Employment, Skills and Enterprise Impact Report Issue 3 EMPLOYMENT: WORK PROGRAMME
About the Work Programme The Work Programme is a government initiative launched in Welcome June 2011 providing a coordinated package of support to individuals experiencing long-term unemployment, regardless to our latest of the benefits they claim.
Impact Report Year 5 of the Work Programme (April 2015 - March 2016) those closer to the labour market move into work quicker saw a Work and Pensions Select Committee report, which than before, and so people experiencing more complex recognised that this programme has performed as well barriers to work, often coupled with mental and physical as previous ones, but at a greatly reduced cost. Statistics health conditions, take up a much greater proportion of our This publication aims to highlight some of our work during released in March 2016 show that the Work Programme has Work Programme customers. the last year, and let you experience our values of Trust, Care, helped over half a million people into sustained work. Innovation and Pride through a selection of case studies and For the Work Programme extension year (April 2016 - March incredible stories of some of the people we have supported; Serco has been delivering this payment-by-results initiative on 2017) we took the opportunity to refresh our delivery model people who have experienced many of life’s struggles and behalf of the Department for Work and Pensions in the West - following extensive consultation with both our providers whose lives have been transformed through positive advice, Midlands and South Yorkshire, through a network of expert and customers - in order to better respond to the evolving training and support from Serco and our partners. providers from the private, public and voluntary sectors. It is market. This includes a smaller delivery network comprising part-funded by the European Social Fund. our best performing providers, provision for occupational In April 2016 Serco Employment, Skills and Enterprise was health support where needed, and a move from a three- born, following the amalgamation of Serco’s Welfare Services; The employment market has changed dramatically since the phase model to a single phase (customers now remain with Vocational Services and Education; and Peninsula Enterprise, programme began. As the economy takes an upward trend, one provider throughout their two-year programme journey). to form one business unit. Sitting under Citizen Services within our UK & Europe Local & Regional Government division, we enable individuals to improve their life chances and social and financial circumstances by training, upskilling, supporting with apprenticeships, and helping them into lasting employment; and we support small businesses to 03 About the Work Programme Learning difficulties don’t stop Matthew flourish and boost economic development. 04 Serco’s Work Programme at a glance 06 Supporting people with health conditions from enjoying first job ever In the last year: • Together with our providers we supported people 14 Health-related initiatives from wider Serco Matthew Bradley’s learning related find an entry level job and prepare experiencing long-term unemployment into over 5,000 Employer Engagement 16 disabilities and lack of work him for the world of work, and jobs (year 5 of Work Programme). 18 What our Work Programme advisers say experience stood in the way of him soon Matthew managed to get a • We led the development of the first degree-level About Serco Skills securing work, until he joined the permanent role as crew member apprenticeships in management and we currently support 20 Work Programme with learndirect, with a leading fast food chain. over 1,200 apprentices. 21 Serco Skills at a glance one of Serco’s providers. • We offered one-to-one advice to over 1,000 businesses. 22 Serco Skills success stories Tim said: “Matthew is very friendly • We engaged with over 700 people through the English 24 About Serco Enterprise The 24-year-old from Warwick had and upbeat and possesses an Language Requirement programme, helping them never worked before and he was shy excellent attitude – brilliant skills for “I am very proud of improve their communication skills. 25 Serco Enterprise at a glance and nervous around new people. His customer service. I am convinced • We retained the highest possible Merlin rating of Serco Enterprise success stories what I have achieved 26 health issues have been a barrier to that through hard work and ‘Excellent’; a Department for Work and Pensions 28 About English Language Requirement work that in time he has successfully continued support he will be a great in a short space of assessment on supply chain management, and consider Serco’s ELR programme at a glance overcome and he was determined to success.” time and happy and this a strong endorsement of our values-led approach. 29 get into work. 30 ELR success stories excited about starting Matthew said: “I am very grateful A big thanks to Serco colleagues and our partners for all their 32 Impact on employment sector and beyond Matthew, along with his advisers for the support from all the staff at a career in my first hard work and I hope you’ll enjoy reading this Impact Report. 34 Impact on our communities Tim, Kevin and Lucy worked hard to learndirect.” ever paid job.” Faye Shaw, Managing Director, Citizen Services, Serco
02 03 EMPLOYMENT: WORK PROGRAMME EMPLOYMENT: WORK PROGRAMME
Number of employers who Around 7,000 in New jobs created recruited our customers South Yorkshire (Sheffield, Rotherham, Barnsley, Doncaster) 5,200 45,000+ 16,500+ * Over 9,500 in the in Year 5 up to Year 5 up to Year 5 West Midlands (Coventry, Warwickshire, Staffordshire, The Marches)
Over 3,300 Around 92,000 Over 500 new businesses created through our self-employment hours of support in Y5 getting people people employed in Serco’s delivery support programme up to Y5 closer or into work network in Y5
NEETs** gone into work 18 to 24-year-olds gone into work 100% Over 20 25 Around 60 service delivery – provider networking Information Security Compliance audits Over 400 Over 2,600 Over 1,300 Almost 10,000 delivered by over 20 events – on improving audits – Ensuring – ensuring statutory, subcontracted providers quality and performance government data is regulatory and in Year 5 up to Year 5 in Year 5 up to Year 5 in Y5 and sharing best practice protected contractual compliance held in Y5 (in over 500 jobs) (around 4,500 jobs) (around 1,700 jobs) (over 16,700 jobs)
Top score Top score 53% 46% ‘Excellent’ retained in DWP’s Merlin ‘Strong Assurance’ In Provider Assurance of our providers are SMEs of our providers are from the voluntary assessment on Team (PAT) assessment on robustness of sector (receiving 45% of our customers) supply chain management internal controls***
*Year 5 of the Work Programme: 1 April 2015 - 31 March 2016 04 05 **NEETs - Young people not in education, employment or training ***Serco is the only Work Programme prime contractor to hold a PAT ‘Strong Assurance’ rating EMPLOYMENT: WORK PROGRAMME
Supporting people with health conditions Our Work Programme customer mix has dramatically changed since its launch in 2011. A vast proportion of customers face SPARC-ling complex barriers to work including mental and/or physical health concerns. To respond to our customers’ needs we new beginning continuously invest in upskilling our advisers and commissioning new initiatives and pilots. for Caz with
SPARC pilot NHS role What SPARC participants say: Serco is currently trialling the Psychological Assessment for Readiness to Change (SPARC) with 1,000 participants. This is “I spent over twenty years in a job that a diagnostic tool, widely considered as an accurate predictor demolished my confidence and I was living on of someone’s genuine attitude and willingness to re-enter prescription drugs for depression and anxiety. employment. SPARC was inspiring and filled me with positivity; it made me realise that I have choices. The model is predicated on Nudge Theory, a concept in behavioural science, which argues that positive reinforcement “It opened an awakening in my psyche, my little and indirect suggestions to try to achieve non-forced grey cells started waking up; I started making compliance can influence people’s motives, incentives and decisions. Now, at the age of fifty, I feel as if my decision making. An initial assessment is followed by tailored life is just beginning. I am a different person, workshops to maximise impact. happier and more confident; my life has improved Caz Richardson, 25, from Redditch, “I’m really enjoying my Her line manager has stated how as a result of SPARC.” i2i customer had been unemployed for 12 months pleased she has been with Caz from The model has been used very successfully in other markets when she joined the Work Programme new role in healthcare day one and that her enthusiasm and and is broadly applied in the Australian Employability market. “I didn’t have much hope of ever finding a job but with Serco’s provider Shaw Trust. She which is busy and hardworking attitude has stood her in The findings from our pilot will be used to inform future after I did the resilience workshop I gained much has been suffering with vertigo which is challenging. My good stead moving forward. strategy to support our customers to get closer and into more confidence in myself. controlled by medication and may need sustainable employment. to undergo a thyroid surgery to remove a employer is really happy Sam said: “Caz is really happy and has “The workshop was not only fun, it was an eye cyst from her neck. Caz was also worried with my progress and I’ll a buzz about her having found a new opener; I was shown my strengths and my self- about her limited work experience. vocation where she is able to channel her confidence is at the highest it’s ever been as a do my best to ensure this energy and gain valuable experience. result. Her adviser, Sam Leverton, said: “Caz continues.” She aspires to become a Sports has always been enthusiastic and Physiotherapist and hopes that during “I enjoyed every minute of the course, I didn’t open to new challenges. Since our first her career with the NHS she can develop want it to end. Thank you for showing me that I appointment it was clear she was looking for a vocation that the skills and training needed to achieve this goal.” am unique and special.” WISE Ability customer would develop her skills and challenge her on a daily basis.” Caz said: “I’m really enjoying my new role in healthcare which Regular one-to-one support on career options was followed is busy and challenging. I remain in regular contact with by SPARC Resilience training to help Caz maintain her Shaw Trust, helping make sure everything is going okay. My positivity and self-belief. employer is really happy with my progress and I’ll do my best to ensure this continues. Following SPARC, Caz secured a full-time paid apprenticeship as a Medical Healthcare Assistant at the Alexandra Hospital “I’ve already volunteered to coach the football team. This is a in Redditch. In addition to CV, application and interview real bonus as I have a real passion for sports and fitness.” techniques support, Shaw Trust helped towards interview clothing and travel costs ahead of Caz receiving her first salary.
06 07 EMPLOYMENT: WORK PROGRAMME
Occupational Health Service New Meaning
In 2016 we have commissioned Occupational Health services from Serco commissioned social Health2Employment, part of Inspire 2 Independence (i2i), one of our Work enterprise New Meaning to deliver Programme providers. This service has been made available for all providers ‘Working with Initiative Pilot’, a Simon inspires in our supply chain to use to support customers with advice and guidance on 9-week course enabling 18 to managing health conditions. 24-year-olds who are struggling to take initiative in their lives others to get to achieve their ambitions. A third of participants went into One of our providers said: employment within the 12-week tracking period while the rest of our into work after “We started using the Occupational Health referral service customers demonstrated increased provided by i2i and have found it very supportive for our interaction engagement with their provider with customers. following the workshop. ill health “The information provided gives us a more insightful background to our customers’ medical issues and their degree of severity, as the Occupational Health Practitioners (OHP) have a medical Future pilots “My name is Simon Astbury and I’ve been unemployed for background which our advisers don’t. three years. I’ve started Serco’s Work Programme in January Other pilots we are currently 2014 with i2i after losing my job as a Quality Inspector at “Our OHP is experienced, very supportive and maintains regular undertaking include sessions Amazon. A botched operation left me fighting for my life due contact with us. The action points she provides prioritise customer promoting positive change in to the effects of septicaemia. I also lost my home and was needs, thus giving advisers additional support to help move attitude and encourage taking living on ESA*. The experience had a huge impact on my life customers closer to employment through increasing the tailored personal responsibility, as well and I was diagnosed with post-traumatic stress disorder. customer activity.” as courses for customers with neurodiverse conditions (e.g. “I came to i2i very angry and upset but Dyslexia, Dyspraxia, ADHD, Autistic my advisers Deborah and Sharon showed Spectrum Disorder), mental health a lot of understanding. I realised a career “[My adviser] showed “I then applied for and secured conditions, substance abuse history change was the only way forward. I an interview for a Mental Health or brain injury, aiming to enhance completed several courses through i2i me a lot of empathy; Employment Adviser position with charity their cognitive ability (‘working and gained recognised qualifications. I she didn’t judge me, she ‘Making Space’, after meeting them at memory’) in order to improve particularly enjoyed the NVQ Level 2 in went along the journey a job fair i2i had organised. I was the learning capacity, communication Adult Health and Social Care. It made 17th person to be interviewed and I was skills and confidence, and as a me reflect on what I really wanted to do - with me.” given the job on the spot. I was shocked, result employability. work in the mental health field. grinning like a Cheshire cat, and I couldn’t wait to tell Deborah and Sharon. It was amazing; the We’ll also take part in a “Deborah and I worked together to update my CV, job beginning of a new journey.” collaborative project, aiming to search and prepare for interviews. She also supported me support unemployed people with emotionally and gave me a lot of confidence. There were a Simon’s line manager, Lyn Varden, said: “Simon is a role chronic pain back into work (see couple of times when I dipped, and she showed me a lot of model to the clients enabling and inspiring them to believe page 12). empathy; she didn’t judge me, she went along the journey in themselves. He is a valued member of the team, bringing a with me. strong mix of talent and experiences to the organisation.”
“I started volunteering with Mind which I absolutely loved; Deborah added: “Simon tells me he uses the same I’m still attending now. They’ve asked me to be a trustee techniques I used on him with his clients; he says it’s as member on their board, which I feel really honoured about! though I am sitting on his shoulder. He got his first customer I’d recommend volunteering to anybody. It’s about helping into work recently which he is incredibly proud of. I’m so people and giving something back. It’s also given me relevant pleased with his success; Simon’s determination has really experience to put on my CV. paid off for him.”
“Amazingly I was offered an interview with the NHS as a Mental Health Support Worker. Sadly I didn’t get the job, but I received valuable constructive feedback.
08 09 *ESA: health-related benefit EMPLOYMENT: WORK PROGRAMME EMPLOYMENT: WORK PROGRAMME
Upskilling providers
Effective communication with customers Centre for Mental Health training What our Work Programme customers say:
Our partnership with Department for Work and Pensions We worked with the Centre for Mental Health to provide (DWP) Work Psychologists provided our advisers the upskilling opportunities to our advisers. The training “There is a lot to be gained from attending the Work Programme; opportunity to benefit from practical workshops on delivered aimed to enhance advisers’ capability in dealing effective communication with customers, concentrating on with customers on the Autism Spectrum, including how I regained my confidence and I cannot believe how my life has positive language and supporting people move forward. to identify potential symptoms and provide effective changed. I am only cleaning at the moment but I love it. I can see supporting mechanisms. that advisers’ job isn’t easy but it has life changing consequences The ‘Solutions-focused interviewing’ workshop supported advisers on challenging perceptions and supporting for those that want to change.” customers with mental health conditions, encouraging people make practical improvements in their everyday life ESA adviser working group and realise their potential. Set up in 2014, the group acts as a platform for advisers “My advice to other Work Programme customers is to focus Other upskilling workshops included health condition from various providers to network, share best practice and on what you can do instead of what you can’t do and allow the awareness like learning difficulties, Autistic Spectrum learn from each other. ‘Surgery sessions’ are particularly Disorders, anxiety and depression. popular; advisers talk about cases they are struggling with advisers to work with you and be a part of the journey. Sometimes and gather ideas from the group on how to tackle them. you do trip and fall, but you get back up stronger and you learn
Advisers are now comfortable enough to call and ask for from it, and then you do get the outcome that you want.” Participants said: advice from peers. Two providers teamed up to shadow and upskill each other, while another two formed a local “I found the workshop engaging, thought- ESA customer group session, as neither had enough provoking and highly relevant.” customers to warrant separate groups. “My adviser encouraged me to attend job interviews and believed “It has made a difference to the way I interact Guest speakers also join to support with specialist tools and in me which built up my confidence and put belief in myself. He with customers and I am confident that it will techniques including occupational health advice, improving would communicate and send a good luck message beforehand positively impact performance in our team.” access to psychological therapies, support for families and community facilities. and check to see how I got on, which I thought was nice. Thank “It’s helped me ensure positivity is encouraged you all for helping me get a job!” in discussions, asking more about things that have gone well and concentrating on achievable actions to be completed.” Participants said:
“The working group gives providers, who share “Being in work has had a major impact on my life. I used to be common issues, a chance to come together and advise each other on particular cases. It also embarrassed to say I’m unemployed when people asked me what JCP partnership provides news and insight into new services.” I do. Now I’m proud that I’m working rather than staying at home, “I find the working group helpful as you can and when I buy things for the house it’s nice to know I’ve earned Our partnership with a number of local Jobcentre Plus hear other providers’ struggles and points of that; it gives me a morale-boost. My son is currently at college (JCP) centres in both our regions continues to flourish. The view. It’s reassuring to know others face the aim is to improve working relationships, encourage a more and my 21-year-old daughter is now working too. I like to think same situations.” joined-up approach and improve outcomes for customers that she sees me as a role model; I’m going out to work and she with health conditions in particular for both parties. “I like to put a face to a name with the other can relate to that.” providers, which has helped engagement.” This collaboration has resulted in a comprehensive programme of shadowing in certain areas, with Work Programme advisers spending time with Jobcentre Plus ESA advisers and vice versa, improving customer engagement as a result.
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Understanding our audience
Customer journey mapping - Heather and ExperienceLab
In 2015, we worked with Serco’s ExperienceLab - a user Tanyann experience design agency - to build a detailed customer journey of our existing customers. achieve ideal For over 40 years ExperienceLab has been helping brands Health & digital support - Birmingham like Google, the BBC and American Express to drive innovation and shape new customer-centric products and City University services. jobs following
Digital innovation is key in creating efficiencies and The aim of this project was to enhance our understanding improving citizens’ experience, especially against a of our customers’ needs and inform the continuing backdrop of local government budget reduction across the chronic pain development of our services. The in depth investigation public sector. highlighted the elements of our service that customers really value including their relationship with their adviser, Serco collaborated with Birmingham City University’s (BCU) tailored advice, and support in the early days of starting student-run marketing agency The Link on a project looking a new job. The research also set out a number of ways we into optimising the use of digital technology to drive can enhance our service moving forward, to best serve the Tanyann Williams, 40, from Heather Mason, 62, from Telford, suffers from sustained efficiencies and improve the experience of our customers, changing customer groups, including those experiencing especially those with health concerns. Barnsley, is a single mum of pain in her leg, which has plates and pins, due to an injury long-term unemployment and health conditions. four children. She lost her 10 years ago. She was forced to leave her last job three With no prior experience in the field, the students job and had to rely on health years ago after breaking her shoulder which added to her were able to demonstrate with practical examples how benefits due to a combination health complications. embracing new technologies could help us improve of osteoarthritis and a hip customers’ experience - especially those with mental health replacement in 2014 which Although Heather was motivated to return to work when concerns - while keeping costs down. caused complications in her back. she joined Serco’s provider APM, she was concerned about her health and age. Nicola Gittins, Course Director and Programme Lead Her adviser Alan at BMBC, one of Serco’s for Undergraduate Marketing Programmes at BCU, said: Work Programme providers, said Tanyann had Heather and her adviser Jayne worked intensively together “We created The Link Marketing Agency in support of qualifications and lots of experience in the care to build her confidence and get her job-ready. A permanent BCU’s practice based learning strategy. This student-led sector, but was demoralised as a result of her health. Passenger Assistant role came up with Integrated Transport marketing agency is completely voluntary, but each year Busses (ITB) via Telford and Wrekin Council, supporting the we find students more than willing to get involved, as it Pain management - Warwick University To build her confidence Tanyann did a course, elderly and people with disabilities get to appointments. gives them the opportunity to apply their knowledge to real started volunteering at the local Recovery College Heather felt this role would be ideal and managed to commercial projects. These projects are equally valued by At Serco we have a history of successfully implementing and completed ICT Level 2. secure a work trial. APM supported by covering the cost of both students and the clients alike, with many organisations research collaborations with academic institutions both in PPE and travel during the trial, which Heather completed adopting some of the ideas and concepts presented, which the UK and the US to help inform strategic decisions. Tanyann then secured an interview for a permanent successfully and got the job. is wonderful to see as it gives our students such confidence Carer Support Worker for dementia patients with and experience as they start their careers. We have recently teamed up with Warwick Medical School charity Making Space and got the job on the spot. Heather said: “I really enjoyed the personalised approach to explore the possibility of collaborating on a project Working part-time allows Tanyann to continue by APM and my adviser. They really listened to what I was “This project further strengthens BCU’s relationship with aiming to trial a new tool supporting customers who suffer caring for her children and attend pain management saying and the type of work that I was able to do. Once we Serco and builds upon the work that our MBA students with chronic pain to return to work and improve their quality sessions for her hip and back. identified the job, my adviser did everything in her power undertook with Serco the previous year. It is hoped that of life. The proposed two-year project will begin in 2017. to ensure that I got my ideal job. the relationship will continue to develop with further Alan said: “Tanyann is thrilled to be in work within collaborations.” the sector of her choice and is looking forward to a The aftercare from the whole team at APM has been brighter future and career progression.” brilliant and I know that I can pop in or call at any time to get support with any problems that I have.”
12 13 HEALTH-RELATED INITIATIVES HEALTH-RELATED INITIATIVES
Health-related initiatives from the wider Serco community ’Employ for attitude and Training and jobs for and its positive impact on disadvantaged people train for skills’ people with disabilities Serco and NNUH run around ‘Project Search’ focusses on a six work taster days a year, in partnership approach between partnership with Jobcentre Plus. college, employer and specialist Candidates visit the hospital with agencies, to enable young people Anger management and trouble a view to join a work experience with learning and/or physical at school led 21-year-old Sophie programme for up to eight weeks. disabilities to gain work experience Ex-offenders are encouraged to within a real work environment. Bradfield from Norfolk to drink join as well, as a result of Serco’s Serco NNUH was the first ‘Project excellent links with prisons. Search’ to run in the UK – it By the age of 15 she had a serious alcohol problem; originated in America. drinking made her extreme anxiety and regular panic Chris Paul, Serco’s CSR Manager attacks worse and her self-esteem plummeted. The at NNUH, said: “The benefits of Up to 12 students join us each year Autism has not held thought of mixing with new people was terrifying. work experience are tremendous. after an application process and Employers get to see potential in taster day. Tutors and specialists in Georgia Elliston back Sophie was first referred to The Prince’s Trust for a 12- people they may not have otherwise employment and learning disabilities week personal development course where she slowly considered, resulting in employing support the students learn social and Autism has not held Georgia started to regain her confidence. She then joined the for attitude and training for skills. For life skills in our onsite classroom. Elliston back from pursuing a ‘Get into Health’ Programme at NNUH in October candidates, the experience gained career with Serco’s estates team 2015 as part of Serco’s hospital cleaning team. and the motivation and confidence Students also do three rotations as a Data Analyst / Inputter. MPs thank Serco for supporting developed by simply being included working on our shop floor in a Her effort, determination and availability of opportunity Norwich young people While at NNUH, Sophie made new friends and built into daily routines, can work wonders variety of roles. At the end of up an incredible rapport with patients. She said: in improving health concerns and the academic year we target on completion of Project “At first I would retreat inside my head when I was preparing them for employment.” employment outcomes (although Search had paid off. For over Serco’s facilities management team at Norfolk & Norwich around new people, but I slowly began to see my own job search is yearlong). four years now, Georgia is University Hospital (NNUH) Trust has been thanked by potential and stopped isolating myself.” responsible for compiling the Employment Minister at the time, Priti Patel, and Norwich By offering support and investing in building management system North MP, Chloe Smith for its involvement in the ‘Norwich for Serco offered Sophie a permanent position as a young people, we have been able to and performance measure Jobs’ Programme at an event to celebrate the initiative’s third Hospital Domestic Assistant working in NNUH’s recruit some hidden gems. Around information relevant to our anniversary, which took place in January 2016. main wards and associated patient and public areas. 60% of our students progress into contractual obligations. Sophie is gaining new skills every day, and as her work or further development. ‘Norwich for Jobs’ is a voluntary project that aims to reduce confidence grows, the panic attacks and anxiety the number of young unemployed people by assisting them Kelly Holiday’s supervisors become easier to manage. to find appropriate work through CV and interview advice, were impressed by her tours of workplaces, work tasters, work experience and open mind, motivation Sophie added: “I have come such a long way. Being apprenticeships. and positive attitude. On able to recognise and deal with my panic attacks is a finishing her work experience huge thing for me. So many people and organisations Chloe Smith MP, who has led and championed the with Serco’s NNUH team have helped me, and I’m just so grateful to have this programme since its inception in 2013, said: “The Norwich for Kelly was employed on a full- chance to turn my life around.” Jobs project is very grateful for Serco’s longstanding support time basis as a ward hostess; and commitment to Norwich young people who most need a a complex role dealing with chance.” patient’s eating needs and including special diets. She Another employment initiative Serco and its NHS colleagues has progressed so quickly at NNUH champion in Norfolk, is ‘Get into Health’, which that she is now responsible originated at NNUH and operates in conjunction with youth for training new staff. charity, The Prince’s Trust. Kelly said: “I love being part of the ward team and look These schemes have helped many young people through forward each day to doing Sophie’s personal achievements were recognised in the a worthwhile job in a role valuable work experience at the hospital, as well as Prince’s Trust eastern region Celebrate Success awards permanent jobs in roles such as ward clerk, health care which I can feel proud of.” assistant, housekeeper, cleaner, porter and caterer. 2015/16 ‘Project Search’ student cohort
14 15 EMPLOYMENT: WORK PROGRAMME EMPLOYMENT: WORK PROGRAMME
Employer Engagement Armed Forces As the employment market evolves, Serco’s approach to Employability Pathways The Armed Forces Employability employer engagement has been adapting to meet the Pathways (AFEP) is a six-week programme which provides changing needs of both our customers and employers. participants with the opportunity to improve their employment prospects and ideally secure an apprenticeship Collaborative recruitment: Templine or employment with participating Vacancy civilian companies. In addition, the Serco is working in partnership with Templine, a leading Serco and our supply chain are informed of vacancies on programme aims to raise awareness recruitment company with a national coverage. Serco’s an ongoing basis and suitable candidates are identified. of the benefits of service in the Army consultative approach has allowed the recruitment process Reserve or Regular Army. to evolve and become more streamlined over the years. This partnership has resulted in over 330 people securing Serco and our Work Programme employment since the beginning of the Work Programme, in Interview supply chain in South Yorkshire roles like Parcel Sorters, Production Operatives, Warehouse Interviews are organised, with Templine providing support this initiative and have Associates and Fork Lift Truck drivers. additional support for customers with health concerns, referred young people to the including one-to-one application form assistance and programme in order to increase One of the many employers which has benefited from this interviews conducted in smaller groups. their employability skills and to find approach is a car seat manufacturer based in Coventry. Work Chris Sinclair with Serco Group CEO Rupert Soames, outside No.10 Downing Street. out more about the benefits of a Programme customer Joe Smith, who is now permanently career with the Army Reserve or the employed at the site, said: Regular Army. Induction Gold award for Armed Forces support Sergeant Major Mark Hill MBE, “Initially I was unsure about working for a recruitment Serco customers are provided a tour of the site and the agency as I have had a bad experience before. Having being Youth Engagement Officer said: roles available, giving them a better understanding of Serco has continuously provided support for UK Defence for over 50 years and is released from my previous role with short notice, I was left the work they are applying for. one of only 15 employers to receive a Gold Award as part of the Armed Forces with shattered confidence. “This innovative scheme helps Covenant Employer Recognition Scheme (ERS). The ERS was launched by the young people who are not in Prime Minister in 2014 to recognise businesses that are exemplary supporters “Julie at Sarina Russo sat down with me and explained that employment, education or training of the Armed Forces Covenant and proactively support the Armed Forces Templine were recruiting and they have a good record of gain access to work experience Tailored job offer community, both internally to employees and externally to the wider community. supporting people into permanent work. I decided to go with the Army, local employers, and Should a Serco customer have significant health for the interview and was offered the job. After an initial gain valuable industry recognised concerns, Templine work with them to support them into Recognising the value of military training to the business, Serco employs around probation period of three months, I am now a permanent qualifications. a tailored role at the site, to suit their specific needs. 3,000 ex-service personnel – 10 per cent of the company’s UK workforce. employee. I enjoy my work and I’m in the process of progressing into a Team Leader position.” “This Pathway helps to boost young In January 2016, Chris Sinclair, an electrician on Serco’s London Cycle Hire contract people’s motivation, confidence, and an Army reservist, collected a prestigious Gold Award on behalf of Serco from Serco and Templine have recently co-designed a solution teamwork, leadership and Employment Support Defence Secretary, Michael Fallon for the company’s outstanding commitment to support customers with health concerns into sustainable timekeeping which inspires them Templine provide customers with required Personal to support the UK Armed Forces. Chris, accompanied by Serco Group Chief employment. Templine have agreed to interview customers to move forward in their life. The Protective Equipment free of charge. Executive Officer Rupert Soames, later met the Prime Minister during an evening with physical and/or mental health conditions separately to transferable life skills young people of Armed Forces Covenant events at No.10 Downing Street. job-ready customers and provide tailored solutions to meet gain, help them to become more Training needs are agreed and Templine’s training their needs, which is proving to be a successful approach with employable and gain contacts to division supports customers on site. Chris said: “It’s an honour to collect this award for Serco and represent my fellow both our customers and employers. find work in the forces or impress reservists across the business. Becoming a reservist is the best decision I have ever potential future employers who made in my life. I have gained so many qualifications and experience which I can know that the training they receive is use back in my civilian life and in my job every day. Serco has been very supportive second to none.” Feedback to my outside commitments.” Templine provide Serco with feedback on a monthly basis on how customers are getting on and what training they are taking part in.
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What our advisers say Our Work Programme advisers make a positive impact to people’s lives on a daily basis. Aside from supporting people into work, they also help employers meet their recruitment needs. “The Work Programme helps people focus on “It’s about building resilience and strength in a “Employers appreciate the free recruitment service what they can do rather than what they can’t do, person and encouraging self-belief. Seeing people we provide and the efficient sifting and shortlisting reframe their setbacks and take action in the areas grow, become self-sufficient and feel their world is process which enables them to receive suitable of their life that they can control and influence. a better place is really encouraging. candidates to fulfil their positions.
“An employer once said: ‘You help me to work out “The best thing a customer can say is “thanks for “Every time one of my customers gets into work I the answers I want, rather than trying to sell me helping me get that job” not “thanks for getting feel a sense of pride.” something I don’t want.’” me that job” Adam Whitefield, Employment Tutor, Groundwork Aaron Hamilton Williams, Learning & Claire Palmer, Job Match Adviser, i2i Development Manager, Standguide
“Employers value our service because we match “Every time one of my customer gets into work I “The Work Programme gives tailored support to “We help customers back into work by providing a their needs with suitable candidates who can start feel a ‘buzz’ and sense of achievement. every individual, recognising their unique character tailored service and supporting them to overcome immediately. We prepare our customers to hit the and aspirations. any barriers to employment. ground running while saving employers time and “I’m inspired by the opportunity to improve money.” people’s chance of employment and the positive “The best thing an employer said about our “We also support employers by taking the impact this can have on their lives and those of service was that we were always very approachable pressure off them by ensuring the candidates are Kerry Dossiter, Employment Adviser, SRJA their families.” and supportive both before and after customers right for the role.” entered employment.” Tracy Noble, Employment Engagement Officer, Julie Bridgewater, Employment Personal Adviser, Groundwork William Fewtrell - Employment Coach - APM i2i
18 19 SKILLS SKILLS
About Serco Skills Serco Skills (formerly Serco Vocational Services) was Serco and partners currently deliver skills established in 2002 when Serco started training its own 1,500+ and apprenticeships aircraft engineering apprentices as a long-term solution apprentices achieved across England... to a shortage of aircraft engineers. qualifications since 2012 1
In 2012 we expanded the curriculum to deliver a range of apprenticeships, and now Serco is one of the UK’s Top 100 employers of apprentices. 1
Serco Skills currently supports 1,200 apprenticeships; 2 2 700 internal employees, and 500 external apprenticeship 2 1 49 2 2 programmes, through our contract with the Skills 1 3 Funding Agency (SFA). We offer over 25 different types of 1 1 7 27 apprenticeships in a wide range of subjects relating to more than 200 job roles across a range of different industry sectors 1,200 apprenticeships 1 24 - such as aeronautical engineering, custodial care, leisure, currently supported: facilities management and business administration - reflecting 4 the breadth of services that Serco provides to government 1 1 and the broader public sector across England. 7 2 38 700 500 2 We have successfully completed the latest European Social 5 4 Fund (ESF) Skills Support for the Work Force (SSW) contract internal employees external apprenticeships 14 6 with the support of a network of 35 providers. The objective of the SSW is to up-skill employees of Small to Medium-sized 3 Employers (SMEs) in qualifications like Management, Health 1 2 and Safety, First Aid, Institute of Leadership & Management 8 (ILM), Construction, IT Qualification (ITQ) and Team Leading. 122 45 9 4 3 1 3 28 1 Our programmes are co-financed by the ESF and SFA. 2 2 6
Over 25 7 2 different types of subcontractors deliver 19 18 9 1 apprenticeships on behalf of Serco externally 3 2 2
Awarded Over 5,000 Over 2,000 ‘Good’ learners gained businesses supported by Ofsted - England’s qualifications to support via ESF SSW education inspectorate their work via ESF SSW programme
20 21 SKILLS
First degree-level apprenticeship in Management The case of Cream Residential Care Ltd In 2015, Serco supported the launch of the UK’s first-ever degree-level apprenticeship in management. The apprenticeship was designed for employers Cream Residential Care Limited by employers, with Serco leading a group of 40 employers and universities to Chris in driving provides care to young adults with develop the standards for this new qualification on behalf of the Chartered complex needs. They support their Management Institute (CMI). employees to undergo training and development as well as supporting seat after The Chartered Manager Degree Apprenticeship is aimed at boosting the the community with recruiting number of professional managers in the UK, thereby driving productivity and trainees and apprenticeships. business growth. Workers who complete the apprenticeship will earn a degree in management and business, and become Chartered Managers and members of motorcycle A training need for employees was the CMI. identified on Learning Disabilities. This was to be a huge cost to the Nick Boles, Skills Minister at the time, said: “Increasing the number of people organisation so they approached a accident who understand how to lead and manage people is essential to the UK’s future. college in Serco’s delivery network This Degree Apprenticeship will equip people starting their careers with the the South West. The college used leadership and management skills needed to rise to the top and shape the future ESF funding to enable all employees of UK industry.” to undergo relevant training which was greatly received by the Liz Benison, Serco’s CEO for our Local and Regional Government Division, said: organisation. “It is vital for Serco that we nurture and retain skilled and professional managers who enable and support our teams to deliver essential services for our customers. Certain employees are now It is for this reason that we stepped forward to lead this important work and undertaking an apprenticeship in develop the standards for this new degree-level apprenticeship in professional Health and Social Care, while others management. I am sure this apprenticeship will not only contribute to the are keen to do further short courses successful development of Serco employees, but also the wider UK economy.” like the new Autism Award. Early in 2016 the Department for Business, Innovation and Skills (BIS) gave Serco Nearly 50 Serco employees in a “Derriford saved my Chris secured the job with Serco the green light to develop two new trailblazer apprenticeships in management. Plymouth-based hospital have achieved after taking part in Project Search – a In June 2016 the trailblazer apprenticeships for Team Leader and Operational apprenticeships in patient catering, life and now I can make partnership between Serco, Plymouth Manager where successfully launched. The new trailblazer standards were portering and domestic services a little difference to Hospitals NHS Trust, social enterprise developed by a group of employers and led by Serco and Civil Service Learning. and supervisory roles. But for one Pluss and City College Plymouth. employee in particular, working towards people’s lives in return.” Project Search helps young adults with Melanie Nicholson, Director of Skills, Serco said: “Our Team Leaders and a qualification has been all the more developmental disabilities gain valuable Operations Managers are fundamental to our business; we rely on them to remarkable. experience and secure permanent employment by providing motivate our workforce to deliver essential public services for our customers. internships and academic courses within the workplace. As That’s why we wanted to be involved in the development of these new Chris Oliver was seven years old when he was left in a coma, well as Derriford Hospital, Serco is involved in Project Search qualifications, which will enable us to upskill both existing and future managers. unable to walk and talk, and with a lifelong brain injury after successfully at Norfolk and Norwich University Hospital and being knocked over in a motorcycle accident. He was told he Wishaw General Hospital in Scotland. “As a registered training provider, we already have plans in place to start offering might never hold down a job as a result of the accident. these to employees very soon and will certainly be investing our 2017/18 levy Chris said: “Working has changed my life in so many ways. I funding into helping even more people hone their management skills.” Fifteen years on and he is now a Serco porter at Derriford am proud of myself. I am going to continue to make people Hospital in Plymouth, where his ability to communicate with happy and show what I can do. I want to show people that people has already won him several awards for outstanding even with an acquired brain injury, I can do this. I was here patient care: Derriford Outstanding Newcomer, Employee of at this hospital 15 years ago and this job is my way of giving the Month, a Star Award and Pluss Achiever of the Year 2014. something back. Derriford saved my life and now I can make Chris was also recognised as a finalist at the prestigious ERSA a little difference to people’s lives in return.” Employability Awards 2015 for Significant Achievement. Louise Pelley, Serco front of house co-ordinator at By using calendars and cork boards to help his memory and by Plymouth Hospitals, said: “Chris is an ideal employee; he is working closely with his manager and assessor, he is now also passionate, bubbly, outgoing and always willing to go the working towards Customer Service Level 2 Apprenticeship. extra to help others. I really hope he will stay and progress with us in the future.”
22 23 ENTERPRISE ENTERPRISE
About Serco Enterprise We deliver 15 business support contracts covering: digital support, international Serco Enterprise (formerly Peninsula Enterprise) specialises commerce, support for rural SMEs and developing social enterprises. in the design and delivery of contracts that support small businesses to flourish and boost economic development.
Helping to achieve economic growth enterprise. Most recently we have led the delivery of 7 UK superfast broadband exploitation and inclusion projects We have delivered economic impact through business providing information to over 85,000 businesses, through support for over 20 years. We work in partnership with the over 780 workshops and providing one-to-one support to public and private sectors to develop solutions and deliver over 2,000 businesses. Our market leading business support services that inspire change and drive growth. achieves in excess of 90% customer satisfaction.
Delivering business support The future
We have the ideas, experience and knowledge to help SMEs Our ideas for the future are driven by our knowledge and develop, grow, break into overseas markets or increase their understanding of businesses and communities in the areas We cover exploitation of faster broadband. We have helped social we serve. They are aligned with the strategic plans of Local enterprises start, grow and collaborate and we’ve fuelled Enterprise Partnerships and Local Authorities and incorporate the rural revolution, combining technology with tradition to innovate use of European funding or private investment. secure new generations of success. Everything we do is inspired by our commitment to advancing 35 local economic development and creating positive social impact. Since 2007 we have delivered 38 business support contracts Cheshire specialising in digital, international, rural and social authority areas in:
We ran / attended:
Wales
400+ 100+ Gloucestershire business events partner events
Wiltshire
Somerset We communicate We deliver one-to-one with advisory support to Devon 350+ 1,000+ Dorset partners businesses organisations Cornwall
Isles of Scilly
24 25 ENTERPRISE ENTERPRISE
Digital – Superfast Business
Technology is ever-evolving, and each new advance brings Connecting Cheshire Superfast Business, an ERDF funded What our clients & partners say: with it enormous opportunity. But unless businesses service, helped eligible growth businesses in Cheshire and harness these advances and move with the changing times, Warrington to maximise the opportunities of Superfast opportunities can very easily be lost. Broadband and associated technologies. Similar to the South West service support was delivered through a team “This investment will ensure the long-term sustainability of the company, With the commercial and Broadband Delivery UK (BDUK) of expert advisers and specialists, workshops and access to and help us to provide more quality jobs in Cornwall. The support funded rollout of superfast broadband underway, a key online tools and resources. we have received has allowed us to drastically accelerate the project challenge is how to engage with businesses to help them make the most of this exciting opportunity and create The service has had a significant positive impact to SMEs by providing support to fund the costs of outsourcing much of the competitive advantage. in Cheshire and Warrington; engaging more than 1,200 development work now, enabling us to lead the health technology businesses, supporting over 880 at events, delivering one- We are leading the way for EU funded business support to-one advisory support to more than 900 and generating market in Cornwall forward to embrace some very exciting market provision in this area and have created the Superfast more than 800 website reports. 87% of businesses opportunities”. Business umbrella brand for projects that it delivers across confirmed that they had taken direct action as a result of the country. This comprises the South West of England, the support delivered and 83% are forecasting improved Michael Barritt, Director, SCSLhealth – Superfast Business Cornwall client Cornwall, Cheshire and Wales. Each contract is tailored to performance. the specific needs of the funding requirement and SME audience in that area. Between October 2014 and April 2015 we worked with the “The service Superfast Business have given us was beyond anything we Welsh Government to launch the Superfast Business Wales Pathfinder in four local authority areas. This service has had could have hoped for, and I would recommend it to anyone. It’s already a very positive impact for SMEs in the four Local Authority making a major difference, and is helping us work more efficiently.” Superfast Business South West provided business support areas; providing information to over 25,400 businesses, delivered through a team of expert advisers, workshops supporting over 200 at events and delivering one-to-one Beverley Clarke, Director, CARE – Superfast Business South West client and access to an innovative online knowledge hub. advisory support to more than 80. Working in close partnership with seven Local Authorities we led a consortium to deliver this £12m project (split by The success of the Pathfinder service can be demonstrated “The advice we received regarding Cloud versus on-site and off-site £6m ERDF and £6m match funding). by our recent win of the main superfast broadband back up security has been vital to the safety our business… And the exploitation and inclusion project in Wales. This service had a huge positive impact on SMEs across support we received on improving our SEO ranking and marketing plans the South West; providing information to over 31,000 has made a huge difference.” businesses, supporting nearly 1,800 at events and delivering one-to-one advisory support to more than Jeremy Taylor, Managing Director, Power Solutions (UK) Ltd – Connecting Cheshire Superfast Business 1,200. Although the full benefits are yet to be received the client programme has already supported the creation of 171 jobs and generated a Gross Value Added (GVA) uplift of £19.2m with a further £20m forecast. “Since starting the training business six months ago J & M Safety Training Ltd have had a very steep learning curve to negotiate. The At Superfast Business South West: support and guidance especially regarding our use of technology has • 92% of businesses said they would probably or definitely been invaluable. Getting the best out of our Superfast broadband recommend the service to others particularly using the Cloud based storage has given us peace of mind • 72% of businesses expect to secure increased sales to back up data. The introduction to ‘Mail Chimp’ as an email software • 69% believe turnover will grow package has made bulk emailing far more efficient.”
• 62% are forecasting improved business performance John Preston, J & M Safety Training – Superfast Business Wales client
• 60% think customer satisfaction will increase
• 59% expect to achieve increased efficiency
26 27 EMPLOYMENT: ENGLISH LANGUAGE REQUIREMENT EMPLOYMENT: ENGLISH LANGUAGE REQUIREMENT
About the English Language Requirement programme (ELR) The programme began in December 2014 to help people living in Wales improve their English (or Welsh where appropriate) 700+ 300+ language skills, in order to improve their prospects of obtaining learners joined ELR in the qualifications achieved in the employment and integrating into the local community. Serco first year first year is the sole prime contractor delivering the ELR programme through a network of local expert training providers across Wales, 50% of which are from the voluntary sector.
Serco delivers this payment-by-results programme on behalf of the Department for Work and Pensions. As part of ELR each learner’s speaking and listening skills are assessed and their tutor encourages and supports them to improve by one Learners can join ELR from skill-level and reviews their progress regularly. On completion of the course learners gain an accredited qualification to support their future applications for work, further education and everyday life. Learners from around 50 nationalities join 63 Jobcentres ELR, speaking 75 different languages. In its first year of operation, over 700 ELR learners joined across Wales Serco’s ELR programme, and over 300 of these have already successfully achieved a qualification. ELR is having a significant impact on improving people’s lives, many of whom have already moved into work or further training.
50 75 nationalities languages 4
2 2 3
50% 18 of our providers delivery sites are from the voluntary sector
28 29 EMPLOYMENT: ENGLISH LANGUAGE REQUIREMENT
ELR - One year on “My tutor, Ana Gomes, was great!” Iliana stressed. “She made the lessons fun and really enjoyable. I was a little A new start for insecure and shy to begin with, but Ana encouraged me to talk and to not be afraid of making mistakes.”
“I successfully completed the ESOL NOCN Entry 1 Iliana following qualification. This means a lot to me because I was finally able to communicate with others, ask for things and express my opinions and preferences. I no longer feel so isolated and English insecure. I no longer rely on my fiancé for everything and I feel much more independent and confident because of this.”
Ana added: “Iliana was an outstanding student. It has qualification been wonderful to see her personality shining through. She has become more bubbly and started taking part in social events in her local community as a result of her When Iliana Kamenova joined Serco’s “I was finally able to increased confidence. Iliana is positive English Language Requirement (ELR) about finding work imminently, as she programme in Wales with WEA YMCA CC communicate with is confident in her language skills and Cymru she appeared very quiet, shy and others. I no longer feel capabilities to go through the job insecure about herself and her ability to interviewing process successfully.” learn English. so isolated and insecure. I no longer rely on my Iliana added: “I’ll continue learning with The 26-yer-old from Bulgaria used to work fiancé for everything Ana as a community student because I in farming and in the catering industry in am determined to continue bettering Learners and colleagues raised in Sudan so her English was poor. city centre and have coffee and speak Portugal before moving to Wales. and I feel much more myself and to secure employment in the She moved back to the UK in July 2015 to people, and can talk in English to independent and catering and hospitality industry.” have been celebrating with her sister. Maha said: “I was scared people at Church.” Life in Colwyn Bay, however, had proved confident.” after a group of 17 passed when I first came to ACT but Lucy, my challenging as Iliana doesn’t drive and tutor, was really nice to me and this Mohammed Abdulrahman, also from relying on local transport is not always their ELR course made me feel better; she talked really Syria, said: “All I could say when I convenient. Her biggest barrier to employment though slowly so I could understand her. I have came to class is ‘one, two, three’, but was her poor English language skills which, she felt, were The learners received their really enjoyed the course and have now I can have a conversation. It’s preventing her from securing work. qualifications at a ceremony organised loved my time here. been good; a big thank you to my to mark the first year anniversary of teacher Lucy.” Mohammed is planning Iliana’s tutor, Ana Gomes, said: “Iliana became a very ELR. The event, which took place in “I will start a Work Ready course and to take further language courses and interactive learner. She participated enthusiastically in group our provider ACT’s premises in Cardiff I’m looking forward to that. I have a receive training to become a qualified discussions and started helping others in the class. Her was well-attended with representatives Physics degree from Sudan and I want electrician. confidence grew hugely as the weeks went by and as a result from Jobcentre Plus and Department to get a Master’s degree here and work she became much happier. for Work and Pensions. in laser treatment.” Lisa Edwards, Learning for Work Manager at ACT said: “Many of these “I planned activities which gave Iliana sufficient opportunity Diane Davies, DWP Performance Meanwhile, ELR graduate Marwan learners are only able to speak a few to express herself. The language contents covered in the Manager, said: “I really enjoyed Alrefai moved to Cardiff from Syria a words of English when we first meet sessions had to be put in a context relevant to Iliana, so that attending this event. It is great to see year ago due to the war. He used to them and some have experienced, she found it easier to relate to and to participate.” participants proudly collecting their work as a salesman in Syria but wants to and are still battling with, some really certificates and using their new learnt train as a chef as he has a keen interest difficult circumstances. ACT is here to skills interacting with everyone in and experience in cooking. Marwan support them in any way that we can English.” said: “Lucy is a very good teacher and and we are constantly finding new and has helped me to speak better English. innovative ways to do so to help them One of the ELR graduates, Maha I liked the course and I have made new into employment.” Hassan, was born in Scotland but was friends. I now am able to go into the
30 31 SERCO EMPLOYMENT: IMPACT ON SECTOR SERCO EMPLOYMENT: IMPACT ON SECTOR
Impact on employment sector and beyond Serco provider wins IEP / ERSA health From active participation in key conferences and running our ERSA award conference Inspire 2 Independence (i2i), one of We sponsored ‘Leading from own roundtables on crucial skills and employment subjects, to our Work Programme providers in the front: health, disability and the West Midlands won the Partner employment support’; a conference supporting sector bodies deliver important messages, the last of the Year category at the ERSA organised jointly by the Institute of year has been filled with exciting opportunities and ambitious Employability Awards 2016, following Employability Professionals (IEP) and Serco’s nomination. the Employment Related Services plans for the future. Association (ERSA), which took place The Partner of the Year Award in Birmingham in March 2016. recognises excellence as a subcontractor in the field of The event shone a light on the IntoWork Convention New perspective for Welfare reform and devolution roundtable employment-related services. It world of employment support for employment support was recognised that i2i’s work with people with disabilities and health session: What works for Serco’s summer 2015 roundtable, organised in association with The Municipal customers facing complex health conditions, including the training employers - Work and Health Journal, focused on local government’s role in delivering the employment conditions and disabilities is often and support needs of frontline staff. roundtable agenda. A diverse range of local authority Chief Executives along with academics described as ‘trailblazing’ thanks to IntoWork Convention 2016, organised and Serco representatives discussed the culture change needed to meet future their creative deployment of resources by the Learning and Work Institute, In the November 2015 spending employment requirements. to support them to move into was probably the biggest and most review the government announced sustainable work. high profile event in the employability that the current Work Programme, Participants debated the challenges faced by local government and their agenda. due to end in 2017, will be replaced supporting partners, in delivering the welfare agenda to meet local needs, Natalie Keating, i2i’s Group Managing by the Work and Health Programme. including helping more young people into sustainable employment, targeting Director, said: “Without all the hard We delivered a session alongside economic exclusion in the most deprived communities, and replacement of work and commitment of our staff to Leeds University Business School We organised a roundtable in current back-to-work schemes. the amazing industry we work in we (LUBS) on ‘What works for employers: December, in association with Local would not have won this prestigious Bridging the gap between academia, Government Chronicle, bringing The increased focus on localism also generated thoughts on successful service award. Diane and I were extremely Work in Progress policy and practice.’ together a diverse panel of high-level integration – aligning skills, health, education and economic interventions to shocked and proud to receive this experts representing public health, improve personal employability and raise local employment rates. award on behalf of i2i. The level of conference session: An expert from LUBS shared insights the third sector, private providers congratulations and applause on the Equipping advisers for from ongoing research with over 1,500 night from hundreds of people was and local government to discuss the Work and Health employers of various sizes and sectors implications of the new programme. Supporting IEP at annual ERSA conference extremely humbling. across the UK and abroad. The session focused on employer involvement in Carley Consult’s conference took The debate was about what the Serco also sponsored the Lifetime apprenticeships and employers’ views We proudly sponsored the Institute of Employability Professionals’ (IEP) breakfast place in Manchester in April 2016 new Work and Health Programme Achievement Award once again, which on and experiences of employing launch at the Employment Related Services Association (ERSA) conference, which to discuss the new Work and will mean for local authorities, Teresa Scott from Kennedy Scott won. disabled people. took place in London in December 2015. especially against the backdrop More details on www.ersa.org.uk Health Programme (replacing the Work Programme), the influence of devolution deals giving them Our Serco representatives then talked Serco had the opportunity to open the session themed ‘The best supply chains of localism and devolution of greater negotiating power over the about Serco’s perspective as a large will contain the best people’. We talked about the importance of having the right employment and skills, and the delivery of services. More widely, employer and employment and skills people for the right jobs in the increasingly challenging employability sector, and impact of the new Apprenticeship how devolution and integration of provider. They described how such the role that training and development plays in the management of successful Levy. services may affect councils’ support findings are used to support people to supply chains. for people experiencing long-term improve their life chances and shared Serco delivered a well-attended unemployment. examples of initiatives promoting Employment Minister at the time, Rt Hon Priti Patel MP, delivered the conference’s session on ‘Equipping advisers economic advancement across local keynote speech emphasising the opportunities to learn from past back-to-work for the new Work and Health communities, including health-related programmes in developing future provision to support people experiencing long- Programme’. It brought together initiatives and future opportunities like term unemployment. managers and practitioners to the Apprenticeship Levy. talk about the opportunities and challenges the new programme Natalie Keating, Group Managing will bring for advisers, whose role is Director & Diane Burrow, Performance to support long-term unemployed Director, i2i, collect ERSA Award people back into sustainable work.
32 33 IMPACT ON COMMUNITIES IMPACT ON COMMUNITIES
Impact on our communities HMP Kilmarnock’s award-winning approach Making a difference to local communities is in the heart of Serco-operated HMP Kilmarnock achieved the ‘Scottish Healthy Working Lives’ Gold Award in 2015 for the eighth year in a row. everything we do across Serco. The following are just a few For a number of years there has been a proactive multi-disciplinary Health examples of how Serco teams in Scotland are having a positive Promoting Prison Group focusing on areas such as oral health, sexual health training, smoking cessation and providing a comprehensive health needs welfare and economic impact at both local and national levels. assessment.
The team at HMP Kilmarnock have an opportunity to tackle the health inequalities of adult males while they are incarcerated and aim to encourage them to change their lifestyles preparing them for release from prison, relieving pressure from external services when they return to the community.
HMP Kilmarnock regularly host health promotion days and run activities throughout the year in partnership with the NHS, Glasgow University and Stirling University.
Serco has also agreed with the NHS to train prisoners in supporting smoking cessation, meaning they can assist smoking cessation teams in the community on their release.
To prepare prisoners for release and improve their employability, HMP Kilmarnock works alongside local colleges to enable them to gain qualifications on a wide range of courses including creative writing, ICT, mathematics, sporting Public Health England: Sugar Smart NorthLink Ferries qualifications, painting and decorating, horticulture, industrial cleaning and sewing, horticulture, psychology and sociology, music, and various health-based Serco’s Public Health Glasgow team based at Skypark, Serco NorthLink Ferries purchase 86% of all hotel supplies courses. Prisoners can enrol on Open University modules too, ultimately working Finnieston has worked with Public Health England (PHE) from within 50 miles of operating ports. This includes two towards a degree if they wish. to launch a new Change4Life Sugar Smart campaign and social enterprise organisations, Glencraft and Cope Ltd. device application, which counts the amount of sugar in HMP Kilmarnock also collaborate with charity The Samaritans to train some a product by simply scanning its barcode using a phone’s Glencraft in Aberdeen, who manufacture and supply prisoners to work as ‘listeners’. After a selection process and rigorous training, camera. high quality mattresses to NorthLink Ferries, are a Social listeners provide emotional support to fellow prisoners that may be feeling lonely Enterprise dating back to 1843, employing 45 local or experiencing feelings of distress, through a confidential, non-judgemental way. The campaign comes as it has been found that many British employees of which approximately 80% have a disability or Aside from the obvious benefits to prisoners on the receiving end, the scheme children are consuming their own body weight in sugar are disadvantaged in some way. In February 2016, Glencraft benefits listeners too, as they gain valuable transferable skills and a work ethos, each year and it aims to raise people’s awareness of their opened their new showrooms in the North East City, useful for their return to the community. sugar intake as well as encourage them to cut down. having moved to new premises as a result of support from organisations such as NorthLink Ferries. In addition to the Change4Life campaign the team provides contact centre services across a range of public health HRH Princess Royal opened the new showrooms earlier this subject matter areas for PHE, e.g. smoking cessation, year and Peter Hutchinson, NorthLink Ferries’ Customer sexual health, substance misuse, diet and exercise, and Service Director had the honour of introducing Glencraft’s advice for carers. clients and supporters to Her Royal Highness.
These services are provided via telephone, email, webchat, Cope Ltd, based in Lerwick, Shetland but with operations SMS and social media platforms with support from in-house also in Orkney, provide employment and skill development subject matter experts with a background or professional for adults with learning and physical disabilities. In all 250 qualifications in health, addiction, psychology or nursing passenger cabins across the three NorthLink passenger to handle complex contacts from citizens. More details on vessels we have either Shetland or Orkney soap products www.nhs.uk/change4life. made by Cope as well as their fresh sandwiches supplied to the on-board restaurants. These soaps along with other cosmetics products are also available in the on-board shops.
34 35 Bringing service to life
www.serco.com
Serco Employment, Skills and Enterprise Laburnum House Laburnum Road Bournville Birmingham B30 2BD United Kingdom
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Please direct enquiries about this publication to Marianna Barillec, Marketing Manager, Serco Employment, Skills and Enterprise, [email protected]
Publication date August 2016. This project is Serco Group plc endeavours to ensure that the information in part-financed by In partnership with this document is correct and complete, but does not accept liability for any error made or omission from this document. The development of Serco Group plc products and services is continuous and information may not be up to date. It is important to check the current position with Serco Group plc. To the extent permitted by law, Serco Group plc disclaims all warranties, express and/or implied, as to the accuracy of any information contained in this document.