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Peer SupportEmpowering Effective Workplace Support
Dr Melissa Lehmann
PART OF THE HSA GROUP
Overview• History• Benefits• Current State of PSPs• PSP: employee wellbeing continuum• Critical Incident & Disaster Interventions• A Peer Support Model• Training• Practical Issues• Incorporating into your workplace
Discussion & Reflection Activity
Peer SupportHistory• AA• Mental Health (mid 1980’s)
> Client > Paraprofessionals> Community support> Staff support
Organisational: community services/public agencies
Benefits? Participant Activity
Peer Support: BenefitsEmployee
> More support & problem solving opportunities> Acute, time efficient assistance> Shared skills & problem solving: role modelling> engagement & control
Provider:> empathy & tolerance> knowledge & communication skills
Organisation:> Climate of support> Stronger network of supports> Early intervention benefits> Structured Manager/HR tool> Voluntary or time provided: low cost to org/upskilling
Current Issues: Reviewing the WheelRecent Organisational Reviews- Highly valued by staff- Little promotion- Training not recent- Providers not supported at organisational level
WS Peer Support Leader (PSL) program- Increase in difficult clients (JCA/JCAc)- Increase in acute work-related issues- PSL program & staff training on diff/aggress clients & security
Your Organisation: Current Status?
Where does PSP sit?….
Team/IPPSP ManagerEAPΨ GPEPP
Chronic WR personal
Acute WR & personal
TriageVentilationSupportStrategiesEarly InterventionResources
& Critical Incidents?...Literature findings (e.g., Devilly & Cotton, 2003; 2004)
• CISD: obtrusive, traumatic, external• Normalise uncertainty, internal support, personal care
Disaster literature (e.g., Arnold, 2007; Tierney, 2007): Importance of the manager/peers/team- PSP structured & providers are well trained: early warning
& communication- Bringing in health professionals
Our PSP Model: Key Components1. Identification of Providers2. Training3. Coaching4. Rolling Training Needs
Review5. Organisational Promotion6. Collegial Support7. PSP Recognition8. Data Collection9. Evaluate & Review
Identification & TrainingHR protocols
PromotionCoaching, Support
& Recognition
Data, Review, Improve
Identification of Providers
> Voluntary> Cross-organisation> Variation in age, culture & demographic> Identified interpersonal skills> Supportive, pro-organisation> HR & RCMs
Training:1 day face-to-face
Role & limits
Range of distress responses
Mental health & early warning signs
Resilience, general recovery from acute situ
Personal & workplace risk/protective factors
Interpersonal skills
Confidentiality, protocols & note taking
Normalising acute distress
Exploring strategies, coping skills
Getting assistance/best practice support, risk issues
Collegial support for peer members
Coaching: Telephone Assistance
• Follow up access via telephone to WS Org Psychs
• Reviewing & compounding key learnings
• Problem solving issues/boundaries/assistance
• Identifying at-risk individuals
• Support to providers: wellbeing & recognition
Identifying additional org-specific needs: numbers, new staff, org change, crisis info
Additional and rolling training: up-to-date, confident, ready!
Organisational Promotion
> Determine HR & RCM processes• Sessions• Note taking, HR access/RCM triggers confidentiality• Identify appropriate space for PSP interaction
> Promote early & launch date • Team meetings
> Marketing materials> Information sharing sessions for staff
• Manager role & PSP individuals• Boundaries & Benefits• Other related subject matter
PSP Provider Recognition> Ongoing acknowledgement
• Time taken, PDP, management & staff• Opportunities for collegial sharing
> Numbers, resources, sessions
> Shadow side of initiatives> Schedule evaluation & review
• or lose momentum!• Hegarty & QLD Ambulance Service!
Data Collection
Evaluate & Review
Overall Benefits of the PSP Model (Cotton & Hart)
Supportive Leadership
Other Leadership Capabilities
Appraisal & Feedback
Work Demands
Goal Alignment
Decision-Making Style
Professional Development
Coworker Relations
Role Clarity
Work TeamClimate
Performance & Behavioural
Outcomes
Leadership & Managerial
Behaviour
Employee Emotions & Wellbeing
Morale
Job Satisfaction
Distress
DiscretionaryPerformance
WithdrawalBehaviours
Task Performance
PSP: A Culture of Care
- Builds People Capabilities: Resilience/EI/Skills- Utilise emotional contagion; value-add- Organisational support: resourced/important/not token- Manager’s tool (add to EAP, EPP, GP/Ψ)- Early intervention & Support
Proactive, Preventative, Productive!
Reflection….Strengths Weaknesses
Opportunities Threats
Intentions…Goals/Actions:1.2.3…..
Discussion & Practical Hints…
e.g., boundaries, paperwork, risk, lunchroom interactions
A part of the HSA Group
Work Solutions
http://www.worksolutions.com.au
03) 9224 8800 or 0425 757 231