The document discusses how HR can help care operators thrive under consumer direct care. It outlines observations from the industry around moving to consumer direct care and the new skills required. It then provides suggestions for how HR can help by moving beyond just compliance training, focusing and aligning employees to company goals, and reducing risk and reputational damage.

1. HOW HR CAN HELP CARE OPERATORS
THRIVE UNDER CONSUMER DIRECT CARE
PeopleStreme Webinar

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Your Webinar Hosts
Melissa Cairns
Disability and Aged Care Specialist
Rosie Wilson
Digital Business Consultant
Marc Niemes
HealthXN & LearningSeat

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Observations
& Industry
Feedback
Move beyond
compliance
training
Focus & align
people to
company goals
Reduce Risk &
Reputational
Damage
Webinar Agenda

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Observations &
Industry Feedback

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Observations
» Moving from block funding to CDC packages
» Improve Service Delivery at less cost
» Improve patient care
» Confusion and lack of direction in times of change
» New skills required
» Resistance to changing environment

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Observations & Industry Feedback
“CDC is about my ability to choose providers of
services but we are confused about the
information to make that choice.”
» Care Recipients & Family Observations
“We want clarity on costs
and what we are getting.”
“I am paying one organisation but
getting service from another?”
“We will get better at sharing our
experiences with others about our
care and so we will be the biggest
champions or the opposite.”
“We don’t want to be handled by lots
of different staff, train and empower
them to be your advocates.”

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Observations & Industry Feedback
“How do we help staff be more efficient
in care and less time on Administration.”
“How do I know if they know
what they need to know?”
“What are my real delivery costs
per customer, not just per bed?”
“My training is locked up as part
of EBA, what can we realistically
do with the resources we have?”
“How do we find
good staff?”
» Care Providers Organisation Quotes

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Observations & Industry Feedback
“I don’t have the time to train and the organisation
doesn’t really understand what we really have to do.”
“I am not here to
“sell” to customers I
am here to work…”
“We have too
many meetings.”
“I hate compliance.”
“I love that the organisation wants to train
me, I would love to be able to learn new
skills and get extra qualifications.”
» Carer Quotes

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Observations & Industry Feedback
“Success by accident can’t be repeated.”
“People Purchase on Trust
balanced with Cost.”
“Care is a people business, that is only
just starting its digital revolution.”
“Find the problem and then deliver
me your value in solving it.”
» Some relevant quotes in Customer Service

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What Can HR do about this….
» Get the ROI on training investment for 1-2% of payroll.
Care is a people business
» Metrics of 1 “client” leaving facility
» Eg. $22,000 of funding per bed
» Get compliance over with efficiently, then train to your strengths
» Benchmark your Organisation/Industry but then go wider
» Clear Sense of Purpose
» Motivation/Content/Systems

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What can HR do about this…
» Campaign not single event
» Genuine
» Choose an “Influencer Group” then expand
» Blended Approach
» Leverage what you have first…

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Observations &
Industry Feedback

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Move Beyond Compliance
Re-train & Up skill Employees
» Identify competency gaps
» Set Learning and Development Plan
» Learning Activities: 70% On the job activities; 20% Coaching and
mentoring; 10% formal courses
» Targeted learning activities for employees that are aligned
to the company plan
» Regular development conversations through one on ones

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Focus & Align People
to Company Goals

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Focus & Align Employees to Company Goals
» Re-align people to strategic or operating plan
» Improve employee time to effectiveness
» Accelerate individual and company performance

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Focus & Align Employees to Company Goals
» Introduce performance management system
» Set face to face planning at the beginning of the year
» Set Quality Objectives (VQTQ)
» Set Development Plan
» Set competencies
» Set organisational values & behaviours
» Regular catch ups via One on One’s with notes
attached
» Document and evidence to substantiate the review
(no surprises)
» Make it EASY, enable the line managers

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Reduce Risk & Reputational
Damage

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Reduce Risk & Protect from Reputational Damage
» Large volumes of
recruitment & onboarding
= risk of non compliance
» Non compliance of
mandatory forms
» Non compliance on
policies
» Forms and proof of
policy sign off are lost
» Behavioural issues due to lack of performance management
» Law suits & whistleblowing

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Reduce Risk & Protect from Reputational Damage
Complete Forms and Policies On Line
» Instantly reportable
» Reduce Risk of non completion
» Reduce Operational cost of legal cases
» Reduce Reputational costs through bad publicity
» Protect from reputational damage
Performance Management on line
» Align employees to company strategy or operating plan
» Measure employees against company values and behaviours
» Increase communication and imbed behavioural changes via
one on one’s
» Reduce Risk of non completion

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Getting in touch
Get in touch for business case assistance:
Melissa.cairns@peoplestreme.com
www.peoplestreme.com
Or Marc Niemes
marc.niemes@healthxn.com
www.healthxn.com or www.learningseat.com