Training modules

Practical training that fills
the gap qualifications leave.

Each module is presented in an easily digestible format, quick to implement in the workplace post session. We offer solo sessions or multiple modules across one or more days, delivered at your facility and mapped directly to the Strengthened Aged Care Quality Standards. We travel nationally.

Our signature framework

Caring with HEART

Every session is built around the Caring with HEART™ framework. Five principles, one word. Module 1 participants leave with a branded Caring with HEART™ lanyard, a practical tool they carry into every shift from the day of training.

H
Here
Be fully present in every interaction
E
Every person has a story
Know it. Use it every shift.
A
Always find a way
Never let process be the reason
R
Recognise the family
They are part of the relationship
T
Take a moment to reflect
What did I learn today?
Frontline training suite

Four modules.
Real skills. Real shift.

Designed for PCAs, support workers and care teams. Each module runs two hours, classroom-based, facilitated in person. Click any module to expand the detail.

1
Standard 1: Outcomes 1.1, 1.2, 1.3
Seeing the person, not the resident
"Every resident walked in with 80 years of identity. Does your team know it?"
2 hrs
+

What participants will learn

  • The difference between process-led and person-led care
  • How to know a resident beyond their care plan
  • The Caring with HEART™ framework in practice
  • Four daily habits that cost no extra time
  • How to communicate with residents living with cognitive impairment

Why it matters

  • 60% of residents live with some form of cognitive impairment
  • Families are often the voice, and the reviewer
  • Standard 1 outcomes demand dignity and identity be honoured daily
  • Participants leave with the Caring with HEART™ lanyard
2
Standard 6: Outcomes 6.1, 6.2, 6.3
The dining experience as care
"Mealtimes are the most social moment of a resident's day. Are you treating them that way?"
2 hrs
+

What participants will learn

  • How five-star food and beverage service translates to aged care
  • Understanding and honouring individual food preferences
  • How the dining room environment affects wellbeing
  • Communication during mealtimes for residents with cognitive impairment

Why it matters

  • Food and nutrition is a dedicated Standard under the new framework
  • Dining complaints are consistently among the most common
  • The dining experience directly impacts quality of life and dignity
3
Standards 1 and 3: Outcomes 1.4, 3.1
Complaint handling and service recovery
"A complaint handled well builds more trust than a service that never went wrong."
2 hrs
+

What participants will learn

  • How to receive a complaint without defensiveness
  • The hospitality discipline of service recovery
  • How to respond with genuine accountability
  • Turning a frustrated family member into an advocate
  • When and how to escalate

Why it matters

  • Every complaint a worker mishandles is a potential ACQSC investigation
  • Feedback and complaints are explicitly covered in Standard 3
  • Families judge facilities on how problems are handled, not just avoided
4
Standard 1: Outcomes 1.1, 1.2, 1.3
Communication, presence and warmth
"The Cert III never taught this. The Strengthened Standards require it."
2 hrs
+

What participants will learn

  • Verbal and non-verbal communication: what five-star service teaches
  • Being present, not just present in the room
  • Adapting communication for residents with cognitive impairment
  • Reading and responding to emotional cues
  • Communicating warmth to families, not just residents

Why it matters

  • Warmth and presence are unmeasured by any national qualification
  • Every interaction is now assessed against Standard 1 outcomes
  • This module directly addresses the qualification gap
Leadership program

The Service Culture
Leadership Program

Full day · All facility leaders

For all leaders within the facility: admin, clinical, hospitality services and maintenance. Culture flows downward. If your leaders are not aligned on the experience they want to create, no amount of frontline training will hold. Happy staff. Happy residents. In that order.

L1
Standard 2: Governance and leadership
Defining your culture
"You can't build a service culture you haven't named."
90 min
+

What leaders will explore

  • What does this home actually stand for, beyond compliance?
  • What should a resident feel from their first day to their last?
  • What behaviours define your culture, and who models them?
  • How five-star hotels define and protect their service identity

Who's in the room

  • Admin leadership
  • Clinical leadership
  • Hospitality services leadership
  • Maintenance leadership
L2
Standards 2 and 3: Workforce and governance
Happy staff, happy residents
"The way you treat your team is the way your team treats residents. Every time."
90 min
+

What leaders will explore

  • Staff experience as a direct driver of resident outcomes
  • Recognition, belonging and retention through a hospitality lens
  • Where the gap between intent and reality is widest in your home
  • Practical changes each function can make immediately

Standards addressed

  • Standard 2: Workforce governance and capability
  • Standard 3: Responsive and coordinated services
L3
Standards 2 and 3: Governance and care
Breaking the silos
"A resident doesn't experience your org chart. They experience your team."
90 min
+

What leaders will explore

  • How admin, clinical, hospitality and maintenance each shape resident experience
  • Where silos create gaps that residents and families notice
  • A shared language for culture across all four functions
  • Unified approach to onboarding frontline staff into your culture

The four functions in conversation

  • Admin: the first and last impression
  • Clinical: care that feels as good as it is
  • Hospitality services: the daily experience of living here
  • Maintenance: the environment that says "you matter"
L4
Standard 2: Governance and leadership outcomes
Leading service: sustaining culture when it's hard
"Culture isn't what you put on the wall. It's what you do when things get hard."
90 min
+

What leaders will explore

  • How leaders personally model warmth and service standards
  • Handling complaints and pressure without breaking culture
  • Protecting the standard when the home is short-staffed or under scrutiny
  • Personal commitment and a tool for keeping culture visible day to day

Standards addressed

  • Standard 2: Leadership accountability and governance
The Service Culture Leadership Program
All four modules, all leaders in one room, one full day. Includes session notes, attendance documentation and a post-session culture action plan for the leadership team.
Book a discovery call
The entry point

The Care Culture Pressure Check

One home. Contained scope.

Every provider has values, policies and standards for how care should feel. The real test is what happens under pressure. Short staffing. A busy meal service. A family with a concern. Agency staff on shift. Handovers running late. The Pressure Check identifies where your intended culture holds up under those everyday pressures, and where it is quietly leaking.

See where your culture holds up. And where pressure causes it to leak.

What we do
Leadership consultation
A focused discussion with your leaders about current pressures, experience issues, and the behaviours you expect on shift.
Frontline culture pulse
A short, practical pulse of your frontline team on whether those expectations are clear, consistently modelled, and achievable under pressure.
Resident and family experience review
A review of complaints, compliments, feedback and NPS data you already hold, to identify recurring themes. We work with what you have wherever possible, rather than creating new administrative work.
Culture Pressure Check
On-the-floor observation of the everyday moments where your intended culture may be breaking down or becoming inconsistent.
Practical team session
A focused session with your team based on what we have actually observed, using real aged care situations rather than generic culture content.
30-day action plan
A small number of clear behavioural and operational priorities, with practical actions your leadership team can implement.
What you receive
Pressure Check reportFindings, culture and experience leaks, and operational implications. Delivered within five business days.
Leadership debriefOne hour with your GM and leadership team to walk through the findings and confirm priorities.
30-day action planThree to five clear priorities your team can act on immediately, with practical steps for each.
Talk to us about a Pressure Check
Get in touch

Let's start with
a conversation.

Every facility is different. We'd rather understand your team, your priorities and your timing before talking numbers. Pricing is available on request and we'll always give you a straight answer.

Our work is designed to improve how teams communicate with residents and families, strengthen staff engagement and reduce the everyday service failures that can become complaints. Compliance documentation is covered every step of the way.

Solo session
A single module at your facility. Ideal for teams wanting to start with one session before committing to more.
Culture Shift Program
All four frontline modules plus The Service Culture Leadership Program, with 30-day and 60-day follow-up sessions online with your leadership team. The complete offering for facilities serious about lasting culture change.
Annual partnership
Four sessions across the year, dates locked in advance, full compliance documentation for every session. A training calendar you can count on.
Book a discovery call Download course overview