CARE4YOU: The Fifth Annual conference on Compassion Fatigue, Secondary Traumatic Stress and Burnout is designed to care for those who care for others. This year, the program was developed around the theme of “Creating Change Agents”. The Conference will be held in Kingston, On. June 9-10, 2015.
This week, we highlight some of our exciting speakers and topics
Talk Matters with Jill Norman
Vicarious trauma regularly happens to those in public service. Resources are often scarce, caseloads increase, and staffs are limited. It is a common problem: staff members are asked to perform more tasks and take on more work with ever decreasing support. So what can be done? What strategies can be used?
In this session, Jill Norman will share her experiences working with Service Canada. She will highlight best practices in providing staff assigned to vulnerable cases with strategies to minimize VT and Compassion Fatigue. Jill has spent time working on The Federal Income Grant for Parents of Murdered and Missing Children (PMMC), a program intended to help support families reeling from loss. She recognized that staff members offering client services like PMMC were continually exposed to traumatic events.
By changing the way her staff communicates with clients, Jill has inspired success in reducing Vicarious Trauma, especially among staff members communicating by telephone. Her PMMC team developed a series of scripts, which provided structure, confidence and quality assurance to clients. These scripts also improved staff efficiency and helped to effectively address stakeholders, alleviating red tape-related barriers. In reducing frustration and providing an effective communication tool for staff members, the team became much more than simply service providers.
Join Jill on Wednesday, June 10th to learn more about her methodologies. She seeks to teach and challenge participants in her session to “become change agents themselves.”
Jill Norman works as a senior manager with Service Canada, leading teams for over 7 years. She has been an instrumental leader in the provision of client service for the PMMC, the Common Experience Payment as part of the Indian Residential Schools Settlement Agreement, and the Wage Earner Protection Program. In 2014, Jill’s team won the Governor General’s Award of Excellence in Public Service in Citizen Focused Service Delivery for their role ensuring ex gratia payment for families of victims of the Air India Flight 182 tragedy. Jill also has over 20 years of nursing experience, including work in the field of disability case management.