Mental Readiness for Frontline Workers in Homelessness Services in Ottawa, Canada

This study investigated factors related to competency by assessing the mental readiness among highly recognized frontline workers in homelessness services (FWHSs) by means of self-completed questionnaires. A total of 35 highly respected FWHSs in Ottawa, Canada were identified by their peers and supervisors as “exceptional” for various specialty areas: addictions, mental health, hoarding, trauma and post-traumatic stress disorder (PTSD). An Operational Readiness Framework was used to examine how FWHSs perform at their best in challenging situations. A series of questionnaires were completed at a Think Tank to determine their mental readiness before, during and after challenging situations. Quantitative and qualitative analyses of mental readiness were performed to prioritize identified challenges. The study findings were then compared to the “Wheel of Excellence” based on results from elite athletes and other high performers such as surgeons, police, and air traffic controllers. The analysis revealed that mental readiness is required to achieve peak performance in addressing the challenges of homelessness. The balance between readiness (physical, technical and mental) and performance contributed to their competency and resiliency. Common elements of success were found: commitment, self-belief, positive imagery, mental preparation, full focus, distraction control and constructive evaluation. This investigation confirmed many similarities in mental readiness practices engaged by excellent FWHSs and other top professionals. This study offered, for the first time, a comprehensive understanding of specific high-performance readiness practices through a streetwise, frontline-worker perspective. Practical recommendations for training and assessment were provided relevant to excellence in homelessness services.