Interactive workshops for investigators and complaint handlers

Registrations are now open to attend full-day or half-day interactive workshops. You do not need to be a conference delegate to register.

Register now to reserve your place, as spaces are limited.

Full-day workshop options

9:00 am to 5:00 pm

AUD $550 per person

Investigation fundamentals: the mindset and techniques you need to succeed. Lessons for investigators from analysing an imperfect fatality investigation.

This workshop weaves the fundamental principles of good investigative practice into what happened as the investigation unfolded and discusses whether it met them. The lessons learned apply to investigations of any kind, to some degree or other.

Facilitator:

Gareth Jones, Trainer/Consultant, former Director Special Ombudsman Response Team, Ontario Ombudsman, Canada

Managing unreasonable conduct by a complainant

Unreasonable conduct by complainants can take up substantial time and resources in your workplace. This workshop is designed to help you identify and manage unreasonable conduct, deliver effective prevention and resolution policies and strategies, and support staff members and colleagues impacted by complainant behaviour.

Facilitator:

Don Sword
Trainer and consultant
NSW Ombudsman

Half-day morning workshop options

9:00 am to 12:30 pm

AUD $385 per workshop/ AUD $550 for two half-day workshops 

Resilience for investigators and complaint handlers

The resilience workshop will explore how our brain responds to stress, how to manage crisis situations, and long-term resilience strategies for both work and life. The workshop will examine the role of perfectionism, how to manage change and using mindfulness to safely navigate through a working life with stressed clients all from a Trauma Informed Perspective.

Facilitator:

Robyn Bradey, Mental Health Accredited Social Worker, RB Counselling & Consultancy Services

Strategies for meeting the challenges of investigative report writing

A workshop designed for investigators, investigative report writers and managers who review and approve investigation reports. It focuses on strategies for meeting the unique challenges of drafting investigation reports.

Facilitators:

Sanya Silver, Deputy Ombudsman, Investigations and Major Projects, NSW Ombudsman

Lesya Bryndzia, Investigation Report Editor, Victorian Ombudsman

Fiona Hudson, Senior Investigations Analyst, Victorian Ombudsman

Half-day afternoon workshop options

1:30 pm to 5:00 pm

Fundamentals of complaint handling

Understanding how to respond to complaints effectively is an important component of customer service. This workshop will equip you with the skills to respond to complaints efficiently and confidently using a range of evidence-based tools. It is about empowerment, confidence and changing mind set when handling complaints.

Facilitator:

Sandra Duke
Training and Engagement Officer
NSW Ombudsman

Administrative Law considerations in investigations

This workshop will cover the administrative law principles and processes that apply to investigations. The workshop will provide participants with an overview of the principles and framework of administrative law in Australia, as well as introducing relevant oversight institutions. It will focus on how these rules apply specifically to investigatory functions, with a particular emphasis on ensuring procedural fairness to those subject to investigation, the use of evidence in investigations, record-keeping and reasons. Attendees will be asked to work through practical scenarios throughout the workshop to discuss best practice investigatory processes.

Facilitator:

Dr Janina Boughey, Associate Professor, UNSW Law & Justice, ARC DECRA Fellow, Director, Administrative Law and Justice Project – Gilbert + Tobin Centre of Public Law