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 4844garry.tanner@aus.salvationarmy.org | 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