Training for the community services sector
The Community Education and Training Unit offers a series of training workshops for the community services sector in Sydney and several regional areas each year.
Frontline skills for complaint handling – community services
As well as developing effective skills and appropriate strategies for complaint handling, participants in this workshop 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. Recommended for all staff.
Effective complaint management
This workshop provides an overview of the essential elements of an effective complaint handling system. Using the Australian Standards as a reference, participants are given guidance about what a good complaints policy should look like. This workshop also examines cultural and organisational issues relating to complaints, and provides participants with an opportunity to learn how to use complaints to improve service delivery. Participants are given the chance to apply what they’ve learned by reviewing their own organisation’s complaint handling systems. Recommended for service managers and board members.
The Rights Stuff – a free workshop for consumers
This workshop has been developed specifically for consumers of community services, their families, carers and advocates. The Rights Stuff is an engaging, informative and empowering look at the rights of consumers.
This workshop covers the Ombudsman’s role, the rights of consumers of community services, tips for dealing more effectively with providers, resolving issues, making complaints and how to effectively raise issues. Helpful resources and contacts are also provided.
The Rights Stuff is available free of charge for groups of ten or more people.
In-house training
Interested in organising training in your organisation or area? We can come to you!
Our training workshops are also available in-house. In-house training has the added advantage of providing a cost effective and convenient method of delivery. Participants are given the opportunity to workshop challenges unique to their own organisation. This approach helps promote greater organisational consistency in responding to complaints.
Our in-house workshops include:
- a pre-training consultation
- an integrated programme offering flexible learning and development strategies across all levels of your organisation
- a flexible range of content options, and
- increased relevance and applicability to your sector, region or group.
View our up coming workshops
For further information, contact our training support officer on (02) 9286 0900 or email training@ombo.nsw.gov.au
To register for a workshop, click here.
Community Services Training Presenters
Padmadakini Coombes
Team Leader Complaints Handling Review & Community Education
Paddy Coombes is a learning and development professional with over has 25 years experience in consultation, management and direct service provision. Originally trained in social work, Paddy is a warm and inspiring facilitator who has developed and delivered numerous training programmes with both the public sector and for NGOs. Her expertise has found application across a broad range of settings including child and family services, the legal and correctional systems and community consultation. Paddy has worked for the NSW Ombudsman, in the Community Services Division, for the past four years.
Gabe Morahan
Community Education Officer
Gabe Morahan started her career as a youth worker and has spent the last 15 years working in various community organisations both here and in the UK. Most recently she has worked for the NSW Anti-Discrimination Board and for Lancashire Youth and Community in community education and training roles. In the UK she completed a two year FE Certificate (in teaching adults) and a Certificate in assessing trainers.
Other team members
Irene Craig
Complaints Handling Review
Irene Craig has worked in direct service roles, management and senior management positions for over 25 years. She has worked in child protection, foster care, residential care, quality assurance and disability services in Australia and the UK.
Tracylee Arestides
Community Education Officer – Communications
Tracylee has worked in communications for both the private sector and NGOs for almost 20 years. She has an extensive background in writing and research and has implemented communications programs for an array of organisations ranging from Family Planning NSW to Macquarie University’s Customised Accessibility Service to the Down Syndrome Association of NSW.
