28 March 2024
Achieve Australia presented on our Quality Champions program at the DSC NDIS 2024 Conference on March 27 receiving a warm and positive reaction from the audience.
The presentation came during a big week for the program as Achieve also launched a new Quality Champions video via our YouTube channel.
On stage at the DSC Conference were Achieve Australia CEO Jo-Anne Hewitt, Voice of Customer Manager, Belle Savage, Quality Champion, Stuart Champion and Quality Champion Partner, Matthew Kohler. The panel discussed how the Quality Champions program works, the valuable feedback it has provided to Achieve, and how this feedback has been used by our Operations team to improve the service experience for our clients.
The panel explained that Quality Champions employs a team of people who work in pairs to visit the people we support in their homes by appointment. The pairs include a person with lived experience of disability in the Quality Champion role and another colleague in the Quality Champion Partner role. During a client appointment, the team discusses the services that client receives, particularly anything Achieve could do better or differently as well as any new items they may want. This information is detailed in a report that is shared with frontline teams. Actions taken are tracked so the Quality Champion pairs can re-interview clients about their satisfaction with any changes.
Stuart spoke about the advantages of employing people with lived experience of disability to be part of the team visiting clients while Matt shared his journey as part of the first intake of staff trained in October 2021.
Belle explained to the audience how the program embodies Achieve’s strategic priority of elevating the voices of people with disability in our work especially to continually improve services.
The program is fairly unique in the disability services sector in Australia and Jo-Anne invited service providers interested in developing their own client listening initiatives to get in touch with Achieve to learn more.
“We are more than happy to share what we have learned by developing and running the Quality Champions program,” Jo-Anne said.
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