Queensland State Emergency Service Operations Doctrine

Transcription

1 Queensland State Emergency Service Operations Doctrine Human Resources Business Management Directives Peer Support Version: 1.0 Valid from: 14/05/2008 BMH PURPOSE To outline the scope and functions of the EMbrace Program s Peer Support Program and to provide information on how to access the services of Peer Supporters. 2. RATIONALE This document is designed to outline the Peer Support Program, how it can be used to minimise the effects associated with exposure to potentially traumatic events and maximise volunteer capabilities by promoting a supportive working environment. The document is designed with flexibility to allow development of appropriate response systems within the framework outlined. To ensure our duty of care to State Emergency Service (SES) volunteers is met, it is the responsibility of all personnel who are involved in the work of Emergency Management Queensland (EMQ) and SES to be conversant with the Peer Support Program. 3. APPLICATION Applies to all SES members and should be read in conjunction with BMH 8.0 Critical Incident Management and BMH 13.0 EMbrace Program. The SES Peer Support Program does not extend to the Emergency Services Cadet Program. 4. OPERATIONS DOCTRINE INFORMATION The emergency services environment poses a potential risk of exposure to critical incidents. The Peer Support Program is committed to providing support to SES members to increase their resilience before, during and after such events. The EMbrace Program s mission is to enhance the psychological and emotional well being of SES volunteers within EMQ. In pursuing its goals it provides a Peer Support Program. Peer Support is encouraged as a first resource for any volunteer who is concerned about their psychological or emotional resilience. It is one part of a broader range of professional psychological services available to members. As members of the EMbrace Program, Peer Supporters: educate SES members about services available from the EMbrace Program; provide basic psychological first aid; assess the referral needs of members; and Page 1 of 11 Date: 14/05/2008 BMH 19.0

2 refer members to an EMbrace Program counsellor, community resources or other specialist services where appropriate. Peer Supporters form part of the Critical Incident Response Team working in a coordinated manner to provide the above functions in the context of Critical Incidents. This document has been developed in line with both the Department of Emergency Services (DES) and EMQ s Strategic Plan. 4.1 DEFINITIONS PEER A person who is equal to another in the SES and shares similar abilities, qualifications, rank and experiences CRITICAL INCIDENT Also referred to as a potentially traumatic event (PTE). A sudden disturbing or unusually challenging event that generates a strong emotional and cognitive reaction, often described as a crisis that is outside the usual range of experiences. An event that has the potential to: create a strong emotional reaction; overwhelm day-to-day coping skills; and/or interfere with the ability to function normally CRITICAL INCIDENT RESPONSE TEAM Consists of all or a combination of the following: EMbrace Program Coordinator; Regional Peer Support Coordinator; Peer Supporter(s); Supervision Counsellor or EMbrace Program Counsellor CRISIS INTERVENTION Any intervention that improves the psychological resilience of an individual or a group. It is the temporary, active and supportive entry into the life of individuals or groups during a period of extreme distress. In the context of critical incidents, Crisis Interventions are not limited to talking about the event. Crisis Interventions can include other interventions designed to assist members to remain calm and alert. It is a confidential service, at no cost to the individual. The focus on intervention in circumstances of acute distress is to: assess the nature and severity of a crisis reaction; stabilise the situation; and reduce the distress associated with an acute crisis response. Examples of Crisis Interventions include but are not limited to: pre-incident education; planning the response; assessment; Page 2 of 11 Date: 14/05/2008 BMH 19.0

3 information distribution; psychological first aid; individual/one on one Crisis Intervention; small group Crisis Intervention (defusing and debriefing); large group Crisis Intervention (demobilisation and crisis management briefing); and/or follow up and referral mechanisms. For further information relating to group interventions refer to BMH 8.0 Critical Incident Management. 5 PROCEDURAL INFORMATION 5.1 SCOPE AND LIMITATIONS OF PEER SUPPORT Peer Support is a front-line, first response resilience building program. Peer Supporters provide: PEER SUPPORT Peer Support, by its very nature, is designed to operate within this peer network. Other supports should be considered for those outside the network of SES peers PRACTICAL SUPPORT Peer Supporters are selected and trained to relate to colleagues experiencing personal or work related difficulties. By virtue of a common working environment and experiences they are equipped to provide practical and timely support BRIEF SUPPORT Peer Supporters provide basic short-term assistance, support or guidance to colleagues and their immediate families during personal and/or work related difficulties. Peer Supporters are trained to recognise and refer peers who have long-term needs LIMIT OF SUPPORT Peer Supporters are not trained as counsellors and are limited to focusing on their peer s immediate personal needs. They provide, practical, brief support in a collegial style, they do not provide advice or counselling. Peer Supporters are not trained to give legal or financial guidance and will refer any specific enquiries of this nature to the appropriate profession. 5.2 PEER SUPPORT ACTIVATION Peer Supporters form part of the multi faceted Critical Incident Response Team and should be utilised to provide emotional support to their peers before, during and after stressful activations. Peer Supporters can be activated in several ways for three specific purposes. These include: General Support, Critical Incident Support and Proactive Support GENERAL SUPPORT General support relates to assistance a Peer Supporter might provide their peers who are experiencing any personal or work related concerns. Peer Supporters can be activated in the following manner. Page 3 of 11 Date: 14/05/2008 BMH 19.0

4 ACTIVATION BY SELF REFERRAL Any member of the SES can self-refer to a Peer Supporter. A comprehensive list of all Peer Supporters is available from the EMbrace Program, the EMQ Area Office or the SES Volunteer Portal. This allows members to choose which Peer Supporter they wish to seek assistance from ACTIVATION BY THIRD PARTY REFERRAL Specific members may be referred to a Peer Supporter by a third person. Preferably, this is done with the consent of the member. However, genuine concern for a person s mental and physical health and duty of care may override this consent. Access to any EMbrace Program services is voluntary and no individual will be forced to participate in support services CRITICAL INCIDENT SUPPORT Critical Incident Support relates to assistance Peer Supporters provide their peers after it is identified they have attended a Critical Incident. It differs from general support in that it is designed as a proactive measure to mitigate the potential effects of exposure to these events and is not necessarily a response to a member s distress. When working with any or all of the following, EMbrace Program Coordinator, a Counsellor, and/or Regional Peer Support Coordinator, the Peer Supporter is an important member of the Critical Incident Response Team. Peer Supporters are trained to make an assessment of the need for further crisis interventions. If required, Peer Supporters may also facilitate individual and small group interventions designed to support those exposed to critical incidents. They are able to assist mental health professionals during critical incident debriefings and can provide individual or small group follow up. Critical Incident Support can be activated in the following ways: ACTIVATION BY RESPONSIBLE MANAGERS The Incident Controller, Area Director EMQ, State/Regional Duty Officers, Local Controller and/or Group Leader have a duty of care in relation to the physical and psychological well-being of their staff and volunteers. As such, they are responsible to monitor critical incidents and similar events to identify any potential circumstances requiring referral to a Peer Supporter or the EMbrace Program. In the event of a team being involved in operational activity which has been identified as a critical incident, Peer Supporters can be asked to provide general follow up support to members of that team. For further information relating to procedures to be followed in the event of a critical incident refer to BMH 8.0 Critical Incident Management ACTIVATION BY EMbrace PROGRAM COORDINATOR In the event that notification of the Critical Incident comes directly to the EMbrace Program, the EMbrace Program Coordinator will identify the most appropriate response to the incident and activate the Peer Supporter/s directly if necessary. Page 4 of 11 Date: 14/05/2008 BMH 19.0

5 During the identification of an appropriate response the EMbrace Program Coordinator or their delegate, may make the necessary inquiries to ascertain the welfare of volunteers and/or staff in attendance. Incident Controllers and State/Regional Duty Officers are obligated to provide the necessary information in order to allow the Critical Incident Response Team to make a proper assessment of the situation and need for intervention. For further information relating to procedures to be followed in the event of a critical incident refer to BMH 8.0 Critical Incident Management MANDATORY ACTIVATION There are some incidents that are considered to be significant enough to warrant the mandatory notification of the Critical Incident Response Team even if distress is not observed. These include: line of duty death, including both operational and support activities; major incidents where psychological distress is evident for either actual or potential problems for volunteers; serious injury to a colleague; disasters/events of terrorism; suicide of a colleague; witnessing death, serious illness or injured child; and/or witnessing single/multiple casualties and fatalities. In these situations the Critical Incident Response Team, will develop an appropriate response in consultation with the relevant responsible managers. For other Potentially Traumatic Events such as those outlined in BMH 8.0 Critical Incident Management and Section of the Qld Peer Support Procedural Guidelines, the EMbrace Program highly recommends that responsible managers notify a Peer Supporter or the EMbrace Program Coordinator and pay close attention to the stress response of SES members with the view to refer members who are exhibiting signs of critical incident stress PROACTIVE PEER SUPPORT In anticipation of Critical Incidents, Peer Supporters may also be used to provide or facilitate education to peers to improve resilience to potentially traumatic events. Peer Supporters should present the EMbrace Program endorsed package on Critical Incident Stress Awareness to SES Units. 5.3 REFERRAL OPTIONS FOR PEER SUPPORTERS Peer Supporters may refer members to a number of sources as outlined below: HOUR CRISIS COUNSELLING LINE When a Peer Supporter determines an immediate need for psychological support, they will refer the individual to the 24 hour crisis counselling service. They may make the call on behalf of the individual if they feel there are immediate concerns about the member s welfare. For further information relating to the 24 hour crisis counselling line refer to BMH 13.0 Embrace Program. Any individual, needing immediate psychological support can call the Crisis Counselling Line on telephone Page 5 of 11 Date: 14/05/2008 BMH 19.0

6 5.3.2 EMbrace PROGRAM COUNSELLORS EMQ, via the EMbrace Program offers members access to qualified mental health professionals to receive four (4) free, confidential counseling sessions. For information and eligibility requirements refer to BMH 13.0 EMbrace Program or contact the EMbrace Program on COMMUNITY RESOURCES Peer Supporters can assist by providing information about local resources or assist members to explore the availability of other services in the community. 5.4 PEER SUPPORTER S DUTY OF CARE CONFIDENTIALITY All current Peer Supporters read, sign and are subject to a Peer Support Agreement stipulating their commitment to abide by the Peer Support Code of Conduct, which outlines the requirements of confidentiality. Peer Supporters will reveal confidential information to others only with the consent of the person and under limited circumstances as governed by the Code of Conduct. In circumstances where failure to disclose may result in clear risk to the individual or to others, the Peer Supporter will disclose information necessary to relevant persons to avert risk in order to meet their obligations under their duty of care. Peer Supporters should share their intention to disclose relevant information to those they support unless there is insufficient, immediate opportunity to do so. Peer Supporters are obligated to reveal relevant information to avert risk in the following situations where there is a threat of: suicide; harm to self; harm to others; and/or criminal activity or disclosure of criminal activity. Peer Supporters are obligated to reveal relevant information when there is an overriding legal or organisational reason to do so. For example: court subpoena; WorkCover claims (if they are nominated as a witness); and/or when there is evidence of official misconduct that would result in termination of membership. If it is practical to do so, Peer Supporters will confidentially discuss their concerns with the Supervision Counsellor and/or EMbrace Program Coordinator prior to any breach of confidentiality being made. More information is contained in the Qld SES Peer Support Procedural Guidelines. Peer Supporters must inform the peers they support of the limits of confidentiality. Page 6 of 11 Date: 14/05/2008 BMH 19.0

7 5.4.2 REFERRAL If a Peer Supporter is unable to provide support to a member for any reason, they are obligated to ensure this person is referred to appropriate alternative services. These may include another Peer Supporter, the Crisis Counselling line, an EMbrace Program counsellor or a reputable community resource. Any concerns about a person s immediate safety should be dealt with without delay. Peer Supporters who have been involved in a potentially traumatic event themselves and can not fulfil the role of Peer Supporter, have to ensure the services of another Peer Supporter is sought to provide support to fellow SES members ETHICS AND CONDUCT Peer Supporters agree to abide by a Code of Conduct specific to the role of Peer Supporter. This Code of Conduct addresses issues such as, practice standards, limits of service, accountabilities, conflicts of interest and confidentiality. Peer Supporters are obligated to act within the boundaries of the Peer Support Code of Conduct at all times, whether officially in the Peer Support role or as a general SES member. EMbrace Program endorsed Peer Supporters receive intensive induction and ongoing training to ensure accountability and application of appropriate skills. Within the SES they are most appropriately trained to offer suitable support services as their conduct is governed by the EMbrace Program. No other SES member is to utilise the term peer support unless they are a current EMbrace Program endorsed Peer Supporter. Only the names of endorsed Peer Supporters are displayed on the SES Volunteer Portal and only those people shall be utilised in this capacity. For more detailed information refer to the Qld SES Peer Support Procedural Guidelines. 5.5 PEER SUPPORT SELECTION Only active volunteer members in possession of a membership number will be considered for selection as Peer Supporters. The process of selection includes the completion of a nomination/enrolment form, an interview to assess suitability for the role of Peer Supporter, and a process of reference checking. Successful applicants will be invited to a Peer Support Induction Course where they will be required to demonstrate their competence. After successful completion of the course, they will be required to accept and adhere to the terms and conditions of the Peer Support Agreement and Code of Conduct. Due to the nature of Peer Support the demand for Peer Supporters within the State the demographic profile of SES Units will also influence the selection decision. A six month probation period applies to all new Peer Supporters. For more detailed information about the selection of Peer Supporters refer to Qld SES Peer Support Procedural Guidelines. Page 7 of 11 Date: 14/05/2008 BMH 19.0

8 6 ADMINISTRATIVE INFORMATION This information is to be accessible for all relevant personnel. 6.1 PRACTICE ISSUES RECORD KEEPING Peer supporters are required to record each Peer Support contact in a factual manner. All contact records generated by Peer Supporters remain the property of the EMbrace Program and are forwarded to the EMbrace Program to be kept secure and confidential. For more details relating to Peer Supporters record keeping responsibilities refer to the Qld SES Peer Support Procedural Guidelines PROFESSIONAL DEVELOPMENT Prior to activation Peer Supporters must complete the Peer Support Induction Course. As a matter of maintaining best practice in Peer Support and self care, Peer Supporters are also required to attend regular supervision and contact with their Supervision Counselor. For more detailed information refer to the Qld SES Peer Support Procedural Guidelines SAFETY In addition to their responsibility to adhere to the DES Workplace Health and Safety Policies for Volunteers, Peer Supporters must take precautions around their own personal and psychological safety. As such Peer Supporters should pay special attention to personal safety during home visits or any other private contact with a person and take steps to mitigate any risks. Peer Supporters are required to actively protect their psychological safety by maintaining a healthy relationship with their support network. Among other requirements described in the Qld SES Peer Support Procedural Guidelines, this includes attending regular supervision COMPLAINTS AND GRIEVENCES Any person accessing or engaged with the Peer Support Program can lodge a complaint or grievance against any DES employee or volunteer. For more information, refer to BMH 11.0 Grievance Resolutions. 7. FORMS AND TEMPLATES Nil 8. APPENDICES A Peer Support Code of Conduct Page 8 of 11 Date: 14/05/2008 BMH 19.0

9 9. RELEVANT LEGISLATION, POLICY AND GUIDELINES Disaster Management Act 2003 Queensland Public Service Act 1996 Anti-discrimination Act 1991 Equal Opportunity in Public Employment Act 1992 Public Sector Ethics Act 1994 Workplace Health and Safety Act 1995 Queensland Public Service Award State 2006 Cabinet Decision No May 1980 Department of Emergency Services Corporate Plan Qld SES Peer Support Procedural Guideline QSES BMH 8.0 Critical Incident Stress Management QSES BMH 11.0 Grievance Resolution QSES BMH 13.0 EMbrace Program 10. DOCUMENT REVIEW This document will be reviewed by the EMbrace Program every 18 months or as otherwise required as a result of identified legislative, policy and/or procedural changes. Original Signed Frank Pagano AFSM Executive Director State Emergency Service Page 9 of 11 Date: 14/05/2008 BMH 19.0

10 Appendix A EMbrace Program PEER SUPPORT CODE OF CONDUCT Purpose The Code of Conduct provides Peer Supporters and EMQ with guidance in relation to the conduct and behaviour of Peer Supporters. It also provides a reference point for performance evaluation of both individual Peer Supporters and for the Peer Support Program ( the Service ) as a whole. Introduction The EMbrace Program has a mission to enhance the psychological and emotional well being of paid and volunteer personnel. In pursuing its goals it provides a Peer Support Program to support volunteers and employees through informal, confidential contact by peers who have been appropriately trained for this role. The following Code of Conduct ( the Code ) is designed to allow the Program to preserve its reputation of integrity and credibility within EMQ. The Code is to be used as a reference tool. It will be useful in making decisions relating to Peer Supporter work. It will help in identifying acceptable behaviour, making fair minded decisions, and in developing a positive culture within and about the Peer Support Program. A Peer Supporter acting inconsistently with the Code must show that his or her behavior was not unethical or inappropriate. Violation of the Code is a serious matter and may result in corrective or disciplinary action. (More information can be found in the Peer Support Procedural Guidelines) Practice Standards Peer Supporters will deliver services with integrity, sensitivity, respect and confidentiality. Peer Supporters occupy a position of trust with service users and shall act at all times to preserve that trust. Peer Supporters must ensure that their conduct as a Peer Supporter, member of their community and as an SES member is of the highest standard at all times, regardless of whether they are acting in an official Peer Support capacity. This Code of Conduct is in addition to the Department of Emergency Services Code of Conduct and this Code of Conduct must also be adhered to at all times. Confidentiality is a critical component of any Peer Support program and should be respected at all times. However, limited exceptions to confidentiality apply. These include: threats of harm to self or others, disclosure of criminal activity or serious misconduct, or when legal requirements dictate (e.g subpoenas, Workcover investigations). These concerns must always be discussed with the EMbrace Program Coordinator prior to any breach of confidentiality (see below for more details). Service In provision of quality services, Peer Supporters agree to: Undertake their role without bias, prejudice or favouritism. Remain neutral in their SES role, as representatives of EMQ, adopting an impartial stance on controversial issues and not engaging in gossip or slander. Page 10 of 11 Date: 14/05/2008 BMH 19.0

11 Not receive private fees, gratuities or other remuneration for work performed as a Peer Supporter. Any form of payment or gratuity offered must be reported to the EMbrace Program Coordinator. Accountability To ensure accountability to all stakeholders, Peer Supporters agree to: Comply with all training and supervision requirements or orientation provided by the EMbrace Program, or on its behalf. Adhere to all policies and procedures of the EMbrace Program. Ensure that they do not exceed the authority of their position. Not misrepresent their competence, qualifications, training or experience. Refrain from offering advice or undertaking work beyond their competence/training. Refrain from any act that would bring the EMbrace and Peer Support Programs into disrepute. Conflict Of Interest To ensure professional responsibilities are adequately met, Peer Supporters agree to: Refer close friends to other Peer Supporters for one-on-one emotional support. Not enter into any intimate or otherwise non-professional relationship with a service user nor behave in a manner that could be perceived by others as inappropriate in nature. Discuss any potential conflict of interest with their Supervision Counsellor or the EMbrace Program Coordinator immediately. Confidentiality To ensure confidentiality is maintained, Peer Supporters agree to: Respect the confidentiality of information disclosed to them by individuals who seek their assistance, formally or informally. Disclose information only under the following circumstances: - Consent is provided by the person seeking support - Where a subpoena for information is received through legal channels - Workcover investigations or if required by legislation - Where there is known or suspected criminal activity, or serious misconduct - Where there are threats of harm to self or others Any of the above exemptions concerning a breach of confidentiality MUST be discussed with the EMbrace Program Coordinator or relevant Supervision Counsellor immediately and whenever possible before breaching confidentiality. Peer Supporters must inform their clients of the limits of confidentiality before carrying out Peer Support duties. Summary Strict observance of the Code is fundamental to the activity and reputation of the Peer Support Program. It is essential all Peer Supporters adhere to this Code. All current Peer Supporters, through signing the Peer Support agreement, have agreed to read and abide by this Code of Conduct. It is the responsibility of Supervision Counsellors to ensure all Peer Supporters fully understand and adhere to this Code of Conduct through ongoing training and supervision. Any suspected breaches of the Code should be reported to the relevant Supervision Counsellor and/or EMbrace Program Coordinator for appropriate action. Page 11 of 11 Date: 14/05/2008 BMH 19.0