A culture of support
This case study might help you to think about the steps you could take to develop support for carers within your own organisation.
Exemplar organisation case study
The Scottish Court Service (SCS) has developed and embedded a culture of support for carers working within the organisation.
In 2001 SCS formed an internal working group of staff with significant caring responsibilities to look at the demand for additional support for carers within SCS, and to develop best practice among UK employers in supporting carer employees.
Since this time SCS has progressed a number of elements to support staff who have caring responsibilities. This demonstrates commitment to carers in the organisation and reflects a positive approach to overall carer well-being.
Key elements of this support include:
1. Identification of carers
Carers within SCS can apply to be included on a ‘Carer Register’: 14% of SCS staff are currently on this register. Apart from being able to access particular benefits, this means that if a member of staff moves to a new department, the new line manager will be aware of their caring responsibilities.
2. Policy
SCS has a standalone carer policy which includes a clear definition of a carer and what carers should expect from the SCS. This includes provision for paid compassionate carer leave. Other relevant policies, such as part-time working and flexible hours, also enable carers to benefit from working hours which suit their caring situation.
3. Practical support
Joining the carer register brings benefits such as financial support for respite care; interest-free loans to purchase specialist equipment; and paid special leave for caring commitments. Staff can also access a free confidential Employee Assistance Programme (EAP), which provides advice and support on a wide range of issues relevant to carers, such as legal and financial, as well as provision of counselling where appropriate.
4. Communication and awareness raising
All relevant policies and supports are communicated extensively to staff via a number of mechanisms, including the SCS intranet, staff handbook, staff circular, posters, and both internal and external booklets (including one for prospective applicants). These help to promote awareness of the carer policy and register, which are also covered in training for line managers. The carer intranet page also includes useful links to external organisations that carers across the SCS may find useful.
5. Peer support
SCS has a Carer Contact Team which provides valuable support to staff, giving carers the opportunity to speak to someone about their caring responsibilities and acting as a stepping stone between staff and management or HR as appropriate. Each member of the carer contact team brings the knowledge and experience of caring for someone at one point in their lives.
The team also organises a Carer Conference every two years, which all staff on the carer register are invited to, along with the person they care for. These are introduced by the head of the SCS and include sessions on depression, manual handling, the EAP and stress management. Suggestions are also sought from carers on how support can be improved. As an outcome of suggestions at a previous conference for example, SCS staff can now access the provision of free Powers of Attorney.
The contact team was also instrumental in producing a DVD promoting carers in the SCS. This features an introduction from the Chief Executive, presentations from the Director of HR, the chair of the trade union and a carer, and portrays a work-based scenario featuring a typical conversation between a carer and his/her manager. Copies of the DVD were circulated to all senior managers and can be viewed on the SCS carer intranet page.
What is clear from the SCS example is the level of commitment from the most senior tier of management, helping to embed this culture of support across all levels of the organisation. This is also demonstrated in the fact that carers themselves are central in the development and improvement of policies and supports.
While the SCS provides exemplar support for staff who are carers, it is important to remember that this has been developed over 13 years, and is likely to exceed what many organisations could reasonably put in place within a short timescale. However, it demonstrates what can be achieved in the longer term and provides some examples of the type of support that can make a real difference to employees with caring responsibilities.
Activity 4.4 Support network
Try drawing your own spider diagram to illustrate the support for carers you are aware of in your workplace.
Using a different colour pen, add other sources of support for carers that you have explored during the session.
Considering the example of the Scottish Court Service, and any ideas you may have, use another colour to add support that your organisation could possibly provide for carers in the future.
If you are working in a group, you can share your spider diagram with the rest of the group and discuss each other’s ideas before adding them to the diagram.
You can use the online tool www.bubbl.us [Tip: hold Ctrl and click a link to open it in a new tab. (Hide tip)] to create your spider diagram or you can do this with pen and paper if you prefer.
Before drawing your spider diagram, here are some points to consider:
- What skills and qualities should a supportive line manager have? (such as tact, sensitivity, empathy, ability to build mutual trust and respect, communication skills, fairness, reflective)
- What factors might you need to consider when supporting a carer in your workforce (such as impact on the rest of the team, workload, staff awareness, supportive culture, policies)?
Keep in mind that you should gain permission from staff before sharing information about their caring role with the rest of the team. Respect their privacy.
- What other support could be put in place for carers in your workplace?
Go to Activity 4.4 of your Reflection Log. Once you have completed the activity, make sure you save the document again. Alternatively, use this document we have provided.
Be sure to save the spider diagram as this could help you with your planning activity in the next session.
A carer’s support network