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Serco Health Academy

Serco Health Academy Making learning possible! The Serco Health Academy aims to give everyone in our team the chance to develop their skills and themselves in ways and at levels and speeds that suit them best. To begin with a number of programmes will be available, including:

Core Functional Skills a refresher course in the everyday skills that underpin all personal and working activity. The 5 Core Skills are: Communication, Numeracy, Information and Communication Technology, Problem Solving and Working with others.

Advanced Functional Skills more support and information that builds on from the core functional skills some of which include: customer service, developing yourself, your team and your career, and report writing.

Workforce Plus a programme designed for people keen to move away from a narrow view of what skills are needed for a role and to broaden and deepen their skills in a structured and rewarding way.

Management Training a development programme for junior and middle managers to prepare them for more senior posts in the organisation in the future. This is also aimed at front line staff wishing to move upwards into Team Leader roles and will include deputising opportunities as well as high quality structured training.

Apprenticeships structured learning that is completed mainly on the job and can lead to a qualification.

"You cannot teach a person anything; you can only help him find it within himself" - Galileo Gallilei

Core Functional Skills These are in five critical areas known as the Core Skills. They are the skills most needed in any work environment. Not every job needs people who are proficient in all five Core Skills but every job requires some level of ability in some of them. The five Core Functional Skills are:

COMMUNICATION NUMERACY PROBLEM SOLVING WORKING WITH OTHERS INFORMATION AND COMMUNICATION TECHNOLOGY A lack of these fundamentals may hold back the business success and limit the career options for the staff concerned. To address this, we have introduced a new Core Skills development programme. Time commitments will vary. However, it is likely that the entire process for 5 modules, could be completed between 6 and 12 months’. If only 1 or 2 modules are taken, then it will be much less. We believe that this represents a great opportunity for staff and for Serco. By doing this, we expect to create a more skilled and confident workforce for the business as well as more varied and rewarding careers for our staff.

Communication Skills Underpins almost all personal, social, learning, and working activity. They are essential in clarifying our thoughts, in interacting and conversing with others, in expressing thoughts and in conveying information, feeling and opinions. The Core Skill in Communication has two components: • Oral Communication • Written Communication

Numeracy Skills Numeracy skills are necessary for coping with the demands of everyday life, including work and study; people need to be comfortable with numbers, and with graphs, symbols, diagrams and calculators. The Core Skill in Numeracy has two components: • Using Graphical Information • Using Numbers

Working with Others Working with Others develops the skills needed to co-operate with others in learning and working situations to identify and achieve shared goals. The Core Skill in Working with Others has two components: • Working Co-operatively with Others • Reviewing Co-operative contribution

Problem Solving Problem Solving develops the skills needed for tackling issues and problems in personal, social, vocational and occupational contexts. The Core Skill in Problem Solving has three components: • Critical Thinking • Planning and Organising • Reviewing and Evaluating

Information Technology Information Technology focuses on the ability to use IT to process information in ways which will be useful in work and in the home - it is not about developing IT specialists. The Core Skill in ICT has two components: • Accessing Information • Providing/Creating Information

Programme Provider: QA Training Partner & Local Colleges Duration: 1 day per module Cost: £Dependent on course

How to apply for this training programme: Please complete the enclosed application form and provide it to your line manager. All courses will be subject to approval by your manager and Contract Director and may depend on cost and budget.

Core Functional Skills These are in five critical areas known as the Core Skills. They are the skills most needed in any work environment. Not every job needs people who are proficient in all five Core Skills but every job requires some level of ability in some of them. The five Core Functional Skills are:

COMMUNICATION NUMERACY PROBLEM SOLVING WORKING WITH OTHERS INFORMATION AND COMMUNICATION TECHNOLOGY A lack of these fundamentals may hold back the business success and limit the career options for the staff concerned. To address this, we have introduced a new Core Skills development programme. Time commitments will vary. However, it is likely that the entire process for 5 modules, could be completed between 6 and 12 months’. If only 1 or 2 modules are taken, then it will be much less. We believe that this represents a great opportunity for staff and for Serco. By doing this, we expect to create a more skilled and confident workforce for the business as well as more varied and rewarding careers for our staff.

Communication Skills Underpins almost all personal, social, learning, and working activity. They are essential in clarifying our thoughts, in interacting and conversing with others, in expressing thoughts and in conveying information, feeling and opinions. The Core Skill in Communication has two components: • Oral Communication • Written Communication

Numeracy Skills Numeracy skills are necessary for coping with the demands of everyday life, including work and study; people need to be comfortable with numbers, and with graphs, symbols, diagrams and calculators. The Core Skill in Numeracy has two components: • Using Graphical Information • Using Numbers

Working with Others Working with Others develops the skills needed to co-operate with others in learning and working situations to identify and achieve shared goals. The Core Skill in Working with Others has two components: • Working Co-operatively with Others • Reviewing Co-operative contribution

Problem Solving Problem Solving develops the skills needed for tackling issues and problems in personal, social, vocational and occupational contexts. The Core Skill in Problem Solving has three components: • Critical Thinking • Planning and Organising • Reviewing and Evaluating

Information Technology Information Technology focuses on the ability to use IT to process information in ways which will be useful in work and in the home - it is not about developing IT specialists. The Core Skill in ICT has two components: • Accessing Information • Providing/Creating Information

Advanced Functional Skills The advanced functional skills are a step beyond the functional skills required for a role. This might interest someone who has already completed the core functional skills training or whose role requires a more advanced set of functional skills. The Advanced Functional Skills programme includes: ADVANCED COMMUNICATION PRESENTATION SKILLS ICT ADVANCED SKILLS (such as Advanced MS Office) CUSTOMER SERVICE REPORT WRITING

Advanced Communication Providing you with the communications armoury for you to be able to communicate effectively with anyone and at any level, it goes far beyond a beginners guide to communication and focuses upon some more of the advanced communication techniques available.

Presentation Skills Presentations skills and public speaking skills are very useful in many aspects of work and life. Effective presentations and public speaking skills are important in business, sales and selling, training, teaching, lecturing and generally entertaining an audience. Developing the confidence and capability to give good presentations, and to stand up in front of an audience and speak well, are also extremely helpful competencies for self-development too.

ICT Advanced Skills For those who already have an understanding of the basic packages out there, why not go one step further and develop your ICT skills to an advanced level. This could include advanced training in the various Microsoft Office packages or specialist ICT skills training such as SAP or Access.

Customer Service Develop techniques that can assist you in delivering outstanding customer service whether they are internal or external to the company; good questioning skills, using non-verbal behaviour, handling difficult customers.

Better Together Improve the Patient Experience using the Serco approach ‘Better Together’. Learn techniques to put patients and service users at the centre of everything you do.

Report Writing Develop your report writing skills and learn a number of easy-to-learn report-writing techniques, making reports easier to read, look professional, capture the audience of the reader, and enhance the image of both the writer and the organisation.

Advanced Functional Skills The advanced functional skills are a step beyond the functional skills required for a role. This might interest someone who has already completed the core functional skills training or whose role requires a more advanced set of functional skills. The Advanced Functional Skills programme includes: ADVANCED COMMUNICATION PRESENTATION SKILLS ICT ADVANCED SKILLS (such as Advanced MS Office) CUSTOMER SERVICE REPORT WRITING

Advanced Communication Providing you with the communications armoury for you to be able to communicate effectively with anyone and at any level, it goes far beyond a beginners guide to communication and focuses upon some more of the advanced communication techniques available.

Presentation Skills Presentations skills and public speaking skills are very useful in many aspects of work and life. Effective presentations and public speaking skills are important in business, sales and selling, training, teaching, lecturing and generally entertaining an audience. Developing the confidence and capability to give good presentations, and to stand up in front of an audience and speak well, are also extremely helpful competencies for self-development too.

ICT Advanced Skills For those who already have an understanding of the basic packages out there, why not go one step further and develop your ICT skills to an advanced level. This could include advanced training in the various Microsoft Office packages or specialist ICT skills training such as SAP or Access.

Customer Service Develop techniques that can assist you in delivering outstanding customer service whether they are internal or external to the company; good questioning skills, using non-verbal behaviour, handling difficult customers.

Better Together Improve the Patient Experience using the Serco approach ‘Better Together’. Learn techniques to put patients and service users at the centre of everything you do.

Report Writing Develop your report writing skills and learn a number of easy-to-learn report-writing techniques, making reports easier to read, look professional, capture the audience of the reader, and enhance the image of both the writer and the organisation.

Workforce Plus Workforce Plus is designed to help our workforce grow and develop by providing structured training and recognised qualifications linked directly to key jobs here in the business. By taking part in the programme, you may be able to complete nationally recognised educational qualifications, such as: HNC or HND or NVQs, while gaining valuable work experience that will equip you for promoted job opportunities that we are likely to have as time passes and our workforce needs change. This initiative is based on our knowledge of the key skills and experience and the potential changes that are likely to occur in our workforce. Jobs will be become more advanced in the near future and we want to make sure that our own staff are ready and able to take on the challenges offered to them within the more specialised and higher skilled jobs. For example, we can see that there is likely to be a greater need for the following jobs: CHEFS SECURITY PORTERS TEAM LEADERS TECHNICIANS ADMINISTRATION ASSISTANTS MAINTENANCE ASSISTANTS

So, by starting to train, educate and develop staff now in the key skills and knowledge that these jobs will require from them, we can begin to plan to develop many of our existing staff so that you are ready to be considered for these jobs when vacancies become available. That way, you get the opportunity to learn and train and we get the benefit of having people ready to step in to new jobs and hit the ground running. If you are presently employed here in one of the following jobs, then you could well be ready for a shift into one or other of the new jobs as they arise: CATERING ASSISTANT WARD HOUSEKEEPER PORTER HELPDESK RECEPTION PLUMBER JOINER ELECTRICIAN PAINTER MECHANIC At this early stage, it is hard for us to tell how many jobs will be required and how many training places will be necessary. That said, we definitely want to plan for growth – yours and ours and there is no point in holding back on training until vacancies arise. We need to start now.

Programme Provider: Serco Work Experience and Local Colleges Duration: 1 day per module

In your application, it’s important to demonstrate why you wish to make the move and have a keen interest in pursuing a future role in your chosen area.

Workforce Plus Workforce Plus is designed to help our workforce grow and develop by providing structured training and recognised qualifications linked directly to key jobs here in the business. By taking part in the programme, you may be able to complete nationally recognised educational qualifications, such as: HNC or HND or NVQs, while gaining valuable work experience that will equip you for promoted job opportunities that we are likely to have as time passes and our workforce needs change. This initiative is based on our knowledge of the key skills and experience and the potential changes that are likely to occur in our workforce. Jobs will be become more advanced in the near future and we want to make sure that our own staff are ready and able to take on the challenges offered to them within the more specialised and higher skilled jobs. For example, we can see that there is likely to be a greater need for the following jobs: CHEFS SECURITY PORTERS TEAM LEADERS TECHNICIANS ADMINISTRATION ASSISTANTS MAINTENANCE ASSISTANTS

So, by starting to train, educate and develop staff now in the key skills and knowledge that these jobs will require from them, we can begin to plan to develop many of our existing staff so that you are ready to be considered for these jobs when vacancies become available. That way, you get the opportunity to learn and train and we get the benefit of having people ready to step in to new jobs and hit the ground running. If you are presently employed here in one of the following jobs, then you could well be ready for a shift into one or other of the new jobs as they arise: CATERING ASSISTANT WARD HOUSEKEEPER PORTER HELPDESK RECEPTION PLUMBER JOINER ELECTRICIAN PAINTER MECHANIC At this early stage, it is hard for us to tell how many jobs will be required and how many training places will be necessary. That said, we definitely want to plan for growth – yours and ours and there is no point in holding back on training until vacancies arise. We need to start now.

Programme Provider: Serco Work Experience and Local Colleges Duration: 1 day per module

In your application, it’s important to demonstrate why you wish to make the move and have a keen interest in pursuing a future role in your chosen area.

Management Training

A suite of development options for front line staff and managers to prepare them for more senior posts in the business. Front Line Staff to Team Leaders Toolkits introduction on

� Managing absence, � Managing discipline and

grievance � Managing discipline

investigations � Managing performance � Managing performance reviews � Managing recruitment

Team Leaders to Junior and Middle Managers Toolkits and Management plus training modules on;

� Management Foundations � Managing Attendance � Managing Discipline and

Grievance � Managing Performance � Managing Performance

Reviews � Managing Recruitment and

Selection

Stepping into Management (continued) Middle Managers to Leaders Development options include:

� Leadership Foundations � Coaching others � Business Planning Workshop � Developing our leaders � Managing projects � Managing safety, risk and

environment � Managing services � Supporting our customers

All levels

� Developing yourself � Developing your team � Developing your career � Identify learning needs � Evaluating learning

Programme Provider: Serco Internal material and resources. Some of the programmes are delivered in conjunction with our outsourced training providers. Duration: Dependant on chosen course Cost: Dependant on chosen course

Management Training

A suite of development options for front line staff and managers to prepare them for more senior posts in the business. Front Line Staff to Team Leaders Toolkits introduction on

� Managing absence, � Managing discipline and

grievance � Managing discipline

investigations � Managing performance � Managing performance reviews � Managing recruitment

Team Leaders to Junior and Middle Managers Toolkits and Management plus training modules on;

� Management Foundations � Managing Attendance � Managing Discipline and

Grievance � Managing Performance � Managing Performance

Reviews � Managing Recruitment and

Selection

Stepping into Management (continued) Middle Managers to Leaders Development options include:

� Leadership Foundations � Coaching others � Business Planning Workshop � Developing our leaders � Managing projects � Managing safety, risk and

environment � Managing services � Supporting our customers

All levels

� Developing yourself � Developing your team � Developing your career � Identify learning needs � Evaluating learning

Programme Provider: Serco Internal material and resources. Some of the programmes are delivered in conjunction with our outsourced training providers. Duration: Dependant on chosen course Cost: Dependant on chosen course

Apprenticeships

We have a strong track record for delivering and supporting apprenticeships in a wide variety of subjects ranging from reception/customer service through to facility management. We have a specialist team that manage apprenticeships within the company. Funding is available from government for those aged between 16-24 years old.

Even if you are not in this age range, the apprentice team will explore with your line manager different ways in which you can be developed.

You have nothing to lose by discussing apprenticeships with your line manager

Programme Provider: Serco Apprenticeship Programme along with local colleges. Duration: From 24 to 42 months Cost: Dependant on programme

How to apply for this training programme: Application process as detailed above for the “Stepping into Management” programme.

Serco Health Academy – Frequently Asked Questions Q1. Are the training programmes mandatory? No, they have been set up with employee development in mind. We want to support and encourage employees to take steps to become better in their current roles and perhaps take the next step to developing their careers. We recognise that this cannot be done without providing access to relevant training.

The only training that is mandatory is that which specifically relates to your job or is a requirement of all Serco employees e.g. manual handling, Think Privacy

Q2. How many training programmes can I apply for? There is no limit on the amount or type of training that can be applied for. However, any request will be reviewed in terms of its relevance to the employee’s current or future role, business need and impact on service delivery. It should be expected that multiple requests will be prioritised.

By submitting applications, you will help your line manager plan and budget for future training.

Q3. I’m interested, what are my next steps? Complete the application form shown on the final page of this booklet and/or ask to have a conversation with your line manager?