caring Communication

Support Person’s Role
listening service
Pauline Kent, Support
Contact Person,
at Sligo Regional
Hospital, explains
Dignity at Work and
the Support Contact
Person’s role
Support Contact Persons Pauline Kent, Joe
Casey and Wendy McGinty.
e have two ears and one
mouth so that we can listen
twice as much as speak.” The
above quote from Epictetus
the Greek philosopher epitomises for me as
a support contact person in the HSE a clear
explanation of what defines the role.
It is predominantly a listening service for
all staff in the HSE who may believe they are
experiencing bullying or harassment within
the workplace. Indeed, it is also a support
service for staff who may be accused of
bullying or harassment. If it so happens
that I am contacted by both parties, I would
support the first person who requests
support and refer the second person to
another Support Contact person.
The first contact I receive is generally
by phone where the individual will give a
description of what they are experiencing
and how they are feeling. This is the first step
but it is an important step in that staff feel
comforted and supported in the fact that
they have someone who is giving them time
to share their story. This is usually but not
always followed up by a face to face meeting.
It is imperative that a safe place is provided
to meet with the staff and that the staff are
assured that all information is confidential,
no records will be taken and their line
managers will not receive a report of the
meeting.
There are many reasons why we receive
contact; it may be for advice related to
workplace bullying. Our role here is to clarify
what they are experiencing and to empower
them to make a decision as to next steps, if
any. We do not judge if bullying etc has taken
place or indeed investigate such allegations,
our place is to support staff in any way we
can.
vulnerable
My experience of this role and indeed the
experience of most of my colleagues involved
in this role is that it is a very rewarding,
enriching role.
To be able to support staff at a time when
they may be feeling at their most vulnerable
is a humbling experience and one that I have
never regretted doing even though there
were periods when it could be demanding
and impact on your own time management in
your workplace.
I would encourage all staff to avail of this
service if they feel they fit into the criteria as
outlined. The positive feedback from staff
who have availed of the service is testimony
to how empowering the experience was for
them.
The contact details for the Support
Contact Persons Service are available in the
Performance and Development West section
on www.hseland.ie and details are also
available at your local HR office and or local
notice boards.
spring 2016 | health matters | 39