The Karden Journey

Presentation to EDSN Conference

Karen Robinson

20/11/14

KDSF – History

• Founded 1st July 2006

• Not For Profit Organisation

• Person Centred Approach

• Over 1020% growth in eight years

• Recent merger with a small, disability arts organisation to expand our service offering

KDSF - Today

• Around 140 people supported

• Approximately 100 staff employed

• Majority are part time & casual Disability Support Workers based in the community

Our Services

• Individual Support• In Home Support

• Respite

• Individual Day Programs

• TAC, DHS, other community agencies, fee for service

• Social Group

• Arts Programs

• Social Enterprise

Setting the Scene

• 80% of jobs in Australia are in service industries

• Service economy represents 80% of our GDP

• Disability support is and always has been, a customer service industry – we just haven’t always seen it that way…

• Humans are hard wired to ‘deliver’ service, yet we don’t always do it well…

• The new model means more empowered ‘customers’

Our Experience

• Aim to develop person centred approach, not just a plan

• Attitude is more important than qualifications

• Balance the conflict between systematising your model while offering a person centred product…

• Be prepared for flux & change!

Challenge Question

•What needs are being met for the people we support?• Are they perceived needs or are they

what the person wants and desires?

7

Service…

Service vs Value

• No organisation can be great at everything – excellence requires sacrifice…To deliver great service on things your customers value most, you must underperform on the aspects they value less…

Service vs Value

• “Uncommon service is not born from attitude and effort but from design choices made in the very blueprints of a business model”

• - Frances Frei and Anne Morriss – Uncommon Service (2012, p.2)

Service vs Value

Know What You Offer

Culture

Cornerstones of a Market Driven System

1. You can’t be good at everything…

2. Someone has to pay…

3. Employees matter…but not as much as your model…

4. Customers must be involved in creating the service experience…

The Question Remains…

•Have we got it right???????