Change and Transformation - CASE STUDY

Issue: The Problem

A Federal Government agency was seeking solutions to engage a marginalised group resistant to help seeking. An innovative solution was required that utilised the existing network of community based services.

Ideas: Our Thinking

Our experts on this sector understood why traditional engagement models are ineffective. Our experience and knowledge of the research pointed to an outreach based model. A fundamental change in service delivery and the introduction of new practitioner skills was required. We recommended a unique train the trainer model addressing both competencies.

Innovation: What We Did

4Points developed a new engagement model and competency standards. To educate the sector we developed a change strategy. This included a series of workshops, communication materials and presentations. A panel of program coaches was identified to implement the strategy. All coaches completed a train the trainer program. To support implementation an accreditation process was developed. 4Points conducted supervision and accreditation of the panel members and supported on-going process evaluation of the initiative.

Impact: The effect

The program assisted the organisation to 

  • Define an innovative and effective engagement model that challenged traditional boundaries
  • Define and implement a change in service delivery approaches
  • Build capacity in the sector to work effectively with this group
  • Develop quality control and standards of service delivery

Our experts on this sector understood why traditional engagement models are ineffective.

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