g8 conference 2019
Welcome to Country
g8 conference 2019
2018 overview gary carroll Managing director
g8 conference 2019 proudly sponsored by
TELECOM
WWW.SPECFURN.COM.AU
Strengthened company focus and leadership in Safety and Early Learning & Education
Early Childhood Educators Day
20 18
10 109
17
Centres that did not have Child or Team incidents or accidents
Centres above 100% occupancy
centres above 90% occupancy
g i l High
s t h
Continued investment in our people A collaborative, co-creation approach to initiatives and projects
$4.1M spent in training and L&D
$10M worth of
child care discounts
10% wage
increase for ECT’s
$4.8M paid in
incentive payments
Additional training & professional development resources available on the Learning Lounge
Introduction of Playground
31,980 free uniforms and First Aid training
750 team members studying via G8’s traineeship & sponsorship program
3
Continued investment in our centres
$35M spend on Capex
$1M spend on Wi-Fi upgrades
11 new Centres opened
181 Centre refresh/ refurbishment projects
Exceeding Centres • Creative Garden Sinnamon Park • Community Kids Chirnside Park • Nurture One Napier St
And much, much more! check them out in the 2018 Year in Review booklet
l Hen
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Cons ble ta
20 s 18 Challenge the new childcare subsidy
transition to a new CCMS platform During the ccs reform
repairs and maintenance
Improving our Nqs results
Across about half the Group, Occupancy challenges largely due to churn and CRM management
Team turnover is high
Wage control
Change whilst we build up our foundational support and operating platforms
safety
safety - incidents & Accidents
341
Child incidents & accidents
team incidents & accidents
1486
1291
130
1015
549
Educator harm Children Unaccounted Injuries, Illness, notifiable allegations & for both on premises & Health & Wellbeing complaints complaints exited premises & bus incidents​ reported​
400
child behaviour
346
slips, trips and falls
295
manual handlings
strategy gary carroll Managing director
the sector at a glance
15,763
services in australia
1.3 m children
BENEFITS AND IMPROVED AFFORDABILITY TO BOLSTER OCCUPANCY
77%
services met or exceeded the NQS
•
•
•
Extensive research shows that formal Early Learning has benefits across a range of dimensions (e.g. social, emotional, physical, language, cognitive) Jobs for Families package has added $2.5 billion in funding over 4 years targeted at low and middle income families New package is not a “silver bullet” but there is evidence of demand stimulation which is expected to continue over the medium term
DEMAND SHIFT FAVOURS QUALITY AND SCALE
HIGHLY FRAGMENTED WITH STRUCTURAL GROWTH DRIVERS
SUPPLY GROWTH MODERATING
•
Occupancy at high appeal, high quality centres has remained strong through current market cycle
•
Top 5 players have only circa 20% market share. Approximately 70% of centres are small operators
•
Latest industry supply data indicated the rate of supply growth slowed in CY18 Q4
•
Scale operators are better positioned to provide differentiated offerings & higher quality centres
•
Government and business leaders committed to increasing female workforce participation rate
•
Continued tightening of bank funding to developers is likely to see this trend continue in CY19
•
Strong bi-partisan government support
•
•
Continued strong population growth from births and migration
We maintain our view that the market will be more in balance by mid to late 2019
g8 at a glance
41,000
licensed places across australia and singapore
11,000 early childhood educators
519 TOTAL
WESTERN AUSTRALIA
QUEENSLAND
68
73
CENTRES
CENTRES
CENTRES
australia’s largest listed early
52,000 children per week
SINGAPORE
17 CENTRES
SOUTH AUSTRALIA
29 CENTRES
VICTORIA
134
CENTRES
NSW
ACT
CENTRES
CENTRES
188 10
childhood education & care (ECEC) provider
QUALITY
INTEGRATION
our journey
ASX LISTING
• Acquisition strategy • 47 centres
COMPANY FOUNDED
DEC 2007
FEB 2007
BUILT SCALE
• Centre refresh and refurb program • Embed work routines • Leadership and Management training • Education Strategy • Quality Improvement team
• Xplor HOPE • Rostering • Call centre • Child and team safety frameworks • Enrolment and Transition improvements • Repair and Maintenance program • People and culture programs
INNOVATION
• Roll out differentiated customer offer • Best practice framework and hub • Centre design
• 500 centres • 24 “brands” 20072016
Inherited
Next 12-18 months
• c.480 centres • Singular focus on growth • Decentralised decision making, processes, systems, training and rostering
DEBT + EQUITY RAISING
May 2017
and experience • Embedded performance culture 2019
• To fund Greenfield new centre pipeline and restructure balance sheet
NEW LEADERSHIP TEAM
work routine, call centre • Industry leading Education strategy
Achieved
Medium term
based on quality and innovation • Centralised processes and support • Integrated systems on time for CCS • Standardised training, reporting and processes
• Early Learning champion and innovator • Quality leader • Employer of choice • Industry leading occupancy • Best ‘value’ provider in sector
2017
INTEGRATION
• CRM • Xplor Core/CCMS • Leadership development • CCS reform
2020+
QUALITY
• Refresh program • Training program • NQS refresh
INNOVATION
• • Pilots • Customer research
12%
TEAM TURNOVER
82%
MEETING AND ABOVE ASSESSMENT AND RATING
81%
GROUP OCCUPANCY
our ambition em
e y o l p
c f o r
e c i o h
secto
r lea
ders
safe organisation
hip
strategic foundations Margo cashman Vanessa steward bread & butter
people craft
1
pre-search
I KNOW NOTHING ABOUT CHILD CARE WHERE DO I EVEN START?
Where to look for your bunnies... • Websites
Where to look for your bunnies... • Case managed wait lists
2
3
choosing a centre
Where to look for your bunnies...
THE ONLY WAY TO MAKE A DECISION IS TO GO ON LOTS OF DIFFERENT CENTRE TOURS
• Welcome into
short list
GOOD CENTRES ARE HARD TO GET INTO. I’M WORRIED ABOUT EVEN GETTING A PLACE?
Where to look for your bunnies... • More info to self select • More info on parents & child • More personalised tours
and make them feel part of the centre community
4
enrolling their child
I HAVE A SPOT, BUT HAVE I MADE THE RIGHT DECISION?
5
starting
Where to look for your bunnies... • Get the credit you deserve by linking the positive changes to your L&D programme
ANXIOUS, EMOTIONAL AND UNSURE OF WHAT TO DO – HELP ME!
Where to look for your bunnies... • Orientation and
processes to show families ‘the ropes’
6
7
retention WHEN CHANGES HAPPEN IT MAKES ME QUESTION IF MY CENTRE IS STILL THE BEST OPTION
settling in
THEY ARE IN A ROUTINE AND WE ARE STARTING TO SEE POSITIVE CHANGES
Where to look for your bunnies... • Create multiple relationships (harder to leave)
• Proactively manage staff & room changes • Reinforce that the child is receiving the best L&D
strategic Initiatives 2019 Jason Ball GM Operations
strategic initiatives 2019
STRATEGIC PRIORITIES
2019 near-term key initiatives GOAL
BUILD A GREAT TEAM
STRENGTHEN THE FOUNDATION
CREATE SUSTAINABLE DIFFERENTIATION
CONTINUE PROFITABLE GROWTH
CM learning & development program
Child Safety, WH&S
Customer experience
Wage management/new rostering system
People Experience
Education strategy
CRM and Call Centre (Customer Experience Team)
Network optimisation
CM and AM Work Routines
NQF foundation
Innovation
Network growth strategy
50% REDUCTION IN TEAM TURNOVER
2% LIFT IN OCCUPANCY LIFT NPS RATING TO 65
REACH TARGET ROCE
build a great team Jess Battersby GM People & Culture
Together we can make G8 Education an Employer of Choice in the Early Learning Sector!!
people experience WHAT ARE WE WORKING TOWARDS?
WHAT ARE THE BENEFITS?
•
Onboarding & induction
•
•
Workforce Planning Methodology & Tools
Our Team drives Centre Performance
•
•
Employment Branding
Engaged Team Members are better for Centres
•
Workforce Management System (HRIS & Rostering)
•
It all Starts at the beginning
•
Team Members NEED great leaders
learning & Development program WHAT ARE WE WORKING TOWARDS?
WHAT ARE THE BENEFITS?
•
Aligning with feedback provided in the PREDICT-R survey
•
Setting up and supporting our people up for success
•
Leadership & Management training
•
•
Professional Development
Resources and tools for individual Development Plans
•
Operational training
•
Retaining quality talent and developing future leaders
•
Enhanced performance
CM & AM Work routines WHAT ARE WE WORKING TOWARDS?
WHAT ARE THE BENEFITS?
•
•
Prioritises what is most important and ensures tasks get done
•
Improves productivity and performance
•
Assists with effective delegation
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Guidance and support for new and training CM’s
•
Organising common tasks and responsibilities to ensure what is required to be done by when and by who is achieved Standardises our way of work, manages clear expectations and improves efficiency
•
Co-create and embed best practice - win the ‘moments that matter’
•
Improve processes from Support Office functions
strengthen the foundation jenni marsh
GM safety, compliance & Quality
Julie Madgwick head of early learning & Education
child & Team safety WHAT ARE WE WORKING TOWARDS?
WHAT ARE THE BENEFITS?
•
Creating a Safety First Culture
•
Vulnerable children are identified and supported
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Implementing key recommendations from the Royal Commission into Child Sexual Abuse
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Decreased incident/accidents for team and children
•
Educators are vigilant, capable and empowered to report allegations or suspicions of abuse and neglect
•
To be an industry leader in child protection and achieve a level 5 Child Safe Organisation maturity level by end 2020
•
Decrease in incidents that allege educator harm
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Integrating child safety and team safety policies and processes
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Updated Child Safe Code of Conduct and new Child Protection Practice Manual
•
Updated learning lounge packages including bespoke training developed in partnership with Bravehearts
education strategy WHAT ARE WE WORKING TOWARDS?
WHAT ARE THE BENEFITS?
•
Mixed mode professional development for all our people
•
Better outcomes for early childhood professionals
•
Establishing communities of learning
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Enabling professional collaboration
•
Developing a research culture
•
Better outcomes for children
•
Providing support with meeting the requirements of the NQF
•
Better outcomes for assessment and rating
national quality Framework foundations WHAT ARE WE WORKING TOWARDS?
WHAT ARE THE BENEFITS?
•
Provide awareness and expectations of changes to the National Quality Framework
•
Support in understanding, executing and embedding the National Quality Standard
•
Establishing tools and resources to educate and deliver on the requirements of meeting the National Quality Standard
•
Better outcomes for children and educators
•
10%pts improved Occupancy between Meeting and Working Towards
•
Elevated reputation for Centres, our people and the organisation
•
Identify areas of opportunity and providing support
•
Developing a Quest for Quality culture
create sustainable differentiation greg bowell GM marketing
customer experience WHAT ARE WE WORKING TOWARDS?
WHAT ARE THE BENEFITS?
•
The Why? Family needs are equally important
•
We use our scale for good
•
Knowing the Family Journey micro moments, the deal breakers
•
You deliver a world leading experience
•
We all unite on removing pain points for families
•
Your role as part of the extended family
•
Success in great CX underpinned by amazing PX
•
Leading Social Change
PRE CENTRE
PRE SEARCH THE STAGE OF THE JOURNEY (co-ordinates)
WHAT YOU CAN EXPECT TO SEE (the terrain)
Cracking the child care code
The frustration, anxiety and confusion of having to make an important decision without any knowledge � or access to information� I know nothing… and there is nowhere to go to find out!
SHORT LISTING Playing the wait list game
CHOOSING
Learning the job
ENROLLING
It’s starting to get real
Getting your child into a good centre is a game � you have to play it right
The tour is the main source of information (parents have to learn on the job)
Relief that we are in. I can stop worrying. We at least have a place
The first step is making sure that they don't miss out� on a spot by being on multiple wait lists
Parents interpret the 'vibe' of the centre�and trust their instincts to asses if this feels like�the right centre for their child
But now I have to face leaving my child with strangers – have I made the right decision?
But multiple wait lists take more time to sign up to� and manage – it's hard work!
AT CENTRE
STARTING
Fear of the unknown
In a highly anxious and emotional state, parents and their child arrive on their first day not knowing what really to expect
SETTLING IN
RETENTION
Managing change
Finding your feet
Now I am reassured that my child is OK and we are comfortable with the 'logistics'
They are unfamiliar with the routines of a centre and often the basics of what to do
We are starting to feel like we are working well with the centre And we are starting to understand what my child is actually doing each day
How willing ~ happy the child is to leave their parent (or at least how quickly they settle down)
My child is now in a routine and eating, sleeping and behaving as they should - back to normal
How quickly parents and children feel comfortable and confident with the routines and processes in the centre
Starting to see the benefits of the activities - things that they would never get to do at home. Start to feel like the centre is having a positive influence
Creating a web of deep relationships Knowing that you are giving your child the best in terms of learning and development opportunities
THE MEASURE OF SUCCESS (best route)
Show me how to 'crack the child care code' and make the right decision for my child
KEY TOUCH POINTS
The website
I want a sense of certainty that my child will get in to a good child care centre
Call centre/CRM
I can imagine my child being happy at this centre
The centre tour
The enrolment process itself and centre staff have reassured me that I have made the right decision for my child
The enrolment process
Orientation & on boarding �
(typography)
PAIN POINTS (the danger areas)
Lack of knowledge and lack of credible sources to tell me what I need to know to make the right decision for my child
The time and effort to join & manage multiple wait lists The lack of transparency of how wait lists work The lack of contact while you are on the wait list
The number of tours I have to go on to collect the information myself Tours that don't answer my questions or aren't customised for our needs
The enrolment process can be cumbersome and complex, it can also lack a personal touch (missing the opportunity to reassure parents they have made the right decision and start to build a relationship)
Kids have never been so sick - results in worry & disruption.�Need to clarify hygiene standards and procedures to reassure that the centre is doing everything possible to minimise the sickness risk
After enrolment there is a long gap where nothing happens (an anti climax)
Parents need a download when they pick up their child at the end of the day, but often only more junior staff are left on duty
My child is always happy and loves going to the centre - they have so much fun The demonstration of the learning & development progression of the child (physical, socially, emotionally & cognitively)
Addressing drop off & pick up issues Better handling the changes in staff & rooms Reinforce L&D pathways and communication
Start to educate parents about the centres L&D program
Lack of understanding on the L&D programme and lack of individual feedback on my child’s development
Staff changes Lack of transparency about staff leaving - brushed over Poor introduction of new staff to parents - who am I leaving my child with?
Changing rooms
Learning
Parents not informed and/or not involved in this process, therefore cannot support the child through the changes Doesn't feel like a well managed, well thought through process - happens at the convenience of the centre Change of staff ratio (not explained) which leaves parents feeling that their child is receiving less attention
VALUE DRIVER (the must see’s)
A centre website that gives a real sense of what the centre is like and tells parents what they need to know about attending the centre
Use G8 scale to access multiple centres wait lists with one wait list application. Allows parents to be on the wait list for your preferred centres but also be notified should other G8 centres in your area have a vacancy.
Centre-centric websites that provide specific details of individual centres
Look for ways to simplify, streamline and personalise the enrolment process
Before a tour, offer a detailed information pack to provide another opportunity for self selection
G8 does the leg work and manages the process for you, they make sure you know about all the possible opportunities that are available
Design a customised tour experience (based on segment profile and needs of the child)
Start to build the relationship with the parents and the child to make them feel comfortable with the centre community. By welcoming them into the community and allowing them to be involved from the start
In the first few days/weeks direct connection between new parents and the centre is critical to building trust and establishing a working relationship Proactive parent contact, parents made to feel comfortable contacting the centre, photos and updates, the pick up download are all key to doing this Orientation: First experience of the centre focused on feeling comfortable. On boarding: Easing parents & kids into the day to day processes and procedures for reducing the uncomfortableness of not knowing. Social on boarding for kids
Explain the learning and development programmes,� ideally in the context of their child's progress
Drop off
Lack of individual feedback about my child (more group feedback)
Lack of staff (parents late for work, upset children)
There is no structured approach to L&D (Learning pathway/ framework not central)
Poor communication (important issues not acted on, feels unprofessional)
A dedicated/ specialist pre school programme
Learning Provide individual feedback Learning pathway is the core of the programme Holistic assessment of each child's development.
Parents Feel supported and reassured about issues with their child (help me) Issues related to the centre or staff (listen to me) Consistent approach between home and centre (work with me)
Pick up Children in a holding pattern, this adds to mums pressure, and means parents only experience of the centre is in baby sitting mode Lack of communication about their childs day, or issues that parents need to be aware of Disorganised process: Parents have to hunt for childs belongings
customer engagement team WHAT ARE WE WORKING TOWARDS?
WHAT ARE THE BENEFITS?
•
•
Removing the CRM administration
•
Capturing all your prospective & enquiring families
Sector leading, Customer Engagement experience built with your input
•
Retaining families on the Journey removing off ramps
•
Measuring, diagnosing and triaging pain points
•
Supporting you in reducing lost families
•
A united approach, an obsession
•
Helps us all focus on what is important
innovation WHAT ARE WE WORKING TOWARDS?
WHAT ARE THE BENEFITS?
•
Differentiating our offer on exciting Innovation for families and teams
•
Improving Early Learning outcomes for children, educators and families
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Rolling out Xplor HOPE
•
New news for you to share with families and teams
•
Example projects - iSandbox / Kinderling
•
Challenging, creating and fostering idea’s together
•
A culture of Innovation idea’s, trials, pilots
•
Attracting and keeping the best talent
continue profitable growth Jason Ball GM Operations
roster system WHAT ARE WE WORKING TOWARDS?
WHAT ARE THE BENEFITS?
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Automated suggestive rostering
•
•
Award and regulatory interpretation
Saves CM time and improves effectiveness of rosters
•
Geographic casual labour pooling
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Delivers compliant rosters meeting the requirements of Awards and Regulations
•
Co-creation with business, award and rostering rules
•
Provides self service functionality and transparency for team members
•
Supports our desire to move weekly payroll
Network optimisation WHAT ARE WE WORKING TOWARDS?
WHAT ARE THE BENEFITS?
•
Centralised support with scheduled repairs & maintenance
•
Better oversight of the Centre portfolio and condition
•
Establishing processes for addressing safety & compliance matters
•
Enhance value – quality, compliance and cost
•
Better outcomes for children and educators
•
Improved Occupancy and NQS outcomes
•
Comprehensive approach to Centre refresh program & refurbishments
•
Intentional and purposeful design
Network growth strategy WHAT ARE WE WORKING TOWARDS?
WHAT ARE THE BENEFITS?
•
•
Continued opportunities for our people
•
Moderating supply and demand needs
•
Sector leading design, purpose and offer to improve outcomes for children
•
Improved value from our investment
Responsible growth agenda using data led mapping to target locations
•
Improved methodology for Greenfield and Brownfield developments
•
Delivering differentiated and “fit for purpose” Centres
•
Commercial partnerships with Landlords and Developers
Centre manager of the year FINALISTS
Julie Wisemantel Grasshoppers Early Learning centre
Racheal Morris Nurture One Albert St
Katie Tran
First Grammar Cabramatta
Christine Da Silva Mota Community Kids Springvale South
Andrea Boxshall Penguin Caroline Springs
Leanne Saxton Great Beginnings Aveley
area manager of the year FINALISTS
KAREN COYNE
Melanie Tapulaaia
Kristel Smylie
Cassandra Black
Leigh Harding
Core Values award finalists
Brooke Marozzi Pelicans in the City 1
Cathy Henein
Sydney Cove West Early Learning
Shawnee Fawcett Greenwood Rose Bay
Justine Esler
Community Kids Berwick
Fatima Furrukh Community Kids Meadow Heights
Leanne Saxton Great Beginnings Aveley
Thank you.
LISA McINNES-SMITH
quality award finalists
Anna Madden & Paula Date Creative Garden Sinnamon Park
Sarah Joyce Kindy Patch Ultimo
Julia Paroz
World of Learning Leumeah
Sarah Schwab Community Kids Chirnside Park
Amelia Kinder Nurture One Napier Street
Tanya De Gennaro Buggles Southlake
people award finalists
Melissa Alford Arthur St Nurture one
Lisa Jordan
Kindy Patch Elermore Vale
Andrea Kanellopous World of Learning Cartwright
Alyce Doughty
World of Learning Riverview
Jacqueline Hoskin First Grammar Bendigo
Fiona Byrne
The Learning Sanctuary Nedlands
Most Improved award finalists
Caroline Ransom Community Kids Manly
Tracey Haaka Kindy Patch Narara
Renee Elliot
Bambinos Harrington Park North
Leah Panelli
First Grammar Mentone
Jacqueline Winbanks Community Kids Golden Square
Yvonne Egan Jellybeans Subiaco
safety award finalists
Amanda Hughes Kool Kids Miami
Rebecca Smith First Grammar Baulkham Hills
Abby Porter
Crest Road Early learning Centre
Rebecca Bradshaw Great Beginnings Pakenham
Christine Cassar Head Start Altona North
Santosh Kumari
The Learning Sanctuary Kings Square
sustainability/community award finalists
Fiona Janse Van Rensburg
Community Kids Glenella
Joanne Ware
Community Kids Freemans Reach
Kim Formosa First Grammar Seven Hills
Kylie Heyfron Community Kids SunburyÂ
Carolyn Hutchins Zebra Early Learning Centre
support office finalists
Brooke Castles
Michael Stevenson
Ingrid Schroder
Ross Caldwell
Julia Holmes
Tania Holmes
Jock Sinclair
Miren Jarque
marketing finance
Integration Property
People & Culture Finance
Operations
People & Culture
rookie of the year finalists
Claire Granzien Community Kids Caboolture
Jean Grima
First Grammar Castle Hill
Julie Co
early Learning centre vattana
Rajni Bhanot
The Learning Sanctuary Park Orchards
Melissa Humphries Head Start Ocean Grove
Kristy Holdcroft
Little Angels early learning centre Bunbury
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Jen
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Sandi Ph
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M e a i d l gwi u ck
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R r i b e a f i r ovs n ki
early learning sector panel
ny S
eamann
workshops Leading change in your centres
Quest for Quality
Attracting and retaining high quality ECT’s
Cultivating a safety culture
HALL 4
HALL 1
Rooms 10-12
Central Rooms B+C