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Raising the bar in HR: Rethinking your workplace culture
LASA National Congress 2019
Carmen Hurwitz
Presentation Outline
1. Introduction & Context• Aged Care Quality & Safety Standards 6, 7 & 8• Most frequent not-met expected outcomes in 2019 audits• Workplace culture
2. Holistic Approach to Workplace Culture• Six key focus areas
3. Building the Right Team• Choosing wisely• The probationary period
4. Communication• Courageous conversations• Mitigating the impact of conflict
5. Managing Performance & Culture• Giving and receiving feedback• Performance issues
6. Continuous Improvement• Cultural reviews
Raising the Bar in HR:Rethinking your workplace culture
1. Introduction & Context
ACQS Standards
Standard 8 - Organisational Governance
Leadership is accountable for promoting a safe, inclusive workplace culture and delivering quality care and services.
Standard 7 – Human ResourcesOrganisations need to meet key requirements regarding workforce planning, recruitment, training, competencies, interactions with consumers and performance management.
Standard 6 - Feedback and complaints
Organisations must seek regular feedback from consumers, carers and the workforce, and demonstrate continuous improvement.
Residential Care
Most frequent NOT-MET expected outcomes in 2019 audits
January – March 2019
• Human Resources management
• Behavioural management
• Information systems
• Clinical care
April – June 2019
• Human Resources management
• Information systems
• Medication management
• Behavioural management
Source: https://www.agedcarequality.gov.au/sector-performance
Healthy Workplace Culture
• Develops/retains high performing teams
• Staff engagement
• Attracts talent & clientele
• Promotes delivery of sustainable, quality services
• Provides safe, dignified care
Toxic Workplace Culture
• Lowers productivity
• Promotes high staff turnover
• Impacts on employee wellbeing
• Increases mistakes, claims & complaints
• Puts staff and clients at risk
Why Culture Counts?
2. Taking a holistic approach to your workplace culture
A proactive and holistic approach to your workplace culture: 6 key focus areas
3. Building the right team
Employers have two important windows of
opportunity to hire the right people: The
recruitment phase and the probation period.
Employee Lifecycle
Recruitment
Probation: Onboarding & Performance
Reviews
Performance Reviews
Performance Management
Exiting the Business
• Used to evaluate and assess capability to perform the role, compliance with behavioural expectations and culture fit
• Is a two-way street - the employer assesses the suitability of their new employee, and the employee decides if the job is right for them
• One probationary period per person
• Best practice is to inform employee of any issues at work during the probationary period
• Apply the “No Surprises” rule
Probationary Periods
4. Communication
What makes a good communicator?
Message
Feedback
What is a courageous conversation?
Courageous conversations create a pathway to building the relationships, influence and outcomes you want in every area of your life.
Discomfort
Tension
Misunderstandings
Incidents
Crisis
Conflict Impacts Culture
5. Managing Performance & Culture
Giving and receiving feedback
FOCR FEEDBACK MODEL
Fact
Outcome
Consequence
Recommendation
FOCR Feedback Model
Disregarding processesand policies
Falling to adhere to lawful and reasonable directions
General underperformance
Inappropriate behaviour
These kinds of staff issues need to be performance managed:
REASONS TOPERFORMANCE MANAGE
Performance
Issues
Best Practice Tips…✓ Inform staff of performance expectations. ✓ Documented policies and procedures – understood and applied consistently.✓ Conduct training on expected behaviours.✓ Good communication and consultation with staff. ✓ Constructive, transparent performance reviews and management. ✓ Document reasons for the action or decision. (Document everything!)✓ Remember “reasonable disciplinary action” and “procedural fairness”. ✓ Act consistently – take special care if employee clearly has a protected attribute.✓ Provide some leniency in certain circumstances (e.g. long-term employee with
no prior warnings).✓ If consequence may be termination, be explicit, i.e. “The disciplinary policy may
be implemented, resulting in a warning, up to and including termination”✓ If serious conduct (e.g. safety risk) instant termination may be justified.✓Make the tough decisions.
6. Continuous Improvement
The ACQS Commission encourages cultural reviews & self-assessments
• Help build an organisational culture that is focused on improving the safety and quality of care and services, and improving individual consumers’ experiences and outcomes.
• Identify and evaluate outcomes for consumers, staff and the organisation.
• Help communicate with the governing body of the service about performance and risk.
• Prepare for a quality assessment by the Aged Care Quality & Safety Commission.
Manage your risk by reviewing your culture
• Leadership is critical in fostering workplace culture.
• Take a holistic approach to your workplace culture – look at the whole picture and apply a range of tools and strategies.
• Regular cultural reviews should be a fundamental part of your risk management plan.
• Document everything and apply your growth mindset.
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