Brotherhood of St Laurence

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Centrelink's review and appeals system follow-up audit : Centrelink. /

by Australian National Audit Office.

Publisher: Canberra, A.C.T. Australian National Audit Office 2007Description: 131 p.Notes: BSL Employment Services involved in assessment procedures for audits.Availability: Items available for loan: Brotherhood of St Laurence (1).

Complaintline. /

by Complaintline.

Publisher: 05/26/2004 15:04:46http://www.complaintline.com.au/ 2004Notes: Description based on contents viewed : 05/26/2004 Mode of access : WORLD WIDE WEB ONLINE RESOURCESummary: Cataloguer's description: Complaintline is an on-line gateway for customers and consumers. It provides access to a several external dispute resolution schemes, codes of conduct, codes of practice and customer contracts.Availability: Items available for loan: Brotherhood of St Laurence (1).

Fish! : a remarkable way to boost morale and improve results. /

by Lundin, Stephen | Paul, Harry | Christensen, John.

Publisher: London, U.K. Hodder & Stoughton 2002Description: 112 p.Summary: Written as an entertaining parable, this small book describes how a manager transforms a chronically unenthusiastic and unhelpful department into an effective team.Availability: Items available for loan: Brotherhood of St Laurence (1).

Fish! : catch the energy : release the potential. /

by Charthouse Learning | Parke, Katie | Lundin, Stephen C.

Edition: 2nd ed.Publisher: Burnsville, MN Charthouse Learning 2003Description: 1 videodisc (DVD (17 min.) : sd., col. ; 4 3/4 in. + 1 guide (88 p.) and 1 work play book / Katie Parke (28 p.).Notes: PEOPLE WORK & CULTUREAvailability: Items available for loan: Brotherhood of St Laurence (1).

From the margins to the mainstream : the challenges for microfinance in Australia

by Burkett, Ingrid | Brotherhood of St Laurence | Sheehan, Genevieve.

Publisher: Fitzroy, Vic. Brotherhood of St Laurence 2009Description: vi, 58 p. : ill.Online Access: Electronic copy Notes: December 2009 Summary: This report of research undertaken by the Brotherhood and Community Foresters Finance draws on the literature and stakeholder consultation to explore microfinance in Australia, highlighting the need to achieve sustainability, scale up successful pilot programs and measure impact on financial exclusion. The recommendations point to next steps to meet these challenges.Availability: Items available for loan: Brotherhood of St Laurence (1).

Improving Department of Social Security client service and performance /

by Blaskett, Beverley.

Description: 14p.Online Access: DOWNLOAD PDF Notes: Paper presented to the DSS West and South-West area Managers' conference on client service, 11th June 1992Availability: Items available for loan: Brotherhood of St Laurence (1).
Items available for reference: BSL Archives (1).

Management tips. /

Publisher: 2001Availability: No items available

Managing complainants and difficult conversations : the handbook. /

by Condliffe, Peter.

Publisher: McKinnon, Vic. MFA 2007Description: 46 p.Notes: Includes bibliographical references (p. 44)Summary: This manual is based on the premise that we can learn to develop positive individual, group and social relationships by learning about conflict and why it happens.The author asks three essential questions: ; What happens in various difficult interpersonal encounters or difficult conversations? ; How do we respond to these difficulties? ; How can we respond better?Availability: Items available for loan: Brotherhood of St Laurence (1).

Purchaser-provider in social policy delivery : prolegomena to an evaluation of the Centrelink arrangements. /

by Rowlands, David.

Publisher: 1999Description: p. 221-240.Notes: Rec. no. for conference: B9540 (v. 1) ; B9541 (v. 2) December 1999 Includes bibliographical references indexed chapterAvailability: Items available for loan: Brotherhood of St Laurence (1).

Quality customer care. /

by Scott, Joan.

Publisher: Birmingham; U.K. PEPAR 1992Description: 32 p.Notes: missing 2006Availability: Items available for loan: Brotherhood of St Laurence (1).

Reconnecting the customer : response to the Australian Communications and Media Authority's draft public inquiry report / BSL

by Brotherhood of St Laurence | Finlay, Sally.

Publisher: Fitzroy, Vic. Brotherhood of St Laurence 2011Description: p. 14 PDF.Online Access: Electronic copy Notes: July 2011Summary: A key area of interest to the Brotherhood in the Draft Report was the research conducted in the area of behavioural economics. Findings indicated that incentives for telecommunications providers to provide adequate customer service were often weak.Availability: (1)

Responding to our diverse community : Hume City Council : access and equity policy and minimum standards. /

by Hume City Council. Strategic Planning Department.

Publisher: unpub. 1996Description: 1 v.Notes: December 1996Availability: No items available

Submission to ACMA's reconnecting the customer consultation /

by Brody, Gerard | Brotherhood of St Laurence.

Publisher: Fitzroy, Vic. Brotherhood of St Laurence 2010Description: PDF.Online Access: Electronic copy Notes: September 2010Summary: In its submission to the Australian Communications and Media Authority (ACMA), the Brotherhood of St Laurence highlights some of its major concerns regarding the systemic causes of dissatisfaction ; in the telecommunications industry, especially the problems faced by disadvantaged and vulnerable ; people, and how it believes they can be strategically addressed in the converging communications ; environment. While we are aware that the review is ostensibly about complaints and best practice ; in complaints handling, the Brotherhood believes that it would be more beneficial to address the ; causes of complaints rather than how complaints are handled.Availability: (1)

Submission to the Centrelink Rules Simplification Taskforce /

by Brotherhood of St Laurence | Brotherhood of St Laurence.

Publisher: Brotherhood of St Laurence uuuu; Unpub. 2001; Fitzroy, Vic. Brotherhood of St Laurence (unpub.) 2001Description: PDF.Online Access: DOWNLOAD PDF Notes: April 2001; May 2001Availability: Items available for reference: BSL Archives (1).

Submission to the Essential Services Commission : review of effectiveness of retail competition in gas and electricity. /

by Fitzroy and Carlton Community Credit Cooperative | Brotherhood of St Laurence.

Publisher: Fitzroy, Vic. Brotherhood of St Laurence 2004Description: PDF.Online Access: Electronic copy Notes: Joint submission from the Brotherhood of St Laurence and the Fitzroy and Carlton Community Credit Cooperative. April 2004Availability: Items available for loan: Brotherhood of St Laurence (1).
Items available for reference: BSL Archives (1).

Submission to the Essential Services Commission: review of effectiveness of retail competition in gas and electricity /

by Brotherhood of St Laurence | Fitzroy and Carlton Community Credit Cooperative.

Publisher: Fitzroy, Vic. Brotherhood of St Laurence 2004Description: 4p.Notes: Joint submission from the Brotherhood of St Laurence and the Fitzroy and Carlton Community Credit Cooperative. April 2004Availability: Items available for reference: BSL Archives (1).

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