Calvary Matters – January 2017
In this issue:
Breaking News – Support Worker Connect is coming!
SMS Shift broadcasting in full swing
Calvary’s new Client Information Pack
Who is Amanda Loh?
Clients – What do they think of us?
Getting hands on and staying safe
Workplace happiness? We want to know what you think.
New Year, New You! Complete the Fitness Passport survey today
We look forward to everyone in the Calvary Community Care team enjoying a safe, healthy and productive year ahead.
Breaking News - Support Worker Connect is Coming!
Support Worker Connect will provide a one-stop-shop for all existing Calvary digital resources. It provides Support Workers with access to:
- Calvary emails – see schedules, memos and updates.
- Declarations – submit weekly worked hours
- Mykiosk – review payslips advice and update personal details
- E-learning training – upskill anytime
- Uniform ordering
For those that have previously saved shortcuts to any of these resources, don’t worry, those links will continue to work.
Support Worker Connect just brings everything together in an easy-to-remember website.
In addition, and excitingly, Support Worker Connect will house an essential Document Centre providing easy access to the many resources Support Workers regularly need such as:
- Policy and procedures manual
- Forms, such as annual leave
- Work instructions and how-to guides
It will also provide Support Workers digital access to:
- Nominate a co-worker for Pause For Applause
- Employee benefits – salary packaging, deals and discounts
- Technical support – the Link Help Desk can assist with website issues.
What are some of the benefits?
- Support Workers will soon have just one website address to access all of the above.
- Support Workers will have 24/7 access via smartphones, tablets, laptop or desktop computer.
- Support Worker Connect ensures Support Workers are always referring to the most current document.
- Calvary email will still be the primary means for communication, but Support Workers will no longer need to receive large documents via email, or wait for printed versions to be sent in the post.
When will Support Worker Connect be available?
Support Worker Connect is now being tested by a range of Support Workers to ensure the website is as user-friendly as possible. All Service Centres will be trained in the use of the website and be able to provide support for any questions Support Workers may have.
Support Worker Connect will be ready in mid-February 2017.
Stay tuned for more information about the launch and training in the coming weeks.
SMS Broadcasting In Full Swing
The evaluation is now complete and we want to thank you for adapting to this new method of shift broadcasting. On average it takes between 5-20 minutes for a Support Worker to respond, resulting in a quicker allocation of shifts for Clients.
We hope you are seeing the benefit of increased opportunities for work.
In addition to the broadcasting of shift availability from your familiar Service Centre, we are also seeing opportunities to reduce our geographical boundaries and increase your opportunities for work. The system is proving beneficial for Clients, anyone seeking to increase their hours, and the rostering of staff:
- Faster service assignment for Clients – reduces their concerns regarding care arrangements
- Increased opportunities for work for Support Workers– you often tell us you want more work
- Less time taken to fulfil a shift– multiple calls and missed calls
- Reduced call waiting – an expense for you
- Fewer interruptions during Client visits– important as Clients pay for their care
Please remember: you only need to respond to an SMS if you want to take the shift. You do not need to SMS a reply to decline a shift.
Support worker meetings for 2017 are now being planning and you will have an opportunity to share your thoughts.
New Year, New Look!
The new Client Information Pack is designed to provide new Clients with basic information on our available services and products available, and how to contact their local Service Centre. From the end of January 2017 this will be the standard pack despatched from Service Centres to all new Clients.
The new pack includes the following:
- A freshly designed presentation folder
- Welcome letter signed by Cheryl De Zilwa
- Large magnet with key contact information, designed to be placed on the clients’ fridge
- Calvary and Me – Client information booklet
- A suite of forms and pamphlets to support all Client admissions to Calvary Community Care
- A branded envelope
What does this mean for Clients and Support Workers?
Existing Clients and all Support Workers will receive a copy of the new core Client Information Pack in the post in the last week of January 2017. From 30th January, the new Client Pack will be used for all new Client admissions.
The pack is designed to provide new Clients with basic information on our available services and products available, and how to contact their local Service Centre.
During a visit, your Clients may have questions for you – please read the pack to familiarise yourself. Encourage your Client to review the pack and suggest that they place the magnet on their fridge.
What does this mean for Service Centres?
The Client Information Packs are professionally printed and will be ordered by each Service Centre via our printer’s online ordering system. Service Centres will be familiarised with the new Client Pack and trained how to use the new online ordering system from mid-January.
Service Centre staff will save lots of time; less printing, collating and handling required. In many instances packs will be ready to despatch with only a name and address required on the envelope.
Six program-specific pieces will be available to order via the new online ordering system to supplement the packs as required.
More professional printing and improved consistency of communication to new Clients.
Meet Amanda Loh - Our New Learning & Development Manager
Please tell us a little bit about yourself, and what you like to do in your spare time?
I am married with two teenage sons. I love to cook especially Vietnamese food and Spanish food, I’m a big tennis fan and especially Rafa Nadal. I play tennis and usually take my annual leave in January so I can go to the Australian Open and watch it on TV.
Welcome back! You worked at Calvary when it was Silver Circle, earlier in your career. What drew you back?
The values of the organisation. I’ve always worked for not-for-profit organisations and this philosophy sits really well with my own values and the desire to give back to our community.
You’ve worked for much of your career in the Health & community care sector, in Organisation Development and Learning & Development. What are the most significant changes you’ve seen to the sector in your career?
- Increased knowledge and skills required from our workforce
- A more person centred approach to care and support
- More and More organisations entering the market.
What excites you most about the role you perform within an organisation?
The ability to support others to reach their full potential. L&D can sometimes be the conduit for this.
Helping others to see that L&D can be a real asset in an organisation by creating a learning culture- a culture that inspires and develops the workforce to meet the outcomes of the organisation – in our case to care and support others in the community.
Big question, but what do you hope to achieve in the next 12 months?
- To start to build a framework for what our organisation needs our staff to be able to do now and into the future (capabilities for the future framework) so we can continue to provide great care and support in a competitive market
- To enhance our learning culture through engaging and inspirational training programs
- To further develop the suite of training programs and workshops we deliver.
Welcome aboard and thanks for your time Amanda! Looks like you’ve got a big year ahead, and we look forward to the significant value you will add to our Learning & Development team and organisation as a whole.
Clients - What do they think of us?
Who did we survey?
Of the 4,839 surveys distributed (via mail), we had a response rate of 36.9%, number 1786. Of those respondents we identified:
- 69% female
- 59% live alone
- 65% are 80+ years old
- 55% use email, 41% text and 38% use the internet (impressive!)
The survey includes private, DVA Veterans Home Care (VHC) and DVA Community Nursing, Commonwealth Home Support, Home Care Package, TAC, disability, and Maroondah and Greater Shepparton Council clients and carers utilising services between February – May 2016.
Overall Satisfaction Rating
Levels of overall Client satisfaction remains very high at 94.75%, and a 95% Carer satisfaction rating. Calvary has an internal benchmark of 90%+ for Client Satisfaction.
What do we do very well?
- Respect Client privacy and dignity
- Quality of work
- Arrive when expected
- Listen and respond to Client requests
- Complete tasks within agreed timeframe
- Clarity of fees and charges
- Timely invoices
What do we do well?
- Easy to understand information and invoices
- Supporting Clients to remain as independent as possible
- Understand and respect what is important to Clients when making decisions and providing services
- Provide a clear channel for complaints, feedback and suggestions
- Respond to Client enquiries and complaints
What can we do better?
- Improve consistency of Support Worker
- Consult more with Clients about their needs
- Investigate how we can better respect Client religious beliefs
- Improve process of Client requests for changes
- Improve communication to Clients when changes to their services are made
When Clients were asked what Support Worker skills were important to them, 47% stated understanding, compassion and caring were important, followed by humour at 23%.
The feedback received via the Client survey provides us with the opportunity to improve by making incremental process improvements to the way services are delivered. We need to be innovative and adaptable in our thinking, ensuring the Client experience is central to all that we do. The survey results show we are delivering our values of hospitality, healing, stewardship and respect. Well done!
Getting Hands On and Work-Safe
Calvary Community Care values the safety of employees and it is for this reason that Manual Handling training has been tailored to roles where Manual Handling is a risk.
Manual Handling refresher training is a requirement for all continuing employees who have a role that involves Manual Handling of any kind. By educating employees on correct lifting techniques, then confirming that employees understand the training by demonstrating those techniques, Calvary is reducing the risk of employee injury.
As an employee, you do not need to remember when you are due for refresher training. Your line manager will notify you when you are due to refresh your training. But it is important to note that you must attend refresher training before your skill expires or you risk not being able to work until your refresher training is completed.
Manual Handling training is mandatory and all Calvary employees agree to attend and successfully complete Manual Handling training and refresher training when signing the employment agreement.
New Year, New You!
To gain feedback into your fitness needs and local gym preferences, please click on the relevant link below to complete an online survey.
This survey will take around 5 minutes to complete, with responses closing on Friday 13th January 2017.
If you have any questions please contact Human Resources at [email protected]
We thank you for participating in this survey, the more responses we receive, the wider the network of gyms that will be available to all Calvary employees.