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?”

The power of feedback: how JobAccess is using Net Promoter Score to drive service delivery improvement 2

Discussion Paper

Driving customer experience for Australians with disability and their

employers

Dr Dorothy FrostMedHealth


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


A perfect pitch solution for Daniel

Picture: man sitting at desk and wearing a headset


Workplace adjustments and modifications

Advice service

National panel of assessors

Employment Assistance FundPicture: man working in a laboratory


Calculating the Net Promoter Score

Source: MedHealth Group 2019, Discussion Paper: Driving customer experience for Australians with disability and their employers


Understanding your customers

Source: Question Pro (https://www.questionpro.com/blog/questionpro-net-promoter-score-best-practices)


What is a “good” score?

Source: MedHealth Group 2019, Discussion Paper: Driving customer experience for Australians with disability and their employers


“Thinking about your recent experiences with JobAccess, how likely would you be to recommend them?”


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


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


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


Constructive feedback = opportunity to connect


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


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


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


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


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


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


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)


Thank you Contact 1800 464 800Visit www.jobaccess.gov.au

The power of feedback: how JobAccess is using Net Promoter...

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