The power of feedback: how JobAccess is using Net Promoter...
Transcript of The power of feedback: how JobAccess is using Net Promoter...
The power of feedback: how JobAccess is using Net Promoter Score to drive service delivery improvement
Daniel Valiente-RiedlGeneral Manager, JobAccess
Disability Employment Australia Conference29 August 2019
“How likely is it that you would recommend our company’s product or service to a friend or a colleague?”
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Discussion Paper
Driving customer experience for Australians with disability and their
employers
Dr Dorothy FrostMedHealth
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JobAccess: We’re here to help
Expert advice via phone and
website
Workplace adjustments
and modifications
Employer engagement
services
Complaints Resolution
and Referral Service
National Disability
Abuse and Neglect Hotline
Diagram: a list of services under images of a computer, dollar sign, two heads, a handshake and binoculars
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A perfect pitch solution for Daniel
Picture: man sitting at desk and wearing a headset
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Workplace adjustments and modifications
Advice service
National panel of assessors
Employment Assistance FundPicture: man working in a laboratory
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Calculating the Net Promoter Score
Source: MedHealth Group 2019, Discussion Paper: Driving customer experience for Australians with disability and their employers
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Understanding your customers
Source: Question Pro (https://www.questionpro.com/blog/questionpro-net-promoter-score-best-practices)
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What is a “good” score?
Source: MedHealth Group 2019, Discussion Paper: Driving customer experience for Australians with disability and their employers
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“Thinking about your recent experiences with JobAccess, how likely would you be to recommend them?”
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High scores, positive experiencesScores awarded by employers and employees receiving assistance with workplace assessments and modifications.
Diagram: NPS scores awarded by employers and employees from July 2017 to June 2019
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Employer feedback
“JobAccess helped identify and provide equipment that we and (employee) didn't even know existed.
This has been an extremely positive experience and enabled (employee) to return and sustain employment which I believe she didn't think was
possible.”
eHealth Queensland
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Employee feedback
“I've already suggested JobAccess to a friend with a disability. Everything was moved through so quickly and the occupational therapist was so
supportive. I've been able to accept more work hours directly as a result of being able to use the scooter JobAccess provided. I'm also more
confident about looking for other jobs in the future because I know I can take it with me.”
Anthea
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Constructive feedback = opportunity to connect
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Taking action on employer feedback“I still find the process difficult... We are unable to discuss the individual's case with JobAccess and have to go through the individual. It is very difficult to get the correct way forward on what we need to do. It is very resource intensive when teams are at capacity. That being said, we have learned a lot and the
outcome has been good.”
Feedback from an employer who gave NPS of 4
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Taking action on employee feedback• Statewide list of
interpreters provided Training courses rescheduled
• JA Professional Advisor organised additional training
Inadequate training
• All employees receive new introductory email from JA
Gaps in employee
understanding
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How NDRC works with DES• DES employer information sessions:
insights and tips from employers on securing roles for your candidates.
• JobAccess vacancy service: Broadcasts job opportunities for free to the national network of DES providers.
• Visit www.jobaccess.gov.au/registerto receive event invites and vacancies. Picture: woman working on a laptop
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What is AccessAbility Day?An Australian Government initiative that connects jobseekers with disability and employers for a one-day opportunity to help employers:• learn more about working with jobseekers with
disability,
• promote and encourage an inclusive workplace,
• access a talent pool of capable people who are keen to work, and
• learn more about free disability employment services and support available for employers.
Picture: two women at work
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A vital role for DES providers
Expand your professional network and promote your services to employers
Learn more about your candidates’ career interests, skills and strengths
Learn about local market needs and trends Diagram: highlighting the role for DES providers
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How can DES get involved• Engage with local employers to raise awareness of AccessAbility Day
• Facilitate participant placements with:
o existing employers, and
o new employers registered for AccessAbility Day• Promote AccessAbility Day to internal and external stakeholders• Cover insurance requirements for each placement• Complete a comprehensive risk assessment for each placement
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A positive impact for everyone, every day
Diagram: listing support delivered by JobAccess for jobseekers with disability, employers and service providers over 12 months (July 2018 – June 2019)
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Thank you Contact 1800 464 800Visit www.jobaccess.gov.au