Case Study: DFFH: Client Incident Management System Training

DFFH: Client Incident Management System Training

“Helping a major public sector department assist service providers to implement policy changes”

Helping a major public sector department train service providers in their Client Incident Management System (CIMS).

The Challenge

The Department of Families, Fairness and Housing (DFFH) faced a critical need to ensure consistent and accurate use of their Client Incident Management System (CIMS) modules across all service providers. The challenge was twofold, with a need to

1. Provide comprehensive training to a wide range of staff with varying levels of familiarity with the system.
2. Align training materials with a new policy set to take effect.

Staff needed to be proficient in identifying and managing client incidents, completing detailed reports, and adhering to policy requirements—all within a complex IT system.

Additionally, the training modules had to be self-paced, engaging, and accessible to meet the diverse needs of learners.

Our Approach

DFFH engaged the Liberate Learning team to design, develop, and deliver two robust, multi-faceted learning solutions tailored to the Department’s needs, in close consultation with the department’s team:

CIMS eLearning Modules

• We developed interactive eLearning modules focused on key aspects of the CIMS process. The modules were designed to be completed within 45 minutes across the two modules, blending engaging visuals with interactive scenarios for a practical learning experience.
• The Department further produced step-by-step videos to guide staff through using the CIMS IT system, from creating incident reports to endorsing and submitting them, easy-to-navigate suites of user guides for the CIMS IT webform and incident register, offering support for all roles involved in the reporting process and a simulated training environment where staff could practice creating and submitting incident reports. This practical approach helped reduce errors and build confidence in real-world applications.

Outcomes

The CIMS learning and development initiative delivered measurable improvements in staff competency and operational efficiency.

• Policy Alignment: Staff were fully prepared for the December 2024 rollout of the updated CIMS policy, ensuring a seamless transition.
• Improved Efficiency: The interactive eLearning modules and practical training environment equipped staff with the skills to manage incidents accurately and efficiently, reducing reporting errors.
• Enhanced Engagement: The self-paced design and engaging content maximised participation and completion rates across all service providers.
• Scalable Solution: The training suite provided a sustainable, scalable approach that can be easily updated as policies or processes evolve.

Liberate Learning’s multi-modal approach ensured that the Department’s service providers were not only compliant but confident in using the CIMS IT system, driving excellence in incident management and reporting. Offering a suite of tailored eLearning modules, instructional videos, user manuals, and a hands-on training environment proved a to be a winning formula; the project empowered service provider staff to effectively manage and report client incidents in alignment with the department’s updated policies.

Take a closer look at this project