This book examines the delivery of education to Support Services staff at New Vista Society (NVS), a long-term care facility. The author answers the question: what are the educational needs of Support Services staff and how can a system of "near miss" reporting be implemented thereby creating continued opportunities for learning? The research establishes the application of heutagogy (self-determined learning), capacity development, and group education processes to ensure learning for a unionized group of staff. Further, the research establishes the need for knowledge management systems to...