PartnerAdvisorOrientationHandbook

2017

2

TableofContentsPurposeoftheHandbook..............................................................................................................3Person&FamilyCentredCare(PFCC)............................................................................................3RichmondMentalHealthandSubstanceUseProgramsandServices...........................................4BecomingaPartnerAdvisor...........................................................................................................4OrientationforPartnerAdvisors....................................................................................................5TipsforhowtobeaneffectivePartnerAdvisor.............................................................................6DefinitionofaPartnerAdvisor.......................................................................................................7PartnerAdvisorRoles.....................................................................................................................7

PartnerAdvisorsinTeamMeetings/Committees..........................................................................9SharingYourStory:TipsforPartnerAdvisors................................................................................9PartnerAdvisorsandInterviewPanels........................................................................................11Person&FamilyCentredCareMaterials.....................................................................................11VCHFamilyInvolvementPolicy....................................................................................................11CEANInformationandResources................................................................................................11OtherResources...........................................................................................................................11CommonAcronyms......................................................................................................................12

3

PurposeoftheHandbookThisPartner/AdvisorhandbookprovidesinformationtomembersoftheVancouverCoastalHealth(VCH)CommunityEngagementAdvisoryNetwork(CEAN)whoareinterestedinparticipatinginpartnershipactivitiesspecifictoRichmondMentalHealthandSubstanceUseServicesandtheirPersonandFamilyCentredCareinitiative.Thehandbookincludesinformationaboutthevariousprogramsandservices,theroleofapartner,theopportunitiesavailabletopartner,andsometipsandtoolsforpreparingtopartner.

Person&FamilyCentredCare(PFCC)PersonandFamilyCentredCareispartnershipsbasedonRespectandDignity,InformationSharing,Participation,andCollaboration.PersonandFamilyCentredCareisworking“with”individualsandfamilies.FourCoreConceptsforPerson&FamilyCentredCareprovidethefoundationfortheRichmondMentalHealth&SubstanceUseservicesandprograms:

• Dignity&Respectthroughincorporatingthepersonandtheirfamilies’values,beliefs,andculturalnormsintocareplanningandcaredelivery;

• InformationSharingandcommunicatingthatwhichiscompleteandunbiasedinatimelymannertofacilitateeffectiveparticipationincareanddecision-making;

• Participationincareandinformeddecision-makingatthelevelatwhichtheyfeelcomfortableandthattheyaredoingthisoftheirownchoice;

• Collaborationwiththepersonandfamiliesatalllevelsofcare-policy&programdevelopment,implementation,andevaluation;healthcarefacilitydesign;professionaleducation;staffhiring,anddeliveryofcare.

ThePFCClogoisdescribedasanabstractflowerdepictingtheperson(ingreen)surroundedby–andequalto–thefamilyandsupportteam(inblue).Theyarelinkedtogetherwithintheperson’scircle(ingreen).Growth,teamworkandcollaborationdescribeahealthyapproachtorecoveryinamutuallybeneficialenvironmentofprotection,safetyandthepersonknowingtheyarebeingcaredfor.Thecircleofcarewrapsaroundtheresourcesoftheteam,theperson,andtheirfamilytosupportthemontheirroadtorecovery.Thisself-containedcircularlogoremindsindividual’stheyarenotaloneintheirrecoveryandechoesthePersonandFamilyCentredCareoftheRichmondMentalHealthandSubstanceUseServicesvisionandmission.

4

RichmondMentalHealthandSubstanceUseProgramsandServices1. MentalHealthInpatientUnit(IPU):18bedsmostlyforadults19yearsandolder;19day

averagelengthofstay2. PsychiatricEmergencyUnit(PEU):4beds;urgentcrisisstabilization3. AcuteHomeBasedTreatment(AHBT):twostreams:mentalillnesscareinthehomefor

similarneedstohospitalcare;andhomewithdrawalmanagement4. MentalHealthEmergencyServices(MHES):mobilecrisisresponse(maybewithRCMP)5. PsychiatricNurseClinician(PNC):mentalhealthassessmentintheemergency

department6. DrugandAlcoholResponseTeam(DART):seesclientsinanycareareaatRichmond

HospitalandatTransitionsforassessmentandreferralfortreatmentofdrugandalcoholproblemsaswellassmokingcessationsupport

7. CentralIntake(CI):initialassessmentforcommunitymentalhealthprograms:AdultMentalHealth;OutpatientServices(ConsultClinicandRichmondShortTermAssessment&Treatment)

8. RichmondBridgeHouse(BH):10bedshortstaycommunityfacilityforpersonswithmentalhealthstabilizationneedsfor24-hourcareandsupport

9. AdultMentalHealth(AMHT):casemanagement;rehabilitation;consultclinicforadultswithongoingmentalhealthsupportneeds

10. OlderAdult(OA):programforolderadultswithbio-psycho-socialsymptomsofdementiaandcomplexmedicalconditions.Homevisits,careplanning;groups;andtreatment

11. EatingDisorder(ED):clinicconsultation,assessment,andcounselingforchildren,youth,andadults

12. Transitions:individualandgroupcounselingforpersonswithsubstanceuseandmentalhealthissues;

13. AnneVogelClinic(AVC):Inter-professionalOpioidReplacementTherapyandHarmReductionProgram

14. EarlyChildhood:birthto5years;consultation,assessment,andtherapy15. RichmondSchoolProgram(RSP):schoolprogramforKindergartentoGrade7Students

withSchoolDistrict38,individual,family,andclassroomintervention,bothinthecommunityschoolandtheprogramclassrooms

16. Child&AdolescentProgram(CAP)5-18years;consultation,assessment,andintervention:TeamResponsetoAdolescentsandChildreninCrisis(TRACC)

BecomingaPartnerAdvisorTobecomeaPartnerAdvisorwithRichmondMentalHealthandSubstanceUse,VCH’sCommunityEngagementTeamwillassistyou.TheCommunityEngagementteamsupport’sVCH’sCommunityEngagementAdvisoryNetwork(CEAN),anetworkofpublicadvisorswhoworkwithVCHtobringthepatientvoicetoplanningandservicedelivery.Visithttp://cean.vch.caandclickonJoinUstofilloutanapplicationonline.Youwillhaveaphone

5

interviewandreceiveanorientation.ThenyouarereadytogetactivewiththeRichmondMentalHealthandSubstanceUsePersonandFamilyCentredCare!OnceyouhavecompletedtheapplicationprocesswithCEAN,eithertheImplementationLeadforPFCC,oraManagerfromRichmondMentalHealthandSubstanceUseServiceswillcontactyou.TheywillarrangetomeetwithyouandprovideorientationtotheinitiativeandtheopportunitiesavailableforpartneringandadvisingformorepersonandfamilycentredservicesatRichmondMentalHealthandSubstanceUseservices.APartnerAdvisorNetworkmeetingisheldmonthlytoprovideavenueforsupport,informationsharing,anddiscussionofupcomingopportunitiesforpartneradvisors.YouwillreceiveanelectronicinvitationtothismeetingandyouremailwillbeaddedtothePartnerAdvisorNetworkdistributionlistsoyoucanreceiveinformation,notifications,andothercommunications.*Pleasenotethatthis‘list’isnotsharedandemailsaresentasblindcopiestoensureyourcontactinformationremainsconfidential.

OrientationforPartnerAdvisorsWhenpartneradvisorsjoinacouncilorcommittee,theyshouldreceiveathoroughorientation—notonlytotheworkofthecouncilorcommittee,butalsotothe“culture”oftheorganizationandthe“dos”and“don’ts”oftheirnewrole.Orientationshouldinclude:

• Introductionsandthesharingofpersonalandfamilystories• ThevisionandgoalsofthePFCCinitiative• Who’swhointheRichmondMentalHealthandSubstanceUseservices(the

organization)andthePFCCinitiative• Theroleofthecouncilorcommittee,howitfitswithintheorganization’sstructure,and

howitcanassisttheorganizationinachievingitsvisionandgoals• Therolesandresponsibilitiesofmembersonthecouncilorcommittee• Meetingattendanceexpectationsofmembers• Howthemeetingisconducted:Robert’sRulesofOrder(iftheyareused),committee

reports,reachingconsensus,andapprovalofminutesormeetingnotes• Howtoprepareforameeting:whattowear,whattodoaheadoftime,whattobring• Reimbursementprocedures• Speakingtheirlanguage—(seeacronymsonpage11)• Howtobeaneffectivecouncilorcommitteemember• Howtopresentissueseffectively• Howtobemosteffectiveincollaboratingwithstaffandothercouncilorcommittee

members• Communicatingeffectively—techniquesforgettingyourmessageacross:

o Tellingyourstorysopeoplelisten.(seeSharingYourStoryTipsonpage9)o Howtoasktoughquestionso Whattodowhenyoudon’tagreeo Listeningtoandlearningfromother’sviewpointso Thinkingbeyondyourownexperiences

6

TipsforhowtobeaneffectivePartnerAdvisorAbeginninglistBelievethatyourinvestmentinyourownhealthexperiencesoryourfamilymembers’willhelpyouinmakingadifferenceforothers.

• Developgoodcommunicationskills • Listenwithempathy• Behonest• Beavailable• Askquestions• Beopen-minded• Avoidassumptions.Don’tjudgesomeonebasedonappearance• Learntobecomfortablewithstaffandotherpatientsandfamilies • Educateotherpatientsandfamilies• Bewillingtopartnerwithotherpatientsandfamilymembers• Learnnegotiatingskills.Beateamplayer• Thinkaboutthepointsyouwanttomake• Adapttodifferentsituations• Takeresponsibilityforlearning • Giveinputbasedonyourownexperiencebutbeabletostepoutofyourindividual

perspective• Donotdealwithpersonalissuesinadvisoryactivities• Tellyourownstoryorbeclearifitissomeoneelse’sexperience• Whentalkingaboutanexperiencethatdidnotgowell,don’tjustcomplain–offer

suggestionsonhowitcouldhavebeenmadebetter• Thinkcarefullyaboutthewordsyouuse.Angerisnotproductive.Ifyouwanttotella

storythatbringsupstrongemotions,askapeertohelpdevelopyourstory• Whenspeakingtoagroup,thankthemforaskingforyourinput• Supportstaff• Bewillingtopartnerwithstaff• Honourcommitments—whenyousayyouaregoingtodosomething—followthrough• Takerisks• Havefaith.Expectthebest• Sticktoit• Askforhelporsupportfromotheradvisorswhenyouneedit.Dothesameforothers• Ifyoufindthatyouarehavingdifficultybalancingyourpersonalandfamilylifewith

advisoryactivities,takeabreakorgiveupsomeresponsibilities

7

DefinitionofaPartnerAdvisorAnyrolethatenablesPartnerAdvisorstohavedirectinputandinfluenceonthepolicies,programs,andpracticesthataffectthecareandservicesthatindividualsandfamiliesreceive.Advisoryrolescanbe:

• Formal/Informal• Spontaneous/Planned• Short-term/Long-term• Volunteer• CollaborationwithPartnerAdvisorsatallLevelsofRichmondMentalHealthand

SubstanceUseServices:o Inthecareofanindividualpatiento Inprogramplanningandevaluationo Atthepolicylevel

PartnerAdvisorRolesWebelievethatworkingwithyoutoimprovecarewillbettermeettheneedsofallpeoplereceivingserviceandtheirfamilies.WeinviteyoutoconsiderbecomingaPersonandFamilyCentredCarePartnerAdvisor.Sharingyourideas,experience,andopinionshelpsusthinkaboutwaystoimprovethecareexperience.Therearemanydifferentwaysor“roles”thatbenefitbytheinsightsofpeoplelikeyou.Allofthemprovideyouwithachancetoworkwithustoimprovecareforeveryone.Partnerroledescriptions:

Role Purpose NotesPersonandFamilyCentredCareSteeringCommitteemember

Agroupofpartneradvisor,familyadvisorycommitteemembers,leaders,andstaffwhomeetmonthlytoprovideinputtothePFCCinitiativeroadmap

Meetsmonthlyandrequiresatimecommitmentof3-4hourspermonthforayearormore.

Participantinteammeetingsfocusingonpersonandfamilycentredcare

Toidentifywaystoimprovecareforspecificteamsandprograms.Toshareyourstoryorcareexperiencetoraiseawareness.

Theseteamsmeetforashorttimetoaddressandimproveaspecificprogramarea(transitionplanning,familyinvolvement,etc.),orongoing.PatientandFamily

informationworkinggroupmember

Tohelpdeveloporevaluateinformational materials so they areuseful and written in ways that areeasy to understand. e.g. FamilyInformation brochure; Bridge HouseGuidelines; Adult Mental HealthOrientation

Thiscouldincludebrainstormingbeforedevelopmentofeducationalmaterials,creatingmaterials,orevaluatingexistinginformationtomakesuggestionsforimprovement

8

TaskorFocusGroupmemberforaSpecialInitiative

Toaddthevoiceofthepatientandfamilytoaprojectorinitiativee.g.Alderbridgesiterenovationplanning

Examplesincludefacilityremodel/design,developingpatientportals,improvingsignageandwayfinding,

Trainingpartnerinorientingnewstafforcliniciansoraspartofanin-service

Toshareyourstoryorcareexperiencetoraiseawarenessoftheimpacteachstaffandclinicianhasonthepatientexperience

Thismightbeanongoingroleoraonetimeonlyexperience

MemberofQualityCouncil

Joinanongoinggroupofstaff,leaders,andclinicianswhomonitorissuesofqualityandsafety

Thisgroupapprovesstandardsofpracticeandmonitorstheongoingoutcomesofpractice.

Interviewpanelmember Toparticipateinthepanelinterviewingofcandidatesforvacantpositionsonvariousteams(employeesandpsychiatrists)

Interviewsrequireavailabilitytoallinterviewsforthespecificvacancy.(approx.1.5hoursperinterview)

Reviewofdocumentsandworkprocesses

Toreviewdocumentsandprovidecomment,feedback,andsuggestionsthatreflectPFCC

Reviewelectronicdocumentsviae-mailoraspartofataskcommitteefromapatientorfamilyperspective

Peermentororco-leaderofaneducationalprogram

Tosupportfamilymembersinsupportingtheirfamilymember/friendincare

Co-facilitatesafamilysupportgrouptwicemonthlywithclinicalstaff.

ExperienceofCareSatisfactionTeam

Participateincreatingorrevisingapatient/familysatisfactionsurveyanddevelopingstrategiestorespondtoconcernsandproblemsreported

Maybeanongoinggrouporlimiteddurationassignment

ResponsibilitiesofPartnerAdvisors• Eachmemberisresponsibletoactivelyparticipatebothinandoutofmeetingsto

achievethepurposestatedbythespecificroledescribed• Sharepersonalexperiences,stories,observationsandopinionsasapatientor

familymember.Additionally,reachoutbroadlyandlistentootherpatients,families,staffandcommunitymembersasopportunitiesarise

• Becommittedtoimprovingcareforallpatientsandfamilymembers• Respectthecollaborativeprocessandtheforumtodiscussissues,bewillingto

listentoandconsiderdifferingviewpoints,shareideasforimprovementandencourageothernetworkmemberstodothesame

• Sharebothpositiveandnegativeexperiencesinaconstructiveway• WorkeffectivelywithotherImprovementPartnersaswellastheorganization’s

staff,leadersandclinicians• Actaschangeagentstosupporttheachievementandmaintenanceofqualitygoals

includingthepatientandfamilyexperienceuntiltheybecomethestandardacrosstheservices

9

• Reviewmaterialsprovidedpriortothemeeting,sothateachpersonispreparedtoactivelyaskquestions,contributeideasandprovideinputduringthemeeting

• Maintainconfidentialityofmeetingcontent

PartnerAdvisorsinTeamMeetings/Committees• Beafullmemberoftheteam:yourperspectiveandexperienceareimportant–share

them• Adviseusifweareusinglanguageoracronymsthatyoudon’tknow.Eachorganization

hasabbreviationsthatcanbeconfusing.Often,wedon’tknowweareusing“shorthand”

• Askquestionsandencourageustothinkaboutthesituationfromthepatient/familyperspective

• Ifyouareconfusedorthingsaremovingtooquickly,pleaseletusknow.Ingroupmeetings,werelyonallteammemberstospeakup

• Useyourexperienceasarealitycheckaswediscussnewwaysofdoingwork• Thinkbroadlyaboutothersinthecommunityanddifferentperspectives...howmightthe

conversation/decisionsimpactthem?• Callaheadifyouwillbeunabletoattendameeting• SharewiththefacilitatorandProgramManagerwhatsupportorresourcesyouwill

needtobeaneffectivememberoftheteamAdaptedfromtheInstituteofPatientandFamilyCenteredCareEssentialAllies:PatientAdvisorsinTeamMeetings

SharingYourStory:TipsforPartnerAdvisorsPatientandfamilyleadersareoftenaskedtosharetheirstories—thesepersonalstoriesserveaspowerfultoolsforbringingaboutconstructivechangeinthehealthcaresystem.Thefollowingtipswillhelpthoseaskedtosharetheirstory.Thewayyoupresentyourstorycanhavealong-termeffectonthewaypeopleviewyouandothersinsimilarcircumstances.Considerthefollowingquestionspriortoagreeingtoshareyourstory:

• WhatamIwillingtoshare?• WhatdoIfeelistooprivatetoshare?• Whatdoesmyfamilynotwantmetotalkabout?• Whatwillmystoryteachthosewhoarelistening?• HaveIhadnegativeexperiencesthatarestillbotheringmeandwillbedifficult• toshareinaconstructivemanner?

Planaheadforwhatyouwillshareandhowyouwillshareit.Yourstoryisapreciousresource,useitthoughtfullyandwisely.Gatherinformation,priortosharing,aboutwhatisexpectedofyouandwhatyoucanexpect.

10

Askingsomeofthefollowingquestionsmayhelpyoutodecidewhetherornottoshareyourstory:

• Whendoyouwantmetospeak?Whattime?Forhowlong?• Wheredoyouwantmetospeak?Whatsiteorteam?• Whoistheaudience?Howmanypeoplewillbethere?• Whatisthethemeortopic?• Whatpartofmystorydoyouwanttohear?• Isthereamessageyouwantmetoleavetheaudiencewith?• Istherereimbursementforchild-careandtransportation?• Doyouneedananswertoday?

Afteryouacceptaninvitationtospeak,remembertothinkcarefullyaboutthemessageyouwantyouraudiencetoremember.Trytofocusontwoorthreemainpointsandorganizeyourthoughts.Speakfromyourheart—beauthentic,respectful,andconstructive.Rememberthefollowingtipswhenyoutellyourstory:

• Knowwhoyouraudienceisandpreparewiththeminmind• Practiceaheadoftime• Useonlytwoorthreemainpointsinyourstory• Useyourstorytoillustratespecificprinciplesofpersonandfamilycentredcare• Useyourownstyle• Usepeople-firstlanguage• Lookatyouraudience• Ifyouarespeakingasafamilymemberandifyouarecomfortabledoingso,share

picturesofyourchildorfamilymember• Ifyoudon’tknowtheanswertoaquestion,sayso• Lettheaudienceknowyourboundaries• Behonest• Trytoavoidputtingpeopleonthedefensive• Rememberthatyournegativeexperiencescanbeturnedintoconstructivelearning

opportunities.• Angerusedineffectivelymaynotbethemostpowerfuluseofyourstory.• Itmaybehelpfultoputhighlightsofyourstoryonnotecardsasareferenceduringthe

presentation—butavoidreadingfromthem.• Expectthatsomepeoplewhohearyourstorymightbedeeplymoved.Alsoremember

thatyoumightfeelemotionalwhenyoutellyourstory.• Considertakingafriend,familymember,orsupporterwithyou.Theycanhelpwithany

problemsthatariseandsitupfrontsoyoucanfocusonafriendlyface.

11

PartnerAdvisorsandInterviewPanelsStepstosuccessfulinterviewing:

• AsktobeonthelistforparticipatingonInterviewPanels• Arequesttoparticipateinaseries(allcandidatesshortlistedforaspecificjobtoa

maximumoffour)ofpanelswillbesenttoyouviaemail• Respondwithyouravailabilityfortheseriesofinterviews• Ifyouareavailable,youwillreceivecopiesofthejobdescription;candidateresumes;

andtime/placeofeachinterview(pleasereviewtheseinpreparation)• Onarrivalfortheinterview,thepanelwillbeprovidedthequestionsandpotential

responses(candidateswillbegiventhequestionsandprovidedtimetoreviewinadvanceofsittingwiththepanel)

• Thepanelwillcollectivelyagreeontheformatforaskingquestionsandpromptingthecandidatewithclarificationsetc

• Pleasetakenotesorobserveeachresponseinpreparationforthepostinterviewdiscussionwithpanel.Yourinputisvaluableandwillbeconsideredalongwithallpanelmembers.

*Pleasenotethatjobselectionisahumanresourcefunctionandguidedbycollectiveagreements,thereforeyouwillnothavean‘official’vote.

Person&FamilyCentredCareMaterialsTheCommunityEngagementAdvisoryNetworkhostsaCEANPFCCpagewherethematerialsdevelopedbythePersonandFamilyCentredCareinitiativecanbefound.TheNewslettersincludeinformationandupdatesontheactivityandachievementsofPFCCsince2014.AlsoavailablearetheRichmondMentalHealthandSubstanceUseStandardsofPersonandFamilyCentredCare,andRelationshipandServiceStandards.

VCHFamilyInvolvementPolicyVCHFamilyInvolvementPolicy

CEANInformationandResourcesPFCCInvitation

OtherResourcesFamilyCaregiverGuidelinesMentalHealthCommissionofCanadaFamilyCaregiversGuideWorkingTogetherTowardsRecoveryWorkingTogetherTowardsRecoveryBetterTogether

12

CommonAcronymsAH AcuteHomeBasedTreatmentAMHT AdultMentalHealthTeamAVC AnneVogelClinicBH BridgeHouseorRichmondBridgeHouse(RBH)CAP ChildandAdolescentProgramCEAN CommunityEngagementAdvisoryNetworkCI CentralIntakeDART DrugandAlcoholResponseTeamECMH EarlyChildhoodMentalHealthED EatingDisordersProgramER EmergencyRoomIPFCC InstituteofPatientandFamilyCenteredCareIPU InpatientUnitorMHIPUMHA MentalHealthActMHSU MentalHealthandSubstanceUseMHES MentalHealthEmergencyServicesMHIPU MentalHealthInpatientUnitorInpatientUnit(IPU)OA OlderAdultOT OccupationalTherapy(ist)PEU PsychiatricEmergencyUnitPFCC PersonandFamilyCentredCarePNC PsychiatricNurseClinicianRCFC RichmondConsumerandFriendsSocietyRMHSU RichmondMentalHealthandSubstanceUseServicesRSP RichmondSchoolProgramRSTAT RichmondShortTermAssessmentandTreatmentSW SocialWork(er)TIP TraumaInformedPracticeAdaptedfromEssentialAllies—Patient,Resident,andFamilyAdvisors:AGuideforStaffLiaisonsOrreprintedwithpermissionfromtheInstituteforPatient-andFamily-CenteredCare:www.ipfcc.org.