national organisational excellence forum

RMHC Organisational Excellence Forum (OEF) Monday 9 August 2021to Friday 13 August 2021

Each session will run daily

at 11am AEST for approximately

90 minutes

National Organisational Excellence Forum

Welcome

RMHC Australia’s Mission & Vision

OUR MISSION: To support the ever-changing

needs of seriously ill children and their families

OUR VISION: To achieve the best outcomes

for families by reducing the impact of their

child’s serious illness.

The world has changed in so many ways due to the global pandemic, however as a charity we remain

focused on caring and supporting seriously ill children and their families. Over the last year we have

adapted and remained flexible on how we deliver on our mission. The seriously ill children and their

families continue to remain the absolute centre of very decision we make!

One of the positives from the global pandemic is society’s ability to interact more digitally, and so we have

developed the first online Organisational Excellence Forum! This means that more team members from

around the country can attend and our ability to source great speakers has been enhanced. However whilst

you are still in your own environment we appreciate your investment of time and energy this week.

The forum, whilst being delivered virtually provides a comprehensive program of information and ideas to

our Programs and Fundraising team members and also the opportunity to connect and build relationships.

Barbara Ryan, CEO, RMHCAustralia

Virtual Access Details

The virtual details below will be the

same for each meeting, on each day.

RMHC Organisational Excellence Forum (OEF) - 9-13 August, 11am - 12.30pm daily AEST

https://av1-qld-au.zoom.us/meeting/register/tZYscOCppjwvEt3_ED4foqYrWW-sr1SFWdT-

Meeting ID: 821 7918 758

PassCode: 518777

Attendees must be individually registered and be watching the sessions from their own computer/device to ensure maximum engagement.

Once clicking on the above link, you will be asked to enter your details to “register”. Once you have done this, your profile will be authorised,

providing the virtual link which can only be accessed each day from 11am.

If you have not yet registered, please CLICK HERE and register before Wednesday 4th August to secure your place.

https://av1-qld-au.zoom.us/meeting/register/tZYscOCppjwvEt3_ED4foqYrWW-sr1SFWdT-

https://alignmentevents.com.au/events/ronald-mcdonald-house-charities/

1. Go to Menti.com and enter the code provided

2. You will be asked to join the quiz and will be assigned a random avatar. Add your name when prompted.

3. For each quiz question that appears, there will be a countdown, then the question will be shown. Select

your answer from the multiple-choice options – you have limited time to answer the question.

4. Correct answers receive points, with the fastest correct answers receiving the most points. Incorrect

answers do not receive any points.

5. Once the voting has closed, the correct answer will be revealed, as well as a leader board to see how

you scored against the other participants!

6. The Menti access details will be the same for each day participating.

You can use your mobile phone or computer to join in the fun!

We hope you all participate, as there are great prizes to be won throughout!

Menti Game Instructions

MASTER OF CEREMONIES

Luke Escombe

Luke Escombe will host the week of the RMHC OEF with his

enjoyable and quirky sense of humour. Luke is an internationally

award-winning songwriter, musician and comedian who has

turned his three decades of living with chronic illness into joy and

inspiration. He is the creator of “Chronic” - a musical comedy

show about living with Crohn’s Disease - and “The Vegetable

Plot”,

an ARIA-nominated children’s band that promotes healthy eating

and imagination.

Since the debut of Chronic at the Melbourne Comedy Festival in 2011, Luke’s ability to communicate his

lived experience of chronic illness with honesty, insight, music and humour has made him a sought after

speaker at events around the world. He is an ambassador for Crohn’s and Colitis Australia, a member of the

NSW Arts Advisory Panel and Consumer Leaders Covid Taskforce, and a teaching artist with the Sydney

Opera House’s Creative Leadership in Learning Program. He believes strongly that music and storytelling

can play a transformative role in health, education and society. In his most recent project he has been writ-

ing pop songs with young people with chronic illness, empowering them to find their voices and share their

valuable insights with the world through some seriously catchy tunes.

“Luke Escombe is funny and brave, a showman and an artist, a brilliantly engaging lyricist, expert

tunesmith, fine guitarist and exceptional singer. Seldom is such sophistication wrapped in a coating of such

overt fun. Hear him” John Shand, Sydney Morning Herald

MONDAY 9 AUGUST 2021

KEYNOTE

Session Title Presenter Audience

Acknowledgement of Country & Introduction Luke Escombe All Staff

Opening Address Barbara Ryan All Staff

Succeeding Against the Odds Alisa Camplin AM All Staff

Menti Quiz on RMHC Global Luke Escombe All Staff

Closing Comments Luke Escombe All Staff

Agenda – Monday 9 August 2021 | 11:30am – 12:30pm AEST

DAY ONE | MONDAY, 9 AUGUST 2021

Alisa Camplin AM, Motivational Speaker

PRESENTATION | Succeeding Against the Odds

Australia’s first female Winter Olympic Gold Medallist, Alisa Camplin, possesses that rare

storytelling ability that inspires, entertains and transfers knowledge. Tens of thousands of

people have been motivated, laughed and cried, and walked away with a toolkit of

practical, implementable skills to create their own success after listening to one of Australia’s

premier female speakers.

Learning to ski at just 19 years of age, Alisa broke nearly every bone in her body as she

climbed through the ranks, brought home back-to-back Olympic medals and dominated the

sport of Freestyle Aerial Skiing.

Proving that success is a choice, Alisa turned heart-wrenching personal adversity into an

opportunityto improve the livesofothers, raisingmore than $2.5M throughher charityFinnan’s

Gift.A Member of the Order ofAustralia,Alisa Camplin is in-demand as a virtual and in-person

keynote speaker by multi-billion dollar companies and small organizations alike.

With greater courage and character than you’d ever imagine, be prepared to laugh and cry

as you hear the real story behind Alisa Camplin’s unbelievable journey through sport,

business and life!

BIOGRAPHYBest known for winning Australia’s first ever Winter Olympic Gold Medal in Freestyle Aerial Skiing in 2002, Alisa Camplin is a

respected leader in Australian business, sports administration and corporate governance. She spent 16 years as

a global executive with IBM from 1996-2012, leading both Sales and Delivery teams across AUS/NZ and was head of

Strategy & Transformation for IBM Global Technology Services UK & Ireland.

Today, Alisa is a highly experienced Non-Executive Director working across the sectors of Sport, Health, Government,

Education and Philanthropy. She’s an in-demand keynote speaker and corporate consultant, assisting both small and

large organisations to achieve repeatable sustainable success through a focus on resilience, mindset and improved

human performance.

Alisa holds a Bachelor of Information Technology and a Doctorate from Edith Cowan University honoris causa, she’s a

Member of the Order of Australia and co-founder of Charity Finnan’s Gift. Alisa works closely with a large network of

academics, behavioural scientists and psychologists around the world to bring evidenced based tools and techniques to

help one and all achieve greater human potential.

TUESDAY 10 AUGUST 2021

KEYNOTE



Customer Excellence Luka Popovac All Staff

Authenticity and Influence in the Age of Spin Mariette Rups-Donnelly All Staff

Menti Quiz on RMHC Programs Luke Escombe All Staff


Agenda – Tuesday 10 August 2021 | 11:30am – 12:30pm AEST

DAY TWO | TUESDAY, 10 AUGUST 2021

Luka Popovac, Head of Customer Experience, McDonalds

PRESENTATION | Customer Excellence

Great Customer Experiences are not created by accident. They are not

magic, not a flash in a bottle and not something that can only be delivered

by extraordinary organisations.

Great Customer Experiences are engineered, carefully crafted and designed with

a purpose and determination to do a little bit better, every single day. And it

starts with leaders of organisations developing a clear vision that is delivered on

by all members of the broader organisational team. In this presentation, I will

share more about the key steps any organisation can take to begin this journey.

BIOGRAPHYLuka has been leading Marketing and CX teams across Mining, Automotive and Quick Restaurant industries for 15 years.

His focus is on deeply listening to his customers and to those who serve them. Taking a customer-lead approach to growing

businesses, he has consistently identified opportunities to do more with less, innovate to drive change and to rally teams

to achieve new heights. He is passionate about the CX profession and is excited about the impact it can have on businesses,their customers and society at large.

Luka’s view is that focusing on customer experience can be a key engine of growth for organisations big and small, for

purpose and for profit.

DAY TWO | TUESDAY, 10 AUGUST 2021

Mariette Rups-Donnelly, Director, Powerhouse Presentation

PRESENTATIONAuthenticity and Influence in the Age of Spin

Every time we present, have a meeting, help a family, pitch to a corporation it is an opportuni-

ty to influence an outcome. It may be a small outcome. We may influence someone to think, to

relax, to reconsider, to explore or it may be larger, influencing or persuading someone to

change, to take action, to feel safe, to trust, to donate.

When we prepare what we are going to say (if we prepare), we tend to focus on what we want

our ‘audience’ to know and then on what we want them to do with that information. We rarely

focus on what we want our ‘audience’ to feel. And yet people are influenced to take action or

to trust because they know something, and they feel positive, or safe, motivated or

empowered by that knowledge.

Doing happens at the intersection of knowing and feeling. To

influence you must engage people’s feelings.

In this interactive presentation you will discover:

• Where to place your focus to have the most impact and influence.

• How to deliver clear messages that cut through.

• How to be authentic under pressure.

Plus, lots of useful presentation tips that make a huge difference.

BIOGRAPHYMariette Rups-Donnelly has taken her years of experience as a leading actor and teacher of actors and academic and combined it

with an astute business understanding to create programs that go to the core of presence, presentation skills, engagement,

influence, authenticity and business performance.

Her company Powerhouse Presentation runs a wide range of one-on-one programs, and customised workshops for executives and

corporations across a wide range of sectors including

Government, Construction, Infrastructure, Architecture, Design, Finance, Banking, Health, Utilities, Transport, Cyber Security,

Tech, Mining, Professional Services, Universities, Law, Events, PR, Retail, and of course, the Not-for-Profit sector.

Mariette Rups-Donnelly has sat on many academic and course advisory boards. A language specialist, her BA from Sydney

University included French, German, Italian, Dutch and Indonesian and she has furthered her studies in the psychology of

performance and performing comedy.

“….The insights provided, the approach and the content are truly unique and of considerable value…”HIGHLY

RECOMMENDED!!” Jason Murray, VODAFONE

WEDNESDAY 11 AUGUST 2021

KEYNOTE



BREAKOUT

Session Title Audience Session Title Audience

Family Centred Care Program Staff Unlock the Power of Salesforce –

Digital Fundraising

Fundraising Staff

Family Retreat & Hospitality Cart Program Staff

KEYNOTE

Medical Terminology Michael Dickinson All Staff

Menti Quiz on RMHC Donors Luke Escombe All Staff


Agenda – Wednesday 11 August 2021 | 11:30am – 12:30pm AEST

DAY THREE | WEDNESDAY, 11 AUGUST 2021

BREAKOUT FOR PROGRAM STAFF:

Nicole Rubin, Past CEO, Ronald McDonald House Charities, Southern California.

PRESENTATIONUnderstanding RMHC’s Essential Role in Advancing

Family-Centered Care

This session is designed to provide the research and evidence showing the

important role RMHC plays globally in advancing family-centered care

and how you are critical to these efforts.

BIOGRAPHYNicole Rubin is a Strategic, visionary leader with valuable experience in the nonprofit and health care industries. She

believes strongly in the importance of accountability, transparency and demonstrating impact as nonprofits

accomplish their missions. Nicole previously worked as an organisational leader at the RMHC Chapter at California

and is now a consultant to RMHC Global assisting with the work to promote how the RMHC programs enable FamilyCentred Care.


Paul Doherty, Operations and Facilities Manager, RMHC, North Australia

PRESENTATION | Hospitality Cart

The Hospitality Cart Program commenced in August 2019, with partner hospital

North West Hospital and Health Service, supporting paediatric patients in the

Children’s Ward and Special Care Nursery at Mount Isa Hospital.

The Hospital is located 904km from the nearest Ronald McDonald House in

Townsville,

All items on the Hospitality Cart have been donated by local or National suppli- ers

free of charge to the Chapter. Items are provided to patients of the Children’s Ward

or Special Care Nursery at no charge, with 2 volunteers manning the Cart for each

shift. The Hospitality Cart is delivered 100% by volunteers, with remote

management from RMHC in Townsville and operates 3 times per week

Items on the Cart include dental packs, sanitary items, food, drinks and boredom

busters such as magazines, colouring in books, soft toys and activity books.

Ronald McDonald Family RetreatWith five Retreats in picturesque seaside locations across Australia, Ronald

McDonald Family Retreats provide a peaceful getaway from the everyday, where

families can simply be together in a tranquil setting. Families can enjoy up to a

week of free accommodation, offering a welcome escape for those who might

otherwise be unable to afford any time out due the pressures of caring for a

seriously ill child. Our retreats are located at the following locations:

- NSW – Bateman’s Bay and Forster

- WA – Bunbury and Busselton

- QLD – Palm Cove

BIOGRAPHYOriginally from Melbourne, Paul Doherty began to call Townsville

home from 2018 which is when he started working at RMHC North

Australia. Michael’s first role with the charity was as Townsville’s

Operations Manager where he was responsible for the day to day

operations of the Townsville House and Family Room.

In 2020 he began an expanded role as the Operations & Facilities

Manager, and is now responsible for the program delivery of all five

RMHC NA programs which are:- Family Room located at Townsville University Hospital

- Hospitality Cart at Mt Isa Base Hospital

- Townsville House with 25 rooms

- Family Retreat in Palm Cove

- Learning Program


BREAKOUT FOR FUNDRAISING STAFF:

KC Fonzi, Salesforce

PRESENTATIONUnlock the Power of Salesforce – Digital Fundraising

Trailblazer: this is a word that describes disruptors and innovators, who use the

Salesforce platform to amplify and enhance the way they work. KC will speak to

you about unlocking the potential of the Salesforce platform, by releasing your

inner Trailblazer.

BIOGRAPHYKC Fonzi is a Principal Success Manager at Salesforce.org. KC has spent the past 20 years in the not-for-profit ecosystem, and is

passionate about helping charities leverage technology to achieve their mission. He is most passionate about SDG 10: Reduced

Inequalities and 3: Good Health & Well-Being.


FOR ALL STAFF:

Michael Dickinson, Director of Information, Communication & Technology (CIO),

The Sydney Children’s Hospitals Network (SCHN) Australia

PRESENTATION | Medical Terminology

During this presentation, Michael Dickinson will discuss and explain the

frequently used medical terms so RMHC staff are familiar with the terminology

when speaking with families of the seriously ill children.

Michael has a Bachelor of Nursing, a Paediatric Nursing Certificate, a Post

Graduate Diploma in Business Computing, and is a graduate of the NSW Health

Senior Executive development program.

BIOGRAPHYMichael is the Director of Information, Communication & Technology (CIO) for The Sydney Children’s Hospitals Network

(SCHN) Australia. Michael has 29 years health experience, including roles in Nursing, Education, Information Technology and

Health Services Mgt within LHD’s and NSW eHealth.

Most importantly though – Michael is a RMHC board member for the RMHC GWS chapter (as a hospital representative) and is a

huge believer in the mission of RMHC and the staff and volunteers of chapters. What you all do is amazing!

Agenda – Thursday 12 August 2021 | 11:30am – 12:30pm AEST

THURSDAY 12 AUGUST 2021

KEYNOTE



Writing Made Fun Sue Tomat All Staff

Menti Quiz on Medical Terminology Luke Escombe All Staff


DAY FOUR | THURSDAY, 12 AUGUST 2021

Sue Tomat, Communication Consultant, GumLeafGreen

PRESENTATION | Writing Made Fun

Sue helps clients in Australia and the Asia-Pacific region become more

efficient and successful through excellent communication, particularly in

written communication.

She has worked with people in a range of roles from senior executives to

graduates in the private, public and not-for-profit sectors. Her work spans

from creating board paper templates for ASX100 companies to helping

graduates develop the skills they need to become job ready.

BIOGRAPHYSue has been a communication consultant for 20 years, establishing her own business 18 years ago. Before that, she worked for

12 years as a commercial lawyer in Australia when she learned some unhelpful writing habits which she has now undone!

Sue holds an honours degree in law from the Queensland University of Technology.

She received an achievement award from the Australia Day Council for the work she did for the Queensland Government.

Agenda – Friday 13 August 2021 | 11:30am – 12:30pm AEST

FRIDAY 13 AUGUST 2021

KEYNOTE



The Importance of the First 2000 Days of Life A/Prof Elisabeth Murphy All Staff

Networking Session Breakout Rooms All Staff

Menti Quiz on EVERYTHING Luke Escombe All Staff

Official Closing of the Week & Lucky Attendee Prize Barbara Ryan All Staff

Closing Song Luke Escombe All Staff

DAY FIVE | FRIDAY, 13 AUGUST 2021

A/Prof Elisabeth Murphy, Senior ClinicalAdvisor, Child and Family Health,

NSW Ministry of Health

PRESENTATIONThe Importance of the First 2000 Days of Life

Associate Professor Elisabeth Murphy will provide an overview of recent

additions to the evidence about why the early years of life from conception to

age five are integral to health and wellbeing outcomes across our lifespan.

She will talk about advances in our understanding of the mechanisms throughwhich early childhood brain development influences physical and mental health in

childhood, adolescence, adulthood and even in future generations.

A/Prof Murphy will discuss how the NSW Health First 2000 Days Frameworkseeks to spread this new understanding, and help to guide work to build on our

services and systems to offer better support to children and their families in the

early years.

Finally, throughout her presentation A/Prof Murphy will give insights into how this

might particularly apply to those children and families supported by Ronald

McDonald House Charities.

BIOGRAPHYAssociate Professor Elisabeth Murphy is the Senior Clinical Advisor, Child and Family Health, NSW Ministry of Health. She

has overseen the implementation of a number of early intervention programs including NSW-wide screening programs for

hearing (SWISH – Statewide Infant Screening – Hearing) and vision (StEPS); the Aboriginal Maternal and Infant Health

Strategy and the promotion of health checks for improved child development and health in the NSW Personal Health

Record. Dr Murphy is also the Network Director for Child Youth and Family Health in NSLHD.

She is a past recipient of the Royal Australasian College of Physicians Medal and has recently been recognised as oneof the top 50 Public Sector Women – NSW. In 2020 she was nominated as a Finalist for Public Servant of the Year.

POST EVENT SESSION WEDNESDAY,

18 AUGUST 2021 | 11:00am – 2:00pm AEST

Gabrielle Dolan, Global Thought Leader on Authentic

Leadership and Business Storytelling

PRESENTATIONGabrielle Dolan will challenge your fundamental assumptions around storytelling and communicating in business today. She

provides participants with the tools, perspectives and frameworks needed to successfully use stories in business.

In this workshop you will…

• Understand the various storytelling styles in business.

• Explore what makes a story a story.

• Discover the difference between traditional storytelling and business storytelling.

• Learn how to construct, structure and deliver a story.

• Develop stories that engage and inspire individuals and teams.

• Gain a framework that will help you generate purposeful stories in the future.

• Discuss the various applications of storytelling in business.

Below are some videos to prepare you for the session coming!

The hidden benefits of sharing personal stories in business

The Single Biggest Problem with Communication

Implementing storytelling into your organization

BIOGRAPHYGabrielle Dolan can tell you a story or two. In fact, it was while working in a senior leadership role at National Australia Bank that she realised

the power of storytelling in effective business communication. Since that epiphany, Gabrielle has found her calling as a global thought leader on

authentic leadership and business storytelling.

A highly sought-after keynote speaker, educator and author, Gabrielle has worked with thousands of high-profile leaders from around the world

and helped countless of Australia’s top 50 companies and multinationals to humanise their communications - Telstra, EY, Accenture, VISA,

Australia Post, National Australia Bank, Amazon, Vodafone and the Obama Foundation to name drop a few.

Bringing humanity to the way businesspeople communicate isn’t just a career, it’s a calling. Her dedication to the industry was recognised when

Gabrielle was awarded the 2020 Communicator of the Year by the International Association of Business Communicators Asia Pacific region. The

ultimate expression of her passion for the cause is her Jargon Free Fridays movement/ global movement (jargonfreefridays.com).

https://www.youtube.com/watch?v=HhrA02faSi0&t=5s

https://www.youtube.com/watch?v=hFF3g0I1KQ0&t=5s

Thank youFor attending the Organisational Excellence Forum

A special thank you from the OEF Organising Committee:

Tracey Webster, General Manager, Programs & Impact, RMHC Australia

Anita Neville, National Programs & Impact Manager, RMHC Australia

Cherie Shaw, Fundraising & Marketing Manager, RMHC Victoria & Tasmania

Stephanie Pavlinovich, Ronald McDonald Learning Program Education Coordinator, RMHC Western Australia

Michelle Ring, General Manager, Marketing & Fundraising, RMHC Australia

national organisational excellence forum

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