Sophie Potter: Beyond Professionals - Young people supporting each other
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Presentation from Sophie Potter, Gail Phelps and Jordan Hammond from ReachOut.Com at the 2013 Online Youth Participation and Engagement conference run by Dialogue Consulting in Melbourne, 9 May 2013
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Sophie Potter: Beyond Professionals - Young people supporting each other
- 1. BeyondProfessionalsYoungpeoplesupportingeachother Sophie Potter Community Manager Gail Phelps Peer Moderator Jordan Hammond Peer Moderator Online Youth Engagement and Participation Conference: 9th May 2013
- 3. 1992 19981996 2000 - 2008 Inspire Foundation 1997 2009 - 2012
- 4. 15years of
- 5. It‟s always been about young people helping themselves…
- 6. 1998
- 7. 1999
- 8. 2001
- 9. 2006
- 10. 2009
- 11. 2009
- 15. And we ended up with… Guidingprinciples:Focus on the benefits to me and my friends; Be relevant to me and my life; Reach out to me in places where I am – both online & offline Userexperiencegoals:RO helps me understand my experience; RO gives me a range of actionable help options; RO shows me results; RO connects me to others; RO helps me help others; RO gives me a range of options to get involved BrandValues:Authentic; Trustworthy; Positive; Encouraging; Friendly; Inclusive DesignPrinciples:clean and simple; quick and easy; flexibility in information delivery; flexibility in engagement; creative; consistency Userbenefits:Accepted; Confident; Happy; Reassured; Hopeful; Relieved; Motivated; Better than before; More aware of myself Brandvoice:ReachOut is a 25 year old male. He's a good friend and a casual expert. He's easy to understand; Friendly; Honest; Not pushy; Optimistic; Respectful; Empathetic; Fun
- 18. The policy context “Areal challenge exists withour mental health services at the moment. They're not easily accessible and we don't have enough professionals, particularly inour regional, rural, remote communities. Technologies provide us withaway of connecting anyone anywhere withaperson whocan help them.” AssocProfJaneBurns CEOYoungandWellCooperative ResearchCentre(2012)
- 19. How can we bridge the gap? • Reducetheburdenon limitedservices • Extendaccessibilityof mentalhealthservices • Improveunderstandingof mentalhealthdifficulties • Decreasestigmaand improvemotivationto accessservices “Because you can't see it, it's not real. Unless I'm in physical pain, there's no reason to go seek help.” - ReachOut.com focus group participant
- 22. ReachOut.comtargets… 1. Mental Health Promotion and Universal Prevention; 2. Selective and Indicated Prevention; and 3. Early intervention. The theory bit
- 23. Protectivefactors,suchas: • Sense of belonging • Adaptive coping strategies • Help-seeking behaviour • Mental health literacy
- 24. How we help: Universal audience thathelpyoungpeopleconnecttheir experiencestothoseofothers Personal stories thatprovideinformationandknowledge neededtopositivelymanagewellbeing Articles + fact sheets thatshareandbuildknowledge/skillsfor building+managingwellbeing Conversations whereyoungpeopleparticipatein campaignsandrelatedactivitiesthatraise awareness+increaseunderstanding aboutmentalhealth Campaigns + participation
- 25. How we help: Selected / indicated audiences thathelpyoungpeoplerecognisetheir problem+increasetheirunderstanding Personal stories + fact sheets thatincreasepositiveattitudestowards help-seekingandthebeliefthattimely/ appropriatesupportcanbeeffective Stories thatincreasesparticipationinapositive socialsupportnetwork,leadingtoimproved selfesteemandresilience Community participation thathelpsyoungpeopleincreaseself awareness,selfmonitoringandproblem solvingskills
- 26. How we help: Early intervention thathelpyoungpeoplerecognise symptoms+provideactionablehelp Personal stories + fact sheets thatincreasepositiveattitudestowards help-seekingandthebeliefthattimely/ appropriatesupportcanbeeffective Stories thatconnectyoungpeoplewithasocial supportnetwork+linkyoungpeople seekinghelptoinformationandservices Online forums
- 29. Where we are: * ReachOut.com Community forums Social media • Flagship service • 14-25 years • 1.4 million unique visitors (2011/12) • Facts sheets, personal stories, tools, tips, peer support • Topics from wellbeing to tough times • Component of ReachOut.com • 1255 active members • Anonymous and private • Peer support • Discussions range from wellbeing to tough times • 17,396 facebook followers • 5581 twitter followers • 276 YouTube subscribers (149k views) • Focus on wellbeing and engagement
- 31. IT‟S RISKY!!!!! These conversations are happening with or without us. For us, the biggest risk is not being there.
- 32. Online forums and risk management • Anonymity and privacy • Peer-to-peer support • Clear boundaries re. extent of service • (Post) moderation by youth moderators and professionals • Three risk management strategies: • Technical • Self-moderation • Staff moderation
- 33. Community risk management strategies TECHNICAL • Register/sign to post • Member accounts display no person info • Automatic ”alert words or phrases” notifications • Clear announcements around extent of service SELF MODERATION • Community guidelines – outline positive behaviours and extent of service • Culture • Feedback from moderators if guidelines breached • Reporting function for forum users PEER/PRO MODs • Trained peer moderators model positive behaviours • proactively hide or report Professional moderators respond to distressed young people or difficult content • Sensitive discussions/topics facilitated by youth workers or mental health professionals • Clear escalation procedures
- 34. Governance/Risk Management Structures Peer & Pro Mods Staff Moderators Support Group Clinical Advisory Group CEO
- 36. Who are youth moderators, anyway? • Currently 16 youth moderators across Australia • All from different backgrounds • All with a desire to contribute to the youth mental health community • Each volunteers two hours per week
- 37. So, what do youth moderators actually do? • Contribute to the forums • Listen to users • Moderate content and manage risk • Maintain a positive help seeking culture
- 38. But how does having youth moderators actually help? • Promotes individual experience, but a shared understanding of that experience • Places young people as the experts • Provides peer based empathy and support • Generates positive and constructive conversations
- 39. How do youth moderators promote healthy help seeking? • By providing examples of their own help seeking behaviours • Using empathy and support to encourage and promote the importance of help seeking • Providing links to relevant and trustworthy information • Being community role models
- 40. Youth Involvement (YI) at Inspire • From the beginning, young people were at the centre of everything Inspire does • Youth mods are part of a wider YI program • 120 people: RO Film Crew, Youth Editorial Board, ROMP, RO Speakers Bureau etc • Private online community forum for all involved with our YI programs
- 42. Cool stuff that‟s happened! - RUOK? Day - LIFE Awards - ACARA consult - 315 YP - Mark Butler MP, Minister for Mental Health - Two consultations - Second: 260 replies over 90,000 and 15,000 - First: let’s watch
- 43. Young people tell us “I never thought that a silly post about my feelings on an internet forum could end up being the start to a new change. I have realized that I can recover from this and I thank you so much for pushing me in the right direction. I feel that I will get through this.” “Veronica”, 19yo, 15th March 2013
Notas do Editor
- Introduce me, mybackground. Overview of what I’ll talk about
- Includes
- 1992 – Jack’s cousin suicides, 1996 Inspire is born, 1998 the first version of Reach Out is launched, 2000 – 2008 Act Now, Bean Bag, Teachers Network and ReachOut Pro launched. Strategic decision made to stop running Act Now and Beanbag programs etc. 2009 – 2012 – lots of research into young men. Young mens fund developed. EY Report goes live. WorkOut Pilot launched.
- Includes
- Access is a primary goal of government policy in rural and regional health service improvements.The National Strategic Framework for Rural and Remote Health recognisesthat for physical and mental health outcomes in rural, regional and remote areas to improve, there needs to be:Funding mechanisms and incentives to support the use of information communications technology in the delivery of health servicesCommunity engagement and education strategies that promote preventive health and early interventionWork with consumers and health professionals to promote understanding of how the health system works
- Decrease stigma and increase motivation.The literature identifies key barriers to seeking help.Stigma and embarrassmentProblems recognising symptomsPreference for self-relianceConfidentiality and trustHopelessness(Gulliver, Griffiths, Christensen, 2010)
- HOW WE HELP/WHAT WE DOHow:Re-iterate that other people have gone through similar experiencesSuggest readingstories about what others have been through, + what helpedGet them to browse through the tough times andwellbeing sections for relevant fact sheets / storiesShow them the ReachOut.com forums, and the threads on sharing tips / strategiesAsk them to explore the site, and to report back
- ReachOut aims to prevent and delay onset of mental health disorders, andreduce their incidence and their severity, duration, frequencyReachOut.com is particularly focused on mental health quality of life and and global quality of life. The mental health promotion and intervention spectrumThe spectrum identifies 5 types of program focus areas: (promotion, prevention, early intervention, treatment and continuing care) that can be delivered across 8 audience segments - ranging from universal through to young people in long term treatment or care.By virtue of the open-access nature of the service, ReachOut.com engages young people across the spectrum. Specifically however, ReachOut.com targets 3 areas of the Spectrum:Mental Health Promotion and Universal Prevention;Selective and Indicated Prevention; andEarly intervention.
- Particularly, ReachOut.com targets protective factors that reduce or ameliorate the risk of developing mental health difficulties, and assists young people to understand and use self-help and formal help to address emerging mental health difficulties.Some of the protective factors we target:A sense of belongingAdaptive coping strategiesCommunication skillsMental health literacyHelp-seeking behaviourProblem solving skillsResilienceSelf-efficacy
- The universal audience… includes all young people in the general population with no identification for those at risk of mental health disorders.For this audience ReachOut.comaims to prevent mental illness, and improve or maintain quality of life and wellbeing.
- Selective and indicated… includes young people who are at risk of mental health disorders because they belong to specific population sub groups that are known to have increased risk (family history, sexuality and gender diverse young people, young carers etc); andThose experiencing tough times due to transient or ongoing life stressors.For this audience ReachOut.comaims to decrease psychological distress and increase resilience
- The early intervention audience… specifically targets young people experiencing early signs and symptoms of a mental health disorder, with a specific emphasis on those not seeking help.For this audience ReachOut.comaims to intercept the progression of illness, decrease the severity and duration of mental illness, ideally resulting in recovery