New Training Workshops

Aged & Community Care Providers Association [ACCPA] recognises that the Aged Services sector is undergoing a transformation with reforms that will lead to more older Australians receiving quality and safe care in their homes. To prepare the sector for these changes, ACCPA has developed a suite of training workshops, designed to support the existing workforce to excel in their roles, and to attract new employees to a sector that offer a wide range of career options and a lifetime of meaningful work.


CX – Customer Experience: Becoming a Provider of Choice

Customer experience management is the practice of designing and reacting to customer interactions to meet or exceed their expectations, leading to greater customer satisfaction, loyalty and advocacy. This workshop explores the key principles of building effective relationships to deliver responsive customer service from the lens of the care recipient’s/ consumer’s experience, in order to maximise the benefit derived from an individual’s funding support, based on their identified needs and preference.

 You will walk away with practical tips and tools about how to:

  • Foster a customer-centric mindset
  • Understand and prioritise your CX organisational goals
  • Integrate teams, tools, processes and feedback to improve CX
  • Include CX data as an essential factor in decision making and innovation
  • See every customer interaction as an opportunity to enhance the CX journey
  • Communicate in ways that improve customer engagement and satisfaction
  • Build trust to deepen relationships and promote brand loyalty





EX – Employee Experience – Creating Employer of Choice Cultures

Discover why EX is not about ping-pong tables, bean bags, free salad bars or employee of the month campaigns. Rather it is about peak experiences – beginnings, endings and transitions and employee-of-the-moment strategies. A positive work experience will influence employee engagement, quality and investment in your service. Learn how to become an employer of choice by enhancing your Employee Experience.

You will walk away with practical tips and tools to help you:

  • Initiate personalised, journey-based approaches to EX
  • Understand the Why behind the How of EX
  • Create informal, localised action plans
  • Foster an intentional and inclusive EX culture
  • Make recruitment, retention and talent growth everyone’s responsibility
  • And build a strong reputable brand as an employer of choice


Both sessions are delivered by facilitator Bruce Williams. Bruce loves to help people understand how other people tick so they can work together with less stress and more “yes!” With a focus on leadership, communication and team dynamics, Bruce has been delivering adult education, coaching and professional development programs for over 4 decades. He is an accomplished speaker and facilitator with an engaging and humorous presentation style.

In addition to managing his own business, Bruce is Judging Chair for the Sunshine Coast Business Awards and a part-time academic with the University of the Sunshine Coast. He is founder and spokesperson for the USC Starfish Program raising funds to support low SES students in higher education. Bruce also mentors young entrepreneurs in The DeLorean Project and Generation Innovation.


 Visit the Training Calendar to register for the next session.