Kyeema's experience with Frontline Management

Case study written by DISTSS - APRIL 2002

"It was a good way to go because there was no requirement for backfill and it could be tailored to meet Kyeema's learning needs."

"An opportunity to think about what we do. We reflected on our roles as we worked through the competencies. …a new way of looking at training."

Peter Lewis (CEO of Kyeema)

Outcomes

  • 5 staff achieved Certificate IV Frontline Management
  • 2 achieved Diploma of Frontline Management
  • Special Project Groups formed led by FLM participants
    • Individual Program Plans
    • Work Experience
    • Outreach
    • Volunteers

Resources developed included an induction package.

Training Provider

Colac ACE

Who did the course?

Staff in ongoing positions working at least 3 days a week.

How much did it cost?

Colac ACE received pilot funding so only cost was backfill.

Backfill

Initially one person employed to release staff then staff reorganised to cover each other

How was it delivered?

  • For one year, Colac ACE visited once a month over one afternoon and the following morning to meet with individual staff
  • Competency unit explored in the meeting and evidence for demonstrating competency established
  • Staff would work on the competency unit over the intervening month

 

Pros

  • Upskilled staff could assist planning for Kyeema
  • Management developed coaching and mentoring skills
  • Management realised that staff skills had been underestimated
  • Brought about workplace change
  • Flexible way in which participants' skills could be recognised and learning gaps met
  • These skills include personal and voluntary skills.

Cons

  • Workplace change needed to be supported
  • Perceived risk by divesting aspects of management role
  • Formal learners may feel they are not "getting training."

Problem

Change in workplace practice challenged by some staff.

Solution

Via mentoring and coaching, staff supported to implement new work practices.

Problem

Staff perceived this delivery style as "not getting training."

Solution

Staff supported to access more traditional learning to fill learning gaps.

Conclusion

The Kyeema experience demonstrates the flexibility of the training package approach to training, whether Community Services Training Package or Frontline Management. The Agency requesting the training is in the driver's seat and needs to be clear about what it expects and what it wants to achieve. There will always be issues to deal with. However, if all parties are clear about what they want to achieve and agree on how they will go about achieving it, most issues, as in Kyeema's case, can be readily resolved