G8 Education 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
17
Centres that
did not have
Child or Team
incidents or
accidents
10
Centres
above 100%
occupancy
A collaborative,
co-creation approach
to initiatives and
projects
109
centres
above 90%
occupancy
2018 Highlights
Continued investment in our people
$4.1M spent in
training and L&D
$10M worth of
child care discounts
10% wage
increase for ECT’s
Additional training & professional development
resources available on the Learning Lounge
$4.8M paid in
incentive payments
Introduction of
Playground
31,980 free uniforms
and First Aid training
750 team members studying via G8’s
traineeship & sponsorship program
$35M
spend on
Capex
$1M
spend on Wi-Fi
upgrades
Continued investment
in our centres
11
new Centres
opened
181
Centre refresh/
refurbishment
projects
3
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

Amanda Constable
Stephanie James
Nicole Gaby
Mel Hendry
Hayley Miller
Vicky Packer

2018 Challenges
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
Child incidents & accidents
team incidents & accidents
1486
1291
341
Educator harm
allegations &
complaints
130
Children Unaccounted
for both on premises &
exited premises
1015
Injuries, Illness,
Health & Wellbeing
& bus incidents​
549
notifiable
complaints
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
77%
services met or
exceeded the NQS
BENEFITS AND
IMPROVED
AFFORDABILITY TO
BOLSTER OCCUPANCY
• 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
• Occupancy at high appeal, high
quality centres has remained strong
through current market cycle
• Scale operators are better positioned
to provide differentiated offerings &
higher quality centres
HIGHLY
FRAGMENTED
WITH STRUCTURAL
GROWTH DRIVERS
• Top 5 players have only circa 20%
market share. Approximately 70%
of centres are small operators
• Government and business leaders
committed to increasing female
workforce participation rate
• Strong bi-partisan government
support
• Continued strong population
growth from births and migration
SUPPLY
GROWTH
MODERATING
• Latest industry supply data indicated
the rate of supply growth slowed in
CY18 Q4
• Continued tightening of bank
funding to developers is likely to see
this trend continue in CY19
• We maintain our view that the
market will be more in balance by
mid to late 2019

g8 at a glance
TOTAL
519
WESTERN AUSTRALIA
68
CENTRES
QUEENSLAND
73
CENTRES
CENTRES
41,000
australia’s
licensed places across
australia and singapore
11,000
early childhood
educators
52,000
children per week
SINGAPORE
17
CENTRES
SOUTH AUSTRALIA
29
CENTRES
VICTORIA
134
CENTRES
NSW
188
CENTRES
ACT
10
CENTRES
largest
listed early
childhood education
& care (ECEC) provider

our journey
BUILT SCALE
• 500 centres
• 24 “brands”
ASX LISTING
• Acquisition strategy
• 47 centres
DEC
2007
COMPANY
FOUNDED
FEB
2007
INTEGRATION
• Xplor HOPE
• Rostering
• Call centre
• Child and team safety
frameworks
• Enrolment and Transition
improvements
• Repair and Maintenance
program
• People and culture programs
QUALITY
• Centre refresh and refurb program
• Embed work routines
• Leadership and Management training
• Education Strategy
• Quality Improvement team
INNOVATION
• Roll out differentiated
customer offer
• Best practice framework
and hub
• Centre design
DEBT +
EQUITY RAISING
• To fund
Greenfield
new centre
pipeline and
restructure
balance sheet
May
2017
NEW
LEADERSHIP
TEAM
2017
2007-
2016
INTEGRATION
• CRM
• Xplor Core/CCMS
• Leadership development
• CCS reform
Inherited
• c.480 centres
• Singular focus on growth
• Decentralised decision making, processes,
systems, training and rostering
Achieved
based on quality and innovation
• Centralised processes and support
• Integrated systems on time for CCS
• Standardised training, reporting
and processes
QUALITY
• Refresh program
• Training program
• NQS refresh
INNOVATION
•
• Pilots
• Customer
research
Next 12-18 months
work routine, call centre
• Industry leading Education strategy
and experience
• Embedded performance culture
2019 2020+
Medium term
• Early Learning champion and innovator
• Quality leader
• Employer of choice
• Industry leading occupancy
• Best ‘value’ provider
in sector
12%
TEAM
TURNOVER
82%
MEETING AND ABOVE
ASSESSMENT AND RATING
81%
GROUP
OCCUPANCY

our ambition
employer of choice
sector leadership
safe organisation

strategic
foundations
Margo cashman
bread & butter
Vanessa steward
people craft

5 starting 6 settling in 7 retention
• Get the credit you deserve
Where to look for your bunnies...
Where to look
Where to look
for your bunnies...
for your bunnies...
• Welcome into
• Case managed
I KNOW NOTHING
1 pre-search 2 short list 3 choosing a centre 4 enrolling
DIFFERENT CENTRE TOURS
feel part of the
centre community
ANXIOUS,
EMOTIONAL AND
changes to your L&D
programme
HAPPEN IT MAKES
ME QUESTION IF MY
THE ONLY WAY TO MAKE A
by linking the positive
WHEN CHANGES
wait lists
and make them
DECISION IS TO GO ON LOTS OF
UNSURE OF WHAT
CENTRE IS STILL THE
ABOUT CHILD CARE
WHERE DO I EVEN
TO DO – HELP ME!
BEST OPTION
START?
GOOD CENTRES
their child
Where to look for your bunnies...
ARE HARD TO GET
INTO. I’M WORRIED
Where to look for your bunnies...
• More info to self select
Where to look
for your bunnies...
THEY ARE IN A
ROUTINE AND WE
• Create multiple relationships
(harder to leave)
Where to look
for your bunnies...
• Websites
ABOUT EVEN
GETTING A PLACE?
• More info on
parents & child
• More personalised tours
I HAVE A SPOT, BUT
HAVE I MADE THE
RIGHT DECISION?
• Orientation and
processes to show
families ‘the
ropes’
ARE STARTING
TO SEE POSITIVE
CHANGES
• 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
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
2019
near-term key
initiatives
People
Experience
Education strategy
CRM and Call Centre
(Customer Experience Team)
Network
optimisation
CM and AM Work Routines
NQF
foundation
Innovation
Network growth
strategy
GOAL
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

people experience
Together we can make G8
Education an Employer of Choice
in the Early Learning Sector!!
WHAT ARE WE WORKING TOWARDS?
WHAT ARE THE BENEFITS?
• Onboarding & induction
• Workforce Planning Methodology &
Tools
• Employment Branding
• Workforce Management System
(HRIS & Rostering)
• Our Team drives Centre
Performance
• Engaged Team Members are better
for Centres
• 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
• Operational training
• Resources and tools for individual
Development Plans
• Retaining quality talent and
developing future leaders
• Enhanced performance

CM & AM Work routines
WHAT ARE WE WORKING TOWARDS?
WHAT ARE THE BENEFITS?
• 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’
• 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
• 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
• Integrating child safety and team safety policies and processes
• Decreased incident/accidents for team and children
• Educators are vigilant, capable and empowered to
report allegations or suspicions of abuse and neglect
• Updated Child Safe Code of Conduct and new Child Protection
Practice Manual
• Updated learning lounge packages including bespoke training
developed in partnership with Bravehearts
• 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

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
• Identify areas of opportunity and providing support
• Better outcomes for children and educators
• 10%pts improved Occupancy between Meeting
and Working Towards
• Developing a Quest for Quality culture
• Elevated reputation for Centres, our people and
the organisation

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
• Success in great CX underpinned by amazing PX
• You deliver a world leading experience
• We all unite on removing pain points
for families
• Leading Social Change
• Your role as part of the extended family

PRE CENTRE
AT CENTRE
PRE SEARCH SHORT LISTING CHOOSING ENROLLING STARTING SETTLING IN
RETENTION
THE
STAGE OF
THE JOURNEY
(co-ordinates)
Cracking
the child
care code
Playing
the wait
list game
Learning
the job
It’s starting
to get real
Fear of the
unknown
Finding
your feet
Managing
change
WHAT YOU
CAN EXPECT
TO SEE
(the terrain)
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!
Getting your child into a good centre is a game
you have to play it right
The first step is making sure that they don't miss out
on a spot by being on multiple wait lists
But multiple wait lists take more time to sign up to
and manage – it's hard work!
The tour is the main source of information
(parents have to learn on the job)
Parents interpret the 'vibe' of the centreand trust
their instincts to asses if this feels likethe right
centre for their child
Relief that we are in. I can stop worrying. We at least
have a place
But now I have to face leaving my child with
strangers – have I made the right decision?
In a highly anxious and emotional state, parents and
their child arrive on their first day not knowing what
really to expect
They are unfamiliar with the routines of a centre
and often the basics of what to do
Now I am reassured that my child is OK and we are
comfortable with the 'logistics'
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
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
I want a sense of certainty that my child will get in to a
good child care centre
I can imagine my child being happy at this centre
The enrolment process itself and centre staff have
reassured me that I have made the right decision
for my child
How willing ~ happy the child is to leave their parent
(or at least how quickly they settle down)
How quickly parents and children feel comfortable and
confident with the routines and processes in the centre
My child is now in a routine and eating, sleeping
and behaving as they should - back to normal
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
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)
KEY
TOUCH
POINTS
(typography)
The website
Call centre/CRM The centre tour The enrolment process
Orientation & on boarding Start to educate parents
about the centres L&D program
Addressing drop off & pick up issues
Better handling the changes in staff & rooms
Reinforce L&D pathways and communication
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)
After enrolment there is a long gap where nothing happens
(an anti climax)
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
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
Lack of understanding on the L&D programme and lack of
individual feedback on my child’s development
Staff changes Changing rooms Learning Drop off Pick up
Lack of transparency about staff
leaving - brushed over
Poor introduction of new staff to
parents - who am I leaving my
child with?
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
Lack of individual feedback about my
child (more group feedback)
There is no structured approach to
L&D (Learning pathway/ framework
not central)
A dedicated/ specialist pre school
programme
Lack of staff (parents late for
work, upset children)
Poor communication (important issues
not acted on, feels unprofessional)
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
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.
G8 does the leg work and manages the process for
you, they make sure you know about all the possible
opportunities that are available
Centre-centric websites that provide specific details of
individual centres
Before a tour, offer a detailed information pack to
provide another opportunity for self selection
Design a customised tour experience
(based on segment profile and needs of the child)
Look for ways to simplify, streamline and personalise the
enrolment process
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
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)

customer engagement team
WHAT ARE WE WORKING TOWARDS?
WHAT ARE THE BENEFITS?
• Sector leading, Customer Engagement experience built
with your input
• Retaining families on the Journey removing off ramps
• Removing the CRM administration
• Capturing all your prospective & enquiring
families
• 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?
• Automated suggestive rostering
• Award and regulatory interpretation
• Geographic casual labour pooling
• Co-creation with business, award
and rostering rules
• Saves CM time and improves
effectiveness of rosters
• Delivers compliant rosters meeting the
requirements of Awards and Regulations
• 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
• Comprehensive approach to Centre refresh
program & refurbishments
• Enhance value – quality, compliance and cost
• Better outcomes for children and educators
• Improved Occupancy and NQS outcomes
• Intentional and purposeful design

Network growth strategy
WHAT ARE WE WORKING TOWARDS?
WHAT ARE THE BENEFITS?
• Responsible growth agenda using data led mapping to
target locations
• Improved methodology for Greenfield and Brownfield
developments
• Delivering differentiated and “fit for purpose” Centres
• 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
• Commercial partnerships with Landlords and Developers

Centre manager of the year FINALISTS

Julie Wisemantel
Racheal Morris
Katie Tran
Christine Da Silva Mota
Andrea Boxshall
Leanne Saxton
Grasshoppers Early
Nurture One
First Grammar
Community Kids
Penguin
Great Beginnings
Learning centre
Albert St
Cabramatta
Springvale South
Caroline Springs
Aveley

area manager of the year FINALISTS

KAREN
Melanie
Kristel
Cassandra
Leigh
COYNE
Tapulaaia
Smylie
Black
Harding

Core Values award finalists

Brooke Marozzi
Cathy Henein
Shawnee Fawcett
Justine Esler
Fatima Furrukh
Leanne Saxton
Pelicans in
Sydney Cove West
Greenwood
Community Kids
Community Kids
Great Beginnings
the City 1
Early Learning
Rose Bay
Berwick
Meadow Heights
Aveley

Thank you.

LISA McINNES-SMITH

quality award finalists

Anna Madden &
Paula Date
Sarah Joyce
Julia Paroz
Sarah Schwab
Amelia Kinder
Tanya De Gennaro
Creative Garden
Kindy Patch
World of Learning
Community Kids
Nurture One
Buggles
Sinnamon Park
Ultimo
Leumeah
Chirnside Park
Napier Street
Southlake

people award finalists

Melissa Alford
Lisa Jordan
Andrea Kanellopous
Alyce Doughty
Jacqueline Hoskin
Fiona Byrne
Arthur St
Kindy Patch
World of Learning
World of Learning
First Grammar
The Learning Sanctuary
Nurture one
Elermore Vale
Cartwright
Riverview
Bendigo
Nedlands

Most Improved award finalists

Caroline Ransom
Tracey Haaka
Renee Elliot
Leah Panelli
Jacqueline Winbanks
Yvonne Egan
Community Kids
Kindy Patch
Bambinos Harrington
First Grammar
Community Kids
Jellybeans
Manly
Narara
Park North
Mentone
Golden Square
Subiaco

safety award finalists

Amanda Hughes
Rebecca Smith
Abby Porter
Rebecca Bradshaw
Christine Cassar
Santosh Kumari
Kool Kids
First Grammar
Crest Road Early
Great Beginnings
Head Start
The Learning Sanctuary
Miami
Baulkham Hills
learning Centre
Pakenham
Altona North
Kings Square

sustainability/community award finalists

Fiona Janse
Joanne Ware
Kim Formosa
Kylie Heyfron
Carolyn Hutchins
Van Rensburg
Community Kids
First Grammar
Community Kids
Zebra Early
Community Kids Glenella
Freemans Reach
Seven Hills
Sunbury
Learning Centre

support office finalists

Brooke Castles
Michael Stevenson
Ingrid Schroder
Ross Caldwell
marketing
Integration
People & Culture
Operations
Julia Holmes
Tania Holmes
Jock Sinclair
Miren Jarque
finance
Property
Finance
People & Culture

rookie of the year finalists

Claire Granzien
Jean Grima
Julie Co
Rajni Bhanot
Melissa Humphries
Kristy Holdcroft
Community Kids
First Grammar
early Learning centre
The Learning Sanctuary
Head Start
Little Angels early
Caboolture
Castle Hill
vattana
Park Orchards
Ocean Grove
learning centre Bunbury

Sandi Phoenix
Jennifer Ribarovski
Dr. Kaylene Henderson
early
learning
Julie Madgwick
Anthony Seamann
sector panel

workshops
Leading change
Quest for
Attracting and retaining
Cultivating a
in your centres
Quality
high quality ECT’s
safety culture
HALL 4
HALL 1 Rooms 10-12
Central Rooms B+C