CRANAplus Staff Newsletter - JAN 2019

Staff Newsletter

NEW OFFICES IN ADELAIDE AND GET ACROSS THE FIRST EVER RURAL PROJECT UPDATES
CANBERRA PLUS STAFF UPDATES NURSING SYMPOSIUM Get up to date on the Community Night
Patrol Safety Project, Mental Health
Emergencies, After Hours Aged Care No. 21
Project and more!

CRAStaff Newsletter

STAFF MOVEMENT Our CEO Christopher Cliffe will be • What was of value to you?
taking some extended leave (8 weeks) • What specific topic would you like a
We bid farewell to the following staff in commencing in March 2019. session to be about?
2018 and wished them well in the future: Ms Katherine Isbister from the RFDS has • Is a once a month session preferable or
been appointed as the Acting CRANAplus would every 2 months be better?
Susan St Clair CEO during this period and will be based • Is the allocation of an hour maximum
Customer Service Administration Officer, from the Cairns Office. Katherine is an for the topic and questions preferred or is
Adelaide experience leader/manager in remote it, too long or too short?
Amanda North, and isolated health with post graduate • Any other comments you think relevant.
Clinical Educator, Mental Health Project qualifications at Masters level, she is also
Geri Malone a Registered Nurse and a Midwife. Please provide feedback to Karen Clarke,
Director of Professional Services, Adelaide no later than 25 January 2019.
Tarneen Callope CRANAplus OFFICES
Project Officer, Community Night Patrol Project NEWSLETTERS
Jerry (Djunagar) Callope, At least one member of the executive
Project Officer, Community Night Patrol Project. team or senior manager will endeavour Work has now been completed on the
to be in each of the offices during the integration of the BSS mindfulness
We also welcome the following staff: working day. On occasions this may not subscription with our standard CRANAplus
be possible and in the event this happens, subscription. Now all CRANAplus clients
Amelia Druhan please refer any questions or concerns to will have the option to subscribe to both
Policy & Stakeholder Coordinator, Canberra your direct manager. the CRANApluse and the BSS Mindfulness
Bev Binnie newsletters with every purchase or can
Project Officer, casual position, After-Hours MONTHLY PD SESSIONS manage their newsletter subscriptions via
Aged Care Project, commencing in January the Dashboard.
2019, Malanda QLD We would like to thank all who
Sharlene Summer contributed to monthly professional The system has also been built to easily
Administration Officer, Cairns development sessions in 2018 and see add any new newsletters CRANAplus may
Vanessa De Landelles them as a great communication tool to introduce into the future.
Board Member, Windorah, QLD. keep staff informed. We would like to
continue the sessions in 2019 and to
Annemarie Borchers, our Manager of ensure the topics covered meet your
Members Services and Magazine Editor is interests and need, we would like some
moving to an 0.8 permanent, part time feedback, as follows:
role, effective 28 January 2019.

2 / Staff Newslet ter

ANAplusJanuary2019
ADELAIDE PROPERTY
Bush Support Services th
Steven Dangaard h
Bush Support Services is a division of CRANAplus, which advocates, a
On the 30 November 2018 the organisation educates and supports the rural and remote health workforce and is d
successfully settled on its second property. The funded by the Commonwealth Department of Health and Ageing.
acquisition was pursued in line with the organisational The Bush Support Line 1800 805 391 is a free 24-hour telephone support
strategic objective, and was selected by the Board for service staffed by psychologists with rural and remote experience.
its ability to successfully meet all components of their When a natural disaster occurs, Bush Support Services actively
pre-determined criteria being: and appropriately responds. It is vital that psychosocial support is
• Warehouse capabilities coordinated and integrated with other recovery efforts and as such
• A city that is central to national freight distribution key organisations such as the Red Cross are always contacted and
channels reminded of the BSS 1800 805 391 number.
• Expansion of office space Mail-outs to relevant local clinics providing information about the
• Training room capacity service also occurs. As always, Bush Support Services is available to
• Meeting and Board room facilities provide 24-hour, 7 day a week support and counselling to all rural
• Secured parking and remote health workers and their families.
• Within set financial limitations
• Acquisition deadline of 2018/2019 financial year Bush Support Services line

The Board has indicated that they will be visiting 1800 805 391
the new office in February 2019 during their first
Board meeting of the new year, with the intention to toll free ‘every day of the year’
continue to use the new facility for future meetings
CRANAplus Bush Support Services
AIM: beingat least once a year. psychologically PO Box 7410, Cairns, QLD, 4870
preparedWe would ask all staff to remain patient during this
(07) 4047 6400 | [email protected] | www.crana.org.au
transition period and should you have any concerns or
comments please provide feedback to your direct line Staff Newslet ter / 3
manager.
When dealing with people who are frightened it is important that © 2014

SyHouAaRreEDabOleFtoFIbCeEno-nC-jAudNgBemERenRtAal and non-critical. Keeping

people busy is a useful strategy and it stops them worrying, at least

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reisstidheatinis twhoerrbyuinshg.them is helpful as it provides the opportunity to
normalise these worries.
SARRAH’s offices are light and airy, in a great location
inIDDENeTaIkFiYnI,NwGidthistsrpeassciinogusthmouegehtitns.gAfsakciinligtiepesoapnlde to identify their
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Jaconpueadryw. TithheoCthEeOr adnifdficaunltyieCsRinANthAeppluassts”t.aff travelling
to Canberra for business throughout the year will be
aMblAeNtAoGwINoGrkrefrsopmontsheessteo tnheewposhinatrewdhepreemyoisuecsaanscowpeella. nd focus

on the practicalities of survival. Teaching people simple relaxation

or breathing techniques can help people break the cycle of anxiety

they are in and move onto more practical behaviours.

Staff CRANewsletter

TRAVEL the organisation. You will be able to see

Karen Clarke where each request is in the process, and
when it has been completed. Marketing

In summary, we are tracking well, Requests are located in the Staff Resources
managing costs and maintaining section of the CRM and can be lodged by
our market share with Qantas as our clicking and filling out “Create Marketing
preferred travel provider, ensuring Request Button”.

competitive flight costs, comfort and This function has been created to help
reliability for our teams travelling. streamline the process of marketing for

While all accommodation is booked with everyone. This should be used for all
our preferred hotel partner, the ACCOR marketing requests, everything from
Group, we do at times have to book with filling places in a course, to graphic
other hotels (known an overflow hotels) design, website updates, to commercial
during extremely busy times of year. It’s advertising, email blasts, social media,
important during these times that we or even something that might be out of
use hotels where we have agreements in the ordinary, like a large event or press
place, to ensure competitive and ongoing conference. All marketing options that are
rates. Please refer to the CRM, Staff regularly used are featured as options that
Dashboard>Travel section and refer to the can be ticked, otherwise a free text field
Travel Policy, Schedule of Fees document. provides space for special requests.

Our travel officers continue to work hard If you have any questions around
to maximise savings and optimize the Marketing Requests please don’t hesitate
deals we have in place, while meeting to contact our Marketing Manager,
the needs of the traveler. Gretchen.

WWW.CRANA.ORG.AU Please provide feedback to your RAP
respective travel officer at any time
regarding your travel and accommodation Karen Clarke
experiences throughout the year as this
supports our ongoing negotiations with With Susan St Clair leaving, Annemarie
suppliers, through Corporate Traveler, our Borchers has stepped into the temporary
travel management agent. RAP Champion role. This role involves the
At least one member of the executive following tasks:
team or senior manager will endeavour • Keeping abreast of relevant news stories
to be in each of the offices during the to distribute
working day. On occasions this may • Sourcing learning resources to share with staff
not be possible and in the event this • Encouraging staff attendance/
happens, please refer any questions or participation in celebrations and events
concerns to your direct manager. • Liaising with Reconciliation Australia
• Participation as a member of the
MARKETING TICKETING leadership working group in creating new
Gretchen Martins RAP plans.
• Advising all CRANA upcoming dates of
Marketing tickets has now been added cultural significance
to the suite of CRM functions. Like IT If anyone else currently on the RAP
Tickets, Marketing Tickets can now be committee or any other staff member
lodged on the CRM to log, approve wishes to nominate themselves for the RAP
and action any marketing requests for champion role, please email Karen Clarke,
alternatively Anne-marie will remain in the
role until the RAP committee meets in 2019.

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ANAplusPOLICYUPDATES January 2019

Now staff can access all Policies, Forms, BSS Data Base

Templates, Frameworks/Charts and Work has commenced on the new BSS data

es Travel Policy, December 2018 – Access via Insurance documents located in the new base. This long-awaited development will
CRM, Master Resources. “Master Resources” on the CRM. If you bring a much needed boost to the security
A number of other policies are in the have any questions relating to any of and reliability of the currently outdated
process of being reviewed and once these documents, please don’t hesitate to BSS Database. It is anticipated that the BSS
updated will be advised via a separate contact Karen Clarke for assistance. team will be testing and reviewing the new
email. database at the beginning of the 2019.
CRM Manual

IT UPDATES The first draft of the CRM manual has now Membership Auto Renewals
Steven Dangaard been released on the CRM Dashboard for Work has commenced on providing options
all staff to access. Over the past 5 years for Members to opt into auto membership

IT Travel Upgrades the Board has invested over $1 million renewals. This is quite a large project

Upgrades to the travel processes in the dollars in the CRM software to ensure all which firstly required an upgrade to our

CRANAplus staff can meet the growing 5 -year old merchant gateway software.
CRM and Website were deployed in October demands associated with the expanding
2018. A big thanks to a large number of With the upgrades to the gateway now

staff that participated and contributed to business strategy. complete, work has commenced on a
the project. The upgrade is the first stage
e of an overall 3 stage strategy to streamline This being the case it has become user-friendly platform to provide clients the
at increasingly important to document option to sign up for a Membership auto
renewal. Equally as important, a lot of
the backend travel booking processes.
and map all the CRM’s capabilities and work is also being directed to give clients

The changes this first stage deployment functions. The manual is the first step hassle free abilities to opt out of an auto
brings are: towards achieving this with future plans to membership renewal. The new feature
1. Access to travel itineraries via the “My expand the manual with greater detail and will also include an SMS warning system
Dashboard” for travellers to adopt a more interactive format. alerting members when their auto renewal
2. Improved and more detailed information transaction is about to happen minimising
to the traveller via the “My Dashboard” We would encourage all staff to revert the risk of declined transactions. It is
3. Linking travel requests to courses for to the new CRM manual when seeking anticipated this new feature will be
easier access to course or workshop group help and assistance associated with CRM available to all members early next year.
bookings functions, and as always, IT Support can
4. Notification improvements to travellers always be contacted during business hours
via SMS on 1800 421 621

e 5. Greater ability for non-staff travellers to eRemote Coupons
select their preferences
Upgrades to the coupons enrolment feature

s in the CRM has now been completed.
A full overview of the travel workflow can
The upgrades were designed to add
ff now be view on the CRM under “Travel Policy” further capabilities to the coupon facility,
https://secure.crana.org.au/uploads/
expanding its reach to cover all 3 scenarios:
travel-policy-v1-4-df0844f7.pdf
• Course Purchase Orders

Master Resources • eRemote Purchase Orders

Master resources have now been • Course IG Forms

A number of PD sessions were held for
deployed on the CRM for all staff to access admin staff on the new changes. More
and now replaces the Master Documents
detail on how to process coupons for
(folder 21) in google drive. Earlier
clients can be sourced from Google drive
this year the Executive team decided
– Education Files (6) > Administration Desk
to commission the project to provide
File > CRM Coupons Procedure.
P a centralised hub in the CRM for all
frequently used organisational documents.

9.

Staff Newslet ter / 5

Staff Newsletter

PROJECT UPDATES

WORKING SAFELY IN COMMUNITY
NIGHT PATROL
Kristy Hill

In July 2018, CRANAplus was contracted by
the Department of the Prime Minister and
Cabinet (PM&C) for an 18-month period to
develop a communications strategy and
safety package aimed at increasing the
safety of the Community Night Patrol (CNP)
Workforce. The project commenced by
undertaking consultations and a literature
review to capture the safety concerns of the
workforce in 81 Night Patrols operating within
the Northern Territory and 6 communities in
the South Australian Anangu Pitjantjatjara
Yankunytjatjara (APY) lands.

The CNP workforce comprise of over 400 with a common message that the tools
employees who are employed as night are ‘useful, relevant and empowering’. All
patrollers and the majority are local resources are available in hard copy, via a
Aboriginal men and women who retain USB; and on the CRANA website: https://
connection with country, family, language, crana.org.au/resources/other-resources/
lore and custom allowing them to maintain working-safely-in-community-night-patrol/
respect and cultural authority within their
own communities. They are often first- An innovative Communications Strategy
responders to accidents, injuries, fights including 24 patroller testimonies; a
and deaths within the community, defuse 1-minute promotional video currently being
volatile situations and manage many of screened on NITV, Imparja and Indigi Tube;
their own family and community disputes a series of photographs of patrollers; a piece
without police intervention. of local artwork which tells some of the
history of night patrol and holding launches
Now, as the project draws to an end, in both Alice Springs and Darwin to promote
achievements include: the release of the Safety Package and
• Working Safely in Community Night Communications material.
Patrol eLearning course.
• Working Safe in Community Night Patrol
Handbook
• Working Safely in Community Night Patrol
Guidelines
All 17 service providers have had sessions to
facilitate the uptake of these tools.

Menzies are conducting an external
evaluation which is due in December.
Feedback thus far is overwhelmingly positive.

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Staff Newsletter
PROJECT UPDATES
MENTAL HEALTH EMERGENCIES available in city surgeries with a portable
COURSE A huge thank you to everyone who has digital dental unit to treat patients with special
Amanda North welcomed me into the CRANAplus team. I am needs in aged care facilities. POD is the very
truly grateful for the support, knowledge and first private dental practice in Australia to
It has been almost 12 months since we guidance that has come from so many of you. offer its patients a completely mobile dental
embarked on developing the initial work As it is with healthcare, I am sure I will be platform designed specifically for wheelchair
started by Rod Menere and launching the seeing you all around sometime soon! and bariatric patients. The patient remains in
CRANAplus Mental Health Emergencies course their wheelchair, which eliminates manual
(MHE). AFTER HOURS AGED CARE PROJECT handling and hoisting. Inspired by a passion
Lisa Crouch for rural and remote dentistry, a shared
sense of adventure and the use of top-notch
The MHE roll out has been exciting; for me In October 2018, CRANAplus partnered with equipment, dentist Dr Garret Robles and his
it has been a great opportunity to be a part the Qld AIDS Council to deliver a 4-hour LGBTI wife Mary Ann Robles have built this unique
of developing an education program for an (Lesbian, Gay, Bisexual, Transgender and service that is now an integral partner of
area of need that I have witnessed firsthand Intersex) Inclusivity Training Workshop to CRANAplus After Hours Aged Care project in
since I originally dipped my toes into rural and residential aged care facility staff of Blue Care the Tablelands and Douglas Shire.
remote health care about a decade ago. in Mareeba, Far North Queensland. The aim of
this free workshop was to increase participants NETWORK OF INTEREST GROUPS
From the outset we did identify there would knowledge of the LGBTI older population and Marcia Hakendorf
be some challenges; in particular getting the importance of inclusivity in aged care. It
practitioners to attend training. Despite also discussed what services should know and Network of Interest Community membership
consistently hearing that health staff feel they can do as well as the importance of Advanced groups were established throughout the
lack the skills and knowledge to assist people Care directives for LGBTI populations. year of 2018 and can be found through the
with mental health needs, actually getting “Groups” tab on our Facebook page.
enrolments has been a tough gig! This powerful presentation and group • Students NOI Champion: Amy Wenham –
reflection was both respectful and sensitive secretariat of NRHSN
We have still managed to deliver courses in Alice to older people of diverse sexual orientation • ‘End of Life’ NOI inclusive of palliative care
Springs, Darwin, Mount Isa, Cairns, Hobart and and gender identity. The growing numbers Champion: Ann Aitken
Port Augusta and have one last course for 2018 of lesbian, gay, bisexual, transgender and • Aged Care NOI Champion - Lisa Crouch
being coordinated by Brenda and our facilitator intersex people accessing aged care services • LGBTQI NOI Champions: Ben Crough &
Lindsay in Broken Hill. We are also seeing does represent an emerging and potentially Rachel Williams
significant levels of interest with requests for challenging area for aged care service • Rural NOI: champions: Gaye Fisher/Chris
courses for the 2019 calendar, contacts from a providers. The workshop was delivered to Belshaw.
number of organisations exploring options for enable better education, care and support for
private courses and most excitingly over 500 LGBTI people who should be able to access Remote Managers NOI anticipated to be
views on the YouTube video! aged care services that are responsive and established in Jan/Feb 2019.
respectful of their care needs. The workshop
I am really hopeful that we are in a good will be delivered at Carinya Home in Atherton PHOTOGRAPHY COMPETITION
place to continue the momentum that has and Ozcare Port Douglas very soon. Therese Forbes
commenced for the MHE. RANs and generalist
remote health practitioners can (and do!) Another highlight of the project is the A reminder that Bush Support Services
have positive impacts on the mental health upcoming third visit from Project Outback is running a mindfulness photography
and wellbeing of their clients. I look forward Dental (POD), to provide dental consults and competition for CRANAplus staff with entries
to seeing the ongoing development not only treatment to residents within the facility closing on 15th February 2019. No fancy
of the MHE but all of our education programs they reside and more often than not; in their equipment required. The idea is to for you to
as we expand into the online and maybe even own rooms. This Townsville based service take the opportunity to be more mindful and
virtual reality education spaces. For MHE we is North Queensland’s only private mobile capture some of the ‘present moments’ you
are hoping to have someone take over the dental surgery servicing rural and remote experience wherever you are. And there is a
coordinator role in February 2019 or there are north and central west Queensland. The prize!
some options for a consultation model. agile, off-road dental van is professionally
fitted with complete dental equipment

Staff Newslet ter / 7

Staff Newsletter

PROJECT UPDATES

REMOTE MANAGEMENT PROGRAM • Co-authorship Presentation Paper at RURAL NURSING SYMPOSIUM
Marcia Hackendorf Australian New Zealand Academy of
Management [ANZAM] Conference, Dec 2018. We are pleased to announce that CRANAplus
Since the pilot for the Remote Management Dr. Onnis presenting paper re: Can integrating will continue to work alongside Rural Nurses
Program was estqblished in June 2016, workplace health and wellbeing initiatives working in small country towns and will
another 4 programs have been offered to into existing leadership programs provide a host a 2019 Rural Nursing Symposium -
remote managers across Australia with the sustainable solution for improving the health, Heartbeat to a Healthy Country Town on
uptake of 44 remote managers participating wellbeing and performance of managers? the 28th February 2019 in our nation’s
in the 12-week course. Resulting in managers • Co-authorship - Onnis, L., Hakendorf, M., capital, Canberra. The purpose of this 1-day
gaining the expertise in implementing QI Diamond, M., and Tsey, K. CQI approaches symposium will be to provide a forum for
projects into their workplace settings. to evaluating management development motivated and engaged nurses, rural nurse
programs: A case study with health service leaders, clinicians and academics to identify
In 2017 findings of the remote management managers from geographically remote and prioritise key issues with actions that
pilot program – joint collaborative between settings. International Journal of Evaluation face rural nursing now and into the future
CRANAplus, JCU & ACHSM were published: and Program Planning (under review) and to identify the need or not, for rural
• Senior author: M Hakendorf, L Onnis, M • Co-authorship and Poster Presenter –– ‘It’s nursing to have a united professional
Diamond: Essentials for remote managers: A a tough gig for remote managers without the national voice.
remote management pilot program: The Health essentials’ NRHA, March 2019
Leader: Australasian College of Health Service • A Final Report of the Feasibility Study with
Management: Vol. 4 No1 Winter 2017 recommendations presented to Executive
Remote Management Program – CRANAplus, JCU Team, Monday 17 September 2018.
and ACHSM collaborative feasibility study for the
upscaling and diversifying of the RMP program Papers are available on the CRANAplus website.
• Funding from CRE-IQI – $7K - Dr. Leigh-Ann
Onnis, Senior Researcher, Marcia Hakendorf,
2nd researcher
• Co-authorship of literature review paper;
CQI approaches in management education
programs. Published by Australasian Pacific
Journal of Health Service Management.

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