improving your cis – for supervisors and managers chris thomsen montreal 2012
TRANSCRIPT
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: [email protected]
• ICISG e-mail: [email protected]• ICISG Website: www.icisg.org
• CIS Tool Box for program operations• Staffing and Training• Quality Management