Ageing Australia
1.5 hours
This interactive workshop equips aged care managers and team leaders with practical skills to manage feedback, complaints, and whistleblower disclosures effectively. Designed for leaders in residential aged care, home care, and community support, it transforms complaints into opportunities for service improvement while ensuring compliance with the strengthened Aged Care Quality Standards.
This training is ideal for team leaders, managers, and executives working in residential aged care facilities, home care services, and community support organisations. Participants should have a role involving complaints management or team leadership in the aged care sector. No prior formal qualifications are required, though experience in aged care is beneficial. Participants must access the training on individual devices.
The workshop covers the purpose of feedback and complaints as continuous improvement tools beyond compliance requirements. Participants learn what information to record, how to document accurately, and the importance of proper documentation. Clear reporting techniques are taught to support transparency and consistency across the organisation. The training includes guidance on supporting frontline staff in responding to and documenting feedback correctly. Participants gain understanding of feedback, complaints, and whistleblower policies, ensuring responses align with legal, ethical, and organisational requirements. The course addresses responsibilities under the new Aged Care Act and strategies for fostering a culture of openness and safety. Real-life problem-solving strategies are provided to resolve complaints before escalation.
Ageing Australia is Australia's peak body for aged care providers and a trusted leader in aged care professional development. The organisation brings deep sector expertise and credibility, working directly with providers across all service areas. Dorothy Dowling, the facilitator, has extensive experience in training development specifically for aged care, combining practical knowledge with a collaborative, people-centred approach. The training aligns with the strengthened Aged Care Quality Standards and reflects current regulatory requirements, ensuring participants receive relevant, applicable knowledge.
Upon completion, managers and team leaders will be equipped to lead more effectively in their organisations, with enhanced capability to manage complaints and feedback as strategic tools for service improvement. Participants will be better positioned to ensure compliance with aged care regulations and quality standards, reducing escalations and improving outcomes for older people, families, and support persons. The skills developed support career progression into senior leadership and compliance management roles within aged care organisations.
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