Developing Advice and Guidance at National Careers Service, Manchester Solutions A case study March 2013 1
The Client Manchester Solutions is part of a not-for-profit group of companies delivering a wealth of skills, training, employment and recruitment services to businesses and individual customers across Greater Manchester. For individuals, Manchester Solutions provides career information, advice, and guidance on getting into work and developing your career, via the National Careers Service. The mission for the National Careers service is: "To give everyone access to the best information, advice and resources that help them make more effective skills, careers, work and life choices". Delivered in a flexible way the National Careers Service provides targeted careers support that helps individuals identify and address any barriers to getting into, and on in work. Manchester Solutions also works with some of the most disadvantaged and disengaged people within Greater Manchester and beyond through the delivery of programmes funded by the Skills Funding Agency, the Department for Work and Pensions, the Probation Service and local authorities. These were a high quality suite of resources that provided a functional bridge between the seemingly abstract schools of career and guidance theories with the realities of practice. Lydia Lauder, Service Development Associate, Manchester Solutions 2
Project Rationale Having sampled the Windmills portfolio personally, Lydia Lauder, Service Development Associate, Manchester Solutions, was convinced that National Careers Service customers would benefit from the Windmills approach to career and personal development. Lydia recognised that the concepts and models of career planning behind the Windmills approach reflected careers guidance and motivational theoretical frameworks but at the same time the portfolio of activities created a very practical delivery experience for the participant. Planning a capacity building Champions training programme for a selected group of Manchester Solutions staff would build on the existing Careers Guidance professional training being undertaken by all National Careers Service advisers This aim of this project was to enable the National Careers Service, Manchester Solutions to build the capacity in a chosen cohort of staff to utilise a customised selection of the Windmills portfolio to deliver motivational career building workshops using a variety of means to support specific customer groups. The Windmills tool kit can provide greater scope for increasing group work delivery through more innovative approaches. The intention was to enhance the effectiveness of group sessions for Hard to Reach individuals including those dealing with issues of lack of motivation, engagement or interest in self development and newly redundant/ higher skilled customers. For Lydia, the range of Windmills tools promotes creativity and advanced professional practice through providing an eclectic mix of tools and widening the guidance toolkit as well as giving the flexibility to operate across a changing customer demographic. The range of Windmills tools promotes creativity and advanced professional practice. Lydia Lauder, Service Development Associate, Manchester Solutions 3
The Project Starting in September 2012 the Champions Training Programme for Manchester Solutions took place over a period of 4 months and was delivered in 3 stages. Stage 1 Windmills delivered a one day familiarisation workshop to Manchester Solutions staff. Individuals who attended were from different provider organisations across the network responsible for delivering the six major National Careers Service contracts as well as the engagement team. During the one day workshop the prospective Champions were introduced to the principles behind the Windmills approach to career and personal development and allowed to experience the process for themselves. Based on the three stage cycle, the workshops included the following 6 activities from the Windmills portfolio Where am I now? What s on your plate? Skills cards What sort of work and life do I want? Lottery balls cards Golden ticket/ Picture your Destination visioning How can I start working towards my vision? activity Action Planning cards Walls and Windmills analysis. Participants were also introduced to the Windmills approach to Working, Learning, Playing and Giving (WLPG) as a tool to use across the whole of the 3 stage cycle 4
The resources in this particular tool kit are very visual and the activities are highly participative and practical. Hands on - they are particularly useful in engaging individuals and opening up discussions about choices and career decision making. These resources are interactive and empowering and will help break the ice with new people and identify common ground as a conversation starter. Prospective Champions completed the activities in the same way their customers would and were given an opportunity to consider aspects of their own career and personal development. In this way participants became familiar with the Windmills approach and tools through experiencing it from their own individual perspective. I absolutely love the fact that with Windmills I am able to use visual tools to provide support for identifying skills, actions, values, etc. As one Champion commented, I enjoyed being able to take part in the activities that I would be expecting others to take part in as a champion, this gave me an insight into the processes that participants would go through. 5
This is beneficial in a number of ways. It is by far the best way for prospective Champions to gain an understanding of the activities and what they are designed to achieve. Equally it helps prospective Champions appreciate the potential benefits the tools will bring for their customers and groups. One Champion remarked It was good to not just see the resources or be told how to use them, but to actually experience them. Knowing what I felt like as they were explained and how I felt after using them would help me remember what the customers may be thinking/feeling. Often professional advisers neglect to give themselves the time to do for themselves what they do for others and this first stage of the Champions Training Programme provides that valuable opportunity. It is also important in developing credibility and integrity in the Champions. Windmills is keen that the Champions practice what they preach and actively engage in the development process for themselves. In this way the workshop brings about personal benefits for the Champions as well as familiarising them with the Windmills tool kit. I was pleased that after I used the lottery balls on myself I made some tough decisions about work taking into consideration what was important to me. 6
Stage 2 Two weeks later those intending to use the Windmills tool kit with their customers attended a further half day workshop. Having planned and prepared a session plan for delivery of a Windmills activity, in line with Manchester Solutions own Group Session Procedures guidelines, the Champions were given an opportunity to practice their session with the rest of the group and Windmills facilitator as participants or observers. This allowed for the Champions initial usage of the new tools and approach to take place in a safe and supportive environment. Everyone delivered a different activity so this was another opportunity for the champions to see the tools and familiarise themselves with the approach and content of the activities. As well as building confidence, feedback discussion after the session provided everyone with hints and tips to improve the effectiveness of delivering the Windmills activities. In response to the question what have you learned? one champion replied a whole new approach to exploring a client s motivations and a new way of engaging a client with the career planning process. I need to be positive and confident when delivering it. Believe that the customers will benefit from it and that it will play an important part in the session. The Windmills license was effective from this point in the programme and the Champions were urged to begin using the Windmills tools with their customers soon to capitalise on the enthusiasm and momentum that had been generated during the training. 7
Stage 3 3 months later the Champions attended a final half day review session, allowing them to reflect on their experience of using the tool kit and the impact that had had for their customers. The objective of this workshop was to celebrate their successes, explore ways to overcome any challenges and highlight the benefits the Windmills tools had provided for their customers. This meant that any learning would be shared with the whole group and areas for development and growth would be identified. Usage of the Windmills tools with Manchester Solutions customers in the intervening period appeared to be high and varied. The confidence of the Champions was continuing to grow and they were able to identify how that was having an impact for the customers too. In addition the Windmills tool kit was being used to good effect by some Champions for a different purpose to engage new partner agencies with National Careers Service. Another Champion recognising the flexibility of the tool kit had used the skills cards activity with a project network to look at skill set within the group. This wider application of the Windmills tool kit will bolster the organisational impact of the work of the Champions group, enhance the overall effectiveness of the investment made and improve sustainability. 8
Project impact The project was evaluated throughout via a series of reactive evaluations following each workshop focusing on the content, style and applicability of the training, in line with National Careers Service standard practice. In addition, both Windmills and Manchester Solutions wanted to ensure that reflective practice was integral to the Champions programme. After the stage 2 workshop the Champions were expected to reflect on their usage of the Windmills portfolio with their customers and were required to provide Windmills with a 300-500 word reflective summary, celebrating their achievements, highlighting their learning and identifying areas for further development and growth. In order to illustrate the impact they have had for customers with the new tool kit, the champions completed a case study questionnaire for a particular individual or group. In the long term the project effectiveness and impact will be measured through the National Careers Service quality assurance framework. Windmills provided guidelines on the Windmills approach to delivery and information about the Windmills activities to allow the Champions delivery to be internally reviewed and assessed. The impact for the customer is already measured through the action plans and reviews that are part of the existing National Careers Service contract requirements. 9
Effectiveness of the Windmills workshops Participants were asked to rate different aspects of the training on four levels from ranging from very good to poor. Collated responses over all 3 workshops are shown in the diagram below. No one rated the workshops as adequate or poor. When asked to identify one aspect of the course that they found most useful comments included: Hands on experience using the materials/resources. Sharing ideas from other champions. Being able to use the training materials during a session within the training environment. The feedback from tutors and peers on micro teach 10
Impact for National Careers Service Customers Comments from the Champions on how the Windmills activities had impacted on their customers were overwhelmingly positive. With all the Champions delighted that the Windmills tools had helped them to help their customers more effectively. Really pleased with how the exercise got my client to open up and engage with me as her adviser. Previous conversations with her had been limited and potentially lacked any real focus, however, having used the lottery balls exercise this all changed. Equally the Champions found some to their surprise that the Windmills tools were well received by their customers and that as a consequence both the customer and the adviser enjoyed the experience. Reflecting on their experience delivering the golden ticket in a one to one session one Champion commented I learned that customers can respond well to an activity that may be out of the ordinary for them and this can break boundaries and preconceptions. One Champion s experience reinforced the flexibility and adaptability of the Windmills resources for different customer groups with individual needs. One customer in their group was deaf however this customer was still able to participate in the session using the Windmills Action Planning cards and according to the Champion identified key actions for themselves just like the rest of the group. Really pleased with how the exercise got my client to open up and engage with me as her adviser. 11
In addition the Champions were asked to choose, from a range of positive and negative words, four that best describe their experience of the training. All 3 workshops were described in highly positive terms. See diagram showing the most popular words chosen by the Champions. Impact for the Champions Later on, through the reflective summaries returned, it was possible to identify how the training and resources had impacted further on the professional practice of the participants. One Champion acknowledging that They have taken me out of my comfort zone and made me think about doing things slightly different. Too often I know I need to change things, but I m not always sure what or how to do it. It s also easy to use the excuse that I don t have time to make any changes, but these sessions helped me to make time. For some champions the training highlighted further development needs and several recognised the need to practice, reflect, practice, reflect. 12
The champions reported that using the Windmills tools had allowed them to engage with their customers in a different and more effective way. One champion reported a personal magic moment when using the Values Cards because they really felt sure that they were providing advice and guidance exactly according to their customer s needs. The Champion described the session as client led with myself as an adviser filling in the gaps with advice and guidance in order to complete the picture/plan/goal of my client. The Champions case studies showed that feedback and responses from their customers was really positive and encouraging. The champions reported that their customers responded differently to the Windmills tools and that with the increased levels of engagement the activities create they could see a change in their customers thinking and approach. For one customer in particular a session using the What s on Your Plate activity had given them new ideas to help develop a job searching strategy and made them realise that small steps were required to achieve the desired goal. The customer commented that they had a better attitude to getting back into work and that they felt more motivated generally at the end of the session. During one advice and guidance session I watched my client s eyes lighting up. 13
Similarly for another customer the Golden Ticket exercise proved instrumental in helping the customer recognise first of all that their goal was achievable and secondly that they would need to take positive steps within a certain time frame to achieve their goals. The customer left the session more motivated to take the appropriate action having agreed to make an application for an Access course and to read more fully the job profile for the career they are interested in. Summarising the overall impact of the introduction of the Windmills Champions model at Manchester Solutions, Lydia Lauder, has been pleased with the very positive impact the programme has had on enhancing both practice and personal staff development for the advisers involved. She identified that in addition to its primary objective of elevating the quality of careers delivery, the programme has brought a number of unanticipated beneficial impacts. Access to the Windmills tool kit has had a knock on effect in encouraging more novel approaches to team and network meetings as well as for partner engagement and service promotion activity. 14
Some challenges Despite their successes with their customers and their own positive experiences using the Windmills tools, the Champions still had some concerns with regard to integrating the Windmills tool kit into their regular practice. Some, for example adapting their use of the Windmills resources to fit into lesson plans, had been expressed in feedback from the Champions training sessions however while using the tools in context other challenges had emerged. Time constraints and Job Centre Plus expectations were most frequently cited as the biggest perceived challenges to making effective use of the Windmills tool kit. The main challenge I faced was the fact that I didn t have enough time to spend with my clients, My main concern is using the tools effectively with the clients during the time allocated for the guidance session. improve with further practice and reflection on their experiences delivering the Windmills activities. The Champions need to create opportunities to use the tools regularly with different customers to become more comfortable managing the delivery to meet their customer needs. As one Champion recognised, I feel that each time I use it, I m more confident and that the customers get more out of it. I can also use their examples of outcomes to refer to which reinforces the benefits of the tools It is this development towards more relevant contextualisation of the activity that will ensure the Windmills sessions are meaningful for Manchester Solutions customers. However, as previously identified, their own confidence and effectiveness with the tools will 15
In addition feedback from the Champions review session and reflective summaries, provided after their first session with the Windmills activities, both suggested that the Champions themselves had benefited from the experience and were able to identify personal learning and insights. When asked about what had changed, what impact the training and using the resources had had one Champion s response was how I as an advisor engage with clients. The Champions recognised that to ensure the activity was meaningful and helpful for their customers that they themselves needed to be positive and confident in their approach to using the resources. They acknowledged that they were critical in making sure the Windmills tools were used effectively and knew they would have to develop the resilience to keep trying go with the flow and roll with the challenges. Interestingly for one Champion in particular, reflecting on a group session, the opportunity to attend the training and engage with the customers in a different way using the Windmills activities made them stop and think about their adviser role. Commenting, with a renewed sense of purpose and enthusiasm I have reminded myself why I do this role and what my priorities are. It is too easy to get bogged down with action plans, systems and targets that it is easy to forget that the customers are individuals and that I have something that I can offer them. I have reminded myself why I do this role and what my priorities are. 16
For the future Potential for further develop of the project and the Windmills Champions Group will be identified through Manchester Solutions own programme of quality assurance observations on delivery of group sessions. This will highlight individual development needs for the Champions and identify specific impact for the Manchester Solutions customers. However Windmills would make some additional suggestions to build on the momentum created by the training and initial project evaluation. These will enhance the ongoing effectiveness of the project and develop sustainability. Wider impact at an organisation level will need further investment in growing the Champions team and additional evidence of impact from the existing champions will be required to bolster the business case. A Walls and Windmills analysis/ review with the Champions group would help identify the real and perceived barriers to continuing to use the Windmills tools often and regularly and commit individuals and the group to specific actions to address those. Further opportunities to practice with the tools in a safer environment than with the customers might be beneficial for some people as a very full Champions training programme meant the Champions were afforded one 20 minute real play with the Windmills tools. To have the most impact any further support for the Champions group should be targeted on the smaller cohort of active champions with the aim of encouraging those Champions to use a wider range of the portfolio available to them. The Champions should be encouraged to continue to reflect on their practice using the Windmills tools. In addition they should provide Manchester Solutions with an agreed number of detailed individual case studies in a set time frame for example quarterly using the case study questionnaire used in the initial few months following the training. This would give Manchester Solutions a regular insight into both the impact of the Windmills tool kit for the customers and the professional development of the Champions. Looking ahead Lydia s aspiration is that the inspiration and impact that Windmills has thus far provided will continue to be sustained, evidenced through high performance ratings and recognised during internal and external assessment processes (notably Ofsted and matrix) with a view above all to satisfying the customers we serve. 17
Programme effectiveness For Lydia, the impact of the programme was due in part to the collaborative approach taken to the project and programme delivery. She described working with Windmills as a very positive and pleasurable experience and added, The Windmills team were efficient, responsive and supportive in developing the Champions to the required competencies and in working strategically with us to customise the training programme for the National Careers Service at Greater Manchester. The inclusion of on-going development and reflective practice approaches within the programme and contribution to our requirements for quality assurance and continuous quality improvement of Windmills-based careers delivery was particularly beneficial 18
For further information about the project please contact Lydia Lauder, Service Development Associate for Manchester Solutions Email:Lydia.Lauder@manchester-solutions.co.uk Carol Jamieson, Head of National Careers Service, Greater Manchester, Manchester Solutions Email: Carol.Jamieson@manchester-solutions.co.uk National Careers Service Team, Greater Manchester Manchester Solutions Lee House 90 Great Bridgewater Street Manchester M1 5JW Telephone: 0161 245-4876 Helen Wakefield, Director, Windmills Ltd Sharon Nicholson, Learning and Development Consultant, Windmills Ltd Telephone: 0844 249 1990 Email: helen@windmillsonline.co.uk sharon@windmillsonline.co.uk The Studio 6 Montagu Road Freshfield, Formby Liverpool, L37 1LA www.windmillsonline.co.uk 19