Communication networks within the probation service are fundamental to its day to day running, whether it is through the IT systems, telephones or individual/group interaction on a face to face basis. In terms of information technology the service is indeed heavily reliant on it, and this is highlighted by the fact that on entering Lotus notes I can log onto a database that allows me to search and contact all other probation officers in West Yorkshire. This implies that the majority of probation workers have IT access, and thus utilise components such as email because it is a convenient, quick and easy form of communication, particularly within teams or for disseminating data. Effectively electronic systems have become a key element of communication for the Probation Service, and the trainee has the awesome task of learning how to utilise them effectively, correctly and accurately.
There are however disadvantages to information technology, and as a trainee I have witnessed a few. The first is summed up by an article from a magazine…
“People now talk of
the tyranny of a seemingly endless stream of e-mails, all demanding instant
responses. They complain about emptying their inbox at the end of the day, only
to find the following morning that a further 10 urgent requests have been
sent.”
There is of course also the danger of misunderstanding e-mails, as they do not convey tones well. Although I have not been a victim yet, I have heard of instances where it has occurred. Most importantly I feel however is that e-mail makes it easy to share sensitive information inappropriately or without careful consideration, and so as a trainee I have to be aware of such issues and make sure that I use e-mails, and other forms of organisational systems appropriately and efficiently. However the advantages of information technology do outweigh the disadvantages and as my traineeship continues I feel that I will come to appreciate the role of IT systems more. Through the time I have been with the service I have relied on IT systems in numerous circumstances.
Recording information about offenders that can be clearly understood is a vital aspect of organisational communication. I have has specific training surrounding the correct usage and completing of contact sheets. One of the first things I was told was that the sheets had to be easily understood by whoever needed to read them, and in my experience this is certainly the case for the duty officer. Apart from the contact information there are also enforcement codes and text abbreviations that need to be applied in the correct places and contexts. Having recently completed my first spell as a duty officer I had to access individual cases that I had never read before. The importance of those contact sheets being completed accurately and promptly was vital to me being able to be an effective duty officer who was aware of an individual’s situation simply from reading the information available.
In the case of WW he expressed a desire to see his daughter on a more regular basis, but stated that his estranged partner was making things difficult for him. He added that there was an impending court case to review the situation, but he had heard nothing from CAFCASS, which is the Children And Family Court Advisory And Support Service. I telephoned the agency and inquired into why there had been no communication between my client and CAFCASS, and upon looking into the case they said that a case manager had not been assigned yet, but would soon be on the basis that I had brought their attention to it. WW received written correspondence but asked me to telephone a second time as the initial meeting time for a preliminary interview had been lost. I again telephoned to confirm the meeting place for WW and his case manager.
Liaising with other agencies is a vital part of effective probation practice, and this was no more apparent than in the case of CC. She was given a 9 month CRO for petty theft, but re-offended 6 weeks into the order. She appeared in the local Magistrates Court and I received an e-mail from DD, a court officer, who wanted me to provide a progress report for CC throughout the initial stages of her CRO. Subsequently I emailed a report stating that although progress was slow there had been a change in her attitude and behaviour, and that given the fact she had just started the order she would need more time before any significant changes could be identified. I feel that my report played a significant role in CC receiving a 12 month CRO, which replaced her 9 month CRO. She is a persistent offender and she felt that the court would lose patience with her and send her to prison.
CC’s solicitors sent out a letter to her stating…..
“There was a short report from your
Probation
officer who indicated that whilst that
order was
progressing slowly, progress was
nevertheless
being made. I mitigated the offence on
your
behalf and the magistrates felt that a
fresh 12
month sentence was appropriate.”
Such results show that the communication between myself, CC, the court officer and CC’s solicitors had a positive, effective outcome and that multi agency partnerships can combine efforts and resources to find the best solution/outcome for individuals.
Throughout my traineeship I have liaised with numerous agencies, yet I feel that this is only the tip of the iceberg as the cases we have at the moment are perceived to be low risk. Up until this point I have contacted, or been contacted by numerous outside agencies, including…..
The courts,
solicitors, CAFCASS, GUM clinic, the local Infirmary, Housing,
the police, employment agencies, ETS and DID’s programme staff, hostels, Loal
Addiction Unit.
In working with other agencies confidentiality is an important factor for any trainee to remember, and is discussed at length in KLO 7. There are codes of practice which require probation officers to acknowledge the fact that when sharing information with other agencies there is only so much that can be divulged, present in the Guidance for Exchange of Confidential Information. This is strengthened by the data protection act, which…..
‘establishes procedures and safeguards to
promote
the safe maintenance of good practice and
compliance with the data protection act
1998 and
Section 115 of the crime and disorder act.’
In the early stages of my traineeship I began to question the extent to which inter-agency communication could be effective with the existence of confidentiality provisions that appear to restrict agencies from working together Essentially it is a limit on the flow of information between agencies, and that, as my first impression could lead to ineffective practice. However after studying the various Acts and their justifications for being imposed it must be acknowledged that the three pivotal pieces of legislation, the Public Records Act (1958), Data Protection Act (1998) and the Freedom of Information Act (2000) exist to protect information from improper use, and that the essence of the acts deal with both public and child protection issues, and that is what is of primary importance. Ultimately through extensive reading and talking to my colleagues, I am able to fully appreciate why procedures surrounding confidentiality are in place, and why they need to be maintained and followed at all times.
Communication with other agencies and individuals forms a crucial part of effective probation practice, yet communication within the service (i.e. between staff members and teams) holds just as much a key role in terms of overall importance. As a trainee I am required to undertake supervision sessions with my PDA on a regular basis. Each meeting consists of myself, my PDA and the other trainees who have the same PDA, which in this case are five others. Essentially we have small scale team meetings, and an agenda is set by the PDA of topics for discussion, relating to work, practice problems etc…. The meeting are free flowing discussions and are conducted in a very relaxed atmosphere, however they are nevertheless team meetings and everyone has to contribute in order to make the sessions worthwhile. This gives our team the chance to share problems, experiences and questions, which ultimately aids our individual practice and development. On a personal note I feel that I have a good relationship with my PDA, and know that I am able to discuss not only any aspect of the working environment, but personal issues that I may have.
What I bring away with me from these supervision sessions is important as to how I will conduct my work practices in the future. For me supervision resolves problems and questions and so allows my learning and development to progress. The sessions also add a direction as to what I am working towards, and help me to organize and plan how I will go about the various tasks set for trainees.
There are also team meeting discussions between myself, my PDA and line manager which are primarily conducted to assess how trainees are progressing and whether the work they produce is accurate and concise, and how the trainee feels he/she is progressing and handling their work. These occur every six weeks and also require a lot of input by myself. I feel that such meetings are beneficial not only for myself, in knowing whether I am working effectively and correctly, but also for my PDA (in assessing my learning curve) and my line manager, who is able to make sure that I am aware of the numerous procedures and guidelines that need to be adhered to. In the cases of WW and HH my line manager had to review their progress prior to their ETS restarting after the Christmas break, and she verified the accuracy and content of my contact sheets.
Of course in terms of accuracy and promptness of conveying information my communication skills will play a vital role within the probation officer role. My knowledge and understanding of the role of communications has largely derived from the module ‘Foundation skills and methods’ that I have just completed. There are many forms of communication, but in a probation setting interpersonal communications plays a key role. According to Keats (2000)….
“The distinctive
feature of the interview is that it is carried out orally, which means that
factors relating to interpersonal communication becomes important.”
Ultimately I feel that a successful assessment involves the client being active rather than passive in that he/she makes signs to show that they are paying attention to what is being said, whether smiling, nodding or frowning etc….If this is not the case I look towards drawing on what I have learned about motivational interviewing with the aim of trying to actively engage the offender. This need for communication to be effective can be transferred to the office environment, in that I find myself looking for similar signs when communicating with my colleagues, my PDA and line manager. The result is that effective communication leads to a fluent, accurate exchange of information, which in turn leads to effective probation practice and on a personal level and accelerated development in the level of understanding of my role as a trainee probation officer.
Furthermore communication also extends beyond the office environment, and the same principles have to be extended to other agencies and individuals. In the majority of liaisons verbal communication plays a key role when I use the telephone to convey or request information. I have used this type of communication to numerous agencies, including the court, housing and the hospital. With this type of communication there are many potential opportunities for misunderstanding and confusion, so I find myself speaking as clearly and concisely as possible in order to minimize the chances of misunderstandings.
Communication with an offender primarily begins at the initial meeting which takes the form of the induction process. This is the start of the relationship, and the development of such a relationship is critical to it being effective. When I first started my traineeship one of the first questions I asked myself was how to draw a distinction between a formal, professional relationship and an informal, social one. This can be best dissected by Lawrence Brammer (1993)……
“Within formal
contexts the relationship takes the form of an interview, a structured, helping
one in which usually only two persons are involved…Informal ones grow naturally
out of social patterns already established and need no formalities or rituals.”
By making that distinction I feel I have been able to develop effective relationships with my clients, and I aim to make sure that issues of diversity and discrimination do not impact on further development. Discrimination has been discussed throughout the KLO’s (notably 2 & 7) but in this instance it must again be mentioned in that such issues can destroy a relationship in an instant. This is particularly relevant to my own caseload, and the possible scenarios of my personal discriminations becoming apparent to each offender would destroy the professional relationships and respect gained, resulting in a possible regression by the client.
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