Chorus 2.0 – Update 11 March 2021

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

Categorised in: Chorus 2.0

This post was written by Maddie Bull