The G4S Work Programme in Greater Manchester and Cheshire  

   

Contents Page 1

The G4S Work Programme

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The G4S Work Programme Delivery Model

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Who Will Deliver the G4S Work Programme in Greater Manchester and Cheshire?

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Our Work Programme strategy in Greater Manchester and Cheshire

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Meeting Customer needs in Greater Manchester and Cheshire

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The G4S Work Programme Model for Greater Manchester and Cheshire

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G4S’s Commitment to the Customer

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G4S’s presence in Greater Manchester and Cheshire

 

   

The G4S Work Programme Background: The Work Programme

 South East - Kent, Surrey and Sussex

The Work Programme is the Coalition Government's flagship initiative to support tens of thousands of people into secure and lasting employment. The Work Programme was procured through a Framework Agreement followed by contract Lot tender. G4S was successfully placed on the Employment Related Services Framework in 7 regions, the maximum number any single organisation was allowed to be on.

 Yorkshire and The Humber - West Yorkshire

G4S Welfare to Work recently submitted tenders to deliver The Work Programme in the following 11 Contract Package Areas across the 7 regions:  East Midlands  London East  North East  North West - Cumbria, Lancashire, Merseyside and Halton  North West - Greater Manchester and Cheshire  Scotland  South East - Hampshire, Isle of Wight and the Thames Valley

 Yorkshire and The Humber - South Yorkshire  Yorkshire and The Humber - North East Yorkshire and The Humber

Our Vision G4S is looking to deliver this programme of employability support through a network of organisations that provide high-quality services to enable Customers to secure, and sustain, employment. Most of the services needed to support workless people into meaningful, progressive employment already exist. What is missing is an effective structure for managing and coordinating this provision. G4S has the experience, capability and vision to do this. We believe the Work Programme represents a unique opportunity to transform lives and communities across the UK; an opportunity not only to support thousands of people into secure and lasting employment, but to make enormous inroads into eradicating child poverty and kick-starting social mobility.

G4S’s 10 Core Objectives for the Work Programme 1.

Offer appropriate support to every Customer

2.

Deliver on our Commitment to the Customer

3.

Maximise Customer Satisfaction

4.

Ensure the well-being and diversity of our Supply Chain

5.

Maximise Stakeholder Satisfaction

6.

Maximise Employer Satisfaction

7.

Exceed all targets for securing jobs

8.

Exceed all targets for sustaining Customers in jobs

9.

Achieve parity of outcomes across all demographic groups

10. Meet all contractual and evidential requirements

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The G4S Work Programme Delivery Model Job Brokers Job brokerage is necessary for finding an individual employment. It encompasses activities such as:  Identifying realistic job goals  Building motivation and confidence  CV-writing and application form-filling  In-work benefit calculations  Sourcing vacancies and cold-calling employers G4S will subcontract all frontline job brokerage to the best Job Brokers currently delivering in the UK. These Job Brokers will be from the public, private and voluntary sectors. Job Brokers will be responsible for inwork support for the first 13-26 weeks of employment.

Knowledge Bank While job brokerage is necessary for an individual to find a job, it is not sufficient. Many people will require additional specialist support to secure employment. This intervention will vary between clients and geographies but may include:  English language training  Debt and housing advice  Health and disability support

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If we are to move more people into sustainable jobs, then we must effectively provide this additional specialist support. We will do this by directly funding a Knowledge Bank of hundreds of local and national specialists.

In Work Partners G4S recognises that while Job Brokers are very good at helping an individual to find and sustain work up to 13 or 26 weeks, they have very little experience in helping individuals stay in work past this time. We know that many individuals will require additional in-work support, provided by specialist organisations, to sustain and progress in work over many years. The type of support will vary according to individual needs but may include:  Career advice and In-work training  Occupational health services  Mediation with employers If we are going to help individuals sustain employment over many years, we need organisations in our supply chain of a different kind than currently deliver in this space. We will subcontract to a specialist In Work Partner who has experience of working with individuals over long periods of time. This In Work Partner will help individuals to sustain and progress within their new careers over many years.

   

Who will deliver the G4S Work Programme in Greater Manchester and Cheshire? G4S has created a unique delivery model with a supply chain of over 100 organisations across Greater Manchester and Cheshire that will transform welfare-to-work services, supporting more people than ever before into sustained employment. The G4S customer journey will be delivered entirely through our subcontracted network of 9 Job Brokers, a specialist In Work Partner and 88 Knowledge Bank organisations. We have selected top-performing Job Brokers from the public, private and voluntary sectors to deliver the G4S customer journey to all individuals in this region. These Job Brokers are:  Work Solutions  Bolton Council  Positive Steps Oldham  Rochdale Employment Links  Inspire2Independence  Remploy  Wigan Council  Cheshire Training Associates  Avanta Many Customers will require additional services to address specific needs to progress their journey towards sustained employment. Appropriate additional services will be delivered by the G4S-funded Knowledge Bank, consisting of 88 specialist organisations, to meet these specific needs and barriers. Every Customer’s journey will be monitored consistently and in real-time through our industry-leading case management system, ISIS (Informatics System for Individual Support). ISIS will be used by all subcontractors’ and G4S staff to record and drive each Customer’s unique journey, including Knowledge Bank usage, interviews attended and employment undertaken. Referral and initial engagement: for most Customers, the G4S journey will begin at their Jobcentre Plus referral interview. Wherever possible, a Personal Advisor from one of our Job Brokers will be present at the Customers local jobcentre to conduct a 3-way ‘warm handover’.

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Either face-to-face, via video-conference, or by phone, the Job Broker’s Personal Advisor will introduce themselves, put the Customer at ease and explain what the Work Programme is. During this first 2-way discussion, the Customer and Advisor will agree an initial Action Plan that includes as a minimum:  A job goal  First step actions to be completed by the next meeting  A confirmed date for the next meeting All agreed activity will be appropriate to that individual’s circumstances, and meet the specification requirements for that Customer Group. Each Customer will have a second engagement with their Job Broker within 2 weeks of initial referral. Each Customer will receive an induction including:  A group or 1:1 Q&A with a Personal Advisor  A clear explanation of their responsibilities on the programme

rights

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 Details of the Job Broker’s and G4S’s complaints procedures This will be followed by a 1:1 discussion with their named Personal Advisor to identify and agree the focal point for their journey – a Realistic Job Goal (RJG). Customers who identify self-employment as their RJG will be referred to a self-employment specialist in the Knowledge Bank.

Access to jobs Our Employer Liaison Manager for Greater Manchester and Cheshire will also work with Job Brokers, employers and key stakeholders on an ongoing basis to ensure that all local vacancies are shared throughout the supply chain. G4S also employs a National Employer Manager to ensure that the 3,000 vacancies offered by G4S and our corporate partners are made available to all G4S Work Programme Customers. All of these vacancies are placed on the G4S Global Online Career Centre, accessible online to all G4S Work Programme Customers.

    Ongoing needs assessment: diagnostics will be used to identify needs which are preventing an individual from securing sustained employment. This process will begin at the follow up meeting, where the Advisor will identify specific work-related barriers faced by the Customer, including:  Communication or language difficulties

will co-create an In-Work Action/Contact Plan outlining the activities that each will undertake in order to ensure that the Customer can successfully start work, and remain and progress in employment. For the first 13 or 26 weeks of employment, depending on Customer Group, every Customer will be supported by their Personal Advisor.

 Mental or physical health issues  Childcare or caring responsibilities  Travel constraints  Drug and alcohol addiction Job Brokers will use diagnostic agencies from the Knowledge Bank to identify the specific needs and barriers of individuals which will then be addressed through in-house actions, or through referral to specific Knowledge Bank agencies.

The G4S customer journey will not end once in employment.

When a Customer is offered a job, they will be immediately booked into a pre-work engagement session. Their Personal Advisor will support them with applying for in-work benefits such as tax credits and housing benefit run-on. The Advisor and the Customer

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G4S will subcontract a specialist In Work Partner, Pathways CIC, to deliver in-work services to all Customers for up to 2 years. After 13 or 26 weeks in employment, each Customer will be tracked by our specialist In Work Partner to maximise their chances of sustaining and progressing in employment. Customers will be able to access a range of in-work support services through Pathways CIC, including mentoring and crisis intervention, to resolve any issues which arise during employment. The Pathways CIC employment support model was recognised by the European Commission as a model of best practice in November 2010.

   

Our Work Programme Strategy for Greater Manchester and Cheshire G4S’s delivery model is designed to support more people into sustained employment in Greater Manchester and Cheshire than any other model.  G4S will manage an entirely subcontracted delivery model in Greater Manchester and Cheshire. G4S is the world’s leading supply chain manager and is best placed to select, manage and coordinate a network of existing welfare-to-work organisations. A pure Prime Contractor approach removes conflicts of interest that inevitably arise when an organisation is both a deliverer and a contractor.  G4S will subcontract job brokerage services to the very best local and national Job Brokers G4S knows that only organisations with the experience, skills and expertise in meeting the needs of all Customer groups in Greater Manchester and Cheshire, including those hardest-to-help, can support them into sustained employment. G4S has carefully selected the best Job Brokers to deliver in Greater Manchester and Cheshire, regardless of size or sector.  G4S has ensured wide representation of voluntary sector organisations to provide job broking services in Greater Manchester and Cheshire. Voluntary organisations have a high level of expertise in addressing local Customer needs. They often form part of a wide inter-connected network of organisations that addresses Customer needs holistically.  G4S will directly fund a Knowledge Bank of organisations to deliver additional expert interventions to meet Customer needs. Additional specialist interventions are often needed to place Customers furthest away from the labour market into lasting employment. G4S has sourced 88 organisations to provide services to meet the broad range of Customer needs and barriers in Greater

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Manchester and Cheshire, including people with disabilities, lone parents and Customers with mental health needs.  G4S will evolve the Knowledge Bank based on performance information generated by our Informatics System for Individual Support (ISIS). G4S will learn what provision is effective and what is not, and will use this information to continuously improve our delivery model and supply chain to support people more effectively. The Knowledge Bank will evolve in response to changing Customer needs, employer demand and regional demographics. ISIS will identify the unmet needs of Customers, enabling us to augment the range of services offered in the Knowledge Bank and meet those needs going forward.  G4S will subcontract a specialist In Work Partner to deliver in-work support to individuals who have successfully reached 13 or 26 weeks in employment. Many Customers will require additional support and expertise to stay in work past their first few months of employment. Some Customers are trapped in a ‘lowpay, no-pay’ cycle that can only be broken through rigorous, tailored in-work support. G4S has selected the best in-work support organisation in the North West to deliver this service, rather than assuming the organisation who helped the person find work is the best to help them sustain it.  G4S will make thousands of regional and national G4S and corporate partner vacancies available to Work Programme Customers through our Job Brokers This streamlined access to vacancies will increase Customers chances of securing a job. No delivery model in the history of UK welfare-to-work brings as many confirmed jobs as G4S, our subcontractors and our corporate partners. Customers have fast-track access to job vacancies in Greater Manchester and Cheshire including meter-reading for British Gas and security services for Morrisons, Iceland and Aldi.

   

Meeting Customer Needs in Greater Manchester and Cheshire G4S will deliver the Work Programme in Greater Manchester and Cheshire through almost 100 organisations, working from over 300 key delivery locations across the entire region (69 Job Broker sites, 13 In-work support sites and over 250 Knowledge Bank sites). There are also 25 outreach delivery sites across this region. Our subcontractors have been selected on the basis of their demonstrated ability to meet the needs of all local Customers, and support them into sustained employment. G4S has analysed the potential Customer groups and demographics and plotted locations against a “needs and barriers” matrix. In determining our approach we have particularly taken into account the needs of the following Customers:

Disabled Customers G4S will ensure that subcontractors:  Provide wheelchair accessible facilities  Comply with the Disability Discrimination Act  Provide equipment for Customers with sight or hearing impairments and arrange home visits

JSA Customers aged 18-24 G4S has selected a number of subcontractors with customised services for young people. For example, Inspire2Independence deliver job brokerage at football stadiums including The Reebok in Bolton. They use football-themed modules to engage Customers who have an interest in sport.

Lone parents For Customers with children, G4S will ensure that:  Over 80% of our Job Brokers have on-site childcare facilities  There is a telephone Advice and Guidance service in place provided by Gingerbread for Customers with children  There is a list of registered childcare displayed in all Job Broker premises

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Speakers of others languages G4S will meet the needs of these Customers by;  Translating Work Programme documents into relevant languages and enabling Job Brokers to use Language Lines’ translation service  Making English Language provision available to Customers through Knowledge Bank organisations such as Wai Yin Chinese Women’s Society and Mustard Tree

Religious Customers G4S is aware that, for example, many Muslim Customers in areas such as Rochdale require premises with access to prayer facilities. To meet this need, designated prayer rooms are available in subcontractor’s premises such as Rochdale Employment Link’s.

Black, Asian and Minority Ethnic (BAME) Customers G4S will meet the needs of all BAME Customers by selecting organisations with an established presence in the heart of areas with large BAME communities. For example, Positive Steps has been delivering in Oldham for 10 years.

Customers affected by drug/alcohol misuse G4S has selected Knowledge Bank organisations such as Addiction Dependency Solutions who operate in areas where drug/alcohol misuse levels are particularly high, such as central Manchester. In addition, Addaction will provide a telephone service for G4S Work Programme Customers to enable all Customers to access drug and alcohol support, regardless of geographic location.

Changing Customer Needs To ensure that we have the appropriate delivery sites to meet the needs of all Customers, we will continuously evolve our Knowledge Bank to reflect:  Changing Customer needs and groups  Customer feedback and continuous regional research  Data from ISIS on what works.

 

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G4S’s Commitment to the Customer 1.

Every Customer will have an individual Personal Advisor who is responsible for supporting them into sustained employment. A Personal Advisor provides continuity of service to Customers, building trust and understanding. There is no ‘one size fits all’ in the G4S delivery model – named Personal Advisors will co-design a bespoke route to employment based on each Customer’s unique circumstances.

2.

Every Customer will receive a comprehensive Work Programme Induction, in the most appropriate format for them, within 2 weeks of referral. A comprehensive Induction not only welcomes the individual to the Work Programme, but it also explains their rights and responsibilities, and maps their journey through the Work Programme.

3.

Every Customer will be supported to identify a Realistic Job Goal (RJG) within 2 weeks of referral. The Realistic Job Goal provides a target for each Customer’s job search activity. The needs of individuals are assessed in relation to the Realistic Job Goal to ensure that all activities that are necessary to help that Customer achieve sustained employment are identified and implemented.

4.

Every Customer will have an Action Plan. The Action Plan will provide a concrete timetable, and a set of clearly defined steps, for each person to attain their Realistic Job Goal. A time-bound Action Plan, with specific milestones, sets out a clear and agreed route to meeting Customer needs, against which progress can be continuously measured.

5.

Every Customer will have a Situational Contact Plan. Each Customer will receive the appropriate level of support based on their individual circumstances. For most Customers this will be at least fortnightly. For many Customers it will be daily.

6.

Every Customer will receive job brokerage support including, as a minimum, a CV, Interview Training, and a Better-Off Calculation. Job brokerage is necessary for finding an individual employment. In addition, to the above minimum, it encompasses activities including building motivation and confidence, application form filling, and cold calling employers.

7.

Every Customer will receive ongoing needs assessment. For the majority of people it is necessary to identify needs in order to effectively meet them. Needs assessment is not a one-off activity, but an ongoing process that develops with the relationship between the Personal Advisor and Customer.

8.

Every Customer will have access to the G4S Knowledge Bank. Many Customers will require expert additional intervention to overcome barriers to finding and sustaining employment. All Customers have access to specialist Knowledge Bank services. This includes a range of support including condition management, occupational health support, childcare services, career advice, mentoring, debt advice, housing advice and vocational training.

9.

Every Customer will receive pre-work support and an ‘In-Work Action Plan’. Pre-work support prepares a Customer for work, identifies what in-work support might be required and increases their chance of staying in work. This is laid out in a Customer’s ‘In-Work Action Plan’. This plan will assist the Customer to benefit from pre-work preparation and understand work-expectations.

10. Every Customer will receive in-work support including mentoring, crisis intervention and ongoing career management. Ongoing in-work support is crucial in increasing the chances of individuals staying in employment. Every Customer will have an In-Work Action Plan documenting appropriate, tailored in-work support.

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G4S’s presence in Greater Manchester and Cheshire G4S currently employs over 2,500 people in this region working on a range of contracts including:  British Gas  Visit England  Supermarkets, such as Morrison’s, Iceland and Aldi  Job Centre Plus  Manchester Airport  Cheshire Probation

Visit England In 2005 G4S was selected by Visit England, the country’s national tourist board, to provide the administration and assessment services for the National Quality Assessment Scheme. Our relationship has now developed and we now provide an array of services including participation administration, helpdesk support and scheme marketing. These activities combined provide real benefit to the tourism trade in England. The assessment team now conducts an average of 2,000 visits a month plus additional speciality assessments.

G4S Security Services (UK) Ltd G4S Security Services operate from offices based in Manchester, Warrington and Cheshire. They provide security for events and businesses across the North West, such as Manchester Airport. G4S is the largest security provider in the North West, employing over 900 SIA-licensed security professionals and providing specialist security services to many local companies. G4S provides security for: 

Commercial offices



Stores, stand alone or multi-site

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Commercial and residential properties



Local councils

G4S’s security management team in this region live locally and are therefore well placed to understand local needs. G4S supplies tailored solutions to meet the various security needs of Customers across the region. The security services we provide include: 

Manned guarding

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CCTV monitoring

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Incident response

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Drugs detection

G4S Care and Justice Services (UK) Ltd G4S Care and Justice Services operate from offices based in Cheshire, Salford and Manchester. This area of the business includes Detention, Escorting and Electronic Monitoring of offenders in our care. Electronic Monitoring involves installation, daily monitoring and court enforcement. G4S has operated Electronic Monitoring since 2005 across the North West and North East regions, employing 350 people in this sector. G4S also provides Court Services across the North West, including at 3 Crown Courts and 8 Magistrates Courts in Cheshire.

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Contact: Olivia O’Riordan Researcher – Greater Manchester, Cheshire and Warrington G4S Welfare to Work 7 Carlos Place London W1K 3AR [email protected] www.g4swelfaretowork.com

 

March 2011