Frontline Futures Leading change and making a difference

Learning with CIH Cymru

Why choose CIH? At CIH we believe that it is crucial to our industry

that individuals and organisations have the skills,

qualities and knowledge to deliver excellence for

their customers.

CIH is the independent voice for housing and the

home of professional standards. Formed in 1916,

for 100 years CIH has devoted its work to one

simple purpose: to ensure everyone has a decent,

affordable home in a thriving, safe community.

As a membership organisation we support housing

professionals across the UK and beyond to be

brilliant.  Our vision is housing that works for

everyone – and our goal is to help housing

professionals and organisations make that vision a

reality.

At CIH Cymru we partner with experts in their field

who provide cutting edge, bespoke learning and

development solutions which translate into the

practice of housing professionals.

We are a registered charity and not-for-profit

organisation, with education at the core of our

charitable status. This means that the money we

make is put back into the organisation and funds

the activities we carry out to support housing.

Frontline Futures

What is Frontline Futures? It's a radical change programme based on the

CIH landmark report ‘Frontline Futures: new era,

changing role for housing officers’.  Published in

2014 the report aims to equip participants with

the behavioural competencies identified as being

key for frontline housing roles. 

In summary this was the ‘NEED TO BE DRIVEN’

Differentiated: use data smartly to target

resources

Relational:  work with rather than help and ‘do for’

people

Interactive: partner with others – across sectors

Varied and creative: think outside the box

Engaged and impactful: achieve outcomes for

people/business

Novel and anticipatory: be proactive and take

preventative action

Recognising that 'one size doesn't fit all'

workers need to do the following:

read the signs and know when to

intervene

use discretion and problem solve

proactively

identify and manage risks

challenge policies even potentially rewrite

the rules

articulate costs and benefits

create independence rather than

dependence

collaborate and co-produce across

sectors and communities

make a business case for change – have a

commercial head

How will it benefit your staff and your organisation?

This radical programme will take your

practitioners and their managers through a

transformative experience, increasing

resilience and autonomy, with the goal of

improved outcomes for service users and

business objectives.  The course adopts a

multi-tier learner approach to develop

individuals to embrace, drive and champion

change to deliver a more progressive

organisational culture.

About Frontline Futures

Who is this programme for? Aimed at improving frontline services delivery,

both frontline staff and managers will benefit from

this unique programme.  Managers will complete

some modules separately to officers and will

occasionally undertake a facilitation role under the

supervision of the programme facilitators.

How long will the programme take to complete?

pre-programme officer and manager support and

assessment sessions

4 face-to-face teaching days

minimum of 2 coaching sessions per person

half day action learning set

post course evaluation

personal development planning

reflection session

end of programme showcase event

Taking approximately 6 months to complete, the programme includes:

'This programme stimulates you into

thinking in a different way and pushes you out of your comfort

zone but the techniques are

effective and you get postive results'

Learning outcomes

build resilience to approach new challenges

positively and flexibly

constructively question and challenge practice

and policy

build people engagement and communication

skills to have the confidence to deliver

behavioral change

develop self awareness, self reflection and

understand personal impact

promote independence with service users to

support and encourage positive risk taking

manage resources effectively and creatively

develop skills to drive and support the change

challenge successfully

use motivational interview and coaching

approaches to facilitate others to recognise

opportunities and choice.

The focus of this programme is on the role of

frontline workers and their interactions with service

users to resolve issues and deliver service

excellence.

The programme will develop skills and behaviours

to enable your staff to:

Learning through doing is an important part

of the programme with a particular emphasis

on embedding and applying learning in the

workplace.

As part of the programme learners will

identify, plan and develop a change project

in the organisation, recognising that gaining

practical experience will actually ensure

maximum impact and learning.

The programme uses change theory to

focus on improving skills, techniques, self-

awareness, personal effectiveness,

resilience and understanding what

facilitates behavioural change.  

Modules are highly interactive and

participative and include theory, practice,

post programme homework, reflection

coaching and action learning.

' It's made a major impact on my life and work'

'This programme is something youcan use day in and day out'

Learning outcomes

Programme

Pre-course work Overview of the Frontline Futures research

document

Pre-course assessment

Coaching session

Meeting with learners’ line managers

Day 1

Day 2

Day 3

Building trust – learning about one another

Understanding the Frontline Futures

research and what it means to staff, teams,

the organisation and service users

Understanding and delivering constructive

feedback

Learning styles and understanding how we

learn

Perceptions: what matters and why

The change challenge: an introduction to

change

Understanding change

Resistance to change

The change curve

Negative belief cycles

Motivation

The process of transition

Growth mindset

Principles of motivational interviewing

Homework: Learners to start thinking about their change challenge

Homework: Learners to complete two behavioural questionnaires and begin planning change challenges. Plus an optional 1:1 session with facilitator

Coaching: models, tools and techniques

Coaching: practical

Why we do what we do and how it can

impact on other behaviours (transactional

analysis and drama triangles)

Introduction to action learning

Action learning: practical

Homework: Coaching reading, further development of change challenges and resilience questionnaire

Day 4 Building resilience and personal

effectiveness

Action learning: practical

Presentation of change challenges

Developing personal development plans

Course review and individual, team,

organisational planning for embedding

learning

Post course activity Showcase event

Assessment

Coaching session

Review meeting with learners’ line

manager(s) to ensure learning is

embedded in practice moving forward.

'You can see the changes'

Delivery

Melys Phinnemore Programme cost

Frontline Futures programme facilitator Melys is a passionate people developer who is driven by empowering and facilitating  change in others

Penny Jeffreys Frontline Futures programme facilitator Penny is a social housing expert who specialises in developing and coaching others to reach their full potential.

£1199 +vat per learner

It is recommended that each organisation sends a minimum of two frontline staff and one manager

Cost includes delivery of a 24-week programmedelivery of an end of programme showcase to senior leadership teamA minimum of two 1:1 coaching sessions per person Production and delivery of all training materials including copies of any publications which may be required

'It's totally changed the way I work'

'It's given me more confidence to do my job'

Contact us Have a chat with us  about the benefits of this programme

Liza Fleming Professional standards manager liza.fleming@cih.org | wales.training@cih.org 02920 741133

www.cih.org/cymru @cihcymru

Sonia Dorothy Learning and development co-ordinator sonia.dorothy@cih.org | wales.training@cih.org 02920 741132