G8 Education Centre Manager Conference 2019 Presentation

g8 conference 2019

Welcome to Country

g8 conference 2019

2018 overview gary carroll Managing director

g8 conference 2019 proudly sponsored by

TELECOM

WWW.SPECFURN.COM.AU

Strengthened company focus and leadership in Safety and Early Learning & Education

Early Childhood Educators Day

20 18

10 109

17

Centres that did not have Child or Team incidents or accidents

Centres above 100% occupancy

centres above 90% occupancy

g i l High

s t h

Continued investment in our people A collaborative, co-creation approach to initiatives and projects

$4.1M spent in training and L&D

$10M worth of

child care discounts

10% wage

increase for ECT’s

$4.8M paid in

incentive payments

Additional training & professional development resources available on the Learning Lounge

Introduction of Playground

31,980 free uniforms and First Aid training

750 team members studying via G8’s traineeship & sponsorship program

3

Continued investment in our centres

$35M spend on Capex

$1M spend on Wi-Fi upgrades

11 new Centres opened

181 Centre refresh/ refurbishment projects

Exceeding Centres • Creative Garden Sinnamon Park • Community Kids Chirnside Park • Nurture One Napier St

And much, much more! check them out in the 2018 Year in Review booklet

l Hen

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Cons ble ta

20 s 18 Challenge the new childcare subsidy

transition to a new CCMS platform During the ccs reform

repairs and maintenance

Improving our Nqs results

Across about half the Group, Occupancy challenges largely due to churn and CRM management

Team turnover is high

Wage control

Change whilst we build up our foundational support and operating platforms

safety

safety - incidents & Accidents

341

Child incidents & accidents

team incidents & accidents

1486

1291

130

1015

549

Educator harm Children Unaccounted Injuries, Illness, notifiable allegations & for both on premises & Health & Wellbeing complaints complaints exited premises & bus incidents​ reported​

400

child behaviour

346

slips, trips and falls

295

manual handlings

strategy gary carroll Managing director

the sector at a glance

15,763

services in australia

1.3 m children

BENEFITS AND IMPROVED AFFORDABILITY TO BOLSTER OCCUPANCY

77%

services met or exceeded the NQS

•

•

•

Extensive research shows that formal Early Learning has benefits across a range of dimensions (e.g. social, emotional, physical, language, cognitive) Jobs for Families package has added $2.5 billion in funding over 4 years targeted at low and middle income families New package is not a “silver bullet” but there is evidence of demand stimulation which is expected to continue over the medium term

DEMAND SHIFT FAVOURS QUALITY AND SCALE

HIGHLY FRAGMENTED WITH STRUCTURAL GROWTH DRIVERS

SUPPLY GROWTH MODERATING

•

Occupancy at high appeal, high quality centres has remained strong through current market cycle

•

Top 5 players have only circa 20% market share. Approximately 70% of centres are small operators

•

Latest industry supply data indicated the rate of supply growth slowed in CY18 Q4

•

Scale operators are better positioned to provide differentiated offerings & higher quality centres

•

Government and business leaders committed to increasing female workforce participation rate

•

Continued tightening of bank funding to developers is likely to see this trend continue in CY19

•

Strong bi-partisan government support

•

•

Continued strong population growth from births and migration

We maintain our view that the market will be more in balance by mid to late 2019

g8 at a glance

41,000

licensed places across australia and singapore

11,000 early childhood educators

519 TOTAL

WESTERN AUSTRALIA

QUEENSLAND

68

73

CENTRES

CENTRES

CENTRES

australia’s largest listed early

52,000 children per week

SINGAPORE

17 CENTRES

SOUTH AUSTRALIA

29 CENTRES

VICTORIA

134

CENTRES

NSW

ACT

CENTRES

CENTRES

188 10

childhood education & care (ECEC) provider

QUALITY

INTEGRATION

our journey

ASX LISTING

• Acquisition strategy • 47 centres

COMPANY FOUNDED

DEC 2007

FEB 2007

BUILT SCALE

• Centre refresh and refurb program • Embed work routines • Leadership and Management training • Education Strategy • Quality Improvement team

• Xplor HOPE • Rostering • Call centre • Child and team safety frameworks • Enrolment and Transition improvements • Repair and Maintenance program • People and culture programs

INNOVATION

• Roll out differentiated customer offer • Best practice framework and hub • Centre design

• 500 centres • 24 “brands” 20072016

Inherited

Next 12-18 months

• c.480 centres • Singular focus on growth • Decentralised decision making, processes, systems, training and rostering

DEBT + EQUITY RAISING

May 2017

and experience • Embedded performance culture 2019

• To fund Greenfield new centre pipeline and restructure balance sheet

NEW LEADERSHIP TEAM

work routine, call centre • Industry leading Education strategy

Achieved

Medium term

based on quality and innovation • Centralised processes and support • Integrated systems on time for CCS • Standardised training, reporting and processes

• Early Learning champion and innovator • Quality leader • Employer of choice • Industry leading occupancy • Best ‘value’ provider in sector

2017

INTEGRATION

• CRM • Xplor Core/CCMS • Leadership development • CCS reform

2020+

QUALITY

• Refresh program • Training program • NQS refresh

INNOVATION

• • Pilots • Customer research

12%

TEAM TURNOVER

82%

MEETING AND ABOVE ASSESSMENT AND RATING

81%

GROUP OCCUPANCY

our ambition em

e y o l p

c f o r

e c i o h

secto

r lea

ders

safe organisation

hip

strategic foundations Margo cashman Vanessa steward bread & butter

people craft

1

pre-search

I KNOW NOTHING ABOUT CHILD CARE WHERE DO I EVEN START?

Where to look for your bunnies...

• Websites

Where to look for your bunnies...

• Case managed wait lists

2

3

choosing a centre

Where to look for your bunnies...

THE ONLY WAY TO MAKE A DECISION IS TO GO ON LOTS OF DIFFERENT CENTRE TOURS

• Welcome into

short list

GOOD CENTRES ARE HARD TO GET INTO. I’M WORRIED ABOUT EVEN GETTING A PLACE?

Where to look for your bunnies...

• More info to self select • More info on parents & child • More personalised tours

and make them feel part of the centre community

4

enrolling their child

I HAVE A SPOT, BUT HAVE I MADE THE RIGHT DECISION?

5

starting

Where to look for your bunnies...

• Get the credit you deserve by linking the positive changes to your L&D programme

ANXIOUS, EMOTIONAL AND UNSURE OF WHAT TO DO – HELP ME!

Where to look for your bunnies...

• Orientation and

processes to show families ‘the ropes’

6

7

retention WHEN CHANGES HAPPEN IT MAKES ME QUESTION IF MY CENTRE IS STILL THE BEST OPTION

settling in

THEY ARE IN A ROUTINE AND WE ARE STARTING TO SEE POSITIVE CHANGES

Where to look for your bunnies...

• Create multiple relationships (harder to leave)

• Proactively manage staff & room changes • Reinforce that the child is receiving the best L&D

strategic Initiatives 2019 Jason Ball GM Operations

strategic initiatives 2019

STRATEGIC PRIORITIES

2019 near-term key initiatives GOAL

BUILD A GREAT TEAM

STRENGTHEN THE FOUNDATION

CREATE SUSTAINABLE DIFFERENTIATION

CONTINUE PROFITABLE GROWTH

CM learning & development program

Child Safety, WH&S

Customer experience

Wage management/new rostering system

People Experience

Education strategy

CRM and Call Centre (Customer Experience Team)

Network optimisation

CM and AM Work Routines

NQF foundation

Innovation

Network growth strategy

50% REDUCTION IN TEAM TURNOVER

2% LIFT IN OCCUPANCY LIFT NPS RATING TO 65

REACH TARGET ROCE

build a great team Jess Battersby GM People & Culture

Together we can make G8 Education an Employer of Choice in the Early Learning Sector!!

people experience WHAT ARE WE WORKING TOWARDS?

WHAT ARE THE BENEFITS?

•

Onboarding & induction

•

•

Workforce Planning Methodology & Tools

Our Team drives Centre Performance

•

•

Employment Branding

Engaged Team Members are better for Centres

•

Workforce Management System (HRIS & Rostering)

•

It all Starts at the beginning

•

Team Members NEED great leaders

learning & Development program WHAT ARE WE WORKING TOWARDS?

WHAT ARE THE BENEFITS?

•

Aligning with feedback provided in the PREDICT-R survey

•

Setting up and supporting our people up for success

•

Leadership & Management training

•

•

Professional Development

Resources and tools for individual Development Plans

•

Operational training

•

Retaining quality talent and developing future leaders

•

Enhanced performance

CM & AM Work routines WHAT ARE WE WORKING TOWARDS?

WHAT ARE THE BENEFITS?

•

•

Prioritises what is most important and ensures tasks get done

•

Improves productivity and performance

•

Assists with effective delegation

•

Guidance and support for new and training CM’s

•

Organising common tasks and responsibilities to ensure what is required to be done by when and by who is achieved Standardises our way of work, manages clear expectations and improves efficiency

•

Co-create and embed best practice - win the ‘moments that matter’

•

Improve processes from Support Office functions

strengthen the foundation jenni marsh

GM safety, compliance & Quality

Julie Madgwick head of early learning & Education

child & Team safety WHAT ARE WE WORKING TOWARDS?

WHAT ARE THE BENEFITS?

•

Creating a Safety First Culture

•

Vulnerable children are identified and supported

•

Implementing key recommendations from the Royal Commission into Child Sexual Abuse

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Decreased incident/accidents for team and children

•

Educators are vigilant, capable and empowered to report allegations or suspicions of abuse and neglect

•

To be an industry leader in child protection and achieve a level 5 Child Safe Organisation maturity level by end 2020

•

Decrease in incidents that allege educator harm

•

Integrating child safety and team safety policies and processes

•

Updated Child Safe Code of Conduct and new Child Protection Practice Manual

•

Updated learning lounge packages including bespoke training developed in partnership with Bravehearts

education strategy WHAT ARE WE WORKING TOWARDS?

WHAT ARE THE BENEFITS?

•

Mixed mode professional development for all our people

•

Better outcomes for early childhood professionals

•

Establishing communities of learning

•

Enabling professional collaboration

•

Developing a research culture

•

Better outcomes for children

•

Providing support with meeting the requirements of the NQF

•

Better outcomes for assessment and rating

national quality Framework foundations WHAT ARE WE WORKING TOWARDS?

WHAT ARE THE BENEFITS?

•

Provide awareness and expectations of changes to the National Quality Framework

•

Support in understanding, executing and embedding the National Quality Standard

•

Establishing tools and resources to educate and deliver on the requirements of meeting the National Quality Standard

•

Better outcomes for children and educators

•

10%pts improved Occupancy between Meeting and Working Towards

•

Elevated reputation for Centres, our people and the organisation

•

Identify areas of opportunity and providing support

•

Developing a Quest for Quality culture

create sustainable differentiation greg bowell GM marketing

customer experience WHAT ARE WE WORKING TOWARDS?

WHAT ARE THE BENEFITS?

•

The Why? Family needs are equally important

•

We use our scale for good

•

Knowing the Family Journey micro moments, the deal breakers

•

You deliver a world leading experience

•

We all unite on removing pain points for families

•

Your role as part of the extended family

•

Success in great CX underpinned by amazing PX

•

Leading Social Change

PRE CENTRE

PRE SEARCH THE STAGE OF THE JOURNEY (co-ordinates)

WHAT YOU CAN EXPECT TO SEE (the terrain)

Cracking the child care code

The frustration, anxiety and confusion of having to make an important decision without any knowledge � or access to information� I know nothing… and there is nowhere to go to find out!

SHORT LISTING Playing the wait list game

CHOOSING

Learning the job

ENROLLING

It’s starting to get real

Getting your child into a good centre is a game � you have to play it right

The tour is the main source of information (parents have to learn on the job)

Relief that we are in. I can stop worrying. We at least have a place

The first step is making sure that they don't miss out� on a spot by being on multiple wait lists

Parents interpret the 'vibe' of the centre�and trust their instincts to asses if this feels like�the right centre for their child

But now I have to face leaving my child with strangers – have I made the right decision?

But multiple wait lists take more time to sign up to� and manage – it's hard work!

AT CENTRE

STARTING

Fear of the unknown

In a highly anxious and emotional state, parents and their child arrive on their first day not knowing what really to expect

SETTLING IN

RETENTION

Managing change

Finding your feet

Now I am reassured that my child is OK and we are comfortable with the 'logistics'

They are unfamiliar with the routines of a centre and often the basics of what to do

We are starting to feel like we are working well with the centre And we are starting to understand what my child is actually doing each day

How willing ~ happy the child is to leave their parent (or at least how quickly they settle down)

My child is now in a routine and eating, sleeping and behaving as they should - back to normal

How quickly parents and children feel comfortable and confident with the routines and processes in the centre

Starting to see the benefits of the activities - things that they would never get to do at home. Start to feel like the centre is having a positive influence

Creating a web of deep relationships Knowing that you are giving your child the best in terms of learning and development opportunities

THE MEASURE OF SUCCESS (best route)

Show me how to 'crack the child care code' and make the right decision for my child

KEY TOUCH POINTS

The website

I want a sense of certainty that my child will get in to a good child care centre

Call centre/CRM

I can imagine my child being happy at this centre

The centre tour

The enrolment process itself and centre staff have reassured me that I have made the right decision for my child

The enrolment process

Orientation & on boarding �

(typography)

PAIN POINTS (the danger areas)

Lack of knowledge and lack of credible sources to tell me what I need to know to make the right decision for my child

The time and effort to join & manage multiple wait lists The lack of transparency of how wait lists work The lack of contact while you are on the wait list

The number of tours I have to go on to collect the information myself Tours that don't answer my questions or aren't customised for our needs

The enrolment process can be cumbersome and complex, it can also lack a personal touch (missing the opportunity to reassure parents they have made the right decision and start to build a relationship)

Kids have never been so sick - results in worry & disruption.�Need to clarify hygiene standards and procedures to reassure that the centre is doing everything possible to minimise the sickness risk

After enrolment there is a long gap where nothing happens (an anti climax)

Parents need a download when they pick up their child at the end of the day, but often only more junior staff are left on duty

My child is always happy and loves going to the centre - they have so much fun The demonstration of the learning & development progression of the child (physical, socially, emotionally & cognitively)

Addressing drop off & pick up issues Better handling the changes in staff & rooms Reinforce L&D pathways and communication

Start to educate parents about the centres L&D program

Lack of understanding on the L&D programme and lack of individual feedback on my child’s development

Staff changes Lack of transparency about staff leaving - brushed over Poor introduction of new staff to parents - who am I leaving my child with?

Changing rooms

Learning

Parents not informed and/or not involved in this process, therefore cannot support the child through the changes Doesn't feel like a well managed, well thought through process - happens at the convenience of the centre Change of staff ratio (not explained) which leaves parents feeling that their child is receiving less attention

VALUE DRIVER (the must see’s)

A centre website that gives a real sense of what the centre is like and tells parents what they need to know about attending the centre

Use G8 scale to access multiple centres wait lists with one wait list application. Allows parents to be on the wait list for your preferred centres but also be notified should other G8 centres in your area have a vacancy.

Centre-centric websites that provide specific details of individual centres

Look for ways to simplify, streamline and personalise the enrolment process

Before a tour, offer a detailed information pack to provide another opportunity for self selection

G8 does the leg work and manages the process for you, they make sure you know about all the possible opportunities that are available

Design a customised tour experience (based on segment profile and needs of the child)

Start to build the relationship with the parents and the child to make them feel comfortable with the centre community. By welcoming them into the community and allowing them to be involved from the start

In the first few days/weeks direct connection between new parents and the centre is critical to building trust and establishing a working relationship Proactive parent contact, parents made to feel comfortable contacting the centre, photos and updates, the pick up download are all key to doing this Orientation: First experience of the centre focused on feeling comfortable. On boarding: Easing parents & kids into the day to day processes and procedures for reducing the uncomfortableness of not knowing. Social on boarding for kids

Explain the learning and development programmes,� ideally in the context of their child's progress

Drop off

Lack of individual feedback about my child (more group feedback)

Lack of staff (parents late for work, upset children)

There is no structured approach to L&D (Learning pathway/ framework not central)

Poor communication (important issues not acted on, feels unprofessional)

A dedicated/ specialist pre school programme

Learning Provide individual feedback Learning pathway is the core of the programme Holistic assessment of each child's development.

Parents Feel supported and reassured about issues with their child (help me) Issues related to the centre or staff (listen to me) Consistent approach between home and centre (work with me)

Pick up Children in a holding pattern, this adds to mums pressure, and means parents only experience of the centre is in baby sitting mode Lack of communication about their childs day, or issues that parents need to be aware of Disorganised process: Parents have to hunt for childs belongings

customer engagement team WHAT ARE WE WORKING TOWARDS?

WHAT ARE THE BENEFITS?

•

•

Removing the CRM administration

•

Capturing all your prospective & enquiring families

Sector leading, Customer Engagement experience built with your input

•

Retaining families on the Journey removing off ramps

•

Measuring, diagnosing and triaging pain points

•

Supporting you in reducing lost families

•

A united approach, an obsession

•

Helps us all focus on what is important

innovation WHAT ARE WE WORKING TOWARDS?

WHAT ARE THE BENEFITS?

•

Differentiating our offer on exciting Innovation for families and teams

•

Improving Early Learning outcomes for children, educators and families

•

Rolling out Xplor HOPE

•

New news for you to share with families and teams

•

Example projects - iSandbox / Kinderling

•

Challenging, creating and fostering idea’s together

•

A culture of Innovation idea’s, trials, pilots

•

Attracting and keeping the best talent

continue profitable growth Jason Ball GM Operations

roster system WHAT ARE WE WORKING TOWARDS?

WHAT ARE THE BENEFITS?

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Automated suggestive rostering

•

•

Award and regulatory interpretation

Saves CM time and improves effectiveness of rosters

•

Geographic casual labour pooling

•

Delivers compliant rosters meeting the requirements of Awards and Regulations

•

Co-creation with business, award and rostering rules

•

Provides self service functionality and transparency for team members

•

Supports our desire to move weekly payroll

Network optimisation WHAT ARE WE WORKING TOWARDS?

WHAT ARE THE BENEFITS?

•

Centralised support with scheduled repairs & maintenance

•

Better oversight of the Centre portfolio and condition

•

Establishing processes for addressing safety & compliance matters

•

Enhance value – quality, compliance and cost

•

Better outcomes for children and educators

•

Improved Occupancy and NQS outcomes

•

Comprehensive approach to Centre refresh program & refurbishments

•

Intentional and purposeful design

Network growth strategy WHAT ARE WE WORKING TOWARDS?

WHAT ARE THE BENEFITS?

•

•

Continued opportunities for our people

•

Moderating supply and demand needs

•

Sector leading design, purpose and offer to improve outcomes for children

•

Improved value from our investment

Responsible growth agenda using data led mapping to target locations

•

Improved methodology for Greenfield and Brownfield developments

•

Delivering differentiated and “fit for purpose” Centres

•

Commercial partnerships with Landlords and Developers

Centre manager of the year FINALISTS

Julie Wisemantel Grasshoppers Early Learning centre

Racheal Morris Nurture One Albert St

Katie Tran

First Grammar Cabramatta

Christine Da Silva Mota Community Kids Springvale South

Andrea Boxshall Penguin Caroline Springs

Leanne Saxton Great Beginnings Aveley

area manager of the year FINALISTS

KAREN COYNE

Melanie Tapulaaia

Kristel Smylie

Cassandra Black

Leigh Harding

Core Values award finalists

Brooke Marozzi Pelicans in the City 1

Cathy Henein

Sydney Cove West Early Learning

Shawnee Fawcett Greenwood Rose Bay

Justine Esler

Community Kids Berwick

Fatima Furrukh Community Kids Meadow Heights

Leanne Saxton Great Beginnings Aveley

Thank you.

LISA McINNES-SMITH

quality award finalists

Anna Madden & Paula Date Creative Garden Sinnamon Park

Sarah Joyce Kindy Patch Ultimo

Julia Paroz

World of Learning Leumeah

Sarah Schwab Community Kids Chirnside Park

Amelia Kinder Nurture One Napier Street

Tanya De Gennaro Buggles Southlake

people award finalists

Melissa Alford Arthur St Nurture one

Lisa Jordan

Kindy Patch Elermore Vale

Andrea Kanellopous World of Learning Cartwright

Alyce Doughty

World of Learning Riverview

Jacqueline Hoskin First Grammar Bendigo

Fiona Byrne

The Learning Sanctuary Nedlands

Most Improved award finalists

Caroline Ransom Community Kids Manly

Tracey Haaka Kindy Patch Narara

Renee Elliot

Bambinos Harrington Park North

Leah Panelli

First Grammar Mentone

Jacqueline Winbanks Community Kids Golden Square

Yvonne Egan Jellybeans Subiaco

safety award finalists

Amanda Hughes Kool Kids Miami

Rebecca Smith First Grammar Baulkham Hills

Abby Porter

Crest Road Early learning Centre

Rebecca Bradshaw Great Beginnings Pakenham

Christine Cassar Head Start Altona North

Santosh Kumari

The Learning Sanctuary Kings Square

sustainability/community award finalists

Fiona Janse Van Rensburg

Community Kids Glenella

Joanne Ware

Community Kids Freemans Reach

Kim Formosa First Grammar Seven Hills

Kylie Heyfron Community Kids SunburyÂ

Carolyn Hutchins Zebra Early Learning Centre

support office finalists

Brooke Castles

Michael Stevenson

Ingrid Schroder

Ross Caldwell

Julia Holmes

Tania Holmes

Jock Sinclair

Miren Jarque

marketing finance

Integration Property

People & Culture Finance

Operations

People & Culture

rookie of the year finalists

Claire Granzien Community Kids Caboolture

Jean Grima

First Grammar Castle Hill

Julie Co

early Learning centre vattana

Rajni Bhanot

The Learning Sanctuary Park Orchards

Melissa Humphries Head Start Ocean Grove

Kristy Holdcroft

Little Angels early learning centre Bunbury

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Jen

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Sandi Ph

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M e a i d l gwi u ck

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R r i b e a f i r ovs n ki

early learning sector panel

ny S

eamann

workshops Leading change in your centres

Quest for Quality

Attracting and retaining high quality ECT’s

Cultivating a safety culture

HALL 4

HALL 1

Rooms 10-12

Central Rooms B+C