SUPPORTING THE PROFESSIONALS SHAPING QUEENSLAND COMMUNITIES
Topic - Policy documentation – what process documentation do councils use and which support tools such as work instructions are most effective?
Fraser Coast currently working through creation of the documentation.
Suggestion from Mount Isa – start getting ideas down and brainstorm ideas with officers working with the current procedures and then have other people with policy skills sets formalise the procedure for you.
Toowoomba – currently reviewing procedures and sitting down with the team an officers on the ground to ask them what is effective, achievable and practical in the role that they are delivering. No need to force the supervisor to do it on their own.
Redland - Has a two tiered approach. Tier one is like a “procedure for dummies” (highly detailed) and Tier 2 is more of an overview flow chart option for more experienced officers to check and refer to.
Software solutions to support making it easy to find and refer to make documentation available in the field is a crucial piece of the puzzle to get right. This can take time and requires an expert in the system to set it up. Without it the documents don’t make it into the hands of the people that need them.
Redland and Fraser Coast use Tech 1 P&R and Pathway to manage workflows of documents using the built in CRM capability of each of these software systems. Set up of the workflows in the back end are crucial in order to properly leverage the available functionality of the software system. Refer to Tech 1 user groups from other councils for advice/support.
Topic – what strategies are different councils using to address the safety and retention of officers in the compliance space, many teams are experiencing high burnout rates and teams imploding.
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