Provider Case Studies
5. Working Links
Overview
The organisation: Working Links is a national organisation currently operating from 86 offices across England, Scotland and Wales. Between December 2007 and March 2009 the organisation assisted 3,435 learners with PEP training, of whom 828 obtained employment with 82% sustainability. The organisation employs 1400 staff, has been running PEP since December 2007 and, accesses ESF funding from both the Learning and Skills Council (LSC) and Department for Work and Pensions (DWP) to support its PEP provision.
The ethos: Working Links believes that long-term employment is the best route out of poverty. Their ethos is to “Equip our learners with tools and confidence, supporting the learner’s journey to improve their skills and knowledge to become successful in gaining permanent sustainable employment”. The organisation has five core values that support its vision and business activity: to add value, to work in partnership, to aim high, to show respect, and to accept accountability.
The Approach: Working Links works predominantly with harder to reach groups, such as ex-offenders, lone parents and those with learning disabilities. Their provision focuses on providing a wrap around service for customers. This is achieved by the organisation having strong local links with JCP and the Local Employment Partnerships (LEPs) in the regions in which they operate. This allows Working Links sustainable dialogue with local employers such as Sainsbury’s, and DC Leisure, for example, and charity organisations such as OXFAM in the South East.
Operating in this way Working Links is able to offer an element of bespoke PEP training for its clients, often with the employers playing an active role in shaping provision to meet their business requirements. This has the benefit of ensuring that a potential interviewee not only produces a professional job application and CV and has appropriate interview skills, but has the skills and qualifications that the employer is seeking. This fuller package of generic PEP coupled with tailored employer-led training can give the candidate the ‘edge’ at interview.
How it works: Referrals come from a range of sources: JCP, Probation Service, HMPS Ford and a number of charities. Working Links has developed strong relationships with local LEPs, relevant Sector Skills Councils (SSCs) and a number of other local training providers to build a rounded service. Dialogue with JCP and LEP organisations highlighted gaps in the local skills base as well as vacancies in the local job market. Retail Works and Skills Active Sector Skills Council (SSC) training packages are seen as part of a solution; offering relevant training which would give individuals a real opportunity to get into work. Clients therefore undergo an initial interview to determine their interests and skills set. Each client is offered an opportunity to undertake accredited and/or non-accredited training, the core of which comprises generic PEP (writing CVs and job applications, etc). The added value elements might include, as an example, accredited Health & Safety training and other training including relevant SCCs modular training. Interviews are organised through Working Links and local employers.
Who is involved: Working Links employment solution consultants, JCP accounts managers, employers, tutors, and other training providers and partners such as A4e Skills, and Royal British Legion Industries.
The essential ingredients: The emerging features needed to ensure this project is successful are a clear model of engagement determining who the referral source is, a high level of co-operation with other agencies and organisations which results in their well rounded service, capacity to react to tight deadlines, extensive benefit rules knowledge, up-to-date labour market information.
The challenges: JCP, project timelines are often too tight to appropriately implement strategy and approaches. Understanding the needs of employers can be time consuming.
Working Links PEP power point presentation
Working with the harder to reach: Long- term unemployed, ex-offenders, lone partners and those with learning disabilities - How relationships were built
The core values of Working Links determine its client groups. Central to the approach is the desire to provide a ‘full circle’ programme to ensure clients are not only given an opportunity to train or retrain, but are able to secure introductions to local employers and work trial placements. This ideology is best set out in the organisations 5 core values which stem from their corporate vision:
Working Links believes that long-term employment is the best route out of poverty. Our ethos is to equip our learners with tools and confidence, supporting the learner’s journey to improve their skills and knowledge to become successful in gaining permanent sustainable employment.
Key to this is the commitment to working in partnership with a range of organisations able to add value to the Working Links model. Working Links consider they are adept at exploiting initiatives that will help develop their effectiveness; this is clearly evidenced by their work in helping to establish and develop Local Employment Partnerships (LEPs) http://readingroom.lsc.gov.uk/lsc/SouthEast/Basically_(2)_IES-LSC.pdf in association with JCP.
A productive LEP requires strong links with JCP as well as a common goal. The Sainsbury’s LEP is a good practice example. Sainsbury’s has a clear strategic steer through its Corporate Responsibility Policy which reflects its willingness to embrace pre-employment provision and work with the longer-term unemployed, including lone parents, ex-offenders and those with learning difficulties or disabilities:
Under our ‘You Can’ programme we seek to widen access to employment at Sainsbury’s for those who may experience difficulties in entering or returning to work. We work in partnership with Jobcentre Plus, Mencap, Remploy and National Employer Accords to achieve these goals.
We were one of the first employers to sign up to Local Employment Partnerships in April 2007, which aim to help those who have been long term unemployed to re-enter the workplace. Our stores work with their local Jobentre Plus and organise skills sessions to support applicants in becoming ‘job ready’. In 2008/09 we recruited over 560 colleagues through Local Employment Partnerships. J Sainsbury Plc Corporate website http://www.j-sainsbury.co.uk/cr/
Key Attributes for Success:
Business knowledge and relationships
Working to the same corporate vision, Working Links and Sainsbury’s have been able to turn strategy into action and have successfully placed 11 jobseekers into sustainable employment in the last 4 months. With the strategy set, the operational relationships have secured success:
I used to work for Sainsbury’s myself, and so Dean [Human Resources Manager at Sainsbury’s] knows that I am aware of the type of characteristics and attitude of potential employees with Sainsburys…establish[ing] a good understanding of the company and its culture (meeting them and a tour is essential) and getting to know the client (i.e. Dean) and agree what is expected from both parties is essential. Dean has been excellent in trusting my judgment and we established this trust early on. By having an in-depth understanding of the company, you can then establish an understanding of how to pre-screen and prepare your jobseekers, and establish who fits the company. Matt Brill, Employer Solutions Consultant, Working Links Brighton
A fundamental point endorsed by Sainsbury’s:
The relationship with Working Links is dependent on personalities. I have a working relationship with Matt that goes back 10 years. I trust his judgement and he understands what Sainsbury’s is looking for in a new colleague. Dean Piggott, Human Resources Manager, Sainsbury’s.
Aside from the close working relationship and providing a valuable filtering process of candidates prior to interview, Working Links is able to assist Sainsbury’s with a solution to a real business problem:
Our relationship with Working Links has grown out of necessity. Matt helps with a part solution to our volume recruitment challenges and trying to break the cycle of migrant jobs. Dean Piggott, Human Resources Manager.
The store is located in Brighton which is served by two Universities, and traditionally students from both universities make up a high proportion of the workforce. However, this proportion flexes in relation to the University term dates, and in summer months particularly the store looses a significant proportion of its workforce. This is recognised by the Human Resources lead (at Sainsbury’s) who believes that the solution is to “…create a community that inspires people to work with us; to try to employ colleagues from more varied backgrounds that are not transient.” The Working Links approach is now part of this strategy, with Sainsbury’s sourcing a proportion of vacancies from Working Links.
Sector specific courses
For the retail sector Working Links is able to provide Retail Works http://www.skillsmartretail.com/categories.php?pages_id=23, the training package recommended by Skillsmart retail the Sector’s Skills Council. Retail Works is a pre-employment Retail Skills Standard Training Programme which has been developed as a flexible modular package. The aim is to deliver the essential skills necessary to work in retail for those who have never worked in the industry before. It has been designed to provide those who may be out of work, or who work in a different sector, with the vital skills they need to successfully apply for and secure a job in retail. The programme works alongside generic employability training.
The package does offer a degree of flexibility; appropriate course content can be added to reflect the nature of the position(s) on offer and the needs of the employer. Working Links try, wherever possible, to provide semi- bespoke PEP:
We work in partnership with JCP and their LEP Account Managers and LEP Employers; the PEP material is then semi-bespoke. Some will be mandatory, such as health & safety and rights at work. However, the employers we meet with JCP are requested to input their own needs into the training. For Retail we could potentially be asked to concentrate more on customer service, or for a more admin based role it may be around numeracy and literacy testing in preparation for the recruitment process. Beverley Foard, Skills Manager, Skills South East, Working Links
Employers are also encouraged to be actively involved. Sainsbury’s has worked in conjunction with Working Links to add two new models to the training package. An interactive role play exercise was incorporated, designed to encourage learners to recommend a selection of cheeses for a shopper; with the aim of assessing and developing the learner’s speaking, listening and interaction skills. “Looking at the store through the eyes of the customer” was the second module added to help the learner gain a different perspective of the store, and knowledge of how to better understand the customer. The second module is hosted at the store and facilitated by the Human Recourses Manager, Dean Piggott. Bringing the learning to the store helps set it in context:
With any pre-employment training, if this can be tied in with an employer, like Retail Works was, then this adds more ‘realism’ for the learners and gives practical as well as theoretical support. Matt Brill, Employer Solutions Consultant, Working Links Brighton
Work trials
Working Links elect to use the Retail Works 3 Week Work Placement Model which requires jobseekers to undergo 2 weeks training plus a 3 week work trial with the employer, after which the jobseeker will be guaranteed an interview. For those taking part in a work trial there is no adverse affect on their benefit entitlements during the trial stage, which is sometimes referred to as a ‘working interview’. Trials give both parties the opportunity to find out more, before making job offers and accepting paid employment. Trials also have the effect of decreasing staff turn-over:
The 3 week work trial scheme is very attractive for us as it allows us to get to know the potential colleague better and to assess their suitability for a role with us, but importantly for them they get to know more about working for Sainsbury’s and a feel for what it is like to work in retail, and if it is really for them. Dean Piggott, Human Resources Manager.
Sainsbury’s benefits from Working Links jobseekers in that, during the work trial, they can assess the trialist’s suitability, in terms of enthusiasm, attendance, attitude and willingness to learn, which can sometimes be misleading traits in an interview situation. By ensuring that the trialists are treated as permanent employees in the work situation, it also benefits Sainsbury’s in that the trialist can decide if the role suits them. Matt Brill, Employer Solutions Consultant, Working Links Brighton
Organisational Challenges and Solutions:
Working Links describe developing relationships to enable the approach to succeed as critical, yet time-consuming, aspects of delivery. However, they do highlight that most of this activity tends to be front loaded. Time is needed to develop an understanding of the different organisations involved, and an appreciation of how they work, and of their goals and processes. Such understanding needs to be sought from all parties involved:
Our biggest challenge in the initial stages has been with JCP. This was not because they did not want to work with us but because of the pace and complexity of JCP processes and procedure. This was overcome through many meetings and a great deal of partnership work. Beverley Foard, Skills Manager, Skills South East, Working Links
Relationships and the results of the project have strengthened the working relationship between Working Links and JCP to such an extent that JCP refer to the ‘Retail Works’ programme as “an exemplar for pre-employment training”, and the course is routinely advertised through the JCP office. There are also plans to extend the approach to cover others parts of the South East.
Working Links report that a further challenge has been the timeliness of job vacancies. The number and type of job vacancies at Sainsbury’s fluctuates, and is not always easy to predict. At times jobseekers are trained and there will not be an immediate vacancy for the jobseeker in the store. This can result in a candidate having to wait for a vacancy to arise, and at times this can raise expectation that might not be met. Sometimes vacancies do arise and the hours are not conducive with family responsibilities:
On Retail Works there were issues with the flexibility of some candidate’s hours, and it resulted in three candidates who passed the interview process not being offered work directly by Sainsburys.... Two of those three people were lone parents who have since found work in roles that are solely working within school hours. Unfortunately, with the nature of retail business, these roles are a rarity. Dean did employ a lone parent on a 9am-2pm basis previously as his hours budget allowed this, so he does advise me on the rare occasions that these roles become available. Matt Brill, Employer Solutions Consultant, Working Links Brighton
A solution has been to ask more detailed questions in the pre-screen interview and to place more emphasis on hours and flexibility.
Impact to date:
The approach is generating results. To date Sainsbury’s have employed 11 Working Links jobseekers, 9 are still in employment demonstrating the high retention rate the training programme is thought to bring.
Jobseekers are finding that the Retail Works opportunity and the offer of a work trial is opening doors to other employers within the sector. Of the most recent cohort, 7 of the 10 learners are known to have started employment within a month of completing the course. Sainsbury’s have elected to employ 3 from this group; 2 other jobseekers are now employed with other supermarkets in the area; 1 jobseeker is now employed as a pharmacy assistant, and another as a receptionist.
Learners with learning disabilities gain voluntary work: As a result of bespoke and specialised PEP, Working Links has been successful in placing learners with local charitable organisations. One learner with autism and aspergers tells her story with the help of her Mum, Barbara:
The course helped give Hayley a new perspective. Helped her to be able to express herself properly and know how to behave in an interview situation. Barbara Bundell, Hayley’s Mother