Preventative > Peer Support Program


What is a Peer Support Program?
A workplace Peer Support Program comprises a group of employees who have been trained and skilled to provide emotional support and assistance to staff. Equipped with these skills, peer support workers make themselves available to listen and talk with colleagues who may be experiencing work and personal-related concerns. The main objective of a peer support program is to resolve employee and workplace problems before they escalate to crisis levels. Peer support workers also regularly refer staff to professional counsellors, mediators, career consultants and corporate coaches.


How does a Peer Support Program Work?
A peer support program is part of a human resource strategy. Organisations that have implemented peer support programs generally appoint a professional Employee Assistance Program provider to help with the necessary selection, recruitment and training of employees considered suitable for the role.

The selected peer support workers attend a tailored training program where they learn basic counselling and referral skills. Upon completion, these staff members make themselves available to workplace colleagues who wish to speak to someone they trust in confidence and private about workplace, relationship and personal issues and refer the person to the appropriate service after one or two support sessions.

In addition to providing a basic counselling service, peer support members refer colleagues to professional counsellors, doctors and other specialists. At times, peer support workers may receive clinical support and supervision from their Employee Assistance Provider, particularly for issues they find challenging. They also seek the support of other peer support team members.

Is a Peer Support Program for You?
To become a peer support team member an employee will need to have certain personal skills and abilities. Employees who make effective peer support members demonstrate some of the following qualities:
• good rapport with colleagues
• respect for management and union
• committed to the organisation
• sensitive to the problems of others
• willing to accept and help others
• good listening skills – open and non-judgmental
• free of major personal problems
• caring
• able to avoid giving advice
• able to communicate effectively
• understand the importance of confidentiality
• able to allocate time for peer training and associated duties
• aware of their own personal limitations
• able to deal with another person’s emotions
• able to consult with others both internal and external to the organisation
• understand referral processes (eg to doctors and professional counsellors)

The next step in becoming a peer support member is to find out if your organisation has a Peer Support Program in place. Speak with your manager or human resource officer. If your organisation does not have a formal peer support program, discuss the option of creating and implementing one. ITIM provides the necessary selection and training service.

What are the Benefits of a Peer Support Program?
There are many benefits associated with having a peer support program in your organisation.

Benefits for employers include:
• increase in morale
• positive and improved communication networks
• workplace barriers broken down
• increase in the level of trust and commitment to the organisation
• stronger and more positive teams
• increase in productivity and attendance at work
• a developed ‘helping network’ throughout the organisation
• quick and effective processes to address workplace issues
• less crises and critical incidents following discussion of issues that concern staff
• early intervention and referral processes facilitated


Many of ITIM’s client organisations report how many workplace problems that could have become serious were prevented because the employees involved spoke with a peer support team member. Employees are more likely to talk with colleagues they know and trust about issues, particularly workplace concerns. This is because the peer support worker is familiar with the organisational culture and practices and has a previously developed relationship with the employee who has come to them for help.

To date, organisations that have contracted ITIM to implement peer support programs note that staff usage is around 20 per cent.

Why Choose ITIM?
ITIM has been providing training and assisting in selection of peer support personnel in organisations across Australia for over 15 years.

ITIM has a wide range of experience in developing and implementing appropriate programs from large emergency service organisations to small businesses committed to supporting their personnel and acting proactively to create a positive, productive work environment.