Building mental health confidence across the workforce
with Pinnacle
Building mental health confidence across the workforce
with Pinnacle
As pressures on New Zealand’s health workforce continue to grow, Pinnacle recognised the importance of supporting the people who care for others. By investing in Mental Health First Aid training, the organisation equipped employees with practical skills to better support colleagues, patients, whānau and themselves.
Through a workplace-wide commitment to mental wellbeing, Pinnacle helped increase mental health literacy, encourage help-seeking behaviours and build confidence in responding to people experiencing mental health challenges.
Key outcomes
Nearly 25% of the workforce trained in Mental Health First Aid over a two-month period
Strong employee demand and engagement with the programme
Increased confidence supporting people experiencing mental health challenges
Improved mental health literacy and awareness
Practical application of skills both inside and outside the workplace
The challenge
Supporting wellbeing in a workforce under pressure
Pinnacle serves communities across much of the central North Island, supporting more than 450,000 enrolled patients through a network of 85 general practices. As a healthcare organisation, Pinnacle recognised that supporting employee wellbeing is essential. Many staff members provide care and support to whānau and communities, while also navigating the increasing pressures facing New Zealand’s health workforce.
The organisation wanted to ensure that work contributed positively to employee wellbeing rather than adding to the challenges people may already be experiencing. While a range of wellbeing initiatives were already in place, including health promotion activities, leadership development, diversity and inclusion training, employee assistance programmes, wellbeing vouchers and discretionary leave, the organisation identified an important gap.
Mental Health First Aid training was seen as a missing link in its wellbeing approach. Pinnacle wanted to strengthen mental health literacy, reduce stigma and encourage early help-seeking behaviours. It also wanted to give employees the knowledge and confidence to support people experiencing mental health challenges and connect them with appropriate help.
Understanding the risk
Recognising the importance of early support
Pinnacle understood that supporting mental wellbeing requires more than providing services when people are already struggling.
The organisation saw value in helping employees recognise the signs of mental health challenges and respond in a safe, practical and supportive way.
Mental Health First Aid was viewed not only as a way to support others, but also as an opportunity for employees to strengthen their own mental fitness and wellbeing. The goal was to help people feel more confident having conversations about mental health, reduce barriers to seeking support and contribute to better outcomes for those experiencing challenges.
The response – making mental health support accessible across the organisation
Following a recommendation from the Pinnacle Wellbeing and Safety Committee, Mental Health First Aid training was made widely available to employees across the organisation. Pinnacle selected the Mental Health First Aid Aotearoa programme, a two-day course designed to provide practical, caring responses to people experiencing anxiety, depression, psychosis or other mental health challenges.
Opening the programme to everyone
Rather than limiting participation to specific roles, Pinnacle invited all employees to express interest in attending. The response was overwhelming, with demand exceeding available places and creating a waiting list of interested participants. Over a two-month period, almost a quarter of the workforce completed the training. The organisation also committed to continuing to fund the programme for any employee who wished to participate.
Creating an engaging learning experience
The programme used a variety of learning methods, including facilitated discussions, storytelling, presentations and practical exercises. Participants were encouraged to develop both knowledge and confidence through active involvement, including opportunities to practise their skills in realistic scenarios.
Providing practical tools
The training focused on equipping people with practical ways to support someone experiencing mental health challenges while promoting understanding, empathy and confidence in responding appropriately.
“Over two months, we trained nearly 25% or our workforce in mental health first aid. Our commitment is that if anyone wants to complete the course, we will cover the cost for the training.”
– Tammy Hebditch, Director of Organisational Development
Building confidence to support others by creating a safe environment for learning
Participants highlighted the supportive learning environment as a key strength of the programme.
The training provided a space where people felt comfortable discussing mental health topics, asking questions and building understanding.
Attendees valued the opportunity to learn practical skills while gaining deeper insight into the experiences of people living with mental health challenges.
Roleplay activities and real-world examples helped participants build confidence in applying what they had learned.
The impact – skills that made a difference inside and outside of work
Feedback from participants was overwhelmingly positive, with many highlighting the practical nature of the training and its immediate relevance to their lives.
Importantly, employees were able to apply the skills soon after completing the programme. One participant described using the techniques learned during the course to confidently support an agitated visitor who presented at reception, helping manage the situation in a compassionate and supportive way.
Another participant shared how the training helped them support their daughter following a setback in her recovery from self-harm. The skills gained through the programme provided the confidence to have an effective conversation, listen constructively and offer meaningful support during a difficult time.
These experiences reinforced Pinnacle’s belief that building mental health capability can create positive outcomes both within the workplace and beyond it.
Key lessons – what you can learn from Hella New Zealand
Make mental wellbeing a strategic priority
Supporting employee wellbeing can help create healthier workplaces and better outcomes for people across the organisation.
Build confidence through education
Mental health literacy can equip people with practical skills to recognise challenges and provide appropriate support.
Create opportunities for early intervention
Training employees to respond effectively can encourage help-seeking behaviours and support people before problems escalate.
Make training accessible
Opening participation to employees across the organisation can strengthen capability and create a shared understanding of mental wellbeing.
Focus on practical application
Giving people opportunities to practise new skills can build confidence and improve their ability to apply learning in real situations.
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