Chorus 2.0 – Update 18 March 2021

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!

Categorised in: Chorus 2.0

This post was written by Maddie Bull