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

melissa.lehmann@worksolutions.com.au

03) 9224 8800 or 0425 757 231