RSPCA Stress audit: Draft report By Dr Niki Ellis 28 June 2007
1 2 3 4 5 Research questions? Is compassion fatigue a significant organisational health problem for the RSPCA? What are the factors which are risks and opportunities for organisational health at the RSPCA? What are the suggestions for improvement by staff? What is the proposed approach to compassion fatigue? What are the next steps?
What is compassion fatigue? Compassion fatigue is exhaustion due to compassion stress..compassion stress is the demand to be compassionate and effective in helping. Animal care professionals experience compassion fatigue when they are traumatised by trying to help. Source: Figley and Roop p11
Mechanisms for compassion fatigue - PTSD Being a primary trauma survivor eg car crash Experiencing trauma second-hand (secondary traumatic stress reactions) eg carers witnessing suffering in animals Having experienced trauma previously, then witnessing trauma to others, eg animals, which provokes awareness of carers previous trauma
Compassion fatigue paradoxes 1 2 3 4 Exposure to the suffering, together with effective empathetic ability and concern for the suffering, are the necessary ingredients.to provide the necessary empathetic response, given the right kind and amount of training and supervision Care/euthanasia paradox Animal carers experience both high levels of compassion satisfaction and compassion fatigue simultaneously book end picture Definition of client -? Animal,? Owner,? Other person
Important symptoms of compassion fatigue Pre-occupation (intrusive thoughts) with images of animals suffering; dreaming Hypervigilance can t sleep, can t concentrate, hyperaroused, startle effect, Avoidance of situations which may remind them of trauma Numbness, negative attitude to people Physical fatigue Irritability, crying spells
What to look out for in the workplace Poor motivation Workplace dread Sense of alienation Aggression Health problems headaches, backaches, mental health problems including substance abuse, others Source: Figley and Roop, p 20
Impact on animal welfare organisations Reduced productivity High turnover
Risk factors for compassion fatigue Workplace Individual Prolonged exposure to suffering long working hours, lack of work/life balance Unsupportive work environment People who work in animal shelters but do not perform euthanasia are at risk of compassion fatigue associated with euthanasia, as well as those who perform euthanasia Previous physical and mental trauma which is unresolved leading to traumatic memories and other psychological symptoms Life demands
Protective factors for compassion fatigue Compassion satisfaction Sentiment arising from one who derives pleasures from helping, likes colleagues, and feels good about [his or her] ability to help and making contributions Source: Figley and Roop p 48 Supportive work environment In the context of work, compassion stress is a function of the general morale and supportiveness of fellow workers, especially the supervisor and administration Sense of trust, optimism, and mutual support among and between staff members Source: Figley and Roop p 10
Organisational health model for compassion satisfaction and fatigue in animal shelters Prolonged exposure Hours of exposure to suffering of animals Supportiveness of work environment Compassion satisfaction Individual factors Compassion distress Compassion fatigue Traumatic memories Mental and physical illness Non-work stressors Organisational impact Productivity Turnover
Primary prevention strategies for compassion fatigue Figley and Roop have neglected primary prevention, their approach has a strong focus on secondary prevention (early detection and provision of support) However 1 citation, referring to research on psychotherapists: Peer support Supervision and consultation Training Personal therapy Work/life balance Clear limits and boundaries with clients Source: Hollingsworth 1993
Secondary prevention strategies for compassion fatigue Compassion satisfaction and fatigue survey Standards for self care Compassion fatigue workshops Handouts on individual stress management Peer support program Source: Figley and Roop
Is compassion fatigue a significant organisational problem for the RSPCA? Based on qualitative research highly likely, but need more data: Analysis of sick leave, turnover and productivity data? Compassion satisfaction and fatigue survey
Is compassion fatigue a significant organisational problem for the RSPCA 160 Total days sick by year for permanent staff 140 120 Total Days 100 80 60 115 143.5 40 20 0 65.5 2004 2005 2006 Year
Is compassion fatigue a significant organisational problem for the RSPCA AVERAGE NUM BER OF SICK DAYS TAKEN PER PERSON PER DEPARTM ENT 2006 9.00 8.00 7.83 7.00 6.00 5.80 5.00 4.00 4.19 4.63 3.00 2.00 2.00 2.33 2.70 3.00 2.50 1.00 0.50 0.00 Admin F/Raising C/Centre D/Obed Retail Insp Vets HR Edu Shelters
s? From qualitative research, reporting of symptoms: Animal attendants > than vets and inspectors Casual > permanent From qualitative research? Absenteeism > in animal attendants Staff turnover around 30% Is compassion fatigue a significant organisational problem for the RSPCA
What is compassion satisfaction like in the RSPCA? In all focus groups overall strong satisfaction with jobs, with only 1 or 2 exceptions
Is compassion fatigue a significant organisational problem for the RSPCA What staff like most about working at RSPCA Interaction with animals Success in helping animals making a difference, making the world a better place for animals help find new homes I am lucky enough to have powers. I can remove (the animal), if not I can educate the owner Meeting challenges, variety, learning different everyday Being part of a team
Is compassion fatigue a significant organisational problem for the RSPCA What staff like least about working at RSPCA Euthanasia making (unfavourable) decisions in behavioural assessment Seeing animal cruelty Being the end of the line clean up place for the community Owners not understanding what people do Frustration at lack of success banging your head against a brick wall Physical environment heat, rain Limited resources lack of diagnostic equipment, state of pens Abuse
What are the factors which are risks and opportunities for organisational health? Factors outside workplace Role ambiguity care/euthanasia paradox
What are the factors which are risks and opportunities for organisational health? Way work is organised Job security Workload Job control Scheduling Job content Social environment Physical environment Rating of +++ is max positive impact -- --- ++ -/+ +++/,mitigated by care/euthanasia paradox --, inspectors only, other staff +++ --- - - - is max negative impact Based on workplace inspection and focus groups
What are the factors which are risks and opportunities for organisational health? Way people are managed Role clarity, feedback Relationships Senior managers Peers Clients Change Opportunity for learning and development +++ - +++ -/+ +++ + Rating of +++ is max positive impact - - - is max negative impact
Current situation: strengths in relation to compassion satisfaction and fatigue Management recognised issue and understands need to address primary prevention as well as secondary prevention Some good ideas on working smarter New centre well positioned with staff as an opportunity to change the way the RSPCA works effective change management New centre will address issues related to physical environment Staff have a clear and shared vision of the bigger problem in the community understand why they are undertaking euthanasia Staff feel empowered in their work multiskilling has been successful Work on strategy to improve customer service has begun Work with TAFE to formalise training begun Work to improve selection selection process begun There is a basis on which to build counselling and support HR manager, employee assistance program
Current situation: challenges in relation to compassion satisfaction and fatigue Workload and scheduling, especially for casuals You might work 6,7,8 days with 1 day off No life, you can t plan, OK if you fit your life round the roster Trust RSPCA is moving from a culture which had a focus on animals to a culture with a focus on people as well. Trust needs to be built further, developing a compassion satisfaction and fatigue program could assist this Do you feel supported by your manager? To a certain extent, At times There are time constraints She s my manager it s a line I don t cross Not everyone is approachable Stigma associated with not coping We have to be tough to work here They will take us away from the animals A casual person would have to be concerned about their hours being dropped. A full time person would have to think about the way they would be treated. Might get an attitude Inspector isolation and safety
Suggestions for improvement Primary prevention managers Plan for animal welfare in partnership with other animal welfare organisations, with the aim of reducing the pressure on RSPCA in the longer term Advocacy for legislation for desexing cats Enhancing prevention/education function in new campus Working smarter Virtual shelter Seize to property Improve customer service at reception/provide support and so reduce surrenders Celebrate wins more Continue to improve orientation/induction Consider making some casuals permanent P/T
Suggestions for improvement Primary prevention animal attendants Prevent cruelty supportive of greater effort in prevention More staff More resources Casual staff 2 days off in a row
Suggestions for improvement Primary prevention inspectors More staff discussed volunteer inspectors, noted this had not worked previously, but seemed ready to consider again Two up teams Improved communications GPS not working, often out of range of mobile phones Greater opportunity for discussion, debriefing
Suggestions for improvement Primary prevention attitude of animal carers to some ideas Reducing intake No, the thought of turning animals away would add a lot of stress Consider process for decision-making on euthanasia is optimal and greatly improved consider shared responsibility between vets and animal attendants to be good, consider guidelines to be appropriate and like the flexibility Extending multiskilling Permanents wary, casuals would like a few (at least 2) consecutive days in each section Additional training Induction maybe a bit more, would like formal quals to supplement on the job training
Suggestions for improvement Secondary prevention - managers Workshops and training Qualified person on site (for support)
Suggestions for improvement Secondary prevention animal carers Easy access to a counsellor, anonymity Peer support program
Proposal Building on initiatives already commenced, and taking a participative approach, HR manager to lead the development of a compassion satisfaction program. The nature of the agenda (addressing an issue of fundamental concern to staff) and a joint management, staff approach to development and implementation should further build trust. In developing the program the potential to extend to other States should be kept in mind.
Primary prevention Proposal Compassion satisfaction policy Academy of Traumatology Standards a starting point Organisational and individual responsibilities Include commitment to a reasonable workload, and creating supportive work environment Once policy is in draft form, run joint management, animal carer workshops, including baseline survey, see below Smarter working program Start with a workshop to brainstorm ideas and plan action Have a program of demonstration projects, eg virtual shelter, seizing to property, reducing surrenders at front counter, redefining role of RSPCA in partnership with other orgs, advocacy for legislation Share information, progress etc on website Run staff suggestion box on above website (continuous improvement program) focus on action and reward/recognition for suggestions Local celebrate wins initiative significant opportunity for staff to determine how best to do this Continue to involve staff as much as possible in design of enhanced advocacy/prevention/education strategy this involvement alone will add a further positive dimension to their work Do compassion satisfaction and fatigue survey regularly (say annually). Include results as KPI for senior managers
Proposal Secondary prevention Peer support program to bridge to EAP Enhance induction/orientation training
Proposal Support proposal for employee wellness officer with the aim of releasing HR manager to work on more strategic issues