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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

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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

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Paramedic Recruits Video

> I will add later

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• 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)

Background

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• 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

The past

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• 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

What we did – training our staff

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• 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

Simplifying our Policies – making them accessible

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• 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

Mediation services

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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

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• 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

Performance Development

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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

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• 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

Training Our Managers

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• 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

Keeping our staff involved

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• 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%

Outcomes

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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

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• 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

Outcomes

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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.

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(Disconnection Strategies)

Thank you Questions?

Thank you

Any questions?

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(Disconnection Strategies)