Commencing Monday 5 February – 5 x 2 hour webinars delivered weekly via Zoom

1pm SA | 1.30pm VIC, NSW, ACT, TAS | 10.30am WA | 12pm NT | 12.30pm QLD

AUDIENCE: These webinars are designed for staff who are actively involved in the collection and use of consumer feedback to support ongoing quality improvement within your agency.
PRESENTER: Kate Pascale and Associates (KPA)
LOCATION: Online – Zoom

Each webinar will include a combination of information delivery, examples and interactive discussion. You will also have the opportunity to ask questions, discuss your experience and seek feedback on your own consumer feedback ideas. Upon completion of the webinar, you will be sent a follow up email with a participant evaluation form, relevant resources, tools and links to further information.

Week 1: Planning effective consumer feedback strategies
Monday 5 February – 1pm SA | 1.30pm VIC, NSW, ACT, TAS | 10.30am WA | 12pm NT | 12.30pm QLD

This webinar will provide an overview of the key questions that staff need to consider when designing consumer feedback strategies.

This will include information about:

  • Consumer feedback as a component of ongoing quality improvement.
  • Understanding when and how consumer feedback will add the most value.
  • Designing inclusive consumer feedback approaches and tools that empower all consumers to provide feedback in a way that’s meaningful and relevant for them.
  • Overcoming common challenges and barriers.
  • Practical tools and resources to support you to design your approach.

Week 2: Consumer surveys
Monday 19 February– 1pm SA | 1.30pm VIC, NSW, ACT, TAS | 10.30am WA | 12pm NT | 12.30pm QLD

This webinar will provide staff with a range of tools and strategies to support them to plan, design and implement surveys that are meaningful for consumers and provide agencies with relevant and useful information.

This includes an overview of:

  • How to determine whether surveys are the most appropriate way to collect consumer feedback.
  • What to consider when designing consumer surveys.
  • How to deliver surveys.
  • Tailoring your survey design to your consumer group (e.g. clients of different ages, backgrounds and literacy levels).
  • Common challenges and pitfalls.

Week 3: Consumer interviews and focus groups
Monday 4 March 1pm SA | 1.30pm VIC, NSW, ACT, TAS | 10.30am WA | 12pm NT | 12.30pm QLD

This webinar will focus on building staff’s understanding and confidence to conduct focus groups and interviews to collect feedback from consumers.

This session will include an introduction to:

  • When focus groups and interviews are appropriate ways to collect feedback from consumers.
  • Key considerations in the development and facilitation of focus groups and interviews.
  • Consumer recruitment strategies.
  • Qualitative data collation, analysis and reporting strategies.

Staff will also be provided with a range of practical tools and resources to support them to run effective focus groups and interviews in their own work.

Week 4: Creative data collection strategies
Monday 18 March – 1pm SA | 1.30pm VIC, NSW, ACT, TAS | 10.30am WA | 12pm NT | 12.30pm QLD

This webinar encourages staff to think about a range of simple ways they can collect feedback from their consumers effectively and efficiently. The session focusses on simple and inexpensive strategies that can be built into everyday practice, without being arduous or time consuming for consumers (or staff).

This will include information about:

  • How to embed opportunistic feedback strategies into your practice.
  • Practical, activity based data collection strategies.
  • Engaging clients with variable levels of literacy and function in meaningful feedback strategies.
  • Tailoring your approach to your consumers.

Using case studies and examples, participants will explore a range of strategies to collect meaningful feedback that are relevant for people of a range of ages, backgrounds and abilities.

This workshop will focus on how to ensure that consumer feedback is used to inform ongoing quality improvement.

Week 5: Using consumer feedback to make changes
Monday 25 March – 1pm SA | 1.30pm VIC, NSW, ACT, TAS | 10.30am WA | 12pm NT | 12.30pm QLD

This will include information about:

  • Maximising the value of consumer feedback.
  • How to interpret, understand and use consumer feedback.
  • When, why and how to share learnings.
  • Creating supportive workplace systems and culture.

To register online, please click the link below (charges apply) or download the PDF document, and email to enquiry@acia.asn.au or Fax 8338 6511.