Staff Matters 196

Staff Matters March 15, 2019 Issue 196 Week 37

CARING ABOUT OUR STAFF

AFFORD & WESTS TIGERS JOIN FORCES

In This Issue

For a second year running, Afford is partnering with renowned Sydney NRL team the Wests Tigers for the 2019 season!

Last year Afford established a partnership with Wests Tigers to promote inclusivity for people of all abilities.

The bond between both organisations has strengthened over this time which has led to our continued association with the team.

Wests Tigers has launched their Varying Abilities program, supported by Afford, which will use Rugby League to shift people’s perception of individuals and groups living with a disability, leading to a reduction in bullying and an increase in inclusion, not only in sport, but all activities.

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Afford & Wests Tigers Join Forces Joke of The Week

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Three Month Winning Streak For NSW

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South West Deliver Award Winning Service New Appointments

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The Varying Abilities program aims to provide a platform for school students who live with disability to participate in Rugby League activities. The program involves delivering a 'Celebrating Differences' presentation to school students as a form of education about inclusive behaviour.

New Email, Phone & Internet Procedure - Take Note!

Upcoming Events Selfies of The Week

As part of our partnership, Afford clients will be able to attend a number of Wests Tigers games and also meet up with their NRL heroes through player appearances at Afford events.

Greater Western Sydney is Afford heartland and we are pleased to be able to connect with a team that aligns with our values, mission and commitment to supporting individuals with disability lead happy and healthy lifestyles.

Our partnership with Wests Tigers extends our focus on encouraging healthy lifestyles through Club Afford and other activities.

WESTS TIGERS VARYING ABILITIES PROGRAM

REMINDER

Using the tool of Rugby League to shift people’s perception of individuals and groups living with a disability, leading to a reduction in bullying and an increase in inclusion, not only in sport, but all activities.

Our reinvestment in partnerships such as this ensure that our brand is visible within the community and aligned with programs that benefit our clients.

Don’t forget to send your clients’ achievements, good news stories and photos to Marketing@afford.com.au

www.afford.com.au

Staff Matters

STAFF PROFILE

March 15, 2019 Issue 196

THREE MONTH WINNING STREAK FOR NSW

The NSW Customer Care team has been putting in the extra effort and it shows. For three consecutive months, the team has ranked number one in sales bringing in a total in excess of $2.3 million.

This amazing figure translates to 112 new clients over three months across our Day Program services. 9.8% of new clients have been connected with our Allied Health services and the team has also connected clients with Respite.

NAME: Tony Fa-aso-o POSITION: Lifestyle Assistant LOCATION: Southport QLD Day Program FAVOURITE SONG? Ribbon in the Sky – Stevie Wonder FAVOURITE MOVIE? Hancock FAVOURITE HOBBIES? Playing guitar FAVOURITE FOODS? Any roast meal IF YOU COULD BE AN ANIMAL WHAT WOULD YOU BE? Leopard WHAT IS YOUR DREAM HOLIDAY DESTINATION? Hawaii IF YOU HAD THE POWER WHAT WOULD YOU CHANGE ABOUT THE WORLD? No disagreements IF YOU HAD TO TEACH SOMETHING WHAT WOULD YOU TEACH? How to respect each other SOMETHING NO ONE KNOWS ABOUT ME? I’m a high achiever

The team, Nancy Elnajar, Lilly Devi, Serina Holtzhausen and Dunya Lazar, go above and beyond to ensure every potential client has a great understanding of the variety of Afford supports available.

With each potential client, the Customer Care Team member visits either one of our Day Programs or the home of the person looking for support.

They assess the individual's support needs and find out what support they require and when it is required (eg. weekdays, weeknights, or weekends). Once this is determined, the team member submits a request for a Service Agreement to be issued for the client to sign.

The team has had great success over the past few months and one particular new client stood out. This new client was a recent school leaver who was in need of support. The Customer Care team spent in excess of 25 hours meeting and working with the client and their carer to facilitate site tours, school tours, going through the NDIS process, accompanying the carer to two NDIS meetings and various phone consultations. The care and support provided to this new client and carer resulted in the client signing up with Afford with a plan valued at more than $1,300.

It should also be noted that Customer Care Coordinator, Aaron Young, as well as Team Leaders, District Managers, Steven Herald and Christina Emmanouel have collaborated with the Customer Care team to support and celebrate their overwhelming success over the past few months.

In celebration of their success, the Customer Care team enjoyed a Buzz Night in Sydney at the Oyster Bar in Circular Quay last Friday night with the Harbour Bridge and Opera House the backdrop for the evening. The group enjoyed fine wine, oysters, barramundi and exquisite deserts while they reflected on their achievement and discussed continuing this success in the future.

Well done Customer Care team!

Keep up the great work!

www.afford.com.au

March 15, 2019 Issue 196

Staff Matters SOUTH WEST DELIVER AWARD WINNING SERVICE

Our South West Sydney (SWS) region is on fire with some great nominations and Customer Service Award winners for January and February.

January Customer Service Award winners 1st Place: Tara Cortelli, LSA, Campbelltown She has a fantastic attitude to work and comes in with a smile from ear to ear. During a supported holiday, she was in constant contact with the family who were extremely worried about the client's first trip away on a ship. The family are now looking at another holiday with Afford.

2nd Place: Atish Ram, LSA, Campbelltown Atish has received outstanding praise from a client's father about the 1:1 provided for his son. The father has requested that Atish become his son's support worker every week. The dad said he did such an awesome job and is so happy.

3rd Place: Peita Cunningham, LSA, Campbelltown

Tara Cortelli

Peita works three days a week and with a very challenging client and remains one of the strongest, most resilient and dedicated staff members and has great passion for her role. She comes in every day prepped for another day and should be recognised for her dedication and effortless positive attitude towards work.

February Customer Service Award winners 1st Place: Bryan Kepu, LSA, Oran Park Always considerate and caring, Bryan strives to achieve the best outcomes for his clients.

2nd Place: Katrin Odish, LSA, Oran Park Katrin has been praised for her 1:1 support of a client and her understanding of his needs and likes. With each visit, Katrin takes the time to keep up communication with the family about their son's progress and often sends photos during the day. Katrin goes above and beyond what is expected of her and considers both clients and parents.

3rd Place: Bindu Patel, LSA, Oran Park Bindu always has such a warm, welcoming smile whenever you see her no matter the time of day. She takes the time to help other staff members understand the needs of each client. She is always willing to jump in and assist her team when needed without being asked. She is a valuable member of the team and deserves to be recognised for her continuous hard work.

Bryan Kepu

Congratulation to all award winners! We are all proud of all that you achieve and your efforts inspire us all to step up and push harder to deliver excellence.

New Appointments We would like to welcome the newest Affordian into our community: • Gordon Griff – Executive Manager, Commercial Services

www.afford.com.au

Staff Matters

March 15, 2019 Issue 196

NEW EMAIL, PHONE AND INTERNET PROCEDURE - TAKE NOTE As Afford expands and grows, communication is our strongest asset. It ensures everyone within our organisation, across businesses and across borders is aware of initiatives, policies and procedures that set the standard for excellent service delivery across the organisation.

With this in mind, we have established new email, phone and internet usage procedures to ensure all staff are aware of appropriate use of Afford’s phone, email and internet facilities.

Here are some reminders about acceptable phone use during work hours: • Personal calls during work hours are not to be made or taken unless in an emergency • Should there be a need for other personal calls, they should be made during a break period and kept as brief as possible. If an urgent or emergency call has to be made or is expected, this can be arranged with the immediate Supervisor or Manager • Staff are not to access their phones during work hours for any purpose other than work related tasks Please refer to the Human Resources Procedures on the intranet document centre for further details or contact HR at hr@afford.com.au for any further questions.

Reminder!

Afford has a strong reputation within the community. It is up to every staff member to ensure their behaviour reflects the welcoming, friendly and caring nature of our brand.

• Always be polite to members of the public

SELFIES OF THE WEEK

• Be courteous at all times to neighbours of our Group Homes and Day Programs • Be considerate - do not park across driveways, arrive and depart quietly from Afford services, employ defensive driving strategies when on the road

Please remember our duty of care for our clients.

UPCOMING EVENTS DATE:

EVENT:

1-31

National Epilepsy Month

13-17 March World's Greatest Shave 16-24 March Cultural Diversity Week aureen, Selfie Above: M ristina Ch & Antoinette ls! ge An 's rd fo Af

Pawsome Se lfie Above: Michelle Flynn with fur friend, Rangi.

17 March

St Patrick's Day

26 March

Purple Day

30 March

Earth Hour 8:30pm

www.afford.com.au