excellence in care

National Mediation Conference 2012

The role of early intervention in preventing and resolving
conflic...
excellence in care

Outline of Presentation
> Overview of the strategic approach taken by
the Ambulance Service to improve...
excellence in care

Paramedic Recruits Video
> I will add later
excellence in care

Background
• The Ambulance Service of NSW provides emergency out of hospital
health care and transport...
excellence in care

The past
• A 2008 Parliamentary Inquiry highlighted workplace conflict and
bullying and harassment as ...
excellence in care

What we did – training our staff
• In 2008-2009, all staff provided with Respectful Workplace Training...
excellence in care

Simplifying our Policies – making them accessible
• Crucial so that all staff could obtain the informa...
excellence in care
excellence in care
excellence in care

Mediation services
• Internal mediation service coordinated by Healthy Workplace Strategies
• Five Amb...
excellence in care

Our Values- Supporting Workplace
Behaviour
Strong desire from staff to see a values based
culture to i...
excellence in care

Performance Development
• Performance Development Plans first performance
measure references Our Value...
excellence in care

Training our Managers
• A Preventing and Managing Workplace Bullying policy was developed – 350
manage...
excellence in care

Training Our Managers
• Developed ‘Working it Out: A Guide to Managing Workplace Conflict DVD’
and tra...
excellence in care

Keeping our staff involved
• In 2011/12 Ambulance provided Phase 2 Respectful Workplace Training to
ov...
excellence in care

Outcomes
•

79% of staff agreed that the AMQ improved their knowledge in handling workplace
concerns/g...
excellence in care

Related Employee Wellbeing & Mental Health Programs
• Commenced in 2010 under HWS to improve awareness...
excellence in care

Outcomes
• Employee Wellbeing and Mental Health Workshop for Managers
87% of managers considered their...
excellence in care

Program Recognition
 2013 AHRI Martin Seligman Health & Wellness Award for
engagement and productivit...
excellence in care

(Disconnection Strategies)

Thank you
Questions?
Thank you
Any questions?
excellence in care

(Disconnection Strategies)
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Marlene Booth, Practical Approaches to Workplace Bullying (and Conflict Resolution): NSW Ambulance - Practical Approaches to Workplace Bullying (and Conflict Resolution): NSW Ambulance

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Marlene Booth, Equity and Development Advisor, NSW Ambulance delivered this presentation at the Inaugural Workplace Bullying Conference. This event brings together HR, WHS Managers, Workplace Psychologists and Academics to discuss policy and practices for combatting workplace bullying.

Find out more at http://www.informa.com.au/workplacebullying_13

Published in: Business, Education
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Marlene Booth, Practical Approaches to Workplace Bullying (and Conflict Resolution): NSW Ambulance - Practical Approaches to Workplace Bullying (and Conflict Resolution): NSW Ambulance

  1. 1. excellence in care National Mediation Conference 2012 The role of early intervention in preventing and resolving conflict in the Ambulance Service of NSW Marlene Booth, Healthy Workplace Strategies People & Culture Workplace Bullying Conference 12 December 2013
  2. 2. excellence in care Outline of Presentation > Overview of the strategic approach taken by the Ambulance Service to improve culture and reduce the risk of bullying and harassment > Integration > Approaches to evaluation and review of key findings
  3. 3. excellence in care Paramedic Recruits Video > I will add later
  4. 4. excellence in care Background • The Ambulance Service of NSW provides emergency out of hospital health care and transport, rescue and patient transport systems for the state of NSW • One of the largest ambulance services in the world, serves > 7 million • Employs approximately 4,300 people + 250 volunteers at 300 locations • 65% of employees are male (median age 43), 35% are female (median age 37)
  5. 5. excellence in care The past • A 2008 Parliamentary Inquiry highlighted workplace conflict and bullying and harassment as key concerns • Strong focus on investigation and establishing the facts irrespective of the nature of issues • Conflict - no findings – no action- relationships not focus of intervention • Exacerbated by the acceptance of poor behaviour as part of the person • Challenge was how to effectively address these issues and initiate a more positive organisational culture
  6. 6. excellence in care What we did – training our staff • In 2008-2009, all staff provided with Respectful Workplace Training – ‘the organisational line in the sand’ • Executive management trained first • Staff feedback was positive “ The training gave me confidence to tackle different situations” “ I intend to be more proactive-not sit back and think that behaviour is ok-instead nip it in the bud” “My mother in law should attend the next course!!” • Culturally important because it promoted and endorsed individual responsibility in conflict resolution
  7. 7. excellence in care Simplifying our Policies – making them accessible • Crucial so that all staff could obtain the information easily and quickly • Straight Talk™ / Respectful Workplace Training principles integrated as the first step in policy • Flowcharts outline assessment, pathways, timeframes and required action • Produced in A3 laminated posters for tea rooms and managers’ offices • Promoted direct resolution and encouraged facilitated discussion as legitimate and the preferred option
  8. 8. excellence in care
  9. 9. excellence in care
  10. 10. excellence in care Mediation services • Internal mediation service coordinated by Healthy Workplace Strategies • Five Ambulance staff are currently nationally accredited mediators and work in operations and corporate areas • We provide individual mediation, facilitation, conflict coaching and management coaching • Increasing demand for group support and team building • Assistance from our Peer Supporter Officers, Grievance Contact Officers, Chaplains and EAP is routinely offered and provided to parties • External mediators sourced from LEADR
  11. 11. excellence in care Our Values- Supporting Workplace Behaviour Strong desire from staff to see a values based culture to improve morale Culture and values survey conducted with 1,000 staff in May 2009 ‘Our Values’- developed by employees for employees Outlines the behaviours that staff expect from each other Now at the core of Ambulance plans and operations
  12. 12. excellence in care Performance Development • Performance Development Plans first performance measure references Our Values as the relevant standard • Streamlined Managing for Improved Performance and Behaviour Policy released in 2012 • Promotes feedback and includes flowcharts and practical tools such as templates and letters for managers • Raising Workplace Concerns SOP and Flowcharts currently includes steps for managing conduct issues and will be amended to include Performance Management steps
  13. 13. excellence in care Training our Managers • A Preventing and Managing Workplace Bullying policy was developed – 350 managers trained in their responsibilities • Increasing confidence of managers to manage grievances and performance was essential to reducing impact of workplace conflict • Established the Ambulance Management Qualification (AMQ) with AIM 2011 Australian Human Resources Institute Award for Talent Management • Over 700 front line managers received skills based training in Grievance Management as part of the AMQ
  14. 14. excellence in care Training Our Managers • Developed ‘Working it Out: A Guide to Managing Workplace Conflict DVD’ and training program • Goal was to bridge gap between policy and practice by demonstrating how to put policy into action • Utilises our own staff and deals with common disputes • Also designed to raise awareness of the impact of managers’ behaviours
  15. 15. excellence in care Keeping our staff involved • In 2011/12 Ambulance provided Phase 2 Respectful Workplace Training to over 4,200 staff • Designed to reinforce training provided in 2009 and build confidence in using policies • Emphasised the responsibilities of all staff to resolve conflict • Used a ‘train the trainer’ model and Managers were educated in how to deliver the training and engage staff on the issues
  16. 16. excellence in care Outcomes • 79% of staff agreed that the AMQ improved their knowledge in handling workplace concerns/grievances • 81% of staff agreed their managers had been able to provide them with more effective support since attending the AMQ • 94% of staff recommended or highly recommended Phase 2 Respectful Workplace Training • Staff felt the RWC Policy, Straight Talk™ and DVD demonstration of a facilitated meeting helped them most in their role • A 65% reduction in behaviour/human performance patient complaints • Comparison between 2006/07 to 2010/11 average cost of psychological claims reduced by 70%
  17. 17. excellence in care Related Employee Wellbeing & Mental Health Programs • Commenced in 2010 under HWS to improve awareness / recognition of mental health issues across Ambulance workforce • Established Wellbeing and Resilience Advisory Panel at executive level • Developed dedicated training courses for staff Stress Management and Resilience, Supporting Your Buddy, Promoting Employee Wellbeing & Mental Health Workshop for Managers and Managing Stress (1 day course) • ‘My Wellness Check’ appointment with psychologist
  18. 18. excellence in care Outcomes • Employee Wellbeing and Mental Health Workshop for Managers 87% of managers considered their knowledge and skills had increased 90% were confident they would use some of the skills • Stress Management and Resilience Training 92% of staff felt their knowledge had increased 95% would use the skills learnt • My Wellness Check 79% would recommend to others 74% would attend again 82% intended to employ strategies/advice from psychologist • HWS programs contributed to a 24% reduction in psychological claims costs between 2010/11 to 2011/12
  19. 19. excellence in care Program Recognition  2013 AHRI Martin Seligman Health & Wellness Award for engagement and productivity benefits  Phase Two Respectful Workplace Program Winner of 2012 Innovation Excellence TMF Award for NSW Public Sector.  State of the NSW Public Sector Report 2012 - ‘How it is’ highlights Ambulance Case Study: Addressing Bullying in the Workplace for its integration with other workplace initiatives.  Healthy Workplace Strategies Program - Winner of 2011 Risk Leadership TMF Award for NSW Public Sector.
  20. 20. excellence in care (Disconnection Strategies) Thank you Questions? Thank you Any questions?
  21. 21. excellence in care (Disconnection Strategies)

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