RR Policy 0-6 : Coaching and counselling policy

1. Purpose of Coaching/Counselling: The goal of counselling is to provide the employee with an opportunity to improve his/her work and in turn improve and protect the quality of services our clients receive.  

   
   

2. A constructive approach to coaching/counselling includes: 

• A Caring Purpose 

• Addressing a specific behavior 

• Explaining the consequences of the behavior for the customer and the Red Road Health Solutions team. 

• A Pinch of Empathy for the employee 

• Listening - Stop talking and hear the employee’s perspective. 

RR Form 0-3 (Coaching/Counselling Report) is used when giving feedback to employees: 

How to Approach the Problem Section in Coaching or Counselling Report: 

1. Note the Problem 

-  Lateness to work, failure to meet routine deadlines, incomplete or inaccurate work, failure to follow-up promptly on client complaints, etc. 

2. Frequency of Problem 

-  How often does or has the problem occurred? 

-  Note specifics such as dates, times, and client provided information, if possible. 

3. Address the Reason if it is a Problem 

-  Performance related to Red Road Health Solutions Agreement of Standards (attach copy with section addressing violation highlighted) 

- Performance related to Red Road Health Solutions Job Description and/or Policy (include policy number in write up – share policy with employee) 

- Performance related to Clinical assessment requirements of job - ineffective triaging, failure to determine if appropriate clinical documentation was submitted, etc.  

- Other 

4. Plan of Action (as applicable) 

- Required change (report to work on time, complete triage services review with supervisor, etc.) 

- Time frame for change to occur (may be immediate) 

- Monitoring (state how expected improvements will be monitored) 

5. Desired Outcome – Based on consistent and fair practice 

- Improvement in or elimination of behavior is expected 

- Disciplinary action may result if plan of action not followed 

Employee Section: Allow employee to write/communicate a response.  

Employee Signature: Employee should sign with signature and job title.  

Supervisor Signature: Supervisor who conducted the counselling sign with job title. 

Keeping Records: All the Coaching and Counselling forms will be maintained in the employees personal file and a copy of the same will be kept in separately in the incident file. 

Further Best Practice Guidelines: 

• Prior to meeting with employee to give feedback, refer to the “Giving Useful Feedback” Booklet to review best practices in delivering feedback.  

• If possible, always ask the employee when a good time is for them to have a meeting. This way they would come into the meeting as relaxed as possible.  

• If the coaching/counselling meeting is not going well and the employee is becoming defensive or shutting down, do not hesitate to reschedule the meeting respectfully and compassionately for another time in order to allow the employee to have a better state.