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Charm School for ACC Staff Media Article - Dominion Post 11 Jan 2013

#1 User is offline   so ovr sensitiveclaimsunit 

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Posted 11 January 2013 - 06:25 AM

http://www.stuff.co....l-for-ACC-staff

Charm school for ACC staff
SHANE COWLISHAW AND KELSEY FLETCHER
Last updated 05:00 11/01/2013


ACC is hoping to create a charm school for its staff as it looks to improve relationships with clients and rebuild after a disastrous year.

Proper training for staff has been called for since a privacy breach scandal where ACC mistakenly emailed the details of thousands of clients to a claimant.

An independent review team, which interviewed 150 ACC staff last year, found the organisation lacked a comprehensive strategy for protecting and managing claimants' information.

It reported there was a culture within ACC that had at times an "almost cavalier" attitude toward its clients, and focused on breaches and complaints rather than emphasising respect for claimants and their details.

In a tender document released this week, the corporation said it was considering establishing an "ACC Academy" for staff with an "emphasis on a client-centred approach".

The course would initially offer qualifications in case management and leadership tailored to the ACC environment, probably through an existing tertiary provider.

It would be a formally recognised qualification, attained after three years of study including on-the-job training. After completing the course, staff would be required to complete modules each year.

ACC expected 300 staff to enrol initially, although this would probably increase.

A second tender called for expressions of interest from communication and marketing agencies interested in helping ACC "define its unique brand value proposition".

The successful company would complete a current brand assessment and prepare a three-year plan that could include advertising, displays and sponsorships.

The corporation is trying to recover from a tough year, which included savage criticism following several privacy breaches as well as further allegations over its assessment policies.

Expert ACC lawyer John Miller said the academy was an encouraging sign, but it would depend on the content of the training and who was teaching it.

"Training people is very important - even McDonald's has a hamburger academy."

ACC staff were dealing with people's lives so it was important that they were adequately trained, he said.

Last year the corporation spent $2 million on advertising and marketing.
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#2 User is offline   magnacarta 

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Posted 11 January 2013 - 06:44 AM

What the - ??????????

Already existing are the provisions in the Code of ACC Claimant's Rights Regulation - The Code of Conduct for ACC Employee's - the Privacy Act - the Health & Disability Code of Consumer's Rights, - the ACC Act itself - and other applicable law such as the NZ Bill of Rights Act 1990 and the Human Rights Act.

What part of those do they not already understand???????

It simply beggar's belief that ACC is not requiring employee's to give effect to them.
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#3 User is offline   batman 

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Posted 11 January 2013 - 06:48 AM

you can put a silk coat on a rat ....but it will still be a rat
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#4 User is offline   happy1 

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Posted 11 January 2013 - 08:09 AM

Good luck to the charm school.Its sure going to be an uphill battle to get charm out of any ACC employee!!

Waste of money .Just pay out the injured and stop delaying the inevitable.Typical National Government approach!
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#5 User is offline   not their victim 

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Posted 11 January 2013 - 08:53 AM

maybe a few of us long termers...could be tutors....

a few hands on demonstrations of what its like to live with the consequences of an injury and see how they cope

lets see how clever they are with one hand tied behind their back, or one leg hogtied up behind them!


another frikkin great waste of money, especially when this government does not adhere to the PUBLIC SERVANTS CODE 0F CONDUCT...WHICH IS OVER AND ABOVE CORPORATE POLICY

those $$$ could ""rehabilitate"" a few badly injured, or provide power wheelchairs to those who need them....home help to those who have been cut back, attendant care etc...
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#6 User is offline   MINI 

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Posted 11 January 2013 - 10:26 AM

Well this will be one way to get Ms Pullar back to work. Right up her alley I should expect.

Branding!! Letting lose documents!! As Magnacarta says, they simply havr enough facilities to keep everyone in line................they just dont use them.

Mini
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#7 User is offline   Huggy 

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Posted 11 January 2013 - 10:26 AM

I have to agree that many staff could do with some major training, whether or not it will bring results is another matter.

However, I have to say, my Case Manager who is Timaru based, certainly in my case is doing an exceptional job.

Huge credit goes to her, it is really a shame that there are not many others with the caliber that she has.
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#8 User is offline   not their victim 

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Posted 11 January 2013 - 11:46 AM

the staff have already been strictly trained...

in the insurance risk style...

as opposed to the compulsory SOCIAL CONTRACT THAT IS ACC

the assessors have been trained...and so has acc legal...



so the way to treat all aberration of claim, is to go civil and criminal!

im not saying its easy...but why continue to participate in the complete abomination of our Human Rights!


civil and criminal is the way to go, as i do not believe my injury belongs in a court...not even DRSL or District...
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#9 User is offline   jaffa 

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Posted 11 January 2013 - 12:21 PM

Quote

magnacarta said:

1357843442[/url]' post='145069']
What the - ??????????

Already existing are the provisions in the Code of ACC Claimant's Rights Regulation - The Code of Conduct for ACC Employee's - the Privacy Act - the Health & Disability Code of Consumer's Rights, - the ACC Act itself - and other applicable law such as the NZ Bill of Rights Act 1990 and the Human Rights Act.

What part of those do they not already understand???????

It simply beggar's belief that ACC is not requiring employee's to give effect to them.


PR bullshit from ACC. All they need t do is as you "say, honour the Code of Claimant rights, human rights and privacy laws for a change.

Quote

You have the right to be treated fairly, and to have your views considered.
(a) We will treat you fairly.
(Posted Image We will listen to you and consider your views.
© We will take into account, and be responsive to, any impairment you may have.

Leanne MacDonnell refused me a commode (encl) saying she had to first ask the specialist. Nevertheless the Code of Claimant Rights states that ACC are meant to "take into account, and be responsive to, any impairment" and treat me "fairly" as per the above mentioned Code.




Quote

......... very offensive that on 22 September 2011, to hear a migrant Case Manager, (a public servant) demand I beg her express permission to bury my whanau members at tangihanga. The Pae Arahi sat in collusion with Leanne's racist demands, which were a violation of the above Claimant Rights, Treaty of Waitangi, Bill of Rights, Privacy Act and Human Rights. So why didn't ACC do anything about Leanne's racism, when I complained to the minister last year?



this lady remains house bound more than a year because ACC denies her a wheelchair. We borrowed one but has no way to transport it. Imagine being under house arrest for disability? Is disability a crime?
ACC don't need to waste claimant funds on PR. they need to obey the law.
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#10 User is offline   doppelganger 

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Posted 11 January 2013 - 01:29 PM

Good to see they want to cover up and spend a large amount of money.

Who would like a employment in improving the ACC staff performance and also returning the respect the ACC hasn't had since the 1970's.

As for brand image what is the purpose for that. ACC is not for sale so no need to advertise or market ACC, there is no need for branding either.

lets offer the required services to the ACC for expensives and the loss of earnings due to accident/injuries/ACC case management.
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