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RSL Queensland – Government

Staff training to face some of the most emotionally complex interactions in the community services sector.

Services: Customer communications

About RSL Queensland

RSL Queensland (Returned & Services League of Australia Queensland Branch) is the largest ex-service organisation in Queensland. It delivers care, commemoration, and camaraderie to veterans and their families.

The challenge

 

RSL Queensland engaged CAL Corporate Solutions to deliver MARATE Skills training to staff who regularly face some of the most emotionally complex interactions in the community services sector. 

 

Working with veterans, war widows, and their families — many of whom carry significant trauma, grief, and frustration — RSL Queensland’s team is frequently exposed to highly charged and distressing phone-based interactions. 

 

The nature of the client cohort means that anger and emotional volatility are not isolated incidents but a consistent feature of the work environment, placing considerable pressure on staff wellbeing and their ability to respond effectively and compassionately under stress.

What did CCS do

CAL Corporate Solutions partnered with RSL Queensland over the last three years to deliver a tailored MARATE Skills program to more than 300 staff.

The program has been customised specifically for phone-based interactions, equipping participants with practical strategies for managing angry, rude, abusive, threatening, and emotional callers while protecting their own mental health and wellbeing. Building on the foundations established in the initial program, the most recent delivery featured advanced workshops designed to reinforce and extend previously learned skills.

These sessions incorporated interactive role-plays and scenario-based exercises drawn from real call situations, alongside desktop reference materials that participants could apply immediately in their day-to-day roles.

The results

✔︎ Over 300 staff trained across a two-year partnership.

✔︎ Program tailored specifically to phone-based aggression and emotionally complex client interactions.

✔︎ Advanced follow-on workshops delivered to reinforce and build on foundational skills.

✔︎ Staff equipped with practical desktop reference tools for daily use.

The impact of the program extended beyond participant satisfaction. In the words of Patrick Hampton, Manager Safety and Wellbeing at RSL Queensland:

“Prior to the training, the number one WHS Incident Report we received were occupational violence related and predominantly aggressive or abusive phone calls. Since the training was conducted and several other measures have been put in place, occupational violence is now the third most common incident raised by employees. This is a significant result and an indication of the impact of the training on employees’ skills, knowledge and confidence”

Success Stories

Providing dynamic learning experiences

Janette Collier

Acting Director, Australian Institute for Primary Care & Ageing
“Our partnership with CCS has been very successful and course participants have contacted me to say how much they enjoyed the training with CCS and how useful they found it. Many have incorporated the skills and strategies into their working and personal life. Their only complaint was that they wanted a longer session!“

Michelle Eddy

Director of Finance, Canadian Armed Forces
“David Patmore led us on our MARATE experience today and was a very engaging instructor. He made me feel confident and equipped to converse with difficult people/situations. This course will be relevant in all aspects of my life: work, family, friends and absolute strangers that I may encounter.“

Kiery Pascoe

Organisational Learning Specialist, Southern Cross Community Healthcare
“It was great to have a session where the facilitator was able to adapt to our industry and provide scenario’s that fitted in with our organisation. Loved how interactive it was and real practical skills that can be used immediately.“






Southern Cross Community Healthcare

Naomi Cooper

Acting Health Services Manager – Digital Health, Royal Flying Doctor Service
“The structure and content was really well thought out and was spot on for the needs of the group. I’ve attended a few workshops on the same topic and this was by far the most practical and useful.“