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STAKEHOLDER MANAGEMENT

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Effective management of your stakeholders has an ongoing positive impact on your organisation’s loyalty, trust, engagement, and reputation.

Our services include

A mystery customer evaluation is the most comprehensive way to gain unbiased feedback on the experience when interacting with your organisation. More commonly associated with retail and hospitality, mystery customer is now available through CareCFO for the care sectors. We can even mystery shop your competitors and compare the experience in key areas that are important to you.

Do you have a robust and engaging induction program? A great induction program should inspire, instil loyalty, and demonstrate your values and workplace culture. Induction programs are often described as ‘dull’ with ‘information overload’. Our team can work with you to develop an inspiring and engaging induction program to give your new recruits the best start in their role.

Is your organisation undergoing change? Change can be scary for many people and is often met with resistance, but change is inevitable and a requirement of an innovative business that responds to industry and consumer changes. We can assist with the change management processes, from developing strategies, to surveying staff, or facilitating information sessions. 

The onboarding and exiting of both staff and clients are critical times to achieve a positive relationship. Ensuring your onboarding and exiting procedures, documents, and collateral exceed the expectations of your staff and clients, and safeguards the reputation of your organisation. Engage CareCFO to review your onboarding and exiting procedures and make recommendations to improve your staff and client satisfaction.

Understanding your client’s experience will highlight areas where you excel and areas that require attention. This information will also assist you in undertaking strategic and operational planning. We can facilitate the surveying of your clients in a professional and unbiased manner, and consolidate the data collected into meaningful and useable reports.

The annual staff survey is an important tool for providing information about workplace culture and staff satisfaction, but collecting, consolidating, and analysing the data is time consuming. The CareCFO team can manage your annual staff survey process, or review your current survey and make recommendations for improvement.

It is often beneficial to allow an experienced external party to assist with conducting surveys and investigations following an incident. Following the investigation, we can provide advice regarding
best practice, mediation or advocacy services for the next steps in the process.

If your organisation engages volunteers, it is important to take the time to understand their experience. We have worked with many organisations to develop volunteer strategies, and they all start with surveying the current volunteers. Because you can't get to where you want to be without knowing where you are.
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Case Studies

Stakeholders include a broad range of groups, including clients, their family members and friends, staff, volunteers, and the broader community. Effective management of your stakeholders has positive impacts on your organisation; loyalty, trust, engagement, reputation. We work with organisations across the country to help them manage their stakeholders and undertake projects to improve their stakeholder relationships.

Change Management

Stakeholder Management

Change Management

Project Scope:

Survey staff at key points of the Organisational Structure Change project. Surveys occurred four times over a twelve-month period. Surveys were designed to understand staff perspectives on the project before, during, and after the shift to the new org structure.

Organisation Profile

Large home care provider with over 1,000 staff delivering services along the East Coast of Australia. Organisation undergoing a major structural change.  Organisation has an annual turnover of approximately $25m.

Process

  • Development of surveys based on client brief.

  • Meeting with client to review and finalise surveys.

  • Dissemination of survey to all staff within clients organisation.

  • Delivery of communications regarding the survey in conjunction with the client.

  • Management of survey responses.  Participants were able to complete the survey themselves via a weblink or call us to complete the interview over the phone.

  • Collation of survey data and delivery of survey results within two weeks of each surveys closing date.

  • Analysis of results, including segmentation of responses by location, role, and length of service to determine trends amongst different groups.

  • Client catch ups after each survey to discuss the results.

Outcomes

The organisation was able to effectively manage staff attitudes throughout the transition to the new organisation structure. After each survey, communications were developed based on the trends identified within the survey. The organisation was able to adapt their processes based on the feedback received during the surveys to ensure a smooth transition throughout the project.

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Mystery Resident

Stakeholder Management

Mystery Resident

Project Scope:

Quarterly Mystery Resident visits to seven Residential Facilities within one region over twelve months. Customise the mystery resident questionnaires to include information specific to organisational processes and expectations.  Compare and rank results across six key areas each visit. Analyse results to identify trends across the region each quarter and within each facility over the year.

Organisation Profile

National Residential Aged Care Provider with over 50 residential care homes across the country.

Findings

  • Different standards of customer services delivered across each of the sites.

  • Process for enquiries consistent in all but two facilities.

  • Facilities typically performed consistently, with major changes in results able to be traced back to events, such as changes in key personnel.

  • All facilities failed to return customer calls within a timeframe deemed reasonable by the organisation at least once, with one facility failing this criteria in every survey over the twelve months.

  • Promotional materials shared with the mystery client was not consistent across the facilities and frequently failed to meet the organisation’s expectations.

  • Admissions tours varied in length and information across the facilities.  

  • Three of the seven facilities provided a follow-up to the mystery resident at least once.

Recommendations

The following recommendations were made:

  • Expand the program to include more regions in the Mystery Resident program.

  • Include mystery Resident results as a KPI for facility managers at each of the sites.

  • Review policies and procedures relations to admissions to ensure consistently high standard of service across all facilities.

  • Undertake a series of competitor analysis mystery resident visits for facilities with low occupancy.

Outcomes

The client was able to identify processes with prospective residents that did not meet the expectations expected by the organisation. Based on the information provided across the series of mystery resident visits, the client was able to review key procedures and provide updated training to staff to raise the experience of prospective residents.

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Induction Program

Stakeholder Management

Induction Program

Project Scope:

Redevelop the induction program to better reflect the organisation following growth and the addition of new service streams. Develop and interactive presentations and supporting material with individual and group activities to keep participants engaged. Ensure key policies and procedures are covered during the session. Ensure organisational values and culture remains a key focus throughout the session.

Organisation Profile

Growing Aged Care organisation in delivering Residential Care, Home Care, and Retirement Living in a regional area. With an annual turnover of approx. $11m, the organisation has a management team of five people and employs 180 people.

Process

  • Interviews with key personnel to understand organisational culture, onboarding procedures, and desired outcomes following new recruits attending induction.

  • Drafting of induction plan, including agenda, topics, speakers, and activities.

  • Design of presentations and supporting materials.

  • Presentation of proposed induction plan to management team.

  • Review and editing of induction plan based on feedback from management team.

  • Development of full induction presentations and materials.

  • Delivery of induction materials to client for review.

  • Meeting with key personnel to review induction presentations and materials.

  • Final edits before delivery of all required induction program collateral.

Implementations

Implementation of a comprehensive and engaging induction program for new staff members. Comprised of several presentations, a workbook, and activities, the redesigned program engaged participants and portrayed organisational culture and expectations.

Recommendations

Due to the organisation having a large number of long service staff and the growth experienced by the organisation into new service streams, a recommendation was made to push all staff members through the new induction program over the twelve months following implementation. This would ensure that all staff understand the expectations regarding workplace culture and conduct, along with updating their knowledge on key personnel and service offerings.

Outcomes

The client reported improved engagement from staff during induction and better results on feedback surveys. Managers reported that staff performed better in their first six weeks on the role following the introduction of the new induction program, and their conduct and demonstration of organisational values was markedly improved.

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