It has been a year full of positive change and challenges for the People & Culture Team. COVID-19 has changed the way we work and for the People and Culture team this has created an opportunity to support the Chorus business with coordination, integrated communication and rapid response. It has been a year of coming together, getting aligned and excited, and reprioritising.
It was April 2020 – a time when it was hard not to talk about anything coronavirus-related. Dan and Louise recorded virtually from their respective lockdown workplaces about the ways Chorus responded to COVID-19.
Before lockdown people would come together at a centre or on an outing but customers and staff weren’t feeling safe with that arrangement.
“One thing that has stood us well is our dabbling with technology,” said Louise. “That’s been one of the things that has kept us in touch with people. If we can’t see people face to face, obviously we have the phone, but we’ve got a couple of groups that have been using iPads and video chats and suddenly that is really key.”
Some people in Chorus – and all over the world – were better at staying connected since coronavirus by checking in with each other more.
Chorus adapted, like meeting the increased need for meals services, calling past a customer’s house on days when they might normally attend a group, saying hi via Skype, taking the library service on the road, working out ways to shop and redeploying staff into different roles.
According to Dan it has been a more holistic way of working.
“We believe that it’s going to be better for people, more authentic, and more effective if we can consider those services in the network of relationships that exist for people,” he said.
“People live in a neighbourhood: there are resources, connections, and supports in that neighbourhood and we just have one small part of it. So, there’s a big piece of work going on within Chorus… about what does this fresh approach actually look like and how might we make that work.”
By providing flexible work practices for Chorus people working from home and remotely we have leveraged technology to optimise engagement and productivity. Video conferencing, 8×8 phone systems, social media, Yammer and regular phone contact and emails have aided in improving communication amongst teams and enabled people to feel connected.
Human Resource automations over the year have improved the candidate and employee experience, as we created new ways to ensure a positive experience by having the right tools and frameworks in place. Job interviews via video conferencing and online onboarding have replaced face-to-face interviews and induction in some situations. Learning and development has become more interactive as we looked to provide more digital options to support remote and flexible working practices.
Regular check ins and 1:1’s have been used in conjunction with annual performance reviews to open up the lines of communication between Leaders and teams in an informal setting, allowing greater transparency and goal setting. People and Culture have coached Leaders to develop capability and supported them to be people-oriented, understanding, empathetic, great listeners, able to tap into the talents and motivations of their teams and create an inclusive and diverse workplace culture.
Support has also been provided in creating a mentally healthy workplace and helping Chorus people manage their mental, emotional and financial wellbeing – by providing Mental Health First Aid training, a team based approach to wellness, regular wellness checks, promoting the Employee Assistance Program at every opportunity, organising wellness packs to be sent to Chorus people, weekly check ins with Leaders around any additional support required for their teams and access to Superannuation and Salary Packaging support.
The Mandurah Mental Health Team adapted to coronavirus by holding a daily video check in.
Checking in visually each day helped the outreach workers stay even more connected than before. During the meeting, as well as sharing any challenges or wins, they also shared a smile.
On 1 August we hosted Pim and Joost from Corporate Rebels who energised us to think about what we could do to make Chorus an even better place to work. Inspired by tales of progressive organisational practices from around the world, each of the 20 “teams” (150 Chorus people) presented their best idea in response to this challenge:
How might we strengthen our culture to make it easier for customers, keep ourselves safe and well, and become more confident in managing money?
In our careers many of us have learned to keep our heads down; do what we’re told; avoid failure and difficult conversations; and that work can’t be fun. The Corporate Rebels showed that we can be empowered if we lose those habits.
Every six months we conduct a culture pulse check survey to understand how staff and volunteers are feeling about Chorus. We had 418 responses to the January 2020 Culture Pulse Survey.
Overall our culture improved – we rated our current culture at 7.24/10, up from the previous survey in June 2019 when it was 6.61/10.
The survey indicated that we wanted:
At Chorus, our top priority is people – customers, staff and volunteers. And this has been at the forefront of our ongoing transformation towards a strong and constructive culture.
“Our name badges [with first names only] were one of the first Chorus things that were produced, before we got our uniforms and buildings and cars, and all those sorts of things that you see around,” said Louise.
Everyone is a person and completely respected and valued for who they are – not for the role that they have.
Culture is about people and committing to a constructive culture is a part of Chorus life.
People across Chorus are given the opportunity to do someone else’s job for a day. It has strengthened relationships across the organisation and enabled people to get a feel for what their colleagues’ day is like.
Louise Forster dedicated a day in Chorus Support Worker Grace Kokeh’s shoes.
“I learnt more than I could have in a conversation, there’s no substitute for ‘doing’,” said Louise. She found the work strenuous and said Grace’s unwavering composure and can-do attitude was incredible.
Chorus Social Support Worker Kath Smith celebrated 20 years at Chorus. Kath started working in 1999 as a High Care Support Worker, before moving to Claire House in Baldivis to work in 24-hour respite care. She now works at Chorus Kennedy House four days a week and enjoys every minute.
“I have worked with Kath over the past five years and have found her to be a very professional and caring person, with a great sense of humour. She is well respected by both staff and customers, it is a credit to her,” says Chorus Community Connection Team Lead Bettina Hunter.
Reaching another milestone at Kennedy House was Kaye Radiach, who has volunteered there for seven years. Kaye starts the day picking up customers, then puts on her chef extraordinaire hat and cooks beautiful meals and desserts for the customers. After lunch, Kaye helps with the day’s activities and later drops customers back home.
“All I can say is what an amazing lady; it’s been a pleasure to have her at the Centre,” added Bettina.
On 30 August we celebrated Chorus Day, our annual get together to recognise and celebrate the great work we do. We caught up with friends and made new ones, too.
Thank you to all the people at activity centres who created the beautiful artwork displayed on the night.
In Albany, the team celebrated Chorus Day by going out to a local restaurant and enjoying a night out with their colleagues.
Every year on 25 April we embrace the spirit of mateship. During coronavirus lockdown in 2020 and no physical Dawn Service, people across Australia found different to ways light up the dawn and remember our service women and men.
The Chorus community stayed connected and kept the Anzac spirit alive. Some of us lit candles in our driveways at dawn and tuned into radio stations for the Ode, The Last Post and a minute’s silence. We created lanterns for the driveway service – Tina from our Customer Contact team recycled empty plastic milk bottles into beautiful lanterns.
For something a bit different, one of our Support Workers Lisa supported customers to cut pictures out of newspapers and stick them on their front windows. Elli from our Ability Arts team created Windows of Poppies. The Ability Arts team created an instruction video to make a poppy wreaths.
Chorus customer Billie was the first female paratrooper and has always marched in the Mandurah Service with her assistance dogs. This year like many people she was in her driveway at dawn on 25 April. Find out more about Billie’s inspiring story here.
Fresh Approach’s Street Teams developed printable resources for people to invite their neighbours to join them in a driveway dawn service or long weekend driveway drinks to pay their respects.
Racheal Sardelich from the Chorus finance team featured in The West Australian about her journey to becoming a marathon runner. Racheal’s next goal was to run the 2020 London Marathon, whilst at the same time raising money for people living with disability.
Chorus staff started Easter with a huge smile when they volunteered to deliver meals over the Easter long weekend to people in need. “Make sure you tell them that the meals are really good, and hope everyone making the food has a happy Easter,” said Ability Arts customer Hayley.
The story and our Easter bunny were also featured on Channel 7.
It was a routine gardening day for ex-fire volunteer Scott. He was mowing a customer’s lawn when he smelled smoke. He ran around the back of the house and went inside to see if the customer was ok.
“He was sleeping in the chair and the ashtray had just about self-combusted because he left a cigarette in there,” said Scott.
Scott put the fire out, turned off the alarm and opened the windows.
For quick-thinking Scott it reinforced the importance of smoke alarms. And to wear hearing aids if you need them.
Our executive team works towards the common goal of connecting people with communities, and our core values – responsive, practical, empowering and respectful – define the way the team works every day.
Pictured: CEO Dan Minchin, Head of Enabling Services Fionnuala Franey, Head of Customer Operations Jamin Hirte, Head of Brand and People Louise Forster and Head of Finance Ryan Chapman.
Dan joined as our inaugural CEO in February 2017. As a community leader and social entrepreneur, Dan is gratified by the opportunity to steward the creation of Chorus, building on the legacies of Volunteer Task Force, Community First International and Care Options.
Previously, Dan was Silver Chain’s Head of Strategy and General Manager, East Coast. Through this role he lead Silver Chain’s expansion beyond WA, to now a national innovator in community healthcare. He has also worked as a strategy advisor and consultant to some of WA’s best-known organisations.
He is a member of the Council of Methodist Ladies College, and has previously been Chairman of Primary Care WA and the WA Music Industry Association.
Dan has been fortunate to complement his practical experience with study at Harvard Business School, Melbourne Business School, the Australian Institute of Company Directors and the University of WA.
“We are doing something special at Chorus. enabling customers to live the life they choose, and showing a real impact on the community at large.”
Louise joined Chorus (then Care Options) in June 2016 as the Executive Manager Business Development. Soon after starting, the Chorus merger was in full flight and she was appointed to the role of Head of Brand and People in May 2017. Her current role oversees People and Culture, Marketing and Communications and Volunteering with the purpose to provide strategic, tactical and collaborative leadership to align our people and culture to our Chorus brand promise.
Louise brings extensive experience as a senior manager within the community services sector. She has worked at many leading organisations and has led projects in innovative areas such as consumer directed care, co-design, experiential learning and contemporary media (including audio, digital and social media and film).
Louise holds Bachelor’s degree in Anthropology from the University of London and an MBA from the University of Western Australia for which she was a BHP Billiton MBA Scholar.
“I want to make a positive impact on the future of our community and in this role at Chorus I can do that.”
Jamin Hirte is an experienced executive with expertise is in customer experience, digital, operations, financial analysis, strategic planning and business intelligence.
His role at Chorus is Head of Customer Operations, with responsibility for the customer service delivery and supporting operations.
Prior to joining Chorus in August, he had spent 14 years at RAC, where he held senior management and executive roles within Sales, Roadside Assistance, Motoring and Digital and Information.
His major achievements at RAC include optimising Roadside Assistance, building a needs based sales culture, and establishing the first start up accelerator in Western Australia. For Roadside Assistance he utilised existing insight to better manage the member expectations, leading to improved net promoter score, 10% reduction in expenses and greater workforce optimisation. Prior to RAC, Jamin worked in Investment Banking and Retail Banking, where his area of speciality was pricing and financial analysis.
He is a graduate of Harvard Business School (Advanced Management Program), University of Western Australia (Executive MBA) and Curtin University (Bachelor of Commerce – Finance).
Fionnuala joined Chorus in February 2018 as Head of Enabling Services, responsible for developing strategies to deliver optimum solutions in technology, assets and procurement and operational excellence.
With a diverse background which spans over 25 years in the health and social care industries, her roles have included health service development and management, not-for-profit leadership and advocacy. Originally from Ireland, she has a clinical background as a Registered General Nurse and has combined this with her strong academic base to carve out a career path in the management of community and health services both in Ireland and Australia. Fionnuala’s background and experience give her a particular focus on driving value for money whilst striving to deliver on improved customer outcomes.
Since coming to Australia, Fionnuala built her not-for-profit experience as Executive Officer for the Motor Neurone Disease Association of WA before joining HBF in 2015 where she spent three years leading HBF’s health programs and services provision. There, she developed a reputation as someone whose calm and empathetic approach led to success in leading organisational change.
Fionnuala is a graduate of University College Dublin (Masters of Development Studies and Diploma in Economic Science) and the National University of Ireland, Galway (BA in English and Economics).
“I strongly believe in the power of community and connections to deliver better health and social outcomes. At Chorus we work to help individuals build stronger connections with their own community, and the potential for positive impact is boundless.”
Ryan’s role as Head of Finance at Chorus has the responsibility for the finance, legal and governance functions.
With over 15 years experience as a strategic finance executive from a broad range of domestic and international roles, his career has spanned a number of industries including aviation, construction and mining. Ryan has over two years of experience in the care sector, where he was most recently Executive General Manager Strategy and Growth for one of Australia’s largest privately owned home care groups.
In addition to his core finance disciplines Ryan has also had extensive involvement in product and service development, brand and marketing, sales, mergers and acquisition and information technology.
Ryan is a graduate of CPA Australia and Edith Cowan University (Bachelor of Commerce – Accounting and Finance).
Chorus is governed by a Board whose role is to set the strategic direction of the organisation. They monitor performance against our strategic plan and government contracts and are responsible for organisational governance.
Moira is an experienced company Chair and Director on a range of Boards with a background as a senior leader in ASX listed companies and as an executive director in government.
Moira is an academic in the School of Business at Murdoch University. Formerly she was the Managing Director of Chutzpa, a company concentrated on constructing corporate capability through a focus on determining factors for purpose, practice and performance.
Moira is a graduate and Fellow of the Australian Institute of Company Directors, a Fellow of the Governance Institute of Australia, a Fellow of the Australian Institute of Management, and holds a PhD in business management. Moira is also, Chair of Parkinson’s Australia, and a Councillor with HBF.
Ray is the Principal of From Left Field management consultancy, supporting the Aged Care and Social Enterprise sectors. Formerly, he was the Chief Executive Officer of Amana Living and prior to that CEO of the City of Fremantle. Ray was the winner of the WA Excellence Award for Aged and Community Services in 2017.
Ray is currently the Chairman of Curtin Heritage Living and Tiller Rides Pty Ltd, and Deputy Chair of Ocean Gardens Inc. Formerly he was a Director and Deputy President of Aged & Community Services Australia, Chairman of Aged & Community Services WA, President of the Fremantle Chamber of Commerce, Chairman of Therapy Focus Inc. and Chairman of the West Australian Maritime Museum Advisory Board.
Craig is a finance executive with more than 20 years of experience gained from a broad range of roles in both Australia and UK leading finance teams through strategic change, international expansion and corporate re-structuring. He is experienced in financial services, media, retail and production sectors. Roles have included extensive involvement with sales, brand and marketing, product development, operations and IT in addition to core finance disciplines.
A Fellow of The Association of Chartered Certified Accountants since 2007, Craig is currently CFO Technology and Transformation for Bankwest.
Ian is an IT leader with 20 years of diverse strategic and hands-on experience in the technology, finance and health insurance industries both in the UK and Australia. He has demonstrated strengths in setting strategy, leading cohesive teams and in the delivery of value. Ian has led large teams and been accountable for managing large budgets. With superior analytical skills he delivers organisational benefits, using both operating model and IT solutions to provide business outcomes.
Ian is currently Regional IT Manager for Tronox.
Tony has significant international commercial experience having held senior operational and finance roles with Tate & Lyle PLC, a UK multinational corporation as well as being a director of the Tate & Lyle Group subsidiaries and related companies.
Tony has 20 years’ experience as a Director. He currently holds non-executive directorships at The Geraldton Fishermen’s Co-Operative Ltd, PKKP Aboriginal Corporation, Hay Australia Ltd, AAA Eggs Pty Ltd and Collaborative Research Centre for Honey Bee Products.
Barbara has over 25 years’ experience in the strategic planning, development and implementation of community development programs and place activation initiatives, direct service provision, and community infrastructure planning and provision at a local government level. She currently holds the position of Director, City Engagement at the City of Kwinana.
Stuart has held executive positions in the public, private and not for profit sectors. From 1998 to 2013 he was Chief Executive Officer of Southern Cross Care (Western Australia) Inc., a leading aged care organisation providing residential care, home and community care and a range of seniors’ accommodation. In that role he oversaw the construction and redevelopment of aged care facilities, retirement villages, day centres and affordable housing projects.
Previously he had held CEO positions in the not for profit sector and was a senior executive in the public sector having been a regional director of health in 2 Australian states.
He also worked for 10 years as a tenured academic at UK and Australian universities. Stuart has held a number of board and committee positions in the human services and is currently a member of the Western Australian Mental Health Tribunal.
Stuart was the inaugural Head of the WA Council of Official Visitors and received the Prime Minister’s Centenary Medal for outstanding service to providers and clients in the mental health sector.
