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What are the best ways to address performance issues with your Peer Support team?

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As a Peer Support worker, you know how important it is to provide empathic, non-judgmental, and recovery-oriented support to your peers. But what happens when you or your team members face performance issues that affect your quality of service, morale, or well-being? How can you address them effectively and constructively, without compromising your peer values and principles? In this article, we will explore some of the best ways to deal with performance issues in your Peer Support team, based on the following aspects:

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Dr. Dee Gray

Case Manager at Professional Support Unit. Medical Directorate. NHS Wales.

1 Identify the issue

The first step to address any performance issue is to identify it clearly and objectively. What is the specific behavior, skill, or attitude that is causing the problem? How does it impact your peers, your team, and your organization? How often and how severe is it? Is it related to any personal, professional, or environmental factors? You can use tools such as feedback forms, self-assessments, or performance reviews to gather data and evidence about the issue.

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Dr. Dee Gray

Case Manager at Professional Support Unit. Medical Directorate. NHS Wales.
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The best way forward is to have an honest conversation with your peer. Gathering evidence can be viewed as underhand and cause resentment.

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2 Communicate the issue

The next step is to communicate the issue with the person or persons involved, in a respectful, honest, and supportive way. You can use the Peer Support Code of Ethics and Standards of Practice as a guide to frame the conversation and set the expectations. You should also acknowledge the strengths and contributions of the person or persons, and express your confidence in their ability to improve. You should avoid blaming, criticizing, or shaming, and instead focus on the facts, the goals, and the solutions.

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Dr. Dee Gray

Case Manager at Professional Support Unit. Medical Directorate. NHS Wales.
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These can be emotionally charged situations, it's ok to be emotional and express feelings, but ensure the space is respectful and those present take responsibility for actions.

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3 Collaborate on the solution

The third step is to collaborate with the person or persons on finding and implementing a solution that works for them and for the team. You should involve them in the decision-making process and respect their autonomy and preferences. You should also provide them with the resources, training, coaching, or mentoring they need to address the issue and enhance their skills. You should set realistic and measurable objectives and timelines, and monitor and document the progress and outcomes.

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Dr. Dee Gray

Case Manager at Professional Support Unit. Medical Directorate. NHS Wales.
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Be prepared for things to backslide, change requires continued effort from everyone. Be kind, to yourself as well as your colleagues.

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4 Support the person

The fourth step is to support the person or persons throughout the process, and beyond. You should offer them regular feedback, recognition, and encouragement, and celebrate their achievements and improvements. You should also check in with them about their emotional and mental health, and provide them with peer support, referrals, or accommodations if needed. You should also be open to receiving feedback from them, and to adjusting the solution if necessary.

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5 Address the team

The fifth step is to address the issue with the rest of the team, if appropriate and relevant. You should inform them about the issue and the solution, and ask for their cooperation and support. You should also encourage a culture of trust, communication, and collaboration within the team, and foster a positive and constructive feedback loop. You should also recognize and appreciate the team's efforts and achievements, and promote their well-being and satisfaction.

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6 Learn from the issue

The sixth and final step is to learn from the issue and use it as an opportunity for growth and development. You should reflect on what worked and what didn't, and what you can do better next time. You should also share your learnings and insights with your team and your organization, and contribute to the improvement of the Peer Support practice and standards. You should also acknowledge and appreciate your own and your team's resilience and commitment to Peer Support.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the best ways to address performance issues with your Peer Support team?

1

2

3

4

5

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1 Identify the issue

2 Communicate the issue

3 Collaborate on the solution

4 Support the person

5 Address the team

6 Learn from the issue

7 Here’s what else to consider

Peer Support

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What are the best ways to address performance issues with your Peer Support team?

1

2

3

4

5

6

7

1 Identify the issue

2 Communicate the issue

3 Collaborate on the solution

4 Support the person

5 Address the team

6 Learn from the issue

7 Here’s what else to consider

Peer Support

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