Email: webflow@template.com
Phone: +1 213 974-3898
In 2021 we enhanced the volunteering experience through three key areas:
A consistent recruitment and induction experience with increased volunteer opportunities
Improved resources including equipment, systems, and processes with which to operate
Enhanced training of our youth to develop the leaders of tomorrow
From recruitment to onboarding, induction and training, we released a range of initiatives to help provide a more consistent and engaging volunteer experience.
An induction program consisting of online learning modules, face-to-face workshops, and a video series were created to help introduce new volunteers to the organisation. Staff, new volunteers, as well as youth members and their parents were able to take part in the program. We also developed a Welcomer Team to help connect new people with a ‘buddy’ member within the organisation.
In 2021 we welcomed more than 850 new volunteers to the organisation.
The expansion of our operational fleet, equipment and systems means St John NSW remains a vital partner in supporting the NSW community while increasing the level of service we can provide. The right equipment dramatically increases patient outcomes, so our focus was on ensuring we have what we need to meet the needs of our community.
"Renewing our fleet and equipment is key to our service delivery. It is essential that our teams have the tools and means to respond and help the community."
Ilan Lowbeer,
Commissioner
Our youth teams attended over 3,000 Hours of Proficiency badge training across a range of skills including healthcare, safety and leadership
Over 1,500 hours of youth leadership training was delivered via our state coordinated courses
We designed and developed 20 new youth learning modules to strengthen our curriculum
In 2021 we created an interactive Youth induction program with the aim to upskill the future leaders of St John NSW.
More than 20 self-paced eLearning modules were developed covering topics such as personal safety, burns, bites and stings, anatomy, and defibrillation. Additionally, our youth members could complete proficiency badges to help nurture skills in areas including communication, research skills, dressing a wound, medications and caring for the sick.
Our Youth Leadership courses were also re-formatted to be offered live in an online environment in lieu of their traditional format, to ensure we continued to develop our youngest leaders during difficult parts of COVID.
"While it hasn't been easy, in 2021 the pandemic demonstrated how extraordinarily resilient and adaptable our youth leaders and members are. Meeting requirements have seen online meetings, social and other developmental opportunities keep our youth members up-to-date and engaged with St John NSW."
Benjamin McClure
Deputy Commissioner - Youth
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We are reimagining the way our teams work so we can better meet our customer needs, embed a culture of customer-centricity and focus on the quality of services we deliver. The launch of the St John NSW CX Program enabled us to better understand our customers, empower our frontline teams to deliver a stronger experience for customers, and analyse feedback across our core products and services.
In 2021 we worked closely with long-term clients through a number of Customer Journey mapping workshops to understand the customer lens and surface pain points within their experiences, as well as uncovering key strengths and opportunities.
Out of these workshops came the development of our four Customer Principles:
Expertise – We will draw on over 135 years of knowledge to help guide our customers and find the right solution for their needs.
Easy – We will work with a clear focus on customer needs and enablement.
Proactive – We promise to listen actively and be solutions-focused in our approach.
Strategic Partnerships – We value the trust our customers place in us and strive to create meaningful relationships.
The development of a new Workforce Planning Team allowed us to better manage long-term deployments and surge capacity requirements when St John NSW was called upon for assistance.
