Competencies for the mental health and addiction consumer, peer support and lived experience workforce - June 2021 - Te Pou

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Competencies for the mental health and addiction consumer, peer support and lived experience workforce - June 2021 - Te Pou
Competencies for the mental
health and addiction consumer, peer
support and lived experience workforce   June 2021

                                                 1
Acknowledgements
We sincerely thank the many people who
took the time and gave their wisdom to
inform this refresh of the mental health and
addiction consumer, peer support and lived
experience competencies.

We acknowledge the outstanding work done
by Gemma Griffin in developing, consulting,
collating feedback and devising the final
competencies.

We especially want to thank Jason Haitana,
Aaryn Niuapu, Rose Heta-Minhinnick, and
Codey Bell who were invaluable in providing
guidance and cultural perspectives.

We hope that you will find these useful, relevant,
and practical in supporting the development
and growth of this vital workforce.
The team at Te Pou: Rae Lamb,
Caro Swanson, Rhonda Robertson,
Will Ward, Kyla Mottershead, Allan Drew, Joanne
Richdale and Angela Jury.

                                                     2
Foreword
He Ara Oranga, the report of the               experience, and to ensure that this input     workforce. But there is more to do.
Government Inquiry into Mental Health          is enabled, genuinely engaged with, and       To ensure the competencies are fit
and Addiction (2018), see                      has an impact.                                for purpose it was time for a review,
www.mentalhealth.inquiry.govt.nz, outlines                                                   refresh and update. As with the original
                                               One of the things that will support the
a vision. This vision includes people with                                                   competency development, people with
                                               further growth and development of the
lived experience having a significantly                                                      lived experience have led this process
                                               workforce is having clear, shared and
greater role in the design and delivery of                                                   and there has been wide consultation
                                               consistent understanding of the values,
support and services. It calls for a greater                                                 with and involvement by consumers,
                                               skills and qualities involved. That is, the
consumer voice and role right across the                                                     peer support and service leaders around
                                               competencies needed to successfully
system.                                                                                      the country. Fittingly, the refreshed
                                               fulfil consumer, lived experience and peer
                                                                                             competencies are well informed by,
More recently the interim Mental               support roles. This aids those in the roles
                                                                                             and reflect the experience of, the
Health Commission’s report Mā Te               and the people and organisations who
                                                                                             people who use them.
Rongo Ake (March 2021) has assessed            employ and support them.
progress in responding to the inquiry’s                                                      We are proud to be associated with
                                               In August 2014, we published the
recommendations. It notes that lived                                                         this work.
                                               competencies for the mental health
experience feedback indicates that
                                               and addiction service user, consumer          Rae Lamb
PHO, NGO and DHB services may require
                                               and peer workforce. Since then, these
much greater support, guidance and/or                                                        Chief Executive, Te Pou
                                               have informed and supported the
accountability processes to understand
                                               development of this very important
the value of input from people with lived

                                                                                                                                        3
Introduction
The consumer, peer support and lived        What are the roles?                         › Consumer, peer and service user
experience (CPSLE) workforce includes
                                                                                          educators educate peers, health
all people who work in a job where it is    The peer workforce includes many
                                                                                          professionals and community
a requirement to have lived experience      different types of jobs. Some examples
                                                                                          members, using their lived
of mental health challenges and/or          are:
                                                                                          experience.
addiction. Currently most of the CPSLE       › Peer support workers work with
workforce works in dedicated DHB                                                        › Consumer, peer and service
                                               people experiencing mental health
and NGO mental health and addiction                                                       user researchers and evaluators
                                               challenges and/or addiction to help
services. Increasingly, some also work in                                                 undertake research and evaluation
                                               restore their hope and personal
primary health or cultural organisations,                                                 using their lived experience. They
                                               power. In this document peer support
social services and other community-                                                      work in partnership with their peers.
                                               worker is used to describe a number
based entities. People can be in paid or       of jobs such as peer navigator, peer     › Consumer, peer and service user
voluntary roles.                               recovery coach, peer recovery guide,       auditors work in teams that audit
The words in bold are explained in             peer mentor, voice worker or peer          mental health and addiction services.
the Glossary that accompanies this             support specialist.                        They provide a lived experience
document. The glossary can be accessed                                                    perspective and wisdom.
                                             › Consumer advocates work with
at tepou.co.nz/our-work/lived-experience       people to resolve problems that affect   › Service user, consumer and peer
                                               individuals, as well as issues that        supervisors provide coaching,
                                               affect a lot of people.                    mentoring or supervision to peers,
                                                                                          clinicians and leaders.
                                             › Consumer advisors use peer
                                               values and recovery principles
                                               to advise organisations on how to
                                               operate. They work to ensure that
                                               the experiences of people with
                                               mental health challenges and/or
                                               addiction influence every part of
                                               the organisation to improve service
                                               provision.

                                                                                                                                  4
Peer values
Peer roles are based on ideas that come from the consumer rights, self-help and recovery movements. Six core values were
identified through consultation, forums and surveys during the development of the original competencies in 2013 and 2014, and have
been updated through consultation during 2020 and 2021. These values are described below.

  Peer value         Definition                     What does this value look like in practice?

  Mutuality          Sharing common                   › We take time to get to know people and what is important to them.
                     experiences and                    We build positive and authentic relationships.
                     being authentic in our           › We learn from others, and we share our own learning.
                     relationships.
                                                      › We use respectful language.
                                                      › We respect that people can have different beliefs about recovery and
                                                        wellbeing.

  Experiential       Valuing what we have learnt      › We use our own experiences to encourage and inspire those we
  knowledge          from our life experiences.         support, and to build trust and connection.
                                                      › We tell useful stories from our own experience that are relevant to the
                                                        current challenges of the person we are supporting.
                                                      › We don’t make assumptions about what others are feeling.
                                                      › We ask thoughtful questions. We listen so that we can understand what
                                                        the other person is feeling.
                                                      › We use our experiences to develop strategies for system change that
                                                        ensure services meet the needs of the people they are there for.

                                                                                                                                  5
Peer value      Definition                    What does this value look like in practice?

Participation   Valuing the right of people    › We honour everyone’s ideas and opinions. We believe everyone can
                to participate in their          contribute, encourage and support people to voice their experiences.
                treatment, and in the          › We support people to participate in and lead their treatment.
                delivery of services.
                                               › We encourage people to identify their strengths and use them to
                                                 improve their lives.
                                               › We advocate for the improvement of services. We take opportunities to
                                                 lead service delivery and design.

Self-           Valuing the right of people    › We encourage people to make their own decisions. We offer options
determination   to make their own choices,       when available.
                without any pressure from      › We encourage people to try new things.
                others.
                                               › We work together to learn and grow from our experiences.
                                               › We encourage people’s resilience and personal growth.
                                               › We encourage people to decide what they want in life and how to
                                                 achieve it. We do not judge their decisions or plans.

Equity          Treating people fairly,        › We work to understand how injustices can affect people.
                without discrimination.        › We identify injustices, prejudice and bias and work to address them by
                                                 advocating for change.
                                               › We have open discussions about discrimination, trauma, oppression,
                                                 crisis and safety.
                                               › We use supportive and respectful language.
                                               › We respect privacy and confidentiality.

                                                                                                                          6
Peer value         Definition                      What does this value look like in practice?

  Hope and           Believing that there is           › We focus on people’s strengths. We acknowledge that people’s
  wellbeing          always hope, and that               strengths and informed choices are important for their recovery and
                     resilience and wellbeing are        wellbeing.
                     possible for everyone.            › We encourage people to have dreams and goals that have meaning for
                                                         them.
                                                       › We model positive ways of working through embodying hope and
                                                         resilience in all parts of our work.
                                                       › We support people to understand that life challenges can be
                                                         opportunities for learning and growing.

Commentary on the values
Mutuality and experiential knowledge are     is central for the CPSLE workforce to be    different options of support. The CPSLE
particularly important values for CPSLE      effective in such contexts.                 workforce has grown from people’s
workers.                                                                                 collective experiences of facing mental
                                             Lived experience often includes having
                                                                                         health challenges and addiction. The
CPSLE workers recognise the importance       accessed services. The context and
                                                                                         expertise comes from ‘grassroots’
of responding to people within their         culture of those services, the models and
                                                                                         experiences through to leadership.
own context. Individual experiences are      approaches, workforce and terminology
                                                                                         Collectively, the workforce has the power
different. How people make meaning           can influence people’s sense of identity.
                                                                                         to decide what workforce development
of those experiences is shaped by            Lived experience workers are part of
                                                                                         is needed and to enthusiastically invite
many personal factors. These can             many communities and this informs how
                                                                                         others to partner in its delivery. This is
include experiences of colonisation and      they work and respond to each other.
                                                                                         self-determination, participation and
intergenerational trauma, culture and
                                             The CPSLE workforce is constantly           equity in action.
worldview, whānau relationships, age,
                                             evolving. New roles emerge, services
gender, and sexuality. Workforce diversity
                                             and systems change, and people require

                                                                                                                                      7
The values and Te Tiriti
o Waitangi
                                             Competency Levels
                                              › Essential – People need to                 All CPSLE workers need to also meet the
The values of participation, self-              demonstrate this level of competency       essential performance levels for ‘Let’s get
determination and equity are rooted in          when they start their job. They            real: Real skills for working with people
values from Te Tiriti o Waitangi, which         need to demonstrate a basic                and whānau with mental health and
describes the relationship between              understanding of peer workforce            addiction needs’.
the Crown and Māori. These values               concepts, strategies, tools and
are captured in the te reo Māori terms          practices.
Kāwanatanga, Tino rangatiratanga,
Ōritetanga and Wairuatanga.                   › Enhanced – The enhanced level
                                                is the next step after the essential
Kāwanatanga describes how the Crown             level. At the enhanced level people
partners with Māori in decision making          need to demonstrate a higher level of
to ensure input and leadership at all           understanding of the competency.
levels of the system that can impact
future CPSLE workforce development            › Leader – Leaders and influencers
initiatives. Tino rangatiratanga specifies      need to demonstrate this level of
self-determination, where Māori are             competency.
fully respected to have control of their     The leadership level is not only for people
future and to decide on what matters         in leadership roles. Someone who is not in
most. Ōritetanga focuses on achieving        a leadership role might still demonstrate
equity, and emphasises the rights of         the leader level of the competency.
Māori as lived experience leaders to         People who are in leadership roles should
have experiences that are meaningful         meet the essential and leader levels of the
to themselves. These concepts are            competency. Some leaders may also try
enveloped by Wairuatanga, to balance the     to meet the enhanced level, depending
physical and emotional with the spiritual.   on their role; however, proficiency at this
                                             level is not a requirement for leaders
                                             given that their role is primarily to make
                                             sure that workers have what they need to
                                             develop and maintain an effective CPSLE
                                             workforce.

                                                                                                                                     8
The competencies at a glance
                                                The CPSLE competencies
                                Apply to all consumer, peer support and lived experience roles

 1. Applying lived experience
 2. Resilience, recovery and wellbeing
 3. Learning and professional development
 4. Communicating effectively
 5. Interacting with family, whānau and community
 6. Interacting within teams and systems
 7. Using a human rights approach

                                                 Specific Competencies
                 Along with the competencies above, the specific roles below have additional competencies.

Peer support workers                                             Consumer advisors

 1. Mutual relationships                                          1. Strategic viewpoint
 2. Purposeful approach                                           2. Participation and leadership
 3. Peer support practices                                        3. Service improvement

                                                                                                             9
The competencies
1. Applying lived experience
The CPSLE worker shares relevant experiences of living with mental health and addiction. Experiences are shared to contribute to
peer relationships, or to provide information for improving services.

  Essential                                 Enhanced                                    Leader

  Working at this level, a CPSLE worker     Working at this level, a CPSLE worker:      Working at this level, a CPSLE worker
  can understand and describe:                                                          supports the sharing and enabling of
                                             › understands and values that people       best practice so that people experience
   › how lived experience connects             can have different experiences.          trauma-informed care. They influence
     people.                                 › feels safe in sharing their              other people and organisations to:
   › how to share relevant                     experience.
     experiences to contribute to the                                                     › value the guidance provided
                                             › shares relevant experiences to
     peer relationship.                                                                     by people who share their lived
                                               help build rapport and hope with
                                                                                            experience.
   › how sharing your own experience           peers, and to assist with the
     can have an impact on you and             development of services and                › invite peers to provide their
     on other people, and how to               quality improvement initiatives.             perspectives and to lead service
     manage this.                                                                           delivery and quality improvement.
                                             › sees the impact of sharing their
   › how to listen with empathy when           experience on themselves and               › invite the peer workforce to educate
     peers discuss their experience,           others.                                      others about the benefits of their
     and not judge.                                                                         roles.
                                             › understands that discussing some
   › how to help people feel safe              subjects may feel traumatic.               › understand and enable peers
     and secure when sharing their                                                          to work with mutuality, and
                                             › creates a safe space for people
     experience.                                                                            demonstrate how this leads to
                                               to share their experience, without
                                                                                            different boundaries from those of
   › trauma-informed care.                     being judged.
                                                                                            the clinical workforce.

                                                                                                                                   10
Essential                              Enhanced                                Leader

 › how to show hope and express         › uses trauma-informed care
   hope for others.                       practices.
 › realistic optimism.                  › shows hope and can express hope
 › the idea of mutuality, especially      for others.
   that mutuality requires different    › understands, describes and models
   boundaries from the health and         realistic optimism.
   social service workforce due to      › uses mutuality and negotiates
   sharing of personal experiences.       the boundaries that this requires.
                                          Understands that these boundaries
                                          are different from the clinical
                                          workforce.

                                                                                        11
2. Resilience, recovery and wellbeing
All CPSLE workers understand that self-care, self-advocacy and stress management are important for their wellbeing and resilience.
They use the practices that work best for them to stay well.

  Essential                                Enhanced                                     Leader

  Working at this level, a CPSLE worker    Working at this level, a CPSLE worker:       Working at this level, a CPSLE worker:
  can understand and describe:
                                             › uses and role models self-care and         › supports organisations to use
   › self-care and stress                      stress management practices.                 resilience, recovery and wellbeing
     management practices.                   › aims to maintain calm. Uses                  principles with workers and people
                                               strategies for managing stressful or         who access services.
   › resilience, recovery and
     wellbeing principles and how to           challenging situations.                    › uses current information about
     apply these.                            › uses wellbeing and resilience                wellbeing practices and resilience to
   › their personal strengths and              principles in their own lives, and           guide organisational development.
     challenges relating to work.              with others.                               › supports a culture of reflexive
   › how to self-advocate for what           › uses reflexive practice to make the          practice.
     they need to maintain their health        best use of their strengths and to         › supports supervision (including
     and resiliency.                           address challenges.                          cultural supervision) for peer and
   › strategies for handling stressful       › responds to social determinants              other workers.
     or challenging situations.                and social consequences of                 › supports the implementation of
   › trauma-informed care.                     mental health challenges and/or              trauma-informed practices.
                                               addiction using resilience, recovery       › supports organisations to respond
   › the impact of trauma on                   and wellbeing principles.
     themselves and others.                                                                 to social determinants and social
                                             › uses trauma-informed care.                   consequences using wellbeing
   › the need to seek support and/                                                          principles and practices.
     or supervision (including cultural
     supervision) when challenges
     might impact on their work and
     wellbeing.

                                                                                                                                    12
3. Continuous learning and professional development
All CPSLE workers identify areas where they can grow personally or professionally and take opportunities to learn and develop.
They value ongoing development and stay connected to their peer community to stay ‘grounded’ in their work.

  Essential                                 Enhanced                                     Leader

  Working at this level, a CPSLE worker:    Working at this level, a CPSLE worker:       Working at this level, a CPSLE worker:

   › participates in relevant                 › participates in relevant professional     › supports peer staff to negotiate
     professional development.                  development.                                work conditions that support
   › develops a professional                  › keeps up-to-date with the latest            learning and professional
     development plan.                          research relevant to the peer               development.

   › networks with other members of             workforce and uses this in their          › ensures the organisation supports
     the peer workforce.                        work.                                       peer staff to negotiate work
                                              › uses a professional development             conditions that are fair and
   › seeks mentoring and support                                                            equitable.
     from a peer.                               plan.
                                              › networks with other members of the        › supports peer staff to develop
                                                peer workforce.                             professional development and
                                                                                            career progression plans.
                                              › recognises the value of personal
                                                growth and skill development.             › ensures the organisation invests
                                                Maintains a connection with a               fairly in professional development
                                                peer support community to stay              for peer staff.
                                                ‘grounded’ and authentic.                 › supports peer staff to incorporate
                                              › has cultural connections with Mana          new developments and innovations
                                                Whenua of the area.                         in their work.

                                                                                                                                  13
Essential   Enhanced   Leader

                        › keeps up-to-date and uses relevant
                          developments and innovations to
                          develop their organisation.
                        › mentors other members of the
                          peer workforce to develop their
                          leadership skills.
                        › is actively involved with Mana
                          Whenua and encourages the
                          collaboration of services with the
                          Māori community around cultural
                          involvement and implementation.
                        › supports initiatives from tāngata
                          whenua.

                                                               14
4. Communicating effectively
CPSLE workers use a range of skills to communicate appropriately and effectively with peers, colleagues and other stakeholders.
They use communication skills and styles that are appropriate for the situation they are in and for the person they are
communicating with. They always use recovery and wellbeing focused language and they emphasise the strengths of their peers.

  Essential                                Enhanced                                    Leader

  Working at this level, a CPSLE worker    Working at this level, a CPSLE worker:      Working at this level, a CPSLE worker:
  understands and demonstrates:                                                          › supports staff to use effective
                                             › uses recovery and wellbeing
                                               focused language and approaches.            recovery and wellbeing language.
   › respectful communication using
     recovery and wellbeing focused                                                      › ensures the organisational culture
                                             › communicates effectively to                 and policies support effective and
     language.                                 different groups of people                  safe peer boundaries.
   › active listening skills and               (eg people accessing the                  › supports CPSLE staff to build skills
     communicating with empathy.               service and health professionals).          in developing rapport and trust.
   › the boundaries for their role and       › communicates boundaries                   › builds rapport and trust within the
     how to work within them (role             effectively.                                organisation and with stakeholders.
     clarity).                               › demonstrates communication skills         › supports CPSLE staff to use
   › the ability to cope well with             that help to build rapport and trust        respectful communication
     challenging situations.                   eg active listening.                        strategies when encountering
                                                                                           challenging situations. Ensures
   › skills in working collaboratively       › uses empathy, respect,                      the organisation encourages the
     with others.                              negotiation and other strategies            development of respectful and
                                               when responding to challenging              effective communication strategies.
   › an ability in communicating
                                               situations.                               › supports CPSLE staff to network
     with people from various
     backgrounds, cultures, age              › collaborates with other staff,              and collaborate.
     groups, etc.                              community agencies, groups                › networks and collaborates within
                                               and networks.                               the organisation and with other
   › engagement in karakia with                                                            stakeholders.
     people they are working with and        › is able to offer karakia.
                                                                                         › promotes CPSLE roles and values
     when needed.                                                                          across sectors.

                                                                                                                                  15
5. Working with family, whānau and community
CPSLE workers understand the value of family, whānau and community in people’s lives, and work to actively include them.

  Essential                                Enhanced                                    Leader

  Working at this level, a CPSLE worker:   Working at this level, a CPSLE worker:      Working at this level, a CPSLE worker
                                                                                       ensures organisational policies and
   › demonstrates understanding of           › understands that people who             processes:
      ▷ the diversity of family, whānau        access services are part of a family/
        and friends and the different          whānau and community.                     › value and support family, whānau
        roles they have for people           › ensures that people’s families/             and community inclusion and
                                               whānau and friends can be part of           participation.
      ▷ different communities people
        belong to such as cultural,            recovery and wellbeing processes.         › recognise the importance of
        spiritual, religious, sexuality,     › recognises the role of children             identifying what family is for each
        gender and interest groups             and supports people who wish to             person accessing the service.
      ▷ the differences between                parent.                                   › acknowledge the value family,
        family of choice (including          › investigates what family and                whānau and community roles in
        friends and partners) and              whānau mean to the person and the           people’s wellbeing and ensures
        genetic family ties                    best ways to incorporate them.              that services are responsive and
                                                                                           inclusive.
      ▷ the impact of mental health          › works effectively with people of
        challenges and addiction               different backgrounds.                    › recognise and value the diversity
        on families, whānau and                                                            of the people it serves, and works
                                             › connects people, whānau and                 toward equitable outcomes for all
        communities                            friends to relevant services and
      ▷ how a person’s culture or              community resources.                      › enable staff to connect people,
        age might influence practices                                                      family and whānau to relevant local
                                             › maintains the privacy of people             services and community resources.
        and expectations around                using the service, acknowledging
        privacy (eg when working with          people’s age and culture.                 › maintain privacy, acknowledging
        teenagers, parents or with                                                         people’s age and culture.
        whānau groups)

                                                                                                                                 16
Essential                                Enhanced                                    Leader

    ▷ tikanga, cultural values and        › understands the different                 › enable people’s communities to
      beliefs                               communities that someone is part            participate in service delivery to
    ▷ different approaches to               of, and utilises them for the person’s      enhance wellbeing.
      wellbeing                             wellbeing.                                › ensures that different wellbeing
 › can describe their own culture         › uses different wellbeing approaches         approaches are respected and
   and what diversity means to              when needed.                                utilised.
   them.                                  › actively engages at community and         › support staff to access cultural
 › shows respect for people who             whānau hui.                                 support and advice when needed,
   are different to themselves.                                                         for themselves and for the people
   Is mindful to not impose their                                                       they support.
   culture or beliefs on to others.
 › identifies community services
   and resources.
 › seeks cultural support and advice
   when needed.
 › identifies community and whānau
   hui that are relevant to the people
   they work with and the work
   they do.

                                                                                                                             17
6. Working within teams and systems
CPSLE workers understand relevant legislation, policies, standards and systems, and work to align them with peer values. They work
together with team members and respect everyone’s roles and responsibilities.

  Essential                                Enhanced                                     Leader

  Working at this level, a CPSLE worker    Working at this level, a CPSLE worker:       Working at this level, a CPSLE worker:
  understands and can talk about:
                                             › supports people to access the             › facilitates the use of treatments and
   › common mental health and                  treatments, supports and services           support that are consistent with
     addiction treatments, supports            they choose.                                peer values.
     and services.                           › meets legislation, national policies      › advocates for changes to
   › legislation, policies and standards       and standards, and can interpret            legislation, policies, standards
     relevant to their work.                   them using peer values.                     and funding practices that are
                                             › works with colleagues who have              inconsistent with peer values.
   › the roles and responsibilities of
     colleagues.                               different roles and responsibilities.     › supports their organisation to:
   › how to use peer values and              › uses the Health and Disability               ▷ develop the CPSLE workforce
     relevant policies to make ethical         Code of Consumer’s Service                     equitably.
     decisions.                                Rights and ethical frameworks to             ▷ comply with the Health and
                                               make decisions.                                Disability Sector Standards.
   › the value of having people with
     lived experience involved at all        › takes up development and                       Uses national policies and ethical
     levels of the organisation.               leadership opportunities.                      frameworks to guide services.
                                               Encourages others to do so.                  ▷ support partnership, participation
                                                                                              and leadership from people with
                                                                                              lived experience. This includes
                                                                                              involvement in local and national
                                                                                              projects and organisations.

                                                                                                                                   18
7. Using a human rights approach
CPSLE workers workers protect and promote human rights for everyone, in all of their work. They will use their personal story and
advocate for positive change.

  Essential                                 Enhanced                                     Leader

  Working at this level, a peer worker      Working at this level, a peer worker:        Working at this level, a peer worker:
  demonstrates understanding about:
                                              › uses a human rights approach.              › ensures national and international
   › human rights approaches and                                                             human rights frameworks,
     why they are used.                       › applies relevant United Nations
                                                Conventions and Declarations in              conventions and developments are
   › the impact of relevant                                                                  upheld in their organisation.
     United Nations documents                   their organisation.
     within mental health and                 › supports people to understand              › ensures their organisation has
     addiction work, including:                 and use complaints processes                 an effective complaints process.
     ▷ United Nations Convention                effectively.                                 Uses complaints to inform quality
        on the Rights of Persons with                                                        improvement.
        Disabilities (UNCRPD).                › challenges the impact of stigma,
                                                discrimination, prejudice, and             › supports their organisation to
     ▷ United Nations Declaration                                                            address stigma, discrimination,
        on the Rights of Indigenous             human rights breaches.
                                                                                             prejudice and human rights
        People (UNDRIP).                      › offers and promotes peer                     breaches.
     ▷ United Nations Convention                advocacy, if appropriate for
        against Torture and other               their role.                                › promotes people’s rights by
        Cruel, Inhuman or Degrading                                                          ensuring equitable access to
        Treatment or Punishment.                                                             peer advocacy.
   › their organisation’s complaints
     process.
   › what stigma, discrimination,
     prejudice, and human rights
     breaches are.
   › why some people may need
     support and advocacy to protect
     their rights.

                                                                                                                                    19
Peer support work
In addition to the core CPSLE worker competencies, the following apply to the specific role of peer support worker.

1. Peer support - mutual relationships
Peer support relationships are always developing, and involve people both giving and receiving. This is very different from
conventional support programmes, where people need help and the staff provide that help. In peer support, people learn from each
other. Peer support workers understand this concept of mutuality and use it in their relationships.

  Essential                                 Enhanced                                     Leader

  Working at this level, a peer             Working at this level, a peer support        Working at this level, a peer support
  support worker understands and            worker:                                      worker:
  demonstrates:
                                              › works with people authentically.           › shows and promotes mutual and
   › how to use mutuality in peer             › uses mutuality.                              authentic relationships in their
     relationships.                                                                          organisation and with stakeholders.
                                              › treats people as equals, while
   › why equity is important in peer            acknowledging their different              › demonstrates and advocates for
     relationships.                             responsibilities in the relationship.        equity; supports people to have
                                                                                             what they need to be successful in
   › how to create safe spaces for            › encourages the use of positive               their roles.
     people to share their stories.             risk-taking strategies, such
                                                as searching for employment,               › supports their organisation to
   › the role of positive risk-taking
                                                volunteering, training or education.         develop policies and processes that
     in recovery and wellbeing.
                                                                                             ensure a safe environment to share
                                              › provides an environment for people           experiences.
                                                to share their experiences.
                                                                                           › promotes a culture of positive
                                                                                             risk-taking in their organisation.

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2. Peer support - purposeful approach
Peer support workers understand people need to have hope, meaning and aspirations in their lives. They support them to achieve
this.

  Essential                                Enhanced                                    Leader

  Working at this level, a peer            Working at this level, a peer support       Working at this level, a peer support
  support worker understands and           worker works with people to:                worker ensures their organisation:
  demonstrates:
                                            › develop and maintain hope,                › provides flexible ways to develop
   › taking a purposeful approach to          meaning and wellbeing goals.                effective wellbeing strategies.
     the importance of hope, meaning        › access community resources that           › provides information on local
     and aspirations in people’s lives.       support them to reach their goals.          community resources.
   › that community services and            › review their goals and hopes, and         › has policies and procedures
     resources may support                    support them to make changes as             that include the regular review
     people’s goals.                          required.                                   of people’s goals and aspirations.
   › that regular reviews of people’s       › write plans and notes collaboratively.    › has policies and procedures that
     goals and hopes are important,                                                       support the use of collaborative
     because these may change.              › recognise successes and learn
                                              together from challenges.                   notewriting.
   › the value of writing notes                                                         › uses tools that measure
     collaboratively.                                                                     successes and barriers, in a
   › the importance of recognising                                                        way that is meaningful for
     people’s successes and to learn                                                      people (outcome measures).
     from things that do not go well.

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3. Peer support - peer support practices
Peer support workers understand what peer support is and use appropriate models, tools and practices in their work.

  Essential                                Enhanced                                   Leader

  Working at this level, a peer            Working at this level, a peer support      Working at this level, a peer support
  support worker understands and           worker:                                    worker:
  demonstrates:
                                             › can describe the philosophy             › is familiar with a range of peer-led
   › what peer support is.                     behind peer support and its               tools and makes these available in
                                               history.                                  their organisation.
   › the role of peer support workers.
                                             › can describe evidence of the            › keeps up-to-date with developments
   › use of peer-led tools.                                                              in peer support and shares this
                                               effectiveness of peer support.
   › models and practices that reflect                                                   information.
                                             › works with people using
     peer values and recovery and                                                      › promotes research and evaluation
                                               peer-led tools.
     wellbeing principles.                                                               initiatives in peer support.
                                             › uses models and practices that
   › the impact of peer support on                                                     › ensures their organisation uses
                                               reflect peer values and recovery          models and practices that reflect
     people’s lives.
                                               and wellbeing principles.                 peer values, and recovery and
   › the use of supported decision
                                             › supports self-advocacy when               wellbeing principles such as trauma-
     making.                                                                             informed care and mindfulness.
                                               resolving complaints.
   › the importance of supported                                                       › ensures their organisation is informed
                                             › can work within different types of
     self-advocacy.                                                                      of the different types of peer support,
                                               peer support, using peer support
                                               programmes and in different               peer support programmes and
                                               settings.                                 peer support settings and uses
                                                                                         that knowledge to inform service
                                                                                         development.
                                                                                       › ensures their organisation has
                                                                                         relevant policies, procedures and
                                                                                         frameworks to support people to
                                                                                         advocate for themselves.

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Consumer advisor work
In addition to the core CPSLE worker competencies, the following apply to the specific role of consumer advisor.

1. Consumer advisors - strategic viewpoint
All consumer advisors work strategically to effect positive change in service delivery and organisational culture.

  Essential                                  Enhanced                                       Leader

  Working at this level, a consumer          Working at this level, a consumer              Working at this level, a consumer
  advisor:                                   advisor:                                       advisor:

   › understands the difference                › can describe the role of systemic           › supports organisations to
     between individual advocacy                 advocacy in their work.                       understand and effectively use
     and systemic advocacy.                                                                    individual advocacy and systemic
                                               › gathers information from relevant             advocacy at all levels of service
   › understands the roles of people             people to support advocacy for                delivery.
     with lived experience, family and           positive change.                            › supports the tracking of feedback
     whānau groups in systemic                 › works to change discrimination in             from workers and people accessing
     advocacy.                                   services.                                     the service to support positive
   › understands how society and                                                               system changes.
                                               › works to influence change and uses
     mental health and addiction                 effective levers to achieve change.         › influences their organisational
     services can be discriminatory.                                                           culture, and funding, policy and
                                               › can assess and respond to different           legislation.
   › can describe ways they can                  points of view. Uses peer values to
     influence change.                                                                       › develops policies that eliminate
                                                 find solutions.                               inequity, stigma, prejudice, and
   › recognises that different points of                                                       discrimination.
     view need to be respected and
                                                                                             › strengthens consumer advisor and
     understood.
                                                                                               lived experience influence.
                                                                                             › promotes peer perspectives in
                                                                                               organisational development.

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2. Consumer advisors - participation and leadership
All consumer advisors work to ensure that effective peer participation and leadership happens at all levels of the organisation.

  Essential                                  Enhanced                                      Leader

  Working at this level, a consumer          Working at this level, a consumer             Working at this level, a consumer
  advisor understands and can                advisor:                                      advisor:
  demonstrate:
                                               › networks and consults with people           › supports peer staff to have what
   › why consulting and networking               who access the service and families           they need to network and consult
     with all relevant people is                 and whānau.                                   with people who access the service,
     important. This may include                                                               their families and whānau.
                                               › uses effective methods for
     people who access the service,              collecting, analysing and                   › networks and consults with people
     families and whānau.                        responding to feedback.                       who access the service and their
   › different methods for collecting                                                          families and whānau at local,
                                               › uses own position of influence and            regional and national levels.
     and using feedback.                         power to improve services.
   › the benefits of lived experience                                                        › ensures organisations have effective
                                               › uses national and international               processes that collect feedback to
     roles that have influence in                human rights frameworks and
     services.                                                                                 continually improve the service.
                                                 national complaints processes.
   › the role of national and                                                                › supports peers to hold positions
     international human rights                                                                of influence and power in the
     frameworks and national                                                                   organisation and wider sector.
     complaints processes.                                                                   › uses the national and international
                                                                                               rights frameworks and national
                                                                                               complaints processes to inform
                                                                                               quality improvement processes.

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3. Consumer advisors - service improvement
Consumer advisors are involved in service improvement, quality improvement, and education. They promote meaningful wellbeing-
focused measures for people who use services.

  Essential                               Enhanced                                   Leader

  Working at this level, a consumer       Working at this level, a consumer          Working at this level, a consumer
  advisor understands and can             advisor:                                   advisor:
  describe:
                                            › uses organisational change               › supports organisational change
   › organisational change                    principles in service development          principles.
     principles.                              and quality improvement.                 › supports service development and
   › service development and quality        › engages in service development             quality improvement approaches
     improvement processes.                   and quality improvement                    that are consistent with peer values
                                              processes within the service.              and include peer leadership.
   › recovery and wellbeing-based
     measures used in service               › uses recovery and wellbeing-             › supports the organisation to use
                                              based measures in service                  recovery and wellbeing-based
     development and quality
                                              development and quality                    measures in service development
     improvement.
                                                                                         and quality improvement.
                                              improvement.
   › the benefits of peer educators.                                                   › is involved and engages in
                                            › educates colleagues and people             consultations on issues that affect
   › the benefits of having peers
                                              who access the service, using their        peer workforce development and
     involved in recruitment, mentoring
                                              lived experience and peer values.          sustainability.
     and performance appraisal
     processes.                             › participates in recruitment,             › supports organisations to have
                                              mentoring and performance                  education and training developed
                                              appraisal.                                 and delivered by people with lived
                                                                                         experience.
                                                                                       › supports organisations to have peer
                                                                                         staff in recruitment, mentoring and
                                                                                         performance appraisal processes.

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