The G4S Work Programme in North East Yorkshire and The Humber

  

Contents

Page 1 The G4S Work Programme

Page 2 The G4S Work Programme Delivery Model

Page 3 Who Will Deliver the G4S Work Programme in North East Yorkshire and The Humber?

Page 5 Our Work Programme Strategy in North East Yorkshire and The Humber

Page 6 Meeting Customer Needs in North East Yorkshire and The Humber

Page 7 G4S Work Programme in North Yorkshire and The Humber

Page 8 G4S in North East Yorkshire and The Humber

Page 9 G4S’s Commitment to the Customer

  

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The G4S Work Programme

Background: the Work Programme

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 seven regions the maximum number any single organisation was allowed to be on.

G4S Welfare to Work recently submitted tenders to deliver the Work Programme across the seven regions:

East Midlands

London East

North East

North West – Cumbria and Lancashire, Merseyside and Halton

North West – Greater Manchester and Cheshire

Scotland

South East – Hampshire, Isle of Wight and the Thames Valley

South East – Kent, Surrey and Sussex

Yorkshire and The Humber – West Yorkshire

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 providing high-quality services that will enable Customers to secure, and sustain, employment.

Most of the services needed to support workless people back into meaningful and progressive employment in the UK already exist. What is missing is an effective structure for managing and co-ordinating 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 tens of 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 evidence 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

Application form-filling

In-work benefit calculations

Interview skills practice

Sourcing vacancies & 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 in-work support over the first six months 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 might include:

English language and vocational training

Debt and housing advice

Health and disability support.

G4S knows that 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, life coaching and mentoring

Occupational health services

In-work training and skills development

Mediation with employers

If we are going to help individuals sustain employment, we need organisations in our supply chain of a different kind than currently deliver in this space. We will subcontract to In Work Partners who have experience of working with individuals over long periods of time. These In Work Partners will help to support individuals to sustain and progress within their new careers.

  

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Who Will Deliver the G4S Work Programme in North East Yorkshire and The Humber? G4S has created a unique model delivered by a supply chain of specialist organisations in North East Yorkshire and The Humber that will transform the delivery of welfare-to-work services here, supporting more people than ever before into sustained employment.

We have selected top-performing Job Brokers and In Work Partners from the public, private and voluntary sectors to deliver the G4S journey to all Customers in North East Yorkshire and The Humber. These are:

Pertemps

Inspire to Independence

City Works

East Riding Council

SOVA

The G4S customer journey does not end once in employment. G4S subcontracts Job Brokers Pertemps, Inspire to Independence, SOVA and specialist In Work Partner Renovo to deliver additional in-work services – such as career advice, life coaching, occupational health, mentoring, skills development and crisis intervention – to all Customers in North East Yorkshire and The Humber for up to 2 years. Renovo offer an innovative online/telephone 24/7 ‘Workfriend’ mentor.

Many Customers in North East Yorkshire and The Humber require additional services to address specific needs and barriers to progress their journey towards sustained employment. Appropriate additional specialist services are delivered by the G4S-funded Knowledge Bank in North East Yorkshire and The Humber of 92 organisations to meet these specific needs and barriers, including those under consortia.

Every Customer’s journey will be monitored 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, employment undertaken and monitoring every Customer’s journey consistently and in real-time.

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 three way ‘warm handover’. 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 ‘two 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 next meeting

A confirmed date for the next meeting

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 rights and responsibilities on the programme

Details of the Job Broker’s and G4S’s complaints procedures.

  

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This will be followed by a 1:1 discussion with their named Personal Advisor to agree the focal point for their journey – a Realistic Job Goal. Customers who identify self-employment as their Realistic Job Goal will be referred to a self-employment specialist in the Knowledge Bank.

Ongoing needs assessment: diagnostics will be used to identify those 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/language difficulties

Mental/physical health issues

Childcare or other caring responsibilities

Travel constraints

Job Brokers will use diagnostic agencies from the Knowledge Bank to identify the specific needs and barriers of individuals. These needs are then addressed through in-house actions, or by specific Knowledge Bank agencies. 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.

Advisor and Customer will 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 work. For the first 13 or 26 weeks of employment, dependent on Customer Group, every Customer will be supported by their Personal Advisor.

The G4S customer journey will not end once in employment.

G4S Job Brokers will support Customers during their first 13 or 26 weeks of employment. After 13 or 26 weeks in employment, either the Job Broker or a specialist In Work Partner will support each Customer to maximise their chances of sustaining and progressing in work. Customers will be able to access a range of in-work support through our In Work Partners, including mentoring and crisis intervention, to resolve any issues which arise during employment.

  

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Our Work Programme Strategy in North East Yorkshire and The Humber

G4S’s delivery model is designed to support more people into sustained employment in North East Yorkshire and The Humber than any other model.

G4S will manage an entirely subcontracted delivery model in North East Yorkshire and The Humber.

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 takes away conflicts of interest that inevitably arise when an organisation is both deliverer and contractor.

G4S will subcontract job brokerage services to the very best local and national Job Brokers delivering in North East Yorkshire and The Humber.

G4S knows that only organisations with the experience, skills and expertise of meeting the needs of all Customer Groups in North East Yorkshire and The Humber, including those hardest-to-help, can support them into sustained employment. G4S has carefully selected the best Job Brokers to deliver in North East Yorkshire and The Humber, regardless of size and sector.

G4S has ensured wide representation of voluntary sector organisations to provide job broking services in North East Yorkshire and The Humber.

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 in North East Yorkshire and The Humber.

Additional specialist interventions are often needed to place Customers furthest from the labour market into lasting employment.

G4S has sourced organisations to provide services to meet the broad range of Customer needs and barriers in North East Yorkshire and The Humber, 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 change 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 to meet those needs going forward.

G4S will subcontract Job Brokers and specialist In Work Partners to deliver in-work support to individuals who have successfully reached 13 or 26 weeks 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 ‘low-pay, no-pay’ cycle that can only be broken through rigorous, tailored in-work support. G4S has selected the best organisations 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 for Customers through our Job Brokers.

This streamlined access to vacancies will increase Customer’s 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 North East Yorkshire and The Humber including meter-reading for British Gas and security services for Morrison’s.

  

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Meeting Customer needs in North East Yorkshire and The Humber

G4S will deliver the Work Programme in North East Yorkshire and The Humber through almost 100 organisations working from over 300 key delivery locations across the entire geography of North East Yorkshire and The Humber (71 Job Broker and In Work Partner sites and 232 Knowledge Bank sites). G4S has developed a supply chain that guarantees that no Customer is ever more than 30 minutes away from a Job Broker or outreach site. In addition to this comprehensive network of sites, G4S and our supply chain will ensure that the full range of provision is delivered across the CPA.

G4S has selected a supply chain with a spread of delivery sites across the region proportional to the anticipated number of referrals, whilst ensuring that every Customer will have access to the full range of provision. G4S has further verified that our delivery model provides full geographical coverage through: testing our delivery model with key strategic partners in the region including Skills Funding Agency; sense-checking our delivery map with key members of our supply chain; correlating our delivery premises with those of Jobcentre Plus; and substantiating that all delivery premises are located close to public transport hubs – most of our premises in North East Yorkshire and The Humber are within ½ mile of a public transport link.

Meeting Customer needs: G4S has a situational approach to delivering the Work Programme and this will be applied to meeting Customer needs through appropriate delivery premises in North East Yorkshire and The Humber. We believe our chosen subcontractors have the experience and local knowledge of how best to deliver services in their area.

Disabled Customers: The proportion of people claiming IB/ESA in Hull is above both regional and national averages (8.2%) with the total number of claimants in North East Yorkshire and The Humber at 55,540. G4S will ensure that all subcontractors have the financial and material capacity to make reasonable adjustments for any Customer with a disability under the DDA (Disability Discrimination Act).

Customers living in rural areas: One of the main delivery challenges across North Yorkshire, North Yorkshire Coast and East Riding is the vast rural geography which dangers isolating Customers in more remote towns and villages. For example, North Yorkshire alone is 8,654km2 – 3,405km2 comprising the North Yorkshire Moors and Yorkshire Dales. 4 of G4S’s 5 Job Brokers in North East Yorkshire and The Humber deliver from 56 delivery premises across these more rural areas to ensure that every Customer will be able to attend a face-to-face appointment.

Customers requiring childcare/parenting support: There are a higher proportion of lone parents in Hull (2.7%) than both regional and national averages. G4S will ensure that all Job Brokers are aware of their responsibility to cover the cost of childcare for all lone parents in North East Yorkshire and The Humber.

Customers under 25: There are a high proportion of JSA 18-24 claimants in North Lincolnshire (31.1%) and North East Lincolnshire (30.8%) compared with other areas in North East Yorkshire and The Humber, such as North Yorkshire (26.2%). G4S knows it is often necessary to use different forms of engagement with this Customer Group compared with other groups such as JSA 25+.

Customers affected by drug/alcohol misuse: There was estimated to be 3,700 drug abusers in Hull in 2009, higher than any other area in North East Yorkshire and The Humber. Customers with a history of substance misuse will benefit from the 1:1 and group counselling, signposting services and guidance for employers provided by Knowledge Bank organisations

Customers requiring skills training: G4S has sourced Knowledge Bank agencies to deliver life skills, basic skills and vocational training to meet the needs of Customers across the whole of North East Yorkshire and The Humber.

To ensure that we have the appropriate delivery sites to meet the needs of all Customers across North East Yorkshire and The Humber, we will continuously review and evolve our Knowledge Bank.

  

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G4S in Yorkshire and The Humber

G4S has been delivering a wide range of services throughout Yorkshire and The Humber for 20 years, now employing around 2,500 people across the region.

These wide-ranging services include:

Offender management at HMP Wolds (see below)

Court services in cities such as York, Doncaster and Hull

Manned security services at all Jobcentre Plus premises, including centres in Bradford, Leeds and Harrogate

Meter-reading for British Gas and Eon

Electronic security solutions provision for Sheffield Children's Hospital and Yorkshire Ambulance (see below)

G4S Care & Justice Services

G4S Care & Justice Services provides prison management and offender rehabilitation services to nearly 400 prisoners at HMP Wolds in Hull. All prisoners are actively supported to improve their wellbeing and employment prospects both

during and after their time at Wolds.

For example, the resident Learning and Skills Department offers a number of courses to inmates, including Social and Life Skills, Literacy and Numeracy, and Information Technology. Employees are also regularly reviewed and supported on their training and development needs. In 2007, HMP Wolds achieved Investors in People status for a demonstrable commitment to staff training and development. All training and development is intended to have a positive impact on both the morale of employees and the wellbeing of offenders in our care.

G4S Technology

G4S Technology provides Sheffield Children’s Hospital with a Symmetry Security Management System. Being a children’s hospital, security is a key issue when dealing with concerned par ents and ensuring the safety of a large number of young and distressed patients. G4S’s fully integrated security solution allows the hospital to secure high-risk areas such as the MRI Suite, pharmacy and mortuary. Reports are run to monitor who is entering the different departments, allowing issues surrounding suspicious behaviour to be easily resolved. As a result of the system’s installation and continued operation, both the protection and comfort of staff and patients has significantly improved.

  

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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 back 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, and only 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 provides a concrete timetable and set of clearly defined steps for each person to attain their Realistic Job Goal. A time-bound Action Plan with concrete milestones sets out a clear, agreed route to meeting these 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 in increasing the chances of individuals staying in employment. Every Customer will have an In-Work Action Plan documenting appropriate, tailored in-work support.

 

  

Contact: Holly Waga G4S Welfare to Work 7 Carlos Place Mayfair London W1K 3AR Holly.waga@uk.g4s.com www.g4swelfaretowork.com March 2011