ANNUAL REPORT 2004–05 - V/Line

OUR EMPLOYEES (CONTINUED)New training programs were also introduced to bring amultidisciplinary focus to training and development activitiesand to ensure that such activities are always closely alignedwith V/Line's mission, vision and values. The programsincluded:• IT training, particularly refresher training to support theroll-out of IT upgrades• Data Logger Training, covering the three monitoringsystems for data logging of Sprinters, locomotives andVLocity trains• advanced project management.PERFORMANCE REVIEWSPerformance reviews help to identify development needsand ensure that there is a balance of appropriate skills andcapabilities within V/Line.The review process has been revised to support efforts toenhance V/Line's working environment. In particular, itreflects the need for staff to demonstrate that their day-todayworkplace conduct embodies V/Line's values.Career development plans and talent management havebeen incorporated into the performance review process.BUILDING A SUPPORTIVE AND INNOVATIVE WORKENVIRONMENTFostering a high-performance, customer-centred workenvironment is a V/Line priority as the organisation preparesto operate a revitalised regional rail network. To achieve this,an employee engagement strategy is under way which isdesigned to motivate staff, particularly in the area ofcustomer service.V/Line's Spencer Street Station staff have played a majorrole in the development of new customer service standardsto be applied across the organisation.The customer service initiatives have included three newtraining programs to assist all V/Line staff in their interactionswith customers:• The Customer Contact Program focuses on theresolution of customer conflict situations. Between Apriland June 2005, 70 staff from Spencer Street Stationcompleted the course.• The Drug and Alcohol Awareness Program helps staffto deal with customers who are affected by drugs oralcohol. It is expected that more than 200 staff willattend this program over the next 12 months.• The Cultural Awareness Program ensures that staff areaware of and understand the sensitivities of culturaldifferences so that they can respond appropriatelywhen dealing with customers from different cultural orethnic backgrounds.EMPLOYEE OPINION SURVEYAn organisation-wide Employee Opinion Survey wasconducted as part of V/Line's employee engagementinitiative. Its purpose is to assist in identifying not only keyareas where V/Line can pro-actively develop its people butalso ways to improve business operations.V/Line engaged the services of a specialist company todevelop and implement the paper-based survey and toassure staff anonymity and confidence.Results of the survey are expected in September 2005.SERVICE MILESTONESA celebratory event to recognise staff members' significantservice milestones was introduced this year.On Friday 17 June 2005, the first service dinner was held tocelebrate the achievements of 48 staff members who hadreached significant milestones of 25, 40 and 50 years'service. Director of Public Transport Jim Betts was theguest speaker and presentations were made to each staffmember to mark the occasion.EMPLOYEE WELLBEINGIMPLEMENTATION OF NEW MEDICAL STANDARDSAs required by the new Code of Practice for Rail Workers,V/Line achieved the target of 100 per cent Category 1 RailSafety Critical Workers completing their medicalexaminations by 30 June 2005. This means that more than200 staff completed their medical examinations within an18-month period.Overall, 89 per cent of total staff medical examinations havebeen completed, with those outstanding to be completedby 30 December 2005.WORK, FAMILY AND LIFESTYLE INITIATIVESAs part of V/Line's on-going employee attraction andretention strategy, job sharing has been introduced, with apilot program currently under way at the Geelong Station.Initial feedback is positive.V/LINE ANNUAL REPORT 2004–05|35