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Board Governance for All Providers: Building it Backwards

Workshop overview:

This workshop is designed with the older person receiving care services, at the centre, and focuses on insight gained regarding the quality of customer experience, as the base indicator of successful governance.  

The workshop will provide a snapshot of governance obligations and explore tools to build your knowledge of the interface between front line service delivery to meet compliance needs. 

 With the opportunity to submit key issues or questions prior to the session, participants are encouraged to engage in an interactive discussion of the hot topics facing those responsible for board governance. 

 Designing your service to deliver a high-quality experience across the entire customer journey, will enable your organisation to be equipped to meet governance requirements and prepare for reform.  


Who should attend: 

Board members, senior management, executive management, quality and risk managers in all Aged Care settings.


Outcomes of this workshop:

  • A practical approach to understanding the interface between front line service delivery and back-of-house organisational governance 
  • Access to tools and resources to confidently plan for change and build your knowledge of organisational governance requirements under the Aged Care Quality Standards 
  • Learn how to use consumer feedback to inform continuous improvement at all levels of your organisation 
  • Learn adaptive service design concepts to stay ahead of Government reforms and prepare for change 
  • Opportunity to answer questions on key issues and hot topics of concern. 

About the facilitator:

Anna Millicer has worked in community aged care for 30 years, primarily in home care management, advocacy, research, best-practice service design and project management. Anna has worked within both consumer and provider peak bodies and brings that unique perspective to the table. As an incumbent home care board Director herself, Anna also understands the challenges of small providers in navigating the reforms whilst balancing governance obligations.

As an experienced presenter and facilitator, Anna brings a refreshing style to her presentations which blends extensive knowledge about the aged care reforms from a provider and consumer perspective, with a deep understanding of the operational and practice level requirements for success. Anna is known for her relatable approach which is designed to engage and build the capacity of participants.

Date: 19 August 2024
Time: 3.00pm – 5.00pm AEST
Cost: ACCPA Member:

1 – 2 people: $289.00 (GST inc) each
3 – 10 people: $260.00 (GST inc) each

Additional member discounts apply for groups of 11 and greater. Contact  for a discussion.              

Non Member: $462.00 (GST inc)


Booking Terms & Conditions 


Aged and Community Care Providers Association (ACCPA) is committed to respecting the privacy of its customers and stakeholders and adheres to the Australian Privacy Principles as set out in the Privacy Act 1988 (Cth) and the Privacy Amendment (Private Sector) Act 2000 (Privacy Act). The Australian Privacy Principles govern the way in which we collect, use, disclose, store, secure, and dispose of your Personal Information.  

A copy of the Australian Privacy Principles is available here:  

A copy of ACCPA’s Privacy Policy is available here:  

Photographs and video footage may be taken during an ACCPA event or training session for ACCPA promotional purposes including social media, publications or communications. If you do not want your image used, please advise us via writing.  

Utilising the contact details provided to ACCPA from time to time, Learning and Professional Development will send out information on upcoming training opportunities in a direct electronic message. If you do not wish to receive this information and prefer to ‘opt out’ – email  and we will remove you from our ‘waiting lists’ and ‘email communications’ database. 

Cancellations, Refunds, Substitutions and Transfers: 

ACCPA’s Learning and Professional Development (L&PD) products are delivered subject to sufficient registrations, as stipulated by available tickets against each event, and tickets can be purchased directly from the What’s On page. 

Training session viability of each advertised session is assessed one week prior to the scheduled date of delivery, when a decision is made regarding continuation or cancellation. When a training session is cancelled due to insufficient numbers or circumstances outside of the control of ACCPA, a full refund will be paid, directly to the customer who has made the initial purchase. 

A full refund is also available if a participant withdraws from a training session, 5 or more days prior to the session being delivered, on the condition, that the customer has contacted , to inform regarding their intention to withdraw. No refunds or transfers will be considered without notification prior to the commencement of a training session. Late notifications will be considered on a case-by-case basis. 

An organisation may choose to substitute a participant of a previously paid session, by emailing , 24 hours prior to the commencement of the training session. Full details of the substituted participant must be provided. 

Payment Terms 

It is a condition of registration that participants pay full payment at the time of booking via credit card or by invoicing by prior arrangement.   All payments must be finalised prior to commencement. Registrants who have outstanding payments will not be able to participate. Upon registration, a Tax Invoice will be emailed to the person making the booking.