Professional Supervision and Peer Support Services

Investigations and complaint handling is currently an unregulated industry comprised of practitioners with varying skill levels and no professional governing body. It is also an area of practice which can be extremely stressful and isolated as the majority work as freelance practitioners with limited opportunities to discuss their work. As a result, many investigators and complaint handlers rely on close friends and colleagues for support.

Professional supervision is an enabling process that allows participants to reflect on work practice, review and evaluate their work and problem solve through discussion, report and/or observation. It also provides an opportunity to explore issues, emotions and ethical dilemmas which arise from their work. Investigations and complaint handling can be demanding as witnessing the distress of others can impact on emotional wellbeing.

The objectives of professional supervision are to develop competent, accountable performance, to ensure quality service delivery and provide selfcare to practitioners through increased resilience and reduced work related stress.

Peer support is designed to offer and safe environment for seasoned investigators and complaint handlers to reflect on their practice, brainstorm ideas, debrief during and after stressful events and improve self-care and well-being.

Often investigations and compliant handling are judged by ‘a good result’, with little credence placed on the mental health effects on each of the parties involved in the process, especially the investigator, complaint handler or case manager. Under this model, a good outcome is defined by a robust and ethical application of a fair process where regard for the well-being of the individual.