Capacity building with customers Our journey so far · Our journey so far Julie Grove STEP...
Transcript of Capacity building with customers Our journey so far · Our journey so far Julie Grove STEP...
Capacity building
with customers
Our journey so far
Julie Grove
STEP employability and
engagement coordinator
Sarah Smith
Community investment
manager
Our time together today
• Who are we?
• Where have we come from?
• Where are we at?
• Exploring the customer journey
• Spreading the word
• Lessons learnt
• So what ?
• What’s next? Where do we go from here?
• Time for your questions and ideas
Who are we?
• Sentinel Housing Association
• Only locally run housing association in
North Hampshire – local decision making
• Not for profit
• Portfolio – 9100 homes - several local
authorities
• Just over 200 staff
• Prosperous area – Hampshire v hotspots !
Where have we come from?
• No previous direct involvement in
employment programmes
• 3 year lottery funding – Academy4Housing
• Support Towards Employment
Programme (STEP) 2013 – 2016
• 3 London based partners
• Rocky road
• Intensive one to one guidance and
support
STEP
The customer journey
Where are we at?
• One to one support – every step of the way
• Group learning e.g. Enham Trust
• Training / qualifications
• Volunteering
• Work placements
• Personal financial support
Spreading the word
• Facebook – targeted , timely
• Tailor made campaigns – buses, pull up
banners, age related flyers
• Press releases, full page spreads
• Holding message – call centre
• Shopping centre
• Personal financial support
• Staff
• Research
• Film
STEP stars on film
https://www.youtube.com/watch?v=J76Qe22sEZo
Spreading the word
• Radio
• Partner referrals (non customers – WP
caution)
• High profile events - schools, careers
fairs
• In-house team referrals
• Word of mouth
Lessons learnt
• Intensive support – crucial
• Lengthy journeys – from developing
confidence to keeping work
• Building partnerships – challenging !
• In-house – placements, promo, volunteering
• Local – skillzone, JCP, college, training providers,
volunteering, marketing support, reciprocal
signposting
• Regional – work programme providers
• National – lottery
So what?
So what? The people behind the numbers
• Tracey
• Stuart
• Phillip
What’s next? Where do we go from here?
• Community investment strategy - hot spots
and impact (HACT)
• Links with financial inclusion, social
inclusion, digital inclusion and customer
engagement projects
• managing pay packet
• learn my way courses, digital champions
• volunteering
• Stay on track
• constant review
• continuous improvement
• customer base
• challenge self and others
Time for your questions and ideas