At Annecto, we work to continuously improve our support services. We know that to deliver purpose-driven, quality services, staff need to be supported, connected and confident. By listening to and investing in our staff needs, we enhance both their experience and the customer experience.
Annecto’s People and Culture (P&C) team has been implementing strategies to improve learning and development, providing more personalised and effective support to staff in their roles.
Earlier this year, we launched a new system to simplify access to training modules. Annecto’s Learning Pathway Suite (ALPS) offers a user-friendly interface and, most importantly, mobile accessibility. This is a significant improvement, especially for remote workers. Average training hours increased from 623 per month on the old learning system, to 1,544 after ALPS was implemented.
The quantity of training also increased, with a focus on providing more online and in-house options that are customised to Annecto’s specific needs.
Micaela Nally, Annecto’s Organisational Development Consultant was involved in the development and rollout of ALPS. “We worked with other departments and subject matter experts to make content more engaging, rather than relying on the traditional providers we’ve always used,” she explained.
An example of how these changes lead to tangible results is the review of a 3-hour training module with low-uptake, which was replaced with a 45-minute version covering the same content. This adjustment resulted in a threefold increase of completion.
Macy O’Callaghan, Receptionist Administrative Assistant from Western and Grampians has experienced the impact of ALPS firsthand.
“With the implementation of ALPS, each task now has a dedicated training module. For instance, I was unsure how to submit a customer complaint. I informed management of this and was directed to a training module on ALPS, which provided information and videos to guide me through the process,” Macy shared. The P&C team has also been driving changes to build upon culture, capability and development.
Relevant, appropriate training and an aligned culture means we can better deliver on our purpose of connecting individuals and communities to realise an inclusive society.
The Annecto Catalyst Influencer Network (ACIN) was developed in 2022 to support staff’s personal and professional development. ACIN brings staff together from across the organisation to learn about different communication styles, problem-solving and effective collaboration. The ACIN program is strongly guided by Annecto’s purpose and helps to embed our principles into everyday practices. By working effectively together, we can better achieve common and individual goals.
We know that these changes are having a real impact on our staff. 87% of staff surveyed this year agreed that they had the skills and resources to undertake their work in a safe manner. 89% agree that they know how their work contributes to the goals of Annecto. Looking at the bigger picture, these changes are also bringing confidence to customers: 89% of customers surveyed this year agree that their support workers do good job.
Although these initiatives are led by the P&C team, success relies on collaboration across all departments. Line managers play a key role in developing staff and keeping them engaged.
People and Culture Manager, Girish Keswani, says, “Managers are encouraging staff to take on higher duties, join projects, and try new things.”
The success of these initiatives shows how important teamwork is for long-term growth.
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