Brain Injury PEER Support Line Focus Group

December 8, 2012

Introductions

Penny Condoll: Executive Director, Brain Energy Support Team, BESTBISGN Coach and Support Group Facilitatorwww.brainenergysupportteam.orgwww.BISGN.org

Craig Sicilia: Director, TBI Survivor NetworkBISGN Coach and Support Group Facilitator

Your Name

Location

Relationship with Brain Injury

Current level of interest in creating a PEER lead phone line

Guest Introductions

Objectives

Share potential ideas for starting a Brain Injury PEER Support LineExplain what BEST and TBI Survivor Network can offerGauge interest in establishing volunteer teamsBrainstorm next StepsBrainstorm potential partners

How does this sound?How can I reach someone at PEER Support Line?The PEER Support Line is open to take calls 24 hours a day/7 days a week. You can reach us by phone, text or online chat. Do I have to have a diagnosis of brain injury to call?No not at all. We welcome calls from anyone who has a need to talk. What does it cost?Calling the PEER Support Line won't cost you a cent. Our number is toll free. What can we talk about?Practically anything. All calls are considered confidential. So feel free to tell us what's on your mind. Do I have to have a problem?No, many call just to say hello, or they might wish to share their day's activities, dreams, or frustrations.

Who answers the phone?We are unique because we are staffed entirely by volunteers who have a direct relationship with brain injury.

Or this?

Ever wish you had someone to talk to? Someone who is supportive, caring and non-judgmental? Someone who is understanding and empathetic to your feelings? The PEER Support Line is a non-crisis toll free line and is specifically for people who are coping with the consequences of living with a brain injury. We provide supportive listening, problem solving, resource sharing and peer support for individuals. We anticipate that callers may be in need of other services and/or assistance so referrals will also be made available to them. We are unique because we are staffed entirely by volunteers who have a direct relationship with brain injury.

PEER Support Team responsibilitiesSelf Formed and Self-Governed

Ensure that each member will attend training workshop either in

person or online

Will provide continuous coverage for the time the team signs up

Coverage includes answering phone, text messages & online chat

Maintain a 3.5 or better quality rating (scale of 1-5)

Use toll free number

Use website forms to record collected information, resources given

and survey results

BEST can offerOffer training for PEER Supporters in a varieties of modalities and formats:

Online webbased training classesIn-person classes as possibleGoToWebinar Training sessions

Offer weekly team meetings Execute and monitor follow-up survey and resultsSecure funding for 10 4 day cruise tickets every 6 months

QualityEach caller will be asked to provide a way to followup with a survey. (auto phone survey, email, website form, return call)

One question: How would you rate your call today? 1 (terrible) – 5 (wonderful)

Team rating scores: Teams under 3.5 will be offered remedial training and support. If rating under 3.5 continues, team will be replaced. Teams will always have a crisis person to call 24/7.

QualityTeams over 3.5 rating will be competing for rewards like….

4 day cruisesSpa treatmentsHotel rooms/gift resort packagesGrocery CardsGas Cards

Confidentiality PolicyAll information relating to a caller is confidential unless:• We have informed consent from the caller to pass on

information• We call Emergency Services because a caller appears to

be at imminent risk of death• We receive a court order requiring us to divulge

information• We are told information about acts of terrorism or bomb

warnings• A caller attacks or threatens volunteers or others• A caller deliberately prevents the service from being

delivered to other callers

Gauge interest in establishing volunteer teams

Brainstorm next Steps

Brainstorm potential partners