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Handling Complaints about Peer Support

Complaints about peer supporters always cause concern for program co-ordinators. The following examples assist us to look at the issues.

Case 1: The co-ordinator of a peer support program in a mining town received a letter complaining about the actions of a peer supporter. The letter claimed that in response to a request for advice from a worker, the peer supporter named in the letter had taken on an inappropriate relationship counselling role and had caused even more problems for the worker and his partner. The letter was written in general terms and was unsigned.

Case 2: The peer support program co-ordinator at a country Health Service was informed by a senior member of staff that complaint had been received relating to a lack of confidentiality within the program. When more specific information about the problem was sought from the manager raising the issue, none was given.

All peer support programs need to be vigilent about the activities and practices of program members. While some complaints may stem from the "mischief making" that seems to plague some organisations, there are other complaints which sound a warning for the program. Peer support teams would benefit from considering the following steps.

  1. Ensure the selection of new peer supporters is a process which ensures the program gets participants with a high level of integrity. If selection is a problem with your organisation, get advice from those in other programs.
  2. The initial peer support training needs to emphasise confidentiality and the importance of staying within the peer support role as fundamental to the program, not optional extras for consideration. Often, peer support training can become overly concerned with stress issues and the program guidelines get too little coverage.
  3. Raise potential problem issues at on-going training sessions to reinforce the policies of the program. The use of scenario exercises is a great way to remind peer supporters of what's the most appropriate action to take.
  4. Ensure all in your organisation are aware of the peer support role and the types of situation or event where it's appropriate to seek peer support help, as well as those where other sources of assistance, such as the EAP, should be sought.

Have a complaints policy for your peer support program and ensure managers, especially, know who to contact should an issue with the program arise, or the behaviour of a peer supporter be of concern