Factor Five: Workforce

It may seem logical that an organization that aspires toward person-centered excellence has a person-centered work force. But exactly what does that mean?

For a person to attain his or her personal vision of what really matters, the person’s supports must be tailored to that vision. Person-centered organizations have a priority to hire, train and maintain highly dedicated staff that are willing to work toward helping people achieve their personal visions. These staff members are committed to establishing relationships with the people they support, so that they can understand their personal definitions of quality of life and assist them in attaining that quality. These relationships create greater bonds, deeper respect, commitment and mutual trust. Staff members are also culturally aware and competent in helping the persons they support to continue cultural traditions that are important to them.

Additionally, organizations striving toward person-centered excellence recognize the inherent value of hiring people with lived experience of mental health, addiction or developmental disabilities, to serve as peer mentors, direct support professionals, and other roles within the organization. When we demonstrate the value of lived experience through meaningful, paid employment, we enhance opportunities for recovery and self-determination of those we serve.

Further, leaders in organizations aspiring to person-centered excellence know that in order for staff to provide good person-centered supports, staff need to be valued and supported in attaining their own personal qualities of life. Knowing that “the less satisfied staff are, the more likely they are to leave”[1], the organization supports person-centered goal attainment for both the people being supported and the staff supporting them. Respect for staff, including fair pay and working conditions and consistent assignment, creates stability in the work force and greater ability to achieve person-centered goals.

Because the organizational leaders hire, train and support their staff to be competent, they are confident that staff can make informed decisions in their daily support of people, and staff members are confident in making those decisions. Direct support providers, who support people on a consistent basis, are in the best position to understand the person’s definitions of quality of life, and they are trusted members of the team whose opinions are important. Their autonomy and contributions are encouraged. Data systems and technology are used to their advantage, allowing staff to communicate efficiently and supporting staff autonomy and flexibility.

The organization has a system of continuous learning, listening to and responding to people throughout all its organizational practices. Feedback is sought from people being supported, family, friends, community members and staff. Leadership is open to dialogue about how things are done and is willing to change to improve performance. The vision, mission, values, budget and organizational structure all support person-centered practice, and this is reflected in the hiring practices, performance evaluation and reward systems.

The system within which a provider operates offers fair and affordable rates and responsive payment systems that are not complicated. Payments and service rates reflect differing support needs of persons being supported, based on assessment of supports need to achieve quality of life outcomes. This creates flexibility within a stable funding structure, supporting providers to achieve excellent person-centered services for each of the people they support.

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[1]Person-Centered Care in Assisted Living: An Informational Guide; Center for Excellence in Assisted Living, June 2010

Resources

Quality Measures 2005: Shared Values; The Council on Quality and Leadership; Towson, Maryland

Quality Measures 2005: Responsive Services; The Council on Quality and Leadership; Towson, Maryland

Person-Centered Care Domains of Practice; General Home and Community Based Services Attributes and Assisted Living Indicators; CEAL 2011

“Habits for Highly Effective Staff”; http://www.helensandersonassociates.co.uk/reading-room/how/person-centred-thinking/habits-for-highly-effective-staff.aspx

“Skills for Care - helping social care employers to improve their workforce”

http://www.skillsforcare.org.uk/workforce_strategy/new_types_of_worker/personalisation/NToW79.aspx

A Person-Centered Workplace: The Foundation for Person-Centered Caregiving in Long-Term Care; Journal of the American Medical Directors Association; Volume 8, Issue 1; January 2007, pages 46-54

“Becoming a Person-Centered System”; Michael W. Smull, Mary Lou Bourne, and Helen Sanderson, 2009; http://www.nasddds.org/pdf/BecomingaPersonCenteredSystem-ABriefOverview.pdf

Make a Difference: A Guide for Person-Centered Direct Support; John O’Brien and Beth Mount; http://www.inclusion.com/bkmakeadifference.html

The National Alliance for Direct Support Professionals (NADSP). The NADSP mission is to promote the development of a highly competent human services workforce which supports individuals in achieving their life goals.

http://www.nadsp.org/main/

North Carolina Commission for Mental Health, Developmental Disabilities, and Substance Abuse Direct Support Professional Work Group Report - November 2007

http://www.nc-ddc.org/publications/NC-DSP-Workforce-Report.pdf

The National Association of Peer Specialists (NAPS) is an organization dedicated to promoting peer specialists throughout the United States - seeking ways to improve the effectiveness of the mental health system through the hiring of other peer specialists.

http://www.naops.org/

Depression and Bipolar Support Alliance Technical Assistance Services

http://www.dbsalliance.org/site/PageServer?pagename=training_home

Institute for Recovery and Community Integration

http://mhrecovery.org/services/peer.php

Georgia Certified Peer Specialist Project

http://www.gacps.org/Home.html

The Transformation Center

http://transformation-center.org/training/cps/index.shtml

STAR Center

http://www.consumerstar.org/

National Mental Health Consumer’s Self Help Clearinghouse