Community and disability services training
To find out more about our range of training, please select from the menu below.
Frontline skills for complaint handling
Effective complaint management
Handling serious incidents in the disability sector
Implementing a quality complaints management system in the disability sector
The rights stuff
For further information, contact our training support officer on (02) 9286 0900 or email training@ombo.nsw.gov.au
Frontline skills for complaint handling
The Community Services (Complaints, Reviews & Monitoring) Act 1993 (CS-CRAMA) applies to all government and non-government community services provided, funded, licensed or authorised by Community Services or Ageing, Disability and Home Care. Our workshops bring services up to speed on their obligations under CS-CRAMA. This workshop has been developed specifically for the community services sector.
As well as developing effective skills and appropriate strategies for complaint handling, participants are given a step by step model for dealing with complaints, examining different types of complainant behaviour and overcoming personal and organisational barriers to making and resolving complaints.
Who should attend
This workshop is designed for all community services staff, especially frontline staff or those who have regular, high volume contact with clients and customers, face to face or by phone.
Learning outcomes
By completing this workshop, participants will have information to:
- understand and identify a complaint
- improve their complaint handling skills
- consider complaints from a ‘complainant perspective’
- raise awareness of the value of complaints
- examine different strategies for handling complaints
- become more confident in their ability to handle complaints
- identify who should respond to a complaint
- understand the roles and functions of the Ombudsman.
The cost of this one-day workshop is $253 (inc. GST). This includes lunch and a range of resources.
Effective complaint management
The Community Services (Complaints, Reviews & Monitoring) Act 1993 (CS-CRAMA) applies to all government and non-government community services provided, funded, licensed or authorised by Community Services or Ageing, Disability and Home Care. Our workshops bring services up to speed on their obligations under CS-CRAMA. This workshop has been developed specifically for the community services sector, and provides an overview of essential elements for an effective complaint handling system.
Using Australian Standards as a reference, participants are given guidance about what good complaint policies should look like. We examine cultural and organisational issues relating to complaints, and provide an opportunity to learn how to use complaints to improve service delivery. Participants are given the chance to apply what they have learned by reviewing their own organisation’s complaint handling systems.
Who should attend
This workshop is designed for community service managers and board members.
Learning outcomes
By completing this workshop, participants will have information to:
- understand key elements of policies and procedures for effective complaint handling
- identify skills participants already use for effective complaint management
- understand the legislative framework for handling community services complaints
- examine an organisation’s complaints culture
- support staff involved in complaint handling
- understand the roles of external agencies.
The cost of this one-day workshop is $253 (inc. GST). This includes lunch and a range of resources.
Handling serious incidents in the disability sector
This workshop focuses on how to respond to serious incidents of abuse and neglect that may arise in a disability service setting. It provides practical advice to help you deal with some of the more complex challenges associated with handling serious incidents, including allegations that may involve a criminal element.
This new workshop is delivered by the Deputy Ombudsman and Community and Disability Services Commissioner, Steve Kinmond.
The workshop covers:
- Identifying serious incidents – the legislative and policy framework
- Planning and executing your response to serious incidents – investigative principles and tactical issues.
- Making findings and taking appropriate management action.
Who should attend
This workshop is designed for investigators, heads of agencies, managers and supervisors who undertake and review investigations of incidents in disability services.
Learning outcomes
Participants will be provided with:
- a clear understanding of how to identify and deal with serious incidents
- an awareness of the responsibilities of key agencies, including Ageing Disability and Home Care, Community Services, the NSW Police Force and the NSW Ombudsman
- the skills to more effectively promote a sophisticated interagency response to these high-risk incidents
- an outline of some of the legal requirements and strategies for investigating particular types of serious employee misconduct, including employment-related child protection allegations.
The cost of this one-day workshop is $550 (inc. GST) and includes a range of resources.
Implementing a quality complaints management system in the disability sector
This new workshop focuses on the essential elements of a quality complaints management system tailored for the disability sector. It is based on current legislative and industry requirements, quality assurance frameworks and the Stronger Together 2 priorities for person-centred approaches to service delivery.
It also provides advice about the critical data that should be collected and analysed by providers to help improve responses to complaints and overall service to clients.
This workshop is delivered by Ombudsman staff with extensive experience in handling community and disability service complaints, and reviewing agency systems.
Who should attend
Disability service managers, operations managers, quality assurance coordinators, team leaders etc.
Staff responsible for developing, managing, or implementing complaint handling policies and systems.
Learning outcomes
By completing this workshop, participants will have information and tools to:
- identify the barriers to making complaints for people with disabilities, their families and representatives
- implement strategies for responding to and managing complaints
- understand the key elements of an effective complaint management system and how it can improve the quality of service provided to clients
- improve awareness of the legislative framework for handling complaints about disability services, including the obligations of providers under the Disability Services Act 1993 (DSA), the Disability Services Standards and the Community Services (Complaints, Reviews and Monitoring) Act 1993 (CS-CRAMA)
- better understand the roles of funding, oversight and regulatory bodies
- develop and implement policies and procedures for managing complaints in line with the Australian Standards for complaint-handling
- develop a system to capture complaints data that identifies trends and patterns in service issues to help inform planning and improvements to your service
- support staff involved in frontline complaint-handling.
The cost of this one-day workshop is $253 (inc. GST) and includes a range of resources.
The rights stuff – a free workshop for consumers
This workshop has been developed specifically for consumers of community services, their families, carers and advocates. This workshop covers practical information and tips to build confidence in raising issues and resolving complaints with service providers.
It covers:
- role of NSW Ombudsman’s office
- information on the community services system in NSW
- your rights as a user of community services
- how you can improve your relationship with service providers
- how to resolve and concerns and complaints
- information and systems advocacy, and
- where you can find support and assistance.
The Rights Stuff is available free of charge for groups of ten or more people.
