DamageControl?StrategiesforworkingwithHighRiskandHardtoServePopulations

Beforewegetstarted…

q ClimateCheck- Iseveryoneokay,doesanyoneneedanything?

q Logistics– HousekeepingStuff,Playground Rules

q PersonalComfort– WhatcanIdotohelpyoubemorecomfortabletoday?

q TimeConsiderations– Parking,Babysitter,PhoneCalls,Breaks,Etc…

q Finally– TheObligatoryBadJoke

ALittleAboutMe

TellMeAboutYou

qWhatisyourname?

qWhatdoyoudo?(Mediator,Student,Lawyer,ManageroftheProgramIworkwith…)

qWhyareyouhere?

qWhatdoyouwanttogetfromthis?(sayingCPDhoursistotallyokay)

WhyIWantedtoDoThisqIbelieve inmediationasamechanismthathasamultitudeofapplications,allofwhichwith

thepotentialtohelppeoplemovetowardsbetter.

qIbelieve thatthroughmediationpeopleareabletousetheirvoicetoarticulate theirneeds,andtodosoinawaythathelpsthemtogetthoseneedsmet.

qIbelieve thatmediatorsareabletohelplevel theplayingfield,andbalancepowerdynamicssothatpeoplecanhaveadiscussiontoresolvetheirdispute,whateverthatmaybe,andfeelgoodabouttheoutcomeregardlessofwhetherornotagreementwasreachedbecausetheywere

engagedasanequalparty.

qIalsobelieve thatmediatorscanabsolutely,andwiththebestofintentions,maintainpowerimbalancesandnegativelyinfluence theoutcomeofamediationbyeithernotunderstanding,

recognizingorrespondingtotheneedsofthepeopletheyserve.

WhyIThinkThisisNecessary

qMediationandmediatorsaren’tonesizefitsall

q Toooftenwelearn toworkwiththesegroupsviatrialanderror,thisdoesn’talwaysworkoutwellfortheclient

q Sometimesconfidenceinourskillsisn’tasimportantastherecognitionofourexperientiallimitations.Prideistheenemy.

q Sometimesourprofessionalidentitiesgetintheway,andtheydon’tneedto

q Bylearninghowtoworkwithpeoplewhoaren’tnecessarily likeweare,wecanavoidthequicksand

WhatIHopetoGiveYou

q ABasic UnderstandingofHighRiskPopulations,andWhyThey’reHighRisk

q ABasicUnderstandingofHardtoServePopulations,andWhatMakesthemHardtoServe

q Strategiesforhowtobestpositionyourselftoworkwiththesegroups

q Knowledgeofthe#1thingthatyouneedtodowhenworkingwiththesepopulations

TruthsinLife

q Peoplewilldowhattheyneedtodoinordertomeettheirneeds

q Peoplegenerallydowhatworksforthem

q Ifpeopledon’thaveoptionsprovided forthem, theycreatetheirown

WhatconstitutesaHighRiskPopulation?Opinionsvaryonthisissuedependingonthecontextofthediscussion.

Thatsaid,service providersandgovernmentsseemtobeable toagreeonthefollowingpremise:

ApersonisgenerallyconsideredtobeamemberofaHighRiskGroupif:◦ Theyhaveamajorityofthevariousscreeningcriteriaassociatedwithaparticulargroup,or

◦ Theyselfidentifyasbeingpartaparticulargroup,and◦ Byvirtueoftheirinclusionisthisgroup, theyaremore likelytobeexposedto,affectedby,orexperienceanunhealthy,

unwantedorotherwisenegativesituationoroccurrence.

*UncleJersays– “Ifapersonisfromamarginalizedgroup,they’reprobablyhighrisk”

SomeCommonHighRiskPopulationsq Seniors

q Youth

qHomeless

qMentally Ill

q Physically/Developmentally Delayed

q Alcoholics/Addicts

qWomen (*NotAsMuchAnymore)

qMen(*SituationallyandGrowing)

q Aboriginals

q Immigrants

q LGBTQ

qNewlyPoor

qWorkingPoor

qDivorced

q RecentlyUnemployed

q IllegalResidents

UncleJer’sTop5HighRiskPopulationsT-5Seniors:Why they’reatHighRisk:

q Viewedeitherassenile orashaving irrelevantknowledge andopinions andthereforeenduplackingastrongvoice,

q ManySeniors areon fixedincome, andrelyonfamily orcommunity supports toexistmaking themdependent andnotsolely self-reliant. Thismakesthemvulnerable tocoercion.

q Seniors tendtobeapopular targetoffinancial scamsandotherthreatstotheirpersonal security.PracticeStrategies:

q Makesuretheyhaveafull understanding oftheissues discussed andthatthey’reabletocompetentlymakeaninformed decision

q Iftheotherpartiesinthediscussion won’t hearthem,makesuretheyaremadeawareofadvocatesandothersupports intheircommunity

UncleJer’sTop5HighRiskPopulationsT-5Youth:

Whythey’reatHighRisk:

q Seeneitherashavinggenerallypoorjudgmentorasunabletohaveavalidopinionbasedonaperceived lackofexperience.

q Frequently spokenatbyadults/authorityfigures,rarelymeaningfullyengagedindialogue

q RighteousangeroftenwrittenoffasTeenAngst

qOftenandgenerally invalidatedthroughageistpractices/policies

PracticeStrategies:

q SameasforSeniorsUncleJersays“Ifitsuckedforyou,itwill suckforthem”

UncleJer’sTop5HighRiskPopulations4 Mentally Ill:Why they’reatHighRisk:

q Perceived asincompetent, volatile orotherwise beunable tomakerationaldecisions.q Manyindividuals sufferingwithundiagnosed/misdiagnosed conditions andareself-medicating in

waysthatareunhealthy anddangerous.

q Tendtominimizeorhideeffectsforfearofstigmaandhavingcontroloverdecisions affectingthembeingtakenaway.

PracticeStrategies:

q Structuremediations inwaysthataccommodatetheirneeds andpromote successq Makesuretheyhavetheability tohavesupports attendandparticipate

q Engagewiththem,nottheirdisorder

UncleJer’sTop5HighRiskPopulations3 LGBTQ:Why they’reatHighRisk:

q People intheclosetarenotinaposition yetwheretheycanengagetransparently, andarethereforelikelytoengageinrisky behaviours andaresometimes subject toextortion.

q Manysuffer theeffectsofabuseordiscrimination andassuchmaymisinterpret situations asbeingconflictualwhennot,orattachnegativemotives torathernormal actions/reactions

q Cultural norms andperceptions cancreatechallengeswithindiscussionsq People inthiscommunity arestillmisunderstood andoften remainsubject todiscrimination

PracticeStrategies:q Ensure thatyoutreatpeople inthisgroupthesamewayyou’d treatanyone else

q Becarefulwithgenderspecific languageandwhen youdon’t know it’s goodtoaskq Becarefulnottoovercompensate

UncleJer’sTop5HighRiskPopulations2Aboriginal:

Whythey’reatHighRisk:

qWelldocumented500yearhistoryofrealandsignificantsystematicoppressionatalllevelsofGovernmentandwithinallareasofthelegalsystem.

qMessysituationbetweenUrbanAboriginalGroups,OnReserveGroups,andotherAboriginalGroupsrelatedtopolitics,supportsandrights.

q TheMetisgotreallymistreated

q It’snotoveryet

PracticeStrategies:

q Treatthemthesameaseveryoneelse

qMakesureinclusionandparticipationisn’tperceivedastokenistic

q Seriouslydon’tovercompensate

UncleJer’sTop5HighRiskPopulations1 Newly Poor:Why they’reatHighRisk:

q Likely donothavethesamelevelofresilience aspeoplewho comefrompoverty andthusaremorevulnerable tovictimizing situations throughpoordecisions.

q Lackofnaturalsupports orknowledgeofcommunity supports

q Morelikely togiveupq Experience greaterlevel ofstressanditseffectsthanpeople whoareused toit.

PracticeStrategies:q Makesurethey’resupported through thediscussion

q Showasmuchempathy asyou canq Ask goodquestions during theplanning process

Aboveallelseq RememberthatbelongingtoaHighRiskPopulationdoesn’t

automaticallymeanthatyouhavebadthingshappeningtoyou.Atthesametimeyouhavetorulethesethingsoutastheycanaffect

thediscussionandtheagreementq ThemoreHighRiskPopulationsapersonbelongsto,thegreater

likelihoodthattherearefactorsyouneedtoconsider.q Becarefulthatyoudon’tjustseethenegativewithinthesegroups.

Wescreenforthenegativeforareason,butseeingthebeautyisequallyasimportant.

QuestionsThisiswhereyouaskquestions

WhatConstitutesHardtoServeGenerally speaking,HardtoServeClientsfallintothreecategories:

q Clientswhoforvariousreasonscreatetheirownroadblockstoservice througheitherconflict,avoidanceorsomeothermeans(inappropriatebehaviours,unwillingnessorinability tofollow

serviceplans*,etc.)

q Clientswhohavebarriers toservice thatareoutsideoftheircontrol,andarethereforelimitedintheservices thatcanbeprovidedbecause theyeitherdon’texistorarenotlocallyavailable.

q Clientswho,forwhateverreason,arepeople thatwehaveahardtimeworkingwith.

(*Clientswithpooradaptivereasoningskills,orothercognitivedelayscancreateabarrier toservicebybeingunable tofollowserviceplansevenwhenthey’retryingtobecompliant)

ExamplesofHardtoServeClientsq Alcoholics/Addicts

q Peoplewhoaresystemized/entitled

q Clientswithundiagnosedmentalillness

q Physically/DevelopmentallyDelayed

q Clientswe’vemistreated

q Clientswho’vebeenmistreated

q Clientswe’reattractedto

q Clientswhoareattractedtous

q RichPeople

q Pedophiles/Abusers

q Racists

q FormerServiceProviders

q Radicals

q Peoplewelike

q Peoplewedislike

TipsforWorkingwiththeHardtoServe1.Manageyouremotions

Oncewebeginfeelingweruntheriskoffeelingbiasedeither towardsoragainstaperson.Onceyoustarthopingforanoutcome,you’renotneutral.

2.Recognizeyourtriggersandlimitations

Thetendency,particularly forpeople juststartingoutistotakeeverythingwecangetinordertogetexperience. Ifwe’renotawareofourselves,orifwedon’tpayattentiontowarningsignsthenwemaywellgetintoasituationthatisbadforeveryone.

UncleJersays“Youneverknowwhenyou’redoingtherightthing,youalwaysknowwhenyou’redoingthewrongthing,don’tdothewrongthing”

TipsforWorkingwiththeHardtoServe3.Knowwhentohandofftheball

Ifweknowwe’reatapointwherewecan’tbeobjective, referthemattertosomeone who canbe.

4.Don’ttakethebait

People inaposition ofdisadvantageoften lashoutintimesofstress, it’s similar toatempertantrum.Thisisnormal, don’t letitaffecttheprocess.

5.Speak sothatyou’re understood

Learnthelanguageofyourclientswhenever possible, thiswayyoucanbetterensure thatthey’reheardbytranslatingwhennecessary. Also, avoid jargon.

TipsforWorkingwiththeHardtoServe6.NeverassumewhysomeoneisHardtoServe.

Askingquestionsandbeinginterested inhowapersoncametobethewaytheyare isagreatwaytobuildrapportandavoidmakingthemistakesthatgotapersontothatpoint.GenerallyHardtoServeClientsaremade,knowinghowthathappenedisgoodinformation.

7.Actuallylisten.

Peoplecantell thedifferencebetweenapersonwhoisengagedandapersonwhoisjustcollecting data.Takingnotesandcollecting informationisimportant,makesureyou’renotcreatinganadditionalbarrier intheprocess

TipsforWorkingwiththeHardtoServe8– Wheneverpossible,accommodate

Clientswhoarehardtoserveneedasmuchaccommodationaspossible.Itisimportanttoremember thataonehourmeeting forsome,isanalldaycommitmentforsomeoneelse.Byremovingasmanybarriersaspossiblewereducestress,buildrapportandtrustandmakedialogue thatmucheasier.

9– Neverpromisewhatyoucan’tperform

Building trustwithHardtoServeClientsishardwork.Losingtrustisreallyeasy.Ifyoucannotguaranteeit,barringreasonableexception, thendon’tpromiseit.Onceyoubreakapromisethenyou’reeveryoneelse.

TipsforWorkingwiththeHardtoServe10– Beauthentically youandyouwillbemoresuccessful

ClientswhoareHardtoServecanspotafakeamileaway.Peoplewhoportraythemselvesasbeingsomethingotherthanwhattheytrulyareopenthedoorforclients toquestionyourmotives.Oncethishappensit’shardtodeveloprapportbecauseoftheperceptionofworkerbeingmisleading.

Intheend,mostclientswon’tcarethatmuchaboutthisorthat.Theyjustwanttoknowwhatandwhothey’redealingwith.Ifyoupresentasapersonofintegrity,regardlessofhowyouare,they’llacceptthateveniftheydon’tlikeit.

QuestionsThisiswhereyouaskquestionsagain

Myths&MisconceptionsMyth1

You’remoreeffectiveifyoucomefromthegroupyou’reworkingwith.

False:

Comingfromagroupdoesn’thaveanybearingonyourabilitytoworkeffectivelywiththem.Infact,itcanmakeyoutrulyineffectiveattimesthroughnofaultofyourown.

Myths&MisconceptionsMyth2

Anyonecanworkwithanyoneelsewiththerighttraining.

False:

Somepeople justaren’tcutouttoworkwith HighRisk/HardtoServepeople.Trainingcannotfully taketheplaceofcharacterinaserviceprovider.Moreover,charactergetsyouplacesthattrainingonit’sownjustwon’t

Myths&MisconceptionsMyth4

Peoplewhoaregoodatworkingwiththesegroups/people arealwaysequaltothetask.

False:

Evenwhenyou’regoodatthis,you’llhavebaddaysandbadsessionsandpeoplewhodon’twanttoworkwithyou.

Myths&MisconceptionsMyth5– Pedophilesarethehardestgroup toworkwith.

False:

Thehardestgroup toworkwithistheonethatmakesyoutheleastneutral.Everyoneisdifferent,andeachindividualhastheirownstrengthsandlimitations.Byknowingyour strengthsandlimitationsyou’llmakeitmorepossible toworkbetterandmoreeffectivelyforthepeopleyouserve

Some finalthoughtsq Ifpeopledidn’twantyoutohelpthemtheywouldn’ttellyouanything.Byvirtueofthefact

they’rediscussingthingswithyou,you’vebeeninvitedtohelpthem.

qDon’tfallfortheknockoutpunch.Remember thatwhateverthey’retelling youisstillwhattheyconsider safetotell. Itmaybetheworstthingthatyou’veeverheard,butthatdoesn’tmeanit’stheworstthingtheycansay.It’satest,theywanttoseeifyou’llreact.Don’treact,

respond.

q Remember thatwhetherit’sLegalServices,SocialServices,oranyotherarea,theoperativewordisservice.

qWhatwedoforone,wedoforeveryone

Thankyou&DiscussionThisiswhereyouaskquestionsagain