Discover CPL's step-by-step journey of re-evaluating and redesigning their employee benefits strategy recognition and recognition experience, and company-wide communications approach in a way that brings their entire workforce together and helps them celebrate and grow their success and client care.
Choice, Passion, Life (CPL) achieves its mission to build an inclusive society for all people by providing support services for children and adults with disabilities across Queensland and northern NSW. For over 70 years, CPL’s team has helped thousands of people of all ages
chase their best lives, take on new opportunities and achieve amazing goals.
Many work in client homes or spend their day in face- to-face consultations – often they’re not in an office or accessing a computer, and most of them don’t have CPL email addresses or access to the intranet. Having a dispersed employee demographic with a variety of roles and age groups across the business presents unique engagement and communication challenges, as does being a not-for-profit organisation with a limited budget.
Number of employees:
Offline vs offline
68% offline/mobile, 32% online
Male vs female:
Number of Locations:
60 offices, along with client and community sites
Employee benefits, employee recognition, employee communications
To attract and retain exceptional employees who would provide each client the care and attention required, CPL knew it needed to communicate a strong Employee Value Proposition and unite its existing workforce. Its leaders launched an employee survey to gather benchmark data about employee satisfaction of existing engagement initiatives, and how these could be improved to impact employee motivation and productivity, and ultimately, client satisfaction and business results.
The current benefits offering was not hitting the mark, since many employees didn't qualify for or couldn't access the benefits on offer. The existing recognition and reward program needed improvement too; recognition was ad hoc and rewards were manually administered and focussed mostly on tenure recognition where people received physical gifts after five, 10 or more years of service.
Since many CPL employees work in homes or in the community, and some are assigned a single client, they don’t interact with other team members regularly. Email was the primary method of communication but the team didn’t want to flood inboxes with too many notifications, and the organisation wanted a way to create two-way conversations and convey more than just transactional information.
After reviewing the employee feedback, CPL assessed whether implementing a technology-based platform for
its engagement program would be the most effective solution, given the dispersed and predominantly offline employee demographic.
Its leaders knew that with a geographically dispersed workforce, effective two-way communication with
our employees required using technology. CPL looked at a number of different platforms, however, as many of its employees are hired on a casual basis and earn a fairly base level wage, they wanted to provide an option that would help support their day-to-day living and help amplify they disposable income.
Reward Gateway’s employee engagement hub was chosen as the preferred solution, as it gives employees access to benefits, recognition and reward and communication from a single platform. It was also securely accessible without
a company email address, and available on smartphones, personal computers, or any internet-enabled device whether at home, traveling or in the office.
CPL launched the program “Caboodle”, choosing the name as it reflected the “all in one” intention for the hub, and ensuring the colours, language and graphics used throughout the platform aligned with the CPL brand.
Over a six- week period, CPL's CEO and People Team ran roadshows to demonstrate the different elements of the program, answer questions, and set up mobile phones and tablets so employees could register and log into Caboodle and start using it straight away.
Today, Caboodle is the go-to source of information and central to the everyday lives of CPL employees. Every time the organisation communicates an update or project, Caboodle is part of the campaign. CPL employees also have a choice of different eCards to send to each other through Caboodle, which have become a popular way of recognising peers from anywhere, at any time.
One year after launching Caboodle, results from the employee engagement survey showed satisfaction with employee benefits rose 16%, and satisfaction with communication rose 7%.
CPL employees use this platform after they finish work, when they're on their phone on the bus or when they're at home with a bit of down time with a cup of tea. It now allows them to see what is great about working at CPL, ad how that translates to their day-to-day work.
increase in satisfaction of benefits offering
eCards sent through the platform within first 6 months