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Catholic Care Tasmania – Community services

Nonprofit trains staff in healthy self-management techniques

Equipped the frontline team with self-care improvement practices and how to handle aggressive and difficult people more effectively.

Services: Customer communications & Leadership

About Catholic Care Tasmania

Catholic Care Tasmania is an organisation dedicated to delivering various support programs catering to individuals, families, and communities. With a focus on offering counseling, early learning, youth and children services, housing, employee assistance, and emergency crisis assistance, Catholic Care Tasmania operates in a challenging environment where the need for effective client management is paramount.

The challenge

This health and community care organisation noticed a trend affecting so many today. An increasing presence of aggressive and difficult individuals within their client base. Unsurprisingly, these experiences were negatively impacting staff ability to deliver services without incidents. In turn, this affected staff wellbeing and capacity to provide quality care. 

 

To ensure psychological safety of their staff, Catholic Care Tasmania were committed to action. Specifically, they wanted tailored training to address:

 

  • Maintaining staff wellbeing.
  • Effectively managing complex client needs.

What did CCS do

To address the nonprofit’s dual challenges, our training sessions centred on enhancing self-management skills and equipping the team with effective communication tools. Additionally, participants were educated on early warning signs to preempt escalations. We also provided them with techniques for better self-care.

 

Throughout the training, our facilitator’s worked to maintain engagement, provide relevant scenarios and examples, and reinforce correct client management strategies. Such positive and practical applications underscored the impact of training on both staff confidence and client interactions. 

The results

✔︎ Increased effectiveness, as self-reported by participants. 

✔︎ High relevance and reinforcement rate.

Success Stories

Providing dynamic learning experiences

Janette Collier

Acting Director, Australian Institute for Primary Care & Ageing
“Our partnership with CCS has been very successful and course participants have contacted me to say how much they enjoyed the training with CCS and how useful they found it. Many have incorporated the skills and strategies into their working and personal life. Their only complaint was that they wanted a longer session!“

Michelle Eddy

Director of Finance, Canadian Armed Forces
“David Patmore led us on our MARATE experience today and was a very engaging instructor. He made me feel confident and equipped to converse with difficult people/situations. This course will be relevant in all aspects of my life: work, family, friends and absolute strangers that I may encounter."

Kiery Pascoe

Organisational Learning Specialist, Southern Cross Community Healthcare
“It was great to have a session where the facilitator was able to adapt to our industry and provide scenario’s that fitted in with our organisation. Loved how interactive it was and real practical skills that can be used immediately. "






Southern Cross Community Healthcare

Naomi Cooper

Acting Health Services Manager - Digital Health, Royal Flying Doctor Service
“The structure and content was really well thought out and was spot on for the needs of the group. I’ve attended a few workshops on the same topic and this was by far the most practical and useful.“