers

• Supervisor has the answers

• Dependent on Supervisor to drive the process

• Focus on Consumer’s past success/future vision

• Team, including consumer, develops answers

• Group process belongs to group: Supervisor facilitates


Supervisors in the Managing Supervisors in the Managing Consumers Problems ModeConsumers Problems Mode

Staff talk about their problem areas with Staff talk about their problem areas with consumersconsumers

Presumes that staff need supervisors to Presumes that staff need supervisors to solve the problemsolve the problem

Supervisors provide answers, ideas, Supervisors provide answers, ideas, suggestions, and validationsuggestions, and validation

The ground hog day experienceThe ground hog day experience Breaking free of being the one who has Breaking free of being the one who has

the answersthe answersWLT Consulting © 2007

Supervisors in the Supervisors in the Facilitating Recovery ModeFacilitating Recovery Mode

Presumes staff is competent and already Presumes staff is competent and already has the skills to solve their problemhas the skills to solve their problem

Facilitates staff person to identify past Facilitates staff person to identify past successes with this and other consumerssuccesses with this and other consumers

Coaches staff person to use these same Coaches staff person to use these same skills in particularly difficult situationskills in particularly difficult situation

Empowering for staff, consumers, Empowering for staff, consumers, supervisors and organizationsupervisors and organization


Treatment Plan Exercise;Treatment Plan Exercise; Read the treatment planRead the treatment plan With partner, discuss: With partner, discuss:

When working with staff on this tx plan; When working with staff on this tx plan; what questions would you ask and how what questions would you ask and how would you coach staff in assisting person would you coach staff in assisting person to attempt to accomplish their goals.to attempt to accomplish their goals.

Role play: Role play: One assume supervisor; one staff and One assume supervisor; one staff and

role play supervision sessionrole play supervision session


How to restructure your How to restructure your supervisory sessionssupervisory sessions Discuss with staff one consumer who has Discuss with staff one consumer who has

improved even slightlyimproved even slightly How did you work with this person to facilitate How did you work with this person to facilitate

this process?this process? What makes you most effective with this person?What makes you most effective with this person? What do you think, say and do?What do you think, say and do? Discuss one consumer who has been a little Discuss one consumer who has been a little

tougher to work with.tougher to work with.


(continued)(continued)

Coach the staff person to apply the skills from the Coach the staff person to apply the skills from the successful encountersuccessful encounter

How well did the staff person do in applying these How well did the staff person do in applying these skills?skills?

Acknowledge even small successesAcknowledge even small successes Build a staff success section into team meetingsBuild a staff success section into team meetings


80-20 Focus of Supervision80-20 Focus of Supervision

Too often we spend 80% of time Too often we spend 80% of time focused on “failures, problems, focused on “failures, problems, barriers” of staffbarriers” of staff

Only 20% of time focused on Only 20% of time focused on successes, skills, recovery-related successes, skills, recovery-related accomplishmentsaccomplishments

Need to reverse these percentagesNeed to reverse these percentages


Changing Supervision to Changing Supervision to 80% focus on Recovery80% focus on Recovery When does the staff person perform above When does the staff person perform above

average?average? Which tasks does he/she enjoy?Which tasks does he/she enjoy? What new knowledge does he/she acquire What new knowledge does he/she acquire

quickly?quickly? Find past successful behaviorFind past successful behavior How does he/she manage to do this?How does he/she manage to do this? What is the smallest step he/she could What is the smallest step he/she could

take?take? WLT Consulting © 2007

Then…focusing on Staff Then…focusing on Staff Areas that Need Areas that Need Improvement—20%Improvement—20% Describe a time when his/her performance Describe a time when his/her performance

already seemed slightly betteralready seemed slightly better What were they doing? Where were they?What were they doing? Where were they? What would it take to recreate this What would it take to recreate this

experience?experience? Reinforce strengthsReinforce strengths Discuss what is different next timeDiscuss what is different next time


Action Plan ExerciseAction Plan Exercise

Identify 2-3 staff people to reverse Identify 2-3 staff people to reverse 80%-20% focus80%-20% focus

For each, list the positive behaviors For each, list the positive behaviors they have exhibited with consumersthey have exhibited with consumers

Select date for next supervisory Select date for next supervisory session that will focus on reversing session that will focus on reversing 80%-20% 80%-20%



Summary: Supervisor Summary: Supervisor should..should..

Be professional Possess adequate knowledge base Demonstrate relationship skills Be experience clinically Possess certain beliefs about human

nature (align with org. vision/philosophy

Value and enjoy the role of supervisor

Supporting Supporting

recovery recovery is what the is what the community and system community and system

doesdoes



Differences Between Differences Between Supervision and Supervision and Administration..Administration..

Level of organizationLevel of organization Focus on policy, procedures, funding, Focus on policy, procedures, funding,

standardsstandards Relationships outside of agencyRelationships outside of agency OTHERS…OTHERS…


Systems View Toward Systems View Toward RecoveryRecovery

OrganizationalOrganizational

Clinical/ConsumerClinical/Consumer

OutcomesOutcomes

FinancialFinancial

System Development

Evaluation For Recovery Readiness

Board & Administrative Commitments

Clinical Direction Staff & Consumer

Training Supporting &

Supervising Staff

Impact On Other Policies & Programs

Role Of Consumer Operated Service

Relationship With Community

Consumer & System Outcomes


Comprehensive Comprehensive Assessment of Recovery Assessment of Recovery Readiness for Systems Readiness for Systems

(CARRS)(CARRS)

CARRS CARRS Model Model

IndicatorsIndicators



Indicator Indicator Working DefinitionWorking Definition Organization ApproachOrganization Approach Organizational philosophy on recovery Organizational philosophy on recovery

and how organizations manifest this and how organizations manifest this philosophy and articulates recovery as an philosophy and articulates recovery as an outcome of the system in providing outcome of the system in providing servicesservices

Community RelationsCommunity Relations Provider assists community in learning Provider assists community in learning recovery issues and mental recovery issues and mental health/substance abuse needs of health/substance abuse needs of community and how they can assist with community and how they can assist with needs of consumersneeds of consumers

Consumer Involvement Consumer Involvement Allow consumers to articulate their needs Allow consumers to articulate their needs and assist in the design of services for and assist in the design of services for them in achievement of their recovery them in achievement of their recovery outcomes outcomes

FundingFunding Resources are allocated in a way that Resources are allocated in a way that supports good individual and evidence-supports good individual and evidence-based recovery outcomes based recovery outcomes

Leadership Leadership Individuals in positions that have Individuals in positions that have governance/oversight responsibility for governance/oversight responsibility for the organization (e.g. Boards, Advisory the organization (e.g. Boards, Advisory Councils, Policy Groups, etc.) and Councils, Policy Groups, etc.) and individuals in senior management individuals in senior management positions that have responsibility for day positions that have responsibility for day to day operations of the organization to day operations of the organization


Indicator Indicator Working DefinitionWorking Definition

Human ResourcesHuman Resources HR Policies are friendly to hiring capable HR Policies are friendly to hiring capable consumers, advocates, and professionals for consumers, advocates, and professionals for the organization and ensure their ongoing the organization and ensure their ongoing development in and support for consumer development in and support for consumer recovery outcomes; Effect of these recovery outcomes; Effect of these individuals on quality of mental health individuals on quality of mental health services)services)

Strategic PlanningStrategic Planning Planning methodically how you will integrate Planning methodically how you will integrate recovery into your system and build capacity recovery into your system and build capacity using informed data using informed data

Cultural CompetenceCultural Competence Effects of various aspects of culture on Effects of various aspects of culture on service delivery and valuing the diversity of service delivery and valuing the diversity of consumers and staff consumers and staff

Clinical Treatment and Clinical Treatment and ServicesServices

Understanding of how clinical treatment and Understanding of how clinical treatment and recovery work together in partnership for recovery work together in partnership for better consumer outcome achievement; better consumer outcome achievement; Degree to which treatment and services Degree to which treatment and services actually contribute to consumers level of actually contribute to consumers level of recoveryrecovery

TrainingTraining The quantity and quality of the training on The quantity and quality of the training on recovery for all levels within the organization recovery for all levels within the organization

CollaborationCollaboration The ability of the company to work with The ability of the company to work with internal & external customers. internal & external customers.


Managing Up…Managing Up…

Data concernsData concerns Physical EnvironmentalPhysical Environmental Policies and ProceduresPolicies and Procedures Styles and PartnershipsStyles and Partnerships Financial ImplicationsFinancial Implications


Administration/Supervisory Administration/Supervisory PartnershipPartnership

ExerciseExercise GroupsGroups

From work that we have done:From work that we have done: What data do you need to collect?What data do you need to collect? How can this be accomplished?How can this be accomplished? What policies or practices will you hope to What policies or practices will you hope to

impact?impact?


““The five steps in teaching an The five steps in teaching an employee new skills are preparation, employee new skills are preparation, explanation, showing, observation explanation, showing, observation and supervision”.and supervision”.

--Bruce BartonBruce Barton

Contact Information:Contact Information:

Wilma TownsendWilma TownsendJeannette HarrisonJeannette Harrison

WLT Consulting, LLCWLT Consulting, LLC615 Wellington Way615 Wellington WayJonesboro, GA 30238Jonesboro, GA 30238

770-472-7814770-472-7814

Date post:	01-Apr-2015
Category:	Documents
Upload:	nadia-burman
View:	214 times
Download:	0 times

Increasing Staff Performance for Recovery A Training for Supervisors and Administrators February...

Documents