Staff experience
Our staff are at the heart of good customer service. Their first class commitment rightly demands our investment to offer support and opportunity. The following aims to show what we are doing to achieve this ambition.
We are fully committed to growing the capabilities of our staff. We encourage everyone to be passionate about delivering excellent customer service and to make full use of modern technology.
Our people are vital to the continued development of Disability and Carers Service. With the right skills, knowledge and customer focus, they will be the key to successfully transforming our business.
Building organisational capability
We aim to:
- Ensure relevant skills are widely developed within teams so a smooth hand-over is achieved when retirement or career change demands;
- Achieve improved leadership, developing skills and capabilities to ensure we are better able to deliver the challenges we have set ourselves;
- Improve the professionalism of our decision makers and their line managers through the introduction of an externally accredited programme of learning and continuous development;
- Implement a new Human Resources service and improved policies to support and enable an increase to our managers’ capability;
- Improve the people-management skills of our managers; and
- Achieve re-accreditation of Investors in People.
Improving the motivation and commitment of our staff
We aim to:
- Put measures in place to address areas for improvement identified from the annual Staff Survey;
- Develop a clearer employer identity that supports our customer experience;
- Develop our roles to ensure individuals are clear about what is expected of them;
- Ensure effective communications with our people;
- Improve health, safety and welfare within our organisation;
- Implement a programme of cultural change;
- Reduce absence due to sickness to no more than 8 average working days lost; and
- Run the Community 500 initiative again in 2006.
Supporting diversity in our organisation
We aim to:
- Comply fully with all diversity legislation and continue to promote good practice across our organisation;
- Involve our disabled colleagues in considering the content of our Diversity Equality Scheme and use our Diversity and Equality Staff Network Group to represent their colleagues; and
- Appoint Diversity champions and disabled persons officers to increase knowledge, understanding and support for our staff in these areas.
“Our intention is to develop staff who truly understand the needs of our customers and are passionate about helping them”
Steve Monk – Human Resources Director