RACV contact centres were experiencing high absenteeism, high turnover and a need for more experienced leadership. Part of their strategy to stabilise was to retain team members who were highly engaged and develop their skills and knowledge to lead high performing teams focussed on commercial outcomes of membership growth. Our engagement included the development of a bespoke, tiered leadership program. Kicking off in 2017, this was a five-year strategy, focusing on the priority areas and gradually building.
A comprehensive Human-Centred Design Process was undertaken with leaders and team members to lift the capability areas required and address the key challenges at play.
A four-tiered program evolved from the process and was designed. Each learner journey was developed in consideration of the capability and level of the leadership layer and using a fully blended – ‘flipped classroom’ approach. Participants immerse into micro content to absorb knowledge, learn models and become curious on the topic before moving into a highly practical workshop to deepen/ build knowledge and apply this to real work scenarios to develop confidence and lift capability in this application. Subsequent digital sessions and workshops scaffolded over this consolidate this through knowledge. Consistent models and language and core concepts underpinned all programs to ensure there is a building effect from each tiered program. The development journey has been carefully crafted to maximise learning outcomes.
Design and delivery of each layer was staged. This was aligned with the assessment needs of the business. Commencing with the Emerging Leader program (a six-month program that has run in excess of 10 cohorts), followed by the Leader Program and then addressing the needs of the Subject Matter Expert.
The programs have been reviewed on several occasions and updated to keep pace with the changing world, but also the changing face and requirements of the business.
Launches and Graduation events create enthusiasm for each program, as well as opportunities for leaders to showcase their growth (while also consolidating their abilities in front of senior leaders from across the organisation).
This tiered program was recognised by the Australian Institute of Training and Development (AITD) with a Highly Commended Award for Best Blended Leadership Program in 2019.
Delivery of this program has continued, with over two hundred and fifty leaders completing the various programs, and the organisation has positioned the program as highly sought after and an application and acceptance process is required to participate.
Capability is measured in four distinct areas at the commencement and end of the journey and results consistently demonstrate capability uplift and the efficacy of our programs. Leaders walk away confidence and are empowered to bring more proactive and effective approaches to their leadership practice.
The overall program has resulted in many promotions and created a career path people now aspire to. It has shifted the focus and culture of the business and created confidence across leadership to engage in critical discussions and activities to achieve the best possible outcomes for its’ members.
The below video conveys how the program was implemented and received by RACV.
In this video, leadership from RACV contact centres showcase Lysander’s ability to understand their unique needs and environment and our close partnership designing and delivering bespoke programs spanning four tiers of leadership. “RACV LEAD” was also recognised and provided a Highly Commended Award at the AITD awards for Best Blended Learning program.
Every great partnership begins with a conversation. Whether you’re facing immediate leadership challenges or planning for long-term organisational growth, we’re here to understand your situation and start co-creating solutions. Get in touch with our team today.