For more information about TERROS programs, services and appointments call (602) 685-6000 ext. 1950 Para asistencia en español, marca (602)685-6000 ext. 1900. If you are in a behavioral health crisis please call Crisis Response Network (CRN) at 602-222-9444.
TERROS Coaching Model Supports Recovery
TERROS takes recovery seriously, and understands that a key element of recovery is treating persons served with dignity and respect. TERROS also knows that if the agency does not treat its front line staff and other customers with dignity and respect, the people served could suffer as well. For almost a decade, CEO Dale Rinard and Vice President of Crisis and Prevention Services Larry Villano, have been providing management staff with a practical tool called the Coaching Conversation Model, which embodies recovery values. As part of the Coaching Clinic, management staff members are taught that their staff very likely has the best solutions and how to elicit these solutions using a “coach” approach. In the Introductory Coaching Clinics, supervisory staff members from every level learn not only the mechanics of the coaching conversation, but how this mode can serve as an important tool to demonstrate dignity and respect to their staff. Management learns how to balance the role as manager with also being a coach. Thus, the importance of recovery and other outcomes is not lost; however, the method used to achieve these outcomes is just as important as the outcomes themselves. In the Advanced Coaching Clinic, managers have more opportunities to practice the coaching model. The class also teaches how the model connects with the core principles in the management book “First, Break All the Rules.” The class reminds that the coaching approach may not be the easiest management style, but it is consistent with the values around recovery. Both the Crisis Response Network and CHOICES Network of Arizona have both participated in the Coaching Clinics. There is much talk in the behavioral health community about recovery. There is much less talk about how the interface between management and direct service staff can sustain a corporation’s recovery infrastructure. The TERROS Coaching Clinics help to create and maintain a corporate atmosphere conducive to recovery.