The situation
The provider held behaviour support plans that staff were required to implement, but implementation training was delivered as a verbal handover at shift change. Plan fidelity was unknown, incident reporting quality was inconsistent, and there was no evidence trail showing that staff had been trained on the strategies they were accountable for.
What we did
We built the training as a product rather than a document: nine interactive modules covering how the participant's interacting diagnoses shape presentation, what staff might observe, and how to respond. Scenario based spot checks, language swap cards, a knowledge check and a certificate on completion, with results captured centrally.
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What the measurement found
Completion was never a motivation problem. It was a format problem. When the training was built for the way staff actually work, in short modules that could be done on a phone between tasks, completion moved without any change to the incentive structure.
The result
94 per cent of rostered staff completed within three weeks. Completion records now sit in the provider's quality system as evidence for audit, and the same architecture has since been reused for two further participants at a fraction of the original build cost.