Case Study – when good culture is important to the organisation

Staff are encouraged to speak up about concerns and potential solutions.  We believe that nobody individually has the answers, but if we work together between us, we can figure it out.  Staff throughout the organisation can speak to the Senior Management Team at any time, but we also set aside specific time for this to happen in a more structured way each month.  These sessions involve conducting a review of What’s Working/Not working from people we support, support workers, and service managers, as well as sessions where staff tell us what they want us to stop doing as an organisation to make their jobs better and to more effectively make a difference to the lives of people we support.  This has resulted in several changes throughout the organisation from training courses, better paperwork, adjustments to IT systems, and even the way our offices look.

Families and people we support are also listened to through elected representations on our board.  They tell the board exactly what is being experienced in terms of service delivery and tell it exactly like it is!  We all listen when those two members speak up and hold our breath in anticipation about what they might say!

People with learning disabilities, as experts by experience, are paid to conduct audits to ensure that we really get to the heart of any issues for the people we’re supporting.  Family members also contribute to our audit process.  We have also audited other organisations on their request and been able to share quality checkers.  This has enabled us to be a critical friend to other organisations and we all benefit by sharing ideas about how to make things better.

To make sure that staff, families, and people we support feel comfortable in letting us know about any concerns they have, we have employed an external company to manage a ‘Whistleblowing Hotline’ for us.  People can report issues in a variety of ways, but this is an additional method that allows anonymous calls to be made