Course Profile

Course Profile: Working with Families of Service Users (1-2 Days)
Support workers’ efforts to provide the very best service to people is often hampered by poor relationships with their families who may be seen as “not giving a damn” or indeed interfering.
This course aims to help support workers understand the complex triad relationship and as a result work in a more empathic way. Participants will explore a range of issues related to family dynamics and how the service user functions within this. This course will provide many ideas on how to engage with family members in a cooperative and positive way and what to do when the dynamic is damaging the person.
The course is informed by the Assertiveness Theory, the Code of Practice for Social Care Workers and the Mental Capacity Act. It is set in the context of the Care Act (2014), supports the Social Care Commitment and will help organisations meet the CQC Fundamental Standards. It links with the Code of Conduct for Healthcare Support Workers and Adult Social Care Workers in England (Skills for Care and Skills for Health, 2013)
The course provides some knowledge for
QCF: HSC 3038
NHS KSF: Core 1; level 3
Care certificate: 1, 3, 6, 7.3
The course is designed for health & support workers in a variety of settings and with a range of service user groups.

Learning outcomes

By the end of the course learners should understand:

  • What is meant by the ‘family’, the variation in family composition & cultural diversity
  • The function of the family-the positives and negatives of family life
  • What is meant by the ‘dysfunctional’ family
  • The life path that families expect to follow
  • The impact that a disability/vulnerability of a family member can have on the family
  • How family behaviour can adapt; incl. compensation, over-protection, withdrawal etc.
  • The experience of a ‘living bereavement’ and display of emotions such as anger, guilt etc
  • How this might translate into behaviourand lead to a range of challenges for the service
  • How to establish a cooperative and appropriate relationship with family members
  • What would be appropriate boundaries and the consequences of breaching these
  • How to involve family in the support process, formally and informally and when this would not be appropriate; Capacity and the relationship with the Mental Capacity Act
  • How to ensure that the family receives appropriate support
  • What is assertive behaviour and how to apply assertiveness skills with family members
  • Advocating for service users
  • How to deal with complaints
  • How to diffuse difficult situations
Training methods utilised take into account the learning needs of attendees as well as the challenging nature of the subject and include:  Presentations, Role-play, Trust exercises , Word-storming, Feedback, Discussion, Tutor presentations, PowerPoint, Group work