Está administrando un equipo de apoyo entre pares. ¿Cómo puedes hacer que la documentación funcione para todos?

To make documentation work for everyone on a Peer Support team: Establish a centralized repository for easy access. Define a standardized format and structure. Encourage collaborative contributions. Schedule regular updates and maintenance. Provide training and onboarding. Ensure documentation accessibility. Establish a feedback mechanism for continuous improvement.

En mi última experiencia laboral trabajamos mucho con OneDrive para la recopilación de datos en la nube. Así, no sólo servía para tener todo en un sólo lugar, sino también para que, si alguien se iba de vacaciones y había que hacer traspaso de información, ya estaba todo ahí. Muy práctico, ya que se puede tener la información en terreno y sincronizada al pc. El desafío es que todos entiendan la importancia de mantener la información actualizada y disponible, sobretodo para informar a los cargos superiores en caso de necesitar información.

In managing a peer support team, communication must be seamless. Establishing a tool such as Monday.com or Trello can streamline processes to ensure that tasks are assigned, project progress can be tracked and changes can be seen in real time.

Selecting a consistent documentation tool for a Peer Support team is paramount. This ensures uniformity, reduces duplication, and minimizes confusion among team members and clients. A unified system streamlines processes, facilitates collaboration, and enhances security. It also saves time and resources by simplifying training and troubleshooting. Overall, adopting a consistent tool promotes efficiency and improves the quality of support provided.

Effective documentation for a peer support team involves using clear, concise language, organizing information logically, providing templates and examples, regularly updating documentation, ensuring accessibility, encouraging collaboration, and offering training on documentation practices. As a Peer Support team, we should aim to create documentation that is easy to understand, navigate, and contribute to. We should work together to maintain accurate and relevant documentation, helping us to provide consistent and effective support to our peers.

Implementing standardized templates enhances documentation by providing a consistent framework for format, structure, and content. Templates ensure compliance with organizational and regulatory requirements, reduce errors, and streamline the document creation process, ultimately improving the quality and reliability of support provided by the Peer Support team.

Es vital para una organización, y para la vida en general, no cometer errores en el traspaso de la información. Las plantillas disminuyen o eliminan en muchos casos estos errores, y podemos hacer un buen uso de ellas creándolas o usando preexistentes. Actualmente, el mismo Office365 tiene plantillas, o existen varias fuentes en internet con plantillas gratuitas. Lo importante es marcar una hoja de ruta que te permita no salirte del camino y retrasar un proceso.

Ease of use and efficiency are important. Incorporating “check lists” into a template is an easy way to document a persons strengths, interventions used by the peer (required by insurance and Medicaid), and how the person described their feelings. For example a check list of interventions may include validation, shared experience, empowerment, or goal setting. A peer can choose all that applied during their chat by just checking a box. The same can be done for strengths and feelings. Text boxes should also be included to add more detail if needed. This kind of template can aid in brevity when documenting. Sometimes we forget that we don’t need to write a novel. Technically documentation is only intended for billing.

Training the team on the chosen documentation tool and templates is essential for maximizing their effectiveness. It familiarizes them with the tool's features, benefits, and best practices, ensuring efficient utilization. Addressing questions and concerns during training fosters confidence and competence among team members, empowering them to produce high-quality documentation consistently. Training also facilitates ongoing support and guidance, promoting continuous improvement in the documentation process.

Trainings and knowledge transfer to the Team is a very important task to be provided and what is actually needed for a full understanding and for a better support which will resolve in a good customer experience and complete satisfaction. The other important part related to KT is the documentation which needs to be kept with the whole Team, experienced staff and newbies, into an appropriate shared Platform (I.e. Confluence, OneNote, etc.).

La monotonía cansa y debilita los procesos, por eso es de suma importancia para el robustecimiento de los equipos de trabajo el poder capacitarse constantemente en temas de interés. Entregar herramientas nuevas puede aportar al dinamismo si se logran estrategias que promuevan la consolidación y aprehendizaje de estas.

Training a team in various methods of documenting is important. Peers should be trained to offer the people they are serving a choice. Peers can offer to document with the person together during their visit. They can also document together saving the final 5 minutes for this collaborative task. Documenting this way ensures accurate documentation and corrects any misunderstanding that may occur for the peer. If the person being supported doesn’t want to document with the peer that’s ok too. The peer can complete that task after the appointment.

Regularly reviewing and updating documentation is crucial for maintaining its relevance and effectiveness. It enables monitoring of peer support services' progress and client satisfaction, identifying areas for improvement. By systematically reviewing documents, teams can address gaps and issues, ensuring documentation accurately reflects evolving needs and best practices. This ongoing process enhances the quality and efficiency of support provided by the Peer Support team.

Si la información no está actualizada, no podremos tomar decisiones rápidas en entornos altamente cambiantes, o peor aún, en situaciones de emergencia. Además, el éxito del traspaso de información, manejo de datos y demás operatividad que quiera dársele a la documentación, debe contar con una revisión seria y conciente con tal de identificar oportunidades de mejora e implementar técnicas de corrección de errores o divergencias.

It’s not only important to continually update and improve upon documentation templates and procedures, it’s important to ensure that all organizational policies reflect this process and set expectations for the peer workforce. Policies should outline when documentation should be completed; the process for supervisor review; how meeting these expectations will have an effect on an employees annual review and the organizations continual improvement.

The peer workforce should be providing feedback to supervisors and others about the documentation template and process. If the boots on the ground are struggling with the process; if the process is creating barriers or taking far too long, then the documentation will not meet expectations. Making positive and helpful changes based on workforce feedback shows peers that they are being heard and are able to contribute to the improvement and success of the organization. Acknowledging staff for their contributions helps to create a team that works together and is invested in the success of the organization.

Sharing and celebrating documentation achievements fosters a culture of collaboration and recognition within the team and with clients. It acknowledges contributions, builds trust, and enhances engagement. By openly sharing successes, challenges, and learnings, teams can strengthen rapport and foster a supportive environment conducive to continuous improvement and innovation in peer support services.

Neste quesito de "Documentar com finalidade" é importante destacar na documentação quais regulatórios ela atende, quais são os pontos de atenção a serem considerados, colocar exemplos claros a serem seguidos, e o mais importante: testar a usabilidade do documento para a equipe. Muitas vezes o conteúdo é claro e faz muito sentido apenas para quem escreveu, é preciso que outras partes façam uma leitura crítica sobre o conteúdo para certificar que ele realmente é eficaz. Pedir uma revisão para alguém de outro time, sem relação com a área que o produziu, também ajuda a validar seu conteúdo.

No one seemed to ask what kind of support. Most peer support groups I am aware of have a strong element of confidentiality and anonymity. If this particular group is either in-patient or part of a partial hospitalization program attendance is necessary for insurance to cover the cost. If the group is old guys still collecting match box cars, then that is a whole other type of group.