C O N T E N T S *
MISSION STATEMENT...... 1
ORGANISATIONAL GOALS...... 2
ORGANISATIONAL VALUES AND OPERATIONAL PRINCIPLES.....2
POLICIES AND PROCEDURES:
ORGANISATIONAL
Equal Employment Opportunity...... 3-5
Workplace Health and Safety...... 6
Protocols...... 7
Accountability...... 8
Media and Public Comment...... 9
Grievance Procedures...... 10-11
Smoking...... 12
Release of Client Information...... 13
State Managers...... 14
Workplace Rehabilitation...... 15
Research and Publications...... 16-18
CLIENTS
Child-Centred Practice...... 20
Empowerment...... 21
Advocacy and Collaboration...... 22
Mandatory Reporting...... 23-24
Interagency Liaison about Referrals...... 25
Referrals...... 26
3-Way Direct Referrals...... 27-28
Duty of Care...... 29-30
Case Management: Ongoing Callers...... 31-33
Complaints...... 34-35
Feedback...... 36
Adult Clients...... 37
Documentation...... 38
Missing Persons...... 39-40
Relationships with Clients/Ex-Clients...... 41
Working with Young People and the Internet……………………………………..42
SELECTION AND TRAINING
Recruitment and Selection...... 43
Suitability Cards...... 44
Recognition of Prior Learning: Skills-Based Training and
Issues-Based Training...... 45
Training – Skills Based Training Course: Introduction to Telephone Counselling46
Training - Internal...... 47
Training - External...... 48
* Gaps in page numbering between the sections in Policies and Procedures have been created to enable insertion of additional material in the future.
COUNSELLING PRACTICE
Operational Principles
- Anonymity...... 55
- Anonymity - Management of Mail and Gifts Received...... 56-57
- Anonymity - Management of Communication with Counsellors
and Clients Outside Kids Help Line...... 58
- Confidentiality...... 59-60
- All Calls Answered with Respect: Hard Calls...... 61
- Access to Same Counsellor...... 62
- Access to Counsellor of Specific Gender...... 63
- Clients Encouraged to Give Feedback...... 64
- Use of TTY (Telephone Typewriter)...... 65
- Managing Email...... 66
- Managing Web Counselling...... 67
Personal Disclosure...... 68
Suicide Clients...... 69
Threats...... 70
Clinical Supervision...... 71
Shift Supervision and Debriefing...... 72
Group Supervision...... 73
Monitoring and Feedback...... 74
Clinical Supervisors Listening to Counselling Calls in ‘Real Time’...... 75
Call recording - Counsellors...... 76
Call recording - Supervisors...... 77
Tape Storage...... 78
Guidelines for Taking Counselling Notes...... 78
Regular Review and Performance Appraisal...... 79
On Call...... 80
Counsellor Movement Between Parentline and Kids Help Line...... 81
Use of Telephones...... 82
Transfer of Calls...... 83
Length of Calls...... 84
ADMINISTRATIVE AND SHIFT MANAGEMENT
Basic Counselling Room Etiquette...... 85
Night Shift...... 86
Security - Alarm System...... 87
Security - Bomb Threat...... 88
Fire Alert Procedures...... 89
Rostering - Changes and Shift Swapping...... 90
Break Times...... 91
Coming on/off Duty...... 92
Induction...... 93
Conditions of Employment...... 94
Fault Reporting...... 95
Annual Leave...... 96
Personal Leave...... 97-98
Long Service Leave...... 99
Bereavement Leave...... 100
Unpaid Leave...... 101-102
Parental Leave...... 103
Resignation...... 104
Termination of Employment...... 105
Guidelines for Processing Complaints...... 106-107
Flood Alerts...... 108
Jury Duty / Court Appearances...... 109
Visitors to Kids Help Line...... 110
Access to Internet...... 111-112
KHL Counsellor Representatives...... 113
Information Sharing...... 114
Use of Personal Mobile Phones…………………………………………………...115
MISSION STATEMENT
Kids Help Line exists to assist people to develop strategies and skills which enable them to more effectively manage their own lives.
An integral part of this mission is the provision of free, ACCESSIBLE national services which are founded on the principles of empowerment.
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Kids Help Line Policy and Procedures Manual – June 1997 1
ORGANISATIONAL GOALS, VALUES AND OPERATIONAL PRINCIPLES
ORGANISATIONAL GOALS
- To maintain free, confidential counselling services for all 5 to 18 year olds in Australia which meet the highest standards of professional practice and management.
- To collect, analyse and disseminate non-identifying information which contributes to research and reflects the issues and problems of Kids Help Line clients.
- To advocate on behalf of Kids Help Line client where their interests are ignored, minimised or unrepresented.
- To assist young people to have a direct voice on those policies or issues that affect them.
- To utilise existing technological and professional expertise in developing services to other groups in the community.
ORGANISATIONAL VALUES
The two main values that underpin Kids Help Line practice are:
1.Empowerment
2.Child-Centred Practice
Counselling from an empowerment perspective involves:
Assisting clients to develop options for change;
Assisting clients to understand the consequences of particular actions;
Helping the client identify her/his own resources;
Informing the client about resources;
Supporting the client in developing a sense of control in her/his own life;
Working with strengths rather than weaknesses.
Providing a child-centred practice involves:
Listening to and respecting what children have to say;
Focusing on their needs;
Seeing the world from their perspective;
Acknowledging and believing that the child is the primary client;
Seeing the child as an individual person as well as a member of a class or group;
Respecting the child.
OPERATIONAL PRINCIPLES
- All calls are treated with respect.
- Clients are free to choose the gender of the counsellor to whom they speak.
- Clients are able to access the same counsellor if they wish to call back.
- Clients are encouraged to give feedback about Kids Help Line and the service they receive.
- Confidentiality and anonymity.
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Kids Help Line Policy and Procedures Manual – June 1997 1
ORGANISATIONAL
EQUAL EMPLOYMENT OPPORTUNITY
Policy Statement:
KHL is committed to equal employment opportunity (EEO). In the broader legislative context, EEO legislation is aimed at eliminating discrimination in employment, whereby merit and equity rather than irrelevant criteria will form the basis of all decisions that affect staff. EEO also aims to remove all forms of harassment from the workplace, as well as ensuring equal opportunity for women through the affirmative action programme.
What is discrimination?
Discrimination is any practice which disadvantages a person or group on irrelevant criteria which are not related to job performance and the ability to develop in the workplace. Irrelevant criteria includes sex, race, age, marital status, intellectual or physical disability, pregnancy, sexual preference, trade union activity, religion, medical records and political beliefs.
What is harassment?
KHL seeks to provide a working environment that is safe for all employees and supports a diverse group of people in an environment responsive to change and seeking to maintain best practice principles. KHL recognises the right of all staff to work in an environment free from sexual and other harassment, which are forms of discriminatory behaviour. Other forms of harassment may be based on race, disability, age, marital status, sexuality, HIV (AIDS). Harassment of staff and clients by any employee at KHL is unacceptable and contrary to the policies of KHL. Similarly, the victimisation of a person who lodges a grievance involving sexual harassment is unacceptable.
Sexual Harassment
Sexual harassment is any form of offensive sexual attention that is uninvited and unwelcome and might be reasonably be perceived as unwelcome and offensive. It includes the following:
- inappropriate remarks with sexual connotations
- sexual jokes
- the display of offensive material
- leering, patting, pinching, touching
- offensive hand and body gestures and inappropriate posturing
- gender-based bullying or intimidation
- comments and questions about another person’s sexuality or sexual conduct
- persistent unwelcome invitations, or requests for sexual favours
- offensive written, telephone or electronic mail or other computer system communications
- sexual assault
The conduct is to be of a serious nature, or is persistent, to the extent that it has a detrimental effect on the conditions of an individual’s employment, job performance or opportunities.
To provide equal employment opportunity KHL undertakes to:
- promote and support equal employment opportunity in all its activities;
- eliminate discrimination on the grounds of
- race, colour, nationality or ethnic origin,
- sex or gender, sexual preference, marital or parental status, or pregnancy
- religious or political belief or activity, or industrial activity
- age
- disability;
- create an environment characterised by respect where staff are able to work free from discrimination or harassment;
- ensure the application of the merit principle in recruitment, selection and promotion;
- provide equitable career development activities for all staff; ensure equitable access to decision-making and resources;
- ensure effective consultation with counsellor representatives in the development and implementation of equal employment opportunity;
- ensure the accountability of supervisors in the implementation of KHL’s equal employment opportunity policies.
Procedure:
Procedures to resolve discrimination, sexual and other harassment
KHL staff who wish to seek help with a problem of discrimination or harassment should contact the Equal Employment Opportunity Officer for advice, counsel and support. Complaints about harassment or discrimination will be treated seriously, confidentially and sympathetically.
The EEO Officer will:
- help clarify whether the offensive behaviour does constitute harassment or discrimination;
- explain the grievance procedure and be available to support the claimant in the grievance process;
- advise on the claimant’s rights to take the matter to an external body.
An inquiry or complaint should be made as soon as possible after an incident. Complaints will be treated confidentially and will be investigated impartially. Complainants and witnesses to any sexual or other harassment or discrimination should not be subjected to reprisal.
Where a complaint has been taken to management, both parties will be advised of a management decision at the earliest time with explanation of how the decision was reached. Action will be taken to ensure that any discrimination, sexual or other harassment will not continue.
Any KHL employee who does not wish to use these procedures or is dissatisfied with the procedures may contact their union or make a formal complaints directly to the Queensland Anti-discrimination Commission or to the Commonwealth Human Rights and Equal Opportunity Commission and complaints should normally be made within twelve months of the last incident.
ORGANISATIONAL
WORKPLACE HEALTH AND SAFETY
Policy Statement:
Kids Help Line will provide all management, staff and visitors with a safe and healthy environment in which to work and visit. All management and staff must be fully committed to Kids Help Line's policy of accident prevention, risk assessment and the implementation of our safety plan.
It is the responsibility of ALL employees to ensure a safe and healthy workplace.
Procedure:
The General Manager will ensure that the organisational safety policy is implemented and that the following responsibilities are met:
- regularly conducting a full safety audit;
- ensuring organisational safety policies and procedures are implemented;
- ensuring Workplace Health and Safety training for all employees is provided, as needed.
Shift Supervisors will be held accountable for the implementation of the organisation's safety policy. Shift Supervisors will ensure counsellors maintain this policy within the counselling area. Any issues may be reviewed in weekly meetings with the Workplace Health and Safety Officer.
All Kids Help Line employees should cooperate and work collectively with a 'team spirit' to ensure the success of the safety policy and plan.
ORGANISATIONAL
PROTOCOLS
Policy Statement:
Kids Help Line will maintain protocols with key agencies that counsellors may interact with on a regular basis. The purpose of the protocol is to ensure the process for contact between the agencies is clear and can be effectively and efficiently managed in emergency situations or in situations where young people choose to access other agencies.
Protocols may be with government and non-government agencies.
Kids Help Line considers that its counsellors are bound in principle by the statutory child protection regulations in each state. Given that Kids Help Line offers a confidential service, it is important that conflicts between statutory obligation and confidentiality are resolved by evaluation of individual cases of Duty of Care involving the counsellor taking the call, the Shift Supervisor, the Director of Counselling Services or General Manager.
Procedure:
Kids Help Line counsellors should ensure they are aware of the existence of current protocol documents and should refer to the document prior to contact with an agency with which we maintain a protocol.
Counsellors should consult with the Shift Supervisor prior to contact with an agency.
Counsellors may contact the agency with a view to a three-way telephone link or to discuss a case-related matter without identifying the client.
Protocols are currently established with a number of agencies. A current list is maintained and held in the Shift Supervisor’s office. Please note that protocols are with the particular service and not necessarily all offices of a government department e.g. Kids Help Line has a protocol with Crisis Care in Queensland (24 hours after hours service) but not with individual area offices.
ORGANISATIONAL
ACCOUNTABILITY
Policy Statement:
Kids Help Line counsellors are required to comply with the procedures and practices recorded in this document. It has been written to ensure a high standard of professional practice and organisational fit. The principles and values of the organisation are clearly defined and should influence the behaviour of all employees.
Kids Help Line job descriptions clearly outline the role to be undertaken by employees and their line management responsibilities.
Procedure:
Counsellors
Counsellors are required to be aware of the policy and procedures document and the Professional Development Manual and apply the guidelines in their day to day practice. Supervision is the process that promotes counsellors' ongoing development and capacity to comply with organisational constraints. Counsellors are encouraged to access supervision for support, to clarify administrative/organisational issues and for professional development.
Supervisors
Supervisors are required to explain and promote understanding of policy and procedures and to address issues with counsellors in a timely and appropriate manner.
* See also: Professional Development Manual
ORGANISATIONAL
MEDIA AND PUBLIC COMMENT
Policy Statement:
Whilst publicity will be an aspect of organisational operation, Kids Help Line considers that counsellors should be free to focus on the primary business of providing a high quality counselling service to clients. Notice to counsellors about media releases and any other publicity events will at various times be given on the billboard to keep staff informed about events which may impact directly on service delivery. Counsellors should redirect requests for media or public comment which may be received on the 1800 counselling line as per the procedure.
Procedure:
Counsellors are requested to redirect calls from media personnel to the administration number noting specific details, if possible, that is:
- name and contact number of client
- relevant media organisation (newspaper/radio station etc.) e.g. ABC Perth, 4KQ, 3AA
- nature of request, i.e. whether their call is in response to a specific media release or seeking general comment only
- any deadlines for KHL to respond
Counsellors should give the administration contact number and/or contact details for the relevant State Manager. Do not give State Managers’ home phone numbers.
Shift Supervisors should be advised of the outcome of calls with media personnel.
Requests for reports about KHL client data should be referred to the RAP team on the administration number.
When television media attend KHL to film, counsellors can expect to be asked for their permission to be filmed and briefed on their role. It is OK to say NO. At no time should counsellors be filmed handling a 'live' call. Television stations will be asked to identify that any 'calls' filmed are simulated calls. Clients can be assured that KHL has a clear, strict policy to preserve clients’ anonymity.
ORGANISATIONAL
GRIEVANCE PROCEDURES
Policy Statement:
Kids Help Line supports principles of social justice, i.e. access, equity, participation
and accountability.
KHL seeks to provide a working environment that is safe for all employees and supports a diverse group of people in an environment responsive to change and seeking to maintain best practice principles.
The grievance procedure is aimed at promoting the prompt resolution of a grievance by consultation, co-operation and discussion. It depends on the willingness of parties to achieve reasonable outcomes.
- Where employees of Kids Help Line feel aggrieved by decisions outside the ambit of the conditions of employment (e.g. decisions about extension of probation, workplace incidents, unfair implementation of policy and procedures, disputes with other staff), they are able to lodge a grievance and can expect the matter to be addressed within a reasonable time period.
- The lodging of a grievance is a valid step to take, as is the freedom to choose to participate in a resolution process.
The exception to this is when a grievance is lodged involving a person with line management responsibility. The person with line management responsibility shall be required to meet with the person lodging a grievance to seek resolution of the grievance.
- There may be no reprisal by either party or others to any decision to lodge a grievance or not be part of a resolution process.
- Generally, counsellors with a grievance, or their nominated representative, are responsible for making their views known to counsellor representatives or any member of the Management Team within one month of the issue arising.
- A nominated representative may only represent the views and interests of the person aggrieved in any resolution discussions.
- Initially the dispute may be addressed informally (not in writing) but, if unresolved following the meeting of parties to the dispute, the issues in dispute should be documented by the aggrieved party. Documentation should include a statement of desired outcomes from the process of dispute resolution.
- It is the responsibility of the aggrieved party or their representative to initiate further action at each stage of the process. This should be done by clearly outlining the issues in dispute and explaining the attempts to resolve the issues and matters remaining unresolved. This information should be provided in writing to the person identified as responsible for the next stage of the grievance process, requesting a further attempt to resolve outstanding issues and including a clear statement of desired outcomes.
- Parties to any meeting to resolve a grievance have the right and responsibility to make clear the process and outcomes of the meeting e.g. time frame, next steps, whether the outcome should be documented, decisions about storage or disposal of documentation, parameters of confidentiality, who needs to know about any agreement reached etc.
- Parties to the dispute may agree to any course of action (within the parameters of the policy and procedures of KHL) that satisfies both parties e.g. an explanation, apology, agreement to action.
- Where the grievance is related to a peer dispute, the process needs to be flexible to allow for circumstances where either party chooses not to participate. There may be situations that require intervention by management in the interests of all counsellors.
- Any grievance about the implementation of the grievance process should be referred to the General Manager.
- A copy of the grievance process is available to all counsellors on request and shall be given to each new counsellor as part of the induction process.
Procedure: