Unit 6 - Objectives

2. Unit 6 - Objectives • Clarify the roles and responsibilities of the HRSP and other involved personnel when dealing with incident concern/problem resolution. • Identify types of concerns/problems that may arise on an incident. • Determine when problem incidents must be referred, whom to refer them to, and what documentation is required to support any performance and/or conduct situations.

3. Objectives Continued… • Discuss how to advise and assist supervisors and managers when it is determined to be appropriate to assist in problem situations. • Describe problem resolution assistance tools available to the HRSP.

4. HRSP Role in Problem Resolution • Minor Problem Resolution • Major Problem Resolution

5. Minor Issues That May Occur • Miscommunications • Lack of communication • Personality conflicts • Unknown expectations • Unrealistic expectations • Extreme fatigue • Stress • Homesick people

6. Minor Issues Continued… • Minor family emergencies • Arise on a regular basis • Vary from family members • The information may be delivered by: • Phone • Message • Bringing the person to camp • Contractor employment concerns • Demobilization • Security • Use of offensive language • Pay/other benefits

7. Major Issues and Referral Contacts • Alleged discrimination • Sexual Harassment • Hazing • EEO Complaints • Misconduct • Violent Behavior • Alcohol/Illegal or Drug Use

8. Problem Resolution Assistance Tools • Basic fact-finding • Open-ended questions • Clarifying statements • What to do with information gathered

9. Facilitating the Problem Solving Process • Ground Rules • Actively participate • Show mutual respect • Allow the speaker to talk without interruption • Put energy and attention into understanding fully what the other person is saying • Share all relevant information • Ask questions if further clarification is needed • Stay focused on the issue at hand

10. Continued… • Problem Solving Process • Identify the problem • Generate resolution alternatives • Establish objective criteria • Decide on a solution that best fits the criteria • Proceed with the solution • Evaluate the solution

11. Additional Things to Remember • Let participants talk and listen • Stay in the present and future, not in the past. • Stick to the topic at hand • Help participants to avoid put-downs or cross-complaining

12. Additional Things to Remember, Continued… • Look for and capitalize on areas of agreement • Take a break if discussion escalates • Give opportunity to restate until there is a common understanding • Don’t give mixed messages and create an atmosphere of distrust

13. Incident Within An Incident • Personal traumatic injury • Family member severe illness or death • Aviation accident • Shelter deployment • Motor vehicle accident • Disaster recovery work

14. HRSP Role CISM • Liaison with the IC and Agency Administrator in requesting a CISM resources • Coordinates all CISM needs for the incident

15. Unit 6 - Objectives • Clarify the roles and responsibilities of the HRSP and other involved personnel when dealing with incident concern/problem resolution. • Identify types of concerns/problems that may arise on an incident. • Determine when problem incidents must be referred, whom to refer them to, and what documentation is required to support any performance and/or conduct situations.

16. Objectives Continued… • Discuss how to advise and assist supervisors and managers when it is determined to be appropriate to assist in problem situations. • Describe problem resolution assistance tools available to the HRSP.