A series of workshops will be delivered in-person across Adelaide, Darwin and Sydney. These workshops form part of the NDS Risk, Incidents and Complaints Management (RICM) Skilling the Sector project supporting individual, small and medium disability service providers.

About the workshop

Introduction to Investigations:

This interactive section of the workshop will cover topics including:

• Why do we need to investigate?
• When should we investigate?
• Key investigations terminology and concepts and what they mean
• Introduction of the Five Step investigations process
• How investigations fit with organisation risk and quality processes
• How to use the RICM Investigations resources
• Developing an Investigation Plan for a case study example

Managing Complaints Effectively:

This interactive section of the workshop will cover topics including:

• A self-assessment of your complaints system
• Why complaints are so important – and what you are missing if you don’t receive any
• The features of a good complaints process
• What are the 4 A’s of Complaints Management and how to implement these
• Managing expectations
• How to explore complaints

Speakers

Kristie Walker is the Founder and Director of On Track Investigations.

She is an industry expert specialising in conducting and training in the areas of workplace investigations, dispute resolution and complaints. Kristie is passionate about supporting others to develop skills to undertake just, well planned investigations that produce customer focused well written investigation reports. Knowing that poorly managed complaints can affect your organisational reputation, land you in the hands of your industry regulator, and make life generally miserable, Kristie is determined to shine a light on resources and process that can help all providers improve their complaints handling.

Matthew Carey, a member of the NDS Lived Experience Network (LEN) will support Kristie in each workshop.

Matthew has been a long term contributor and presenter to the NDS Zero Tolerance and Risk, Incidents and Complaints Management projects. Matthew’s lived experience, and human-rights based approach will underscore the importance of well managed investigations and complaints, and the critical place of continuous quality improvement within the sector.

Who Should Attend?

CEOs Quality Managers, Operational Managers, and Senior Leaders.

Event Details

Inclusions:Morning tea and a working lunch will be provided

Cost

The RICM Project is supported by the Australian Government. The in-person workshop is free to providers.

A small fee will be charged to cover meal costs:

• $15.00 per person, inclusive of GST.