1. Progress and Change: Solution-Focused 26 January 2018
Community Investment OMT update

2. Context and Drivers
Organisational objective to enable ‘independent and resilient residents’
Welfare reforms and rent formula
Future proofing effective rent collection and income recovery
Being able to do more with the same resource
Supporting frontline teams in an evermore challenging environment
Progress and Change: Solution Focus
Community Investment OMT update

3. Service Manager Challenges
WRs increasingly require residents to be ‘Adult’ and self-efficient
WRs and rent formula require the sector to change mind-sets to effectively collect rent
Enabling a team of ‘White Knights’ to be effective - not burned-out
Understand what good customer service looks like under UC and WRs
Effectively serving those with health conditions
Progress and Change: Solution Focus
Community Investment OMT update

4. Summary Now 1 in 3 residents secure work
More expediently identify residents unable to engage which:
Protects scare resource
Alerts Income Recovery to legal action
Better equipped to hold ‘adult to adult’ dialogue
The team are:
Expending less emotional energy
Doing less ‘actions’ for residents
Powerful feedback from residents
Progress and Change: Solution Focus
Community Investment OMT update

5. Case Management Resident Professional Low self esteem KPI drivers
Low confidence
Passive relationship with their into work journey Unable to be visionary
Multiple issues
Professional
KPI drivers
The need to:
- connect and build trust
- move resident to an active space with their into work journey
Prioritise complex cases
Progress and Change: Solution Focus

6. Before After Resident Professional
Dependency, focus on problem talk, child-adult relationship, self handicapping
Professional
Draining, expending emotional energy, cycle of frustration, lacking efficiency, struggle to hit ambitious KPIs
After
Permission to explore their strengths, awareness of own tools, normalise and contextualise, self efficacy, ownership and responsibility, sense of purpose and direction
More efficient, positivity to deliver creatively, job satisfaction, more energy, simplicity, better KPI performance, whole household results

7. Summary Flexibility to ‘individualise’ residents
Don’t have to use all of SF all of the time – blend it with giving directions
Growth of residents is visible
Job satisfaction
Helps meet KPI’s
More efficient and productive
Acceptance - I can’t fix everybody
Solution Focus practice has given a new lease of life to sustain this career
Progress and Change: Solution Focus