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crossroadsYouth & Family Services
Quality & Continuous Improvement Forum
5th December 2012
Welcome
Confirmation of Minutes
Welcome to
Bridgehaven
Wendy BrokenshireProgram Manager
&
Bridgehaven
Mid Cycle Report
Actions from previous Forum
Case Notes
Client File Audits
Client Feedback
Case Notes procedures
• Finalising DRAFT Policy Document• SMT endorsement• Quality System – Case Notes Audit• Training
Client File Audits
• Development and implementation of a Network Client File Keeping Standard
• Review of Case Management Practice• Review and refinement of Client File Audit
Tool and Program Specific Tool.• Snap-shot audits to check the effectiveness
of the above quality activities.
Client Feedback
Are you on target?
New Business
Risk Management
Staff Survey
Brand Style
Social Media
Risk Management
SMT & PM Introduction Today
WhyOur Journey thus far
How
Workshop – 20th Feb 2013
Establish the Context
Identify the Risks
Analyse the Risks- TSA scale
Evaluate the Risks
Treat the Risks
Monitor &
Review
Risk Management Steps
Risk Management
Riskis the chance of something happening that will have an impact on the achievement of our strategic plan or operations.
Risk Assessment is the overall process of risk analysis and evaluation.
Risk Management
Risk Management is the effective management of potential opportunities and adverse events within Crossroads .
Risk Management Process is the systematic application of management policies, procedures and practices to the tasks of establishing the context, identifying, analysing, evaluating, treating, monitoring and communicating risk.
Risk Management
SMT – Network Risk Register
Workshop – 20th February
Program Risk Register
Staff Survey
• Update on Plan
• Questions received & collated• Working Group • Survey Monkey Tool developed• On-line (2013)• Analysis of results• Next steps...
The Salvation Army Australia Southern TerritoryBrand Charter / Style Guide 2012
Phase OneStationery Suite
No. 1 The Salvation Army = 25%No. 2 Australian Red Cross = 13%No. 3 Cancer Council = 6%
Who is Australia’s most trusted organisation?
No. 4 St Vincent de Paul = 5%No. 5 RSPCA = 4%No. 6 World Vision = 3%No. 7 Guide Dogs Australia = 2%No. 8 Royal Children’s Hospital = 2%
Brand recognition
96%
So what do we do?
We create a style guide!
A Style Guide must..• Provide clarity of voice• Allow harmonious integration• Harness brand equity• Respect core values• Provide a platform for longevity• Ensure unique individuality
Step 1 – The basic building blocks for a great style guide• Structure • A creative foundation to build on• A font of our own
But we’re not alone..
Gloria Jeans – “Trade Gothic”
Honda – “Prototype”
Whirlpool – serif to sans serif
Nissan – Nissan sans serif
The font designed exclusively for The Salvation Army, Australia Southern Territory
“Calibri” – the substitute default Word font for general use
The Salvation ArmyThe Salvation Army
• Unlimited licences across the Territory• Exclusive rights to The Salvation Army Southern Territory• Webfonts provided
LetterheadPromotion and
protection of brand
Incorporation of Mission Intentions
Foundation device supports all design and represents “the turning of a page”
Department, territory, address and contact details.
Founder, General andTerritorial Commander
Envelopes
With compliment slips
Business cards
Business cards – reverse variations
Business cards variations
•Requests for variations must be made in writing to the Brand and Marketing Manager who will seek approval from: Territorial Communications Director and/or Territorial Communications and Fundraising Secretary
Sub brand business cards
Sub brand letterhead
Sub brand letterhead
Garry Tanner Territorial Communications DirectorCommunications and Fundraising Department | Australia Southern Territory 95 -99 Railway Road, Blackburn VIC 3130 | PO Box 479, Blackburn VIC 3130T 03 8878 2427 | M 0458 600 766 | F 03 8878 [email protected] | salvationarmy.org.au
Email signature
Follow on page and Fax cover sheet
Stationary
Continue to use current stock
Watch stock levels and allow 6 weeks
for design, approval, printing and delivery.
Social Media
Joel SmithSocial MediaCommunity Coordinator@ THQ
On the Crossroads Work PlanSMT – Briefing early 2013
Trending & Analysis
CIAL
Our Mission
To support individuals and families; upholding their dignity, working to increase their social inclusion and economic opportunities, and advocating for initiatives that create a just community.
Our values
• Human Dignity• Justice• Hope• Compassion• Community
Section 1 – Client Feedback
Helpful, practical support and assistance provided. (Client – FP)
“If had not been for my Case Manager I would not have regained my life.” (Client – MAFVS)
“It was really helpful coz I got so many ideas out off the help I got.” (Client - YS&D)
Client to contractor – Acknowledgement of service & support. (Client – BRCOP)
Section 1 – Client Feedback
“The program was useful because they help me find a pre-app in plumbing. Before I wasn’t job ready, now I am.” (Client – YS&D)
“Currawong VCAT Report formed the basis of a decision toaward client maximum financial compensation.” (Magistrate - MCS)
Commendation of the intervention – Victoria Police (MAFVS)
Section 1 – Client Feedback
Complaint
My Worker does nothing for me.
The accommodation you provide is disgraceful, my children and I am unsafe.
Response
Client wanted intensive adminsupport. Plan for client to Access internet cafe.
Collaborative client engagement plan organised by Network Program(s).
Section 2 – Client Incidents
2 Incidents Reported
1 – Disruptive Behaviour (Threats to staff)(Interim Worker Safety Policy implemented)
1 – Assault between clients(Staff facilitated discussion between clients. Increased Program Presence)
CIAL – Section 3WHS
Refer to WHS Forum Meeting Minutes
CIAL – Section 4Other Improvements
• Client File Audits • Policy Review• Review / Update / Development of Key Documents &
Tools• Our Community Membership• Working Groups – Network focus• Social Inclusion Working Group (FP)
CIAL – Section 4Other Improvements
• Student Placement Contract• Social Media – How to develop a facebook page• Client Surveys / Feedback
MCS – Scheduled / DoorwaysMAFVS – Focus Group / Interviews
• Training – Suicide Intervention Training “Living Hope”• Responding to service demand (eg. After Hours – counselling)
• Team Communication • Staff supervision• Operational Improvements
CIAL – Section 4Other Improvements
What are you working on that :-
• May be of interest to others• You would like to invite collaboration
or input
CIAL - Summary
Your thoughts
Other Business
Draft document to be circulated for comment.
Feedback to be incorporated into revised document and presented at next Forum.
Terms of Reference
2013
• Agenda Items
• Sharing information / innovations
• Participation
• Issues for focus
Dates for 2013•March 20th
•June 19th
•September 18th
•December 4th
How’s the time?
Where should we meet?
Feedback
• Any other feedback / comments, especially improvements?
Wishing you all a safe, happy and blessed Christmas and New Year.
Thanks for your time and contributions today
See you in 2013