CatholicCare. Our Framework for Practice. catholiccare practice... · • Person Centred • of all peopleTrauma Developmental • Attachment 5 Practice Principles • prioritise

Our Framework CatholicCare.

for Practice.

F O R E W O R D

This Practice Framework assists us to reflect on what guides our work and to consistently apply our knowledge and skills in CatholicCare's organisational context. As a diverse and dynamic organisation, implementing a shared Practice Framework consolidates our common approaches across all our programs to improve client outcomes. The Framework articulates our practice culture and expectations

explicitly. It describes why we do our work, what we do, with whom and how we carry it out. Ultimately, the goal is to integrate the elements of the Practice Framework into all aspects of our organisation.

I commend the efforts of the Working Party in developing this document. May the CatholicCare Practice Framework be an ongoing source of inspiration and guidance in our work with the people we serve.

Michael Austin Director of CatholicCare

Our Framework for Practice 1

I N T R O D U C T I O N

Our Practice Framework describes and informs the

professional approach CatholicCare applies to our

work with clients. This ensures services delivered are aligned

with our mission and values, are of a consistently high quality and are effective.

Our Framework draws from Catholic Social Teaching, our

Founding Story and theoretical understanding of humans

and society. It articulates the values, principles and theories

that underpin our work for effective and ethical practice.

Here are the elements that make up our framework.

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1 Founding Story• The Parable of the

Good Samaritan

2 Catholic Social Teaching

• The Dignity of the Human Person

• Solidarity

• Preferential Option for the Poor & Vulnerable

• Common Good

• Subsidiarity

• Distributive Justice

3 Mission & Values• Empowerment

• Integrity

• Safety

• Respect

• Innovation

• Collaboration

4 Theories & Practice Models

• Systems

• Person Centred

• Trauma

• Developmental

• Attachment

5 Practice Principles

• prioritise the physical, emotional, Interpersonal and psychological safety of all people

• value human dignity and respect each person’s unique life story and capacity for resilience

• inclusive of, and sensitive to, the diverse and complex needs of people

• empower people to maximise their choice and control

• build collaborative relationships to achieve positive outcomes

• work ethically and use interventions that are shown to be effective

• proactive and responsive to client and community needs

• foster an organisational culture of continuous improvement, learning, reflection and staff support

Framework


6 People We Serve• Children and young

people who are in care

• People at risk of or who are experiencing social, emotional, psychological, physical, relational difficulties

• Separating families

• Students in Catholic schools

• Young people in detention

• Couples preparing for marriage

• People with a disability

• Families of people with a disability

• Older people who need assistance to remain at home

• Socially isolated people in aged care facilities

7 Interventions• Advocacy

• Assessment

• Case management

• Case work

• Chaplaincy

• Community Development

• Counselling

• Crisis Intervention

• Critical Incident Response

• Education & Skills Training

• Groupwork

• Information and Referral

• In Home Support

• Lobbying

• Pastoral Care

• Professional Support Services

• Social Support

9 Review• Results Based

Accountability (RBA)

– How much did we do?

– How well did we do it?

– Is anyone better off?

– Accreditation

– Audits

– Policies & Procedures

• Client Feedback Register

– Client Consultation

– Performance Appraisals

– Professional Guidance

– Clinical Supervision

8 Outcomes• Personal Well-being Index (PWI)

• Goal Attainment Scale (GAS)

• Person Centred Feedback

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Just then a lawyer stood up to test Jesus. 'Teacher,' he said, 'what must I do to inherit eternal life?'

Jesus said to him, 'What is written in the law? What do you read there?'

The lawyer answered, 'You shall love the Lord your God with all your heart, and with all your soul, and with all your strength, and with all your mind; and your neighbour as yourself.'

And Jesus said to him, 'You have given the right answer; do this, and you will live.' But wanting to justify himself, the lawyer asked Jesus, 'And who is my neighbour?'

Jesus replied, 'A man was going down from Jerusalem to Jericho and fell into the hands of robbers who stripped him, beat him, and went away leaving him half dead. Now by chance a priest was going down that road, and when he saw him, he passed by on the other side. So likewise

G O S P E L F O U N D A T I O N S O F O U R W O R K

Jesus used parables (simple stories that illustrate a spiritual or moral lesson) to bridge the gap between the head and the heart.

The Parable of the Good Samaritan (Luke 10:25-37) illustrates the core ministry of Catholic social service organisations. This parable is a model for social cohesion and effective community building.

It highlights the ethic of giving and the ethic of enablement. It articulates the important role organisations like ours play in courageously reaching out to people on the margins of society. We must be action-oriented, providing practical assistance to all, seeking out the underlying causes of social problems, and working to develop solutions.

F O U N D I N G S T O R Y

1

a Levite, when he came to the place and saw him, passed by on the other side.

'But a Samaritan while travelling came near him, and when he saw him he was moved with pity. He went to him and bandaged his wounds, having poured oil and wine on them. Then he put him on his own animal, brought him to an inn, and took care of him.

The next day he took out two denarii, gave them to the innkeeper, and said, "Take care of him, and when I come back I will repay you whatever more you spend." 'Which of these three, do you think, was a neighbour to the man who fell into the hands of the robbers?'

He said, 'The one who showed him mercy.'

Jesus said to him, 'Go and do likewise.'

The Parable of the Good SamaritanLUKE 10:25-37


“Go and do likewise”

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Our work is guided by the principles of Catholic Social Teaching (CST) and the Church's teaching on the family.

CST is the teachings of the Church on social, political and economic issues and draws on four major sources: Scripture; reason; tradition; and experience. The themes are articulated in papal encyclicals (documents). These teachings seek to translate faith into social dimensions, giving us direction for the fulfilment of our mission.

CST seeks to bring the Gospel to bear on social issues that arise in the complex network of human relationships and includes core themes and responses to the challenges faced in a changing world. The principles inform our mission, vision and values, encourage certain behaviours, influence the substance of our work and guide decision making.

C A T H O L I C S O C I A L T E A C H I N G

2

"...every family is the principal setting for the growth of each individual, since it is through the family that human beings become open to life and the natural need for relationships with others. Over and over again we see that family bonds are essential for the stability of relationships in society, for the work of education and for integral human development, for they are inspired by love, responsible inter-generational solidarity and mutual trust."

P O P E F R A N C I S


CATHOLIC SOCIAL

TEACHING

Preferential option for the poor & vulnerable

Some people need extra support

What is best for everyone

Common good

People should have a say

Subsidiarity

Distributive Justice

Allocate resources fairly

The dignity of the human person

Everyone is unique

Solidarity

We are all in this together

Each person, made in the image and likeness of God, is sacred and has by his or her existence an inherent value, worth, and distinction.

Appropriate care for vulnerable people tests whether a society is led by solidarity rather than by individual advantage. Assistance should be provided on a preferential basis and targeted to people in need.

1 2 3 4 5 6Human beings are social by nature and we can only grow and achieve our potential in relationship to others. Solidarity looks upon this interdependence as something good, something positive, a thing to be cherished. Solidarity encourages us to commit ourselves to the common good.

We are all responsible for each other and must work for social conditions that ensure every person and every group in society is able to meet their needs and realise their potential. Individuals and groups should pursue not only their own interests but the good of all.

People or groups most directly affected by a decision or policy should have a role in decision making processes, and responsibility should be kept as close as possible to the grassroots. Local autonomy and self-determination should be encouraged and the role of larger structures is to support but not replace smaller or local organisations.

Refers to the fair allocation of common social resources, so that everyone has sufficient access to public goods in order to protect their personal dignity. Through the taxation and social security systems, and a range of social programs, governments should ensure a fair distribution of social benefits.

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MISSION

Inspired by the Gospel of Jesus Christ, we seek to bring joy to those we serve by enabling growth, healing, and hope. By delivering effective and high quality social services, CatholicCare helps to build the social and emotional wellbeing of individuals, families and communities.

Our Practice Framework guides the way we interact with all people, including colleagues and other professionals, placing high regard on our stated values.

VALUES

Our values guide CatholicCare's governance processes, policies and procedures, further supporting and enacting our belief that all people can be supported to contribute to the community in which they live. Our values are:

Empowerment assisting clients to build confidence, foster hope and have courage to make their own life choices

Integrity being accountable for our actions, conducting ourselves and our business honestly and ethically

Safety providing an environment that safeguards the holistic health and wellbeing of clients and employees

Respect valuing human dignity and embracing diversity

Innovation continually adapting to provide better services through creative thinking and problem solving

Collaboration working with clients, colleagues and other services to achieve positive outcomes.

M I S S I O N A N D V A L U E S

3

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A range of theories and research inform

the interventions utilised within our

Practice Framework. These include but

are not limited to the following:

SYSTEMS THEORY

Humans operate in complex systemsSystems Theory acknowledges people live in multiple and complex interpersonal and social systems that have an impact on their lives. In order to assist people, even for individual issues, an understanding of the familial, organisational, societal and cultural systems involved is essential.

IN PRACTICE

CatholicCare understands people live within complex systems and a person’s wellbeing and capacity for resilience can be affected by their relationships, experiences and circumstances. To be effective, our services are responsive to, and inclusive of, individual and community needs. Through a ‘systems’ approach, we deliver services that support people to navigate their multiple systems, and where appropriate, initiate change within systems. CatholicCare recognises people are individuals and members of groups. We understand that to be effective our services require an understanding of group dynamics and group process.

TRAUMA THEORY

Resilience & RecoveryTrauma Theory informs us that a person’s reaction to experiences or events is traumatic if it overwhelms the person’s capacity to cope and impacts his or her healthy functioning. Recovery is possible when people are supported to process the impact of the traumatic experiences and events.

IN PRACTICE

CatholicCare prioritises the physical, emotional and relational safety of people. We recognise that some people’s lives include experiences or events that have resulted in traumatic reactions. We apply a reparative approach to enable recovery. Trauma informed care and practice principles inform us that positive relationships are essential to recovery.

T H E O R Y A N D P R A C T I C E M O D E L S

4


DEVELOPMENTAL THEORIES

Life StagesDevelopmental Theories explain how children and adults change over time. Healthy development includes physical, emotional, social and cognitive wellbeing throughout all the stages of the life cycle. Each stage consists of skills that the individual has to master in order to meet emerging challenges.

IN PRACTICE

CatholicCare acknowledges that in order to improve people’s functioning within their systems, an understanding of human development is required. Our interventions are consistent with a person’s stage of development.

PERSON CENTRED THEORY

Strengths based & solution focusedPerson Centred Theory recognises that each person has the capacity and desire for personal growth and change. Individuals have within themselves vast resources for understanding and for altering their self concepts, attitudes and behaviour. These internal capacities and resources emerge and thrive within relationships that involve deep understanding, acceptance and authenticity; and in environments that are emotionally and physically safe.

IN PRACTICE

CatholicCare empowers people to have maximum choice and control over their lives. Our role is to empower, encourage, support and advocate for people. We understand that they are experts in their own lives, with the capacity for growth and change needed to fulfil their potential. We apply strength-based and solution-focused approaches where clients are involved in and provide feedback on the design, development and implementation of service delivery.

ATTACHMENT THEORY

Relational

Attachment Theory focuses on the quality of early life connections and experiences between children and their caregivers, and how these primary relationships effect the developmental trajectory of the child. The more positive these early connections are, the more the child is enabled to reach optimum social, cognitive, emotional, relational and behavioural functioning.

IN PRACTICE

CatholicCare recognises the value of human connections and the impact early life attachment styles have on relationships. We work with people to support the development of healthier attachment styles so that our clients may engage in fulfilling relationships.

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1 We prioritise the physical, emotional, interpersonal and psychological safety of all people by

• promoting a culture of safety

• refraining from any interaction that may cause harm

• committing to child safe practices

• maintaining professional boundaries and appropriate levels of confidentiality

• safeguarding and protecting vulnerable people

2 We value human dignity and respect each person's unique life story and capacity for resilience by

• respecting the values, beliefs and cultural backgrounds of our clients

• accompanying people as they navigate their life journey, helping them to build on their strengths

• basing our work on client preferences, wherever possible

3 We are inclusive of, and sensitive to, the diverse and complex needs of people by

• being compassionate and mindful of the challenging circumstances in which our clients live or have come from

• ensuring our services are accessible and welcoming

• tailoring flexible, individualised service delivery

4 We work to empower people to maximise their choice and control by

• listening to and hearing what clients say

• assisting our clients to make informed decisions and respecting their choices

• seeking feedback and adapting interventions accordingly

• providing options for service delivery

5 We build collaborative relationships to achieve positive outcomes by

• fostering genuine rapport with our clients

• working with the people our clients identify as significant in their lives

• sharing knowledge and resources across all CatholicCare programs

• engaging and working co-operatively with external services

6 We work ethically and use interventions that are shown to be effective by

• implementing best practice interventions based on research and evidence

• working in alignment with legislation, accreditation standards, guidelines of funding bodies and relevant professional organisations

• being honest, fair and respectful of others

• behaving in accordance with our published Code of Ethics and Conduct

7 We are proactive and responsive to client and community needs by

• regularly scanning the environment to identify priority needs and to determine how resources can be effectively used

• promoting early intervention

• seeking to be innovative in the delivery of our services

• offering our services in a variety of community settings

8 We foster an organisational culture of continuous improvement, learning, reflection and staff support by

• actively seeking feedback to inform service delivery

• collecting data to measure and evaluate our performance

• supporting staff development with education, training, professional guidance and clinical supervision

• sharing our knowledge and skills

• investigating best practice and contemporary research

• supporting staff to reflect on their practice

P R A C T I C E P R I N C I P L E S

5


We prioritise the physical, emotional, interpersonal and

psychological safety of all people

We value human dignity and respect each person’s unique life story and capacity for resilience

We are inclusive of, and sensitive to, the diverse and complex

needs of people

We work to empower people to maximise their

choice and control

We build collaborative relationships to achieve

positive outcomes

We work ethically and use interventions that are shown

to be effective

We are proactive and responsive to client and

community needs

We foster an organisational culture of continuous improvement, learning,

reflection and staff support

Practice Principles

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Children and young people

who are in care

Young people in detention

Couples preparing for

marriage

Families of people with a disability

Separating families

People at risk of or who are experiencing social, emotional, psychological, physical,

relational difficulties

People with a disability

Students in Catholic schools

Aged parishionersSocially isolated

people in aged care facilities

Older people who need assistance to

remain at home

External organisations

Carers

P E O P L E W E S E R V E

6


While we offer services to people in all of life’s stages, Catholic Social Teaching and our mission and values guide us to prioritise vulnerable people and those with complex needs to ensure accessibility regardless of demographics, capacity or financial circumstances. This includes clients who are mandated to attend programs at our agency.

Complex needs have a combination of both breadth and depth

We are committed to working collaboratively to build inclusive communities. We recognise and pay special attention to the needs of Aboriginal people and people from Culturally and Linguistically Diverse (CALD) backgrounds. Our work in this area is directed by our Reconciliation Action Plan and proactive strategies targeting CALD communities.

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I N T E R V E N T I O N S

7

PROFESSIONAL SUPPORT SERVICES

Providing clinical supervision to external

individuals and organisations.

SOCIAL SUPPORT

Reducing isolation by assisting people to be

socially connected.

PASTORAL CARE

Providing spiritual and emotional support.

IN HOME SUPPORT

Assisting with everyday tasks so people can remain living in their home.

LOBBYING

Using our data to work with peak bodies to

influence government and church decisions.

GROUPWORK

Providing therapeutic and support groups.

INFORMATION & REFERRAL

Connecting people with resources and

services.

EDUCATION AND SKILLS TRAINING

Equipping people with knowledge, skills and/

or competencies.

CRISIS INTERVENTION

Providing immediate assistance to people

at their point of intense distress.

CRITICAL INCIDENT RESPONSE

Responding to a distinctly distressing

event which undermines a person’s sense of safety

and security in order to reduce its impact.

CASE WORK

Collaborating to meet needs and achieve agreed outcomes.

COUNSELLING

Therapeutically facilitating change to improve quality of life.

CHAPLAINCY

Developing spirituality, healthy relationships,

life skills and increased positive behaviour.

COMMUNITY DEVELOPMENT

Working alongside individuals and groups to ensure they have the skills and support to bring about

local positive change.

ADVOCACY

Raising needs and negotiating on behalf

of a person or group, to promote justice, protect

wellbeing and defend their human rights.

ASSESSMENT

Identifying needs, examining their nature

and causes, and setting priorities for

future action.

CASE MANAGEMENT

Coordinating services and networks to

ensure consistent, cohesive and efficient

support which maximise outcomes.

CatholicCare is a multi-service agency that utilises a number of client interventions to achieve positive outcomes for the people we serve.

These are:


O U T C O M E S

8

Personal Wellbeing Index (PWI)

A validated tool used by clients to self-assess their wellbeing in eight quality of life domains ie

• Standard of living

• Personal safety

• Personal health

• Community connectedness

• Achieving in life

• Future security

• Personal relationships

• Spirituality

Goal Attainment Scale (GAS)

A methodology to set and track individual ‘SMART’ goals (ie specific, measurable, achievable, relevant, time-bound)

Stokes, L. T. (n.d.). Goal Attainment Scaling (GAS) in Rehabilitation: The GAS-Light model (Vol. 44).

Both of the above tools are used pre and post service delivery (or at identified intervals for long-term clients).

Person Centred Feedback

A survey to assess the level of client satisfaction with the services they receive from CatholicCare. In particular the survey focuses on the degree to which service provision is demonstrating the values of the agency ie empowerment, integrity, safety, respect, innovation and collaboration.

These tools are used to monitor, review and continuously improve the achievement of individual client goals.

• positive outcomes for clients involving improved personal wellbeing and the achievement of client driven mutually agreed goals

• recording goals to ensure that desired outcomes can be measured

• a high level of client satisfaction with the services provided and the way in which they are delivered, including the level of decision making clients are able to exercise over their services

• full compliance, at all times, with the standards relevant to each of the agency's programs

• achievement of industry-recognised best practice in the services provided and the way they are delivered

• staff learning and development involving formal training, clinical supervision, group supervision, reflective practice and professional guidance

• the publishing of aggregated outcome data to demonstrate accountability to stakeholders.

CatholicCare is adopting the following tools across the agency to monitor the achievement of outcomes:

We are committed to:

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CatholicCare is committed to the collection, collation and analysis of data that drives continuous improvement in service delivery and the development of new services.

Tools are used to monitor, review and continuously improve the achievement of individual client goals and the strategies for their achievement.

Evaluation of client outcome achievement and satisfaction with CatholicCare's services (using tools outlined earlier) occurs:

• on an individual basis with each client• at program level• on an agency wide basis.

This is done in accordance with the principles of Results Based Accountability. In summary:

Information in relation to outcomes is collected regularly from clients, with the actual time frame tailored to the needs of each program. A client management information system (carelink+) is being progressively introduced into all programs and used to collect and collate data.

This data is reported, tracked and analysed by managers in consultation with their teams to identify areas for improvement in relation to systems, service delivery, interventions and procedures.

In addition to outcome review the following strategies form part of CatholicCare's review framework:

• external accreditation/auditing by funding bodies or other government regulatory organisations for most of the larger programs

• audits of high risk areas by Diocesan auditor

• internal reviews of key areas identified annually

• a regular review cycle for client services policies and procedures both agency wide and program specific

• quarterly review of the Client Feedback Register to identify across agency systems improvements

• ongoing consultation with clients in development and delivery of services

• performance appraisals and professional guidance (including clinical supervision).

R E V I E W

9

RBA PRINCIPLE MEASURE TOOL

How much did we do?

Contract requirements

Other specific measures as agreed by each program

Program dependent

How well did we do it?

Level of client satisfaction with CC services

Person Centred Feedback Survey

Is anyone better off?

Improvement in level of personal wellbeing

Level of goal achievement (% of goals achieved)

Personal Wellbeing Index (PWI)

Goal Attainment Scale (GAS)


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Copyright © September 2016 – CatholicCare Wollongong. All rights reserved. Please do not use without permission.

This document was developed by a working party chaired by Peter Burgoyne.

Working party members: Cassandra Power, Chris Stretton,

Kristen Cheung, Michelle Gall, Maria Roberts, Gail Maurice and Trish Cooney.