Appendix I - Code of Conduct
Code of Conduct for Help-Seekers and Help-Providers on the MindSkiller CONNECT
service
Etiquette for help seekers and help providers
General etiquette for video-conference educational support:
- Set up a suitably quiet space, free from distractions, especially for a virtual appointment.
- Lighting is important. Don't sit with your back to a window as bright light may flood your camera obscuring the other person’s view of you.
- Set up your device so it is stable and at eye level. You will have a better appointment if you are not holding your device. Establish a close up view rather than a distant view. Ensure you are within the frame
- Have a stable internet connection. Where possible, avoid engaging CONNECT when you are moving, for example in a car or a train.
- Have a stable internet connection. Where possible, avoid engaging CONNECT when you are moving, for example in a car or a train.
- If you are meeting each other for the first time, introduce yourself.
- Explain when you may break eye contact, for example to make notes.
- Be mindful of your attire and the cleanliness of your immediate environment.
For help providers:
- Physical presentation: wear appropriate attire, wear a name badge if you would like to identify yourself.
- Physical environment: limit clutter, select a secure room to ensure the privacy of the person seeking your help, have an alternative power source in case of unforeseen technical issues
- Verbally confirm and document instances where consent is required.
- Ensure the help seeker is aware of any fees for service or other consequences.
- Where you are utilising an interpreter, be clear on your plans for such an engagement ahead of time.
Verbal communications
- Be polite, courteous and respectful.
- Enunciate your words clearly.
- Repeat back what the other person has said in situations where understanding and comprehension are important.
- Encourage the other person to clarify or repeat something said to ensure understanding.
- Allow ample pause, about 5-10 seconds or longer depending on the situation.
- Use understood Prompts: When signalling that you would like to wind up. say for example, “I’m ready to wind up” or “I'm ready to say finish”. This will give the other person fair warning to complete their sentence.
Non-verbal language
- Positive non-verbal cues are encouraged (e.g. head nodding, leaning forward) to affirm that you are engaged.
- Limit amount of hand gesturing, fidgeting, or negative body language (e.g. crossed arms).
- Maintain eye-contact (ensure camera is well-positioned) as much as possible when speaking and listening to the other person.
- Identify the goals of the episode of educational support.
- For example: to engage in a brief episode of person-centred educational support in a safe and engaging manner regarding specific subject matter. Precisely articulate that subject matter and pose questions to be discussed.
Eligibility to use the service
You may be asked to prove your age when undertaking the CONNECT service if
a help
provider suspects or believes that you are under the age of 16 and/or have
misrepresented your age as being over 17 when you appear to be aged 16-17.
Unacceptable behaviours
- Behaviour that is malicious, unlawful, defamatory, obscene, threatening, harassing, abusive, slanderous, hateful or embarrassing to any other person will not be tolerated.
- You may not impersonate any other individual. This is different from using a pseudonym.
- You may not use the CONNECT service in a frivolous or vexatious manner.
- Using the CONNECT service while intoxicated or under the influence of narcotics will not be tolerated.
- Individuals who have not previously met but who meet for the first time using the CONNECT service, must not engage in a personal or sexual relationship either during or subsequent to their meeting on CONNECT. CONNECT is not a dating service. All users must feel safe knowing that personal, romantic and sexual relationships are indefinitely off-limits (if individuals meet for the first time on the CONNECT service).
- CONNECT is a healthcare enhancement service.
- We have a no smoking and no vaping policy during a virtual meeting. We have zero tolerance policy towards any incitement, encouragement or implicit approving attitude towards self-harm to self, suicide, harm of others, illicit substance use, dangerous or risk taking behaviours, bullying, abuse, stalking, cyber-bullying, restricted eating or other measures to lose weight, or any harmful ideas or behaviours.
Feedback and Complaints
You may voice any concerns that may arise from your experience of the
CONNECT
service at support@mindskiller.com