Supported Employment: Training Frontline Staff - SAMHSA Store ...

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Examples of positive statements: You’ve shown some real determination by going out and getting a new job each time you lost an old one. I understand that you had to leave work early because you found the noise too loud to bear. I really think you were very responsible in talking to your supervisor about your difficulties before going home. In addition to pointing out positives, employment specialists can elicit positive statements from consumers about themselves. Examples of questions to ask to elicit positive statements: Can you tell me about some of the things that you think you did really well in the last job that you worked You’ve mentioned a few things that you are unhappy about in terms of your recent job performance. What are your strengths, and what do you do best at this job Express empathy Many consumers report that the faith and caring of their employment specialist was critical to their vocational success. One way to communicate that you care about consumers you serve is through expressing empathy. Empathy involves conveying to consumers that you understand and feel what their experience is like. Empathy demonstrates an emotional understanding of another person and not just a factual understanding. Typically, many consumers have experienced a range of setbacks in the process of pursuing their personal goals, and the memories of these “failures” may interfere with pursuing their vocational goals. In addition, consumers often experience a variety of obstacles to success in the workplace, including the following: • Responding to criticism; • Dealing with unclear assignments; • Arranging for reasonable accommodations for their mental illness; and • Concern about the adequacy of their job performance. Empathizing with the difficult emotions consumers have experienced is a powerful way for you to show consumers that you care and to facilitate the human connection that is critical to providing effective SE services. Sometimes expressing empathy may lead to problem-solving, but not at other times. Regardless of whether concrete steps are identified to deal with the feelings, showing empathic understanding facilitates the working relationship. Examples of empathic statements: • How difficult! How painful! • How wonderful! • How irritating! What a disappointment to lose that job after working so hard to get it. • What a mess! How confusing to expect to do one job and to come in and be assigned a different task! • You sure have put up with a lot! Support consumers in their efforts to take personal responsibility You can help consumers in their effort to take personal responsibility for health and life choices in these ways: • Eliciting consumers’ preferences by using openended questions; • Respecting consumers’ preferences; and • Avoiding excessive advice. • The stigma of mental illness; • Socializing with coworkers; Module 34 10 Job Assessment Supports and and Collaborations Job Finding
Use open-ended questions Open-ended questions are questions that cannot be answered with a “Yes” or a “No.” When interviewing consumers, asking openended questions often yields much more useful information than asking closed-ended questions. Open-ended questions are very useful for learning more about consumers, including their job preferences, work history, perceived difficulties on the job, and desire for support. Examples of open-ended questions: • I’d like to hear about the kinds of jobs you’ve worked in the past. • What sort of things do you enjoy doing • When you think of the kinds of work you’d like to do, what types of work do you find most interesting • What types of problems have you encountered on your job Open-ended questions are better than closeended questions because they require consumers to elaborate in responding to the question, giving you more information about what they want or are thinking. By asking open-ended questions, you can also have a greater assurance that consumers understood your question. People can easily answer closed-ended questions with a “Yes” or a “No,” even without truly understanding the question, resulting in your incorrectly understanding consumers’ preferences. Open-ended questions are also helpful in checking the understandings you have with consumers. With some consumers, it is important to periodically establish that you mutually understand the conversation by pausing and asking open-ended review questions. For example, you may say: Let’s go over what we’re going to do together when we meet with the restaurant manager about a possible job. What is our plan going to be This type of question is more useful in checking consumers’ understanding than asking a closedended question such as Do you understand our plan for what we are going to do when we meet with the restaurant manager about a possible job for you In short, open-ended questions are useful for eliciting consumers’ preferences and ensuring clear communication. Respect consumer preferences Respecting consumers’ preferences is a core principle of SE (for SE core principles, see Module 1). Allow consumers’ preferences to guide the type of SE services that you provide in these areas: • The type of job that is sought; • The nature of support you provide; and • Whether to disclose consumers’ mental illness to employers. Respecting consumers’ preferences is important for a number of reasons. Consumers who feel understood and respected are more likely to stay engaged in SE services. Consumers who obtain work that is interesting to them tend to have higher levels of satisfaction with their jobs and longer job tenures. Thus, attending to consumers’ job preferences will make your work easier because consumers are more likely to remain on the job. Furthermore, conflict can occur when consumers’ preferences are not well understood or are not fully respected. Conflict occurs when tension arises between consumers and employment specialists, usually with respect to some aspect of consumers’ vocational plan or problem experienced at work. Distinguish conflict from disagreement. Consumers and employment specialists may have different perspectives on a problem and may disagree about it, without this disagreement leading to tension. It is best to avoid conflict with consumers at all times, since the emotional tension inherent in conflict Training Job Supports Frontline and Collaborations Staff 11 Module 4
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Training Frontline Staff Supported
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Acknowledgments This document was p
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This KIT is part of a series of Evi
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Module 2: Referral, Engagement, and
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To complete this four-session train
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Cross-train It is important that st
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Training Frontline Staff Module 1:
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The overriding philosophy of SE is
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Practice principles of Supported Em
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• As consumers begin identifying
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Exercise: Explore the Benefits of S
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Does he have another job to go to I
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Exercise: Role-Play Providing Job S
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Working again Do you want to use th
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