DOCUMENT 7

From: s22(1)(a)(ii) - irrelevant material Sent: Tuesday, 5 April 2022 11:49 AM To: s22(1)(a)(ii) - irrelevant material Subject: FW: for advice pls : HoP is now CI Connect - updated pack attached [SEC=OFFICIAL]

From: s22(1)(a)(ii) - irrelevant material Sent: Wednesday, 7 April 2021 7:51 AM To: s22(1)(a)(ii) - irrelevant material Subject: FW: for advice pls : HoP is now CI Connect - updated pack attached [SEC=OFFICIAL]

fyi

From: s22(1)(a)(ii) - irrelevant material Sent: Monday, 11 January 2021 4:53 PM To: s22(1)(a)(ii) - irrelevant material Subject: FW: for advice pls : HoP is now CI Connect - updated pack attached [SEC=OFFICIAL]

From: s22(1)(a)(ii) - irrelevant material Sent: Monday, 11 January 2021 11:20 AM To: s22(1)(a)(ii) - irrelevant material > Cc: s22(1)(a)(ii) - irrelevant material Subject: RE: for advice pls : HoP is now CI Connect - updated pack attached [SEC=OFFICIAL]

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

Thanks for your email.

The comment was in relation to the L & D plan on page 2. If ND have flexibility to choose a local topic per quarter (2 national topics and one local) how will these materials be developed, will they be state by state based on topic and then created and uploaded to LEAP for staff in that particular state to enrol and access? Or is this process only for the 2 national topics and a different model required for the local topic?

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Learning and Development Plan

FOI: 21/22-1299

The Performance, Learning, and Change Unit will schedule a monthly ‘CI Connect’ topic via LEAP. All team members must enrol to access the learning activities. It is important to note that the 4 week learning plan is separate or addition to existing meetings, the materials are to be incorporated into current meeting schedules.

Regards,

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

Service Delivery Director National Delivery Division National Disability Insurance Agency

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

From: redacted: s22(1)(a)(ii) - irrelevant material > Sent: Friday, 8 January 2021 4:11 PM To: redacted: s22(1)(a)(ii) - irrelevant material > Cc: redacted: s22(1)(a)(ii) - irrelevant material Subject: RE: for advice pls : HoP is now CI Connect - updated pack attached [SEC=OFFICIAL]

Hi `redacted: s22(1)(a)(ii) - irrelevant m, I wanted to clarify how you would define flexibility for National Delivery staff for this program?

This information will help me ensure that our expectations are aligned and that we have effectively flagged all the necessary risks. This context will assist my team to ensure our

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communications are clear about the expectations of when and how the materials should be utilised by staff.

Currently, the flexibility in the program would lie within what activities the team leaders utilise within their facilitated team discussion and within their one on one coaching. In addition, the state based (local) topic each quarter will allow for specific themes at a local level to be covered and addressed.

Reference – “L & D plan – how will the CI connect topic for each staff member be determined and uploaded if there is flexibility as to the topic?”

Regards

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

Assistant Director – Performance, Learning and Change Performance, Management and Quality Branch Participant Experience Delivery (PED) Group National Disability Insurance Agency

Mobile: s22(1)(a)(ii) - irrelevant material Email: 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 both past, present and emerging.

From: s22(1)(a)(ii) - irrelevant material Sent: Thursday, 7 January 2021 11:48 AM To: s22(1)(a)(ii) - irrelevant material Cc: s22(1)(a)(ii) - irrelevant material

Subject: RE: for advice pls : HoP is now CI Connect - updated pack attached [SEC=OFFICIAL]

Thanks s22(1)(a)(i ) - irrelevant material

Can you please provide an updated version for me to share with s22(1)(a)(ii) - ir prior to presenting to State/Branch Managers.

I think it is really important that ND can review the L & D materials before circulation to front line staff. We have recently had a couple of situations where the L & D materials did not quite hit the mark so it’s important to have ND review and endorse first.

Regards,

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

Service Delivery Director National Delivery Division National Disability Insurance Agency

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

From s22(1)(a)(ii) - irrelevant material Sent: Wednesday, 6 January 2021 3:58 PM To: s22(1)(a)(ii) - irrelevant material

Subject: RE: for advice pls : HoP is now CI Connect - updated pack attached [SEC=OFFICIAL]

Thanks redacted – good comments. I will liaise with redacted and get back to you.

IN the interim, my thoughts :

• Yes – agree we should look at the language
• I think we did say 2 national and 1 local based on the data and monthly quality reports. Thanks for picking this up.
• I did not see the CI Connect topic as differing for each staff member but they may choose to work on a specific area, arising from the training, for that month.
• Not sure about the review – ideally yes, but will depend on timeframes I suspect. I was mapping/drawing the prioritisation of topics process, who needs to be involved and when and I think that may need a lag time of a couple of months. Hopefully if we can get ahead of the scheduling of topics it will give time for review.
• Yes – I think we have a training package that could be included.

Is there another State Mangers meeting and do you want us to present again and/or provide an updated paper with the training package?

redacted – including you as I have received an out of office message from redacted and it would be good to keep this moving please.

Thanks

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

Branch Manager, Frontline Capability Participant Experience Delivery National Disability Insurance Agency

s22(1)(a)(ii) - irrelevant material Hours : I work Monday, Wednesday and Friday 8.30am – 5.30pm

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NDIA Acknowledgement

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: Wednesday, 6 January 2021 3:09 PM To: s22(1)(a)(ii) - irrelevant material Cc: s22(1)(a)(ii) - irrelevant material Subject: RE: for advice pls : HoP is now CI Connect - updated pack attached [SEC=OFFICIAL]

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

Happy New Year to you too and my apologies for the delay in responding.

Please see some feedback below. I am happy to catch up over a teams meeting if that is easier?

• Language of non-conformance – this appears throughout the overview, it is strong language which indicates “failure” rather than opportunity for continuous improvement following review. The deep dive and audit reports are referred to as such and not as non conformity reports – this seems to be new language?

• Two of which will be national topic – If states or regions do not select the national option……. – I thought they must do 2 national for consistency and they can choose one local?

• L & D plan – how will the CI connect topic for each staff member be determined and uploaded if there is flexibility as to the topic?

• Will ND leadership team have the opportunity to review the learning & coaching packages for each CI Connect topic?

• It would be good to have an overview of one of the first topics to present along with this paper. Is there anything currently in development?

Regards,

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

Service Delivery Director National Delivery Division National Disability Insurance Agency

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

                               Page 35 of 190

FOI 21/22-1299

From: redacted: s22(1)(a)(ii) - irrelevant Sent: Wednesday, 6 January 2021 9:42 AM To: redacted: s22(1)(a)(ii) - irrelevant Cc: redacted: s22(1)(a)(ii) - irrelevant Subject: FW: for advice pls : HoP is now CI Connect - updated pack attached [SEC=OFFICIAL]

Hi redacted: s22(1)(a)(ii) - irrelevant,

Happy New Year!

Following up my list of early year To Dos and this is one of them. I am keen to keep this moving so that we can progress and commence as soon as possible.

Appreciate advice in terms of next steps and whether you have any changes and/or this can be forwarded to redacted: s22(1)(a)(i) - and redacted: s22(1) for endorsement? Can you also let me know what would be the preferred approach pls? i.e. would this need to be a formal briefing paper or would an email suffice given previous discussions?

Thanks

Meryl redacted: s22(1)(a)(ii) - irrelevant

Branch Manager, Frontline Capability Participant Experience Delivery National Disability Insurance Agency redacted: s22(1)(a)(ii) - irrelevant Hours : I work Monday, Wednesday and Friday 8.30am – 5.30pm

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) - irrelevant Sent: Monday, 21 December 2020 9:26 AM To: redacted: s22(1)(a)(ii) - irrelevant Cc: redacted: s22(1)(a)(ii) - irrelevant Subject: for advice pls : HoP is now CI Connect - updated pack attached [SEC=OFFICIAL]

Hi redacted: s22(1)(a)(ii) - irrelevant,

Please see an updated version of this proposal based on our discussions last week. Thanks redacted: s22(1)(a)(ii) .

— Page 36 of 190

I would appreciate it if you could review please and let us know if there are any changes required. These can be incorporated and if not, I will forward to redacted: s22(1)(a)(ii) - and redacted: s22(1)(a)(ii) - irrelevant cc redacted for endorsement. Is there a preferred approach for this in terms of `redacted: s22(1)(a)(ii) - pls?

Given the topic and expectation that we deliver, I was thinking an email rather than a formal paper but appreciate your advice.

redacted: s22(1)(a)(ii) - irrelevant – FYI only noting you are on leave.

Thanks

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

Branch Manager, Frontline Capability Participant Experience Delivery National Disability Insurance Agency redacted: s22(1)(a)(ii) - irrelevant material Hours : I work Monday, Wednesday and Friday 8.30am – 3.30pm

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) - irrelevant material > Sent: Friday, 18 December 2020 2:17 PM to: redacted: s22(1)(a)(ii) - irrelevant material Subject: HoP is now CI Connect - updated pack attached [SEC=OFFICIAL]

Hello redacted: s22(1)(a)(ii) - irrelevant material,

Please find attached an updated pack which can be circulated to redacted: s22(1)(a)(ii) - irrelevant material.

Based on the feedback from redacted: s22(1)(a)(i ) - irrelevant, key updates are:

• Name of HoP o New titles were crafted, proposed and we undertook a quick poll ……. the clear winner was “CI Connect” (Continuous Improvement Connect – bringing data and action together)
  • Program o Now includes reference to individual development o The word training has been replaced with learning o Expansion of wording - the 4 week learning plan is not separate or additional to existing meetings, the activities are to be incorporated into current meeting schedules o Evaluation has been expanded to include reference to reaction and learning transfer o In addition to the resource kits (videos, toolkits etc), deployment team has been noted as able to provide additional support, if required o Inclusion of the agreed minimum national topics o Inclusion of L&D council

Next Steps

• Peak Production 30 minute session has been confirmed for the 14th January

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FOI 21/22-1299

• We will finalise the content for this meeting by the 12^th January
• Forward materials to s22(1)(a)(ii) and redacted: s22(1)(a)(ii) - irrelevant material by the 13^th January
• Launch video will be redone so that the branding is clear …. CI Connect
• Prepare communication and engagement for wider circulation
• Prepare the material for the first topic (we are clear enough on this)
• Deployment and communication plan is being formulated
• LEAP is being prepared (course shell creation)

So we will be ready with deployment preparation when we receive endorsement from s22(1)(a) and redacted: s22(1)(a)(i) - irrelevant on the 14^th January.

Thank you s22(1)(a)(ii)

s22(1)(a)(ii) - irrelevant material Director Performance, Learning and Change Performance Management and Quality Operations and Support Division National Disability Insurance Agency

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

8 Page 38 of 190

DOCUMENT 8

Cl Connect Pilot

Overview February 2021

CI Connect Benefits


• CI Connect supports team autonomy to deliver mandatory learning topics

• Limits team input costs by leveraging existing team activities, including team meeting discussions, coaching and 1-2-1 sessions

• Increased Participant outcomes with lower team input costs over time

• Nationally consistent understanding and application of practices and procedures

• Topics determined by data driven insights and prioritised by a Learning Council

CI Connect Benefits (cont)

dis

• Embeds continuous improvement for overall organisational uplift
• Cl Connect Network supports and develops situational coaching and Team Leader skills
• Maintains a single source of truth regarding topic content
• Compliance with ANAO requirements for learning and development

Cl Connect Explained indis

CI Connect Structure

[Image not converted to Markdown – “CI Connect Structure” – check the source PDF page for the actual content]

The best way to change staff behaviour is through coaching.

CI Connect is the coaching structure which will support your team to continually improve.

If not already in place, schedule time to:

• facilitate learning discussions (perhaps use a team meeting);
• regular coaching sessions with staff (at least twice a month with each staff member).

Materials and LEAP

We give you the information and structure.

You decide how to discuss it with your team.

• All staff will be auto-enrolled in LEAP courses to track attendance [completion]

• 1 x LEAP Course will include the Team Leader Pack with topic context, content, and discussion points

• 1 x LEAP Course will include the Team Member Pack with topic learning opportunities explained (derived from Team Leader Pack)

• 1 x LEAP Course will include the Team Leader Coaching Toolkit

CI Connect Team Leader Activities

dis

• Complete the Team Leader eLearning

• Review team performance and learning opportunities, and schedule peer-to-peer shadowing

• Facilitate team discussion

• Use follow-up discussion prompts in coaching

• Complete the quiz

Pilot Adaptation

• Pilot spans 3 weeks in February
• Pilot topic: Update Severity Indicator
• In lieu of Community of Practice, direct support to apply and embed principles of situational coaching will be provided
• Additional Coaching information session for Team Leaders who have not completed Leading A Coaching Culture Modules
• Feedback sessions and/or survey will be arranged for the end of February / end of Pilot
• Leading A Coaching Culture Modules will be available for Leaders throughout the next six months

CI Connect Pilot

[Image not converted to Markdown – “CI Connect Pilot” – check the source PDF page for the actual content]

Full Launch | Pilot

• Week 1 Team discussion

• Week 2 Coaching

• Week 3 Peer-to-peer learning

• Week 4 CI Community of Practice

• Week 1 Team discussion

• Weeks 2 and 3 Coaching & peer-to-peer learning

• Week 3 CI Connect Feedback

Pilot Time off Tools Schedule

The ndis:

• 1 hour — familiarisation with topic and preparation
• 1 hour facilitation in team discussion / meeting as per usual practice
• 1 hour LACC coaching session (if required) | Week 1
• 30 minutes — topic review
• 1 hour team discussion/meeting as per usual practice | | Week 2 and Week 3
• Coaching each team member as per usual practice
• 30 minutes to schedule peer-to-peer shadowing | Week 2 and Week 3
• Coaching with team leader as per usual practice
• 1 hour peer-to-peer shadowing (half learning and half mentoring) | | Week 3
• 30 minute topic quiz
• 30 minutes to 1 hour feedback session | Week 3
• 30 minutes topic quiz
• 30 minutes to 1 hour feedback session |

Full Launch

• Ongoing Team Leader preparation and investment: 2-4 hours per 4 week program

• Ongoing Team Member investment: 2-4 hours per 4 week program

• Fully realised CI Connect Community of Practice network to support, apply, and embed a National approach to situational coaching

• Fully operational CI Connect Learning Council to prioritise [and vet] learning topics and materials

• Ongoing development of solutions-based learning materials by topic

• Access to LACC Modules will be available for Leaders throughout the [year] [next six months]

• Development and support to our Partners In The Community to use and embed the CI Connect Coaching and Learning Program

Questions

Continuous Improvement Connect

Data and Action Together

17 February 2021

Page 51 of 190

CI Connect Approach

Continuous improvement mindsets welcome feedback and growth

CI Connect:

• Combines a coaching culture with priority training topics
• Provides independence for leaders to facilitate discussions
• Leverages existing team activities reducing impact on team KPIs
• Embeds ongoing coaching routines to grow success
• Tracks learning completion for ANAO requirements
• Builds coaching and team leader skills for leaders and coaches
• Improves APS conversational skills and team engagement

CI Connect Pilot

[Image not converted to Markdown – “CI Connect Pilot” – check the source PDF page for the actual content]

Launch:

8 February 2021 for 3 weeks

Significant pilot events:

• 8 Feb: NSW Director and Assistant Director Program Briefing
• 9 Feb: Team Leader and Technical Lead (coach) Program Briefing
• 11 Feb: Team Leader and Technical Lead (coach) Coaching Briefing
• 16 Feb: CI Connect Pilot Yammer Page launched
• 17 Feb: First evaluation survey closes
• 23 Feb: Second evaluation survey closes
• 5 Mar: Final evaluation survey closes

Pilot Contributors

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

Pilot Contributor Work Levels

[Image not converted to Markdown – “Pilot Contributor Work Levels” – check the source PDF page for the actual content]

Pilot Contributor Locations

[Image not converted to Markdown – “Pilot Contributor Locations” – check the source PDF page for the actual content]

• Surry Hills
• Remote Planners
• Penrith
• Parramatta
• Moree
• Moree
• Liverpool
• Lismore
• Gosford
• Dubbo
• Chatswood
• Charlestown
• Campbelltown
• Burwood
• Braddon
• Blacktown

CI Connect Evaluation

FOI 21/22-1299

Pilot - Direct Evaluation

• Team Facilitation and Engagement
• Coaching
• Peer to Peer Shadowing
• Content

Ongoing Program Evaluation

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

CI Connect Scope

[Image not converted to Markdown – “Image of page 26” – check the source PDF page for the actual content]

PM&Q Consumable Data SOURCES

pm&q Continuous Improvement Register

Prioritise and schedule backlog

Create Learning & Implement

Measure