Implementing RISE Module 4: Roll Out RISE

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Disclaimer Jingle Caring for the Caregiver Peer Support for Caregivers in Distress: Specifically prepared for Siemens Healthineers © The Johns Hopkins University, The Johns Hopkins Hospital, and Johns Hopkins Health System Implementing RISE Module 4: Roll Out RISE ? Implementing RISE: Module 4 Welcome to module 4! In this module we roll out the RISE program and begin taking calls. For assistance navigating through the course, select the question mark at the bottom right of the screen. Helpful information is available to you in the Resources tab at the top right corner of your screen, including the RISE leadership toolkit. It’s highly recommended to have this toolkit nearby while taking this online training. At the end of this module you will have the opportunity to print all typed responses from the course. We strongly recommend you share these responses with your RISE implementation group as a way to facilitate discussion as you plan your RISE program launch. ? RISE Implementation Roadmap Sustain Peer Responders and Measure Success Module 5 Rollout RISE Module 4 Develop Your RISE Peer Responder Team Module 3 Design the Plan Module 2 Define the Problem Module 1 Implementation Roadmap We are nearing the end of the RISE implementation roadmap. We have completed modules 1 through 3 which established the foundation for your program. In this module we discuss rolling out RISE and finally, in module 5 we will outline how to sustain the Peer Responders and Measure Success of your program. Select each marker along the map to view the steps of the program. ? Implementing RISE: Module 4 Roll Out RISE 5 Define effective marketing strategies 4 Explain importance of adaptive needs 3 Create ideal workflow for RISE 2 Identify existing platforms that may be used for technical needs 1 Identify technical needs of your program Module 4 launches your program! This requires a technical plan as well as a marketing campaign. With the launch of RISE, your peer responders will begin taking calls. Let's Get Started How will your RISE program work? A technical plan as well as a marketing and campaigning plan are needed to effectively influence potential users. In this module we will review logistical needs to run and manage your peer support program and we will explore ideas around engagement and participation. ? Rollout Introduction Rollout Introduction Video ? Awareness Campaign & Leadership Strategy Awareness & Leadership Video ? Technical Checklist INTERACTION Parameters of meetings What happens after? LOGISTICS Who will be responding? How will they respond? Two areas of focus: This checklist guides decision making Technical Checklist Let’s dive into the technical checklist. This checklist will guide your team through detailed decision making on how your RISE team will function. All of the content discussed on the technical checklist is available for you to download from the resources tab on the top right of your screen. Following completion of this module we encourage you to discuss this checklist with other leaders from your team as a diverse group will offer the most input. The technical checklist can be divided into two areas of focus. The first is establishing the LOGISTICS of your peer responders. Who will be responding and how will they respond. The second portion of the checklist will focus on the INTERACTION of RISE meetings. What are the parameters of interactions and what happens after. ? Technical Checklist: Logistics Develop the parameters of coverage Determine the best contact method Decide who will answer requests for help Clarify how you will respond to requests Technical Checklist: Logistics Let’s begin with discussing the logistics of how your team will respond to calls for help. We have four points of discussion to address as you establish your team’s response to calls. Select and drag the checkmark next to each checklist item to its corresponding check box. Notes: Develop the parameters of coverage. Defining your parameters of coverage is the first task. Ideally, for operations like a hospital, have a 24/7 support program. For non-24/7 operations, consider having after hours availability. It is quite common for staff to seek support when they are off shift in order to eliminate distractions, pressure to get back to work and it can feel more private. After the workday is also when some people start to feel the impact of a stressful event. All of these variables help to determine what technical processes you will need in place. Notes: Determine the best contact method for your institution. Identify a system of contact that is easy and reliable for the responders. Using existing resources like a nurse or admin on-call line, that is already used for other reasons, has proven effective. Having a dedicated phone or pager is another option that allows a direct form of contact. This method has proven effective but does require a physical hand off of the device. Email has proven difficult as it requires staff to constantly check for requests and does not promote a timely response. Notes: Decide who will answer requests for help The key question here is “who will take the call?” The RISE program promises that there will be someone to support them when they are in distress, thus it is vital that the program has a system in place that guarantees a response. There are many ways to determine who will answer calls. One option is for a team leader or small team to receive all the requests and then triage to individual peer responders for the encounter. This may not be the most sustainable approach, but it assures consistency. Another option is to have set schedule of when individual team members are on call, perhaps for a week or a month at a time, and another member provides backup support. The responder on call is the point of initial contact and the peer responder. This method provides continuity for the person receiving support. Notes: Clarify how you will respond to requests for help. Your program needs to clarify how you will respond to requests for help as everyone has different needs. Offering a menu of options such as phone, virtual or in person meetings gives the caller some sense of agency over the interaction. The goal is to meet each person where they are and let them determine the best method of interaction. Responding to Requests Will every interaction be in person? Will every interaction be on the phone? Will you use different methods? Select X to return to the course. Answering Requests for Help Rotating schedule: Responder takes calls and provides support Team leader/small team takes call: Triage to responder WHO WILL TAKE THE CALL? Select X to return to the course. Contact Method Email Dedicated device Pager or cell phone What is already in place? Nurse line Admin line Select X to return to the course. Parameters of Coverage What will be the respond duration? Within 24 hours? Within 1 hour? Everyday or only work days? Hours of coverage? 24/7 or only during normal business hours? Select X to return to the course. ? Technical Checklist: Interaction Determine parameters of interactions Will post-call follow up will be provided? Establish method for debriefings Identify what records will be kept Technical Checklist: Interaction Now, we will evaluate the checklist for RISE interactions. There are four areas of discussion to focus on when defining peer responder interactions. Select and drag the checkmark next to each checklist item to its corresponding check box. Notes: Parameters of interaction Most likely, your peer responders are not mental health professionals. Therefore, it is important the interaction adheres to the concept of psychological first aid and emotional support. There are three primary goals of the interaction. First, is to show up when someone requests help, second, is to listen empathically without judgment, and third, work with the person to determine the best next step. Your responders may also learn specific techniques in peer responder training but these are the primary parameters of interaction. It is strongly recommended that in person meetings should be on campus. This is a protective measure for the responder and allows access to other resources as needed. Avoid offering to meet in public space or at someone’s house. Notes: Post Call Follow Up It’s important to determine your follow up procedures before program launch. There are pros and cons to following up. The positive of post call follow up is that it can provide closure for the responder and enhances the feeling of importance for the person being supported. If you choose to offer follow-up, the responder needs to ask permission at the end of the initial interaction. The primary con is that it might become a larger time commitment than volunteer peer responders can support. The program is not striving to establish ongoing therapeutic relationships. Notes: Records: Each program needs to determine the type of records that are most important to maintain. This may include basic details of the interaction; such as meeting date, time and duration. Also, consider utilization data or self-evaluation metrics that might add value to the encounter from the peer responders perspective. Notes: Post Call Debriefings Video Post Call Debriefings Select X to return to the course. Records Basic interaction details Date/time Utilization data Self-evaluation metrics Records to consider: Select X to return to the course. Post Call Follow-up Negatives: Time commitment Outside program scope Positives: Provides closure for responder Feeling of importance for caller Select X to return to the course. Parameters of Interactions *Meetings should be at place of business Determine next step Listen empathically Show up Focus of interactions: Select X to return to the course. ? Adaptive Needs Adaptive Needs A program like RISE may be a foreign concept for many at your organization. Thus it is essential to decide how you are going to impact the discussion about the program. Imagine implementing RISE is like placing a rock in the middle of the stream. There will be disruption of the water flow; which is equivalent to disruption of the work flow and work culture. What will need to be adjusted? We have discussed culture previously. What are some of the policies reinforcing management’s support for emotional needs of employees? How can you shift the culture at your organization and facilitate adaptation to RISE? ? Adaptive Needs Adaptive Work Video Example: Encourage discussion at team meetings Type your responses into the text box. How can you improve acceptance of RISE at your organization? Reflection: Adaptive Needs Note: This activity is required for course completion. Reflection: Adaptive Needs Please take a moment for reflection on adaptive needs. What can you do to enhance the initial response to RISE at your organization and positively impact culture? Perhaps encourage discussions at team meetings? Type your ideas into the text box. There will be an opportunity to print all typed responses throughout the course at the end of the module. Please share your responses with your implementation team. Thank You Select Print at the end of this course to print a copy of your responses. Share your ideas with your team. ? Marketing to Frontline Staff Select the tab arrows for marketing ideas Poster Screen Saver Email and Print Tab Title 4 Tab Title 5 Marketing to Frontline Staff Marketing is an important element of rollout. Use a variety of avenues to spread the word to frontline staff as they are the primary target of your marketing campaign. Frontline staff can't utilize your program if they don’t know about it. Successful ideas include posters, table props and kick-off parties for launch day. Select the tab arrows for ideas on marketing collateral. Notes: Poster Posters have proven to be very successful as they quickly share needed information. Here you see an example of a poster template that is available for your use in the Resources tab of this course. Notes: Screen saver Screen savers have shown to be highly effective at reaching the frontline staff. This is a template of a screen saver used at Johns Hopkins. Our call volume doubled after adding this marketing strategy. Notes: Email and Print Email and print ads are an inexpensive way to advertise your program. On flyers, it is important to include why someone would call RISE, what to expect, hours of availability and contact information. Email and Print If you, an employee, peer, or team member need support Call us: (123) 456-7890 for immediate support. RISE Resilience In Stressful Events RISE is a free, confidential peer support program available to you 24/7. The RISE team includes your trained peers volunteering to provide support after a stressful, patient-related event. Patient-related event: any situation that causes you emotional or psychological stress involving a patient. Select X to return to the course. Image provided by Johns Hopkins Medicine Screen Saver Select X to return to the course. For free, confidential, peer-led individual or group support. Available to you 24/7. Call us: (123) 456-7890 RISE Resilience In Stressful Events When caring for others affects you… Image provided by Johns Hopkins Medicine Poster Select X to return to the course. Image provided by Johns Hopkins Medicine ? Rollout and Sustain Program awareness will improve cultural acceptance Identify barriers early to facilitate marketing plan Adaptive + Technical Preparation Rollout and Sustain Now that we've discussed the RISE rollout, it should be clear that RISE requires both adaptive and technical preparation to be successful. Identifying some of the barriers early will help highlight the adaptive and technical work that must be addressed before rollout. Marketing the program mission is crucial to program awareness and future use. As program awareness increases there will be a positive impact on organizational culture. ? Rollout and Sustain Roll Out & Sustain Define effective marketing strategies Identify technical needs of your program Create ideal workflow for RISE Explain importance of adaptive needs Identify existing platforms that maybe used for technical needs ? Course Review Congratulations. You have completed the Implementing RISE: Module 4 course. Select the numbered buttons below to review the material before proceeding to the final assessment. 1 1 1 3 3 3 2 2 2 4 4 4 5 5 5 Course Review Congratulations! You have completed module 4. Throughout this course we have covered the five primary objectives associated with rolling out your new RISE program. Select each of the numbered buttons on your screen to review each objective before proceeding to the final assessment. Notes: Technical Needs: The technical checklist is an essential tool to work through with your implementation team. The checklist addresses the logistics of how your program will run and the parameters of responder interactions. Notes: Platforms: When establishing the logistics of your program, assess what platforms already exist at your organization. Perhaps there is an established nursing call line that can be used as the primary contact. Working within established systems will facilitate an easy rollout. Notes: Workflow: The provided checklist will also help you establish the ideal workflow for your team. Clearly outline who will be taking the initial calls and how will responders be assigned. Have a clear schedule established and always have a backup for each role in place. Once your program is live, it's essential that calls are answered and responders available for those in need. Notes: Adaptive Needs: Introducing a new program may disrupt the culture or workflow at your organization. Work with your implementation team early to identify potential areas of resistance and target those with marketing and education. With time and understanding of the service the workplace will adapt. Notes: Marketing: Clear and effective marketing is key to rollout! Identify what resources will work best at your facility to introduce RISE. Typically, email blasts, posters and screen savers convey the information quickly and easily. Focus on quick & effective collateral: Email blast Poster Screen Saver Define Effective Marketing Strategies Clear marketing needs to reach the frontline staff! Select X to return to the course. Explain Importance of Adaptive Needs Identify cultural & workflow barriers early Facilitate adaptation of change with education & marketing Select X to return to the course. Identify Existing Platforms Nurse Response Line: RISE Select X to return to the course. Rotating responders takes call & provides support Team leader takes call triage to responder Set hours of operation Create an Ideal Workflow Select X to return to the course. Develop the parameters of coverage Determine the best contact method Decide who will answer requests for help Clarify how you will respond to requests Identify Technical Needs Select X to return to the course. Assessment This assessment will test your retention of the presented content. A passing score of 80% or higher is required to complete the course and earn your certificate . Assessment questions must be answered completely to receive full credit. Partial credit will not be given for assessment questions that require multiple answers. You may repeat the assessment as many times as needed. Start ? Assessment No Audio Select three (3) answers. Question 1 of 5 Which of the following are key technical needs to define before program launch? Set hours of operation Identify program contact method Set a meeting location Determine who will respond to requests ? Multiple Answer No Audio Incorrect One or more of the selections is incorrect. Correct Select the best answer to complete the statement. emotional support contentment invalidation Question 2 of 5 Post intervention debriefing provides ________ to the peer responder. stress ? Fill in Blank Incorrect Invalidation is a feeling of rejection. Incorrect Contentment is a feeling of satisfaction. Incorrect Stress is an emotional strain. Correct Select the best answer. Workflow disruption Workforce Diversity Time Question 3 of 5 What is the most common adaptive need to consider with RISE roll out? Accessibility ? Multiple Choice Incorrect Time covers the past, present and future. Incorrect Diversity enhances cultural acceptance. Incorrect Incorrect Accessibility supports those with unique needs. Select three (3) answers. Question 4 of 5 What features are essential to include on marketing materials? Contact information Confidentiality Reason to call Name of responders ? Multiple Answer No Audio Incorrect One or more of the selections is incorrect. Correct Select the best answer to complete the statement. Frontline staff Patients Customers Question 5 of 5 ________ should be the primary target of RISE marketing materials. Leadership ? Fill in Blank Incorrect Customers support the business. Incorrect Patient’s are important. Incorrect Leadership can support the RISE program. Correct YOUR SCORE: PASSING SCORE: Review Review Review Retry Retry Retry Continue Continue %Quiz2.ScorePercent%% %Quiz2.PassPercent%% Assessment Results Select Print to print a copy of all of your typed answers throughout this course. Exiting the course will not save your responses. Select Continue to complete the course. Print Assessment Results Please select Print on your screen to print a copy of all typed answers throughout this module. Typed responses are not saved after exiting the course. After passing the assessment, select Continue to complete the module and access your certificate of completion. You did not pass the course. Take time to Review the assessment then select Retry to continue. Congratulations! You passed the course. Exit To access your Certificate of Completion, select the Certificates tab from the learning activity overview page. You can also access the certificate from your PEPconnect transcript. ? You have completed the Implementing RISE: Module 4 Online Training Completion No Audio Navigation Help Select the icon above to open the table of contents. Click Next to continue. Next Welcome Slide The timeline displays the slide progression. Slide the orange bar backwards to rewind the timeline. Click Next to continue. Next Tmeline Select the CC icon to display closed captioning (subtitles). Click Next to continue. Next Caption Icon Select the buttons to learn more about a topic. Be sure to review all topics before navigating to the next slide. Click Next to continue. Next Tab Arrow Slide Select the X to close the pop-up. Click Next to continue. Next Layer Slide Some images may have a magnifier icon. Select the image to see an enlarged view. Select it again to return to the normal view. Click Next to continue. Next Zoom Slide Some images have a magnifier icon in the bottom-left corner. Select these image to see an enlarged view of the image. Select the image again to return to the normal view. Select Submit to record your response. Click the X in the upper right corner to exit the navigation help. Assessment Slide Question Bank 1 HOOD05162003355572 | Effective Date: 21 May 2023 Implementing RISE Leadership Toolkit 1.2 Welcome to Module 4 1.3 Implementation Roadmap 1.4 Module 4 Objectives 1.5 Rollout Introduction 1.7 Technical Checklist 1.10 Adaptive Needs 1.12 Reflection: Adaptive Needs 1.13 Marketing to Frontline Staff 1.14 Rollout and Sustain 1.16 Course Review 1.17 Assessment