NESA Training Events
2 PART COACHING PROGRAMME
Managing Challenging and Aggressive Client Behaviour
Starts Tuesday 15 May 2018 | 2:00pm AEST (1:30pm SA & NT,and 12 noon WA)
Target Group
Team Leaders, Managers, all Frontline staff
Summary
When working with people from different walks of life on a daily basis, and often requesting them to undertake activities they may not be enthusiastic about, some level of challenging behaviour is inevitable. This is a two session coaching programme designed to build skills in dealing effectively with challenging behaviour from an employment service industry perspective.
The coaching programme aims to provide you with all the skills to help you understand and deal with the challenges of a modern-day client-centred employment service. Participants will acquire knowledge on how to enhance their communication techniques and to avoid conflict in the workplace. Participants are expected to contribute to the discussion of techniques and to consider alternative and innovative approaches. The model of delivery for this coaching program requires “learning by doing”, an active learning approach whereby learners will be given work-based activities to be completed as part of the series.
What’s being covered
Session one : Self-management, resilience, and communication & listening skills. Session is being held on Tuesday 15 May 2018 at 2pm AEST
- Understand the principles of how to self-manage and remain resilient in confronting situations.
- How to maintain safe limits and set client expectations.
- Understand how good communication can influence people.
- Learn how to develop effective listening skills and assist clients to develop new skills in communication.
Activity : Provide a written example of a time when you were confronted by disruptive behaviour and what you did to de-escalate and minimise the effects.
Session two : Barriers and limiting client behaviour, responding effectively, and maintaining personal and others’ safety. Session is being held on Tuesday 22 May 2018 at 2pm AEST
- Understand the barriers to effective communication and how to maintain limits on client behaviour
- How to recognise and deal with clients effectively when you feel like you are being provoked.
- Have opportunities through case examples to link theory to practice and application for a safe environment.
FACILITATOR
Matt Luttrell
With over six years’ experience managing hotels in Melbourne and Geelong, and over ten years’ experience in Employment Services in both front line and management roles, Matt has seen it all. He has worked in priority regions where high levels of anti-social behaviour are prevalent.… READ MORE
COST
CONTACT US
For further information on NESA PD training events please contact Max Croft: +61 3 9624 2311 | EMAIL
NESA Training Events
2 PART COACHING PROGRAMME
ESSENTIAL SKILLS: MEETING DES 2018 CONTRACT OUTCOMES Coaching Programme
Starts Friday 18 May | 2:00pm AEST
Target Group
Management, site managers, programme coordinators and experienced employment consultants
Summary
This two part on line coaching programme is designed to improve staff understanding of the delivery of the DES 2018 contract. It will focus on what is expected in DES 2018 and includes strategies to increase programme performance and improved delivery.
Each webinar session is expected to run for approximately 90 minutes including ample Q&A and discussion time.
All registrants will receive a PDF copy of the presentation and a Certificate of Completion
WHAT YOU CAN EXPECT
Session 1: Optimising DES 2018 delivery, engagement, retention and process – Friday 18 May 2018 at 2pm AEST (1:30 pm in SA & NT, 12 noon in WA)
- What has changed (including the Targeted Compliance Framework)?
- Consumer choice
- Why should they come to you?
- Now that you have them, how do you keep them?
- Key requirements
Session 2: DES 2018 contract and compliance requirements – Friday 25 May at 2pm AEST (1:30 pm in SA & NT, 12 noon in WA)
- Outcomes, service and job placement fee compliance
- Star Ratings and Performance Framework
- Demonstrating service commitments, National Standards for Disability Services (overview) and tender commitments
- Exploration of the ongoing support processes
- Effective case noting
FACILITATOR
Matt Eldridge
With over 20 years practising and studying leadership and management in a range of community and business settings, Matt is committed to innovation and to motivating teams. A strategic thinker and strong communicator and teacher, Matt’s diverse experience has grown to create very practical approaches to training, management and technology. He has spent many years working for employment services providers over a range of different contracts in the roles of performance management, learning & development, site management and compliance. His focus (and enthusiasm) has always been about providing staff, teams and organisations with the right training and tools to better achieve stronger outcomes.
COST
CONTACT US
For further information on NESA PD training events please contact Max Croft: +61 3 9624 2311 | EMAIL
NESA Training Events
3 PART COACHING PROGRAMME
DES 2018 Employment Consultant Induction
Starts Wednesday 13 June 2018 | 2:00pm AEST
Target Group
New DES Frontline staff
Summary
In a complicated and constantly changing industry, giving the right support to new staff is critical so they can hit the ground running and avoid feeling overwhelmed. Our DES 2018 Employment Consultant Induction series can help them feel comfortable and understand the industry context and framework that they are now working with. It will help you to retain staff and avoid having to go through the costly recruitment process again. Our aim is to assist them to settle in quickly and become productive as soon as they can. The series will also be useful for existing staff that need a refresher or are returning to work after a long absence (such as maternity or long service leave).
Our Employment Consultant Induction coaching programme has a focus on the DES 2018 core elements and the soft skills required for positive client engagement, job placement and effective post placement support. The sessions are full of observed good practices, tips and advice.
WHAT YOU CAN EXPECT
Over three on-line webinar sessions, Matt Eldridge will comprehensively introduce staff to the components and good practice soft skills that makes an effective and efficient employment services industry. The webinars will take participants through a range of strategies so they can perform effectively with customers, while touching on the KPI measures and compliance requirements. Our training is operational and complimentary to your internal induction programmes.
Each session is expected run for approximately an hour and a half. This live broadcast will include ample Q&A time. The model of delivery for this coaching programme requires learners to “learn by doing”, which is an active learning approach whereby learners will be given work-based activities to be completed as part of the series. Once the series has been completed you will be forward a Certificate of Completion for your portfolio.
Expected outcomes
- Session 1 – Introduction, KPI and meeting expectations (Broadcasts on Wednesday 13 June 2018 at 2pm AEST (1:30pm SA and NT and 12noon WA)
- Brief history of employment services
- Role of the consultant
- Contract and service delivery
- DES 2018 contract KPI’s and remaining compliant
- Managing participant expectations
- Core DES 2018 servicing steps
- Social security law
- Consultant tools of the trade
- Appointment management
Activity: Research and summarise what is a “Client Centred focussed service”
Session 2 – Working with participants (Broadcasts on Friday 15 June 2018 at 2pm AEST (1:30pm SA & NT and 12noon WA)
- Activity discussion
- Case management planning skills to meet KPI
- Participant centred servicing.
- Case note structure and strategies
- Creating effective Job Plans
- Resume building
- Challenges to employment
Activity: Research the Disability Service Standards and Principles – what are they?
Session 3 – Wrap around serving your participants (Broadcasts on Friday 22 June 2018 at 2pm AEST (1:30pm SA & NT and 12noon WA)
- Activity discussion
- Lifestyle adjustment
- DES Post Placement Support process and strategies for when placements fall over
- Engaging stake holders
- DES Outcome cycle
- Ongoing support
- Job in jeopardy
- Individual rights
FACILITATOR
Matt Eldridge
With over 20 years practicing and studying leadership and management in a range of community and business settings, Matt is committed to innovation and to motivating teams. A strategic thinker and strong communicator and teacher, Matt’s diverse experience has grown to create very practical approaches to training, management and technology. He has spent many years working for employment services providers over a range of different contracts in the roles of performance management, learning & development, site management and compliance. His focus (and enthusiasm) has always been about providing staff, teams and organisations with the right training and tools to better achieve stronger outcomes.
COST
CONTACT US
For further information on NESA PD training events please contact Max Croft: +61 3 9624 2311 | EMAIL
Why you should attend
DES managers need to understand person centered approaches and adopt new techniques to drive quality services and high performing teams. This interactive workshop will cover practical information and techniques for leading effective service and performance.
Our DES forum is specifically designed to meet the needs of:
Regional Managers
Site Managers
New DES Providers
Topics covered
Making Connections
• Lived experience and why it matters
• Understanding the disability landscape
• Identifying and connecting with key referral partners
Service Management
• DEEDS, guidelines and provider compliance
• Achieving performance through 30 30 30 caseload management
• Engagement - reducing resistance through practical person centered approaches
• Building better practice through leading strategic interventions
Maximising Performance
• Retaining employers
• Collaborating for success
• Outcome sustainability through effective post placement and ongoing support
• Tools and resources
Leading services and performance in a consumer driven market
Meet our presenters
Annette Gill
NESA Principal Policy Advisor
Annette has worked with not for profit, private and local government organisations and has been involved in State and Commonwealth funded employment services since the early 1990’s. Annette was Policy Manager at NESA from 2003 - 2013. Prior to commencing her current consultancy business, Annette held the role of Policy and Research Manager of Karingal a large community and disability services organisation with annual revenue of approximately $100 m and which was part of the NDIS Barwon trial. Annette led the policy and research agenda as well as undertaking bid management contributing to organisational growth, particularly in its aged care and employment services divisions.
Vanessa Puopolo
NESA Policy Advisor
Vanessa has worked in the employment services sector for over 9 years after completing a Bachelor of Applied Science (Disability) in 2007. In 2013 Vanessa joined the NESA policy team engaging with NESA members through outreach to identify operational and policy related issues across the breadth of all employment programmes including jobactive, DES, TTW and WfD, she is focused on being a voice and influence that helps shape employment programme settings to achieve operational efficiencies for staff whilst ensuring programmes tangibly meeting the needs of job seekers through effective and efficient services.
Event Details
Thursday 21 June 2018
Registration 9.00am
Workshop 9.30am - 4.30pm
Mantra Tullamarine Hotel, Melbourne
Cnr Melrose Drive & Trade Park Drive, Tullamarine
Shuttle Bus from/to Airport: Complimentary
Event prices
NESA MEMBER REGISTRATION
.-
PRICE INCLUDES:
-
Tea and coffee at registration
-
Morning and afternoon tea
-
Lunch
NESA MEMBER GROUP REGISTRATION
3 OR MORE PEOPLE-
PRICE INCLUDES:
-
Tea and coffee at registration
-
Morning and afternoon tea
-
Lunch
NON-MEMBER REGISTRATION
.-
PRICE INCLUDES:
-
Tea and coffee at registration
-
Morning and afternoon tea
-
Lunch
NESA Training Events
WORKSHOP
DES 2018 Engagement and Retention Skills
Melbourne | Monday 25 June 2018 | Starts 9.30am sharp
DETAILS
DATE: Monday 25 June 2018
TIME: 9am, for 9:30am start. Finished by 4:30pm
LOCATION: Central location Melbourne
Target Group
Team Leaders, Managers, all frontline staff
Summary
The DES sector is about to experience the biggest shift in service delivery since its inception – the service offered by frontline staff will change from a participation model to a customer-centred model.
To support your staff in the transition to DES 2018 and the new client-focused environment, NESA has engaged with BOUNCE consultancy to develop and deliver this workshop.
This one day workshop will give employment services operational staff and their managers best practice strategies and techniques that they will be able to implement on a daily basis.
Topics being covered
A BOOST TO YOUR CAPABILITY
- The change to the new customer-focussed world
- Practical emotional intelligence tips to engage & retain clients
DEVELOP ATTRACTION & ENGAGEMENT STRATEGIES
- What will attract clients to your service?
- Learn to balance mutual obligation with choice & control – Know what your clients really want
TRANSFORM YOUR SERVICE DELIVERY MODEL
- Refine your service delivery
- Be competitive in the new world
- Change participants’ mindsets without them changing providers
FACILITATOR
Matt Luttrell
Matt Luttrell has over 15 years’ management experience that includes many years managing hotels in Melbourne and Geelong and a decade in employment services. Within employment services Matt started his journey in recruitment and developed into senior management positions where he developed an extensive network and is well regarded for building key stakeholder relationships within the industry. Matt lists his strengths as integrity, honesty and accuracy, all of which are critical components when building and maintaining relationships with key stakeholders.
COST
OTHER
All participants that complete workshop will receive a Certificate of Completion and leave with a comprehensive Professional Training workbook
CONTACT US
For further information on NESA PD training events please contact Max Croft: +61 3 9624 2311 | EMAIL
NESA Training Events
3 PART COACHING PROGRAMME
jobactive Employment Consultant Induction
Starts Tuesday 10 July 2018 | 2:00pm AEST
Target Group
New jobactive Employment Consultants (will also be useful for existing staff that need a refresher or are returning to work after a long absence (such as maternity or long service leave).
Summary
In a complicated and constantly changing industry, giving the right support to new staff is critical so they can hit the ground running and avoid feeling overwhelmed. Our Employment Services Industry jobactive Employment Consultant Induction series can help them feel comfortable and understand the industry context and framework that they are now working in. This will help you to retain staff and to avoid having to go through the costly recruitment process again. Our aim is to assist them to settle in quickly and become productive as soon as they can.
WHAT YOU CAN EXPECT
Over three webinar sessions, Matt Eldridge will comprehensively introduce staff to the good practice soft skills essential to an effective and efficient employment services delivery. The webinars will take participants through a range of strategies, while also touching on KPI measures and compliance requirements. The model of delivery for this coaching program requires learners to “learn by doing”. Our training is operational and complimentary to your internal induction programs.
Our jobactive Employment Consultant Induction coaching programme has a focus on the jobactive program core elements and the soft skills required for positive client engagement, job placement and effective post placement support. The sessions are full of observed good practices, tips and advice.
Each session is expected to run for approximately an hour and a half, including ample Q&A time. Once the series has been completed you will be sent a Certificate of Completion for your portfolio. Registrants will also receive a PDF copy of the presentation.
About the three sessions
WEBINAR 1 – Appointment and Interview Skills (Broadcasts on Tuesday 10 July 2018 at 2pm AEST)
- Brief introduction to the industry
- Consultants’ “tools of the trade”
- Negotiation strategies
- Creating behavioural change
- Effective questioning strategies
- Strategies for client cohorts
- Effective interviewing
- Working with resistance
Activity: Segment your caseload into industry and client cohort groups
WEBINAR 2 – Service Delivery (Broadcasts on Tuesday 17 July 2018 at 2pm AEST)
- Case management strategies to meet KPI’s
- Case noting strategies
- Creating effective Job Plans
- Job seeker compliance and reporting – high level KPI measures and the continuous improvement role of compliance
- Effective diary management
- Activity management
- Client marketing strategies
- Proof of service
- Resume building
Activity: Demonstrate key steps to meeting service delivery commitments and techniques for speed of placement
WEBINAR 3 – Outcomes Requirements (Broadcasts on Tuesday 24 July 2018 at 2pm AEST)
- Post placement support process
- Outcome cycle
- Evidence collection
- Strategies for when placements fail
- Strategies to ensure clients declare income
- Technology to support the job seeker and employer
- Workplace modification
FACILITATOR
Matt Eldridge (controlled Chaos)
With over 20 years practicing and studying leadership and management in a range of community and business settings, Matt is committed to innovation and to motivating teams. A strategic thinker and strong communicator and teacher, Matt’s diverse experience has grown to create very practical approaches to training, management and technology. He has spent many years working for employment services providers over a range of different contracts in the roles of performance management, learning & development, site management and compliance. His focus (and enthusiasm) has always been about providing staff, teams and organisations with the right training and tools to better achieve stronger outcomes.
COST
CONTACT US
For further information on NESA PD training events please contact Max Croft: +61 3 9624 2311 | EMAIL
NESA Training Events
2 PART COACHING PROGRAMME
Managing Challenging and Aggressive Client Behaviour
Thursday 19 July 2018 | 2:00pm AEST
Target Group
All staff
Summary
When working with people from different walks of life on a daily basis, and often requesting them to undertake activities they may not be enthusiastic about, some level of challenging behaviour is inevitable. This is a two session online coaching programme designed to build skills in dealing effectively with challenging behaviour from an employment service industry perspective.
The coaching programme aims to provide you with all the skills to help you understand and deal with the challenges of a modern-day client-centred employment service. Participants will acquire knowledge on how to enhance their communication techniques and to avoid conflict in the workplace. Participants are expected to contribute to the discussion of techniques and to consider alternative and innovative approaches. The model of delivery for this coaching program requires “learning by doing”, an active learning approach in which learners will be given work-based activities to be completed as part of the series.
WHAT YOU CAN EXPECT
Session one : Self-management, resilience, and communication & listening skills. Session is being held on Thursday 19 July 2018 at 2pm AEST (1:30pm SA & NT, and 12 noon WA)
- Understand the principles of how to self-manage and remain resilient in confronting situations.
- How to maintain safe limits and set client expectations.
- Understand how good communication can influence people.
- Learn how to develop effective listening skills and assist clients to develop new skills in communication.
- Understand the barriers to effective communication and how to maintain limits on client behaviour
- How to recognise and deal with clients effectively when you feel like you are being provoked.
- Have opportunities through case examples to link theory to practice and application for a safe environment
Extra details
Each webinar session is expected to run for approximately 60 minutes including ample Q&A and discussion time.
A PDF copy of the presentation and a Certificate of Completion will be distributed to all registrants once the series has been completed.
FACILITATOR
Matt Luttrell (BOUNCE Australia)
With over six years’ experience managing hotels in Melbourne and Geelong, and over ten years’ experience in Employment Services in both frontline and management roles, Matt has seen it all. He has worked in priority regions where high levels of anti-social behaviour are prevalent. Matt is educated and experienced in conflict management believing that the real secret is to be able to identify a challenging situation and effectively communicate with the individual to gain a mutually agreed outcome.
COST
CONTACT US
For further information on NESA PD training events please contact Max Croft: +61 3 9624 2311 | EMAIL
NESA Training Events
WORKSHOP
Motivating Resistant Clients
Melbourne | Thursday 6 September 2018 | Starts 9.30am sharp
Target Group
This workshop suits frontline staff, especially employment consultants, team leaders and executive staff ; working in the employment services sector
About
Resistant clients require a different level of investment to get them motivated and change their mindsets. This workshop takes a close look at why clients may be resistant, reluctant or suspicious. This 1-day workshop provides employment consultants and practitioners with the skills to positively engage mandated clients and develop workable relationships. It will enable practitioners to confidently deliver effective services and achieve outstanding & sustainable results. Focusing on client accountability, the skills learned will enable consultants to encourage clients to take personal responsibility whilst creating motivation. Instead of struggling when confronted by resistant clients, practitioners can adapt a more constructive method to achieving outcomes. Motivational Interviewing (MI) is a communication method intended to move a person toward change, focusing on exploring and resolving ambivalence as a key to eliciting that change. MI facilitates and engages intrinsic motivation within the client to change behaviour. The practitioner seeks to elicit “change talk” (participant initiating discussion about the idea of changing). A client’s readiness for change may be assessed and Motivational Interviewing provided to suit the clients stage of change. This one-day workshop has been designed to build a framework to engage and motivate resistant clients. The aim of the workshop is to provide staff with the skills to engage reluctant clients, utilising the Stages of Change Model and Motivational Interviewing skills to inspire motivation and enthusiasm.
What is being covered
Identify resistant clients
Understand the reasons for reluctance, including complex barriers
Learn the importance of deliberate and collaborative conversations about change using the Stages of Change Model
Learn motivational interviewing techniques for Employment Services
Learn effective ways to resolve discrepancy and ambivalence
Acquire skills in effective goal setting and change measurement
Learn skills to apply a solution focused, problem solving approach
FACILITATOR
Sharon Mamo
Sharon is a qualified human services program designer and lecturer with many years of experience in Human Resources. For the last 5 years she has focused on researching and working with disengaged job seekers and their complex needs. Sharon combines clinical psychotherapy and professionalism with a natural and down to earth approach. Sharon is a qualified Drug and Alcohol Facilitator, Psychotherapist & Social Sciences Professional. She has worked as a psychotherapist in Employment Services for 8 years. As an expert in encouraging mandated and resistant clients to change, she keynotes at National Conferences on topics of Behavioural Change, AOD, Mental Health and Neuropsychotherapy.
COST
OTHER
At the end of the workshop participants will receive a Certificate of Attendance.
NESA Training Events
3 PART COACHING PROGRAMME
DES 2018 Employment Consultant Induction Coaching Programme
Starts Wednesday 12 September 2018 | 2:00pm AEST
Target Group
New frontline staff
Summary
In a complicated and constantly changing sector, giving the right support to new staff is critical so they can hit the ground running and avoid feeling overwhelmed. Our DES 2018 Employment Consultant Induction series can help new staff to feel comfortable and understand the sector context and framework that they are now working with. It will help you to retain staff and avoid having to go through the costly recruitment process again. Our aim is to assist new staff to settle in quickly and become productive as soon as they can. The series will also be useful for existing staff that need a refresher or are returning to work after a long absence (such as maternity or long service leave). Our Employment Consultant Induction coaching programme has a focus on the DES 2018 core elements and the soft skills required for positive client engagement, job placement and effective post placement support. The sessions are full of observed good practices, tips and advice.
WHAT YOU CAN EXPECT
Over three on-line webinar sessions, Matt Eldridge will comprehensively introduce staff to the components and good practice soft skills that make an effective and efficient employment services sector. The webinars will take participants through a range of strategies so they can perform effectively with customers, while touching on KPI measures and compliance requirements. Our training is operational and complimentary to your internal induction programmes. Each session is expected to run for approximately an hour and a half. This live broadcast will include ample Q&A time. The model of delivery for this coaching programme requires learners to “learn by doing” - an active learning approach in which learners will be given work-based activities to be completed as part of the series. Once the series has been completed participants will receive a Certificate of Completion.
Expected outcomes
Session 1 – Introduction, KPIs and meeting expectations (Broadcasts on Wednesday 12 September 2018 at 2pm AEST (1:30pm SA and NT and 12noon WA)
- Brief history of employment services
- Role of the consultant
- Contract and service delivery
- DES 2018 contract KPIs and remaining compliant
- Managing participant expectations
- Core DES 2018 servicing steps
- Social security law
- Consultants’ tools of the trade
- Appointment management
Activity: Research and summarise what a “client-centred service” is.
Session 2 – Working with participants (Broadcasts on Wednesday 19 September 2018 at 2pm AEST (1:30pm SA & NT and 12noon WA)
- Activity discussion
- Case management planning skills to meet KPIs
- Participant centred servicing
- Case note structure and strategies
- Creating effective Job Plans
- Resume building
- Challenges to employment
Activity: Research the Disability Service Standards and Principles – what are they?
Session 3 – Wrap-around serving your participants (Broadcasts on Wednesday 26 September 2018 at 2pm AEST (1:30pm SA & NT and 12noon WA)
- Activity discussion
- Lifestyle adjustment
- DES Post Placement Support process and strategies for when placements fall over
- Engaging stake holders
- DES outcome cycle
- Ongoing support
- Job in jeopardy
- Individual rights
FACILITATOR
Matt Eldridge
With over 20 years practising and studying leadership and management in a range of community and business settings, Matt is committed to innovation and to motivating teams. A strategic thinker and strong communicator and teacher, Matt's diverse experience has grown to create very practical approaches to training, management and technology. He has spent many years working for employment services providers over a range of different contracts in the roles of performance management, learning & development, site management and compliance. His focus (and enthusiasm) has always been about providing staff, teams and organisations with the right training and tools to achieve stronger outcomes.
COST
NESA Training Events
WEBINAR
Change Your Brain for Habits of Excellence webinar
Thursday 13 September 2018 | 2pm AEST (1:30pm in SA & NT and 12 noon in WA)
Target Group
All staff esp Frontline
Summary
Habits are necessary – they help us to function effectively in an increasingly fast-paced and complex world. But are our habits helping or hindering our effectiveness and productivity?
This highly practical and enlightening webinar has a powerful message for anyone who wants better results from their time. It will leave participants feeling empowered to make changes in those areas that have been keeping them stuck in ineffective habits and routines.
What You Will Learn
- Explore how our brain creates and forms habits
- Identify the 3 critical elements of a habit and which one to change for success
- Discover why energy is more important than time and how it helps create efficiency habits
- Learn practical, workable strategies for developing and maintaining focus and attention
- Come away feeling inspired to action by applying the H.A.B.I.T. formula for greater productivity, a healthier lifestyle and a real sense of achievement
FACILITATOR
Clare Edwards
Clare is a change-maker. She helps organisations to tap into the collective potential of their people so that they can master personal leadership, thrive in change and stay fully engaged.
A passionate storyteller and inspiring speaker, Clare takes her audiences on an experiential journey, leaving them filled with new insights, keen to know more and motivated to change.
Clare’s corporate background spans 2 decades of working in senior management roles with global IT companies, surviving the dot com ‘boom and bust’ of the early millennium and thriving in complex, fast-paced change environments.
Clare makes the complex simple. She has studied neuroleadership extensively and brings theory and concepts to life helping people to uncover the full potential of their amazing brain and its ability to change – without the psychobabble.