CI Connect

National Delivery Managers: Continuous Improvement Review

7 April 2021

Decision-making Controls for NDIS Participant Plans

October 2020

The ANAO made two recommendations (Paragraph 3.84) aimed at establishing mechanisms to:

• Track and analyse issues arising from review mechanisms (Assurance and Deep Dive activities) to inform continuous improvement in reasonable and necessary decision-making;
• Improve performance metrics and reporting for reasonable and necessary decisions.

Solution: Placing data-driven insights for learning into practice

CI Connect Timeline

CI Connect Process

Measure Training Success

Measure performance results

Be

Audit Program Deep Dive Findings delivered via reporting

Targeted CI Feedback Mechanisms

Deliver training to front end staff via the 4 week Training Plan Embed new learning

CI RECOMMENDATIONS

pm&Q

Consumable Data Sources

Backlog Categorisation and Prioritisation

Feedback Endorsement & Maintanance Ongoing

Creation of Learning Library topics

CI Connect In Practice

dis

Cl Connect program

• Week 1: Team Facilitation and Engagement
• Week 2: Coaching
• Week 3: Peer to Peer Shadowing
• Week 4: Coaching community of practice

→

Ongoing Benefit and Evaluation

• Data review and insights determine priority learning areas
• Quarterly scheduling
• Outcomes become measurable within two to three months of deployment

CI Connect Pilot Contributors

Three NSW teams of staff working at APS 4, APS 5, and APS 6 levels

• NDIA APS4 Planner:
• NDIA APS5 Planner:
• NDIA APS6 Planner Supervisor:
• EL 1 Service Delivery:*

CI Connect Pilot Feedback

FDI 2022-1299

“Training package was very good

“Great to have a team learning opportunity

“Instructions be separate from the LEAP Cl Module

• 70% found that the coaching was very useful to extremely useful

• Great to discuss severity tool examples

• 30% want more opportunity to practice coaching in the workplace

“Respondents wanted a dedicated intranet page to access resources

| Peer to Peer Feedback | |—|—|

• Great to learn from my team members

• Open discussions and share knowledge with peers

• Beneficial to see all the different assessment tools broken down into their definitions and which relates to which disability

“Dedicated intranet page to access resources

“Instructions for peer-to-peer shadowing be separate from the LEAP Cl Module

| Feedback 2 Mar | |—|—|

• All survey respondents found the learning material relevant to their role and provided good information on the topic

• 83% of staff found the learning material easy to navigate

• 66% found the content very good

Overall Feedback

• Really like this program and it is a great idea. I will incorporate coaching into my work practices.

• It was reassuring that we can be on the same page with other planners.

• It is excellent that this is different from other training. Instead of listening to someone talk at you, it was good to be involved in our learning.

• Cl Connect has a great long-term outlook.

• Very well presented and easy to navigate.

• Video was clear and well received.

• 81% indicated that this session encouraged them to approach this topic differently and provide an opportunity to think about improvements.

• 81% indicated that this learning encouraged greater engagement at the team and individual level.

** Week 4: Community of practice - not piloted due to size of pilot

Next Steps

• Cascade briefing with your teams
• Nominate CI Connect Champions
• Additional Q&A / tutorial for leaders available
• Continuous Improvement Connect intranet page
• Nominate for Leading a Coaching Culture
• Share resources

Questions

DOCUMENT 18

Transcript: CI Connect

Watch the CI Connect presentation via YouTube with closed captioning

Voiceover: Performance, Learning and Change are proud to introduce a new program called Continuous Improvement Connect, or CI Connect for short. The CI Connect program has been designed to deliver a national approach to structured learning and coaching in teams, with content informed by Agency data driven insights.

The Performance Management and Quality Branch have created a data framework utilising a prioritisation matrix to inform CI Connect content and future learning product development.

The CI Connect Program spans four weeks with a deliberate focus on improving individual, team, organisational and leadership performance.

Each CI Connect topic will be identified through data driven insights and endorsed by the Participant Experience Delivery Executive Leadership Team. It is then delivered to Learning Strategy and Design to inform CI Connect content development. Content is created and reviewed by subject matter experts within the Performance Management and Quality Branch and the National Quality and Consistency Forum, with recommendations and content alignment to core objectives before gaining final endorsement from Service Practice and Guidance and other business areas as required.

There will be two national topics selected each quarter based on ELT recommendations and one state based topic.

Content will incorporate technical skills as well as working to build interpersonal skills using solution based learning principles.

The four week training program will include a targeted team-based engagement session in week one, individual coaching conversations in week two, peer to peer shadowing opportunities for teams in week three and participation in a community of practice in week four.

A state-based community of practice will be held each month and a national CI Connect forum will occur quarterly to align with the program roll out.

In order to support teams with the CI Connect Program, CI Connect Champions will be appointed in each state and territory.

CI Connect Champions will be the first point of call for teams with questions or team leaders seeking clarification. We will also be providing support with our workplace trainers and coaches.

CI Connect topic resources will include a team leader module, a team member module and in addition, all team leaders will receive the team leader coaching module. Modules contain all the relevant topic-specific learning materials to support the team leader to facilitate the team engagement session in week one in each four week cycle. In addition, the coaching toolkit will

Page 114 of 190

CI Connect

provide additional support for continued team engagement in weeks two, three and four of the program.

CI Connect will provide team leaders the opportunity to build leadership skills with key facilitation responsibilities, time to invest in building team capability, to further embed coaching culture key learnings, and assist in organisational uplift.

Specifically, CI Connect will:

• build workforce capability and lift organisational performance
• help us to meet our participant engagement principles and service delivery standards
• prioritise and amplify solution focussed and evidence-based decision making across the Agency
• ensure team members are benefiting from structured coaching conversations, and
• finally, extend leadership skills for team leaders in a recordable framework.

A dedicated CI Connect intranet page will host all CI Connect resources and also provide ongoing coaching support in line with the Leading a Coaching Culture principles.

CI Connect showcases collaborative efforts across the Performance Management and Quality Branch by demonstrating how quality data insights can drive workplace action and change.

In fact, CI Connect is a great example of data and action working together to drive performance improvement.

Page 115 of 190

FYI – NFA at this time.

Kind regards

Assistant Director – Remote Planning Team National Delivery Queensland National Disability Insurance Agency

The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders both past, present and emerging.

From: s22(1)(a)(ii) - irrelevant material Sent: Thursday, 8 April 2021 12:12 PM

Subject: RE: For Information: CI Connect Program invitations via LEAP [SEC=OFFICIAL]

Hi team

I just came out of the QLD SDP & Enabling Team Alignment Meeting and was told the CI Connect Program training will be on hold for QN until May 2021. Watch this space! 

Kind regards

Assistant Director

Cairns & Townsville National Delivery National Disability Insurance Agency

s22(1)(a)(ii) - irrelevant material

The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders past, present and emerging.

From: redacted s22(1)(a)(ii)Sent: Thursday, 8 April 2021 9:12 AM - irrelevant material

Subject: FW: For Information: CI Connect Program invitations via LEAP [SEC=OFFICIAL]

Please read update from redacted Re: CI Connect Training Program

Kind regards

Assistant Director Cairns & Townsville National Delivery National Disability Insurance Agency s22(1)(a)(ii) - irrelevant material

                               Page 117 of 190

FOI 21/22-1299

The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders past, present and emerging.

From: s22(1)(a)(ii) - irrelevant material Sent: Thursday, 8 April 2021 9:04 AM s22(1)(a)(ii) - irrelevant material Subject: For Information: CI Connect Program invitations via LEAP [SEC=OFFICIAL]

Hi s22(1)(a)(ii) - irrelevant m

Thanks for your email. CI Connect is a program that PM&Q Branch has been working on and was proposed to Launch on April 6th. The program focuses on building our teams capability through selected topics over a 4 week period and looks to use the time allocated to the hour of power.

We are aware that some team members have started to received LEAP notifications around this program. s22(1)(a)( was meeting with the State Mangers this week to discuss the program and s22(1)(a)(ii) - irrelevant material (CI Connect Champ for QLD) and I are hoping to meet with s22(1)(a)( soon to determine QLDs approach and a provide clarity and more comms around this.

Can I ask that you please hold tight while we determine the best approach for QLD.

Directors- FYI

Thanks again s22(1)(a)(ii) - irrelevant,

s22(1)(a)(ii)

s22(1)(a)(ii) - irrelevant material

Project Manager National Delivery QLD National Disability Insurance Agency s22(1)(a)(ii) - irrelevant material

Please note- I work Monday, Tuesday, Wednesday & Thursday

The NDIA acknowledges the traditional owners of country throughout Australia, and their continuing connection to land, sea and community. We pay our respects to them and their cultures, and to elders both past and present.

From: s22(1)(a)(ii) - irrelevant material Sent: Thursday, 8 April 2021 8:17 AM s22(1)(a)(ii) - irrelevant material

                                                        3
                               Page 118 of 190

FW: Training Modules in LEAP CI Connect [SEC=OFFICIAL]

s22(1)(a)(ii) - irrelevant material

Hello redacted,

Do you have any information for redacted regarding the CI Connect?

Regards,

s22(1)(a)(ii) - irrelevant material

Executive Assistant to Des Lee Queensland State Manager – National Delivery National Disability Insurance Agency

s22(1)(a)(ii) - irrelevant material

Visit www.ndis.gov.au to find out how to get NDIS Ready

The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders both past, present and emerging.

From: s22(1)(a)(ii) - irrelevant material Sent: Wednesday, 7 April 2021 4:16 PM To: s22(1)(a)(ii) - irrelevant material Subject: FW: Training Modules in LEAP CI Connect [SEC=OFFICIAL]

Hi redacted

Would you have any answers to my questions below? No one has responded to me. 

Kind regards

s22(1)(a)(ii) - irrelevant material

Assistant Director Cairns & Townsville National Delivery National Disability Insurance Agency

4 Page 119 of 190

Training Modules in LEAP Cl Connect [SEC=OFFICIAL]

The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders past, present and emerging.

From: Sent: Tuesday, 6 April 2021 9:44 AM

To: Cc:

Subject: Training Modules in LEAP Cl Connect [SEC=OFFICIAL]

Good morning all Hope everyone had a lovely Easter Break. ©

I just have a few questions; can someone provide me with the following information:

Staff are receiving the below training modules in LEAP.

Do we have any information about when this training is going to commence?

Are staff to complete Cl Connect: Team Leader Coaching Tool Kit on their own in Hour of Power? Are Team Leaders to facilitate Cl Connect Reasonable and Necessary Written Justifications?

Learning

My Learning = Course Catabogue avet Bequests CI Connect Reasonatte and Necessary Wreter jus.

@ Cl Connect Reasonable and Necessary Written —urations 4 hours justifications - Team Leaders

Course Description: A module to review the Cl Connect, Reasonable and Necessary Criteria and writing appropriate justifications for plans.

Course Duration: 4 hours over 4 weeks

Target Audience: Planners, and team members

Course contact: redacted: s22(1)(a)(ii) - irrelevant material

Learning Objectives:

• Demonstrate familiarity with the Section 34.1 criteria
• Discuss issues with writing justifications and solve problems
• Explore ways of writing Reasonable and Necessary Justifications

Learning

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Many thanks

Kind regards

Assistant Director

Cairns & Townsville

National Delivery

National Disability Insurance Agency

The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders past, present and emerging.

6 Page 121 of 190