Tolchard

Happy Valentine's Day, everyone! Today, let's talk about "ghosting" in the human services sector. Ghosting is when communication with someone abruptly ends without explanation, leaving people feeling confused and unsatisfied. In the human services sector, ghosting is most commonly observed when a participant or customer needs support and guidance outside of scheduled service.

Front-line teams can feel overloaded with regulatory admin and compliance, causing casual requests to take a back seat. This creates a vicious cycle, leaving both parties feeling stressed. To overcome the ghosting phenomenon, it's important to have an active service charter with checks and balances, review service quality, and incorporate time for participant follow-up and service design recommendations.

So, let's accept the challenge of meeting our customers' rolling and unpredictable needs, design workflows accordingly, and hire people committed to excellence in service. Tolchard can assist with the design of human-centred work design that considers the reality of supporting people with diverse and unpredictable support needs. Get in touch, and don't whatever you do be a bad date for your customers!

Did you know that my business has an evil twin? Every week, he gets out to share an inhumane-centred design observation from the land of human services. Whilst I'm having a bit of fun with this, challenging the things we have come to accept as normal but don't feel right can be the most effective place to start. I see this hand from the grave every day of my life, and it's not OK.

At Tolchard, we have no time for fluffy, woo-woo nonsense. There is too much to fix and create for all that. We offer Human-centred design services that cut to the core of the matter by placing the participant as the hero in their own story. We support organisations to access and listen to participants' knowledge and experiences in ways that allow for rapid testing of new, participant-led ideas. The benefit to the organisation is substantial, but what's in it for participants?

Let's start at the beginning. Over the coming week, I'll explore the foundations of human-centred design. I'll use examples of real-time work to evidence the approach and impact. For today, What is it?

Nice to be in my new home and great to be working alongside folks who know how to bring ideas to life and take them market. Next time you're around 191 St George's Tce..make sure you say hello.