Case Study Portfolio Effective approaches for an ageing workforce November 2011 Effective approaches for an ageing workforce - Case study portfolio CONTENTS 1. INTRODUCTION ..................................................................................................... 4 1.1 Purpose ................................................................................................................... 4 1.2 Target audience ....................................................................................................... 4 1.3 Acknowledgements .................................................................................................. 4 2. CARE ...................................................................................................................... 5 2.1 Hendra House – the value of older apprentices ....................................................... 5 2.2 Home Instead Southport – the benefits of employing older care workers ................. 7 2.3 Lilian Faithfull Homes – recruiting and retaining older care workers ........................10 2.4 The Partnership in Care – recruiting older workers .................................................12 2.5 Woodford Home Care and Support Services – recruiting older workers based on their life experience and personal values ................................................................13 3. CONSTRUCTION ...................................................................................................15 3.1 Clugston Group – retaining skills ............................................................................15 3.2 Clugston Group – age profiling ...............................................................................17 3.3 Johnson & Thorpe – skills of older workers .............................................................19 3.4 Killby & Gayford – knowledge is the key to success................................................20 3.5 Killby & Gayford – a fresh approach to managing performance ..............................22 3.6 Killby & Gayford – flexible working works for us ......................................................25 3.7 Killby & Gayford – trust people to know when to go ................................................27 3.8 Nicholson-Roberts – risks of losing older workers’ knowledge ................................29 3.9 Nicholson-Roberts – a flexible solution that works for all .........................................31 4. EDUCATION ..........................................................................................................33 4.1 Barnet College – working without a fixed retirement age.........................................33 4.2 Epping Forest College – working without a fixed retirement age .............................33 4.3 Grantham College – working without a fixed retirement age ...................................33 4.4 Queen Alexandra College – working without a fixed retirement age .......................33 4.5 Stoke on Trent College – working without a fixed retirement age ............................33 4.6 Wakefield College – working without a fixed retirement age ...................................33 5. FINANCE ...............................................................................................................34 5.1 Nationwide – operating age neutral policies ............................................................34 6. HEALTH .................................................................................................................37 6.1 ABM University Health Board – flexible retirement ..................................................37 Case study portfolio – November 2011, v1.0 Page 2 of 66 Effective approaches for an ageing workforce - Case study portfolio 6.2 NHS Portsmouth – recruiting, retaining and valuing older workers without a default retirement age ........................................................................................................39 7. HOSPITALITY ........................................................................................................43 7.1 McDonald’s .............................................................................................................43 7.2 Marstons .................................................................................................................44 7.3 Rank .......................................................................................................................45 7.4 Hilton Worldwide .....................................................................................................46 8. MANUFACTURING ................................................................................................47 8.1 RONSEAL ..............................................................................................................47 9. PUBLIC SERVICES ...............................................................................................50 9.1 Falkirk Council ........................................................................................................50 9.2 Hertfordshire County Council – managing retirement after the DRA .......................54 9.3 North Warwickshire Borough Council......................................................................57 10. RETAIL ..................................................................................................................59 10.1 John Lewis Partnership – removing the default retirement age ...............................59 10.2 Mark & Spencer – approach to older workers .........................................................60 11. TRANSPORT .........................................................................................................61 11.1 A T Brown Coaches, Telford ...................................................................................61 11.2 Clugston Distribution Services – a pragmatic approach to older workers ................63 11.3 Clugston Distribution Services – the benefits of training and development for older workers ...................................................................................................................64 11.4 First Group – transporting pensions into the 21st century ........................................65 12. CROSS SECTOR ...................................................................................................66 12.1 Sodexo ...................................................................................................................66 This document has been produced by Capita Consulting (part of Capita Business Services) in partnership with the Employers Network for Equality and Inclusion (formerly Employers Forum for Age and Belief) on behalf of the Department for Work and Pensions (DWP) as part of an Age Positive Initiative called Extending Working Lives. It contains case studies for use in taking forward the older worker’s agenda. The DWP’s contact is Carolynne Arfield ([email protected]), who is Employer Engagement Lead within the Redefining Retirement Division. Please note this pack is for help and information only. It is not an authoritative statement of the law, and future changes in the law may make it gradually less accurate. The Department for Work and Pensions, Capita Business Services and Employers Network for Equality and Inclusion take no responsibility for how you use the information. You should always take professional advice on any specific legal or financial matter. Case study portfolio – November 2011, v1.0 Page 3 of 66 Effective approaches for an ageing workforce - Case study portfolio 1. Introduction 1.1 Purpose These case studies have been produced as part of the Age Positive Initiative, Extending Working Lives. This portfolio provides examples of employers who have recognised the value of older workers and taken action to adopt working practices which fit the needs of the business and their employees. The case studies are for information only. Most do not have any restrictions on use: however, if you wish to use any of the case studies or their content for your own purposes, it is recommended that you contact the originating organisation to seek approval, where contact details are included. Case studies are presented by industry sector, but are relevant across all sectors: they cover a range of themes connected with older workers from retention of knowledge and flexible retirement to performance management and training. 1.2 Target audience This document is for professional and employer-led bodies, who have opportunities to influence and support individual employers to consider the issues of an ageing workforce and make changes to accommodate older workers in line with good practice. 1.3 Acknowledgements Thank you to all employers and their employees who came forward to share experiences and contribute to case studies. Case study portfolio – November 2011, v1.0 Page 4 of 66 Effective approaches for an ageing workforce - Case study portfolio 2. Care 2.1 Hendra House – the value of older apprentices Hendra House is a family run residential home located in Ludlow, South Shropshire. It accommodates 28 residents who are cared for by a staff team of 32, eight of whom are over 50. Commitment to training and development The commitment to the training and development of staff of all ages is evidenced in its Key Business Objectives, with one of the five being: . Provide Effective Staff Development Programmes for All Staff Teams Consequently 98% of the staff either have or are working towards