Internal Mediation Services. Surrey County Council in partnership with South East Employers
|
|
- Isaac Palmer
- 8 years ago
- Views:
Transcription
1 Internal Mediation Services Surrey County Council in partnership with South East Employers Introduction and Summary Surrey County Council s cultural strategy is clear it wants to create a coaching culture and a style of management that is based upon meaningful conversations and personal inter-action rather than rigid policies and procedures. This is no easy task in view of its well- publicised difficulties in recent years, including an interim Chief Executive report that accused various parts of the council as having an atmosphere of systemic bullying. One strand of its strategy is to set up a system of internal mediation and it has gone about this in an innovative way, separating it from mainstream HR activity and empowering mediators and those staff involved to access and find their own solutions within the mediation service. Benefits have been quick to arrive and have exceeded initial expectations by spinning-off into general management practices and staff inter-action. Benefits identified so far include: A very cost effective service that prevents costly and confrontational formal procedures Reduced workloads on HR resources Staff able to informally access a service and design their own solutions to issues A service that focuses on creating solutions rather than an adversarial contest as to who was right Creation of a team of trained mediators whose skills can be used across the council and in a variety of settings Job enrichment and development for mediators Mediation skills that have spun-off into general managerial skills and personal inter-action A support to the general cultural change within the council Although the service is flexible and informal in its approach, its creation required careful planning and the thinking through of some key issues. Surrey has identified significant learning points for other similar projects and will apply these throughout its cultural transformation programme. Background Surrey is a large county council covering a population of over 1.25 million people and 11 district council areas. Once rated as a four star authority under the former Audit
2 Commission Comprehensive Performance Assessment regime, it had fallen to one star by A report by its interim Chief Executive identified a management style frequently referred to by both backbench Members and managers as a macho style, a blame culture and bullying which is carried out and experienced by both Members and officers. Since then there has been new leadership at both political and officer level. David McNulty was appointed Chief Executive in 2009 and sees one of the central tasks of his job as talking to people. His aim is to create a management culture that is supportive and empowering of staff and based upon meaningful conversations rather than strict policies and procedures. He sees this as key to unlocking the potential of the organisation and creating a culture that is fit for purpose as Surrey (like all other authorities) faces severe economic pressures and new models of service delivery. Given that there are over 10,000 employees of the council (excluding school based staff), this is no easy task. An immediate object was to convince staff that the new approach was genuine and that the council would do all it can to support it. One of the most innovative ways of doing this was to establish an internal mediation service that could be accessed by all staff and is, in effect, managed by the staff themselves. How Success Was Achieved Key Principles The internal mediation service was championed by Abid Dar, the council s Equality, Inclusion and Wellbeing Manager and immediately supported by the new leadership. Some key principles were quickly established: Any scheme had to be tailored to the specific needs of Surrey County Council Mediators would be drawn from inside the council itself Mediators should be from all professional disciplines, levels and services within the council They should receive tailored training and on-going support Mediation should be available to all staff, but on a purely voluntary basis Mediation should be provided by mediators from outside the service area concerned There would be complete confidentiality regarding the scheme A partnership approach to establishing the scheme should be adopted and South East Employers were recruited to help design the course, supply the training and offer on-going advice and support. However, there was one other key principle that under-pinned the success of the scheme. This was that the scheme would be entirely separate from all other HR services and policies and would not be managed by the HR service directly. This was identified as crucial to encouraging staff to use the service and it not being seen as a first step towards formal grievance, capability or disciplinary proceedings. Following this principal, those people who wish to access the service go direct to one of a list of openly advertised trained internal mediators who will try to facilitate mediation between those involved. Only those directly involved will know of the circumstance surrounding the mediation, complete confidence is assured and no records are kept by the mediators or HR. In fact the HR service only has a
3 monitoring report from mediators as to the number of mediation cases that has taken place but does not know who is involved or the circumstances leading to the mediation. There was also an element of risk taking that was necessary if the scheme was to succeed. Obviously there was simply the risk that the mediation sessions would be ineffective and that the scheme would fall into disrepute or be seen as a token management gesture with no real commitment. Worse was the possibility that something could be said or happen during a mediation session that could later be used in a formal or legal proceeding and which could bounce back on the council. The risks were identified and the simple decision taken to go for it if the council wished people to be adult in their conversations with each other, it simply had to allow them the space and opportunity to have these conversations How Success Was Achieved Practicalities As the mediators were to be drawn from within existing council employees, it was essential that they were given formal training. A training programme was devised through discussion with South East Employers who then delivered a bespoke package of three day training that fitted the circumstances of the council. South East Employers adopted a partnership approach with the council and maintained an ongoing dialogue with them as the training progressed. This course has recently been endorsed by the Institute of Leadership and Management (ILM) The scheme was then publicised and volunteers to become mediators were invited from across the council. It was made clear that volunteers were welcome from any background, level and profession. Abid was clear right from the start that staff were not going to be pigeon-holed into which types of profession may possess the necessary skills. The qualities of the individual were seen as being most important and, in fact, it was hoped that volunteers would come from a wide a background as possible to create inter-service support and communication as part of the overall cultural change programme. The fact that mediators were eventually drawn from diverse backgrounds such as Trading Standards, Legal, Care Homes etc. was testament to the success of this approach. It was also recognised that mediators would need on-going support. This is provided through regular six monthly refresher sessions with South East Employers and a buddying system for mediators so that they can draw upon each other for support. Mediators are also free to withdraw from the scheme at any time and for whatever reason it is not a requirement of their job. The next crucial step was to publicise the service to staff and gain their acceptance of it as a genuine independent resource. The new conversational style within Surrey was seen as the way forward with this rather than a hard-sell campaign. Although publicity was given it was recognised that the success of the scheme ultimately rested upon the feedback of those who accessed it. A patient approach was taken and the council was prepared for a small start with the eventual feedback going viral through the staff involved themselves publicising its benefits. To encourage the perception that this is a voluntary and non HR scheme another principle that was adopted was to keep it simple and not over formalise the scheme. This means that there is a deliberate lack of forms, protocols, records etc. Although each mediation is intended to result in an agreement between the parties
4 involved the process is kept informal and mediators are empowered to adopt whatever process best meets the needs of those involved. There was also a need to ensure that the service was able to provide a high speed of response. This required ensuring that there was a critical mass of mediators and the council has ensured that there are 30 mediators ready to be de-ployed which means that the start of the mediation process can be undertaken within 2-3 days of the initial enquiry. The Skills Piece The key skill requirement was obviously to ensure that all the mediators had the basic personal qualities required and that these were supported by a thorough understanding of the concept of mediation and the practical techniques involved. As all mediators are volunteers it is not surprising that their motivation was high but it is worth remembering that they have to fit their mediation activities in with their other duties and that no additional remuneration is made. Mediators also spoke of a huge sense of responsibility. They are aware that they are involved in issues which are of huge importance to the parties involved, in many cases the issues also affect the whole team in which the individuals work, that the issues involved may be complex and ambiguous and that they may be required to mediate with people far more senior than their own personal position. This is no easy task and mediators identified that to develop the following skills was essential: To understand the philosophy of mediation and the mediator s role within it A mixture of empathy with the parties involved but coupled with a detachment that allows non-judgemental exploration and solutions to be found A range of questioning techniques Boldness to talk about the elephant in the room and manage difficult conversations Ensure that all people in the mediation session are treated as equal, regardless of their position in the formal organisational structure Active listening Ability to summarise clearly and bring things to a resolution Ensuring personal gravitas and credibility Strict adherence to confidentiality Detach personal emotions and be able to handle the emotions of others Awareness and sensitivity to group and individual inter-actions Physical stamina All mediators spoken to are enthusiastic about the scheme and the benefits it has brought to the council, the parties involved and themselves individually. These are discussed further in the benefits sections below. The skill requirements of the project team establishing the scheme were also very significant. To establish such a scheme against the backdrop of the history of Surrey and to allow such a degree of self-management required many qualities including: Understanding of the cultural transformation programme and how the mediation scheme could sit within it
5 Having a clear vision for how the scheme would operate and identifying the key principles that would make this happen Ability to work with partners to ensure the scheme matched the particular requirements of Surrey County Council Publicity skills to create awareness of the scheme both for mediators and those seeking mediation To be able to support mediators, particularly in the early stages of the scheme, and to make sure on-going support is available to them Project management and resource management Willingness to take risks, accept the possibility of failure but go for it anyway Ability to sit back from the scheme, not over manage it and to stick to the principle that this is a voluntary service for individuals and there must be a large degree of self- management The Benefits Surrey County Council had a clear idea of the benefits it envisaged from the scheme. In reality not only have these benefits been realised but there have been many others for the council, mediators and those involved in mediation. These include: Council A cost effective dispute resolution scheme. The council estimates that over two thirds of all conflict is now resolved informally using either mediation or other support. Some on-going formal cases have been able to be replaced by mediation by mutual consent A major contribution to the meaningful conversations and coaching culture Issues resolved include manager/ subordinate relations, returns from long term-sickness, whole team relationships etc. Alleviating strains upon HR services arising from formal procedures Reduced litigation costs Mediators Mediators were very enthusiastic about their work and the tangible successes they had seen. Observations about the benefits to themselves included: Tangible skill enhancement through training and practical experience in mediation techniques Increased self-confidence in being able to tackle complex issues, sometimes mediating in cases where senior staff are involved A feeling of job enrichment A feeling of empowerment mediators are trusted to manage the process and bring about resolutions. There is support given to them but not oversight Possibly one of the most important benefits that mediators reported is that they cannot turn off being a mediator. The skills and approaches they have used spill over into their own management style, relations with colleagues etc. This also means that in their team situations they are far more conscious of team dynamics and potential difficulties and are more likely to be nipped in the bud.
6 With all the above, quite naturally, there has also been a greater sense of selfawareness and how the mediators conduct relations in all aspects of their life both within and outside work. Staff Using the Service Probably the final acid test is how staff using the service feel about it. Not surprisingly some were uncertain of its value when first proposed but feedback now is very positive. Some of the key points identified are: The separate identity of the mediation service means that there is no stigma about using it it is not perceived as meaning you are the subject of a formal process It is solution based rather than blame based. There does not have to be a right or wrong finding all there has to be is a mutually agreed way forward It draws a clear line under the past It allows for an equality of views of those involved The voluntary nature of the service is a huge advantage. The fact that both parties agree to try mediation was viewed as an important first step in resolution The benefits run even deeper. At least some of the people involved in mediation reported that it had made them think about their own behaviours, forced them to be honest and put responsibility on them to help try to find a solution. This was seen as key in ensuring that any agreement entered into would be lasting. Lesson Learnt Surrey County Council has learnt a lot from this project. Most importantly that such initiatives have to form part of and be consistent with the overall cultural change programme of any organisation. Carmel Millar, Head of HR and OD, is certain that the scheme would not have proved successful unless a wider cultural strategy was underway as staff would not have trusted the principles and intent behind the service. As a result the scheme has in turn now helped support the wider cultural programme. The willingness to take a risk both in terms of establishing the scheme and in letting it have a wide degree of self management was a very positive step. This was coupled with the keep it simple, keep it informal, keep it voluntary approach that trusts people to have meaningful conversations with each other. Making sure mediators are supported is also vital. Their responsibilities are large and in some cases fall upon relatively junior positions. One aspect that mediators did comment upon was that they would like greater feedback upon their performance and this is an aspect that perhaps needs to be looked at, but within the overall concept of complete confidentiality. Also important was to make sure that people who access the mediation service know what it involves and what their own responsibilities will be. This is a key issue and Carmel is clear that participants must approach it with a true purpose of seeking solution rather than blame and that this may include managers abandoning traditional power structures during the mediation sessions.
7 Finally, think through the key principles first and then stick to them! The Future Almost, perversely, having established the scheme there is a hope that the need for the service will decrease. However, there is bound to be a need for it for some time and the demand for the scheme remains, boosted by the positive feedback from staff who have used it. The scheme has been shortlisted for the Personnel Today Awards and already the county council has received requests from some districts councils for mediation services to be supplied to their own staff and it is happy to support these requests. Even when demand does eventually reduce, the skills learnt and cultural attitude will remain as will the ability to have meaningful conversations
Fairness at Work (Grievance Policy & Procedure)
Fairness at Work (Grievance Policy & Procedure) Publication Scheme Y/N Department of Origin Policy Holder Author Related Documents Can be Published on Force Website HR Operations Head of HR Operations
More informationCode of Corporate Governance
www.surreycc.gov.uk Making Surrey a better place Code of Corporate Governance October 2013 1 This page is intentionally blank 2 CONTENTS PAGE Commitment to good governance 4 Good governance principles
More informationMiddlesbrough Manager Competency Framework. Behaviours Business Skills Middlesbrough Manager
Middlesbrough Manager Competency Framework + = Behaviours Business Skills Middlesbrough Manager Middlesbrough Manager Competency Framework Background Middlesbrough Council is going through significant
More informationSuite Overview...2. Glossary...8. Functional Map.11. List of Standards..15. Youth Work Standards 16. Signposting to other Standards...
LSI YW00 Youth Work National Occupational Standards Introduction Youth Work National Occupational Standards Introduction Contents: Suite Overview...2 Glossary......8 Functional Map.11 List of Standards..15
More informationMasters Comprehensive Exam and Rubric (Rev. July 17, 2014)
1 Educational Leadership & Policy Studies Masters Comprehensive Exam and Rubric (Rev. July 17, 2014) The comprehensive exam is intended as a final assessment of a student s ability to integrate important
More informationCrosswalk of the New Colorado Principal Standards (proposed by State Council on Educator Effectiveness) with the
Crosswalk of the New Colorado Principal Standards (proposed by State Council on Educator Effectiveness) with the Equivalent in the Performance Based Principal Licensure Standards (current principal standards)
More informationMediation Services, Throughout the UK Guide to Mediation
mediation Mediation Services, Throughout the UK Guide to Mediation let sstarthere Why Mediate? Pg 3 The Mediation Day Pg 4 Preparing for the Mediation Pg 5 Quality Assured Pg 6 Flexible Fee Policy Pg 7
More informationCase study. Keeping a check on conflict: a case study in improving people management systems.
Case study Keeping a check on conflict: a case study in improving people management systems. This case study looks at the experience of YPO, an organisation that aimed to improve the people management
More informationSTRESS POLICY. Stress Policy. Head of Valuation Services. Review History
STRESS POLICY Title Who should use this Author Stress Policy All Staff SAC Approved by Management Team Approved by Joint Board Reviewer Head of Valuation Services Review Date 2018 REVIEW NO. DETAILS Review
More informationCareNZ Job Description GENERAL MANAGER HUMAN RESOURCES
CareNZ Job Description GENERAL MANAGER HUMAN RESOURCES Responsible to: Responsible for: Chief Executive HR and Payroll Administrator HR Interns and Volunteers Dimensions Location of work Other information
More informationRole Context & Purpose
Group Manager Children s Social Care Services Role Profile: Grade: Accountable to: Accountable for: Senior Manager Hay B Service Leader 3-6 direct line reports, plus circa 48 staff that these direct reports
More informationGENERIC CORE MANAGEMENT CRITERIA (CMC) AND STANDARDS (SELECT WHICH ONES ARE APPLICABLE)
ANNEXURE B GENERIC CORE MANAGEMENT CRITERIA (CMC) AND STANDARDS (SELECT WHICH ONES ARE APPLICABLE) CRITERIA Description Generic Stards for Fully Effective Performance 1. Strategic Provides a vision, sets
More informationThe dissatisfaction with employee retention was the driver. Everything else stemmed down from that. (Recruitment and Training Manager)
Case study Dealing with staff turnover a case study on getting and keeping the right people This case study looks at the experience of a high tech organisation that aimed to improve its staff retention..
More informationD 1. Working with people Develop productive working relationships with colleagues. Unit Summary. effective performance.
1 Develop productive working relationships with colleagues Unit Summary What is the unit about? This unit is about developing working relationships with colleagues, within your own organisation and within
More informationCDC 502 Support policies, procedures and practice to safeguard children and ensure their inclusion and well-being
Child Care Occupational Standard MQF Level 5 CDC 501 Establish and develop working relationships CDC 502 Support policies, procedures and practice to safeguard children and ensure their inclusion and well-being
More informationThe Success Profile for Shared Services and Centres of Expertise
1 The Success Profile for Shared Services and Centres of Expertise Contents Role and models 3 Great minds think alike 4 Five factors that make the difference 5 Five factors in action 7 What can we take
More informationTo be determined but likely to include a Regional HR Manager (to be appointed) London or Nairobi with significant travel to the East Africa region
ROLE DESCRIPTION Job Title: Reports To: Direct reports: Location: Head of HR (Africa Programmes) Africa Operations Director To be determined but likely to include a Regional HR Manager (to be appointed)
More informationPERFORMANCE MANAGEMENT POLICY
PERFORMANCE MANAGEMENT POLICY Updated July 2010 2007 1 CONTENTS Page 1 Purpose 3 2 Scope of the policy 3 Policy Framework 4 Roles and Responsibilities 5 Introduction to performance management in HelpAge
More informationOrganisational Development Improvement Strategy 2009-2011 Delivering results through our people
Organisational Development Improvement Strategy 2009-2011 Delivering results through our people 1 Index Page No Foreword 3 What is Organisational Development? 4 Organisational Development- Driving change
More informationEmployee Assistance Programmes Manager s Guide
March 2012 Employee Assistance Programmes Manager s Guide Support and assistance when you need it Vhi Corporate Solutions Employee Assistance Programme Confidential Professional Help Support Communicate
More informationManagerial Competencies (if any) (see attached Annex)
RECRUITMENT PROFILE Profile: Human Resources Major Duties and Responsibilities 1. Responsible for the interpretation and application of the Staff Rules, regulations and procedures ensuring uniform application
More informationYour appraisal 360. product guide. Competency Frameworks
Your appraisal 360 product guide Competency Frameworks ver 1.0 2 of 11 Third Eye Resolutions Ltd Contents What Appraisal360 feedback does for you... 4 Ways of buying Appraisal360... 5 System only packages...
More informationLINCOLNSHIRE COUNTY COUNCIL COMPETENCY FRAMEWORK
LINCOLNSHIRE COUNTY COUNCIL COMPETENCY FRAMEWORK The behaviours, skills and knowledge needed to meet the objectives of the organisation PURPOSE OF THE FRAMEWORK The Framework defines the competencies required
More informationWiltshire Council s Behaviours framework
Wiltshire Council s Behaviours framework It s about how we work Trust and respect Simplicity Responsibility Leadership Working together Excellence Why do we need a behaviours framework? Wiltshire Council
More informationManaging for Results. Purpose. Managing for Results Practitioner-level Standards
Managing for Results Practitioner-level Standards Managing for Results Purpose In all sectors and at all levels managers must have the knowledge, understanding and skills to enable them to grasp the right
More information6 Development of feedback to QAA reviewers and providing coaching to QAA staff.
QAA Board of Directors Human Resources and Organisational Development (HROD) annual report BD 10 12 12 Item 24 BD/2012/93 Topic 1 This paper reports on Human Resources and Organisational Development achievements
More informationPerformance Management Consultancy
Performance Management Consultancy Facilitating performance improvements through an effective performance management process What are the challenges? While every organisation has performance management
More informationChange Management Practitioner Competencies
1 change-management-institute.com Change Management Institute 2008 Reviewed 2010, 2012 Change Management Practitioner Competencies The Change Management Practitioner competency model sets an independent
More informationComplaints Policy. Complaints Policy. Page 1
Complaints Policy Page 1 Complaints Policy Policy ref no: CCG 006/14 Author (inc job Kat Tucker Complaints & FOI Manager title) Date Approved 25 November 2014 Approved by CCG Governing Body Date of next
More informationSCDLMCB2 Lead and manage service provision that promotes the well being of individuals
Lead and manage service provision that promotes the well being of Overview This standard identifies the requirements associated with leading and managing practice that supports the health and well being
More informationPeople & Organisational Development Strategy
2013-2018 People & Organisational Development Strategy Delivering excellent research Delivering an excellent student experience Enhancing global reach and reputation 1. Introduction Glasgow 2020: A global
More informationPerformance Management Development System (PMDS) for all Staff at NUI Galway
Performance Management Development System (PMDS) for all Staff at NUI Galway PMDS.doc 1 1. Introduction The Performance and Development Review System (PMDS) for NUI Galway has its foundation in Sustaining
More informationAchieving Excellence through Executive Coaching
Achieving Excellence through Executive Coaching Good Leaders Accelerate with Good Coaching At White Water, we love to work with successful executives we always marvel at how well they respond to good coaching:
More informationJOB AND PERSON SPECIFICATION. It has an annual budget of approximately 50 million and currently a staff of approximately 300.
JOB AND PERSON SPECIFICATION Job Title: Division Grade: HR Adviser - HR Operations Section G Reports To: Head of HR Operations General Information The Commonwealth Secretariat is the principal intergovernmental
More informationMacmillan Cancer Support Volunteering Policy
Macmillan Cancer Support Volunteering Policy Introduction Thousands of volunteers dedicate time and energy to improve the lives of people affected by cancer. Macmillan was started by a volunteer and volunteers
More informationMaster Level Competency Model
Change Manager Master Level Competency Model The Change Manager Master competency model sets an independent industry benchmark for SENIOR level change management practitioners. The model was launched in
More informationSCDLMCB3 Lead and manage the provision of care services that deals effectively with transitions and significant life events
Lead and manage the provision of care services that deals effectively with transitions and significant life events Overview This standard identifies the requirements associated with leading and managing
More informationCustomer Management Strategy (2014-2017)
Customer Management Strategy (2014-2017) Version 1.1 Page 1 Foreword As technology improves, the demand for Council services to be available online and accessible 24/7 will increase as our customers choose
More informationMaking a positive difference for energy consumers. Competency Framework Band C
Making a positive difference for energy consumers Competency Framework 2 Competency framework Indicators of behaviours Strategic Cluster Setting Direction 1. Seeing the Big Picture Seeing the big picture
More informationWELSH LOCAL GOVERNMENT ASSOCIATION CYMDEITHAS LLYWODRAETH LEOL CYMRU
Coaching in Local Authorities in Wales 2011 WELSH LOCAL GOVERNMENT ASSOCIATION CYMDEITHAS LLYWODRAETH LEOL CYMRU 1 Authorities across Wales are in different stages of developing approaches to coaching.
More informationPERFORMANCE & PERSONAL DEVELOPMENT PROGRAMME Launched: April 2010
PERFORMANCE & PERSONAL DEVELOPMENT PROGRAMME Launched: April 2010 1 PERFORMANCE & PERSONAL DEVELOPMENT PROGRAMME INDEX Page Introduction 3 PPDP Cycle 4 Performance planning meeting 5 Performance planning
More informationGuide to Wellness Action Plans (WAPs)
Guide to Wellness Action Plans (WAPs) Guide to Wellness Action Plans (WAPs) Developing a Wellness Action Plan (WAP) can help employees to actively support their own mental health by reflecting on the causes
More informationAustralian Professional Standard for Principals
AITSL is funded by the Australian Government Australian Professional Standard for Principals July 2011 Formerly the National Professional Standard for Principals 2011 Education Services Australia as the
More informationNHS Complaints Handling: Briefing Note. The standard NHS complaints procedure can be used for most complaints about NHS services.
APPENDIX 1 NHS Complaints Handling: Briefing Note NHS Complaints Procedure The standard NHS complaints procedure can be used for most complaints about NHS services. The legislation governing the NHS complaints
More informationAppendix 1: Performance Management Guidance
Appendix 1: Performance Management Guidance The approach to Performance Management as outlined in the Strategy is to be rolled out principally by Heads of Service as part of mainstream service management.
More informationSenior Advisor Change and Benefits Management
Senior Advisor Change and Benefits Management Your position description Your: Location Group Business unit / team Manager PDID0300 Auckland/Wellington Architecture, Design & Programme Governance Enterprise
More informationManagement Competency Framework
Management Competency Framework Middle Managers Operational Managers Specialists Contents Introduction 4 Leading People 5 Communicating the Vision 6 Facilitating High Performance and Results 7 Maximising
More informationImproving line managers' capability
Improving line managers' capability Source: IRS Employment Review Date: 03-10-2011 Publisher: IRS AUTHOR: Rachel Suff Line managers play a central role in implementing HR policies and procedures, but are
More informationAttribute 1: COMMUNICATION
The positive are intended for use as a guide only and are not exhaustive. Not ALL will be applicable to ALL roles within a grade and in some cases may be appropriate to a Attribute 1: COMMUNICATION Level
More informationHeadlands Primary School Adults Other Than Teachers Policy (AOTT)
Headlands Primary School Adults Other Than Teachers Policy (AOTT) Principles/Rationale There is considerable involvement by parents and others in helping in the daily life and work of the school. The use
More informationWHISTLEBLOWING GUIDANCE
WHISTLEBLOWING GUIDANCE 1 Whistleblowing Guidance Introduction 1. This guidance accompanies the NHS LA s Whistleblowing Policy, which deals with the process for staff to raise concerns about internal whistleblowing
More informationTenancy Support Manager Recruitment. June 2014
Tenancy Support Manager Recruitment June 2014 Tenancy Support Manager Thank you for your interest in the above position at Newport City Homes. This information pack contains the following: About Newport
More informationDFID CORE COMPETENCY FRAMEWORK
DFID CORE COMPETENCY FRAMEWORK DFID s Core Competency Framework presents competencies in three clusters as shown below. The red cluster groups the work-related competencies, the green has peoplerelated
More informationA framework of operating principles for managing invited reviews within healthcare
A framework of operating principles for managing invited reviews within healthcare January 2016 Background 03 Introduction 04 01 Purpose 05 02 Responsibility 06 03 Scope 07 04 Indemnity 08 05 Advisory
More informationCentral Services. Business Support Service JOB DESCRIPTION
Central Services Business Support Service JOB DESCRIPTION POST: GRADE: Grade: Band 12 RESPONSIBLE TO: A Head of Business Support STAFF MANAGED: Team Leaders. In some instance, a Business Support Manager
More informationLeadership and management for all doctors
Leadership and management for all doctors The duties of a doctor registered with the General Medical Council Patients must be able to trust doctors with their lives and health. To justify that trust you
More informationCommunity & Events Fundraising Manager. 35 (out of hours work is likely to be required)
JOB DESCRIPTION Job Title: Reporting to: Location: Travelling Requirements: Transportation Requirements: Contracted Hours: Referencing Requirements: Registration Requirements: Community & Events Fundraising
More informationCity and County of Swansea. Human Resources & Workforce Strategy 2013-2017. Ambition is Critical 1
City and County of Swansea Human Resources & Workforce Strategy 2013-2017 Ambition is Critical 1 Delivering quality services for a safer, greener, smarter, fairer, healthier, richer Swansea Executive Summary
More informationPeople Director Job description
People Director Job description About Teaching Leaders Teaching Leaders is an innovative not-for-profit organisation whose mission is to address educational disadvantage by growing a movement of outstanding
More informationRequest for feedback on the revised Code of Governance for NHS Foundation Trusts
Request for feedback on the revised Code of Governance for NHS Foundation Trusts Introduction 8 November 2013 One of Monitor s key objectives is to make sure that public providers are well led. To this
More informationDraft Special Educational Needs (SEN) Code of Practice: for 0 to 25 years
Draft Special Educational Needs (SEN) Code of Practice: for 0 to 25 years Statutory guidance for organisations who work with and support children and young people with SEN October 2013 Contents 1 Introduction
More informationWHO GLOBAL COMPETENCY MODEL
1. Core Competencies WHO GLOBAL COMPETENCY MODEL 1) COMMUNICATING IN A CREDIBLE AND EFFECTIVE WAY Definition: Expresses oneself clearly in conversations and interactions with others; listens actively.
More informationUnderstanding Agile Project Management
Understanding Agile Project Management Author Melanie Franklin Director Agile Change Management Limited Overview This is the transcript of a webinar I recently delivered to explain in simple terms what
More informationProfessional and ethical standards
Victoria Police Manual Policy Rules Professional and ethical standards Context Purpose The Victoria Police mission is to provide a safe, secure and orderly society by serving the community and the law.
More informationStaff Development and Performance Management Policy & Procedure
Staff Development and Performance Management Policy & Procedure Overview The purpose of this document is to outline QAHC s approach to staff development and performance management. The policy and procedure
More informationBusiness Benefits of Volunteering
Business Benefits of Volunteering An introduction to skills based volunteering Mari Frengstad TABLE OF CONTENT: Executive Summary... 3 Introduction... 5 What skills are key to Hammerson s success?... 5
More informationJOB DESCRIPTION. Chief Nurse
JOB DESCRIPTION Chief Nurse Post: Band: Division: Department: Responsible to: Responsible for: Chief Nurse Executive Director Trust Services Trust Headquarters Chief Executive Deputy Chief Nurse Head of
More informationSelf Assessment STANDARDS
Self Assessment STANDARDS www.wellbeingcharter.org.uk This pack contains an overview of the Workplace Wellbeing Charter, including the Charter Framework, the Assessment Standards and other useful information.
More informationChapter 7.4 Negotiation skills
Benefits of this chapter Many think that negotiation is reserved for high-powered executives or lawyers sitting in the board room figuring out what big decision to make next. But the truth is, professionals
More informationEmployer s Guide to. Best Practice Return to Work for a Stress Injury
Employer s Guide to Best Practice Return to Work for a Stress Injury Employers Guide to Best Practice Return to Work for a Stress Injury 1. Early Intervention 2. Claim Lodged 3. Claim Acceptance 4. Return
More informationupport uy in ccountable ndependent epresentative impact ower and influence Measuring the impact and success of your youth voice vehicle
Measuring the impact and success of your youth voice vehicle epresentative ccountable ndependent upport uy in impact ower and influence A guide for staff, councillors and young people involved in youth
More informationWhat are Community Psychologists?
What are Community Psychologists? Community psychology is new to the UK, and it is likely that those who have studied community psychology will end up working in a number of different fields. This leaflet
More informationBuilding Equality, Diversity and Inclusion into the NHS Board Selection Process for Non Executives and Independent Directors March 2012 Edition
Building Equality, Diversity and Inclusion into the NHS Board Selection Process for Non Executives and Independent Directors March 2012 Edition The NHS Leadership Academy s purpose is to develop outstanding
More informationHuman Resources. Values for Working Together and Professional Behaviours
Human Resources Values for Working Together and Professional Behaviours A message from the Vice-Chancellor The new Human Resources Strategy, Working Together: A Strategy for Success, in tandem with the
More informationGRADUATE CERTIFICATE IN ORGANISATIONAL DEVELOPMENT
GRADUATE CERTIFICATE IN ORGANISATIONAL DEVELOPMENT Innovative, practical and relevant SIMON GOTT Graduate Certificate In Organisational Development Programme Director Organisations cannot truly thrive
More informationRole Profile. Leasehold Co-ordinator (LSE) - Career Ladder: Customer Services. - Level: Level 4. - Function: Leasehold
Role Profile Role Title: Directorate: Department: Team: Leasehold Co-ordinator (LSE) Resident Services Local Services Regional Role Identifiers: - Career Ladder: Customer Services - Level: Level 4 - Function:
More informationINVESTORS IN PEOPLE REPORT
INVESTORS IN PEOPLE REPORT Guy's & St Thomas NHS Foundation Trust Presented by Kate Baker Investors in People Practitioner On behalf of Investors in People South of England November 2015 (14-04922) Introduction
More informationJOB DESCRIPTION. Associate Director of Health Informatics
JOB DESCRIPTION Job Title: Band: Hours: Responsible to: Responsible for: Base: Associate Director of Health Informatics 8d 37.5hrs Director of Finance & Information Informatics function (to include IT,
More informationHow To Manage A Project
GRIEVANCE AND MONITORING POLICY DOCUMENT DEVELOPED BY THE SUPPORT AGENCY NETWORK AND THE FAMILY RESOURCE CENTRE NATIONAL FORUM May 2006 CONTENTS 1. Purpose of document 2. Dealing with difficulties 3. Role
More informationEquality and Diversity Policy
Equality and Diversity Policy Agreed: November 2014 To be reviewed: November 2015 1 Contents Page 1. Scope and Purpose 3 1.1 Policy Statement 3 1.2 Principles 3 2. Accountability 4 3. Monitoring 7 4. Stakeholders
More informationJOB DESCRIPTION. Head of Learning and Standards. Salary grade: Management Scale 2 + 1
JOB DESCRIPTION Job Title: Responsible to: Head of Learning and Standards Director of Faculty Salary grade: Management Scale 2 + 1 Hours per week: 21.6 hours per week Main Purpose of the Role 1. To manage
More informationSKILLED, ENGAGED & MOTIVATED STAFF
Leadership and Management Capability Flexibility of Staff SKILLED, ENGAGED & MOTIVATED STAFF Skills Assurance Reward and Recognition Scottish Court Service People Strategy 2012 2015 1 Why have a People
More informationOctober 2014. Board Member Recruitment
October 2014 Board Member Recruitment Queens Cross Housing Association is an innovative and dynamic communitybased housing association located in the north west of Glasgow. The housing sector is facing
More informationDelivering Local Health Care
Delivering Local Health Care Accelerating the pace of change Delivering Local Integrated Care Accelerating the Pace of Change WG 17711 Digital ISBN 978 1 0496 0 Crown copyright 2013 2 Contents Joint foreword
More informationManaging in the Round. 360 Degree Feedback and Middle Manager Development Programme
Managing in the Round 360 Degree Feedback and Middle Manager Development Programme 2 Managing in the Round 360 Degree Feedback and Middle Manager Development Programme What does Managing in the Round involve?
More informationResource document for school governors and schools. Summary of Special Educational Needs (SEN) Code of Practice for Wales
Resource document for school governors and schools Summary of Special Educational Needs (SEN) Code of Practice for Wales Teifion Rees SEN Governor Cwrt Sart Comprehensive School April 2004 1 Acknowledgements
More informationTraining Products Portfolio
Training Products Portfolio Supporting learning, development and change Training and Consultancy Chapel House are a UK based, accredited, professional training and consultancy organisation with programmes,
More informationWhy improving your line managers people skills will improve your profits
As part of our Tomorrow s Executive series of articles we bring you: an executive s guide to implementing strategy By Paul Hughes, Mercuri Urval Global Client Services Why improving your line managers
More informationINSPIRE YOUR FUTURE WORKFORCE
INSPIRE YOUR FUTURE WORKFORCE Work Experience Placements A Guide for Employers 01204 482036 1 WORK EXPERIENCE PLACEMENTS A Guide for Employers INSPIRE YOUR FUTURE WORKFORCE Thank you for providing our
More informationShared Solutions: An Overview Special Education Policy and Programs Branch Ministry of Education
Shared Solutions: An Overview Special Education Policy and Programs Branch Ministry of Education Table of Contents 1. Shared Solutions: Overview 2. Understanding Conflict 3. Preventing Conflicts 4. Video:
More informationSCDLMCA2 Lead and manage change within care services
Overview This standard identifies the requirements associated with leading and managing change within care services. It includes the implementation of a shared vision for the service provision and using
More informationCoaching: bringing out the best. Opinion piece Philip Brew
Coaching: bringing out the best Opinion piece Philip Brew Coaching: bringing out the best Philip Brew 1/6 Organisations need fully functioning human beings In today s demanding and complex environments,
More informationOfficers Code of Conduct
Officers Code of Conduct Effective from: 17 th September 2014 Approved by Council on 17 th September 2014 1. INTRODUCTION 1.1 The Council believes that its activities demand the highest standards of confidence
More informationTasmania Prison Service Department of Justice. Performance Management Policy and Framework
Tasmania Prison Service Department of Justice Performance Management Policy and Framework January 2014 1 Authorised by: Position of authorising person: Brian Edwards Director, Tasmania Prison Service Date
More informationRegistered Nurse. Position description. Section A: position details. Organisational context
Position Description December 2015 / January 2016 Position description Registered Nurse Section A: position details Position title: Registered Nurse Employment Status: Full Time and Part Time (0.6FTE)
More informationHR Fast Stream Graduate Programme
HR Fast Stream Graduate Programme 02 Contents Welcome p.03 What is the HR Fast Stream Graduate Programme? p.04 What are we looking for? p.07 Your Fast Stream career path p.08 Location p.09 Profiles p.10
More informationPOLICY FRAMEWORK AND STANDARDS INFORMATION SHARING BETWEEN GOVERNMENT AGENCIES
POLICY FRAMEWORK AND STANDARDS INFORMATION SHARING BETWEEN GOVERNMENT AGENCIES January 2003 CONTENTS Page 1. POLICY FRAMEWORK 1.1 Introduction 1 1.2 Policy Statement 1 1.3 Aims of the Policy 1 1.4 Principles
More informationNHS Staff Survey action plan update
ENCLOSURE: S Date of Trust Board 29 th April 2015 Title of Report Purpose of Report Abstract Risks and benefits of proposed action Strategic Objective and/or Annual Plan Objective and/or Quality Goal Recommendation
More informationTransport for London. Code of Conduct MAYOR OF LONDON
Transport for London Code of Conduct Effective from 1 October 2008 MAYOR OF LONDON Transport for London This Code of Conduct describes TfL s ethical values and vision and sets out the behaviour that is
More informationHCPC 2015 Employee Exit Interview Report
HCPC 2015 Employee Exit Interview Report Section Page 1. Introduction 3 2. Scope 3 3. Employee turnover rates 3 4. Summary of findings 3 5. Analysis of data 4 6. Conclusions and actions 11 2 1. Introduction
More information