Building Confidence around the Maps v2 (3hrs)

RD Opening Remarks (4)

Karakia

Whakawhanaungatanga (10)

Whakawhanaungatanga (10)

Through vs In the Mirror (5)

Through vs In the Mirror (5)^

Windows vs Mirros

In common / different

Last time we looked through

Look at ourselves

Last time we were here

Through window

Wero Laid down - SD Leaders FY23

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Graham FY23Good CM Back to basicsWhat does good case management look like

Wero laid down by our SD Leaders - Graham FY23 A3 - do the basics well

Introduced you to Dev Maps

How to Focus on practice

What it means for Frontline staff

Today trade window for a Mirror

Hold up to ourselves

What does this mean for me as a Leader

My part

Small sized groups

Hear your korero & questions

Get down to the practicalities

And any concerns/what's getting in your way

Keys to Success (Roadmap) (5)

Keys to Success (Roadmap) (5)

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Roadmap for todayParking lotHousekeepingToday will be guided but organicToday IS and NOTA journey of discoveryA chance to learn from eachotherNot training, or teachingSome aspects of guided facilitationOrganic - where we go depends on youKeys to success/How we rollManaaki - we look after the dignity of othersAnd anything to add . . . .------Everyone in the room is a leanerUphold each others mana (Respect each others views, don't have to agree, diversity of thinking and experience)All emotions are welcomeListen generouslySilence is respectedFree and frankBe all inYour commitmentWhat am I bringingWhat am I leaving at the doorWhat's your role today?

Didn't want to present to you

or talk at you

Not a presentation

It's really an open and honest korero

Have a few things that we want to check in around

Then it's where you decide to take it

But we'll go where it needs to go

Can be uncomfortable looking at own reflection

Keys for success

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Free & FrankListen generouslyLook after each other's manaSilence is respectedAll emotions are welcomeBe "all in"What happens on the mile, stays on

make it safe to share thinking

My role today - create & hold the space

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"We don’t learn from experience … we learn from reflecting on experience."My role is to help the group share experience, and learn from reflecting on that experience.My role is to facilitate dialogue help you share your thinking. To help you bring 'you' to the korero. I may make some observations. I may ask some questions of the group. I may even be a little bit provocative.Ever so often I might stop and share and observation What am I noticing? What are you noticing?e.g. what's going on for you at this point? What are you sensing? What are you noticing in the group

We don't learn from experience . . .

may even be a little bit provocative^

Get underneath some of our current beliefs or assumptions

Share it with the group for understanding

Kei te pai?^

Deepen understanding of Maps

Get you thinking about how you might incorporate them into your practice

Explore what is your part in this?

Whakawhanaungatanga/What's your why

Whakawhanaungatanga/What's your why

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Agree this with Kiriwai:Purpose of session 4 Months into the financial yearWhat have we done to strengthen our practicechance to clarify expectationsRole model importanceHear ideas/challengesWero laid down by our SD Leaders - Graham FY23 A3 - do the basics wellBuild confidence to get in the mahi with our peopleInvited Aaron & Rangi back to deepen our understanding of the Development maps Focus on 'us' as leaders - what is our part in this?Who is responsible for capability of our people?review the job descriptions (RD)/Success ProfileMy expectation for todayTMC/MCThe village (You are, learner-led, other support)Primary, secondary, tertiaryYou have the primary relationship (e.g. parents vs. school teacher, coaches, scout master, tutor, priest)**You cannot outsource this responsibilityCDs cannot replace youCDs don't have mana to really confront you with hard honest conversations (at age 87 my mum is still telling me the home truths because she can) - the uncle or cousin can only do so much.Golden Triangle

2:00pm - What kind of leader do you aspire to be? (20min)

2:00pm - What kind of leader do you aspire to be? (20min)

If we care so much about whanau, then how are we getting it so wrong?

If we care so much about whanau, then how are we getting it so wrong? ^

Lot's of big why's

So how are we doing do you think?

Want, safe, strong, independent

How would you characterize our practice?

From your perspective?

What's been your experience?

Would you recommend our service to your best friend?

Debrief

What was important to them?

Did they get the help they needed?

Was this the kind of experience you would want your mother to have?

Problem: So if we're all big on helping whanau, how come we're getting it so wrong?

From client perspective?

NPS score (-23)

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We need to work on the experience.

Hear some "live calls"

What would they say our practice is?

What can be done to improve the client experience?

What kind of client experience is your site creating?

Continuum

Great vs. poor

How do you know?

How many client interactions do you listen to on a daily basis?

How many 1:1 interviews do you hold with your staff on a regular basis?

What is YOUR practice as a leader?

You must spend time "in the mahi"

That's the only way you can know

If you wanted to improve the service being provided by your staff where would you begin?

What can we do to improve it?

How do you know what good looks like?

When you are in the mahi, seeing first hand where your staff are at? What can you do or say?

What is your benchmark/standard

10ft tall Bball standard

What do you use as your guide?

What skills and competencies are you looking for?

We have developed something that defines this - can help you

Dev Maps

Client Value Steps (10)

Client Value Steps (10)

Whakapapa to the maps - 2018

Understanding our mahi from whānau perspective

Outside / in

What's MSD purpose?

What's our clients purpose?

Told us what matters to whanau

Shows - how we have typically thought about our mahi

Product or Process / People

Clients come client shaped

Chance to hear in their words

how they wanted to experience us

HOW WE HEAR

7% WORDS

38% TONE, VOICE

55% NON-VERBAL

INDIAN TALKING STICK

WHAT MATTERS TO THEM?

What steps in our process added true value to whānau interactions

3 things

CVS Helps us work to client purpose

Keep them at the centre

Reminder working with human beings

In a way that works for them, not us

Recap Maps (20)

Recap Maps (20)

Short & Sharp

8 Areas to our craft

+ 4 Self reflection areas

Give us a starting point

A way to explore the skill areas I need to be good at my craft

How we want our staff working with whanau?

What does good service look like?

Learning Pathways

Don't wait

What is it NOT?

Don't make it a thing

Don't focus too much on Label

Experience before the label

e.g. Role play

Prince

Too much too fast won't last

It's not a bat

It's a gift

Use it to do good, not harm

Refer back to 'Live calls"

How can these help us improve practice

RD Closing Remarks (6)

Karakia

Story (10)

Story (10)

PARABLE OF THE PEARL AND THE BOX

Bring it back to client

WHAT IS THE PEARL?

WHAT IS THE BOX?

ROBBIE'S STORY

The impact of our mahi on clients

Safe, strong he is becoming independent

New Job Ops Manager

Be betting more than us

Staff at the cross roads in peoples lives

Opportunity to lift mana

Help whanau get on or stay on their feet

As a leader you are in a privilged position

Where much is given

To influence

To role model

Create a different culture & way of working

They are why we exist

This is the pearl

Invitation (5)

Invitation (5)

Get in the mahi

No more than 1 per day

Creating a new habit

Slides

Set a goal

Set it up

Make it safe

Set a date to share/unpack learnings

Barriers & Strategies (20)

Barriers & Strategies (20)

What can you do to influence/create a learning organisation?

How are you current staff relationships?

Would they trust you?

What's getting in your way?

Too busy

Too many things

Te Ara Piki

Performance coaching

Development maps

It's all coaching

How can you overcome those barriers?

What help do you need?

What changes do you need to make in your leadership practice ?

L&CI (20)

L&CI (20)

How can we empower our People to own their own learning? (Dev Pathways)

Improving our practice: How can I apply the Maps as a leader?

Improving our practice: How can I apply the Maps as a leader?^

How do we know what they're kids are up to?

What are they really up to?

Go and see for yourself

Listen to another call

Lean in and listen

Take notes (Verbatim recommended)

What was important to the client?

Did we help them the way the need to be helped?

This time: What opportunities did you notice for the learner?

Refer Maps

Decision making

Empathy

Cultural awareness

Debrief

Refer to your notes

What was important to the client

Did we help them in the way they needed?

What opportunities did you notice for the learner?

What's a good question you could ask to get the learner reflecting on how they went?

What else could you ask

Approach

How might you set up an observations for success?

How would you go about preparing the learner before the call?

How far would you sit?

Do you need to hear the client?

Of course

Concerns

Do I have to be a knowledge expert?

How might I get in my own way?

What challenges could I encounter when leaning in?

Improving our practice: Coming from a place of knowing (30)

What's the best way to know what's really going on?

Improving our practice: How can I build a practice of being in the mahi. And ensure I come from a place of knowing? (45)

Improving our practice: How can I build a practice of being in the mahi. And ensure I come from a place of knowing? (45)

How do I go about this?

What is my part as a Leader?

How do your leaders see this fitting into your Role?

SD Leadeship

Graham Basics/Practice

MSD

Job Description says

Role, Responsbility

Success Profile

RD

Expectation already

How do you see this fitting with your role?

What separates a leader from a manager?

Leading through others

Why do I need to be in the mahi?

CDs job

What is your current practice?

Prework Question: So who is for the development of our people? For client experience? For the client experience

Prework Question: So who is for the development of our people? For client experience? For the client experience

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Kia ora koutou,  We are looking forward to spending time with you at our workshops planned over May 17-18. The purpose of this hui is to revisit the development maps which we introduced to you in 2022 which is a blueprint and tool to help us strengthen our practice when it comes to working with whānau, as well as the Learning Pathways which is something new that will enable the Development Maps.    For some of you this might be your first time hearing about the development maps for others you may still have questions about what the maps mean for you as a leader and how you can build it into your own practice when working with your people. Either way, this forum will give you a chance to ask questions and deepen your understanding of the maps and the pathways. Please familiarise yourself with the following prior to the workshop and PRINT your own copy of the Maps to bring to the session:Development Maps (See attached) Learning Pathways (Click on link….) Learning Pathways – Service Delivery – Confluence There is also one question we would like you to reflect on and come prepared to discuss at the workshop: “who is responsible for developing the capability of our frontline staff?” Thanks in advance for prioritising this session.  We are looking forward to our time together. Mauri ora! Aaron, Dianna, Theresa (Learning & Continuous Improvement)

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First we must take ownership and responsibility for the experience

Who is responsible?

Who is responsible for creating the right experience?

Pre work question: who is responsible for developing the capability of our frontline staff?”

But is it just a capability question?

Development Cycle

Discuss/Reflect

Debrief

Key point; We are all responsible, but you have the primary responsibility

**Print copies of MSCD/MSCO job descriptions

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MCSO

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·     Provide staff with clear leadership and direction which supports MSD’s strategic direction and Service Delivery and Regions’ business plan.·     Think, plan, and act to engage the Service Centre team in MSD’s purpose and position the team to meet demand for services and achieving sustainable outcomes for clients.·     Connect with managers and staff to build trust and confidence in the organisation and be a leader that people want to work for.·     Establish clear accountabilities and expectations of behaviour and performance within the team.·     Develop and implement capability skills assessments and analyse gaps within the team and create opportunities to increase the value the team can add to MSD outcomes, through innovative local initiatives.·     Coach and develop the team to build the people capability to support innovation, and deliver high quality service and sustainable outcomes for clients and communities and to support their Te ara piki goals.·     Lead all people management activities for your team including recruitment, induction, and management of performance issues. ·   ·      Your inclusive leadership style will promote diversity and inclusion, using diverse perspectives to enhance decision making and lead a people centred culture.·      Model and lead by example the MSD values and our people centric culture. Your team will incorporate the values in their everyday ways of working, understanding that how they do things and how they behave is just as important as what they deliver. How are you doing all of this?

Purpose

Build confidence in maps/practice

Gain their commitment to action (get in the mahi)

RD Role