Damage Control? - WordPress.com · Damage Control? Strategies for working with High Risk and Hard...
Transcript of Damage Control? - WordPress.com · Damage Control? Strategies for working with High Risk and Hard...
DamageControl?StrategiesforworkingwithHighRiskandHardtoServePopulations
Beforewegetstarted…
q ClimateCheck- Iseveryoneokay,doesanyoneneedanything?
q Logistics– HousekeepingStuff,Playground Rules
q PersonalComfort– WhatcanIdotohelpyoubemorecomfortabletoday?
q TimeConsiderations– Parking,Babysitter,PhoneCalls,Breaks,Etc…
q Finally– TheObligatoryBadJoke
ALittleAboutMe
TellMeAboutYou
qWhatisyourname?
qWhatdoyoudo?(Mediator,Student,Lawyer,ManageroftheProgramIworkwith…)
qWhyareyouhere?
qWhatdoyouwanttogetfromthis?(sayingCPDhoursistotallyokay)
WhyIWantedtoDoThisqIbelieve inmediationasamechanismthathasamultitudeofapplications,allofwhichwith
thepotentialtohelppeoplemovetowardsbetter.
qIbelieve thatthroughmediationpeopleareabletousetheirvoicetoarticulate theirneeds,andtodosoinawaythathelpsthemtogetthoseneedsmet.
qIbelieve thatmediatorsareabletohelplevel theplayingfield,andbalancepowerdynamicssothatpeoplecanhaveadiscussiontoresolvetheirdispute,whateverthatmaybe,andfeelgoodabouttheoutcomeregardlessofwhetherornotagreementwasreachedbecausetheywere
engagedasanequalparty.
qIalsobelieve thatmediatorscanabsolutely,andwiththebestofintentions,maintainpowerimbalancesandnegativelyinfluence theoutcomeofamediationbyeithernotunderstanding,
recognizingorrespondingtotheneedsofthepeopletheyserve.
WhyIThinkThisisNecessary
qMediationandmediatorsaren’tonesizefitsall
q Toooftenwelearn toworkwiththesegroupsviatrialanderror,thisdoesn’talwaysworkoutwellfortheclient
q Sometimesconfidenceinourskillsisn’tasimportantastherecognitionofourexperientiallimitations.Prideistheenemy.
q Sometimesourprofessionalidentitiesgetintheway,andtheydon’tneedto
q Bylearninghowtoworkwithpeoplewhoaren’tnecessarily likeweare,wecanavoidthequicksand
WhatIHopetoGiveYou
q ABasic UnderstandingofHighRiskPopulations,andWhyThey’reHighRisk
q ABasicUnderstandingofHardtoServePopulations,andWhatMakesthemHardtoServe
q Strategiesforhowtobestpositionyourselftoworkwiththesegroups
q Knowledgeofthe#1thingthatyouneedtodowhenworkingwiththesepopulations
TruthsinLife
q Peoplewilldowhattheyneedtodoinordertomeettheirneeds
q Peoplegenerallydowhatworksforthem
q Ifpeopledon’thaveoptionsprovided forthem, theycreatetheirown
WhatconstitutesaHighRiskPopulation?Opinionsvaryonthisissuedependingonthecontextofthediscussion.
Thatsaid,service providersandgovernmentsseemtobeable toagreeonthefollowingpremise:
ApersonisgenerallyconsideredtobeamemberofaHighRiskGroupif:◦ Theyhaveamajorityofthevariousscreeningcriteriaassociatedwithaparticulargroup,or
◦ Theyselfidentifyasbeingpartaparticulargroup,and◦ Byvirtueoftheirinclusionisthisgroup, theyaremore likelytobeexposedto,affectedby,orexperienceanunhealthy,
unwantedorotherwisenegativesituationoroccurrence.
*UncleJersays– “Ifapersonisfromamarginalizedgroup,they’reprobablyhighrisk”
SomeCommonHighRiskPopulationsq Seniors
q Youth
qHomeless
qMentally Ill
q Physically/Developmentally Delayed
q Alcoholics/Addicts
qWomen (*NotAsMuchAnymore)
qMen(*SituationallyandGrowing)
q Aboriginals
q Immigrants
q LGBTQ
qNewlyPoor
qWorkingPoor
qDivorced
q RecentlyUnemployed
q IllegalResidents
UncleJer’sTop5HighRiskPopulationsT-5Seniors:Why they’reatHighRisk:
q Viewedeitherassenile orashaving irrelevantknowledge andopinions andthereforeenduplackingastrongvoice,
q ManySeniors areon fixedincome, andrelyonfamily orcommunity supports toexistmaking themdependent andnotsolely self-reliant. Thismakesthemvulnerable tocoercion.
q Seniors tendtobeapopular targetoffinancial scamsandotherthreatstotheirpersonal security.PracticeStrategies:
q Makesuretheyhaveafull understanding oftheissues discussed andthatthey’reabletocompetentlymakeaninformed decision
q Iftheotherpartiesinthediscussion won’t hearthem,makesuretheyaremadeawareofadvocatesandothersupports intheircommunity
UncleJer’sTop5HighRiskPopulationsT-5Youth:
Whythey’reatHighRisk:
q Seeneitherashavinggenerallypoorjudgmentorasunabletohaveavalidopinionbasedonaperceived lackofexperience.
q Frequently spokenatbyadults/authorityfigures,rarelymeaningfullyengagedindialogue
q RighteousangeroftenwrittenoffasTeenAngst
qOftenandgenerally invalidatedthroughageistpractices/policies
PracticeStrategies:
q SameasforSeniorsUncleJersays“Ifitsuckedforyou,itwill suckforthem”
UncleJer’sTop5HighRiskPopulations4 Mentally Ill:Why they’reatHighRisk:
q Perceived asincompetent, volatile orotherwise beunable tomakerationaldecisions.q Manyindividuals sufferingwithundiagnosed/misdiagnosed conditions andareself-medicating in
waysthatareunhealthy anddangerous.
q Tendtominimizeorhideeffectsforfearofstigmaandhavingcontroloverdecisions affectingthembeingtakenaway.
PracticeStrategies:
q Structuremediations inwaysthataccommodatetheirneeds andpromote successq Makesuretheyhavetheability tohavesupports attendandparticipate
q Engagewiththem,nottheirdisorder
UncleJer’sTop5HighRiskPopulations3 LGBTQ:Why they’reatHighRisk:
q People intheclosetarenotinaposition yetwheretheycanengagetransparently, andarethereforelikelytoengageinrisky behaviours andaresometimes subject toextortion.
q Manysuffer theeffectsofabuseordiscrimination andassuchmaymisinterpret situations asbeingconflictualwhennot,orattachnegativemotives torathernormal actions/reactions
q Cultural norms andperceptions cancreatechallengeswithindiscussionsq People inthiscommunity arestillmisunderstood andoften remainsubject todiscrimination
PracticeStrategies:q Ensure thatyoutreatpeople inthisgroupthesamewayyou’d treatanyone else
q Becarefulwithgenderspecific languageandwhen youdon’t know it’s goodtoaskq Becarefulnottoovercompensate
UncleJer’sTop5HighRiskPopulations2Aboriginal:
Whythey’reatHighRisk:
qWelldocumented500yearhistoryofrealandsignificantsystematicoppressionatalllevelsofGovernmentandwithinallareasofthelegalsystem.
qMessysituationbetweenUrbanAboriginalGroups,OnReserveGroups,andotherAboriginalGroupsrelatedtopolitics,supportsandrights.
q TheMetisgotreallymistreated
q It’snotoveryet
PracticeStrategies:
q Treatthemthesameaseveryoneelse
qMakesureinclusionandparticipationisn’tperceivedastokenistic
q Seriouslydon’tovercompensate
UncleJer’sTop5HighRiskPopulations1 Newly Poor:Why they’reatHighRisk:
q Likely donothavethesamelevelofresilience aspeoplewho comefrompoverty andthusaremorevulnerable tovictimizing situations throughpoordecisions.
q Lackofnaturalsupports orknowledgeofcommunity supports
q Morelikely togiveupq Experience greaterlevel ofstressanditseffectsthanpeople whoareused toit.
PracticeStrategies:q Makesurethey’resupported through thediscussion
q Showasmuchempathy asyou canq Ask goodquestions during theplanning process
Aboveallelseq RememberthatbelongingtoaHighRiskPopulationdoesn’t
automaticallymeanthatyouhavebadthingshappeningtoyou.Atthesametimeyouhavetorulethesethingsoutastheycanaffect
thediscussionandtheagreementq ThemoreHighRiskPopulationsapersonbelongsto,thegreater
likelihoodthattherearefactorsyouneedtoconsider.q Becarefulthatyoudon’tjustseethenegativewithinthesegroups.
Wescreenforthenegativeforareason,butseeingthebeautyisequallyasimportant.
QuestionsThisiswhereyouaskquestions
WhatConstitutesHardtoServeGenerally speaking,HardtoServeClientsfallintothreecategories:
q Clientswhoforvariousreasonscreatetheirownroadblockstoservice througheitherconflict,avoidanceorsomeothermeans(inappropriatebehaviours,unwillingnessorinability tofollow
serviceplans*,etc.)
q Clientswhohavebarriers toservice thatareoutsideoftheircontrol,andarethereforelimitedintheservices thatcanbeprovidedbecause theyeitherdon’texistorarenotlocallyavailable.
q Clientswho,forwhateverreason,arepeople thatwehaveahardtimeworkingwith.
(*Clientswithpooradaptivereasoningskills,orothercognitivedelayscancreateabarrier toservicebybeingunable tofollowserviceplansevenwhenthey’retryingtobecompliant)
ExamplesofHardtoServeClientsq Alcoholics/Addicts
q Peoplewhoaresystemized/entitled
q Clientswithundiagnosedmentalillness
q Physically/DevelopmentallyDelayed
q Clientswe’vemistreated
q Clientswho’vebeenmistreated
q Clientswe’reattractedto
q Clientswhoareattractedtous
q RichPeople
q Pedophiles/Abusers
q Racists
q FormerServiceProviders
q Radicals
q Peoplewelike
q Peoplewedislike
TipsforWorkingwiththeHardtoServe1.Manageyouremotions
Oncewebeginfeelingweruntheriskoffeelingbiasedeither towardsoragainstaperson.Onceyoustarthopingforanoutcome,you’renotneutral.
2.Recognizeyourtriggersandlimitations
Thetendency,particularly forpeople juststartingoutistotakeeverythingwecangetinordertogetexperience. Ifwe’renotawareofourselves,orifwedon’tpayattentiontowarningsignsthenwemaywellgetintoasituationthatisbadforeveryone.
UncleJersays“Youneverknowwhenyou’redoingtherightthing,youalwaysknowwhenyou’redoingthewrongthing,don’tdothewrongthing”
TipsforWorkingwiththeHardtoServe3.Knowwhentohandofftheball
Ifweknowwe’reatapointwherewecan’tbeobjective, referthemattertosomeone who canbe.
4.Don’ttakethebait
People inaposition ofdisadvantageoften lashoutintimesofstress, it’s similar toatempertantrum.Thisisnormal, don’t letitaffecttheprocess.
5.Speak sothatyou’re understood
Learnthelanguageofyourclientswhenever possible, thiswayyoucanbetterensure thatthey’reheardbytranslatingwhennecessary. Also, avoid jargon.
TipsforWorkingwiththeHardtoServe6.NeverassumewhysomeoneisHardtoServe.
Askingquestionsandbeinginterested inhowapersoncametobethewaytheyare isagreatwaytobuildrapportandavoidmakingthemistakesthatgotapersontothatpoint.GenerallyHardtoServeClientsaremade,knowinghowthathappenedisgoodinformation.
7.Actuallylisten.
Peoplecantell thedifferencebetweenapersonwhoisengagedandapersonwhoisjustcollecting data.Takingnotesandcollecting informationisimportant,makesureyou’renotcreatinganadditionalbarrier intheprocess
TipsforWorkingwiththeHardtoServe8– Wheneverpossible,accommodate
Clientswhoarehardtoserveneedasmuchaccommodationaspossible.Itisimportanttoremember thataonehourmeeting forsome,isanalldaycommitmentforsomeoneelse.Byremovingasmanybarriersaspossiblewereducestress,buildrapportandtrustandmakedialogue thatmucheasier.
9– Neverpromisewhatyoucan’tperform
Building trustwithHardtoServeClientsishardwork.Losingtrustisreallyeasy.Ifyoucannotguaranteeit,barringreasonableexception, thendon’tpromiseit.Onceyoubreakapromisethenyou’reeveryoneelse.
TipsforWorkingwiththeHardtoServe10– Beauthentically youandyouwillbemoresuccessful
ClientswhoareHardtoServecanspotafakeamileaway.Peoplewhoportraythemselvesasbeingsomethingotherthanwhattheytrulyareopenthedoorforclients toquestionyourmotives.Oncethishappensit’shardtodeveloprapportbecauseoftheperceptionofworkerbeingmisleading.
Intheend,mostclientswon’tcarethatmuchaboutthisorthat.Theyjustwanttoknowwhatandwhothey’redealingwith.Ifyoupresentasapersonofintegrity,regardlessofhowyouare,they’llacceptthateveniftheydon’tlikeit.
QuestionsThisiswhereyouaskquestionsagain
Myths&MisconceptionsMyth1
You’remoreeffectiveifyoucomefromthegroupyou’reworkingwith.
False:
Comingfromagroupdoesn’thaveanybearingonyourabilitytoworkeffectivelywiththem.Infact,itcanmakeyoutrulyineffectiveattimesthroughnofaultofyourown.
Myths&MisconceptionsMyth2
Anyonecanworkwithanyoneelsewiththerighttraining.
False:
Somepeople justaren’tcutouttoworkwith HighRisk/HardtoServepeople.Trainingcannotfully taketheplaceofcharacterinaserviceprovider.Moreover,charactergetsyouplacesthattrainingonit’sownjustwon’t
Myths&MisconceptionsMyth4
Peoplewhoaregoodatworkingwiththesegroups/people arealwaysequaltothetask.
False:
Evenwhenyou’regoodatthis,you’llhavebaddaysandbadsessionsandpeoplewhodon’twanttoworkwithyou.
Myths&MisconceptionsMyth5– Pedophilesarethehardestgroup toworkwith.
False:
Thehardestgroup toworkwithistheonethatmakesyoutheleastneutral.Everyoneisdifferent,andeachindividualhastheirownstrengthsandlimitations.Byknowingyour strengthsandlimitationsyou’llmakeitmorepossible toworkbetterandmoreeffectivelyforthepeopleyouserve
Some finalthoughtsq Ifpeopledidn’twantyoutohelpthemtheywouldn’ttellyouanything.Byvirtueofthefact
they’rediscussingthingswithyou,you’vebeeninvitedtohelpthem.
qDon’tfallfortheknockoutpunch.Remember thatwhateverthey’retelling youisstillwhattheyconsider safetotell. Itmaybetheworstthingthatyou’veeverheard,butthatdoesn’tmeanit’stheworstthingtheycansay.It’satest,theywanttoseeifyou’llreact.Don’treact,
respond.
q Remember thatwhetherit’sLegalServices,SocialServices,oranyotherarea,theoperativewordisservice.
qWhatwedoforone,wedoforeveryone
Thankyou&DiscussionThisiswhereyouaskquestionsagain