Training for staff affected by people with complex needs

In partnership with Bristol Drug’s Project, Golden Key has developed a one day training programme to help support people who are affected by anti social behaviour due to mental health and substance misuse issues in their workplace.

The training aims to give staff who work in bars, restaurants and shops targeted drug and alcohol awareness which is specific to the needs they are witnessing. It provides them with a psychological understanding of behaviour by teaching them about mental health, trauma informed approaches and personality disorders.

Golden Key believes this is the first time this type of training has been designed for people who are affected by anti social behaviour in their workplace rather than staff whose role is to support people with complex needs.

Based on the principles of Psychologically Informed Environments (PIE), the training gives people the tools they need to work reflectively when incidents occur and helps them to take care of their own wellbeing and each other.

The first training session was given to staff from The Canteen at Hamilton House in Stokes Croft on 27 November 2018. Golden Key Service Co-ordinator Stephen Pratt has been involved in developing the training and delivered the session with Jasmine Lawrie from Bristol Drugs Project said:

“Since February 2018, I have been exploring whether Psychologically Informed Environments are a useful concept for public shared spaces.

“People with multiple complex needs can present with a mental health crisis or antisocial behaviour whilst in the community. However workers in establishments such as shops, bars, cafes and restaurants are given no training or support to help them understand these behaviours or how to cope with the traumatic effects witnessing some distressing behaviours may have on them.

“Up until now, relevant training has only been available in specific areas such as homelessness through Caring In Bristol, substance misuse through Bristol Drugs Project, or mental health through St. Mungo’s ACE Service.

“Now, for the first time, we have designed sessions which can give a brief understanding of each of these pathways and the causes of these specific issues.”

“This type of training can make a positive difference for businesses, their staff and customers as well as for people with complex needs.”

““Like other bars, cafes and shops in central Bristol, the Canteen quite often gets individuals with complex needs, including homeless people, those with mental health problems or drug dependency issues coming onto their premises.

“This can be a challenge for their staff who are not always sure of the best way to react or what action to take.

“This training is designed to equip them with the understanding and knowledge they need to assist people with complex needs and signpost them to appropriate support as well as in dealing with more difficult situations.

“It will help them to operate a policy of compassion, allowing them to treat each individual like a person rather than a nuisance.”