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Managing Complaints

Details

Date:
June 9, 2021
Time:
1:00 pm - 3:00 pm
Other Time Zones:
1:00pm – 3:00pm (NSW, ACT, Tas, Vic, QLD)
12:30pm – 2:30pm (SA, NT)
11:00am – 1:00pm (WA)
Cost:
$250.00 – $280.00
Event Category:

Other

Trainer First Name
Murray
Trainer Last Name
Coates
Trainer Short Bio

Murray has over 25 years of experience at senior management level in aged and disability support and associated sectors. As a passionate, skilled and experience trainer/ presenter he uses a mix of theory, experiential, reflection and self-discovery to support participants understand and apply their new and existing knowledge. He is also a trained facilitator in the Enzyme technique, which supports groups explore options and prioritise them for action. As a well-rounded personal development professional, Murray is also a successful mentor from the C suit to emerging leaders, where he can provide participants with insight, challenge and focus on solutions that last. He believes that a mix of training and mentoring will be the best approach for the implementation of the new Aged Care standards.

Murray is currently the managing Director at MKC consulting, supporting organisations to develop and to effect change that provides better and more sustainable outcomes for the clients they service. Prior he was the CEO of Community based support a large NFP providing service to people with disabilities and senior Australians. During this time he has also served on the State committee of ACSA. Prior to joining CBS, Murray ran a niche registered training organisation (RTO) in Canberra, the Australian Indigenous Leadership Centre, where he played a key role in moving the organisation away from pure government funding, and into a sustainable financial position. Having been involved in the marketisation of both the RTO and Job Services sectors, he understands the journey, environment and dynamics that organisations go through as government policy changes and new players enter the market.

Murray has served on many profit-for-purpose and commercial boards, including Kimberley Group Training and the TAFE Governing Board, he was the Chairperson and Board Member of the Ord Valley Muster.

June 9, 2021 @ 1:00 pm - 3:00 pm

$250.00 – $280.00
Due to unforeseen circumstance this session has been cancelled
If you are interested in this session please enquire here
  This workshop explore the technics and attitudes required to manage complaints successfully. During the webinar the content also makes links to the Aged Care Quality and Safety Standards as well as the Open discloser guidelines. The workshop combine theory and best practice frameworks with a practical approach.   Participants will have workbook that they will be required to download prior to the workshops to successfully participate and will also require access to a computer with a video camera and reasonable internet access to participate in group activities and live discussions.   Learning Outcomes:
  • Introduction to the psychology of complaining
  • How does a complaints process relate to the Aged Care Quality and Safety Standards and the Open Discloser guidelines.
  • Complaint handling and internal dispute resolution schemes and requirements
  • Overview of best practice complaint handling processes and practices
  • How to manage informal and formal complaints
  • Understand the requirements and attributes of staff who respond to and manage complaints
  • Understand the requirements for documentation and record keeping
  • Using investigations, outcomes and trends from complaints to continuously improve
  • Overview of the requirements for staff supervision, training and development
  • Explore why people complain and the types of complainers
  • Building a positive organisational complaints culture
  Target Audience: This workshop is aimed at staff (and volunteers) who have direct contact with clients/residents to middle managers, complaints coordinators and people who want to refresh their understanding of contemporary complaints handing.
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