Karakia
Windows vs Mirros
In common / different
Last time we looked through
Look at ourselves
Last time we were here
Through window
Wero Laid down - SD Leaders FY23
Graham FY23Good CM Back to basicsWhat does good case management look like
Wero laid down by our SD Leaders - Graham FY23 A3 - do the basics well
Introduced you to Dev Maps
How to Focus on practice
What it means for Frontline staff
Today trade window for a Mirror
Hold up to ourselves
What does this mean for me as a Leader
My part
Small sized groups
Hear your korero & questions
Get down to the practicalities
And any concerns/what's getting in your way
Roadmap for todayParking lotHousekeepingToday will be guided but organicToday IS and NOTA journey of discoveryA chance to learn from eachotherNot training, or teachingSome aspects of guided facilitationOrganic - where we go depends on youKeys to success/How we rollManaaki - we look after the dignity of othersAnd anything to add . . . .------Everyone in the room is a leanerUphold each others mana (Respect each others views, don't have to agree, diversity of thinking and experience)All emotions are welcomeListen generouslySilence is respectedFree and frankBe all inYour commitmentWhat am I bringingWhat am I leaving at the doorWhat's your role today?
Didn't want to present to you
or talk at you
Not a presentation
It's really an open and honest korero
Have a few things that we want to check in around
Then it's where you decide to take it
But we'll go where it needs to go
Can be uncomfortable looking at own reflection
Keys for success
Free & FrankListen generouslyLook after each other's manaSilence is respectedAll emotions are welcomeBe "all in"What happens on the mile, stays on
make it safe to share thinking
My role today - create & hold the space
"We don’t learn from experience … we learn from reflecting on experience."My role is to help the group share experience, and learn from reflecting on that experience.My role is to facilitate dialogue help you share your thinking. To help you bring 'you' to the korero. I may make some observations. I may ask some questions of the group. I may even be a little bit provocative.Ever so often I might stop and share and observation What am I noticing? What are you noticing?e.g. what's going on for you at this point? What are you sensing? What are you noticing in the group
We don't learn from experience . . .
may even be a little bit provocative^
Get underneath some of our current beliefs or assumptions
Share it with the group for understanding
Kei te pai?^
Deepen understanding of Maps
Get you thinking about how you might incorporate them into your practice
Explore what is your part in this?
Agree this with Kiriwai:Purpose of session 4 Months into the financial yearWhat have we done to strengthen our practicechance to clarify expectationsRole model importanceHear ideas/challengesWero laid down by our SD Leaders - Graham FY23 A3 - do the basics wellBuild confidence to get in the mahi with our peopleInvited Aaron & Rangi back to deepen our understanding of the Development maps Focus on 'us' as leaders - what is our part in this?Who is responsible for capability of our people?review the job descriptions (RD)/Success ProfileMy expectation for todayTMC/MCThe village (You are, learner-led, other support)Primary, secondary, tertiaryYou have the primary relationship (e.g. parents vs. school teacher, coaches, scout master, tutor, priest)**You cannot outsource this responsibilityCDs cannot replace youCDs don't have mana to really confront you with hard honest conversations (at age 87 my mum is still telling me the home truths because she can) - the uncle or cousin can only do so much.Golden Triangle
Lot's of big why's
So how are we doing do you think?
Want, safe, strong, independent
How would you characterize our practice?
From your perspective?
What's been your experience?
Would you recommend our service to your best friend?
Debrief
What was important to them?
Did they get the help they needed?
Was this the kind of experience you would want your mother to have?
Problem: So if we're all big on helping whanau, how come we're getting it so wrong?
From client perspective?
NPS score (-23)
We need to work on the experience.
Hear some "live calls"
What would they say our practice is?
What kind of client experience is your site creating?
Continuum
Great vs. poor
How do you know?
How many client interactions do you listen to on a daily basis?
How many 1:1 interviews do you hold with your staff on a regular basis?
What is YOUR practice as a leader?
You must spend time "in the mahi"
That's the only way you can know
If you wanted to improve the service being provided by your staff where would you begin?
How do you know what good looks like?
When you are in the mahi, seeing first hand where your staff are at? What can you do or say?
What is your benchmark/standard
10ft tall Bball standard
What do you use as your guide?
What skills and competencies are you looking for?
We have developed something that defines this - can help you
Dev Maps
Whakapapa to the maps - 2018
Understanding our mahi from whānau perspective
Outside / in
What's MSD purpose?
What's our clients purpose?
Told us what matters to whanau
Shows - how we have typically thought about our mahi
Product or Process / People
Clients come client shaped
Chance to hear in their words
how they wanted to experience us
HOW WE HEAR
7% WORDS
38% TONE, VOICE
55% NON-VERBAL
INDIAN TALKING STICK
WHAT MATTERS TO THEM?
What steps in our process added true value to whānau interactions
3 things
CVS Helps us work to client purpose
Keep them at the centre
Reminder working with human beings
In a way that works for them, not us
Short & Sharp
8 Areas to our craft
+ 4 Self reflection areas
Give us a starting point
A way to explore the skill areas I need to be good at my craft
How we want our staff working with whanau?
What does good service look like?
Learning Pathways
Don't wait
What is it NOT?
Don't make it a thing
Don't focus too much on Label
Experience before the label
e.g. Role play
Prince
Too much too fast won't last
It's not a bat
It's a gift
Use it to do good, not harm
Refer back to 'Live calls"
How can these help us improve practice
Karakia
PARABLE OF THE PEARL AND THE BOX
Bring it back to client
WHAT IS THE PEARL?
WHAT IS THE BOX?
ROBBIE'S STORY
The impact of our mahi on clients
Safe, strong he is becoming independent
New Job Ops Manager
Be betting more than us
Staff at the cross roads in peoples lives
Opportunity to lift mana
Help whanau get on or stay on their feet
As a leader you are in a privilged position
Where much is given
To influence
To role model
Create a different culture & way of working
They are why we exist
This is the pearl
Get in the mahi
No more than 1 per day
Creating a new habit
Slides
Set a goal
Set it up
Make it safe
Set a date to share/unpack learnings
What can you do to influence/create a learning organisation?
How are you current staff relationships?
Would they trust you?
What's getting in your way?
Too busy
Too many things
Te Ara Piki
Performance coaching
Development maps
It's all coaching
How can you overcome those barriers?
What help do you need?
What changes do you need to make in your leadership practice ?
How do we know what they're kids are up to?
What are they really up to?
Go and see for yourself
Listen to another call
Lean in and listen
Take notes (Verbatim recommended)
What was important to the client?
Did we help them the way the need to be helped?
This time: What opportunities did you notice for the learner?
Refer Maps
Decision making
Empathy
Cultural awareness
Debrief
Refer to your notes
What was important to the client
Did we help them in the way they needed?
What opportunities did you notice for the learner?
What's a good question you could ask to get the learner reflecting on how they went?
What else could you ask
Approach
How might you set up an observations for success?
How would you go about preparing the learner before the call?
How far would you sit?
Do you need to hear the client?
Of course
Concerns
Do I have to be a knowledge expert?
How might I get in my own way?
What challenges could I encounter when leaning in?
Improving our practice: Coming from a place of knowing (30)
What's the best way to know what's really going on?
How do I go about this?
What is my part as a Leader?
How do your leaders see this fitting into your Role?
SD Leadeship
Graham Basics/Practice
MSD
Job Description says
Role, Responsbility
Success Profile
RD
Expectation already
How do you see this fitting with your role?
What separates a leader from a manager?
Leading through others
Why do I need to be in the mahi?
CDs job
What is your current practice?
Kia ora koutou, We are looking forward to spending time with you at our workshops planned over May 17-18. The purpose of this hui is to revisit the development maps which we introduced to you in 2022 which is a blueprint and tool to help us strengthen our practice when it comes to working with whānau, as well as the Learning Pathways which is something new that will enable the Development Maps. For some of you this might be your first time hearing about the development maps for others you may still have questions about what the maps mean for you as a leader and how you can build it into your own practice when working with your people. Either way, this forum will give you a chance to ask questions and deepen your understanding of the maps and the pathways. Please familiarise yourself with the following prior to the workshop and PRINT your own copy of the Maps to bring to the session:Development Maps (See attached) Learning Pathways (Click on link….) Learning Pathways – Service Delivery – Confluence There is also one question we would like you to reflect on and come prepared to discuss at the workshop: “who is responsible for developing the capability of our frontline staff?” Thanks in advance for prioritising this session. We are looking forward to our time together. Mauri ora! Aaron, Dianna, Theresa (Learning & Continuous Improvement)
aFirst we must take ownership and responsibility for the experience
Who is responsible?
Who is responsible for creating the right experience?
Pre work question: who is responsible for developing the capability of our frontline staff?”
But is it just a capability question?
Development Cycle
Discuss/Reflect
Debrief
Key point; We are all responsible, but you have the primary responsibility
**Print copies of MSCD/MSCO job descriptions
MCSO
· Provide staff with clear leadership and direction which supports MSD’s strategic direction and Service Delivery and Regions’ business plan.· Think, plan, and act to engage the Service Centre team in MSD’s purpose and position the team to meet demand for services and achieving sustainable outcomes for clients.· Connect with managers and staff to build trust and confidence in the organisation and be a leader that people want to work for.· Establish clear accountabilities and expectations of behaviour and performance within the team.· Develop and implement capability skills assessments and analyse gaps within the team and create opportunities to increase the value the team can add to MSD outcomes, through innovative local initiatives.· Coach and develop the team to build the people capability to support innovation, and deliver high quality service and sustainable outcomes for clients and communities and to support their Te ara piki goals.· Lead all people management activities for your team including recruitment, induction, and management of performance issues. · · Your inclusive leadership style will promote diversity and inclusion, using diverse perspectives to enhance decision making and lead a people centred culture.· Model and lead by example the MSD values and our people centric culture. Your team will incorporate the values in their everyday ways of working, understanding that how they do things and how they behave is just as important as what they deliver. How are you doing all of this?