The aim of Upskill+ is to improve the engagement skills of your case managers/ caseworker to assist clients achieve their goals.

What is the single best opportunity to improve outcomes for your clients?

Use Upskill+ to train you staff to improve their engagement skills with clients.

Why Upskill+ improves client outcomes

There are over 1.2 million people who work as health workers, case workers or support workers in the health, mental health, child protection, education etc systems in Australia. Imagine if there was a cost-effective training program to help these staff improve outcomes for their clients.   UpSkill is such a training program.

The process of supporting these clients, especially those with complex needs, involves helping the client to set goals for their recovery and identifying the support they need to achieve those goals.

For clients to do so they must be able to trust their worker. The relationship that embodies such trust is called a ‘therapeutic relationship’. In this context, engagement skills are those that assist the worker in establishing a therapeutic relationship. Without such a relationship the client will be unwilling to identify deep seated vulnerabilities that hold them back from achieving their goals.

Psychologists have long realised that it is not necessarily the type of psychotherapy (eg Cognitive Behaviour Therapy, Acceptance and Commitment Therapy etc) that results in improved outcomes but the clinician’s ability to engage with the client ie the therapeutic relationship.

Many workers, especially those who have not had the opportunity to train as social workers or psychologists, may struggle to demonstrate the engagement skills required to establish a therapeutic relationship via pre-requisite engagement skills.

Upskill+ provides your staff to learn engagement skills via an interactive and structured process.

Who is it suitable for?

Reduced incidence of WorkCover claims either from physical injury or stress related claims.

    Program outcomes

    Upon completing the Upskill+ program your staff will be:

    • better equipped to form therapeutic relationships with clients resulting in better outcomes for clients
    • less likely to violate professional boundaries with clients
    • less likely to experience burnout resulting from their work with clients with complex needs


    What is UpSkill?

    The aim of UpSkill is to improve the way your staff engage with clients. These skills are called ‘interactions skills’ or ‘engagement skills’. UpSkill is designed for staff who regular direct contact with clients on an ongoing basis.

    Examples of staff include:

    • Support workers
    • Case managers
    • Caseworkers
    • Youth workers
    • Personal carers
    • Community correction workers
    • Juvenile justice workers
    • Family Violence workers
    • Foster care workers
    • Outreach workers
    • Family preservations
    • Peer Support workers
    • Teachers/teacher aides
    • Social carers

    Why can UpSkill improve outcomes for my clients?

    Researchers have long questioned whether the effectiveness of psychotherapy is due to the type  of psychotherapy ie Cognitive Behaviour Therapy (CBT), Dialectical Behaviour Therapy (DBT) etc or the engagement skills of the therapist. It is undeniable that engagement skills play a significant role in determining the effectiveness of any intervention.

    Thus UpSkill aims to improve the engagement skills of your staff so as to improve client outcomes. But UpSkill is not ‘therapy’ it is better engagement with clients.

    UpSkill is cost effective because it blends online learning with traditional classroom learning.

    What is Inclusive Practice?

    Inclusive practice is a process of identifying, understanding and breaking down barriers to participation and belonging. UpSkill helps your staff identify and understand such barriers because of its radically non-judgemental stance.

    Should my organisation invest in UpSkill?

    UpSkill makes sense if your workforce of case workers and support workers is made up of people who do not have formal training in social work or psychology. Additional considerations include:

    1. Are clients making complaints that your staff do not understand them, are insensitive or cross professional boundaries?
    2. Are your clients (especially NDIS clients) leaving your agency for other agencies?
    3. Are you experiencing high turnover of staff?
    4. Do you suspect that your staff do not act in an inclusive manner with clients
    5. Do you have problems recruiting qualified social workers/trained nurses and need to upskill people with Cert 11, 111 and IV qualifications?


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