Chorus Team News Feed

As part of the third and final phase of transitioning to Chorus 2.0, we would like you to attend one of the below information sessions, covering:

• Rollout of the remaining 10 Locals (first hour)
• Next steps on the Enabling Team (second hour)
• Opportunity for Q&A

These sessions will provide clarity on the next steps for the remaining Locals as well as the Enabling Team.

If you will be in the Enabling Team, it is encouraged that you attend both the Local and Enabling updates as they will provide relevant information for your role in Chorus 2.0. Both sessions are open to all Chorus team members.

Please see the details below and share this information with your team members if there’s anyone who may have been missed from the Enabling Team.Information Sessions available:

*content will be the same at each session

Wanneroo – Tuesday 7 September
Wanneroo Sport and Social Club (Ernie Chitty Room); 22 Crisafulli Ave, Wanneroo

• Enabling Team next steps –  2pm – 3pm
• Local Information Session – 3pm – 4pm

North Perth/Leederville – Wednesday 8 September
Loftus Recreation Centre (upstairs function room); 99 Loftus Street, Leederville

• Enabling Team next steps –  2pm – 3pm
• Local Information Session – 3pm – 4pm

Carlisle – Thursday 9 September
Harold Hawthorne Community Centre (Diner); 2 Memorial Ave, Carlisle

• Enabling Team next steps –  2pm – 3pm
• Local Information Session – 3pm – 4pm

Fremantle/Cockburn – Wednesday 15 September
Cockburn Health and Community Facility, 11 Wentworth Parade, Success

• Enabling Team next steps –  2pm – 3pm
• Local Information Session – 3pm – 4pm

Currambine (TBC)

• Enabling Team next steps –  2pm – 3pm
• Local Information Session – 3pm – 4pm

Fremantle/Cockburn and Currambine details are yet to be confirmed. Updates will be posted via Yammer.

You may want to attend a session based on the Local area you would like to be part of in Chorus 2.0, however this is not essential. Please ensure you’re able to make at least one session.

Please email 2.0@chorus.org.au which session you will be attending, or if you are unable to attend.

Hot off the press!

Newsletters have been sent to customers in the Kwinana and Rockingham region to introduce them to the new way of working in Locals.

Click below on the images to read the newsletter.

Click here to read the the FAQ’s regarding the newsletter and upcoming changes.

Click here to read more details or click the video below to watch the call. (you will need to be logged into your Chorus Office365 account to see these videos)

Last week information sessions were held to discuss the different hat roles in Chorus 2.0 as part of the next phase of the roll out for Rockingham, Kwinana, Albany & Bunbury.

Click on each video below to find out more (you will need to be logged into your Chorus Office365 account to see these videos):

Cell Lead

Planner Hat

Customer Advocate Hat

Mentor Hat

Housekeeper Hat

Translator Hat

At the June R’PER meeting, Dan spoke about the current vision for the Enabling Team, including:

Click below to watch the full video of the discussion.

(you will need to be logged into your Chorus Office365 account to see this video)

Pictured left to right: Emer, Nese, Jacqui, Suzanne, Maddi, Chanel, Niroshni, Ryan and Tara

The Locals’ rollout is in full swing, with the Kwinana and Rockingham Local Leads getting together to define the structure of each Local – including the boundaries of each Local and suburbs included in each (see map below) with the Coaches (pictured above).

The Kwinana & Rockingham Local Leads answered a few questions so that everyone could get to know them. Click on their name below to read more.

         
Suzanne Hymers                      Maddie Sworder

         
Jacqui Collier                       Tara Morgan

As part of the next phase of Chorus 2.0 in Rockingham and Kwinana, Information Sessions were recently held in the area for all staff and volunteers. The aim was to provide information on what the next few months will look like and to offer the opportunity for questions.

If you were unable to attend and are interested in catching up, please find the recording below of the Information Session held in Safety Bay on 17 June. The session includes:

• An overview of the Locals in Rockingham and Kwinana (number, approximate size, suburbs covered etc).
• What will and won’t change.
• Outline of what happens next.
• Q&A.

For more information on Chorus 2.0 watch the video below for an overview.

Following Shelley’s recent announcement that she will be relocating to Mandurah at the end of June, Chorus is now looking for expressions of interest for those wanting to take on a Local Lead role in Albany. This role forms part of the process of bringing Chorus 2.0 to life in our regional areas, in conjunction with the rollout of the Rockingham and Kwinana Locals.

Given the current circumstances this process will be moving at pace, so to ensure you are in consideration please follow the instructions below and forward your expression of interest by 12 noon on Friday 25 June.

About the opportunity:

The Local Lead role will cover all services in the Albany region.

This is open to all people in Chorus and we welcome interest from all backgrounds.

Note: It is not a requirement that you currently live or work in the Albany region to be considered. However, there will be a requirement for you to relocate to Albany to undertake the role and fulfill your team commitments, personal development, and time with customer.

This is an opportunity for you to put your hand up for work that is stimulating and meaningful to you. In addition, if you know of someone who would be a great fit for the Local Lead role we would also encourage you to nominate them to be part of this process.

Resources available:

The video of the Chorus 2.0 approach attached below provides an overview of a Local (incl. Local Lead), Cell, and Hats (Cell Lead, Customer Advocate, Planner, Mentor, Housekeeper, Translator).

Video of the Chorus 2.0 approach:

(you will need to be logged into your Chorus Office365 account to see this video)

You can also find more videos and information on the Local Leads from phase 1 in Peel here on the Chorus Teams site.

How to get involved:

If you are interested in nominating yourself or someone else for a Local Lead role in Albany, please let us know in 2 paragraphs or less;

• Who you are nominating (yourself/name of person you are nominating)
• Why (e.g. what motivates you, what experience you will bring etc.)

Please forward your expression of interest before 12 noon on Friday 25 June by sending an email to 2.0@chorus.org.au with ‘EOI Albany Local Lead’ in the subject line.
By opting in you will play a key role in continuing the learning and refining of Chorus 2.0. If you are unsure, I’d encourage you to take the bold step; lean in with curiosity and apply to find out more!

What happens next:

• Watch the Chorus Connect Q&A with the Peel Local Leads which will give further insight into the role of a Local Lead and provide further details from their experience in Peel.
• Please watch the 2.0 walkthrough to gain understanding of the org structure surrounding these opportunities and note down any questions you would like to ask.
• Expression of interest will be open for a period of one week, closing at 12 noon on Friday 25 June. We will provide a further update after this time on next steps.

The process for identifying Local Leads for the five Rockingham and Kwinana Locals is now complete.

The selection process was driven by feedback from colleagues, who provided their views on each candidate’s values and demonstration of the Chorus way of doing things. Well done all on a novel, transparent and effective approach!

The six Local Leads were chosen from a pool of 18 candidates. It’s been so great to see such enthusiasm. It’s important to note that the people not selected have many other pathways open to them in Chorus 2.0.

The Rockingham-Kwinana Local Leads will be:

• Chanel Rikihana
• Jacqui Collier (job share with Suzanne)
• Maddi Sworder
• Nese Young
• Suzanne Hymers (job share with Jacqui)
• Tara Morgan

We will be working with the Local Leads and their current teams to support a transition into their new roles. The Local Leads will continue in their current role for the time being, and gradually transition through the roll out period (target go live late August).

Congratulations to the six, and to all of the other people involved; I look forward to working with them in bringing Chorus 2.0 to life.

Hot off the press!

Newsletters have been sent to Peel Central and Peel North customers to introduce them to their team and the new way of working in Locals.

Click below on the images to read the newsletters.

Local Lead Q&A

We had a fantastic Q&A with Peel Local Leads Lisa, Angela and Craig on Chorus Connect this week as part of the EOI process for Local Leads and Hats in Rockingham and Kwinana.

Remember nominations close Tuesday 25 May at midday!

(you will need to be logged into your Chorus Office365 account to see this video)

Click here to read the questions that we asked on the call.

Learning & Development

Following from Dan’s announcement on the Chorus Connect call yesterday, we are now opening expressions of interest for Local Leads and Hats in the Rockingham and Kwinana area. This is an exciting opportunity to be part of the next phase in becoming 2.0, where you will be instrumental in building on the success and learnings of Peel.

About the opportunities:

The Rockingham and Kwinana area will cover suburbs from Singleton, up to Kwinana, and out to Baldivis.

This is open to all people in Chorus and we welcome interest from all experience levels and backgrounds.

Note: It is not a requirement that you currently live or work in the Rockingham and Kwinana region to be considered. However there will be a requirement for you to work in Rockingham or Kwinana to fulfil your team commitments, personal development, and time with customer.

This is an opportunity for you to put your hand up for work that is stimulating and meaningful to you. If you think of anyone who would be a great fit for a Local Lead or a Hat role, we would also encourage you to nominate them to be part of this process.

Resources available:

The video of the Chorus 2.0 approach attached below provides an overview of a Local (incl. Local Lead), Cell, and Hats (Cell Lead, Customer Advocate, Planner, Mentor, Housekeeper, Translator).

Video of the Chorus 2.0 approach:

(you will need to be logged into your Chorus Office365 account to see this video)

You can also visit the Chorus Teams site for videos and information on the Local Leads and Hats from phase 1 in Peel: chorus.org.au/chorus-team/

How to get involved:

If you are interested in nominating yourself or someone else for a Local Lead and/or a Hat role in Rockingham and Kwinana, please let us know in 2 paragraphs or less;

• Who you are nominating (yourself/name of person you are nominating)
• Which opportunity/ies you would like to nominate for (Local Lead, Cell Lead, Customer Advocate, Planner, Mentor, Housekeeper, Translator)
• Why (e.g. what motivates you, what experience you will bring etc.)

Please forward your expression of interest before 12 noon on Tuesday 25 May by sending an email to 2.0@chorus.org.au with ‘EOI Rockingham and Kwinana’ in the subject line.

By opting in you will play a key role in continuing the learning and refining of Chorus 2.0. If you are unsure, I’d encourage you to take the bold step; lean in with curiosity and apply to find out more!

What happens next:

• Next week’s Chorus Connect will be a Q&A with the Peel Local Leads to answer questions you may have on these opportunities and provide further details from their experience in Peel.
• Please watch the 2.0 walkthrough to gain understanding of the org structure surrounding these opportunities and note down any questions you would like to ask the Local Leads.
• Expression of interest will be open for a period of 2 weeks, closing at 12 noon on Tuesday 25th May. We will provide a further update after this time on next steps.

Kind regards,

Ryan Chapman

In this video, Ryan gives a walk through of the Chorus 2.0 structure. He provides details on the components of 2.0 such as a Cell, Local, LBS, SBS & the Coaching and Performance team and also talks about the future phasing of Local roll outs.

The video is broken up into the following chapters:

• 0:45 – Cell
• 5:04 – Local
• 12:39 – Hats (Cell Lead, Customer Advocate, Planner, Mentor, Housekeeper, Translator)
• 26:25 – Local Business Services / Strategic Business Services
• 31:29 – Coaching and Performance
• 34:38 – Discussion with the Local Leads: How it relates to the Chorus 4 commitments; experiences from the Peel Locals
• 47:21- Overview: Where to next?

Please note: you will have to log in to your Chorus Office365 account to view this video. Please see your Team Lead if unsure of your login details.

How will success be measured in Chorus 2.0?

• Measured at the level of the Local
• Assess performance against the four commitments (people – safety – customer – money)
• This will be a transparent fortnightly conversation
• Everyone has a role to play in the success of the Locals (Success of the Locals = Success of Chorus)

For Chorus 2.0 to be successful we need to be able to measure and track ongoing performance against the 4 commitments.

The Local Dashboard

The Local Dashboard will be used to display progress against several outcomes representing the Chorus 4 commitments. Information shown will be taken directly from Chorus systems (ESS, Solv, SMS, Complaints and Compliments).

1. Confidence in managing money.

• Measure: Time with customer

2. Keeping ourselves and each other safe and well.

• Measure: Hazards and Incidents (Locals will be encouraged to log hazards and incidents as part of their safety performance)

3. Making things easier for customers.

• Measure: Customer complaints and compliments

4. Making Chorus a great place to be.

• Measure: Employee engagement (How well do we work together as a team?)

What role can you play?

The Local Dashboard metrics will rely on accurate information. Here are some things you can start doing now to help with this:

• Log hazards when you see them
• Report incidents when they happen
• Capture feedback from customers including compliments and complaints
• Ensure services data in SMS is accurate including cancellations and leave
• Make sure all billable time is scheduled in SMS.

If you need help with any of these reach out to:

• Your colleagues
• Your leader
• Coaching & Performance Team.

For a more in depth explanation of the Local Dashboard:

• Chorus Connect recording (click below)
• PowerPoint slides 

This week’s update continued with story sharing around life in a Local.

We spoke to Lisa Quigley (Local Lead, Peel North) who shared her experiences since go-live on 12 April. Here are the questions Lisa answered in the recording:

• You’re almost at the end of the second week since go-live – how are things going in Peel North?
• Can you tell us about the group chats you’ve set up on 8×8 for Support Workers to communicate around shared customers?
• What’s been your biggest challenge?

We also heard from Vicky Bunting, the team Mentor in Peel South, who gave us some insights into her experience.

Click below to see the full Chorus Connect recording with Lisa and Vicky:

All three Peel Locals are now LIVE!

Peel North and Peel Central have been hard at work this week keeping customers up to date, responding to queries and making sure services are continued through the new rostering changes. With the busyness of go-live unfolding, we had a chat to Angela Johns (Local Lead, Peel South) to find out what the other two Locals have to look forward to four weeks down the track.

Here are the questions Angela answered in the recording:

• four weeks after go-live, what are things looking like in Peel South?
• What feedback have you been getting?
• What did you do for customers who weren’t entirely happy with the changes?
• Can you tell me a bit about the mentoring sessions that have started in Peel South?
• How is working in a Local different and what can people look forward to?

Click below to see the recording:

Peel Central (Peel 2) Customer Letter

A letter has been posted to all customers in Peel Central to invite them to use the Hayylo customer app. This is an exciting opportunity for customers to have greater access to information on the services they receive, without the need to call the main Chorus line. Please note use of the Hayylo customer app is entirely voluntary.

Click here to view the Invitation Letter and click here for the Hayylo User Guide for customers

Here’s some key information to help with any conversations you have with customers over the coming weeks:
If the customer received a letter about Hayylo:

• Using the customer Hayylo app is completely voluntary
• We encourage customers to speak to their family/carer/advocate about the app when deciding whether they would like to use it
• Customers will have received a letter if they live within Peel Central, inclusive of the following suburbs: Dudley Park, Erskine, Halls Head, Mandurah, Mandurah DC, Mandurah East, Mandurah North, Silver Sands

What next?

• Customers in Peel Central (Peel 2) will receive a text message inviting them to download the Hayylo app on Tuesday April 20^th
• If they would like to use the app, their Support Worker can help them get started or they can speak to someone in Peel Central for assistance
• If they do not wish to use the Hayylo app, they do not need to do anything

For any further questions:

• Reach out to Craig Hanlen (Local Lead)

Peel South (Peel 3) Customer Letter

A letter has also been posted to all customers in Peel South (Peel 3) to introduce them to their new team and set the tone for a new way of working.

Click here to view the Customer Newsletter

Customers will have received a letter if they live within Peel South, inclusive of the following suburbs: Falcon, Wannanup, Bouvard, Clifton, Dawesville, Herron, Dwellingup, Teesdale, Lake Clifton, Waroona

For further questions reach out to Angela Johns (Local Lead), Pauline Posch (Planner), or Jacqueline Webb (Customer Advocate)

Peel North (Peel 1) and Peel Central (Peel 2) will be going live in just a few days on Monday 12 April. This is an exciting opportunity to see the unique aspects of each Local up and running. Here’s some key features of the 3 Peel Locals:

Peel North (Peel 1)

• Local Lead – Lisa Quigley

Consists of 4 smaller teams or Cells:

• 2 Group Social Support Cells (Cumberland St)
• 2 In Home and Community Support Cells

Peel Central (Peel 2)

• Local Lead – Craig Hanlen

Consists of 4 smaller teams or Cells:

• 2 In Home and Community Support Cells
• 1 GHM Cell
• 1 P21 Cell

Peel South (Peel 3)

• Local Lead – Angela Johns

Consists of 1 team or Cell

• 1 In Home and Community Support Cell

For a list of suburbs each Local covers, click here or on the map below to view.

Introducing Hayylo

Peel Central (Peel 2) will also be trialling Hayylo, a technology platform designed to keep providers, customers and their families connected. Hayylo has a mobile app for both staff and customers, as well as a desktop version. Check out the video below to find out more, or visit the Hayylo website: https://hayylo.com/

Around 10 Chorus staff participated in a Train the Trainer session with Hayylo last week and have been running sessions with all staff in Peel Central this week to teach them how to use Hayylo.

We’re hoping Hayylo will help Chorus make things easier for customers and make Chorus a great place to be, by freeing up more time to spend with customers doing the work that is most meaningful!

Q&A with the Local Leads

You may have be wondering what it’s like to take on a Local Lead role in Chorus 2.0?

Dan caught up with Lisa, Craig and Angela just before go-live of Peel South to ask them why they were keen to be a Local Lead and what their biggest learning has been. Check it out here:

A huge shout out to everyone both within and outside of Peel for the hard work that’s gone into making go-live possible – the success is attributed to all of you!

Peel North (Peel 1) – Go Live 12 April

Despite having a few challenges with technology, Peel North are continuing to progress through the completion of rosters, communication with customers and team building. This week an information session was held for Group Social Support staff at Cumberland Street to talk through what will change for them in Chorus 2.0. This included how they will be organised as a team, who their Cell Leads will be (Denise Garner and Linda Dollery), and goals for the future.

After the information session all staff in Peel North came together for a broader Chorus 2.0 Induction and Q&A session. This provided a great opportunity for In Home and Group Social Support workers to come together and start to get to know each other. The session began with everyone turning to their neighbour and sharing a story about a time they’ve been inspired by a customer. It was clear this was where people held common ground and there was a very lively energy in the room, with people eager to get involved.

We spoke to Liz Lee, who is on a return to work program and is excited by how much she’s learning since being part of the Peel North Local. Liz said, “I feel like I’m accomplishing something and I’m not just a number anymore”. Liz also mentioned her genuine appreciation for the Chorus Scheduling team and the work they do, as she never realised what they were up against when she was working as a Support Worker. Check out what else Liz had to say about her experience so far:

Peel Central (Peel 2) – Go Live 12 April

The Mandurah GHM team has officially moved in to the newly established depot at Mandurah Terrace. One of the Gardeners who has opted in to Peel, Belinda Nuttall, explained that not much has changed in their first week, but she’s looking forward to being able to support customers in a better way by being Local.

Recently a customer called Chorus, a little concerned about what the upcoming changes will mean for her gardening service. The call was passed on to Andy Harold to talk through her concerns and see if we could come to a solution. Here’s what Andy had to say about how the situation unfolded:
“We talked for some time about her requirements in her garden and we both soon realised, that she would more than likely be more suited to a team service or maybe a hybrid of both team and individual.

She was a little worried about not having continuity with her gardeners being rotated… So I invited her to Mandurah Terrace to meet all of the gardeners over afternoon tea.”

“It was a very successful catch up, the customer’s concerns were around inconsistency of different gardeners providing support…. She wants to have a meaningful relationship with Chorus people and wasn’t sure that could be achieved if a number of different gardeners arrived at her home at different times. She gave us good insights into her needs, things she likes to do herself etc.

By the end of our conversation, and after Shane played a tune on the guitar, the customer was completely won over by the whole Team. She has now signed up for a Gardening team rather than an individual and is now very comfortable with the whole team… looking forward to seeing us all.”

Peel South (Peel 3) – Live Now

“On Wednesday we met at the Falcon E-Library for our first team meeting with only two team member’s absent (John who works full time with one customer and Fiona who is a new starter and not yet onboard).

We established our first routine by installing a ‘theme of the week’. This week the theme is a focus on using Solv with everyone committing to log a hazard in the workplace before our next meeting. We identified those that did not know how to use the app and hadn’t done so before. We played the RCD video at the beginning of the meeting and discussed our RCD usage. Furthermore, a team member brought up a situation where a they are carrying heavy equipment up and down two flights of stairs. Another team member advised that in her experience the customer provided equipment on the second level to reduce this risk. It was not thought that this would be a hazard worth reporting but the worker was concerned that this would start to impact her body. The team agreed this was a hazard and worth reporting. The team member will ask the customer to provide equipment for upstairs and the customer consultant will follow up with the customer to ensure it happens.”

From Monday 29 March through to close of business Friday 9 April there will be a freeze on recurring changes to the schedules of customers in Peel Local’s (only 1 and 2 – as Peel 3 is already live). Please see the Chorus 2.0 info page for what suburbs match to which Locals. A downloadable map with listed suburbs can be accessed under ‘Documents’ on the left hand menu, or through the following link.

One off service changes during this time are permitted if the need is dire and should be directed to schedulers@chorus.org.au for actioning.

Requests for all service changes that are to appear on customer schedules from Saturday 10 April are to be forwarded to either SM-Local Peel North (Peel 1) local.peelnorth@chorus.org.au  or SM-Local Peel Central (Peel 2) local.peelcentral@chorus.org.au  for actioning. Note – if you are unsure of which Local a customer is attached to, please double click on customer profile, the fax tab holds this information.

Please contact Teresa Deakin or Mark Benardout if you need further clarification.

Note:  Peel Local South (Peel 3) email address is SM-Local Peel South Local.peelsouth@chorus.org.au

Here’s an update on what’s been happening in each of the Peel Locals and what it’s been like for people to move towards a new way of working.

Peel North (Peel 1) – Go Live 12 April

An update from Local Lead, Lisa Quigley:

​Challenges – there’s been a few setbacks with rosters this week due to changes in staffing. We hope to get them organised by Friday and then start contacting customers to let them know of any changes. ​The team will be working together to make calls to customers where they have the ability to help.

Wins – we’ve been able to identify recruitment needs for the Local and are looking forward to bringing on some new staff members. ​

Kylie Bridge has returned from leave and is looking forward to working within our Local team. In addition Wendy York, Matthew Johansen, Erin Cronin, and Liz Lee have been helping with ad hoc support while continuing to do their own roles. ​

“I have been overwhelmed by the number of people who have leant in and provided support and a laugh over the past couple of weeks. Clancy Jones has been a great support and is always available.” Lisa.

Roster Bingo

Peel North (Peel 1) held a workshop on 16 March at Cumberland St. We created our own rosters ready for go live on 12 April by playing Roster Bingo. The type of service and time were called out and staff indicated to the group if they could do that service, and then wrote the service and time on their bingo sheet.​

We also had Q&A at the end where we talked about people’s concern with wages and how training could help workers become multi-skilled. We also discussed that having more than one Support Worker for one customer keeps boundaries.​

“I’m really excited for the changes,” said Support Worker, Patrina Pinchin. “The way I’m looking at it is we’re all walking into a dark room. We don’t know where the light switch is but there is one in there and when we find it and turn it on it’s going to be bright.”

Peel Central (Peel 2) – Go Live 12 April

The Peel Central (Peel 2) team have been going full steam ahead towards go-live. They’ve come together as a team to participate in a Rostering Workshop and Induction to Chorus 2.0 and have started making calls to customers to let them know of any changes to their services.

“I can foresee some people struggle a bit with this change but it’s like learning anything new these things take time. But I think this is the way forward.” – GHM Worker, Shane Harry

Shane takes flight after an induction.

Peel South (Peel 3) – Live Now

We heard stories from Peel South (Peel 3) Translator, Pauline Posch on the Chorus Connect call this morning, on what it’s been like to work in a Local.

Pauline shared thanks for all the people across Chorus who’ve helped out since go live, highlighting that everyone has an important role to play in the success of the Locals.

An introduction to the Peel South (Peel 3) team:

Jacqueline Webb – Customer Consultant (Customer Coordination responsibilities)/Housekeeper

Pauline Posch – Planner(scheduling & customer contact responsibilities)/Translator

Vicky Bunting – Team Mentor (Team Lead support responsibilities)

Angela Johns – Local Lead (whole team support)

Leigh Shaw – Team Member

Kelly Drew – Team Member

Fiona Lamb – Team Member

Gun Jun (John) Lee – Team Member

Nantana Sermsuk – Team Member

Beth Yeomans – Team Member

Peel South (Peel 3) – live last Monday 15 March

Here’s how Local Lead, Angela Johns described the experience:

“It’s a little bit surreal, it’s a new way of working and it is just this constant process of evolving. Monday morning was a bit of a celebration and we stopped to take some time to enjoy it. We hit the ground running from 8am and didn’t stop all day. We are glad we went first on this smaller scale because people are starting to reach out to flag more of the nuanced issues which we can resolve before go live of Peel 1 and 2. There is definitely pressure to try to keep the impact low on both customers and staff within and outside Peel 3 – I don’t think we will be able to really appreciate the changes for a few more weeks. We’re learning, we’re evolving and we are working as a team : 😊”

Peel North (Peel 1) and Peel Central (Peel 2) – go live 12 April

With the delay to go-live, the focus remains on:

• Finalising new rosters and uploading them into SMS
• Communicating changes to customers
• Identifying high-risk customers and organising transition plans (eg. meet and greets, buddy shifts)
• Relationship building within the team
• Engagement and development of the ‘hats’
• Planning tech training

“Being the first of the Locals, there’s a lot you don’t know. We’re really designing the cookie cutter for everyone else to use in the roll out of future Locals.” – Peel Central (Peel 2) Local Lead, Craig Hanlen.

Communication with customers

As rosters are finalised for the Locals, calls will be made to customers to inform them of any changes to their service. To help with this process, scripts have been developed for staff to use. Support Workers have also received resources to help them have conversations with customers during their day-to-day servicing.

If you receive calls or questions from customers about this, here are some key messages to help with the conversation:

• Chorus is moving to smaller local teams, starting in the Mandurah area. We hope this will bring more consistency to customers, with fewer mistakes and frustrations – making life easier.
• Current servicing arrangements will continue as normal until the changes come into effect on 12 April.
• If something is going to change for customers, they will receive a phone call before 12 April to let them know. If they do not receive a call, they can assume that nothing will change.

If you have a bit more time and are interested in looking through the resources mentioned above, you can access them through the following links:

• Scripts for Calls to Customers
• Support Worker Conversation Guide
• Customer FAQ
• Customer Information Template

Lessons Learnt from Peel Go-Live

Following the decision to delay go-live of Peel North (Peel 1) and Peel Central (Peel 2) the Transition Support Team conducted a lessons learnt, focusing on the following key areas:

• What did we learn from the Peel rollout?
• What do we mean by ‘disruption to customers’ and how might we mitigate it?
• What went well?
• How can we use our learnings to improve for the next phase?

Click here to see the findings of the lessons learnt.

Don’t forget to complete the Culture Pulse Check from Veraison and Chorus 2.0 survey from Curtin University to have your say on how we’re going!

Click on the images below to view the areas that each of the Peel Locals cover:

Peel 1 – Local Lead Lisa Quigley        Peel 2 – Local Lead Craig Hanlen
                                           

Peel 3 – Local Lead Angela Johns

Peel Induction sessions

Last week Peel 2 came together to look at the transition from 1.0 to 2.0, which provided a safe space for people to talk and connect with their team.

People were feeling positive about the move towards Chorus 2.0 and were also able to air any of their concerns, for example, moving back to customer facing work.

“I have found the Chorus 2.0 induction sessions engaging and informative, “said Mandurah Support Worker, Mel Bonner, “Until now, I have not felt that I was a part of the organisation.  But since January, I have had the opportunity to engage more with others and have definitely met more Chorus staff than ever.

The positives are many, like moving forward with local teams, of which both Support Workers and customers will benefit immensely.”

“The sessions are helpful in giving us an insight into what is required from us in this change but more importantly, the time and technical support for this transition,” said Shane Harry from the Safety Bay GHM team.

“I can foresee some people struggle a bit with this change but it’s like learning anything new – these things take time. But I think this is the way forward.”

Hats

We recently held 6 x 30 minute sessions about each of the ‘hat’ roles. Here is what we thought each role might mean:

• Housekeeper – ensures we have the right equipment, such as PPE, to do our job
• Planner – makes the Local or Cell work more efficiently between workers and customers, such as knowing workers’ skill sets and how this can be applied to enable the best customer experience.
• Translator – keeps the team connected and informed on key updates; ensures nobody feels isolated.
• Mentor – Helps people achieve aspirations, keeps training up to date, provides standards expected for each role and how to achieve them, and engages and encourages new workers.
• Customer Advocate – manages the onboarding of customers, makes sure customer expectations match what we promise and can deliver, ensures consistent communication with customers to keep up with their changing needs, and shares their knowledge.
• Cell Lead – ensures everyone is connected, on the same page, has their needs met, is available and shares learnings/knowledge/performance with other Cells and Locals.

Questions still to be answered include:

• What training will be needed to undertake a ‘hat’ role?
• What will customer-facing time for a ‘hat’ look like in practice?

If you would like to view the recordings for any of the 30 minute ‘hat’ sessions, click on the following links:

Housekeeper | Planner | Translator | Mentor | Customer Advocate | Cell Lead

Peel – Customer feedback Group

We held our first customer morning tea and feedback session on 3 March. Meetings will continue every second month, with the next meeting in May.

Feedback included challenges that are well known:

• Not being able to get through on the phone
• Communication of service changes
• Inconsistent Support Workers
• Large servicing windows.

Other issues identified included:

• Not leaving a message when customers miss our call
• Monthly statements being difficult to understand
• Too many different people delivering services, which reduces the sense of security
• People being too busy to talk.

One attendee, Dora, presented us with an acrostic poem she made for Chorus with the qualities she thinks are important to customers:

• Compassion and caring
• Honesty
• Observation
• Respect
• Understanding
• Security

At the start of each session we will be talking about progress made on the issues.

If you know of a customer in the Peel area who’d be interested in joining the Customer Feedback Group feel free to invite them along and send their details to 2.0@chorus.org.au

Each of the new Chorus Coaches answered a few questions so that everyone could get to know them. Click on their name below to read more.

         
Alex Cole             Emer Duggan       Niro Boyce

           
Peter Fear           Anj Jipp              Cindy Labuschagne

Go-Live for Peel Locals 1 and 2 (Chorus 2.0) is now 12th of April

I am writing to let you know of a recent update with go-live of Phase 1 of Chorus 2.0 in Peel. After consultation with staff involved in Phase 1, the decision has been made to defer the date of go-live. There are several reasons for this decision which I will outline below. The revised go-live for Peel Chorus 2.0 is now the 12th of April (it was previously 15th of March).

Ultimately it was felt the project had not made enough progress on customer engagement, so more time was required, hence the revised date. It has been known from the experience in the North Hubs project that customer engagement is a critical ingredient of a successful transition, so much so that the number one principle of the project has been “don’t stuff customers around”.

The ideal delay would have been 2 weeks, however not all of the partners helping Chorus deliver 2.0 were able to accommodate, so 4 weeks was the earliest adjustment to go-live possible. Given the slightly extended delay, the project team are also working to deliver additional value for these first Chorus 2.0 locals.

It is pleasing to note, while the bulk of the change will be delayed, Peel 3 (the “local” south of Falcon) will be transitioning to the new Chorus 2.0 model on the original date. This is possible, as it is a smaller local and the customers are already appropriately engaged in the change. We are really excited to support this first step and learn from it in advance of the full phase one implementation. Thanks to Angela Johns and team for making this first important move.

As part of the change to the start date, we will also be shifting training for affected staff and also contacting customers to let them know about the changes. Most of these changes will start to be visible from next week. You may have a role to play to help with this communication. If that is the case we will let you know ASAP.

If you have any questions or comments, please email 2.0@chorus.org.au.

Dan Minchin

• 27 people expressed interest in joining the Peel team and taking on one or more of the “hats” (Leader, Customer Advocate, Planner, Mentor, Housekeeper, Translator)
• Around half of these people were front line workers, highlighting one of the aims of Chorus 2.0 in providing pathways and opportunities for all Chorus people
• For more information on the hats, click on the video below:

Ryan Chapman shared an update from the transition to Chorus 2.0 in Peel.

• It’s 34 days until GO LIVE for the Peel Locals!
• We’ve run 7 group information sessions for workers in Peel
• The Peel Leads (Lisa, Craig, Angela) had follow-up 1×1 meetings with over 70 front line workers in the area
• Based on the information shared, each person identified their preferences for the local they’d like to work in
• Allocations should be finalised within the week, based on individual preferences and choice

The process to create the Coaching and Performance team – a key element of Chorus 2.0 – has concluded. I have advised the outcome for the 23 people who nominated for consideration, and the key messages are in the attached pack.

Congratulations and welcome to the people who will be in the team. I would also like to congratulate and acknowledge everyone who took part in the process, all of whom have many other opportunities/paths via which to contribute to the success of Chorus 2.0.

Dan

Click here for more information

Peel Team Leads, pictured left to right, Lisa Quigley, Craig Hanlen and Angela Johns.

Click below to view the introduction to the three Local Team Leads in the Peel region, Lisa Quigley, Angela Johns and Craig Hanlen from Chorus Connect on January 14 2021.

This week a special Chorus newsletter is being sent to all customers in the Peel region.

The newsletter includes:

• information around the new local changes through Chorus 2.0
• a call out for customers to get involved in a customer feedback group, and
• recent local Chorus customer stories.

Click here to read the full newsletter.