Promoting Competency, Self Care and
Team Care
presented by
Marianne Seaton & John Howley
What is SAIL?
• SAIL : Supportive Approaches through Innovative Learning
• SAIL is Ontario’s 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
o Skills and
o Supporting behaviours
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required to work effectively with Clients,
Colleagues and Communities.
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 Province’s 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 interdependent tiers:
1.
The Coach Approach
2.
Essential Communication Skills
3.
Advanced Intervention Skills:
Interventions of Engagement
4.
Advanced Intervention Skills:
Problem Solving Interventions
5.
Models of Employability
SAIL Competencies for Ontario Works
Models
of
Employability
Advanced
Intervention
Skills: Problem
Solving
Essential
Communication
Skills
The Coach
Approach
Advanced
Intervention
Skills:
Engagement
Benefits and Advantages of SAIL
• SAIL competencies form and enrich the crossjurisdictional 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
Advanced
Intervention
Skills: Problem
Solving
Essential
Communication
Skills
The Coach
Approach
Advanced
Intervention
Skills:
Engagement
Sector-Specific Competencies
Essential
Factors of
Social Inclusion
Advanced
Intervention
Skills: Problem
Solving
Communication
Skills
The Coach
Approach
Sector-Specific
Models of
Service
Advanced
Intervention
Skills:
Engagement
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
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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
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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
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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
• Ellen’s 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
Advanced
Intervention
Skills: Problem
Solving
Essential
Communication
Skills
The
Coach
Approach
Advanced
Intervention
Skills:
Engagement
The Coach Approach
The Coach Approach is an organizational
commitment to applying three dimensions of
coaching:
o
o
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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
Manage the
Relationship
Discover the
Individual
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?
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.
The Coaching Wheel
Coaching
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
Models
of
Employability
Advanced
Intervention
Skills: Problem
Solving
Essential
Communication
Skills
The Coach
Approach
Advanced
Intervention
Skills:
Engagement
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
SAIL Competencies
Models
of
Employability
Advanced
Intervention
Skills: Problem
Solving
Essential
Communication
Skills
The Coach
Approach
Advanced
Intervention
Skills:
Engagement
Advanced Intervention Skills:
Engagement
•
•
•
•
•
•
•
•
•
•
•
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 individual’s 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
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Note this is not a normed scale!
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Maslow’s Hierarchy of Needs
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Ruby Payne’s Hidden Rules of
Poverty
Poverty
Middle Class
Wealth
POSSESSIONS
People
Things
One-of-a-kind objects,
pedigrees, legacies
MONEY
To be used, spent.
To be managed.
To be conserved,
invested.
FOOD
Key Question: Did
you have enough?
Quantity is most
important.
Key Question: Did
you like it? Quality is
most important.
Key Question: Was it
presented well?
Presentation is most
important.
CLOTHING
Valued for individual
style and expression
of personality.
Valued for its quality
and acceptance into
the norm of middleclass. Label is
important.
Valued for the artistic
sense and expression.
The designer is
important.
EDUCATION
Valued and revered
as abstract, not a
reality for them.
Crucial for climbing
the ladder of success
and making money.
Necessary tradition for
making and
maintaining
connections.
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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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o
Please complete the Team Care Assessment Tool
o
Note this is not a normed scale!
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SAIL Competencies for Ontario Works
Models
of
Employability
Advanced
Intervention
Skills:
Problem
Solving
Essential
Communication
Skills
The Coach
Approach
Advanced
Intervention
Skills:
Engagement
Advanced Intervention Skills:
Problem 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
Models
of
Employability
Advanced
Intervention
Skills: Problem
Solving
Essential
Communication
Skills
The Coach
Approach
Advanced
Intervention
Skills:
Engagement
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 Children’s 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:
John:
mseaton.csi@bell.net
jghowley@rogers.com
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The Final Word
Any questions or comments?
Fun working with you today!
-Marianne and John
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