Employment, Skills and Enterprise Impact Report Issue 3 · In April 2016 Serco Employment, Skills...

Employment, Skills and EnterpriseImpact Report Issue 3

Matthew Bradley’s learning related disabilities and lack of work experience stood in the way of him securing work, until he joined the Work Programme with learndirect, one of Serco’s providers.

The 24-year-old from Warwick had never worked before and he was shy and nervous around new people. His health issues have been a barrier to work that in time he has successfully overcome and he was determined to get into work.

Matthew, along with his advisers Tim, Kevin and Lucy worked hard to

find an entry level job and prepare him for the world of work, and soon Matthew managed to get a permanent role as crew member with a leading fast food chain.

Tim said: “Matthew is very friendly and upbeat and possesses an excellent attitude – brilliant skills for customer service. I am convinced that through hard work and continued support he will be a great success.”

Matthew said: “I am very grateful for the support from all the staff at learndirect.”

Year 5 of the Work Programme (April 2015 - March 2016) saw a Work and Pensions Select Committee report, which recognised that this programme has performed as well as previous ones, but at a greatly reduced cost. Statistics released in March 2016 show that the Work Programme has helped over half a million people into sustained work.

Serco has been delivering this payment-by-results initiative on behalf of the Department for Work and Pensions in the West Midlands and South Yorkshire, through a network of expert providers from the private, public and voluntary sectors. It is part-funded by the European Social Fund.

The employment market has changed dramatically since the programme began. As the economy takes an upward trend,

those closer to the labour market move into work quicker than before, and so people experiencing more complex barriers to work, often coupled with mental and physical health conditions, take up a much greater proportion of our Work Programme customers.

For the Work Programme extension year (April 2016 - March 2017) we took the opportunity to refresh our delivery model - following extensive consultation with both our providers and customers - in order to better respond to the evolving market. This includes a smaller delivery network comprising our best performing providers, provision for occupational health support where needed, and a move from a three-phase model to a single phase (customers now remain with one provider throughout their two-year programme journey).

About the Work ProgrammeThe Work Programme is a government initiative launched in June 2011 providing a coordinated package of support to individuals experiencing long-term unemployment, regardless of the benefits they claim.

Welcome to our latest Impact Report

This publication aims to highlight some of our work during the last year, and let you experience our values of Trust, Care, Innovation and Pride through a selection of case studies and incredible stories of some of the people we have supported; people who have experienced many of life’s struggles and whose lives have been transformed through positive advice, training and support from Serco and our partners.

In April 2016 Serco Employment, Skills and Enterprise was born, following the amalgamation of Serco’s Welfare Services; Vocational Services and Education; and Peninsula Enterprise, 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 flourish and boost economic development.

In the last year:• Together with our providers we supported people

experiencing long-term unemployment into over 5,000 jobs (year 5 of Work Programme).

• We led the development of the first degree-level apprenticeships in management and we currently support over 1,200 apprentices.

• We offered one-to-one advice to over 1,000 businesses.• We engaged with over 700 people through the English

Language Requirement programme, helping them improve their communication skills.

• We retained the highest possible Merlin rating of ‘Excellent’; a Department for Work and Pensions assessment on supply chain management, and consider this a strong endorsement of our values-led approach.

A big thanks to Serco colleagues and our partners for all their hard work and I hope you’ll enjoy reading this Impact Report.

Faye Shaw, Managing Director, Citizen Services, Serco

03 About the Work Programme

04 Serco’s Work Programme at a glance

06 Supporting people with health conditions

14 Health-related initiatives from wider Serco

16 Employer Engagement

18 What our Work Programme advisers say

20 About Serco Skills

21 Serco Skills at a glance

22 Serco Skills success stories

24 About Serco Enterprise

25 Serco Enterprise at a glance

26 Serco Enterprise success stories

28 About English Language Requirement

29 Serco’s ELR programme at a glance

30 ELR success stories

32 Impact on employment sector and beyond

34 Impact on our communities

Learning difficulties don’t stop Matthew from enjoying first job ever

“I am very proud of what I have achieved in a short space of time and happy and excited about starting a career in my first ever paid job.”

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EMPLOYMENT: WORK PROGRAMME

02

New jobs created

5,200 in Year 5*

45,000+ up to Year 5

NEETs** gone into work 18 to 24-year-olds gone into work

16,500+ up to Year 5

Number of employers who recruited our customers

Over 9,500 in the West Midlands(Coventry, Warwickshire, Staffordshire, The Marches)

Around 7,000 in South Yorkshire(Sheffield, Rotherham, Barnsley, Doncaster)

Around 92,000 hours of support in Y5 getting people

closer or into work

Over 3,300 new businesses created through our self-employment

support programme up to Y5

*Year 5 of the Work Programme: 1 April 2015 - 31 March 2016 **NEETs - Young people not in education, employment or training***Serco is the only Work Programme prime contractor to hold a PAT ‘Strong Assurance’ rating

Over 500 people employed in Serco’s delivery

network in Y5

53% of our providers are SMEs

46% of our providers are from the voluntary sector (receiving 45% of our customers)

Over 20

provider networking events – on improving

quality and performance and sharing best practice

held in Y5

100%

service delivery – delivered by over 20

subcontracted providers in Y5

25

Information Security audits – Ensuring

government data is protected

Around 60Compliance audits

– ensuring statutory, regulatory and

contractual compliance

Top score‘Excellent’ retained in DWP’s Merlin

assessment on supply chain management

Top score‘Strong Assurance’ In Provider Assurance Team (PAT) assessment on robustness of

internal controls***

Over 1,300 in Year 5

(around 1,700 jobs)

Almost 10,000 up to Year 5

(over 16,700 jobs)

Over 400 in Year 5 (in over 500 jobs)

Over 2,600 up to Year 5

(around 4,500 jobs)

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SPARC pilot

Serco is currently trialling the Psychological Assessment for Readiness to Change (SPARC) with 1,000 participants. This is a diagnostic tool, widely considered as an accurate predictor of someone’s genuine attitude and willingness to re-enter employment.

The model is predicated on Nudge Theory, a concept in behavioural science, which argues that positive reinforcement and indirect suggestions to try to achieve non-forced compliance can influence people’s motives, incentives and decision making. An initial assessment is followed by tailored workshops to maximise impact.

The model has been used very successfully in other markets and is broadly applied in the Australian Employability market. The findings from our pilot will be used to inform future strategy to support our customers to get closer and into sustainable employment.

What SPARC participants say:

“I spent over twenty years in a job that demolished my confidence and I was living on prescription drugs for depression and anxiety. SPARC was inspiring and filled me with positivity; it made me realise that I have choices.

“It opened an awakening in my psyche, my little grey cells started waking up; I started making decisions. Now, at the age of fifty, I feel as if my life is just beginning. I am a different person, happier and more confident; my life has improved as a result of SPARC.” i2i customer

“I didn’t have much hope of ever finding a job but after I did the resilience workshop I gained much more confidence in myself.

“The workshop was not only fun, it was an eye opener; I was shown my strengths and my self-confidence is at the highest it’s ever been as a result.

“I enjoyed every minute of the course, I didn’t want it to end. Thank you for showing me that I am unique and special.” WISE Ability customer

Supporting people with health conditions Our Work Programme customer mix has dramatically changed since its launch in 2011. A vast proportion of customers face complex barriers to work including mental and/or physical health concerns. To respond to our customers’ needs we continuously invest in upskilling our advisers and commissioning new initiatives and pilots.

Her line manager has stated how pleased she has been with Caz from day one and that her enthusiasm and hardworking attitude has stood her in good stead moving forward.

Sam said: “Caz is really happy and has a buzz about her having found a new vocation where she is able to channel her energy and gain valuable experience. She aspires to become a Sports Physiotherapist and hopes that during her career with the NHS she can develop

the skills and training needed to achieve this goal.”

Caz said: “I’m really enjoying my new role in healthcare which is busy and challenging. I remain in regular contact with Shaw Trust, helping make sure everything is going okay. My employer is really happy with my progress and I’ll do my best to ensure this continues.

“I’ve already volunteered to coach the football team. This is a real bonus as I have a real passion for sports and fitness.”

SPARC-ling new beginning for Caz with NHS role

Caz Richardson, 25, from Redditch, had been unemployed for 12 months when she joined the Work Programme with Serco’s provider Shaw Trust. She has been suffering with vertigo which is controlled by medication and may need to undergo a thyroid surgery to remove a cyst from her neck. Caz was also worried about her limited work experience.

Her adviser, Sam Leverton, said: “Caz has always been enthusiastic and open to new challenges. Since our first appointment it was clear she was looking for a vocation that would develop her skills and challenge her on a daily basis.”

Regular one-to-one support on career options was followed by SPARC Resilience training to help Caz maintain her positivity and self-belief.

Following SPARC, Caz secured a full-time paid apprenticeship as a Medical Healthcare Assistant at the Alexandra Hospital in Redditch. In addition to CV, application and interview techniques support, Shaw Trust helped towards interview clothing and travel costs ahead of Caz receiving her first salary.

“I’m really enjoying my new role in healthcare which is busy and challenging. My employer is really happy with my progress and I’ll do my best to ensure this continues.”

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Occupational Health Service

In 2016 we have commissioned Occupational Health services from Health2Employment, part of Inspire 2 Independence (i2i), one of our Work Programme providers. This service has been made available for all providers in our supply chain to use to support customers with advice and guidance on managing health conditions.

“I then applied for and secured an interview for a Mental Health Employment Adviser position with charity ‘Making Space’, after meeting them at a job fair i2i had organised. I was the 17th person to be interviewed and I was given the job on the spot. I was shocked, grinning like a Cheshire cat, and I

couldn’t wait to tell Deborah and Sharon. It was amazing; the beginning of a new journey.”

Simon’s line manager, Lyn Varden, said: “Simon is a role model to the clients enabling and inspiring them to believe in themselves. He is a valued member of the team, bringing a strong mix of talent and experiences to the organisation.”

Deborah added: “Simon tells me he uses the same techniques I used on him with his clients; he says it’s as though I am sitting on his shoulder. He got his first customer into work recently which he is incredibly proud of. I’m so pleased with his success; Simon’s determination has really paid off for him.”

Simon inspires others to get into work after ill health

“My name is Simon Astbury and I’ve been unemployed for three years. I’ve started Serco’s Work Programme in January 2014 with i2i after losing my job as a Quality Inspector at Amazon. A botched operation left me fighting for my life due to the effects of septicaemia. I also lost my home and was living on ESA*. The experience had a huge impact on my life and I was diagnosed with post-traumatic stress disorder.

“I came to i2i very angry and upset but my advisers Deborah and Sharon showed a lot of understanding. I realised a career change was the only way forward. I completed several courses through i2i and gained recognised qualifications. I particularly enjoyed the NVQ Level 2 in Adult Health and Social Care. It made me reflect on what I really wanted to do - work in the mental health field.

“Deborah and I worked together to update my CV, job search and prepare for interviews. She also supported me emotionally and gave me a lot of confidence. There were a couple of times when I dipped, and she showed me a lot of empathy; she didn’t judge me, she went along the journey with me.

“I started volunteering with Mind which I absolutely loved; I’m still attending now. They’ve asked me to be a trustee member on their board, which I feel really honoured about! I’d recommend volunteering to anybody. It’s about helping people and giving something back. It’s also given me relevant experience to put on my CV.

“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.

“[My adviser] showed me a lot of empathy; she didn’t judge me, she went along the journey with me.”

New Meaning

Serco commissioned social enterprise New Meaning to deliver ‘Working with Initiative Pilot’, a 9-week course enabling 18 to 24-year-olds who are struggling to take initiative in their lives to achieve their ambitions. A third of participants went into employment within the 12-week tracking period while the rest of our customers demonstrated increased engagement with their provider following the workshop.

Future pilots

Other pilots we are currently undertaking include sessions promoting positive change in attitude and encourage taking personal responsibility, as well as courses for customers with neurodiverse conditions (e.g. Dyslexia, Dyspraxia, ADHD, Autistic Spectrum Disorder), mental health conditions, substance abuse history or brain injury, aiming to enhance their cognitive ability (‘working memory’) in order to improve learning capacity, communication skills and confidence, and as a result employability.

We’ll also take part in a collaborative project, aiming to support unemployed people with chronic pain back into work (see page 12).

*ESA: health-related benefit

One of our providers said:

“We started using the Occupational Health referral service provided by i2i and have found it very supportive for our interaction with customers.

“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 background which our advisers don’t.

“Our OHP is experienced, very supportive and maintains regular contact with us. The action points she provides prioritise customer needs, thus giving advisers additional support to help move customers closer to employment through increasing the tailored customer activity.”

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Effective communication with customers

Our partnership with Department for Work and Pensions (DWP) Work Psychologists provided our advisers the opportunity to benefit from practical workshops on effective communication with customers, concentrating on positive language and supporting people move forward.

The ‘Solutions-focused interviewing’ workshop supported advisers on challenging perceptions and supporting customers with mental health conditions, encouraging people make practical improvements in their everyday life and realise their potential.

Other upskilling workshops included health condition awareness like learning difficulties, Autistic Spectrum Disorders, anxiety and depression.

JCP partnership

Our partnership with a number of local Jobcentre Plus (JCP) centres in both our regions continues to flourish. The aim is to improve working relationships, encourage a more joined-up approach and improve outcomes for customers with health conditions in particular for both parties.

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.

Centre for Mental Health training

We worked with the Centre for Mental Health to provide upskilling opportunities to our advisers. The training delivered aimed to enhance advisers’ capability in dealing with customers on the Autism Spectrum, including how to identify potential symptoms and provide effective supporting mechanisms.

ESA adviser working group

Set up in 2014, the group acts as a platform for advisers from various providers to network, share best practice and learn from each other. ‘Surgery sessions’ are particularly popular; advisers talk about cases they are struggling with and gather ideas from the group on how to tackle them.

Advisers are now comfortable enough to call and ask for advice from peers. Two providers teamed up to shadow and upskill each other, while another two formed a local ESA customer group session, as neither had enough customers to warrant separate groups.

Guest speakers also join to support with specialist tools and techniques including occupational health advice, improving access to psychological therapies, support for families and community facilities.

What our Work Programme customers say:

“There is a lot to be gained from attending the Work Programme; I regained my confidence and I cannot believe how my life has changed. I am only cleaning at the moment but I love it. I can see that advisers’ job isn’t easy but it has life changing consequences for those that want to change.”

“My advice to other Work Programme customers is to focus on what you can do instead of what you can’t do and allow the advisers to work with you and be a part of the journey. Sometimes you do trip and fall, but you get back up stronger and you learn from it, and then you do get the outcome that you want.”

“My adviser encouraged me to attend job interviews and believed in me which built up my confidence and put belief in myself. He would communicate and send a good luck message beforehand and check to see how I got on, which I thought was nice. Thank you all for helping me get a job!”

“Being in work has had a major impact on my life. I used to be embarrassed to say I’m unemployed when people asked me what I do. Now I’m proud that I’m working rather than staying at home, and when I buy things for the house it’s nice to know I’ve earned that; it gives me a morale-boost. My son is currently at college and my 21-year-old daughter is now working too. I like to think that she sees me as a role model; I’m going out to work and she can relate to that.”

Upskilling providers

Participants said:

“I found the workshop engaging, thought-provoking and highly relevant.”

“It has made a difference to the way I interact with customers and I am confident that it will positively impact performance in our team.”

“It’s helped me ensure positivity is encouraged 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 common issues, a chance to come together and advise each other on particular cases. It also provides news and insight into new services.”

“I find the working group helpful as you can hear other providers’ struggles and points of view. It’s reassuring to know others face the same situations.”

“I like to put a face to a name with the other providers, which has helped engagement.”

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Understanding our audience

Customer journey mapping - ExperienceLab

In 2015, we worked with Serco’s ExperienceLab - a user experience design agency - to build a detailed customer journey of our existing customers.

For over 40 years ExperienceLab has been helping brands like Google, the BBC and American Express to drive innovation and shape new customer-centric products and services.

The aim of this project was to enhance our understanding of our customers’ needs and inform the continuing development of our services. The in depth investigation highlighted the elements of our service that customers really value including their relationship with their adviser, tailored advice, and support in the early days of starting a new job. The research also set out a number of ways we can enhance our service moving forward, to best serve the changing customer groups, including those experiencing long-term unemployment and health conditions.

Pain management - Warwick University

At Serco we have a history of successfully implementing research collaborations with academic institutions both in the UK and the US to help inform strategic decisions.

We have recently teamed up with Warwick Medical School to explore the possibility of collaborating on a project aiming to trial a new tool supporting customers who suffer with chronic pain to return to work and improve their quality of life. The proposed two-year project will begin in 2017.

Health & digital support - Birmingham City University

Digital innovation is key in creating efficiencies and improving citizens’ experience, especially against a backdrop of local government budget reduction across the public sector.

Serco collaborated with Birmingham City University’s (BCU) student-run marketing agency The Link on a project looking into optimising the use of digital technology to drive efficiencies and improve the experience of our customers, especially those with health concerns.

With no prior experience in the field, the students were able to demonstrate with practical examples how embracing new technologies could help us improve customers’ experience - especially those with mental health concerns - while keeping costs down.

Nicola Gittins, Course Director and Programme Lead for Undergraduate Marketing Programmes at BCU, said: “We created The Link Marketing Agency in support of BCU’s practice based learning strategy. This student-led marketing agency is completely voluntary, but each year we find students more than willing to get involved, as it gives them the opportunity to apply their knowledge to real commercial projects. These projects are equally valued by both students and the clients alike, with many organisations adopting some of the ideas and concepts presented, which is wonderful to see as it gives our students such confidence and experience as they start their careers.

“This project further strengthens BCU’s relationship with Serco and builds upon the work that our MBA students undertook with Serco the previous year. It is hoped that the relationship will continue to develop with further collaborations.”

Heather and Tanyann achieve ideal jobs following chronic pain

Tanyann Williams, 40, from Barnsley, is a single mum of four children. She lost her job and had to rely on health benefits due to a combination of osteoarthritis and a hip replacement in 2014 which caused complications in her back.

Her adviser Alan at BMBC, one of Serco’s Work Programme providers, said Tanyann had qualifications and lots of experience in the care sector, but was demoralised as a result of her health.

To build her confidence Tanyann did a course, started volunteering at the local Recovery College and completed ICT Level 2.

Tanyann then secured an interview for a permanent Carer Support Worker for dementia patients with charity Making Space and got the job on the spot. Working part-time allows Tanyann to continue caring for her children and attend pain management sessions for her hip and back.

Alan said: “Tanyann is thrilled to be in work within the sector of her choice and is looking forward to a brighter future and career progression.”

Heather Mason, 62, from Telford, suffers from sustained pain in her leg, which has plates and pins, due to an injury 10 years ago. She was forced to leave her last job three years ago after breaking her shoulder which added to her health complications.

Although Heather was motivated to return to work when she joined Serco’s provider APM, she was concerned about her health and age.

Heather and her adviser Jayne worked intensively together to build her confidence and get her job-ready. A permanent Passenger Assistant role came up with Integrated Transport Busses (ITB) via Telford and Wrekin Council, supporting the elderly and people with disabilities get to appointments. Heather felt this role would be ideal and managed to secure a work trial. APM supported by covering the cost of PPE and travel during the trial, which Heather completed successfully and got the job.

Heather said: “I really enjoyed the personalised approach by APM and my adviser. They really listened to what I was saying and the type of work that I was able to do. Once we identified the job, my adviser did everything in her power to ensure that I got my ideal job.

The aftercare from the whole team at APM has been brilliant and I know that I can pop in or call at any time to get support with any problems that I have.”

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Anger management and trouble at school led 21-year-old Sophie Bradfield from Norfolk to drink

By the age of 15 she had a serious alcohol problem; drinking made her extreme anxiety and regular panic attacks worse and her self-esteem plummeted. The thought of mixing with new people was terrifying.

Sophie was first referred to The Prince’s Trust for a 12-week personal development course where she slowly started to regain her confidence. She then joined the ‘Get into Health’ Programme at NNUH in October 2015 as part of Serco’s hospital cleaning team.

While at NNUH, Sophie made new friends and built up an incredible rapport with patients. She said: “At first I would retreat inside my head when I was around new people, but I slowly began to see my own potential and stopped isolating myself.”

Serco offered Sophie a permanent position as a Hospital Domestic Assistant working in NNUH’s main wards and associated patient and public areas. Sophie is gaining new skills every day, and as her confidence grows, the panic attacks and anxiety become easier to manage.

Sophie added: “I have come such a long way. Being able to recognise and deal with my panic attacks is a huge thing for me. So many people and organisations have helped me, and I’m just so grateful to have this chance to turn my life around.”

’Employ for attitude and train for skills’

Serco and NNUH run around six work taster days a year, in partnership with Jobcentre Plus. Candidates visit the hospital with a view to join a work experience programme for up to eight weeks. Ex-offenders are encouraged to join as well, as a result of Serco’s excellent links with prisons.

Chris Paul, Serco’s CSR Manager at NNUH, said: “The benefits of work experience are tremendous. Employers get to see potential in people they may not have otherwise considered, resulting in employing for attitude and training for skills. For candidates, the experience gained and the motivation and confidence developed by simply being included into daily routines, can work wonders in improving health concerns and preparing them for employment.”

MPs thank Serco for supporting Norwich young people

Serco’s facilities management team at Norfolk & Norwich University Hospital (NNUH) Trust has been thanked by Employment Minister at the time, Priti Patel, and Norwich North MP, Chloe Smith for its involvement in the ‘Norwich for Jobs’ Programme at an event to celebrate the initiative’s third anniversary, which took place in January 2016.

‘Norwich for Jobs’ is a voluntary project that aims to reduce the number of young unemployed people by assisting them to find appropriate work through CV and interview advice, tours of workplaces, work tasters, work experience and apprenticeships.

Chloe Smith MP, who has led and championed the programme since its inception in 2013, said: “The Norwich for Jobs project is very grateful for Serco’s longstanding support and commitment to Norwich young people who most need a chance.”

Another employment initiative Serco and its NHS colleagues at NNUH champion in Norfolk, is ‘Get into Health’, which originated at NNUH and operates in conjunction with youth charity, The Prince’s Trust.

These schemes have helped many young people through valuable work experience at the hospital, as well as permanent jobs in roles such as ward clerk, health care assistant, housekeeper, cleaner, porter and caterer.

Health-related initiatives from the wider Serco community and its positive impact on disadvantaged people

Training and jobs for people with disabilities

‘Project Search’ focusses on a partnership approach between college, employer and specialist agencies, to enable young people with learning and/or physical disabilities to gain work experience within a real work environment. Serco NNUH was the first ‘Project Search’ to run in the UK – it originated in America.

Up to 12 students join us each year after an application process and taster day. Tutors and specialists in employment and learning disabilities support the students learn social and life skills in our onsite classroom.

Students also do three rotations working on our shop floor in a variety of roles. At the end of the academic year we target employment outcomes (although job search is yearlong).

By offering support and investing in young people, we have been able to recruit some hidden gems. Around 60% of our students progress into work or further development.

Sophie’s personal achievements were recognised in the Prince’s Trust eastern region Celebrate Success awards

Autism has not held Georgia Elliston back

Autism has not held Georgia Elliston back from pursuing a career with Serco’s estates team as a Data Analyst / Inputter. Her effort, determination and availability of opportunity on completion of Project Search had paid off. For over four years now, Georgia is responsible for compiling the building management system and performance measure information relevant to our contractual obligations.

Kelly Holiday’s supervisors were impressed by her open mind, motivation and positive attitude. On finishing her work experience with Serco’s NNUH team Kelly was employed on a full-time basis as a ward hostess; a complex role dealing with patient’s eating needs and including special diets. She has progressed so quickly that she is now responsible for training new staff.Kelly said: “I love being part of the ward team and look forward each day to doing a worthwhile job in a role which I can feel proud of.”

2015/16 ‘Project Search’ student cohort

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HEALTH-RELATED INITIATIVES

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HEALTH-RELATED INITIATIVES

Employer Engagement As the employment market evolves, Serco’s approach to employer engagement has been adapting to meet the changing needs of both our customers and employers.

Armed Forces Employability Pathways

The Armed Forces Employability Pathways (AFEP) is a six-week programme which provides participants with the opportunity to improve their employment prospects and ideally secure an apprenticeship or employment with participating civilian companies. In addition, the programme aims to raise awareness of the benefits of service in the Army Reserve or Regular Army.

Serco and our Work Programme supply chain in South Yorkshire support this initiative and have referred young people to the programme in order to increase their employability skills and to find out more about the benefits of a career with the Army Reserve or the Regular Army.

Sergeant Major Mark Hill MBE, Youth Engagement Officer said:

“This innovative scheme helps young people who are not in employment, education or training gain access to work experience with the Army, local employers, and gain valuable industry recognised qualifications.

“This Pathway helps to boost young people’s motivation, confidence, teamwork, leadership and timekeeping which inspires them to move forward in their life. The transferable life skills young people gain, help them to become more employable and gain contacts to find work in the forces or impress potential future employers who know that the training they receive is second to none.”

Collaborative recruitment: Templine

Serco is working in partnership with Templine, a leading recruitment company with a national coverage. Serco’s consultative approach has allowed the recruitment process to evolve and become more streamlined over the years. This partnership has resulted in over 330 people securing employment since the beginning of the Work Programme, in roles like Parcel Sorters, Production Operatives, Warehouse Associates and Fork Lift Truck drivers.

One of the many employers which has benefited from this approach is a car seat manufacturer based in Coventry. Work Programme customer Joe Smith, who is now permanently employed at the site, said:

“Initially I was unsure about working for a recruitment agency as I have had a bad experience before. Having being released from my previous role with short notice, I was left with shattered confidence.

“Julie at Sarina Russo sat down with me and explained that Templine were recruiting and they have a good record of supporting people into permanent work. I decided to go for the interview and was offered the job. After an initial probation period of three months, I am now a permanent employee. I enjoy my work and I’m in the process of progressing into a Team Leader position.”

Serco and Templine have recently co-designed a solution to support customers with health concerns into sustainable employment. Templine have agreed to interview customers with physical and/or mental health conditions separately to job-ready customers and provide tailored solutions to meet their needs, which is proving to be a successful approach with both our customers and employers.

Gold award for Armed Forces support

Serco has continuously provided support for UK Defence for over 50 years and is one of only 15 employers to receive a Gold Award as part of the Armed Forces Covenant Employer Recognition Scheme (ERS). The ERS was launched by the Prime Minister in 2014 to recognise businesses that are exemplary supporters of the Armed Forces Covenant and proactively support the Armed Forces community, both internally to employees and externally to the wider community.

Recognising the value of military training to the business, Serco employs around 3,000 ex-service personnel – 10 per cent of the company’s UK workforce.

In January 2016, Chris Sinclair, an electrician on Serco’s London Cycle Hire contract and an Army reservist, collected a prestigious Gold Award on behalf of Serco from Defence Secretary, Michael Fallon for the company’s outstanding commitment to support the UK Armed Forces. Chris, accompanied by Serco Group Chief Executive Officer Rupert Soames, later met the Prime Minister during an evening of Armed Forces Covenant events at No.10 Downing Street.

Chris said: “It’s an honour to collect this award for Serco and represent my fellow reservists across the business. Becoming a reservist is the best decision I have ever made in my life. I have gained so many qualifications and experience which I can use back in my civilian life and in my job every day. Serco has been very supportive to my outside commitments.”

Chris Sinclair with Serco Group CEO Rupert Soames, outside No.10 Downing Street.

Vacancy Serco and our supply chain are informed of vacancies on an ongoing basis and suitable candidates are identified.

Interview Interviews are organised, with Templine providing additional support for customers with health concerns, including one-to-one application form assistance and interviews conducted in smaller groups.

Induction Serco customers are provided a tour of the site and the roles available, giving them a better understanding of the work they are applying for.

Tailored job offer Should a Serco customer have significant health concerns, Templine work with them to support them into a tailored role at the site, to suit their specific needs.

Employment Support Templine provide customers with required Personal Protective Equipment free of charge.

Training needs are agreed and Templine’s training division supports customers on site.

Feedback 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 sayOur 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

what they can do rather than what they can’t do, reframe their setbacks and take action in the areas of their life that they can control and influence.

“An employer once said: ‘You help me to work out the answers I want, rather than trying to sell me something I don’t want.’”

Aaron Hamilton Williams, Learning & Development Manager, Standguide

“It’s about building resilience and strength in a person and encouraging self-belief. Seeing people grow, become self-sufficient and feel their world is a better place is really encouraging.

“The best thing a customer can say is “thanks for helping me get that job” not “thanks for getting me that job”

Claire Palmer, Job Match Adviser, i2i

“Employers appreciate the free recruitment service we provide and the efficient sifting and shortlisting process which enables them to receive suitable candidates to fulfil their positions.

“Every time one of my customers gets into work I feel a sense of pride.”

Adam Whitefield, Employment Tutor, Groundwork

“Employers value our service because we match their needs with suitable candidates who can start immediately. We prepare our customers to hit the ground running while saving employers time and money.”

Kerry Dossiter, Employment Adviser, SRJA

“Every time one of my customer gets into work I feel a ‘buzz’ and sense of achievement.

“I’m inspired by the opportunity to improve people’s chance of employment and the positive impact this can have on their lives and those of their families.”

Tracy Noble, Employment Engagement Officer, Groundwork

“The Work Programme gives tailored support to every individual, recognising their unique character and aspirations.

“The best thing an employer said about our service was that we were always very approachable and supportive both before and after customers entered employment.”

William Fewtrell - Employment Coach - APM

“We help customers back into work by providing a tailored service and supporting them to overcome any barriers to employment.

“We also support employers by taking the pressure off them by ensuring the candidates are right for the role.”

Julie Bridgewater, Employment Personal Adviser, i2i

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19


About Serco Skills Serco Skills (formerly Serco Vocational Services) was established in 2002 when Serco started training its own aircraft engineering apprentices as a long-term solution to a shortage of aircraft engineers.

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.

Serco Skills currently supports 1,200 apprenticeships; 700 internal employees, and 500 external apprenticeship programmes, through our contract with the Skills Funding Agency (SFA). We offer over 25 different types of apprenticeships in a wide range of subjects relating to more than 200 job roles across a range of different industry sectors - such as aeronautical engineering, custodial care, leisure, facilities management and business administration - reflecting the breadth of services that Serco provides to government and the broader public sector across England.

We have successfully completed the latest European Social Fund (ESF) Skills Support for the Work Force (SSW) contract with the support of a network of 35 providers. The objective of the SSW is to up-skill employees of Small to Medium-sized Employers (SMEs) in qualifications like Management, Health and Safety, First Aid, Institute of Leadership & Management (ILM), Construction, IT Qualification (ITQ) and Team Leading.

Our programmes are co-financed by the ESF and SFA.

1,500+ apprentices achieved qualifications since 2012

700internal employees

7

subcontractors deliver on behalf of Serco

externally

Over 2,000

businesses supported via ESF SSW programme

Over 5,000

learners gained qualifications to support their work via ESF SSW

Awarded

‘Good’ by Ofsted - England’s

education inspectorate

500 external apprenticeships

Over 25

different types of apprenticeships

1,200 apprenticeships currently supported:

1

1

1

1 1

1

2 2

2

2

2

3

7

7

4

1

2

1 2

5

3

1

4 6

2

8

3 4

1

1

3

2 2

6 2

1

2

9

3

2 9

122

28

45

19 18

24

27

38

14

49

1

Serco and partners currently deliver skills and apprenticeships across England...

20

SKILLS

21

SKILLS

First degree-level apprenticeship in Management

In 2015, Serco supported the launch of the UK’s first-ever degree-level apprenticeship in management. The apprenticeship was designed for employers by employers, with Serco leading a group of 40 employers and universities to develop the standards for this new qualification on behalf of the Chartered Management Institute (CMI).

The Chartered Manager Degree Apprenticeship is aimed at boosting the number of professional managers in the UK, thereby driving productivity and business growth. Workers who complete the apprenticeship will earn a degree in management and business, and become Chartered Managers and members of the CMI.

Nick Boles, Skills Minister at the time, said: “Increasing the number of people who understand how to lead and manage people is essential to the UK’s future. This Degree Apprenticeship will equip people starting their careers with the leadership and management skills needed to rise to the top and shape the future of UK industry.”

Liz Benison, Serco’s CEO for our Local and Regional Government Division, said: “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. It is for this reason that we stepped forward to lead this important work and develop the standards for this new degree-level apprenticeship in professional management. I am sure this apprenticeship will not only contribute to the successful development of Serco employees, but also the wider UK economy.”

Early in 2016 the Department for Business, Innovation and Skills (BIS) gave Serco the green light to develop two new trailblazer apprenticeships in management. In June 2016 the trailblazer apprenticeships for Team Leader and Operational Manager where successfully launched. The new trailblazer standards were developed by a group of employers and led by Serco and Civil Service Learning.

Melanie Nicholson, Director of Skills, Serco said: “Our Team Leaders and Operations Managers are fundamental to our business; we rely on them to motivate our workforce to deliver essential public services for our customers. That’s why we wanted to be involved in the development of these new qualifications, which will enable us to upskill both existing and future managers.

“As a registered training provider, we already have plans in place to start offering these to employees very soon and will certainly be investing our 2017/18 levy funding into helping even more people hone their management skills.”

Chris secured the job with Serco after taking part in Project Search – a partnership between Serco, Plymouth Hospitals NHS Trust, social enterprise Pluss and City College Plymouth. Project Search helps young adults with developmental disabilities gain valuable

experience and secure permanent employment by providing internships and academic courses within the workplace. As well as Derriford Hospital, Serco is involved in Project Search successfully at Norfolk and Norwich University Hospital and Wishaw General Hospital in Scotland.

Chris said: “Working has changed my life in so many ways. I am proud of myself. I am going to continue to make people happy and show what I can do. I want to show people that even with an acquired brain injury, I can do this. I was here at this hospital 15 years ago and this job is my way of giving something back. Derriford saved my life and now I can make a little difference to people’s lives in return.”

Louise Pelley, Serco front of house co-ordinator at Plymouth Hospitals, said: “Chris is an ideal employee; he is passionate, bubbly, outgoing and always willing to go the extra to help others. I really hope he will stay and progress with us in the future.”

Chris in driving seat after motorcycle accident

Nearly 50 Serco employees in a Plymouth-based hospital have achieved apprenticeships in patient catering, portering and domestic services and supervisory roles. But for one employee in particular, working towards a qualification has been all the more remarkable.

Chris Oliver was seven years old when he was left in a coma, unable to walk and talk, and with a lifelong brain injury after being knocked over in a motorcycle accident. He was told he might never hold down a job as a result of the accident.

Fifteen years on and he is now a Serco porter at Derriford Hospital in Plymouth, where his ability to communicate with people has already won him several awards for outstanding patient care: Derriford Outstanding Newcomer, Employee of the Month, a Star Award and Pluss Achiever of the Year 2014. Chris was also recognised as a finalist at the prestigious ERSA Employability Awards 2015 for Significant Achievement.

By using calendars and cork boards to help his memory and by working closely with his manager and assessor, he is now also working towards Customer Service Level 2 Apprenticeship.

The case of Cream Residential Care Ltd

Cream Residential Care Limited provides care to young adults with complex needs. They support their employees to undergo training and development as well as supporting the community with recruiting trainees and apprenticeships.

A training need for employees was identified on Learning Disabilities. This was to be a huge cost to the organisation so they approached a college in Serco’s delivery network the South West. The college used ESF funding to enable all employees to undergo relevant training which was greatly received by the organisation.

Certain employees are now undertaking an apprenticeship in Health and Social Care, while others are keen to do further short courses like the new Autism Award.

“Derriford saved my life and now I can make a little difference to people’s lives in return.”

22

SKILLS

23

About Serco EnterpriseSerco Enterprise (formerly Peninsula Enterprise) specialises in the design and delivery of contracts that support small businesses to flourish and boost economic development.

Helping to achieve economic growth

We have delivered economic impact through business support for over 20 years. We work in partnership with the public and private sectors to develop solutions and deliver services that inspire change and drive growth.

Delivering business support We have the ideas, experience and knowledge to help SMEs develop, grow, break into overseas markets or increase their exploitation of faster broadband. We have helped social enterprises start, grow and collaborate and we’ve fuelled the rural revolution, combining technology with tradition to secure new generations of success.

Since 2007 we have delivered 38 business support contracts specialising in digital, international, rural and social

enterprise. Most recently we have led the delivery of 7 UK superfast broadband exploitation and inclusion projects providing information to over 85,000 businesses, through over 780 workshops and providing one-to-one support to over 2,000 businesses. Our market leading business support achieves in excess of 90% customer satisfaction.

The future Our ideas for the future are driven by our knowledge and understanding of businesses and communities in the areas we serve. They are aligned with the strategic plans of Local Enterprise Partnerships and Local Authorities and incorporate innovate use of European funding or private investment. Everything we do is inspired by our commitment to advancing economic development and creating positive social impact.

We cover

35 local authority areas in:

We deliver 15 business support contracts covering: digital support, international commerce, support for rural SMEs and developing social enterprises.

We communicate with

350+ partners

organisations

400+business events

100+ partner events

We ran / attended:

We deliver one-to-one advisory support to

1,000+ businesses

Cheshire

Wales

Wiltshire

Somerset

Gloucestershire

DorsetDevon

Cornwall

Isles of Scilly

24

ENTERPRISE

25

ENTERPRISE

What our clients & partners say:

“This investment will ensure the long-term sustainability of the company, and help us to provide more quality jobs in Cornwall. The support we have received has allowed us to drastically accelerate the project by providing support to fund the costs of outsourcing much of the development work now, enabling us to lead the health technology market in Cornwall forward to embrace some very exciting market opportunities”. Michael Barritt, Director, SCSLhealth – Superfast Business Cornwall client

“The service Superfast Business have given us was beyond anything we could have hoped for, and I would recommend it to anyone. It’s already making a major difference, and is helping us work more efficiently.” Beverley Clarke, Director, CARE – Superfast Business South West client

“The advice we received regarding Cloud versus on-site and off-site back up security has been vital to the safety our business… And the support we received on improving our SEO ranking and marketing plans has made a huge difference.” Jeremy Taylor, Managing Director, Power Solutions (UK) Ltd – Connecting Cheshire Superfast Business client

“Since starting the training business six months ago J & M Safety Training Ltd have had a very steep learning curve to negotiate. The support and guidance especially regarding our use of technology has been invaluable. Getting the best out of our Superfast broadband particularly using the Cloud based storage has given us peace of mind to back up data. The introduction to ‘Mail Chimp’ as an email software package has made bulk emailing far more efficient.” John Preston, J & M Safety Training – Superfast Business Wales client

Technology is ever-evolving, and each new advance brings with it enormous opportunity. But unless businesses harness these advances and move with the changing times, opportunities can very easily be lost.

With the commercial and Broadband Delivery UK (BDUK) funded rollout of superfast broadband underway, a key challenge is how to engage with businesses to help them make the most of this exciting opportunity and create competitive advantage.

We are leading the way for EU funded business support provision in this area and have created the Superfast Business umbrella brand for projects that it delivers across the country. This comprises the South West of England, Cornwall, Cheshire and Wales. Each contract is tailored to the specific needs of the funding requirement and SME audience in that area.

Superfast Business South West provided business support delivered through a team of expert advisers, workshops and access to an innovative online knowledge hub. Working in close partnership with seven Local Authorities we led a consortium to deliver this £12m project (split by £6m ERDF and £6m match funding).

This service had a huge positive impact on SMEs across the South West; providing information to over 31,000 businesses, supporting nearly 1,800 at events and delivering one-to-one advisory support to more than 1,200. Although the full benefits are yet to be received the 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.

At Superfast Business South West:

• 92% of businesses said they would probably or definitely recommend the service to others

• 72% of businesses expect to secure increased sales

• 69% believe turnover will grow

• 62% are forecasting improved business performance

• 60% think customer satisfaction will increase

• 59% expect to achieve increased efficiency

Connecting Cheshire Superfast Business, an ERDF funded service, helped eligible growth businesses in Cheshire and Warrington to maximise the opportunities of Superfast Broadband and associated technologies. Similar to the South West service support was delivered through a team of expert advisers and specialists, workshops and access to online tools and resources.

The service has had a significant positive impact to SMEs in Cheshire and Warrington; engaging more than 1,200 businesses, supporting over 880 at events, delivering one-to-one advisory support to more than 900 and generating more than 800 website reports. 87% of businesses confirmed that they had taken direct action as a result of the support delivered and 83% are forecasting improved performance.

Between October 2014 and April 2015 we worked with the Welsh Government to launch the Superfast Business Wales Pathfinder in four local authority areas. This service has had a very positive impact for SMEs in the four Local Authority areas; providing information to over 25,400 businesses, supporting over 200 at events and delivering one-to-one advisory support to more than 80.

The success of the Pathfinder service can be demonstrated by our recent win of the main superfast broadband exploitation and inclusion project in Wales.

Digital – Superfast Business

26

ENTERPRISE

27

ENTERPRISE

700+ learners joined ELR in the first year

300+qualifications achieved in the first year

Learners can join ELR from

63 Jobcentres across Wales

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 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 ELR, speaking 75 different languages.

In its first year of operation, over 700 ELR learners joined 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.

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) language skills, in order to improve their prospects of obtaining employment and integrating into the local community. Serco 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.

50

nationalities

75 languages

50% of our providers

are from the voluntary sector

18 delivery sites

4

3 2 2

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EMPLOYMENT: ENGLISH LANGUAGE REQUIREMENT

29


“My tutor, Ana Gomes, was great!” Iliana stressed. “She made the lessons fun and really enjoyable. I was a little 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 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 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 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 increased confidence. Iliana is positive about finding work imminently, as she is confident in her language skills and capabilities to go through the job interviewing process successfully.”

Iliana added: “I’ll continue learning with Ana as a community student because I am determined to continue bettering myself and to secure employment in the catering and hospitality industry.”

A new start for Iliana following English qualification

Learners and colleagues have been celebrating after a group of 17 passed their ELR course

The learners received their qualifications at a ceremony organised to mark the first year anniversary of ELR. The event, which took place in our provider ACT’s premises in Cardiff was well-attended with representatives from Jobcentre Plus and Department for Work and Pensions.

Diane Davies, DWP Performance Manager, said: “I really enjoyed attending this event. It is great to see participants proudly collecting their certificates and using their new learnt skills interacting with everyone in English.”

One of the ELR graduates, Maha Hassan, was born in Scotland but was

ELR - One year on

raised in Sudan so her English was poor. She moved back to the UK in July 2015 with her sister. Maha said: “I was scared when I first came to ACT but Lucy, my tutor, was really nice to me and this made me feel better; she talked really slowly so I could understand her. I have really enjoyed the course and have loved my time here.

“I will start a Work Ready course and I’m looking forward to that. I have a Physics degree from Sudan and I want to get a Master’s degree here and work in laser treatment.”

Meanwhile, ELR graduate Marwan Alrefai moved to Cardiff from Syria a year ago due to the war. He used to work as a salesman in Syria but wants to train as a chef as he has a keen interest and experience in cooking. Marwan said: “Lucy is a very good teacher and has helped me to speak better English. I liked the course and I have made new friends. I now am able to go into the

“I was finally able to communicate with others. I no longer feel so isolated and insecure. I no longer rely on my fiancé for everything and I feel much more independent and confident.”

When Iliana Kamenova joined Serco’s English Language Requirement (ELR) programme in Wales with WEA YMCA CC Cymru she appeared very quiet, shy and insecure about herself and her ability to learn English.

The 26-yer-old from Bulgaria used to work in farming and in the catering industry in Portugal before moving to Wales.

Life in Colwyn Bay, however, had proved challenging as Iliana doesn’t drive and relying on local transport is not always convenient. Her biggest barrier to employment though was her poor English language skills which, she felt, were preventing her from securing work.

Iliana’s tutor, Ana Gomes, said: “Iliana became a very interactive learner. She participated enthusiastically in group discussions and started helping others in the class. Her confidence grew hugely as the weeks went by and as a result she became much happier.

“I planned activities which gave Iliana sufficient opportunity to express herself. The language contents covered in the sessions had to be put in a context relevant to Iliana, so that she found it easier to relate to and to participate.”

city centre and have coffee and speak to people, and can talk in English to people at Church.”

Mohammed Abdulrahman, also from Syria, said: “All I could say when I came to class is ‘one, two, three’, but now I can have a conversation. It’s been good; a big thank you to my teacher Lucy.” Mohammed is planning to take further language courses and receive training to become a qualified electrician.

Lisa Edwards, Learning for Work Manager at ACT said: “Many of these learners are only able to speak a few words of English when we first meet them and some have experienced, and are still battling with, some really difficult circumstances. ACT is here to support them in any way that we can and we are constantly finding new and innovative ways to do so to help them into employment.”

30 31


Impact on employment sector and beyondFrom active participation in key conferences and running our own roundtables on crucial skills and employment subjects, to supporting sector bodies deliver important messages, the last year has been filled with exciting opportunities and ambitious plans for the future.

Welfare reform and devolution roundtable

Serco’s summer 2015 roundtable, organised in association with The Municipal Journal, focused on local government’s role in delivering the employment agenda. A diverse range of local authority Chief Executives along with academics and Serco representatives discussed the culture change needed to meet future employment requirements.

Participants debated the challenges faced by local government and their supporting partners, in delivering the welfare agenda to meet local needs, including helping more young people into sustainable employment, targeting economic exclusion in the most deprived communities, and replacement of current back-to-work schemes.

The increased focus on localism also generated thoughts on successful service integration – aligning skills, health, education and economic interventions to improve personal employability and raise local employment rates.

Supporting IEP at annual ERSA conference

We proudly sponsored the Institute of Employability Professionals’ (IEP) breakfast launch at the Employment Related Services Association (ERSA) conference, which took place in London in December 2015.

Serco had the opportunity to open the session themed ‘The best supply chains will contain the best people’. We talked about the importance of having the right people for the right jobs in the increasingly challenging employability sector, and the role that training and development plays in the management of successful supply chains.

Employment Minister at the time, Rt Hon Priti Patel MP, delivered the conference’s keynote speech emphasising the opportunities to learn from past back-to-work programmes in developing future provision to support people experiencing long-term unemployment.

IEP / ERSA health conference

We sponsored ‘Leading from the front: health, disability and employment support’; a conference organised jointly by the Institute of Employability Professionals (IEP) and the Employment Related Services Association (ERSA), which took place in Birmingham in March 2016.

The event shone a light on the world of employment support for people with disabilities and health conditions, including the training and support needs of frontline staff.

Work in Progress conference session: Equipping advisers for Work and Health

Carley Consult’s conference took place in Manchester in April 2016 to discuss the new Work and Health Programme (replacing the Work Programme), the influence of localism and devolution of employment and skills, and the impact of the new Apprenticeship Levy.

Serco delivered a well-attended session on ‘Equipping advisers for the new Work and Health Programme’. It brought together managers and practitioners to talk about the opportunities and challenges the new programme will bring for advisers, whose role is to support long-term unemployed people back into sustainable work.

Serco provider wins ERSA award

Inspire 2 Independence (i2i), one of our Work Programme providers in the West Midlands won the Partner of the Year category at the ERSA Employability Awards 2016, following Serco’s nomination.

The Partner of the Year Award recognises excellence as a subcontractor in the field of employment-related services. It was recognised that i2i’s work with customers facing complex health conditions and disabilities is often described as ‘trailblazing’ thanks to their creative deployment of resources to support them to move into sustainable work.

Natalie Keating, i2i’s Group Managing Director, said: “Without all the hard work and commitment of our staff to the amazing industry we work in we would not have won this prestigious award. Diane and I were extremely shocked and proud to receive this award on behalf of i2i. The level of congratulations and applause on the night from hundreds of people was extremely humbling.

Serco also sponsored the Lifetime Achievement Award once again, which Teresa Scott from Kennedy Scott won. More details on www.ersa.org.uk

IntoWork Convention session: What works for employers

IntoWork Convention 2016, organised by the Learning and Work Institute, was probably the biggest and most high profile event in the employability agenda.

We delivered a session alongside Leeds University Business School (LUBS) on ‘What works for employers: Bridging the gap between academia, policy and practice.’

An expert from LUBS shared insights from ongoing research with over 1,500 employers of various sizes and sectors across the UK and abroad. The session focused on employer involvement in apprenticeships and employers’ views on and experiences of employing disabled people.

Our Serco representatives then talked about Serco’s perspective as a large employer and employment and skills provider. They described how such findings are used to support people to improve their life chances and shared examples of initiatives promoting economic advancement across local communities, including health-related initiatives and future opportunities like the Apprenticeship Levy.

Natalie Keating, Group Managing Director & Diane Burrow, Performance Director, i2i, collect ERSA Award

New perspective for employment support - Work and Health roundtable

In the November 2015 spending review the government announced that the current Work Programme, due to end in 2017, will be replaced by the Work and Health Programme.

We organised a roundtable in December, in association with Local Government Chronicle, bringing together a diverse panel of high-level experts representing public health, the third sector, private providers and local government to discuss the implications of the new programme.

The debate was about what the new Work and Health Programme will mean for local authorities, especially against the backdrop of devolution deals giving them greater negotiating power over the delivery of services. More widely, how devolution and integration of services may affect councils’ support for people experiencing long-term unemployment.

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SERCO EMPLOYMENT: IMPACT ON SECTOR

33

SERCO EMPLOYMENT: IMPACT ON SECTOR

Impact on our communities Making a difference to local communities is in the heart of everything we do across Serco. The following are just a few examples of how Serco teams in Scotland are having a positive welfare and economic impact at both local and national levels.

Public Health England: Sugar Smart

Serco’s Public Health Glasgow team based at Skypark, Finnieston has worked with Public Health England (PHE) to launch a new Change4Life Sugar Smart campaign and device application, which counts the amount of sugar in a product by simply scanning its barcode using a phone’s camera.

The campaign comes as it has been found that many British children are consuming their own body weight in sugar each year and it aims to raise people’s awareness of their sugar intake as well as encourage them to cut down.

In addition to the Change4Life campaign the team provides contact centre services across a range of public health subject matter areas for PHE, e.g. smoking cessation, sexual health, substance misuse, diet and exercise, and advice for carers.

These services are provided via telephone, email, webchat, SMS and social media platforms with support from in-house subject matter experts with a background or professional qualifications in health, addiction, psychology or nursing to handle complex contacts from citizens. More details on www.nhs.uk/change4life.

NorthLink Ferries

Serco NorthLink Ferries purchase 86% of all hotel supplies from within 50 miles of operating ports. This includes two social enterprise organisations, Glencraft and Cope Ltd.

Glencraft in Aberdeen, who manufacture and supply high quality mattresses to NorthLink Ferries, are a Social Enterprise dating back to 1843, employing 45 local employees of which approximately 80% have a disability or are disadvantaged in some way. In February 2016, Glencraft opened their new showrooms in the North East City, having moved to new premises as a result of support from organisations such as NorthLink Ferries.

HRH Princess Royal opened the new showrooms earlier this year and Peter Hutchinson, NorthLink Ferries’ Customer Service Director had the honour of introducing Glencraft’s clients and supporters to Her Royal Highness.

Cope Ltd, based in Lerwick, Shetland but with operations also in Orkney, provide employment and skill development for adults with learning and physical disabilities. In all 250 passenger cabins across the three NorthLink passenger vessels we have either Shetland or Orkney soap products 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.

HMP Kilmarnock’s award-winning approach

Serco-operated HMP Kilmarnock achieved the ‘Scottish Healthy Working Lives’ Gold Award in 2015 for the eighth year in a row.

For a number of years there has been a proactive multi-disciplinary Health Promoting Prison Group focusing on areas such as oral health, sexual health training, smoking cessation and providing a comprehensive health needs 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 qualifications, painting and decorating, horticulture, industrial cleaning and sewing, horticulture, psychology and sociology, music, and various health-based courses. Prisoners can enrol on Open University modules too, ultimately working towards a degree if they wish.

HMP Kilmarnock also collaborate with charity The Samaritans to train some prisoners to work as ‘listeners’. After a selection process and rigorous training, listeners provide emotional support to fellow prisoners that may be feeling lonely or experiencing feelings of distress, through a confidential, non-judgemental way. Aside from the obvious benefits to prisoners on the receiving end, the scheme benefits listeners too, as they gain valuable transferable skills and a work ethos, useful for their return to the community.

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IMPACT ON COMMUNITIES

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IMPACT ON COMMUNITIES

Bringing service to life

www.serco.comSerco Employment, Skills and EnterpriseLaburnum HouseLaburnum RoadBournvilleBirminghamB30 2BDUnited Kingdom

For general enquiries contact:T: +44 (0) 0121 683 4427 E: [email protected]

www.twitter.com/SercoW2W

Please direct enquiries about this publication to Marianna Barillec, Marketing Manager, Serco Employment, Skills and Enterprise, [email protected]

Publication date August 2016.

Serco Group plc endeavours to ensure that the information inthis document is correct and complete, but does not acceptliability for any error made or omission from this document.The development of Serco Group plc products and servicesis continuous and information may not be up to date. It isimportant to check the current position with Serco Group plc.To the extent permitted by law, Serco Group plc disclaims allwarranties, express and/or implied, as to the accuracy of anyinformation contained in this document.

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Employment, Skills and Enterprise Impact Report Issue 3 · In April 2016 Serco Employment, Skills...

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