Calvary Matters November, 2016

Growing up on a dairy farm was a joy for Rita. She had five brothers to look after her, and she enjoyed spending time with her mum.

“I had a wonderful mother” explains Rita, “people always thought we were sisters and she taught me so many things. She showed me how to cook for the family, how to look after a garden and when I was 12 we learnt to crochet.”

When asked what she loves about crocheting, Rita says “It keeps you happy, and you have something to show for your time. I hate wasting time.”

At 88 years young Rita has knitted an impressive 200 rugs, “I would love to get to 300” smiles Rita, “I get a lot of joy from giving them to friends and family, donating them to clubs or making them for presents.”

Rita regularly visits Calvary’s Star of the Sea Respite Cottage where her rugs are admired by many clients and Calvary staff members.

We all wish Rita all the very best on her quest to the 300th rug!

We have recently launched E-Birthday Cards!

Digital cards will now be sent to all employees during their birthday month. This ensures everyone receives Calvary birthday wishes for their special day.

The digital cards were delivered for the first time this month and the feedback has been overwhelmingly positive. Some comments have included:

“Thanks so much, so lovely.”

“Thank you for the greeting card, I am so happy to receive it.”

“Wow what a lovely surprise.”

Another good reason to anticipate your special day.

We are very pleased to announce the improved use of SMS text messages for broadcasting and accepting available shifts. This communication channel has been enhanced to provide more efficient communication and a better client experience.

Updates to the current use of SMS

While you may already receive SMS’s from your Service Centre, the use of SMS for broadcasting available shifts will increase and you can now reply to Service Centre SMS’s.

Implementation of the new SMS Broadcasting

The new process has now been implemented across all Service Centres.

Implementation process for Service Workers

• Start replying to SMS’s received by your Service Centre
• The preferred channel for replying is SMS, however you can also call your Service Centre
• Shifts will be filled on a “First in, best dressed” basis
• You will be notified when a shift has been filled.

Is there any risk to client privacy with the move to SMS?

There is no increased risk to client privacy with the SMS broadcasting. In order to protect our clients’ privacy the SMS will only ever identify a client ID number, client initials, suburb and time of service. It will never include a client name.  If you wish to take the shift simply respond ‘Yes’ to a shift, and this will be added to your schedule (emailed on Thursday each week).

What if an SMS shift falls on a date that I already have a schedule for?

If the shift falls on a date already scheduled, you may SMS the Service Centre to request a return call from the Client Services Officer (CSO). The CSO will provide you with the shift details over the phone. Alternatively, The CSO can email you a revised schedule, and confirm this has been done via SMS.

How will these changes improve the process?

The new functions will provide a move effective and efficient process, and an improved client experience by:

• Avoiding phone call interruptions during client services
• Providing a timely response to clients with service details or changes
• Reducing phone traffic to and from the Service Centre – fewer interruptions
• Providing a channel to quickly and easily accept shifts – reduced call costs
• Time saving – less time spent on hold or returning calls.
• More efficient and fair opportunity for Support Workers to accept available shifts

Already, we have received some really positive feedback on this service. Great news for Support Workers and clients.

AUGUST     Leisal MacDonald – SW Alice Springs

“Leisal has been a good team player, her contribution to improve on service delivery for client’s has been excellent. Leisal continuously takes on extra shifts to accommodate rostering staff and case managers whilst always displaying a positive attitude towards all employees.”

SEPTEMBER     Gina Rento – SW Melbourne South East  

”Gina has been doing so much with a particular client of Aspendale Gardens.  Gina developed a task list with CSO Christine and has kept the office well informed – she’s been fantastic! I wanted to pass on my special thanks to her. It’s not easy looking after a client and a 13 month baby. Also wish to recognise Gina for all her assistance with our Italian clients.  Gina has been travelling from Noble Park to Safety Beach on a weekly basis for an Italian client, and going out of her way to ensure clients receive consistent care.”

 
AUGUST     Megan Stephens – CSO Hunter

“Megan has shown hospitality by working constructively with the Case Managers and Intake Officers towards the common goal of making sure that clients receive their services. As the only CSO in the office in the mornings, Megan assists with covering more than 30 services off global in the morning.”

SEPTEMBER     Jocelyn Slater – SW Hunter

“Without even looking in the communication book of a certain client, I can tell Jocelyn has attended a social support visit.  The client, who is often in pain and agitated (mostly non-verbal and often cries), is instead calm and happy.  Jocelyn takes the client out for an extended trip in her wheelchair, has coffee and a chat with her, purchases a magazine and sets up colouring-in when back at home. I am always pleased to attend the afternoon/evening service after Jocelyn has been, as the client is so co-operative and calm.  The client then relates and responds in a positive manner and is happy to eat and drink. A lengthy social support visit sounds easy, but it is anything but when you have a client who has very little verbal communication ability, confusion and suffers frequent strong pain and often refuses to take medications and eat/drink.  Jocelyn goes above and beyond in making sure this client has an enjoyable time out. Jocelyn communicates naturally and has a relaxed, confident attitude, which in turn relaxes clients and makes them feel connected to their community.  I am pleased to nominate my colleague, as she has shown superior skills and attitude in hospitality.”

AUGUST     Agnieszka Miles – RN Adelaide

“Aggie has been working over and above for the new Adelaide nursing arm of community care since the project commenced. She has covered sick leave and annual leave in the small team to ensure all the patients are seen, even organising care of her sick children so patients were visited by someone they knew. She has worked hard at establishing relationships (and therefore positive feedback) with patients, doctors and wards. Patients have been very impressed with the care provided and grateful to Aggie as she has been very accommodating. She has helped to implement new processes so that we are working efficiently as a team and patients have commented on how they have appreciated her ability to liaise with doctors when issues have arisen.”

SEPTEMBER     Sharon Hogan, Service Coordinator Shepparton

”Sharon has developed a ‘how we are tracking’ whiteboard which contains KPIs and monthly tracking data. It is placed on the ‘shop-floor’ right amongst the intake and scheduling team and she leads regular catch-ups around the board to review the data and check trending upwards. This is an innovative way of engaging the team to understand the impact of each score against the Shepparton budget and client outcomes. The board is a manual process as we do not currently have dashboards developed yet with electronic data sources – however the concept demonstrates an attempt towards great stewardship and this concept could be shared amongst other centres.”

AUGUST     Group Nomination
SW Adelaide – A’nette Clarke, Anong Singjoo, Carolyn Asini, Di Robinson, Elaine Brammall & Loretta Mahony
CSO Adelaide– Beth Mildenhall & Derani Chamberlin

“A disability client had a change in circumstance from July 1st her husband/carer had been interstate and this has been the longest period she has been on her own. Additional services were put in place to assist the client during this time. We recently received a compliment for the Support Workers from the client as follows “I would like to commend the Support Workers on my team for the additional effort that they have made while I’ve been managing on my own. A’nette, Anong, Di R, Carolyn, Elaine and Loretta have been great and their care and consideration is much appreciated. Please pass on my thanks to them individually.”
“CSO’s Beth and Derani C have responded and acted to clients’ continuous requests and changes promptly and effectively. The support worker team have also responded exceptionally.”

SEPTEMBER     Stuart McArthur – IT Officer  IT Department

“The Darwin and Alice Springs offices nominate Stuart McArthur for his consistent help to resolve issues in a timely and friendly manner. Stuart’s attention to detail and receptiveness to queries has been excellent and the whole team has felt the benefit of his excellent service. Stuart works hard to problem solve issues and communicates really well while doing so. He doesn’t give up when it becomes difficult, and acts like a real partner in difficult IT situations. Stuart is patient and consistently helpful.”

And a big round of applause for all the August & September nominees…

Did you know all Pause For Applause monthly award recipients are eligible to be awarded the Pause For Applause Annual Award in the four categories of Hospitality, Healing, Stewardship and Respect.

There is also a Spirit of Calvary Award for the most outstanding contribution for the year.

Nominations close on 25 November 2016 – don’t miss the opportunity to recognise the outstanding contribution of your colleagues.

Simply follow these simple steps or the flow chart below.

1. Log on to: www.calvarycare.org.au/pauseforapplause
2. Fill in your details
3. Complete the nomination details
4. Select the category
5. Submit

Inaugural Annual Award recipients will be awarded in December at Christmas parties around the country.

With updates in health & safety procedures, key dates and tips it’s a helpful go-to for referencing when you’re out in the field.

Please ensure you earmark the return of your 2016 diary to head office for shredding at the end of December or ensure that it is shredded to ensure client confidentiality.

All Service Centres will be receiving delivery of the diaries in the next week or two.  Stay tuned for details for when you can collect yours.

1. Party time with Bronwyn Johnston (Manager Clinical Services), Renee Yates (Area Manager – Hunter Sandgate), Julianne Siggins (Area Manager NSW/ACT), Pam Herbert (Area Manager Vic) at the Calvary Executive Conference – Transformation 2016: Growth/Innovation/Integration

2. Social Justice Day. A day supported by the community and team members of Calvary Community Care.

3. Happy birthday to Leeanne Houssenloge, CEC at our ACT service centre. Everyone loves a birthday, and a cake and candles never goes astray for morning tea.

4. Star of the Sea – Congratulations to Kim  Butler (support worker, LHS) and Mariann Hall (administration, RHS) who both celebrated 10 years of service.

5.  Star of the Sea – Some very happy dads receiving their Father’s Day gifts.

We love sharing your news and happenings. 

Please send the marketing team your photos (don’t forget to include who, what, when, where, why) to include in the next issue of Calvary Matters.
Email us at ccc.communications@calvarycare.org.au