Halfway Decent Advice

Q.

I have worked in aged care, child protection, disability and I am currently in mental health. I’m a support worker, team leader and supported accommodation manager; then I do recruitment and training. My question is: what makes a great support worker? I have staff who are fabulous at the HOW to do the job but lack knowledge of WHY they do it. Can this actually be taught?

A.

Hey, good on you for working in the care industry. I think that supporting another human being (typically in a time of need, being in a vulnerable position or whatever) is a very noble thing to do. It says a lot about a person (aka you). Plus, I think something that is often overlooked, apart from being personally rewarding (in most cases), a lot can also be learnt from the person being supported. Like because of the vulnerability that is often involved, relationships can be much deeper (obviously this does depend on the client) and a new level of empathy and understanding can be reached. Geshundeit.

Anyhow, enough rambling, now to the specifics of your question. Well, great support workers come in all sizes and shapes, and something I’ve only learnt over recent years is that diversity (which is then applied and embraced within a team) is the most important thing. I mean, as care-giving can be quite intimate, even intense, it’s good to not over-extend or stretch the relationship. It’s nice to keep it alive, you don’t want it to go stale.

But I’d like to explain this diversity thing a bit more, as in sure most support work tasks can be completed by anyone, what makes the biggest difference though (and what make someone “great” as you put it) is by what they bring to the table. Their quirks, their interests, their talents. And sure I know that there are all these stupid professional boundaries in place but honestly just bring a part of yourself. Also, I don’t want to know your life story, yet I would love to hear if you played tennis on the weekend. Tell me about the pub, tell me about your hobbies or politics, keep it light,

So, it’s probably fair to say that if people can bring their unique talents and skills, and share that, it does make a difference.

Then, to specifically get to character, as you’ve mentioned, interviewing and hiring is also something I’ve done in the past. And sure it’s good to ask all the general questions, cover your bases, but maybe you could consider this as part of your approach – as this is what I do. I always assess someone by thinking could I wake up and see this face first thing in the morning and be okay with it – because this is the reality. Also, I often consider if I’d be okay with welcoming them into my life – because this is another reality. But why I say this, a “great” carer, they are often aware of this.

It’s pretty messed up, like when I hire someone it’s like I’m giving them an all-access pass into my life. They meet my friends and family, often see what I’m working on and are often there when I’m doing whatever out in public, then there’s all the intimate personal care stuff too. Which, largely this is unavoidable, and honestly having people invade my personal space is not something that I want, so it’s good for staff to be aware of this. Choice is something that can be very minimal for those of us needing care. Still, this doesn’t mean that a bond can’t be built.

In fact, even though this is silly wording, I really do see my “great” working relationships as a collaboration. I’m considerate towards staff and vice versa. So, as such, I do also believe that the client plays a part in creating culture and attitudes (aka great staff).

Nevertheless, to double back to your specific question, well sure you still need to factor in common sense, empathy, proactiveness, even manners (stuff like that). But again it comes down to a general attitude towards persons living with a disability. Like am I a patient that needs to be managed, am I simply a task and a job, or maybe I’m seen as someone who needs to be saved? Or, am I simply a human being who is just trying to figure life out like everyone else… and trying to make the most of it?

I think making these distinctions, this is important in finding these great staff that you speak of. Actually, this reminds me of another interview question I used to ask way back when, I’d always ask the applicant “apart from not being able to move how am I different than you?” And the response I was always looking for, I wanted to get as close to “you’re not” as I could.

Which, this directly comes to the “why” part of your question. You see, the “why” is to see and enable the humanity within someone; to even empower them. As in, I have emotions and I feel exactly like everyone else, I have dreams and desires (like romance), then I can be damn right lazy too. So, I’m not so much into this “living your best life” thing, rather I’m all about enabling people living with a disability to be themselves. Be outlandish, feel deeply, cry if that’s what’s healthy – and if that’s what someone wants to do. For this is real equality, hence this is the “why” that should be sought to be understood.

I’ll say it again, I honestly do believe that acknowledging someone’s humanity is the key.

Only can this be taught? Geez, this is a hard question to answer. There are so many personal characteristics, factors and biases involved, so I’d say this is really determinant of the individual. Still, if I was going to start anywhere, I’d ask the staff member “how would they like to be treated if it was them in this situation?” because disability can and does happen at random. It really can happen to anyone.

Hope this helps.