Mrs. Jacqueline Willis1, Ms. Victoria Gabriel1, Ms. Megan Kingham1
1NSW Ambulance, Homebush Bay, Australia, 2NSW Ambulance, Homebush Bay, Australia, 3NSW Ambulance, Homebush Bay, Australia
Biography:
Victoria Gabriel is a Registered Psychologist with extensive experience in providing mental health support to first responders. For the past 9years Vicky has led the NSW Ambulance Peer Support Program, evolving it significantly to meet the changing needs of the organisation, and support over 250 Volunteer Peer Support Officers statewide.
Abstract:
Situation: In the realm of emergency services, the Peer Support Program (PSP) forms a critical component of the well-being support available for frontline staff, yet it faces hurdles. With 254 Volunteer Peer Support Officers (PSOs) state-wide, challenges are multifaceted. To ensure continued growth and longevity of the NSW Ambulance PSP, the Program received approval to engage an external provider for a whole of program review in 2020. This comprehensive review delivered several recommendations to support future program enhancements, including the implementation of a formal PSO Re-commitment Process.
Task: The monumental task was to design and implement a Re-commitment Process to support and enhance the engagement of individual PSOs statewide. This involved reviewing markers of individual engagement, crafting individualised plans and strengthening program governance structures. Program coordinators aimed to rejuvenate the program, better aligning role scope and application to meet contemporary standards and address complex variations in practice.
Actions: To tackle challenges, coordinators invested 170+ hours of one-on-one discussions, fostering dialogue and collaboration. Simultaneously, governance mechanisms were revamped, emphasising collaboration with stakeholders to ensure internal support.
Results: Resulting from these efforts, initial scepticism transformed into active participation and enthusiasm among PSOs. Individualised plans catered to diverse needs, fostering a sense of
belonging. Governance structures instilled confidence and transparency, paving the way for long-term sustainability. At the conference, presenters involved in the process discuss challenges and positive progress of the Recommitment Process. We invite fellow practitioners to join us,
exploring innovative strategies to enhance peer support programs and nurture supportive environments.