There’s a widely used technical term within Disability Employment Services and other Australian organisations that explains the process undertaken when stuff doesn’t work out exactly according to the carefully researched, prepared and actioned plan.
The term used is ‘stuff-up’ and, in my experience can be used in 3 circumstances: “total”, “royal” and “absolute, complete….” - the latter tending to be stated at a higher volume level.
One of these events happened recently when I ordered a Pizza that never turned up. I waited, waited, phoned, waited and then was told that essentially it was my entire fault.
Response?
Angry tirade on several blogs, told all my friends and vowed never to go back.
While I felt justified and vindicated, actually the person that suffered in this was me, since I am/was rather fond of the product. Eventually a very nice customer service person rang me, offered me free stuff (which I declined) but generally made me feel better about the event. Feeling much better I am a customer again.
On Sunday (last) I attended the NSW “Football4All” gala. What a great event, thoroughly enjoyed myself, made new friends and was overwhelmed by the joy and sportsmanship the players and their families showed.
And……
I met a mum who had not had a great experience with my organisation. Although the events she described happened 3 years ago, listening to her tale I could hear our processes and the actions of my team conspiring to make her experience of working with us a poor one.
Using the scale above it was clear we were talking “Royal” and here’s the shame; after the experience this poor woman’s son gave up in his search for work, preferring to stay home instead.
As you go into a NOVA office as you enter you (should) see a picture of me and, while I am a bit older and balder now, the sentiments expressed in the poster are still my firm belief – “If you aren’t happy with the service from NOVA call us on 1 800 656 537”.
I put the posters up a couple of years ago and, while we still sometimes get stuff wrong they have helped make sure that my Head Office staff stay in touch with the work the rest of the team are doing.
Even so, the truth is that sometimes, despite our best intentions, “stuff-ups” occur. Be assured that NOVA is committed to getting as many as people as possible into meaningful work of their choice in the shortest possible time and with the least pain. If things aren't happening in your job search, give us a call.
Would you like a face-to-face meeting with Martin via Skype? Click the button below to make an appointment
Subscribe to this Blog - blog.novaemployment.com.au Copy the link above and paste it into your favourite Reader to subscribe to an RSS feed of this blog. To watch a short video explanation of RSS and how it helps you save time reading the web click here
Your Comments There are currently no comments on this article
Previous Posts
Exploitation the consistent theme I wrote this 14 years ago:
https://www.novaemployment.com.au/ceo/How-to-rort-the-Star-Ratings_294/
(apologies for some formatting issues)
Take a look at the present Royal Commission on abuse of people with disability....
The records keep falling! Following on from last post, I'd like to give some public recognition to my staff who have not only stood up under the tests of the Pandemic, they've continued to achieve record breaking results....
Never been so busy! At the risk of jinxing it, there's never been a better time to be looking for work - NOVA is getting scores of inquiries for workers, breaking all records each week with no sign of a let-up in sight!
The demand might be simply a post lockdown mini boom and maybe the bubble will pop - I have to say there's no sign of that....
July Rant There's an inquiry into Disability Employment Service and how best the new National Contract (2023) might serve the needs of the Commonwealth - note, that I haven't said, 'the needs of people with disability'....
Review Australia's $1bn disability employment service criticised over poor outcomes and reduced employment - https://www.theguardian.com/australia-news/2021/mar/31/australias-disability-employment-down-3-in-past-decade-as-service-scheme-criticised-for-poor-outcomes....
Thank you Mark Zuckerberg (not!) Friends of NOVA may have seen our Facebook page is down - courtesy Mark Zuckerberg NOVA/Focus are victims of much larger forces - no idea when or if we'll be restored - more as events unfold....
They Don't Count Gaining or holding formal qualifications can set a person up for a lifetime career. Holding appropriate qualifications that can lead to lifelong careers, tradespeople generally make a good income and enjoy well deserved respect....
Benchmarks To access NOVA Employment or any Disability Employment Service (DES), almost everyone is required to be assessed by the Services Australia Services (Centrelink) to determine their "Benchmark" hours: Benchmark hours are the pay point for service providers; being the minimum working hours required for the DES provider to bill the Government and the assessed maximum hours a person is deemed capable of working with DES support....
International Day of People with a Disability
International Day of People with a Disability
It's IDPwD and we have a 1 hour 'special' screening on SBS from 4.30 this afternoon.
Our Ryan Goodwin has done a great job of selecting some of the great entries from NOVA's 'Focusonability' short film festival - we love the Festival and hope that you'll love these films, gathered from around the world....
2020 - the first half When the going gets tough, the tough get going
Good! - Now they've left us, let's look at reality - when the going gets tough, many people suffer and dis-proportionally, people with disability suffer more....
Countdown Clock II
What's the countdown clock all about?
It's our closing time and a countdown to the end of a truly remarkable month of extraordinary effort by my staff....
Countdown Clock Regular viewers will have noticed a countdown clock ticking away (above)
What's that all about?
Can't say - you have to wait till 4.30pm (a little earlier for staff)
...
Just the best 3 One thing we all love is a winner which is why there's a smile on my face it will be pretty hard to shift.
There's a nightmare pandemic sweeping the world (carried off my mum), the economy has tanked in a never before seen disaster that's left more than a million Aussies unemployed and the only news seems to be bad news....
More than Money!
If asked, most of us would say we went to work for the money, to pay our bills or support our family.
All true, and yet work means so much more:
Prior to finding a job with NOVA employment Glenn* struggled to keep jobs for more than a few months and was generally working as a dishwasher in restaurants which he found to be quite unsatisfying work....
Life Changers II
How are you in the mornings (or evenings, or nights)? NOVA is an 'old school' Disability Employment Service - we find work in the general community with identical pay and conditions as those enjoyed by people who dont have a disability....
Life Changers Required! Received yesterday:
I was unemployed for 24 years because of my disability. I was looking for a job for the last 2 and half years. With the help of (NOVA Staff) I found suitable job and working in the law company for last one year....
Try us!
Don't know about you but I have felt pretty bruised from all the horrible stuff brought upon us by this damn virus - seeing so many folk losing their jobs is particularly awful and the uncertainty generated for everyone, particularly for workers who have a disability is dreadful to see....
Best Ever II
Following from last post:
NOVA Employment has operated for 30 years. Comparing all results from previous years, February 2020 has been our most successful to date - Following on from January that's 2 in a row and every indication March will also be a record breaker....
Best Ever
NOVA Employment posted another 'best ever' result for the first month of 2020.
Despite the most dreadful natural disasters and with many businesses closed for the holidays, the NOVA team delivered more new workers than in any previous January results, beating past 5 years average by 25% and previous (2017) 'best ever' numbers by 5%....
Depressing cracked record!
A good friend will occasionally pull me up with the reminder that I have a tendency to rant, 'rave on slop jaw' if I remember correctly....
Subscribe to this Blog