It is not your role as a welfare support officer to act as an investigator, but through contact with the subject of the investigation, you may well become party to sensitive information, intelligence or evidence.
It is fully appreciated that you will need to develop a close relationship with the individual represented, to be able to make a professional view of any welfare concerns, however, you are reminded also that the standards of professional behaviour, place a responsibility upon us all to report any matters of concern which have been raised, or should be disclosed or reported. It is perhaps therefore, a positive starting position to establish this understanding and agreement with the individual you’re representing from the outset. Good communication is key to this.
How to communicate well
“I know that you believe you understand what you think I said, but I'm not sure you realise that what you heard is not what I meant.” Robert McCloskey
When you have been allocated an officer of member of police staff to support it's really important that you have good two way communication. We recommend you follow the following points to ensure the partnership to work.
- Be non judgemental approach
- Don’t try to fix problems
- Empathy – show your compassion
- Let them vent if necessary
- Listen to their agenda
- Discuss their solutions
- Actively listen at all times
There are some non-judgemental phrases we recommend you use:
- It appears to me as if…
- It seems to me that you're saying…
- It sounds to me like…
- I sense that you're feeling…
- I would like you to help me understand…
- I can hear what you're saying so…
MOREPIES
The MOREPIES acronym is widely used in policing and is a great one to follow:
M inimal encouragers
O pen questions
R eflect and echo
E ffective pauses
P araphrasing
I messages
E motional labelling
S ummary
Minimal encouragers – use verbal and non-verbal communication (eg, nodding) to show you are listening and interested in what a person is saying.
Open questions – use open-ended rather than closed questions to draw out information from the person.
Reflection – repeat or echo recent words or phrases the person has used.
Effective pauses – use silences before or after something meaningful to:
- demonstrate you understand its importance
- allow the person to vent their frustration
- give you time to think
- encourage turn-taking in the conversation
- help everyone to focus their thoughts and attention
Paraphrase – summarise what the person has been saying in your own words to demonstrate understanding and allow for clarification.
'I' messages – start sentences with 'I' to personalise what you are saying, show responsibility and establish rapport. (I...when you…because…)
Emotional labelling – tell the person you understand what effect the situation is having them on them (eg, 'I can see you are upset, this must be frustrating for you').
Summary – sum up what has been said in your own words.
High risk individuals
Many people, even with intensely suicidal thoughts, are ambivalent about dying - but are so distressed that they cannot think of an alternative to suicide.
A liaison psychiatrist working with the South Wales police project tells a story of one patient who got up in the middle of the night, went downstairs to his kitchen and wedged a large knife into a drawer. He threw himself onto the knife - but missed the heart. He then used the knife to try and cut his wrists, but didn’t open the arteries. He then took every tablet he could find in the kitchen.
It sounds as if he was as determined to end his life - and yet, after taking the tablets, he realised that he didn’t want to die, and called for help. Thankfully, he survived.
“The suicidal state of mind is one where previously viable options cease to have meaning, the individual feels trapped and hopeless & negative affects and beliefs are very strong.”
Marzillier 2003
Tipping points
- 24/7 response capability via FIM
- 24/7 negotiator cover
- Share the burden
- Structured welfare strategy
- Assigned negotiator coordinator
- Support 24/7 for you
- PSD SPOC
- FIM/Silver
- On call negotiator coordinator