Training & Events Calendar

WEBINAR – How to Successfully Implement a Home Care ITC Platform

DATE: Tuesday 27th May 2025

TIME: 10:00am – 12:00pm AEST

A well-implemented Client Management System(CMS) can help you improve the customer experience communications with your workforce and clients, make rostering and logistics, more efficient and drive growth.

We acknowledge that launching a new CMS can be challenging. After following a well-structured process of requirements gathering and selection the implementation part of your project will require good project governance, project planning, change management, resourcing and support.

In this webinar we will provide practical guidance on how to implement your new platform, including:

• Project governance structures
• How to set up your implementation project for success
• Key roles and responsibilities
• Change management planning and considerations
• The different of stages of implementation
• Key considerations for Go-Live and roll-out.
• What is needed post-Go-Live

Who will get the most out of this webinar?

This webinar is for executive managers, senior leaders and IT managers of home care and Commonwealth Home Support organisations that are implementing or planning on implementing a new CMS.

This webinar is hosted by Tash Edwards Aged Care Specialist and Change Practitioner, and Glenn Payne ITC Specialist, and CEO of Three Digital.

We will include:

• A copy of the presentation slide deck

VIRTUAL WORKSHOP – How to Develop an Employee Experience Journey Map

Date: Thursday 29^th May 2025

Time: 9.30am – 1:00pm AEST

Join Enkindle Consulting for a workshop where we work through the practical steps involved in developing an employee or volunteer journey map. We provide the tools and templates to help providers plan and undertake the activities needed to identify workforce pain points and opportunities. In the workshop, we also provide guidance on how to use the insights from the journey map to take action and improve the workforce experience.

We will include:

• A checklist for creating your Employee Experience Journey Map project.
• A template for organising your insights into themes
• An Employee Experience Journey Map template for finalising and publishing your insights.
• A copy of the presentation slide deck

WEBINAR – Smart Operations: Improving Efficiency in your Home Care Service facilitated by Enkindle Consulting.

Date: June 3 from 3:00pm to 4:30pm

Date: June 26 from 9:00am to 10:30am

With many CHSP and HCP providers already struggling with profitability, the upcoming shift to activity-based funding with the new Support at Home program, will place additional pressure on financial viability. For this reason, it is an important time for CHSP and HCP providers to gain a deeper understanding of their cost of operations and identify clear strategies to improve their operational efficiencies and financial performance.  This webinar will explore key cost drivers in home care and provide actionable strategies to improve the financial health of your operations.

This webinar will cover:

• Unit Costing: Getting greater transparency on the true cost of service delivery.
• Efficient Business Processes: How to determine key areas where processes can be streamlined and ensure your overhead costs are reduced.
• Scheduling Services: Implementing robust mechanisms for effective decision-making in service scheduling.
• Financial Reporting: The types of financial data that are crucial for monitoring costs.

You will receive:

• A copy of the presentation slide deck

There are two dates to choose from. Webinars have limited capacity so get in quick. Once registered you will receive an email from zoom with a link to add to your calendar that includes the meeting link.

VIRTUAL WORKSHOP – How to Create a Voice of the Customer Program

Date: Thursday 12^th June 2025

Time: 10:00am – 1:30pm AEST

Now more than ever, it is essential for Aged Care organisations to understand their customers’ needs and wants, and to have a strategy to meet these expectations and preferences.

In this webinar, Tash Edwards will walk you through a practical guide to a Voice of Customer program and how collecting feedback from customers at key moments in their customer journey will allow your organisation to:

• Gain the insights you need to identify opportunities to improve client acquisition and retention.
• Trend, monitor and predict your customer sentiment towards your services and organisations to intervene and innovate.
• Strengthen your relationship with your customers.
• Track and trend your performance from a new lens – your customer’s experience.

With the introduction of the new Support At Home, provider registration scheme and consumer-driven marketplaces, your brand needs to be competitive and improve your customer experience needs to be a focus. Tash will unpack best practice VoC program fundamentals, what technology you need to get started, how to design your feedback plan, and practical steps to implement.

Who will get the most out of this webinar?

This webinar is designed for people in aged care organisations responsible for customer experiences and feedback, such as senior leaders, operational managers, marketing teams and anyone interested in creating a customer feedback program for the first time to gather customer insights and turn them into action to improve customer experiences.

We will include:

• A voice of the customer framework template for home care services.
• A fact sheet on pulse survey and focus group best practices
• A checklist for implementing your Voice of the Customer framework.
• A copy of the presentation slide deck