Case Study – Western Australian Country Health Service (WACHS)

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FACTS

  • Managed 40 per cent of the state’s 388,000 emergency presentations
  • Handled 132,000 acute hospital admissions 148,000 emergency department presentations
  • Delivered more than 815,000 community-based health services

BACKGROUND

WACHS purpose is to “improve country people’s health and wellbeing through access to quality services and by supporting people to look after their own health.” In 2014, WACHS engaged out team to solve how to ensure training and key health manages are communicated sooner to remote locations around the state.

INDUSTRY

  • Health

CLIENT PROFILE

Delivering training programs to a disparate and highly dispersed workforce has been a perennial problem for WACHS since its formation. WACHS’s learning and development team, based in head office and across the regions, had limited resources and a finite capacity to deliver face-to-face courses and instruction to individual employees and groups.

In many instances, programs were not able to be delivered, and with a lot of manual effort required for training, there was a large burden on administration staff to ensure adequate coverage.

Education program catalogues were stored in multiple locations on the WACHS intranet, delivery and monitoring processes were manual, employees frequently received with conflicting information and cross regional reporting did not occur.

CHALLENGE

Delivering training programs to a disparate and highly dispersed workforce has been a perennial problem for WACHS since its formation. WACHS’s learning and development team, based in head office and across the regions, had limited resources and a finite capacity to deliver face-to-face courses and instruction to individual employees and groups.

In many instances, programs were not able to be delivered, and with a lot of manual effort required for training, there was a large burden on administration staff to ensure adequate coverage.

Education program catalogues were stored in multiple locations on the WACHS intranet, delivery and monitoring processes were manual, employees frequently received with conflicting information and cross regional reporting did not occur.

SOLUTION

A review of WACHS’s Learning and Development Unit concluded that an increased focus on online course delivery would enable training, both self-directed and educator-facilitated, to be delivered more frequently, consistently and cost effectively.

The review recognised that the success of the initiative would depend upon it being underpinned by a robust Learning Management System (LMS) which can create, assign, deliver and track the quality of training programs.

Following a tender process in 2014, WACHS’s learning and development team selected Capabiliti LMS. Integrated into WACHS’s existing human resources system, Capabiliti LMS’s key modules were implemented, including course and participant management, learning delivery, reporting and feedback. All WACHS learning programs are stored in Capabiliti LMS and the system enables staff to administer, document, track and report on training and e-learning programs, as well as online events.

The LMS generates reminders for managers and staff when essential training is due and provides real-time reporting on the training status of individual employees. In addition to implementing the LMS, Veritec’s solutions and service unit delivered a comprehensive training program for WACHS’s learning and development team.

BENEFITS

The agency now has an efficient solution which has seen business processes standardised, communication formalised and corporate knowledge captured in a single learning and information repository.

As Lisa Sorensen, Learning and Development Manager, WACHS, explains, “Veritec has accomplished the impossible. The WACHS learning and development team now share one process, speak one language and have a unified approach to the execution of training and development programs.

“Capabiliti LMS has provided us with a powerful governance structure which counters the difficulties of working in such a geographically dispersed environment.

“In addition, we now have a single system which can serve the training needs of the entire WACHS workforce. All staff, including locums and agency staff, can access learning resources at any time – in the workplace and from home.

“What Capabiliti gives us is an enterprise-wide solution for administering training across WACHS. It has provided effective workflow and program management and there’s been a significant increase in the availability of education via online programs, which is the best way for us to provide education and knowledge to our dispersed workforce.”

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