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Workskil Australia – Government

Empowering staff who come into regular face-to-face contact with customers navigating significant personal hardship.

Services: Customer communications

About Workskil Australia

Workskil Australia is a national not-for-profit and one of Australia’s largest providers of employment and community services, supporting more than 60,000 individuals each year.

The challenge

As a frontline services organisation, Workskil’s staff regularly engage with people navigating significant personal hardship — unemployment, financial stress, and social disadvantage — circumstances that can make interactions emotionally charged and at times volatile. 

 

Workskil engaged CAL Corporate Solutions to equip staff who come into regular face-to-face contact with customers, or manage customer enquiries over the phone, with the skills to handle these interactions safely, confidently, and compassionately.

What did CCS do

CAL Corporate Solutions was initially engaged by Workskil in early 2024 and has since delivered MARATE Skills training as an ongoing program across their WA, SA, and VIC offices.

The program has been customised to reflect the realities of frontline case management — where customers may present with frustration, anxiety, or aggression rooted in deeply difficult personal circumstances — equipping participants with practical strategies for managing conflict, de-escalating tense situations, and protecting their own wellbeing in the process.

Sessions have been delivered progressively across multiple states to accommodate Workskil’s geographically dispersed workforce, with further sessions already scheduled into 2026.


To date, more than 180 staff have completed the MARATE Skills program, with the partnership continuing to grow.

The results

✔︎ 100% of participants confirmed their learning needs were met or exceeded.

✔︎ 100% of participants rated facilitator experience and knowledge as Excellent or Good (88% Excellent)

✔︎ 100% of participants rated facilitator fit with the audience as Excellent or Good (83% Excellent).

✔︎ 99% rated the overall quality of the session as Excellent or Good.

✔︎ 100% rated the program as relevant and practical to their role.


Participant feedback reflects the practical impact of the program, with staff highlighting the value of concrete strategies they could apply immediately:

“Great to learn about how conflict impacts our own emotions and how to manage them to support good outcomes in potentially difficult situations.”

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.“