Evidence-Based Practices KIT (Knowledge Informing Transformation): Training in Consumer-Operated Services: Consumer-Operated Services

2011·1.9 MB·English

by  Blyler, Crystal, Fischer, Pamela

Training
Consumer-
Operated
in Consumer-Operated
Services
Services

Training
Consumer-
Operated
in Consumer-Operated
Services
Services
U.S. Department of Health and Human Services
Substance Abuse and Mental Health Services Administration
Acknowledgments
This document was prepared for the Substance Abuse and Mental Health Services Administration
(SAMHSA) by Abt Associates, Inc., and Advocates for Human Potential, Inc., under contract
number 280-2003-00029 and Westat under contract number 270-03-6005, with SAMHSA,
U.S. Department of Health and Human Services (HHS). Pamela Fischer, Ph.D., served as the
Government Project Officer.
Disclaimer
The views, opinions, and content of this publication are those of the authors and contributors
and do not necessarily reflect the views, opinions, or policies of the Center for Mental Health
Services (CMHS), SAMHSA, or HHS.
Public Domain Notice
All material appearing in this document is in the public domain and may be reproduced
or copied without permission from SAMHSA. Citation of the source is appreciated. However,
this publication may not be reproduced or distributed for a fee without the specific, written
authorization from the Office of Communications, SAMHSA, HHS.
Electronic Access and Copies of Publication
This publication may be downloaded or ordered at http://store.samhsa.gov. Or, please
call SAMHSA’s Health Information Network at 1-877-SAMHSA-7 (1-877-726-4727) (English
and Español).
Recommended Citation
Substance Abuse and Mental Health Services Administration. Training in Consumer-Operated
Services. HHS Pub. No. SMA-11-4633, Rockville, MD: Center for Mental Health Services,
Substance Abuse and Mental Health Services Administration, U.S. Department of Health and
Human Services, 2011.
Originating Office

Center for Mental Health Services
Substance Abuse and Mental Health Services Administration
1 Choke Cherry Road
Rockville, MD 20857

HHS Publication No. SMA-11-4633
Printed 2011
Training in Consumer-Operated Services
This booklet is a resource for training staff and volunteers
of Consumer-Operated Services which are administratively
Consumer-
controlled by mental health consumers and operate according
to self-help principles. Whether you are a leader, manager, Operated
worker, or volunteer, we hope you use this booklet as both a
training manual for group sessions and a basic desk reference. Services
This booklet addresses the following topics:
 Belief systems;
 Environment (both physical and emotional);
 Peer support;
 Education;
 Leadership; and
 Advocacy.
For references, see the booklet, The Evidence.
This KIT is part of a series of Evidence-Based Practices KITs created
by the Center for Mental Health Services, Substance Abuse and
Mental Health Services Administration, U.S. Department of Health
and Human Services.
This booklet is part of the Consumer-Operated Services KIT, which
includes seven booklets:
How to Use the Evidence-Based Practices KITs
Getting Started with Evidence-Based Practices
Building Your Program
Training Frontline Staff
Evaluating Your Program
The Evidence
Using Multimedia to Introduce Consumer-Operated Services
What’s in Training in
Consumer-Operated Services
How Program Leaders Should Use This Booklet ............A
Module 1: Belief Systems .........................................1
Training Unit: Understanding Belief Systems .........................2
Training Unit: Instilling Hope of Recovery .............................6
Training Unit: Connecting Peers ..........................................10
Training Unit: Empowering Ourselves .................................14
Group Discussion: Power Dynamics .....................................18
Module 2: Environment ...........................................1
Training Unit: Defining Environment ....................................2
Consumer-
Training Unit: Our Physical Space .........................................4
Training Unit: The Emotional Environment ............................9 Operated
Group Exercise: Physical Environment .................................16
Services
Group Exercise: Developing Our Physical Space
and Emotional Environment ...........................................16
Group Discussion: Clinical Thinking ....................................17
Group Discussion: Judging Others ......................................18
Group Exercise: Reasonable or
Unreasonable Accommodations? ...................................19
Group Exercise: Reasonable or Unreasonable
Accommodations? (Facilitator Version) .............................20
Module 3: Peer Support ...........................................1
Training Unit: Understanding Peer Support ...........................2
Training Unit: Informal Peer Support ....................................5
Training Unit: Formal (Group) Peer Support ...........................9
Training Unit: Expressing Our Experiences ...........................14
Training Unit: Consciousness Raising ...................................16
Training Unit: Crisis Prevention ...........................................20
Group Exercise: Personal Connections .................................25
Group Exercise: Communication Styles ................................26
Group Exercise: Communication Styles (Facilitator Version) ...27
Group Exercise: Communication Styles (Facilitator Version) ...28
Group Exercise: Communicating .........................................29
Group Exercise: What Makes Peer Support Groups Different? ...30
Discussion Questions: What Makes Peer Support
Groups Different? ...........................................................31
Individual Exercise: Telling Our Stories ................................32
Group Exercise: Unpopular Rules ........................................33
Group Exercise: Consciousness-Raising ................................33
Individual Exercise: Dealing with Uncomfortable Situations ..34
Individual Exercise: Dealing with Uncomfortable Situations
(Facilitator Version) .........................................................35
Module 4: Education ...............................................1
Training Unit: Introduction to Education ...............................2
Training Unit: Choosing and Implementing Education Options ..5
Training Unit: Core Topics ....................................................7
Group Exercise: Is Our Consumer-Operated Service
a “Learning Organization?” .............................................13
Group Exercise: Is Our Consumer-Operated Service
a “Learning Organization?” (continued) ............................14
Group Exercise: Activity Brainstorming ................................15
Group Exercise: Listening to Participants .............................16
Group Exercise: Listening to Participants (Facilitator Version) ....17
Module 5: Leadership ..............................................1
Training Unit: Defining Leadership .......................................2
Training Unit: Qualities of Effective Leaders ...........................8
Training Unit: Responsibilities and Functions of Leaders .......12
Group Exercise: Cliques .....................................................20
Group Exercise: Direction Setting ........................................20
Individual Exercise: Supporting Leadership .........................21
Individual Exercise: Leadership Qualities .............................22
Group Exercise: Prioritizing Tasks ........................................23
Group Exercise: Giving Guidance ........................................24
Group Discussion: Blame and Appreciation .........................25
Group Exercise: Effective Supervision ..................................26
Module 6: Advocacy................................................1
Training Unit: Defining Advocacy .........................................2
Training Unit: Self-Advocacy ................................................5
Training Unit: Peer Advocacy ...............................................8
Training Unit: Systems Advocacy ........................................10
Group Exercise: George’s Story—Analyzing the Problem ......12
Group Exercise: George’s Story: Action Planning ..................13
Group Exercise: George’s Story: Presenting Your Case ...........15
Group Exercise: George’s Story: Following Up ......................16
Group Exercise: George’s Story: Peer Advocacy ....................17
Group Exercise: Systems Advocacy ......................................19
Training in
Consumer-Operated Services
How Program Leaders Should Use This Booklet
This booklet is a resource to help program for Consumer‑Operated Service Leaders
leaders establish effective organizations by in Building Consumer‑Operated Services
training the people who work or volunteer in this KIT.
in Consumer‑Operated Services. It covers
the following topics in six modules: The six modules in this booklet contain
several training units, which are meant
 Belief systems;
to be covered in order before another
 Environment; is started.
 Peer support;
Training in peer support might feel
 Education; awkward at first, as many of us assume
that peer support is built on natural
 Leadership; and
connections, relationships, and
 Advocacy. informality.The purpose of the training
is to give staff in Consumer‑Operated
The six topics closely follow the domains Services, peer support group facilitators,
in the Fidelity Assessment Common and members with basic values‑based
Ingredient Tool (FACIT) found in tools that will help build consistency
Evaluating Consumer‑Operated Services and quality.
in this KIT. One departure is that
leadership training replaces organizational
structure, which is covered under Tips
Training in Consumer-Operated Services A
The key to successfully implementing training
is balancing formality and informality, while also Some Tips for Implementing
building leadership and accountability. We trust This Training
the material will be made available to as diverse
 Arrange for participants to meet a couple
a group as possible. This resource will benefit
of times a week for 4 or more weeks.
those in positions of leadership and management,
Cover several modules on a single topic
whether paid or not, including board members,
in each session.
group leaders, and facilitators. We anticipate
that this material will also inspire future leaders,  Review the directions for facilitators before

members, and volunteers. the training so that you become familiar
with the content and the exercises.
Included in this booklet are the following different
 Copy and distribute the
types of exercises:
training units that participants

 Group exercises to be completed by small will read. Make sure everyone
groups in the sessions. Some of these exercises has a copy before the start of the training.
have facilitator versions with suggested answers
 Copy and distribute the
or tips on how to lead the activity.
exercises for each session.
 Role plays for practicing and developing skills. When a separate page that
Role plays are conducted in pairs, small groups, is labeled Facilitator Version, have the
or, on occasion, in front of the larger group. facilitator keep and use this copy; do not
Specific scenarios are included as examples, distribute it to the group as a whole.
but you may find it also helpful to use real‑life
 Encourage participants to rotate respon-
scenarios. Make sure someone cannot identify
sibility for facilitating the discussion.
people you use in real‑life scenarios.
Be sure each facilitator has time
 Individual exercises involving written responses. to prepare.
 Group discussions to be led by the facilitator.  Discuss the information in each session.
Encourage participants to apply it to the
 Thought‑provoking questions for readers who
issues and challenges they are facing.
are reviewing the material.
 Complete the suggested exercises
for each session.
B Training in Consumer-Operated Services