St. Joseph’s Home Care is committed to reducing the risk of workplace violence for home and community care workers. In support of this, Jayne Clemens, Quality and Planning Manager at St. Joseph’s Home Care, along with members from the Human Resources team spearheaded a groundbreaking pilot project in collaboration with CWG and REaCT Training. The project aimed to gauge the impact of de-escalation training on healthcare workers and with the potential of securing research grant funding, will also explore benefits for other health care settings. The results, emerging from a session held on April 18th, 2024, underscore a significant step forward in ensuring the safety and well-being of frontline staff.
The session, a four-hour in-person training on Crisis and De-escalation, included the participation of 12 frontline workers. Facilitators Karrilynn, Matthew, and Richard, seasoned professionals with over 65 years of collective experience in crisis intervention, mental health, and hostage negotiation as former police officers in Southern Ontario, brought a wealth of knowledge and expertise.
Rooted in empathy, the training emphasized the importance of finding humanity in every situation, aligning seamlessly with St. Joseph’s Health System’s core Mission of Compassionate care, Faith, and Discovery.
Throughout the session, facilitators interwove humor and personal anecdotes, fostering a nurturing and inclusive environment where participants felt safe to engage. Reflecting on the experience, one staff member expressed, “I have never participated in group activities before, but I felt safe to do so here.” Following the theoretical component, the training delved into practical exercises, including communication scenarios and hands-on simulations. This hands-on approach not only provided invaluable coaching moments and real-time feedback but also offered a safe space for participants to experiment and learn from mistakes.
Notably, Karrilynn’s unique perspective as a female facilitator resonated deeply with staff in helping to validate and encourage them in their confidence. Karrilynn reflected on the female experience of navigating unsafe spaces and shared insightful strategies for asserting oneself with grace and professionalism. By acknowledging the specific challenges faced by women in the workplace, Karrilynn fostered a safe environment for open dialogue, a mutual support among the group and empowered staff to embrace their identities and talents within a work setting.
A post-training survey revealed a unanimous positive response from staff, citing improvements in crisis response confidence, training content, instructor effectiveness, and overall safety culture enhancement. Participants expressed gratitude for the additional tools gained, extending beyond the workplace, to ensure personal safety in various settings.
Following the success of the pilot project, St. Joseph’s Home Care is committed to expanding similar training initiatives across the organization. Through cultivating empathy, situational awareness, and effective communication techniques, essential healthcare workers are equipped to navigate challenging circumstances with resilience and compassion. As the adage goes, "Everyone has a story to tell" and through strategic training interventions, these stories are met with understanding and support.