10. SKILLS TO DO THE JOB
It is impossible to effectively engage clients without the skills and tools to the job.The need for
additional tools/skills should be identified in reviews with line-managers. Should staff members feel
that they need additional tools/support they have a responsibility to inform their manager of this; and
line-managers have a responsibility to evaluate these requests.
This Can Include:
- Access to formal training to build capacity in particular specialist areas such as ‘Dealing with
aggressive behaviour’ or ‘Dealing with Mental Health needs’.
- Informal support from peers to develop capacity to deal with organisational tasks such as reception duties and complete paperwork
- Access to appropriate equipment such as IT, appropriate room space and
access to office equipment
11. NON ENGAGING CLIENTS
The clients at Huggard face a range of obstacles to engagement, and we have to
realise that every client is different in terms of their background, the reason for needing Huggard’s
services, their personal aspirations and the perceived and actual barriers that they face.
‘Engagement is as much the responsibility of the organisation as it is of the client. It is important that
if it is felt that a client is not engaging, proactive measures are taken in order to ensure that the
organisation makes the best efforts to engage with the client’.
This Can Include:
- Looking at what has worked or not worked in the past
- Re-evaluating and communicating the positive benefits and potential outcomes of better engagement
- Discussing with managers and peers alternative approaches to use
- Thinking of different environments of activities which may engage the client
- Exploring referral to specialist services such as substance misuse or advocacy
- Accepting that much to do with engagement is based on personal relationships, and it may be that the client will engage with an alternative worker – ask your peers for support.