improving your cis – for supervisors and managers chris thomsen montreal 2012

Improving Your CIS –For Supervisors and Managers

Chris Thomsen

Montreal 2012

Common Issues for Supervisors and Managers

• Managing your service

• Staff training and retention

• Monitoring for quality

Standards for Quality Management

• ICISG has established international quality standards:– Code of ethics– Code of practice– Philosophy and mission of a CIS

• Examples at www.icisg.org

Staff Selection – Hire the Best People

• Establish qualifications– Cancer experience?– Health care experience?– Counseling experience?

• Communication skills are essential– Providing information by telephone is hard– No visual cues, active listening needed

Provide On-Going Education, Supervision, and Peer Support

• Learning never ends– Changing information– New technology– Career development

Staff Retention – a Supervisor’s Challenge

• Have a calm, supportive work environment

• Provide feedback to staff; make them feel valued and competent

• Establish peer support networks• Monitor for burn out and plan for stress

reduction

Quality Management

• Make quality your top priority• Monitor the delivery of information:

– Ensure excellent service delivery– Identify skill needs of staff– Identify training and education needs– Spot bad habits in communication

Lessons Learned

• A good CIS has good supervisors and managers

• Attributes:– Leader– Coach– Communicator– Motivator– Problem solver

Lessons Learned

• Have lots of patience, be aware of group dynamics

• Build a strong team• Believe in your program• Motivate and lift spirits• Be diplomatic, be tactful, be supportive• Your staff is your greatest asset

Resources

• Chris Thomsen: thomsenc46@gmail.com

• ICISG e-mail: info@icisg.org• ICISG Website: www.icisg.org

• CIS Tool Box for program operations• Staffing and Training• Quality Management