Good practice in client consultation

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Good practice in client consultation
Thursday 15th May 2008 Jodie Willmer, CEO,
Travellers Aid Client consultation regarding
service review and supporting clients with a
cognitive disability
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What is Travellers Aid ?

• A not for profit organisation, started in 1916
• Company limited by Guarantee
• 13 positions of Honorary board of Directors-all
  volunteers
• Our offer is to provide support, advice and
  assistance at the point of need to the travelling
  public with special requirements and those in
  emergency situations.

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Our Services
Travellers Aid at Southern Cross Station Offers a
comfortable lounge, amenities, and rest area.
Provides assistance to older, frail or people
with disabilities to ensure safe passage through
Southern Cross Station. City Centre and Social
Enterprise Café Offers an affordable, social
enterprise café, lounge area, and amenities.
Equipped with amenities, tourist information
services and luggage storage capability.
Travellers Aid Access Service (TAAS) Unique
Melbourne based service offering friendly service
and professional support workers to assist people
with disabilities and older people with personal
care needs.
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Our Services
Emergency Relief Assistance Assists travellers at
the point of need, who experience transport and
social disadvantage, who are vulnerable, and
distressed, through the provision of travel
related emergency relief. Travellers Aid at
Flinders Street Station In mid 2008, the service
will offers a comfortable lounge, amenities, and
rest area, and practical assistance to the
travelling public. Mobility Network Aims to
work in partnership with key stakeholders to
Increase participation for people with a
disability in services and facilities offered in
Melbourne, via access to mobility equipment and
information. It also will provide employment and
volunteer opportunities in network sites, and
improvement in employment opportunities for
people with disabilities
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The situation

• Cultural issues and identity
• Communication between the staff , and Board,
  volunteers and clients
• Client advisory committee was inward looking,
  focussed on only one service. People with
  disabilities use all our services
• Lack of clarity about roles, responsibilities and
  selection processes
• Length of tenure of some Client representatives
• Internal Organisational structure not well
  defined or resourced
• Ownership, passion and operational verses
  governance roles

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Travellers Aids Organisational review

• Funded by the William Buckland Foundation and
  Helen Macpherson Smith Trust
• Development of a new strategic plan
• Alignment of the organisational structure to the
  new plan
• A corporate governance review and stakeholder
  consultation with over 40 stakeholders inc.
  disability sector, tourism and transport, welfare
  
• Surveys of 350 clients, staff and volunteers

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What we did

• Separated staff and clients to enable space to
  communicate ideas/issues
• Reviewed our policies and procedures relating to
  client consultation, rights and responsibilities
  of clients
• Attended HACC Training inc Developing a Cultural
  action plan and Active Client Consultation
• Built relationships with other Not for profits
  and sought their views, researched examples of
  good practice
• Renamed and re branded the Travellers Aid
  Disability Access Service reconnected it with
  Travellers Aid
• Promoted a culture of inclusion including our
  volunteer program and partnered with Vision
  Australia

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What we did

• Increased and improved knowledge of the Board on
  issues faced by people with disabilities and
  briefings on Victorian Charter of Human Rights
• Developed a new consumer/client advisory group
  Travellers Aid Roundtable, and partnered with
  DEAC and Action for Community Living to assist in
  expression of interest process
• Attended a mediation with Disability Justice
  Advocacy and some clients who felt the pace of
  change was too fast
• Involved clients, staff and volunteers in the
  organisational review project
• Trained students conducting client surveys in
  disability awareness, and used knowledge and
  experience of the disability attendant support
  workers on staff
• Involved the Travellers Aid Roundtable in the
  development of service review surveys

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What we did

• Ensured attendant support workers (from an
  agency) were available to support clients during
  consultations and meetings
• Involved clients in interview panels and
  selection for new recruitment
• Communicated with pictures, diagrams, and not
  just written material - ie floor plans
• Trialled audio files on our website, and upgraded
  the website (work in progress)
• Listened to concerns and issues about change
• Reduced silos within organisation by implementing
  new organisational structure worked on cultural
  issues
• Met every two months with Roundtable members and
  reported back in newsletter, Annual reports,
  noticeboards etc

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The outcomes
Development of Key Performance Indicators for the
Board, and CEO Approval of the 2008 2013
Strategic Plan Included client consultation and
cultural action plan in business plan Regular
informal catch ups with clients to ask questions
and make suggestions Increased training for
staff and volunteers including managing
challenging behaviours in individuals with a
disability
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Travellers Aids Strategic Plan 2008 2013

• Delivery of high quality services to meet current
  future customer needs expectations
• Provide well known and easy to find services
• Grow solutions for travellers through partnership
  and collaboration
• Position Travellers Aid as an integral part of
  the transport system and tourism industry
• Build a strong, effective, and sustainable
  governance and business culture.

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Advice

• Ensure the timing is right to address Board, and
  management relationships
• Understand that cultural and organisational
  change takes time
• Bring everyone on the journey
• Use resources such as other organisations,
  internet, workshops
• Find support from outside the organisation like a
  mentor via Skillsbank Leadership Victoria , and
  other not for profits, Govt Agencies etc
• Reflect on the achievements and celebrate them
• Engage consultants and experts to help and keep
  communicating outcomes

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Thank you!
Jodie Willmer Chief Executive Officer Phone 03
9654 2600 Email jodie_at_travellersaid.org.au
www.travellersaid.org.au