Good practice in client consultation

1. Good practice in client consultation Thursday 15th May2008 Jodie Willmer, CEO, Travellers Aid “Client consultation regarding service review and supporting clients with a cognitive disability”

2. What is Travellers Aid ? • A not for profit organisation, started in 1916 • Company limited by Guarantee • 13 positions of Honorary board of Directors-all volunteers • Our offer is to provide support, advice and assistance at the point of need to the travelling public with special requirements and those in emergency situations.

3. Our Services Travellers Aid at Southern Cross Station Offers a comfortable lounge, amenities, and rest area. Provides assistance to older, frail or people with disabilities to ensure safe passage through Southern Cross Station. City Centre and Social Enterprise Café Offers an affordable, social enterprise café, lounge area, and amenities. Equipped with amenities, tourist information services and luggage storage capability. Travellers Aid Access Service (TAAS) Unique Melbourne based service offering friendly service and professional support workers to assist people with disabilities and older people with personal care needs.

4. Our Services Emergency Relief Assistance Assists travellers at the point of need, who experience transport and social disadvantage, who are vulnerable, and distressed, through the provision of travel related emergency relief. Travellers Aid at Flinders Street Station In mid 2008, the service will offers a comfortable lounge, amenities, and rest area, and practical assistance to the travelling public. Mobility Network Aims to work in partnership with key stakeholders to Increase participation for people with a disability in services and facilities offered in Melbourne, via access to mobility equipment and information. It also will provide employment and volunteer opportunities in network sites, and improvement in employment opportunities for people with disabilities

5. The situation • Cultural issues and identity • Communication between the staff , and Board, volunteers and clients • Client advisory committee was inward looking, focussed on only one service. People with disabilities use all our services • Lack of clarity about roles, responsibilities and selection processes • Length of tenure of some Client representatives • Internal Organisational structure not well defined or resourced • Ownership, passion and operational verses governance roles

6. Travellers Aid’s Organisational review • Funded by the William Buckland Foundation and Helen Macpherson Smith Trust • Development of a new strategic plan • Alignment of the organisational structure to the new plan • A corporate governance review and stakeholder consultation with over 40 stakeholders inc. disability sector, tourism and transport, welfare • Surveys of 350 clients, staff and volunteers

7. What we did • Separated staff and clients to enable space to communicate ideas/issues • Reviewed our policies and procedures relating to client consultation, rights and responsibilities of clients • Attended HACC Training inc Developing a Cultural action plan and Active Client Consultation • Built relationships with other Not for profits and sought their views, researched examples of good practice • Renamed and re branded the Travellers Aid Disability Access Service – “reconnected” it with Travellers Aid • Promoted a culture of inclusion including our volunteer program and partnered with Vision Australia

8. What we did • Increased and improved knowledge of the Board on issues faced by people with disabilities and briefings on Victorian Charter of Human Rights • Developed a new consumer/client advisory group – Travellers Aid Roundtable, and partnered with DEAC and Action for Community Living to assist in expression of interest process • Attended a mediation with Disability Justice Advocacy and some clients who felt the pace of change was too fast • Involved clients, staff and volunteers in the organisational review project • Trained students conducting client surveys in disability awareness, and used knowledge and experience of the disability attendant support workers on staff • Involved the Travellers Aid Roundtable in the development of service review surveys

9. What we did • Ensured attendant support workers (from an agency) were available to support clients during consultations and meetings • Involved clients in interview panels and selection for new recruitment • Communicated with pictures, diagrams, and not just written material - ie floor plans • Trialled audio files on our website, and upgraded the website (work in progress) • Listened to concerns and issues about change • Reduced silos within organisation by implementing new organisational structure – worked on cultural issues • Met every two months with Roundtable members and reported back in newsletter, Annual reports, noticeboards etc

10. The outcomes Development of Key Performance Indicators for the Board, and CEO Approval of the 2008 – 2013 Strategic Plan Included client consultation and cultural action plan in business plan Regular informal catch ups with clients to ask questions and make suggestions Increased training for staff and volunteers including managing challenging behaviours in individuals with a disability

11. Travellers Aid’s Strategic Plan 2008 – 2013 • Delivery of high quality services to meet current & future customer needs & expectations • Provide well known and easy to find services • Grow solutions for travellers through partnership and collaboration • Position Travellers Aid as an integral part of the transport system and tourism industry • Build a strong, effective, and sustainable governance and business culture.

12. Advice • Ensure the timing is right to address Board, and management relationships • Understand that cultural and organisational change takes time • Bring everyone on the journey • Use resources such as other organisations, internet, workshops • Find support from outside the organisation like a mentor via Skillsbank – Leadership Victoria , and other not for profits, Govt Agencies etc • Reflect on the achievements and celebrate them • Engage consultants and experts to help and keep communicating outcomes

13. Thank you! Jodie Willmer Chief Executive Officer Phone : 03 9654 2600 Email : jodie@travellersaid.org.au www.travellersaid.org.au