1. Building & Nurturing a Culture of Positive Change
Annette Hili
General Manager Home Services

2. Home Services
BaptistCare NSW & ACT currently supports over 9000 clients in their home across NSW & ACT
$41m Home Care Packages (1817 places)
$27m Commonwealth Home Support
$6.7m Community Support (Disability)
$3.5m Transitional Care

3. Change was inevitable for survival…
Three core areas of focus:
Financial - what are our new KPI’s in a consumer driven market?
Our roles - how do they have to change to ensure survival
Technology - how do we use it to bring about efficiency effectively

4. Financial
Financial modelling had to change with the introduction of NDIS and CDC
The future model of both aged and disability required us to understand the real cost of delivering an hour of care
Reduce administration costs
Review case management
Labour Efficiency

5. Our Roles
All roles were reviewed to determine how they would have to change in a consumer driven market
My Aged Care required a coordinated response to manage referrals
Established a Client Engagement Team

6. Complete redesign for case managers
Our Roles
Complete redesign for case managers
From ‘managers’ to ‘facilitators’
Being on the road, in the home and on the phone rather than in the office
Required new skills in accounts to advise on budgets and sales to “sell” our offering
New approach to assessment which started with what the customer could do rather than what they couldn’t do

7. Technology Changes How do we use technology to reduce costs?
Going paperless (no more paper forms, rosters, timesheets or payslips)
Moving processes online and utilising CRM and computers more effectively
Introducing mobile phones for care workers
Managing CDC electronically to avoid double/triple handling

8. How do you lead positive change?
Kotter’s 8 Steps for Leading Change tells us it is 8 easy steps….

9. What is it all for….
View Fay & John’s video

10. What has made the difference?
Our Actions
Planning, having the long term view
Consultation, keeping people on the journey
Targeted and coordinated activities
Using key influencers in the team
Remove barriers (continually)
Short term wins
Change Management & Change Leadership

11. Change Management and Change Leadership
Balance is the essential factor in sustaining acceleration. How do you counterweight the tendency to over-manage? Where are the opportunities for people up and down your organization to
behave more like leaders?

12. What has made the difference?
Our Attitude
Decisive, making the decisions while it’s still in our control
Patient, remembering we work with real people
Resilience, never giving up