Clear Path Program: Manager Assist Case Study

An APS Manager was referred to the Clear Path program’s Manager Assist Pathway following concerns raised by the department’s Rehabilitation Case Manager (RCM). The manager reported difficulty in supporting a neurodiverse staff member whose challenges with emotional regulation and disproportionate outbursts were impacting team dynamics. The manager also described a lack of confidence in her ability to manage neurodivergent employees effectively.

Pre-Screen Findings

Prior to commencing the program, the Manager Neurodiversity Confidence & Awareness Screening Tool was completed. The results highlighted key areas of need:

• Knowledge (Score: 8/18 – Needs Development)
  Limited awareness of how neurodivergence influences behaviour, communication, and workplace needs. Only partial understanding of legislative responsibilities.

• Confidence (Score: 10/18 – Developing)
  Low confidence in initiating supportive conversations, managing performance, or setting clear expectations with neurodivergent staff.

• Access (Score: 8/18 – Needs Development)
  Limited awareness of internal processes, supports, and practical tools available to assist with workplace adjustments.

• Beliefs (Score: 15/18 – Confident)
  Strong underlying belief in the value of neurodiversity and the importance of psychological safety.
  
  Total Score: 41/72 – Developing Awareness

This indicated that while the manager held inclusive beliefs, she required significant support in knowledge, practical tools, and confidence. The manager identified her main goal as gaining practical strategies to manage a specific staff member, including handling emotional regulation challenges, clarifying adjustments, and building confidence in her leadership approach.

Coaching Intervention

The manager participated in a 90-minute coaching session with a Clear Path Coach. The session focused on three priority areas:

1. Clarifying Adjustment Needs
   Guided discussion on recognising early signs that adjustments may be required.
   Practical examples of reasonable workplace adjustments, including modified
   communication methods and structured feedback.
2. .Building Leadership Confidence
   Exploration of inclusive leadership practices tailored to neurodivergent staff.
   Emphasis on balancing empathy with clear performance expectations.
3. Strengthening Communication Skills
   Introduction of structured communication frameworks and scripts, including:
   – SBI (Situation–Behaviour–Impact) for non-judgemental feedback.
   – CARE (Curious–Ask–Reinforce–Explore) for collaborative problem-solving.
   – BIFF (Brief, Informative, Friendly, Firm) for managing heightened emotions.
   – Start–Stop–Continue for habit-setting within the team.

Example coaching scripts were provided to help the manager de-escalate situations and maintain psychological safety, such as:

• “I will always treat you with respect. In return, I need communication that is civil and safe. Throwing objects, slamming files, or shouting is not acceptable. If emotions run high, I’ll pause our discussion and reconvene when we’re both regulated.”
• “I’m hearing some frustration. Do you need time, clarity, or help?”

The session concluded with the provision of a tailored resource guide for ongoing reference.

Follow-Up & Outcomes

A 30-minute follow-up session was held four weeks later. The repeat screening showed notable improvements across all domains:

• Knowledge: 13/18 (Developing → Strong Developing)
• Improved understanding of neurodivergence, legislative obligations, and adjustment needs.
• Confidence: 15/18 (Developing → Confident)
• Reported confidence in holding supportive conversations, addressing performance issues fairly, and using scripts/tools in real-time.
• Access: 12/18 (Needs Development → Developing)
• Now aware of organisational processes and key contacts for guidance, as well as external resources.
• Beliefs: 16/18 (Confident → Maintained)
• Continued strong belief in the value of inclusion and psychological safety.

Total Score: 56/72 – Well-Equipped

The manager reported:

• Successfully using the SBI framework to provide feedback to her staff member, which was well received.
• Greater confidence in setting boundaries while maintaining psychological safety.
• Reduced frequency of outbursts within the team, attributed to proactive adjustments and clearer communication.
• A stronger sense of personal leadership capability and less reliance on external escalation.

Conclusion

The Manager Assist Pathway equipped the manager with knowledge, practical strategies, and confidence to better support her neurodivergent staff member. The shift from “Developing Awareness” (41/72) to “Well-Equipped” (56/72) demonstrates measurable growth. Importantly, the intervention contributed to improved staff engagement, reduced conflict, and strengthened leadership capability. This case highlights the value of targeted coaching and practical tools in empowering managers to lead inclusively and foster safe, supportive workplaces.