Introduction to the Support Worker Role
Nau mai hoki mai -Welcome back to your online learning. In this topic we will examine the role of a support worker. We will then explore the aims and challenges of the health and wellbeing sector in New Zealand and how these challenges impact on this role.
Me ruku ki te kaupapa! - Let's dive into the topic!
Roles of a Support Worker
Support workers play an important role in helping people with health and wellbeing related challenges to carry out daily tasks and be as independent as possible. They support and work collaboratively with health professionals to care for people in a variety of settings such as private homes, hospitals, group homes, clinics, marae or residential homes.
All support workers must work within the professional boundaries of their role, which are usually outlined in their job description. They are also expected to follow important legal and ethical guidelines. These include:
- Privacy and Confidentiality: Abiding by the Privacy Act 2020 to protect tāngata personal information.
- Health and Disability Commissioner (Code of Health and Disability Service Consumers’ Rights) Regulations 1996 : Ensuring the rights of clients are respected, including the right to be treated with dignity and receive appropriate care.
- Health and Safety at Work Act 2015: Following health and safety protocols to ensure a safe environment for both tāngata and workers.
- Vulnerable Children Act 2014: Ensuring the safety and well-being of children, including mandatory reporting of suspected abuse.
- Code of Conduct: Adhering to the relevant Code of Conduct for support workers, which outlines the ethical and professional standards expected in the role such as the Health Information Privacy Code 2020
Health and Disability Services Consumers’ Rights
Let’s take a closer look at the Code of Health and Disability Services Consumers' Rights. This code sets out the rights of people receiving health or disability services in New Zealand, ensuring that everyone is treated with respect, fairness, and care.
Health and Disability Services refer to a wide range of services provided to support health and well-being. These include:
- Public and primary healthcare
- Hospitals
- Mental health services
- Aged care
- Disability support
A consumer (or service user) is anyone who uses or is affected by these services. A provider is any person or organisation that delivers health and disability services, including support workers.
Health and disability services are regulated by laws and guidelines, including the Health and Disability Commissioner (Code of Health and Disability Services Consumers' Rights) Regulations 1996. This code is essential because it protects the rights of service users and ensures they receive high-quality, respectful care.
As a support worker, you have a key role in making sure these rights are upheld. By understanding and applying the code in your daily work, you help ensure that service users feel safe, heard, and respected in every interaction.
Mātakitaki-watch this video from the Health and Disability Commissioner. It illustrates what respecting consumers’ rights looks like in practice.
Video Title: Respecting your rights
Watch Time: 3.50
Post watch task: Answer the following questions:
- How many consumer rights are there?
- Consumers have rights and providers must take action to do what?
- In your own words, briefly explain Right #10
Source: Health and Disability Commissioner: YouTube
Provider and Consumer Titles
Titles can be confusing and change over time. Let’s explore the different titles used for support workers, who are the providers of health and disability services, and for consumers, who are the receivers of these services.
Support Worker Job Titles
There are many types of support workers, each playing a vital role in providing health and disability services. Each title reflects specific duties and areas of focus within the broader support framework, contributing to comprehensive care and assistance for consumers.
Here are some common titles:
- Mental Health Support Worker
- Addiction Support Worker
- Community Health Worker
- Health Care Assistant
- Disability Support Worker
- Primary Care Assistant
- Whānau Support Worker
- Family Support Worker
- Home Support Worker
- Home Care Assistant
- Residential Support Worker
- Aged Care Worker
- Youth Worker
- Peer Support Worker
- Kaiāwhina Tiaki Tangata
Consumer Titles
In health and disability services, consumers may be referred to by various titles. The titles used may depend on the area you work in, the specific type of service being provided or reflect evolving cultural norms, understandings, and awareness about person-centered care.
You may come across the following titles:
- Client
- Service user
- Patient
- Individual
- Person
- Participant
- Tangata - person (singular)
- Tangata whai ora/ Tangata whaiora - person seeking health/wellness (singular)
- Tāngata - people (plural)
- Tāngata whai ora/ Tāngata whaiora - people seeking health/wellness (plural)
In alignment with person-cantered care principles, there has been a shift from using the term "patient" to "person" or to "individual". This shift emphasises the person's central role in their care, reflecting a focus on respecting the individual's preferences, values, and needs, and treating them as active participants in their own care.
Reflection
Reflect on the list of titles for the people receiving health and disability support services. Consider the following questions:
- As a receiver of services, what would you like to be called and why?
- How might the choice of title impact your sense of dignity and respect?
- Do different titles reflect varying degrees of power or autonomy in the service relationship?
- How might a specific title influence your interaction with the service and your overall experience?
Support workers have a variety of tasks and duties that depend on the environment they work in and their level of training. Click on the expand button to see examples of these:
Assisting with daily activities such as bathing, dressing, and grooming. Motivating tāngata to engage in exercise and movement to enhance their overall well-being. Assisting with movement, including transferring, walking, and using mobility aids. Maintaining a clean and safe living environment
Observing and recording changes in the health status of individuals, including vital signs and symptoms. Collaborating with healthcare professionals to ensure that health needs and treatment plans are effectively managed. Administering or reminding individuals to take prescribed medications.
Helping with household tasks like cooking, cleaning, and shopping. Transporting and accompanying to appointments. Demonstrating and supporting new life skills, such as budgeting, meal planning, and time management. Helping tāngata manage their schedules, appointments, and personal responsibilities.
Providing companionship, emotional encouragement, and a listening ear. Support the person’s family by listening to them and giving advice on how they can be supportive. Helping the person to develop coping strategies and emotional regulation skills to manage stress and challenges.
Helping tāngata to learn new skills. Supporting them to develop new hobbies and interests. Assist with setting and achieving goals. Encouraging and supporting the building and maintaining of meaningful relationships and social networks.
Assisting with physical or mental exercises, therapy routines, or other rehabilitation activities. Aiding in activities that promote recovery and independence, such as mobility training, daily living skills practice, and cognitive exercises. Tracking and reporting progress in rehabilitation programs to ensure goals are being met and adjustments are made.
Helping tāngata express their needs and preferences, and ensuring their rights are respected. Acting on behalf of tāngata when necessary to ensure their needs are met, their preferences are honoured, and any issues or concerns are addressed appropriately. Assisting with the making of informed choices about their care, treatment, and daily activities.
Completing necessary documentation and maintaining accurate records related to care and support. Helping tāngata apply for various forms of assistance, such as ACC funding, social services, or financial support. Aiding tāngata in finding job opportunities, preparing for interviews, and navigating the employment process. Assisting in locating and securing suitable housing or residential options.
Being a support worker means having the right mix of skills, knowledge, and personal qualities. But what exactly are those? It’s time to explore! Take a moment to do your own research—start by checking out the Job Profiles section on careers.govt.nz. You can also look at job descriptions on job search websites. Once you've gathered your findings, fill in the documentation tool to reflect on what makes a great support worker.
H5P here
In this section we take a look into the aims of the health and wellbeing sector in Aotearoa New Zealand and how these may cause challenges and impacts for you in your role as a support worker
Aims of the Sector
New Zealand’s health and wellbeing sector aims to provide high-quality, accessible, and equitable (fair) care for all people, with a particular focus on improving outcomes for Māori and Pasifika communities. This aligns with the principles of Te Tiriti o Waitangi and an ongoing commitment to reduce health inequities.
Here is a review of the key aims, some of which we have discussed previously:
- Equitable Health Outcomes: Aiming to reduce health disparities, particularly for Māori, Pasifika, disabled and other vulnerable groups.
- Improving Health Outcomes: Enhance overall health outcomes for all New Zealanders
- Voice at the Heart of the System: Ensure that people, whānau, and communities have greater control and influence over health decisions and how services are designed
- Person- and Whānau-Centred Care: Ensuring that health services are tailored to meet the needs of individuals and their whānau.
- Integrated Care: Promoting better coordination between health services and social services to provide holistic care.
- Preventative Care and Health Promotion: Shifting the focus from treating illness to promoting wellness, reducing the burden on the healthcare system.
- A Learning Culture: Promote continuous learning, quality improvement, and innovation within the health system.
These aims are part of creating a health system that honours Te Tiriti o Waitangi, is inclusive, and supports the health and wellbeing of all New Zealanders
Challenges and Impacts
The goals of the health and wellbeing sector aim to provide fair and effective care for everyone. But there are challenges that can make it difficult to meet these goals. Some of these challenges come from the aims themselves, while others come from outside factors, like limited resources and high workloads.
Let’s take a look at some of the challenges you might face as a support worker, and how they can affect your work:
- Workforce Shortages: There is a growing demand for healthcare workers, including support workers, but workforce numbers are not keeping pace with the demand. As a result support workers may face increased workloads, longer hours, and higher levels of responsibility, which can lead to physical and emotional exhaustion. This impacts the quality of care they can provide and their own well-being.
- Health Inequities: Despite efforts, health outcomes for Māori, Pasifika, and other vulnerable populations remain poorer than those for the general population. Systemic barriers, cultural insensitivity, and a lack of resources in communities contribute to these inequities. The requires support workers to navigate these issues while working with tāngata and whānau, often advocating for their clients to receive fair and equitable care. This can add emotional strain and increase the complexity of their role.
- Funding and Resource Constraints: The health system often faces financial constraints, limiting the resources available for both staff and services. Support workers may not always have access to the tools, training, or resources they need to do their job effectively. This can result in feelings of frustration when they are unable to provide the level of care they know is needed. This can lead to job dissatisfaction and lower morale.
- Collaboration and Integration: There is a move toward integrated care, coordinating between different services—such as healthcare providers, social workers, and housing services—but this can be complicated and time-consuming. Support workers often act as a bridge between various services. However, a lack of communication or clear pathways between services can make their job more difficult, leading to inefficiencies and potential delays in getting the right support for clients.
- Cultural Competence: The health system is working towards being more culturally responsive, particularly in relation to Te Tiriti o Waitangi obligations. Support workers are often expected to provide culturally appropriate care but may not always have received the necessary training or support to do so. This can create stress and uncertainty, especially when working with diverse populations.
- Professional Development: Ongoing learning is essential for support workers, helping you stay up to date with industry changes and new practices. However, due to the demanding nature of the job, including high workloads and time pressures, finding time for professional development can be challenging. Without regular access to training, support workers may feel underprepared for their roles and responsibilities, which can affect both confidence and the quality of care provided.
- Emotional Impact: Managing expectations, dealing with limited resources, and witnessing the impact of healthcare disparities can have an emotional toll on support workers. This could result in frustration, stress, and compassion fatigue while striving to provide the best possible care under challenging circumstances.
Working as a support worker is highly rewarding, as you play a vital role in improving the lives of individuals and their whānau. However, it also comes with challenges that can affect your work and well-being. By understanding these challenges you can better navigate them in your role. Being aware of these impacts not only helps you manage your own well-being but also ensures you continue to provide the best care for those you support.
End of Topic
That brings us to the end of this topic, where we’ve introduced you to the role of a support worker. By now, you should have a clearer understanding of what the role entails, including the key characteristics and qualities needed to succeed, as well as the challenges you may face while working in the healthcare sector.
As we continue through this programme we’ll build on this foundation, helping you grow your skills and confidence to provide the best care for tāngata whaiora.
Haere tonu ki te mahi pai!-Keep up the good work!
