All workshops

Aboriginal cultural appreciation

This workshop provides an overview of Aboriginal history and culture, as well as culturally appropriate communication protocols and strategies to assist participants and organisations to more effectively assist Aboriginal and Torres Strait Islander people in their work.

The course aims to better equip organisations and their staff to provide a culturally responsive, flexible and consistent services to Aboriginal and Torres Strait Islander people.

The workshop is delivered by senior members of the NSW Ombudsman’s Aboriginal Unit. More information about the work of our Aboriginal Unit is available here.

Who should attend

All staff from government and non-government sectors.

Learning outcomes

Participants learn:

  • strategies to engage and communicate effectively with Aboriginal and Torres Strait Islander people

  • about current issues affecting Aboriginal and Torres Strait Islander communities and how these issues are linked to past and present Government practices and policies

  • some helpful information on Aboriginal and Torres Strait Islander identity

  • ways to offer a more effective service to assist Aboriginal and Torres Strait Islander people.

This course also provides an opportunity for participants to hear the personal stories from the presenters to appreciate the diversity of Aboriginal culture. It also provides an opportunity for participants to workshop scenarios specific to their organisation and work.

Participants are provided with a manual that includes a list of useful contacts and resources.

Duration

This is a half day workshop.

Fee

$210 + GST (total cost $231)

This training is available on our calendar of training as well as in-house. Email or contact us for in-house training details, fees and to discuss your training needs.


Administrative law in the public sector

This workshop explores the key administrative law principles and their application when conducting investigations in the public sector. It provides participants with an understanding of the essential components of administrative law and their relevance to public sector investigations.

This workshop is delivered by NSW Ombudsman staff with experience in conducting and oversighting investigations about the conduct of government agencies and their staff.

In the workshop we examine:

  • the essential components of good administrative conduct
  • acting in the public interest
  • conflicts of interest
  • exercising discretionary power
  • procedural fairness
  • reasons for decisions
  • rules of evidence and standards of proof.

Who should attend

This workshop is designed for frontline decision-makers, people involved in administrative investigations, as well as public officials involved in promoting good governance and professional standards.

Learning outcomes

By completing this workshop, participants will have information to:

  • recognise and address the essential components of good administrative conduct
  • better identify what is in the public interest in any particular circumstance
  • identify and manage conflicts of interest
  • balance the obligations to both provide information to affected parties while observing the privacy of others
  • effectively exercise discretionary powers
  • interpret relevant policies and guidelines
  • apply the principles of procedural fairness appropriately
  • provide appropriate reasons for decisions
  • apply rules of evidence and the standards of proof that apply to administrative investigations.

Duration

This is a one day workshop, running 9.30am-3pm.

This training is available on our calendar of training as well as in-house. Email or contact us for in-house training details, fees and to discuss your training needs.

Fee

$297.27 + GST (total cost $327)

This training is available on our calendar of training as well as in-house. Email or contact us for in-house training details, fees and to discuss your training needs.Register for workshop or event

Complaint handling for frontline staff

This workshop provides participants with the necessary skills and strategies to respond to clients and customers confidently, effectively and efficiently. Participants are provided with a model for dealing with complaints, examining different types of complainant behaviour and overcoming personal and organisational barriers to making and resolving complaints.

Who should attend

Staff who have regular, high volume contact with clients and customers, face to face or by phone.

A complaint handling workshop specifically tailored for staff working in the community and disability services sector is also available:

Learning outcomes

By completing this workshop, participants will have information to:

  • understand and identify a complaint
  • improve their complaint handling skills
  • consider complaints from a ‘complainant perspective’
  • raise awareness of the value of complaints
  • examine different strategies for handling complaints
  • become more confident in their ability to handle complaints
  • be able to identify who should respond to a complaint.

Duration

This is a one-day workshop, running 9.30am-4.00pm.

Fee

$351.82 + GST (total $387)

This training is available on our calendar of training as well as in-house. Email or contact us for in-house training details, fees and to discuss your training needs.Register for workshop or event

Disability awareness training

Over 20% of Australians have a disability. This workshop has been developed to empower participants to work effectively and confidently with people with disabilities, and to explore strategies for establishing a disability-friendly workplace. This workshop provides participants with general awareness of disability and focuses on attitudinal and practical issues for people with disabilities.

Who should attend

All staff from government and non-government sectors.

What the workshop covers

Participants will:

  • explore a short history of disability
  • examine definitions and types of disability
  • learn appropriate language and terminology
  • challenge myths and stereotypes
  • gain insight into critical issues for people with disabilities
  • learn appropriate communication strategies
  • gain knowledge of the key legislation in the disability sector
  • learn about key program areas in the disability services sector
  • hear personal experience of disability from the presenter and guest speakers
  • partake in scenarios and exercises which foster empathy and enhanced communication with people with a disability.

Duration

This is a one-day workshop, running 9.30am-3.30pm.

Fee

 $320 + GST (total cost $352)

This training is only available in-house. Email or contact us for details, fees and to discuss your training needs.

Register for workshop or event

 

Frontline skills for complaint handling

This workshop focuses on developing effective skills and appropriate strategies for complaint handling. Participants are given a step by step model for dealing with complaints; they examine different types of complainant behaviour, and also explore how to overcome personal and organisational barriers to making and resolving complaints.

Who should attend

All community services staff, especially frontline staff or those who have regular, high volume contact with clients and customers, face to face or by phone.

Learning outcomes

By completing this workshop, participants will have information to:

  • understand and identify a complaint
  • improve their complaint handling skills
  • consider complaints from a ‘complainant perspective’
  • raise awareness of the value of complaints
  • examine different strategies for handling complaints
  • become more confident in their ability to handle complaints
  • identify who should respond to a complaint
  • understand the roles and functions of the Ombudsman.

Duration

This is a one-day workshop, running 9.30am-3.30pm.

Fee

$252.73 + GST (total cost $278)

This training is available on our calendar of training as well as in-house. Email or contact us for in-house training details, fees and to discuss your training needs.

Register for workshop or event

Frontline skills for complaint handling - community services

This workshop focuses on developing effective skills and appropriate strategies for complaint handling. Participants are given a step by step model for dealing with complaints; they examine different types of complainant behaviour, and also explore how to overcome personal and organisational barriers to making and resolving complaints.

Who should attend

All community services staff, especially frontline staff or those who have regular, high volume contact with clients and customers, face to face or by phone.

Learning outcomes

By completing this workshop, participants will have information to:

  • understand and identify a complaint
  • improve their complaint handling skills
  • consider complaints from a ‘complainant perspective’
  • raise awareness of the value of complaints
  • examine different strategies for handling complaints
  • become more confident in their ability to handle complaints
  • identify who should respond to a complaint
  • understand the roles and functions of the Ombudsman.

Duration

This is a one-day workshop, running 9.30am-4pm.

Fee

$252.73 + GST (total cost $278)

This training is available on our calendar of training as well as in-house. Email or contact us for in-house training details, fees and to discuss your training needs. Register for workshop or event

Handling serious child protection allegations against employees

With over ten years experience in the oversight of reportable conduct allegations, our workshops are designed for those who undertake and review investigations of reportable conduct allegations involving employees.

This workshop provides participants with specialist and practical knowledge that will help them deal with some of the more complex challenges associated with handling serious allegations against employees. This new workshop is delivered by the Deputy Ombudsman and Community and Disability Services Commissioner, Steve Kinmond.

Who should attend

This workshop is designed for investigators, heads of agencies, managers and supervisors who undertake and review investigations of allegations that may involve a criminal element.

Learning outcomes

By completing this workshop, participants will:

  • have a clear understanding of how to identify and deal with the most serious employment-related child protection allegations
  • develop an understanding of the responsibilities of other key agencies including Community Services and the NSW Police Force
  • be given the skills to more effectively promote a sophisticated interagency response to these high-risk allegations
  • be given an outline of some of the legal requirements and strategies for investigating particular types of serious conduct, including grooming
  • be given up-to-date advice about current initiatives to improve systems for handling serious employment-related child protection allegations.

The cost of this one-day workshop is $605 (inc. GST). This includes lunch and a range of resources.

Duration

This is a one-day workshop, running 9.30am-4.30pm.

Fee

$550 + GST (total cost $605)

This training is available on our calendar of training as well as in-house. Email or contact us for in-house training details, fees and to discuss your training needs.

Register for workshop or event

Handling serious incidents in the disability sector

This workshop focuses on how to respond to serious incidents of abuse and neglect that may arise in a disability service setting. It provides practical advice to help you deal with some of the more complex challenges associated with handling serious incidents, including allegations that may involve a criminal element.

This workshop is delivered by senior NSW Ombudsman staff with extensive experience in the conduct and oversight of investigations in the community and disability services sector.

Who should attend

Investigators, heads of agencies, managers and supervisors who undertake and review investigations of incidents in disability services.

Learning outcomes

Participants will be provided with:

  • information about the legislative and policy obligations of disability services and service staff, including the Disability Inclusion Act 2014 and Part 3C: Protecting people with disability, Ombudsman Act 1974
  • a clear understanding of how to identify and respond to abuse, neglect and other serious incidents
  • a clear understanding of the systems and processes that contribute to a ‘client-safe’ environment
  • an overview of the fundamental principles and strategies for conducting an investigation
  • an awareness of the responsibilities of key agencies, including the NSW Police Force, Ageing, Disability and Home Care, Community Services, and the NSW Ombudsman.

The workshop covers

  • Identifying serious incidents – the legislative and policy framework
  • Planning and executing your response to serious incidents – investigative principles and tactical issues.
  • Making findings and taking appropriate management action.

Duration

This is a one-day workshop, running 9.30am-4.30pm.

Fee

$410 + GST (total cost $451)

This training is available on our calendar of training as well as in-house. Email or contact us for in-house training details, fees and to discuss your training needs.Register for workshop or event

Implementing a quality complaint management system

This workshop provides an overview of the essential elements for an effective complaint handling system.

Using the Australian Standard for complaint handling as a reference, participants are given guidance about what good complaint policies and systems should look like. We examine cultural and organisational issues relating to complaints, and provide an opportunity to learn how to use complaints to improve service delivery. Participants are given the chance to apply what they have learned by reviewing their own agency’s complaint handling systems.

Who should attend

This workshop is designed for staff responsible for developing, managing or implementing complaint handling policies and systems, including quality assurance, corporate governance managers.

Complaint management workshops specifically tailored for staff working in the community and disability services sector are also available:

Learning outcomes

By completing this workshop, participants will have information to:

  • understand key elements of policies and procedures for effective complaint handling
  • identify skills participants already use for effective complaint management
  • examine your agency’s complaints culture
  • support staff involved in complaint handling
  • understand the roles of external agencies.

Duration

This is a one-day workshop, running 9.30am-4pm.

Fee

$351.82 + GST (total cost $387)

This training is available on our calendar of training as well as in-house. Email or contact us for in-house training details, fees and to discuss your training needs.Register for workshop or event

Implementing a quality complaint management system - community services

This workshop provides an overview of the essential elements for an effective complaint handling system in the community services sector.

Using the Australian Standard for complaint handling as a reference, participants are given guidance about what good complaint policies and systems should look like. We examine cultural and organisational issues relating to complaints, and provide an opportunity to learn how to use complaints to improve service delivery. Participants are given the chance to apply what they have learned by reviewing their own organisation’s complaint handling systems.

Who should attend

This workshop is designed for:

  • community service managers, coordinators, team leaders, operation managers and board members
  • staff responsible for developing, managing or implementing complaint handling policies and systems including quality assurance managers.

Learning outcomes

By completing this workshop, participants will have information to:

  • understand key elements of policies and procedures for effective complaint handling
  • identify skills participants already use for effective complaint management
  • understand the legislative framework for handling community services complaints
  • examine an organisation’s complaints culture
  • support staff involved in complaint handling
  • understand the roles of external agencies.

Duration

This is a one-day workshop, running 9.30am-4pm.

Fee

$252.73 + GST (total cost $278)

This training is available on our calendar of training as well as in-house. Email or contact us for in-house training details, fees and to discuss your training needs.Register for workshop or event

Implementing a quality complaint management system - disability sector

This workshop focuses on the essential elements of a quality complaints management system tailored for the disability sector. It is based on legislative and industry requirements, quality assurance frameworks and person-centred approaches to service delivery.

It also provides advice about the critical data that should be collected and analysed by providers to help improve responses to complaints and overall service to clients.

This workshop is delivered by Ombudsman staff with extensive experience in handling community and disability service complaints, and reviewing agency systems.

Who should attend

  • Disability service managers, operations managers, quality assurance coordinators, team leaders etc.
  • Staff responsible for developing, managing, or implementing complaint handling policies and systems.

Learning outcomes

By completing this workshop, participants will have information and tools to:

  • identify the barriers to making complaints for people with disabilities, their families and representatives
  • implement strategies for responding to and managing complaints
  • understand the key elements of an effective complaint management system and how it can improve the quality of service provided to clients
  • improve awareness of the legislative framework for handling complaints about disability services, including the obligations of providers under the Disability Inclusion Act 2014 (DIA), the Disability Services Standards and the Community Services (Complaints, Reviews and Monitoring) Act 1993 (CS-CRAMA)
  • better understand the roles of funding, oversight and regulatory bodies
  • develop and implement policies and procedures for managing complaints in line with the Australian Standards for complaint-handling
  • develop a system to capture complaints data that identifies trends and patterns in service issues to help inform planning and improvements to your service
  • support staff involved in frontline complaint-handling.

Duration

This is a one-day workshop, running 9.30am-4pm.

Fee

$252.73 + GST (total cost $278)

This training is available on our calendar of training as well as in-house. Email or contact us for in-house training details, fees and to discuss your training needs.Register for workshop or event

Initial and early response to abuse or neglect in disability services

This workshop focuses on how to respond to serious incidents of abuse and neglect that arise in a disability service setting. It provides critical information and practical advice so that frontline workers have a better understanding of their role in preventing and effectively responding to such incidents.

This workshop is delivered by senior NSW Ombudsman staff with extensive experience in conducting and oversighting investigations relating to the abuse of children and people with disability.

The workshop covers:

  • an understanding of abuse and neglect, its prevalence and how to identify it
  • information about the legislative and policy obligations of disability services and service staff, including the Disability Inclusion Act 2014 and ‘reportable incidents’
  • a clear understanding of the systems and processes that contribute to a ‘client-safe’ environment.

Who should attend
This workshop is designed for frontline workers, managers and other support staff working with people with disability.

Learning outcomes

Participants will be provided with:

  • knowledge of what to do when a client begins to talk about abuse or neglect
  • an awareness of ‘initial response’ requirements including ensuring immediate safety, preserving evidence and reporting to relevant bodies
  • an awareness of the responsibilities of key agencies, including the NSW Police Force, FACS (ADHC), Community Services, NSW Health and the NSW Ombudsman, and
  • knowledge of their role in the ongoing support of clients after abuse or neglect has occurred.

Duration

This is a one-day workshop, running 9:30am-4:30pm

Fee

$351.82 + gst (total cost $387)

This training is available on our calendar of training as well as in-house. Email or contact us for in-house training details, fees and to discuss your training needs. Register for workshop or event.

Investigating misconduct in the public sector

This two-day workshop explores the essential elements for responding to allegations of misconduct in the NSW public sector.

Participants will gain an appreciation of the fundamental principles of conducting a misconduct investigation, as well as practical knowledge to help deal with more complex ‘real life’ challenges.

This workshop is delivered by NSW Ombudsman staff with experience in conducting and oversighting investigations about the conduct of government agencies and their staff.

Participants will have the opportunity to hear about what good investigations look like, discuss common pitfalls and learn from case studies based on significant investigations and court cases.

Who should attend

This workshop is designed for staff who may be involved in the response to allegations of misconduct in the public sector, including:

  • investigators
  • supervisors
  • managers
  • policy development officers
  • governance officers
  • risk managers
  • corruption prevention personnel
  • human resources personnel.

Learning outcomes

By completing this workshop, participants will gain an understanding and knowledge of:

  • the legislative and policy framework for handling misconduct in the NSW public sector
  • the involvement of external agencies
  • the fundamental principles of investigation
  • practical tools for conducting investigations, including skills for:
    • assessing allegations
    • investigation planning
    • managing stakeholders
    • risk management
    • interviewing
    • gathering, storing and weighing up evidence
    • report writing.

Duration

This is a two-day workshop, running 9.30am-4.30pm.

This training is available on our calendar of training as well as in-house. Email or contact us for in-house training details, fees and to discuss your training needs.

Fee

$630 + GST (total cost $693)

This training is available on our calendar of training as well as in-house. Email or contact us for in-house training details, fees and to discuss your training needs.

Register for workshop or event

Managing unreasonable complainant conduct

Unreasonable conduct by complainants can take up an inordinate amount of an agency’s time and resources. Based on strategies developed as part of a joint project by the nine Australasian Parliamentary Ombudsman offices, this one-day workshop provides staff with specific strategies and skills to effectively and confidently manage with unreasonable complainant conduct (UCC).

Who should attend

Staff who come into contact with, or respond to, complainants or customers that display unreasonable conduct. This workshop is also recommended for supervisors and senior management responsible for setting complaint handling policy. In some instances it is recommended that participants first complete our Complaint handling for frontline staff workshop. Please contact our community education and training unit if you are unsure about which workshop will meet your needs.

Learning outcomes

By completing this workshop, participants will:

  • become familiar with the underlying principles for the management of UCC
  • develop a range of strategies for managing UCC
  • apply a range of effective verbal communication skills to help manage UCC.

In the workshop we examine:

  • your examples of UCC
  • managing expectations
  • strategies for managing UCC
  • key messages for complainants/clients/staff
  • ways to support staff in implementing UCC strategies
  • staff health and safety considerations.

Duration

This is a one-day workshop, running 9.30am-4.30pm.

Fee

$351.82 + GST (total cost $387)

This training is available on our calendar of training as well as in-house. Email or contact us for in-house training details, fees and to discuss your training needs.Register for workshop or event

Notifying and reporting allegations of workplace child abuse - free information session

This free information session will provide an overview of the employment-related child protection scheme in NSW and the role of the NSW Ombudsman.

The Ombudsman’s employment-related child protection functions are outlined in Part 3A of the Ombudsman Act. They require the heads of government agencies and some non-government agencies to notify the Ombudsman of any reportable conduct involving their employees. Reportable conduct includes allegations and convictions relating to abuse or misconduct involving children and young people.

Using case studies as examples, the session will provide participants with:

  • an overview of employer obligations under the reportable conduct scheme
  • information about how to recognise reportable conduct
  • a snapshot of the key steps in responding to a child protection allegation, including risk assessment and management, investigation, sharing information under Chapter 16A and making a finding
  • information about the roles and responsibilities of key agencies in child protection such as Police, Family and Community Services (FACS) and the Office of the Children’s Guardian (OCG).
  • guidance in relation to notifying allegations and ongoing liaison with the NSW Ombudsman.

The session will be delivered by senior staff from the NSW Ombudsman’s Employment-Related Child Protection Division.

Who should attend

This session is for frontline staff and newly-appointed managers working in child-related employment.

Duration

This is a half day session, running 9:30am – 12:00pm

Fee

This 2.5 hour information session is free.

Public interest disclosures general awareness information sessions

This overview session provides staff with information of the why, what, how and who of public interest disclosures (PID), explaining the process of making a PID and discussing the specific aspects of an agency’s internal reporting policy.

Duration

This is a one hour workshop.

Fee

This training is free and available in-house for groups of 10 or more (for smaller groups contact us to discuss your options).

 

Public interest disclosures management training

This workshop provides an overview of your agency’s obligations under the Public Interest Disclosures Act 1994. It covers the why, what, how and who of public interest disclosures as well as the responsibilities of the nominated officers and agency executives. The workshop also discusses strategies for managing parties involved in the disclosure.  It also outlines the role of the NSW Ombudsman.

Duration

Up to three hours.

Fee

This training is free and available on our calendar of training as well as in-house for groups of 10 or more (for smaller groups contact us to discuss your options).

 

Responding to child protection allegations against employees

This workshop provides an overview of employer’s obligations under the Ombudsman Act and covers how employers should respond to child protection allegations made against their employees. Participants examine the steps in the investigation process, risk assessment and management.

Who should attend

Heads of agencies, investigators, managers or supervisors, who are responsible for responding to and/or investigating reportable allegations or convictions against employees.

Staff involved in developing child protection policies, training and education.

Learning outcomes

By completing this workshop, participants will have a clear understanding of:

  • roles and responsibilities of key agencies in child protection
  • key principles for responding to an allegation
  • steps in the investigation process
  • risk assessment and risk management strategies
  • good documentation and record keeping practices
  • the development of findings based on available evidence
  • appropriate responses to investigation findings
  • ways to strengthen an agency’s child protection culture.

Duration

This is a one-day workshop, running 9.30am-4.30pm.

Fee

$351.82 + GST (total cost $387)

This training is available on our calendar of training as well as in-house. Email or contact us for in-house training details, fees and to discuss your training needs.

Register for workshop or event

Reviewable deaths issues

Workshops are available on issues in the disability deaths review area that address some of the key care issues we have identified in our work as possibly influencing the health and/or risk of premature death of the residents of accommodation services.

Contact our Community Education and Training Unit for more details.

Revised Australian/New Zealand Standard: Guidelines for complaint management in organisations (AS/NZS ISO 10002:2014)

This NEW half-day workshop covers the key changes in the revised Australian/New Zealand Standard: Guidelines for complaint management in organizations (AS/NZS 10002:2014). Attendance at this workshop will provide you with information to improve your organisation’s complaint management systems and help you become compliant with the significant changes in the revised Standard.

A limited number of these workshops will be offered this year.

This workshop is designed to supplement our one-day training workshop, Effective complaint management, which provides you with guidance about what good complaint policies and systems should look like. At that training, we examine cultural and organisational issues relating to complaints, and provide an opportunity to learn how to use complaints to improve service delivery.

Who should attend

This workshop is designed for staff responsible for developing, managing or implementing complaint handling policies and systems.

Learning outcomes

By completing this workshop, you will have information to:

  • identify what a complaint looks like in the context of your organisation (as distinct from a service request, request for information, etc) and the key skills required by your staff to effectively manage complaints
  • identify the key changes in the revised 2014 Standard (from the earlier 2006 Standard) and the changes you will need to make to your own policy and procedures to comply with the Standard
  • identify how implementing the revised Standard can assist your organisation to improve its complaint management systems or provide assurance that existing systems are best practice.

At this workshop you will receive a copy of the following two new NSW Ombudsman resources, designed to assist you to develop and review your complaint management framework and policy:

  • Model Complaint Handling Framework Guideline
  • Model Complaint Handling Policy

A copy of the revised Australian/New Zealand Standard Guidelines for complaint management in organizations AS/NZS 10002:2014 can also be purchased at the training for an additional fee.

Participants attending this workshop will be asked to bring their current complaint handling policy and procedures.

Duration

This is a half-day workshop, running 9.30am-12.30pm.

Fee

$210 + GST (total $231)

The art of negotiation

This workshop provides a thorough grounding in interest-based negotiation with ample opportunities to practice. Participants are provided with a practical framework for planning and successfully carrying out negotiations.

Who should attend

Staff involved in negotiations, resolving complaints and grievances, or anyone interested in improving their negotiation skills.

Learning outcomes

By completing this workshop, participants will have information to:

  • prepare for a negotiation
  • consider a negotiation from various angles
  • prepare opening statements
  • clarify personal needs and take into account the other party’s needs
  • successfully communicate during negotiations
  • think creatively about relationship building, rapport building, and creative thinking
  • ‘close’ a negotiation successfully
  • effectively manage unexpected issues arising in negotiations.

Duration

This is a one-day workshop, running 9.30am-4.30pm.

Fee

$351.82 +GST (total cost $387)

This training is available on our calendar of training as well as in-house. Email or contact us for in-house training details, fees and to discuss your training needs.Register for workshop or event

The rights stuff - tips for solving problems and making complaints

This workshop is specifically designed for consumers of community services, their families, carers and advocates. This workshop covers practical information and tips to build confidence in raising issues and resolving complaints with service providers.

Who should attend

People who use community services such as disability services, family support, home help, respite, youth services, out-of-home care and accommodation.

Family members, unpaid carers, advocates and guardians are welcome too.

This training is not tailored for service provider staff - see our complaint handling workshops for people working in the community services sector.

What the workshop covers

  • information on the community services system in NSW
  • the rights of people that use community services
  • tips for dealing more effectively with service providers
  • how to raise concerns and complaints and contribute to effective resolution
  • the role of the NSW Ombudsman’s office
  • information and systems advocacy, and
  • where to find support and assistance.

Duration

This workshop runs for 3 hours, but can be tailored according to the needs of your group.

Fee

This workshop is available free of charge for groups of ten or more people.

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