Peer Support Empowering 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 Support • History • AA • Mental Health (mid 1980’s) • Client • Paraprofessionals • Community support • Staff support • Organisational: community services/public agencies Benefits? Participant Activity
Peer Support: Benefits • Employee • 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 Wheel • Recent 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?…. Chronic WR personal ΨGP EAP PSP Manager Team/IP EPP Ventilation Support Strategies Early Intervention Resources Triage Acute WR & personal
& 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 Components • Identification of Providers • Training • Coaching • Rolling Training Needs Review • Organisational Promotion • Collegial Support • PSP Recognition • Data Collection • Evaluate & Review
Identification of Providers • Voluntary • Cross-organisation • Variation in age, culture & demographic • Identified interpersonal skills • Supportive, pro-organisation • HR & RCMs
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 • Training:1 day face-to-face
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 • Coaching: Telephone Assistance • 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) Performance & Behavioural Outcomes Leadership & ManagerialBehaviour Employee Emotions & Wellbeing Work Team Climate Appraisal & Feedback Work Demands Goal Alignment Decision-Making Style Professional Development Coworker Relations Role Clarity DiscretionaryPerformance Supportive Leadership Other Leadership Capabilities Morale Job Satisfaction Distress Task Performance WithdrawalBehaviours
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 WeaknessesOpportunities Threats
Intentions… • Goals/Actions: • 1. • 2. • 3….. Discussion & Practical Hints… e.g., boundaries, paperwork, risk, lunchroom interactions
Work Solutions http://www.worksolutions.com.au firstname.lastname@example.org 03) 9224 8800 or 0425 757 231 A part of the HSA Group