Consistency is King
What builds the most trust with clients?
Consistency
What type of talk spreads negativity the fastest?
Side conversations / gossip
When is the best time to bring concerns to leadership?
As soon as possible, privately, and professionally
Are groups optional or mandatory?
Mandatory
Staff consistency most directly supports which client outcome?
Stability in recovery
True or False: Letting one small rule slide doesn’t affect the program.
False
True or False: Venting to peers usually solves issues.
False
True or False: Bringing a concern also means bringing a solution.
True
Phones are restricted for the first how many hours unless approved?
72 hours
True or False: Ignoring small rule violations helps keep the peace.
False
When rules are enforced differently, what do clients often do?
Staff-split / manipulate / test boundaries
Negativity often shows up as what before it’s obvious?
Tone, sarcasm, disengagement, eye-rolling
Which approach is better?
A) “This rule is stupid”
B) “I’m struggling with how this rule impacts my shift—can we talk?”
C) "This is never how we've done it so I am going to just do it how I have always done it."
B) “I’m struggling with how this rule impacts my shift—can we talk?”
Name Two reason a client could be put on phone restriction.
Using FaceTime/video calls
Not turning phone in on time
This is the correct response if a client says, “The other staff lets me.”
“I’m going to follow policy and check with leadership if needed.”
Consistency protects staff from what common complaint?
“That’s not what the other staff lets us do”
This is the healthiest place to bring frustration about policies or decisions:
Direct leadership / supervisor
When raising concerns, focus on this—not personalities:
Behavior, policy, or process
True or False: Clients may enter rooms they are not assigned to.
False.
If you disagree with a policy, your responsibility is to:
Enforce it and address concerns through proper channels
This phrase explains why consistency matters in treatment.
“Structure creates safety”
Negativity hurts morale most when it does THIS:
Undermines trust in leadership or staff unity, tears down other staff members.
The fastest way to lose credibility when communicating concerns is:
Complaining publicly or going around leadership
List TWO items that are NEVER allowed in client rooms.
Food, medications, vapes, mouthwash, razors, extension cords
Strong teams are built on this balance:
Accountability and respect