The Policy Resource Glossary
Click on each glossary entry below for an expanded definition.
The term "consumer" is used respectfully throughout this Resource to refer toa person with lived experience of mental illness/recovery who accesses treatment, care and/or support. We prefer "person-first" language, and where possible we use it. However, to assist with ease of reading, the term "consumer" is used.
Different labels may used to describe any person according to particular situations; for example, student, job-seeker, parent, member, participant, employee, individual, young person, older person; CMOs may use this type of (or other) terminology where we use "consumer".
What is most important is that we recognise and express that we are all people - sometimes being helped by, and at other times helping, other people; it is not "them and us" - it is "all of us".
Note: we are not prescribing particular terminology; it is up to the CMO to consult with people who access its services and then determine what terminology will be used.
Decision Making, Rights & Feedback items
Relates to supported decisions, dignity of risk, feedback, personal records, privacy, abuse, injury and neglect.
Family, Community & Diversity items
Relates to broader context and natural support networks.
Recommended directions which require critical evaluation, and shaping to unique circumstances, before being accepted or used.
Rules about what should happen and why.
Policy Resource Categories
Policy Resource Items
Template-style samples, information brochures, checklists, links, diagrams, and flowcharts. Click here to see Policy Resource item categories.
How people do things in a consistent way to put the policies into practice. Procedures may be part of a policy, or may be written in a separate document.
Promotion & Prevention Items
Relate to individual support, integration, medication, health and participation.
We use "Recovery" to refer to Personal Recovery, which includes: a meaningful and dignified life; journey; relapse; healing; hope for the future; choice in support and treatment; safety; wellbeing; employment; stable accommodation; physical health; meaningful social of activities and management of symptoms. Personal Recovery is much broader than Clinical Recovery, which focuses on reduction of symptoms. For more information on recovery read the NSWCAG/MHCC Recovery Project - Literature Review.
(or "Recovery Partner" or "Recovery Coach" or "Key Worker" or similar)is an employee who supports a person with lived experience of mental illness to:
- identify their values, strengths and goals
- work out what needs to be done to realise goals
- take goal related actions
- keep on track and maintain hope for the recovery journey
- build on personal strengths and networks
Note: we are not prescribing this terminology; it is up to the CMO to
determine what terms will be used to describe positions and roles.
Acknowledge that the person with lived experience of mental illness is the expert in their unique recovery journey.
What do Recovery-Oriented Services look like?
Recovery-Oriented Services express the following features:
- Are person-centred
- Promote self-determination and individual responsibility
- Treat people as equals
- Are culturally respectful
- Emphasise strength and wellness
- Foster hope & empowerment; use empowering language
- Retain staff who work within a recovery framework and have a positive attitude that reflects that recovery is possible
- Strike a healthy balance between personal risk and growth
- Support community integration & social inclusion
- Provide a variety of support options, and understand that medication is one component in a person's recovery journey
- Recognise that the lived experience is essential in informing service delivery
- Challenge stigma and discrimination
- Facilitate consumer participation
- Protect human rights
- Encourage family & peer support, and acknowledge the benefits
Research and Development Items
Relate to research, evidence-based practice, and development.
The Recovery Oriented Service Self-Assessment Toolkit is designed to assist organisations and staff to:
- Assess their level of recovery oriented service provision;
- Reflect on both individual and organisational practice in relation to recovery oriented service provision; and,
- Identify areas requiring improved practice in delivering recovery oriented services.
Service Access Items
Relate to service coordination, as well as service entry, exit and re-entry.
Service Management Items
- principles, responsibilities, and procedures across the organisation
- direction and guidance in day-to-day operations
Files which are already formatted. Sample policies in the Policy Resource are presented as templates for CMOs to review and adapt.