Promoting Competency, Self Care and Team Care

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Promoting Competency, Self Care and
Team Care

• presented by
• Marianne Seaton John Howley

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What is SAIL?

• SAIL Supportive Approaches through Innovative
  Learning
• SAIL is Ontarios competency-based professional
  development program for management and staff of
  Ontario Works (programs delivering financial
  assistance, employment assistance and social
  supports).
• SAIL competencies are tools for service
  integration at both the organizational and
  community levels.

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What is SAIL?

• SAIL is a competency-based curriculum.
• Competencies are defined as the
• Knowledge
• Skills and
• Supporting behaviours
• required to work effectively with Clients,
  Colleagues and Communities.

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What is SAIL?

• SAIL is asset-based it builds on existing assets
  and competencies among staff, community partners
  and municipalities.
• SAIL promotes competency enrichment and ongoing
  learning as a key element in achieving and
  sustaining organizational excellence in the
  program.

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What is SAIL?

• SAIL will serve as the Provinces long-term
  vehicle for competency-based programs, ranging
  from program policies to program delivery and
  achievement of key outcomes in social inclusion
  and employment.

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What is SAIL?

• Competencies are organized in five
  inter-dependent tiers
• The Coach Approach
• Essential Communication Skills
• Advanced Intervention Skills
• Interventions of Engagement
• Advanced Intervention Skills
• Problem Solving Interventions
• Models of Employability

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SAIL Competencies for Ontario Works
Essential Communication Skills
Models of Employability
The Coach Approach
Advanced Intervention Skills Problem Solving
Advanced Intervention Skills Engagement
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Benefits and Advantages of SAIL

• SAIL competencies form and enrich the
  cross-jurisdictional language of intervention.
• The language of intervention is applied in all
  aspects of service.

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Benefits and Advantages of SAIL

• SAIL competencies are applicable across a broad
  number of vital functions carried out by human
  services staff.
• A competency-based approach aids in co-ordinating
  services across jurisdictions through
• case planning
• case conferencing
• case documentation
• outcome measurement

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Benefits and Advantages of SAIL

• Customer Service and Self-Care are treated as
  holistic concepts based on competencies that
  respect and build on existing staff expertise and
  experience.
• Linked to service planning, SAIL promotes and
  facilitates client social inclusion and
  achievement of sustainable employment and other
  desired outcomes.

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Generic SAIL Competencies
Factors of Social Inclusion
Essential Communication Skills
The Coach Approach
Advanced Intervention Skills Problem Solving
Advanced Intervention Skills Engagement
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Sector-Specific Competencies
Essential Communication Skills
Factors of Social Inclusion
The Coach Approach
Advanced Intervention Skills Engagement
Advanced Intervention Skills Problem Solving
Sector-Specific Models of Service
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SAIL Features

• Management and staff competencies are treated
  equally- they differ only in classroom and
  workplace applications.
• Role of management in normalizing SAIL
  competencies in the workplace is well recognized
  and addressed in the SAIL management curriculum.

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SAIL Features

• The staff curriculum is designed to include
  administrative support staff, front-line staff
  and management at all levels.
• SAIL engages champions and local training staff
  in planning for training and in normalizing the
  application of the competencies in the workplace.

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SAIL Features

• Train the Trainer sessions are provided as one of
  a range supports to help achieve organizational
  and community capacity building.

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SAIL Features

• SAIL supports and promotes a community service
  system that collectively achieves positive client
  outcomes.
• Community partners may also be invited by
  hosting organizations to participate in SAIL.

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SAIL Curriculum Features

• Self Care Tool Box
• Self Care Assessment Tool
• Relaxation Response Method
• Stress Scale on Change
• Assets in Time Management
• ADKAR Model for Change
• Personal Development Skills Self-Assessment

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SAIL Curriculum Features

• Problem Solving Tool Box
• Discount-Reaction Theory
• Consensus Building
• Issues Analysis
• Self-Focus
• Mediation and Self-Mediation
• Problem Solving Model
• Conflict De-Escalation
• Decision Making
• Action Planning

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SAIL Curriculum Features

• Resource Kits
• Mental Health Issues
• Addictions
• Discrimination Issues
• Disability Awareness
• Domestic Abuse
• Death Dying
• Suicide Awareness
• Housing and Homelessness (under development)
• Poverty Awareness (under development)
• Literacy (under development)

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SAIL Curriculum Features

• Films
• National Film Board of Canada Documentaries
• No Place Called Home a homeless family of eight
  seeks justice and sustainable housing
• Ellens Story a woman shares the extraordinary
  impact of literacy on herself, her siblings and
  her children
• Working Like Crazy psychiatric
  consumer-survivors share their experiences in
  creating and sustaining
• work and income in achieving wellness.

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SAIL Competencies
Models of Employability
Essential Communication Skills
The Coach Approach
Advanced Intervention Skills Problem Solving
Advanced Intervention Skills Engagement
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The Coach Approach

• The Coach Approach is an organizational
  commitment to applying three dimensions of
  coaching
• Managing Relationships
• Discovering Individuals
• Planning for Improvement
• in all of our communications, interactions and
  interventions with colleagues, clients and
  communities.

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Three-Dimensional (3-D) Coaching
Discover the Individual
Manage the Relationship
Plan for Improvement
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The Coach Approach

• Coaching is a guide for modelling behaviour in
  the human services workplace.
• Everyone is both a coach and a protégé in the
  organization.
• Coaching through attending to the three
  dimensions is designed to create healthier
  workplaces, improve customer service and achieve
  better outcomes.
• Coaching is the framework for applying the other
  four tiers of SAIL competencies.

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Features of 3-D Coaching

• Transformational
• A process for invoking meaningful change,
  overcoming inertia and moving toward improvement.
• Transferable
• Provides all management and staff with a
  behavioural framework.

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Features of 3-D Coaching

• Transparent
• Coaching competencies are evident when they are
  being applied - and are conspicuous in their
  absence!
• Accountable
• Coaching holds everyone accountable for her/his
  behaviours in all directions of communication in
  the organization and in the community.

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What do we value as coaching behaviours?
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A Working Definition of Coaching

• The application of knowledge, skills and
  supporting behaviours in working effectively with
  clients, colleagues and the community to achieve
  positive outcomes. Coaching occurs within the
  framework of relationship building, attending to
  issues, and planning for improvement in quality
  of life, respecting the capabilities, capacities
  and needs of each individual.

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The Coaching Wheel
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The Coach Approach

• Currencies are a way of identifying and working
  with the interests (vs. positions) of protégés.
• Communication styles in coaching represent the
  continuum of engagement in communicating
• Tell - Sell - Test - Consult -
  Co-Create/Collaborate

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SAIL Competencies
Essential Communication Skills
Models of Employability
The Coach Approach
Advanced Intervention Skills Problem Solving
Advanced Intervention Skills Engagement
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Essential Communication Skills

• Fundamental skills for interviewing and
  communicating.
• Facilitate focus and control in difficult
  interviews.
• Foundation for coaching communications.
• Foundation for advanced intervention skills in
  engagement and problem solving.
• Critical to applying Models of Employability or
  other sector-specific competencies .

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Essential Communication Skills

• Open-ended Questions
• Closed Questions
• Narrowing Technique
• Paraphrasing
• Summarizing
• Mirroring
• Silence

• Encouragement
• Minimal Encouragers
• Tag Questions
• Validating
• Non-Verbal Attending Behaviours
• Active Listening
• Probing
• Triage

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SAIL Competencies
Essential Communication Skills
Models of Employability
The Coach Approach
Advanced Intervention Skills Problem Solving
Advanced Intervention Skills Engagement
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Advanced Intervention SkillsEngagement

• Self Care and Client Care
• Facilitated Interviewing
• Appreciative Inquiry an Asset-Based Approach
• Preferred Futures Technique
• Benchmarking
• Reframing
• Narrative Method
• Strategic Interview Planning
• Team Care
• Using Resources Effectively
• Social Marketing Communications

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Self Care Objectives

• Understand the meaning of self care and its
  importance as a tool for client care.
• Examine challenging behaviours of clients with
  complex needs through the lens of social
  researchers (Maslow, Payne, Karelis, Shipler).
• Review and enrich awareness and application of
  self care practices.

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What is Self Care?

• Self care is an approach which ensures that
  human services professionals preserve their
  wellness and build on behaviours which strengthen
  each individuals ability to sustain helping
  relationships.
• Self care is an important component of client
  service.

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What is Self Care?

• Self care is an approach to ensuring that staff
  members preserve their wellness and their ability
  to sustain helping relationships. The problem
  solving role in human services underscores the
  importance of self care in managing the secondary
  effects of trauma and the cumulative effects of
  assisting people with complex needs.

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What is Self Care?

• Self care is an important component of client
  service due to the effects of assisting others
  with complex needs. The cumulative effects of
  intervention may result in a frame of mind that
  impedes the capacity and ability to interact and
  intervene effectively with people in need. Self
  care begins with awareness of feelings and the
  effects of stress and secondary trauma.

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What is Self Care?

• Self care is not a matter of judging and
  evaluating your reactions as good or bad,
  rather, it is more a case of recognizing your
  responses to stress and its effects on your sense
  of purpose and well-being.
• Without thoughtful consideration, it is
  sometimes difficult to assess how we are reacting
  to stress and to know when and how to respond
  appropriately.

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What is Self Care?

• Through the identification and assessment of
  self care behaviours, steps may be taken to
  effect change by building on those behaviours and
  activities which support and sustain your health
  and wellness.

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• Please complete the Self Care Assessment Tool
• Note this is not a normed scale!

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Maslows Hierarchy of Needs
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Ruby Paynes Hidden Rules of Poverty
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Team Care Objectives

• Understand and enrich team skills and team care
  tools.
• Identify and work with the strengths each team
  member brings to the team.
• Examine the strengths and directions your teams
  need to succeed.
• Create opportunities to influence your team and
  contribute to its success.

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Team Care Objectives

• Describe the gap between current team assets and
  directions and what is needed.
• Explore options to fill the gaps.
• Understand the importance of team care and
  identify opportunities for applying team care
  tools in the workplace.

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Team Care Objectives

• Provide an opportunity to consider how power
  affects team performance, and how to negate those
  effects to improve team performance.

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• Please complete the Team Care Assessment Tool
• Note this is not a normed scale!

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SAIL Competencies for Ontario Works
Essential Communication Skills
Models of Employability
The Coach Approach
Advanced Intervention Skills Engagement
Advanced Intervention Skills Problem Solving
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Advanced Intervention SkillsProblem Solving

• Discretionary Decision-Making
• Problem Solving
• Interest-Based Negotiating
• Conflict Management
• Adapting Behaviours
• Carefrontation Technique

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Interest-Based Negotiating

• Principled approach to negotiating in all
  aspects of working with clients with complex
  needs and with colleagues and community members.
• Ideally suited to human service principles of
  client autonomy, fairness, objectivity,
  flexibility, non-judgmental approach

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Interest-Based Negotiating

• Four key principles
• 1. Separate the person from the problem
• 2. Separate and focus on interests rather than
  positions
• 3. Use objective criteria to settle issues and
  evaluate outcomes
• 4. Collaborate to generate win-win options

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SAIL Competencies for Ontario Works
Essential Communication Skills
Models of Employability
The Coach Approach
Advanced Intervention Skills Problem Solving
Advanced Intervention Skills Engagement
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Models of Employability

• Framework for Mental Health Support (CMHA)
• Employability Improvement through Social
  Inclusion
• Four-Dimensional Model of Sustainable Employment
  (HRSDC)
• Employability Skills Framework (Conference Board
  of Canada)
• Impact of Joblessness (CMHA)
• Career Development Theories

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Observations from Delivery

• Over 900 managers participated in the training
  for five days.
• Strong support for a competency-based approach to
  achieving and sustaining organizational
  excellence.
• Recognition that a large majority of clients
  served in housing, welfare and employment
  programs (among others) are strongly affected by
  the factors of social exclusion.
• Appreciation for the role human services staff
  play within their respective program mandates in
  moving clients toward social inclusion.

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Observations from Delivery

• Strong learner affiliation with the introduction
  of social inclusion as a factor of employability.
• Praise for the Resource Kits on factors of social
  inclusion (causes and effects) as reflective of
  the everyday work reality.
• Praise for use and application of highly relevant
  and engaging films.

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Observations from Delivery

• That managers and staff of affiliated departments
  such as Childrens Services and Social Housing be
  included in SAIL training to facilitate
  consistency in client service and service
  integration.
• That community service providers be invited to
  participate in SAIL training for quality
  assurance and consistency in client service and
  outcomes.

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Thanks for Listening!

• It has been our pleasure to outline the SAIL
  initiative.
• Please do not hesitate to contact us if you have
  any other information needs.
• Marianne mseaton.csi_at_bell.net
• John jghowley_at_rogers.com

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The Final Word

• Any questions or comments?
• Fun working with you today!
• -Marianne and John