Building & Nurturing a Culture of Positive Change

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Presentation transcript:

Building & Nurturing a Culture of Positive Change Annette Hili General Manager Home Services

Home Services BaptistCare NSW & ACT currently supports over 9000 clients in their home across NSW & ACT $41m Home Care Packages (1817 places) $27m Commonwealth Home Support $6.7m Community Support (Disability) $3.5m Transitional Care

Change was inevitable for survival… Three core areas of focus: Financial - what are our new KPI’s in a consumer driven market? Our roles - how do they have to change to ensure survival Technology - how do we use it to bring about efficiency effectively

Financial Financial modelling had to change with the introduction of NDIS and CDC The future model of both aged and disability required us to understand the real cost of delivering an hour of care Reduce administration costs Review case management Labour Efficiency

Our Roles All roles were reviewed to determine how they would have to change in a consumer driven market My Aged Care required a coordinated response to manage referrals Established a Client Engagement Team

Complete redesign for case managers Our Roles Complete redesign for case managers From ‘managers’ to ‘facilitators’ Being on the road, in the home and on the phone rather than in the office Required new skills in accounts to advise on budgets and sales to “sell” our offering New approach to assessment which started with what the customer could do rather than what they couldn’t do

Technology Changes How do we use technology to reduce costs? Going paperless (no more paper forms, rosters, timesheets or payslips) Moving processes online and utilising CRM and computers more effectively Introducing mobile phones for care workers Managing CDC electronically to avoid double/triple handling

How do you lead positive change? Kotter’s 8 Steps for Leading Change tells us it is 8 easy steps….

What is it all for…. View Fay & John’s video https://www.youtube.com/watch?v=X9TlfD0LbJg

What has made the difference? Our Actions Planning, having the long term view Consultation, keeping people on the journey Targeted and coordinated activities Using key influencers in the team Remove barriers (continually) Short term wins Change Management & Change Leadership

Change Management and Change Leadership Balance is the essential factor in sustaining acceleration. How do you counterweight the tendency to over-manage? Where are the opportunities for people up and down your organization to behave more like leaders?

What has made the difference? Our Attitude Decisive, making the decisions while it’s still in our control Patient, remembering we work with real people Resilience, never giving up