Increasing Staff Performance for Recovery A Training for Supervisors and Administrators February 18-19, 2008 Atlanta, Georgia WLT Consulting © 2007 Learning Objectives: By the end of the sessions, participants will be able to: * define supervision based on exploration of traditional definitions and current job requirements * list characteristics of supervision which increase staff performance for consumer recovery * define the difference between clinical supervision and supervision for organizational requisites * explain the importance of supervision and coaching to consumer recovery * demonstrate supervisory and coaching techniques related to Recovery Management Plan steps and issues identified from current practice * determine environmental, administrative, and supervisory practices and policies that facilitate consumer recovery * develop an action plan for instituting one of these changes AGENDA Day One * Defining the meaning and expectations of Supervision * Overview of Recovery * Roles in Facilitating Consumer Recovery * Consumer Role in Facilitating Consumer Recovery * Helper Role in Facilitating Consumer Recovery * Overview of Recovery Model Process Steps * Supervisor Role in Facilitating Consumer Recovery AGENDA Day Two * Supervisor Competencies for Recovery * Role Model, Coach, and Mentor Skills * Supervising in the Facilitating Recovery Mode * Community and System Role in Facilitating Consumer Recovery * CARRS: A Recovery Readiness * Managing Up; The Partnership between Supervision and Administration * Review and Certificate Supervision… *  to watch over an activity or task being carried out by somebody and ensure that it is performed correctly * to be in charge of a group of people engaged in an activity or task * to be responsible for the direction and oversight of others and of their performance Your Definition…. * Personal philosophy or personality * Agency expectation * Staff expectation Areas of Supervision * Clinical * Staff skills, knowledge * Relationship and interaction with consumers * Attainment of Recovery Goals * Performance of best practices and methods * OTHERS… Discussion Question: What is Recovery? * Recovery refers to the process in which people are able to live, work, learn, and participate fully in their community. * For some individuals, recovery is the ability to live a fulfilling and productive life despite a disability. * For others, recovery implies the reduction or complete remission of symptoms. Science has shown that having hope plays an integral role in an individual’s recovery. (President’s New Freedom Commission on Mental Health, 2003) Role of Clinician, Consumer and Community for Recovery * Recovery is what the consumer does * Facilitating recovery is what the helper does * Facilitating staff competencies is what the supervisor does * Supporting recovery is what the community and system does Recovery is about …. * Forming relationships with people; not just making diagnosis * Helping them rebuild their lives; not just treating symptoms * Working along side someone; not just doing treatment to them * Treating people like they’re capable of self-direction and growth; not like incapacitated patients * Forming real emotional relationships; not artificial treatment relationships * Hope, empowerment, self-responsibility, respect, community integration, and fighting stigma. * ITS EXCITING STUFF!!!!! Mark Ragins, MD Recovery Environments Need to Offer: Strategies that empower: Recovery: Tying it all together Core Characteristics and Practices of Recovery For the Person with a Behavioral Health Disorder, Recovery Means: * The Reawakening of Hope * Achieving Understanding and Acceptance * Engagement and Active Participation in Life * Active Coping * Reclaiming a Positive Sense of Self * Developing a Sense of Meaning and Purpose * The Journey is Individual and Unique * The Journey is Not Accomplished Alone Why? * It is the supervisor’s job to get the staff person to learn how to partner with consumers and facilitate the recovery process * Since a person can’t be forced or tricked into recovery, only staff persons who “work with” rather than “do to” consumers can facilitate recovery. * A partnership relationship with a consumer allows for differences of opinion while eliminating much of the conflict that often exists when the staff person’s goals are not the same as the consumer goals. Discussion Three “C's" of outstanding supervision Courage Examples of courage exhibited by the outstanding supervisor are: Examples: Character Conviction Discussion Overview Of Recovery Model Process Steps Components That Aid Recovery * Clinical Care * Peer Support and Relationships * Family Support * Work/Meaningful Activities * Spirituality Review Process Steps of Facilitating Consumer Recovery Through Best Practice (Consumer focused) * Ranking the Components * Selecting where you are in your Recovery * Deciding whether to strengthen your current skills or develop new skills * Selecting your best practice (What do you want to improve about your life) * Put the best practice in your own language THIS IS EQUAL TO THE PERSONS GOAL!! Review Process Steps of Facilitating Consumer Recovery Through Best Practices * What are the skills and knowledge you will need to make this improvement? What are the action steps you will need to do to achieve this improvement? THIS IS EQUAL TO OBJECTIVES!! * How will Community Supports be involved * What are the Best Practices that the clinician is going to use to help me (facilitate) in accomplishing these action steps Review Process Steps of Facilitating Consumer Recovery Through Best Practices * Complete the Recovery Management Plan 9. Did you accomplish what you set out to do? How will we know? These Are Personal Outcomes Core Characteristics and Practices of Recovery * For the Provider of Behavioral Health Services, Recovery Means: * Changing Provider Attitudes * Changing the Approach to service Planning * Changing Service Design * Changing Language * Changing Physical Environment Supervision as a Tool for Consumer Recovery * To ensure that services are person centered * To monitor progress of consumers (overall) as getting better/positive movements toward recovery * To monitor that staff have a recovery focus toward treatment and not just a maintenance focus * To ensure that the physical environment is recovery focused * To ensure that staff is using language that is recovery focused Recovery Steps and Areas of Supervision * Selecting Best Practices * Supporting Consumer Actions * Linking to Credible Supports * Formulating the RMP Recovery Steps and Areas of Supervision (Supervisor focused) * Selecting Best Practices * Ranking the Components * Selecting where the consumer is in Recovery * Deciding whether to strengthen current skills or develop new skills * Selecting consumer best practice (What do you want to improve about your life) * Put the best practice consumer’s own language Recovery Steps and Areas of Supervision * Supporting Consumer Actions * What are the skills and knowledge consumer will need to make this improvement? What are the action steps consumer will need to do to achieve this improvement? 7. What are the Best Practices that the clinician is going to use to assist the consumer in accomplishing these action steps Recovery Steps and Areas of Supervision * Linking to Credible Supports * How will Community Supports be involved Recovery Steps and Areas of Supervision * Formulating the RMP * Complete the Recovery Management Plan 9. Did consumer and clinician accomplish what they set out to do? How will consumer and clinician know? Exercise Day Two Exercise * Think of your best supervisor * What skills/competencies did they possess? * Of those things, which ones are you doing for the staff that you supervise? * Make a small commitment—bite sized change Tools (Competencies of Supervision) * Listening and communication * Coaching and role modeling * Problem-Solving and direction setting * Group facilitation * Community relations and resources * Flexible * Knowledgeable and competent clinicians Tools (Competencies of Supervision) Tools (Competencies of Supervision) Tools (Competencies of Supervision) * Seek ongoing growth as a clinician and supervisor through continuing education activities, self-evaluation, and feedback from supervisees, clients, other supervisors, and colleagues. * Have a sense of humor which helps both the supervisor and supervisee get through rough spots in their work together and achieve a healthy perspective on their work. Exercise Tools (Competencies of Supervision) Characteristics of Good Leaders Common fears that deter leadership Role Model, Coach, Mentor * Role Model refers to a person who fills his or her role as a good or bad example for others. A good example is a positive role model. A bad example is a negative role model. The term role model on its own often means positive role model. A positive role model carries out a role demonstrating values, ways of thinking and acting, which are considered good for Recovery. Others hopefully will follow the example. Simple Coaching Technique: * You discuss and instruct a person on what to do and, if possible, show them how to do it. * Then you ask the person to do the activity and, as the coach, you observe them. * The next step is to have the person critique their own performance and * tell you what they did correctly and what they could improve. * You also share your observations of what was done correctly and areas for improvement. * 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 Exercise Managing Consumer Problems vs. Facilitating Consumer Recovery Supervisors in the Managing Consumers Problems Mode * Staff talk about their problem areas with consumers * Presumes that staff need supervisors to solve the problem * Supervisors provide answers, ideas, suggestions, and validation * The ground hog day experience * Breaking free of being the one who has the answers Supervisors in the Facilitating Recovery Mode * Presumes staff is competent and already has the skills to solve their problem * Facilitates staff person to identify past successes with this and other consumers * Coaches staff person to use these same skills in particularly difficult situation * Empowering for staff, consumers, supervisors and organization Treatment Plan Exercise; How to restructure your supervisory sessions * Discuss with staff one consumer who has improved even slightly * How did you work with this person to facilitate this process? * What makes you most effective with this person? * What do you think, say and do? * Discuss one consumer who has been a little tougher to work with. (continued) * Coach the staff person to apply the skills from the successful encounter * How well did the staff person do in applying these skills? * Acknowledge even small successes * Build a staff success section into team meetings 80-20 Focus of Supervision Changing Supervision to 80% focus on Recovery * When does the staff person perform above average? * Which tasks does he/she enjoy? * What new knowledge does he/she acquire quickly? * Find past successful behavior * How does he/she manage to do this? * What is the smallest step he/she could take? Then…focusing on Staff Areas that Need Improvement—20% * Describe a time when his/her performance already seemed slightly better * What were they doing? Where were they? * What would it take to recreate this experience? * Reinforce strengths * Discuss what is different next time Action Plan Exercise Summary: Supervisor 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 Differences Between Supervision and Administration.. * Level of organization * Focus on policy, procedures, funding, standards * Relationships outside of agency * OTHERS… Systems View Toward Recovery Organizational Clinical/Consumer Outcomes System Development * Evaluation For Recovery Readiness * Board & Administrative Commitments * Clinical Direction * Staff & Consumer Training * Supporting & Supervising Staff Comprehensive Assessment of Recovery Readiness for Systems (CARRS) CARRS Model Indicators Managing Up… * Data concerns * Physical Environmental * Policies and Procedures * Styles and Partnerships * Financial Implications Administration/Supervisory Partnership Exercise * Groups * From work that we have done: * What data do you need to collect? * How can this be accomplished? * What policies or practices will you hope to impact? “The five steps in teaching an employee new skills are preparation, explanation, showing, observation and supervision”. -Bruce Barton Contact Information: Wilma Townsend Jeannette Harrison WLT Consulting, LLC 615 Wellington Way Jonesboro, GA 30238 770-472-7814