Consumer Participation Policy

Transcription

1 Consumer Participation Policy 1. BACKGROUND This Consumer 1 Participation 2 policy outlines CoMHWA s aims for consumer participation in Western Australia and the way it undertakes consumer participation with and by consumers. CoMHWA s Consumer Participation Policy reflects: CoMHWA s unique identity as a consumer-led, member based organisation; and The centrality of CoMHWA s connection with, and accountability to, West Australian consumers. 2. PURPOSE CoMHWA will: advocate for and promote robust and empowering consumer participation arrangements and Consumer Voice 3 in WA; contribute to such consumer participation arrangements directly through consumer-led research, consultation and representation; ensure robust and empowering participation arrangements are in place in evaluating its own activities. 3. PROCESS CoMHWA will act in accordance with our values of kindness, respect, acceptance, collaboration, and integrity when promoting and undertaking consumer participation. CoMHWA recognises lived experience as a form of qualification/expertise, and that every individual with lived experience can make a valuable contribution to greater recovery and wellbeing of our communities through participating. The CoMHWA Executive Director is responsible for the implementation, oversight and operational review of the Consumer Participation Policy. 3.1 Consumer-Led Model of Consumer Participation CoMHWA adapts a consumer-led model of consumer participation through its governance and organisational processes, and as outlined in CoMHWA s Constitution. 1 Consumer: Any person who identifies as having a current or past lived experience of psychological or emotional issues, distress or problems, irrespective of whether they have a diagnosed mental illness and/or have received treatment. Other ways people may choose to describe themselves include peer, survivor, person with a lived experience and expert by experience. 2 Consumer Participation: The inclusion of consumers views, needs and interests in mental health understanding and decision-making. Sites include governance, research and education, policy setting, management, design, recruitment, service delivery, evaluation, and in working with individuals who access services. 3 Consumer Voice: Speaking out about the needs, priorities, and perspectives we share, from the common ground of our lived experience, informed and enriched by the diversity of our experiences.

2 3.2 Advancement and Support of Robust and Empowering Consumer Participation CoMHWA will advocate for and promote the wide adoption of robust and empowering (effective) consumer participation arrangements and Consumer Voice in WA. Robust and empowering (effective) approaches are those that: Acknowledge lived experience as a form of qualification/expertise, and that every individual with lived experience can make a valuable contribution to greater recovery and wellbeing of our communities through participating. listen, understand, respect and act upon consumers views, needs and interests in all aspects of mental health care and matters affecting wellbeing; respect and value Consumer Voice by encouraging and supporting Consumer Representatives4 to be connected to, consulting with and accountable to those they represent; provide for independence of voices in participation, including the right of consumers to nominate who will represent their views to mental health services, and the right to air views without fear or favour; effectively communicate the purpose and intent of consultation, and how participation will be used, to enable people to choose on the basis of informed consent whether they participate; provide an environment and process in which our core need for safety is respected and supported; ensure processes enable people to contribute their feedback and views at any time; build and strengthen consumer networks as a key pathway to, and desirable outcome of, robust and empowering consumer participation; recognise consumers as those most impacted by mental health learning and decision-making when considering participation arrangements; proactively identify and address barriers and support enablers to meaningful and empowered contributions, especially to enhance the inclusion of under-represented voices5 and perspectives; understand and adopt consumer-endorsed requirements and best practice; recognise and value the Consumer Workforce6 make reasonable accommodations in relation to mental health and wellbeing needs 4 Consumer Representative: A consumer who consults with, represents and advance the views of consumers with an agreed forum or committee. The Consumer Representative uses their own lived experience to support listening and understanding, but represents from and on behalf of a breadth of voices rather than an individual perspective. 5 Under-Represented Voices: People whose circumstances and/or background are traditionally under-heard and under-included in consumer participation, including people from CALD and NESB backgrounds, Aboriginal and Torres Strait Islander people, GLBTIQ people, children and youth, people with multiple and unmet needs, people with disabilities and people in contact with the criminal justice system. 6 Consumer Workforce: Refers to positions in which identification as a consumer is core/essential to role, such as Consumer Representatives, Consumer Advocates and Peer Support Workers.

3 3.3 Consumer Representation Consumer Representatives will be managed, supported and remunerated in accordance with CoMHWA s Consumer Representation policy. The Consumer Representation Policy in general does not apply to consumers who participate on an irregular and ad hoc basis. In cases where specific Representative duties, rights and responsibilities are involved, a relevant CoMHWA staff member will inform and familiarise the person participating with any additional information they may require to participate effectively. 3.4 Consumer Participation on Behalf of Third Parties CoMHWA may undertake consumer participation activities on behalf of third parties (other organisations, companies or agencies) by mutual agreement. 3.5 Carer Participation As a consumer-led peak voice for consumers, CoMHWA retains a primary focus on consumer participation, similar to a carer 7 peak organisation s primary focus on carer participation. CoMHWA recognises consumers and carers bring unique and complementary perspectives and values collaboration between consumer and carer peak organisations. 3.6 Advertising and Recruitment Consumer Participation opportunities other than Representative vacancies typically do not entail position requirements or criteria that would warrant formal recruitment, selection and appointment processes. Participation vacancies with position requirements/criteria will be managed in accordance with CoMHWA s Consumer Representatives policy. 3.7 Remuneration and Reimbursement CoMHWA will offer participation remuneration and reimbursements in line with CoMHWA s Participation Payment Schedule (Appendix A). 3.8 Feedback and Disputes Feedback, including compliments and complaints, will be encouraged and supported within CoMHWA s participation processes. 3.9 Records, Reporting and Participation Evaluation CoMHWA will maintain relevant records of its consumer participation activities for reporting purposes. CoMHWA will periodically evaluate its consumer participation activities, in consultation with members and consumers. 7 Carer: A person who provides significant and unpaid support in a person s life, whether physical, social or emotional.

4 4. PROCEDURES 4.1 Consumer-Led Model of Consumer Participation CoMHWA s consumer-led model of consumer participation will be upheld through: Adherence to CoMHWA s Constitution, which provides for a Board led by consumer and the provision of voting (consumer) and non-voting (associate) members; Affirmative and merit-based recruitment of staff/volunteers on the basis of a combination of consumer experiences and qualification. Ensuring membership is affordable to consumers and consumer groups; and Consulting with our members, and consumer who are not yet members, in the course of our activities. 4.2 Advancement and Support of Robust and Empowering Consumer Participation In order to advance and support robust and empowering consumer participation, CoMHWA will: Implement and review a Consumer Participation Strategy on an annual basis; work collaboratively with local and regional consumer groups in advancing and supporting consumer participation; consider consumer participation as part of CoMHWA s advocacy planning and activities; Undertake activities to build comprehensive and effective consumer participation. These may include: forums, focus groups, stakeholder liaison, meetings, surveys, CoMHWA newsletter, consumer representation, website, consumer and stakeholder feedback, social media, workshops, , post, face to face, PR/media, and education and training services. 4.3 Consumer Representation and Consumer Participation Both CoMHWA s Consumer Representation and Consumer Participation policies will be publicly available on CoMHWA s website. 4.4 Consumer Participation on Behalf of Third Parties CoMHWA will undertake activities on behalf of third parties in accordance with the procedures outlined by this policy, unless otherwise negotiated with the third party. Due consideration is to be given to the actual or perceived risks to CoMHWA s reputation as an independent 8 voice for consumers. Consumer participation activities may include advertising, coordinating, managing, supporting and/or financially administering consumer participation arrangements. 8 Independent: free from conflicts of interest that are likely to undermine the assertive representation and advancement of consumers views.

5 4.5 Carer Participation- General CoMHWA will support carer recognition and participation in a manner consistent with its consumer-led and consumer-focused representation through: Collaborating with carer-led groups and organisations to progress the shared objectives of consumers and carers, such as through joint advocacy and promotion of lived experience participation arrangements; Providing contact information of relevant carer organisations to carers for information, education and support; Providing for the associate membership of carers; Recognising and valuing Carer Representatives as one of the responsibilities of Consumer Representatives (see CoMHWA s Consumer Representation Policy - Rights and Responsibilities of Representatives). 4.6 Advertising and Recruitment Refer to Consumer Representatives policy. 4.7 Remuneration and Reimbursement The remuneration and reimbursement process will be administered in accordance with procedures outlined in CoMHWA s Consumer Representatives policy. 4.8 Feedback and Disputes Staff are to act in accordance with procedures of the Grievance and Dispute Resolution Policy. 4.9 Records, Reporting and Participation Evaluation CoMHWA will record and report to members, consumers and other relevant stakeholders on implementation and outcomes of it consumer participation activities via its Annual Report, and other updates as appropriate. CoMHWA will maintain up to date records of any significant feedback, including compliments and complaints, received about consumer participation. CoMHWA will ensure and protect consumer s right to choice of participation and privacy in reporting and evaluation processes. CoMHWA will evaluate its consumer participation activities on an ongoing basis with a formal review every two years, or earlier if indicated. References 1 National Standards for Mental Health Services (NSMHS): refers to the 2010 version of the Standards, which are nationally endorsed and which all mental health services must uphold. 2 National Consumer and Carer Forum of Australia, Consumer and Carer Participation Policy a Framework for the Mental Health Sector. National Consumer and Carer Forum, Canberra 2004

6 APPENDIX 1. CoMHWA PARTICIPATION PAYMENT SCHEDULE Activity Payment Schedule Project Management, Delivery or Support Nil. Research Activities undertaken by Staff, Volunteers Public speaking and Sub-Contractors. Group Facilitation Network Coordination Policy Development and Advocacy Education and Training Design and Delivery Individuals participating who are already otherwise funded by Nil CoMHWA or a third party to do so; Ad hoc consultations that accrue minimal time on a month to month basis (e.g. brief phone and communications, discussions, surveys, quick polls) Information sessions, forums, presentations, events, training, or development, in which an individual is not specifically required to participate; Travel time to meetings Meeting preparation and expenses incurred- not pre-approved Focus Groups and other Time Intensive Customer Researchgeneral Honorarium - $30.00 per hour, to nearest half hour OR equivalent in-kind payment* CoMHWA Media Representations (e.g. public speaking, + reimbursement of pre-approved expenses storytelling) Committee Representation, honorariums (inc. face to face or remote conferencing) Meeting preparation and/or Travel Time - Pre-Approved Training: attendance required Attracting Specific Consumers Representatives significantly underrepresented (e.g. Aboriginal and Torres Strait Islander background) Equity and Inclusion Supplement (variable payment): Provided in addition to schedule for a specific Surveys, consultations, forums and workshops deemed to attract low participation rates; participation role or event. Provided on a Case by Case basis Focus Groups or Time Intensive Consumer Research that would depending on requirements and available otherwise attract low participation rates funding. Meet essential disability access requirements, e.g. disability aid Provided to the individual, or used by Essential Rural, Regional and Remote Access Requirements CoMHWA to meet access requirements, Essential cultural access requirements depending on circumstance. *In-Kind Payment is the provision of alternatives to cash payment equivalent to cash value, negotiated with the Representative, and include: Work-related equipment (e.g. phone and phone bills, office equipment, business cards) Additional Training, Development and Role Support In-Kind Purchases by CoMHWA must be work-related and pre-approved by CoMHWA.