Building Skills for Safe, Supportive Care

In May, our Health & Safety team organised two important de-escalation training sessions for our staff – because creating safe spaces for everyone is at the heart of what we do. 

These sessions give our people the tools they need to handle challenging, high-pressure situations with confidence and care. With increasing aggressive incidents across face-to-face interactions, phone calls, and social media, our team regularly faces exposure to aggression and violence. While we hope our staff never encounter occupational violence or aggression, we know they sometimes work in situations where tensions run high—and being prepared makes all the difference.

Using the evidence-based A.D.P. Framework (Awareness, De-escalation, Protection), these sessions were tailored to the real situations our team encounters – from supporting clients in crisis to managing family dynamics during difficult times. It's not just about protecting our staff; it's about making sure our clients feel safe and supported too. When people are vulnerable, distressed, or going through their most challenging moments, they need to feel heard and understood rather than confronted or restrained. 

The goal is simple but powerful: to give our team life-long skills building courage, confidence and capability. When our staff feel equipped to de-escalate situations calmly and effectively, a sense of calm and competence ripples out to everyone around them – our whānau can focus on healing and getting the support they need, while our team can provide the best possible care. 

Investing in our people means investing in better outcomes for everyone we serve.