Upcoming Events
Preventing Falls in Older People
Date & Time
Tuesday 12th November, 2024
09:15 AM - 16:30 PM
Venue
Online
CPD Certified
Availability
3 Spaces Left
Purchase
About
Almost a third of older people experience a fall every year, with 5% of these falls leading to a fracture and hospitalisation, at an estimated cost of £435 million to the NHS.
As outlined in the 2023 Urgent and Emergency Care plan, NHS England is looking to standardise and scale up falls and frailty services to increase access to joined up approaches across inpatient and community care. With falls becoming increasingly common, contributing to discharge delay through longer-term hospital stays, it is now more crucial than ever that the health and social care, voluntary and local government sectors have effective fall prevention services in place.
Join this one-day interactive event on Preventing Falls in Older People to learn how to plan, structure and deliver effective fall prevention strategies. Featuring practical examples from different settings and group collaboration sessions, this course analyses the key areas of effective falls prevention plans, including evaluating the causes of falls, multifactorial assessments and personalised interventions. In a highly interactive day, you will work together with peers to identify effective strategies for managing and preventing falls and clarify their potential for a tailored fall prevention strategy to implement in your organisation.
Learning Objectives:
Understand and implement the updated NICE and related national guidance
Engage with the process of multifactorial assessment and intervention
Learn how to prevent falls among older people with delirium and dementia
Discuss how to effectively report and respond to falls
Create a successful fall prevention strategy for primary and secondary care
Lead Trainer
Professor Cameron Swift
Consultant Physician, King’s College London
Professor Cameron Swift is a key member of the NICE Falls Clinical Guideline Development Group (GDG) and Quality Standards Advisory Committee that developed the core national guidance (CG24/161; 2004/2013) and updated Falls Quality Standard (QS86) (published in January 2017).
In the past, he served as Physician to the DOH External Reference Group for the England National Service Framework for Older People and in this capacity chaired the Working Party for Standard 6 (Falls & Fractures). He has also been Chairman of the NICE GDG, & subsequent Quality Standard Topic Expert Group for Hip Fracture (CG124, QS86)(2011, 2012). He continues to serve as an expert member in current updates of NICE guidance (2014) and Quality Standards (2016-17) on both of these topics.
Expert Speakers
Dr Louis Koizia
Consultant Physician and Geriatrician
Imperial College NHS Trust
Dr Anna Winfield
Specialist & QI Lead
Leeds Teaching Hospitals NHS Trust
Agenda
9:15 am
Logging on and Accessing the Platform
9:30 am
Trainer's Welcome and Clarification of Learning Objectives
Professor Cameron Swift
Consultant Physician
King's College London - CONFIRMED
9:45 am
Understanding and Implementing the NICE Falls Quality Standard and National Audit Guidance
Learning the key factors in developing, implementing and maintaining an effective falls prevention service
Evaluating the evidence behind an effective falls prevention service and understanding what works and why
Reviewing the recommended pathways for community and hospital settings
Understanding the development of national guidance on falls prevention, including the NICE Guideline and Quality Standard and the latest National Audit of Inpatient Falls Report, May 2021
Analysing the updates to national guidelines and audit and the impact these will have on different settings.
Professor Cameron Swift
Consultant Physician
King's College London - CONFIRMED
10:30 am
Integrated Falls Prevention And Organisational Collaboration
Constructing an effective falls pathway
Ensuring cross-disciplinary networks
Avoiding deconditioning
11:15 am
Morning Break
11:30 am
Effectively Preventing and Managing Inpatient Falls
Using local data as tools for Quality Improvement, including NAIF
Post-fall review and the Patient Safety Incident Reporting Framework
Achieving coordinated local delivery and implementation
Vicky Hardy, Falls Prevention Practitioner, West Hertfordshire Teaching Hospitals NHS Foundation Trust - Confirmed
12:15 pm
Lunch
1:15 pm
Identifying and Managing Delirium in Older People to Prevent Falls
Analysing how falls are significantly more likely to occur for older people experiencing delirium, particularly for people with dementia
Understanding the key indicators of delirium and how to effectively treat and manage delirium in older people
Discussing how fall prevention intervention should be tailored for older people with delirium
Developing multifactorial assessments for older people with delirium
Implementing and delivering effective strategies to prevent falls among older people with delirium
Dr Louis Koizia
Consultant Physician and Geriatrician
Imperial College NHS Trust - CONFIRMED
2:00 pm
Using QI and Local Audit to Improve Falls Prevention and Management
Setting and applying clear standards for falls prevention
Tailoring patient care and management to individual need and risk
Successful inpatient falls reduction in Leeds – the Falls Quality Initiative
Methods of monitoring and measuring change for the better
Making best use of local audit to drive falls reduction
Dr Anna Winfield
Specialist & QI Lead
Leeds Teaching Hospitals NHS Trust - CONFIRMED
2:45 pm
Afternoon Break
3:00 pm
Creating A Successful And Comprehensive Falls Prevention Strategy
Interactive Breakout Groups Session
Discuss with other delegates and share knowledge, opportunities and challenges between services
Strategic core-component planning to reduce the number, cost and impact of falls in your service.
Engagement of key stakeholders to ensure your strategy is understood and supported
Identifying and overcoming obstacles to networking services and maximising referrals
Using national and local audit to drive progress
Creating a falls prevention action plan in line with National standards to take back to your organisation
Professor Cameron Swift
Consultant Physician
King's College London - CONFIRMED
4:00 pm
Group Feedback, Plenary Discussion
Professor Cameron Swift
Consultant Physician
King's College London - CONFIRMED
4:30 pm
Summary, Evaluation And Close
*Programme Subject to Change
Pricing
Health & Voluntary Sector
(Online Price)
£245 + VAT
Private Sector
(Online Price)
£445 + VAT
Private Sector
(Online Price)
£445 + VAT
Developing an Improved Violence Against Women and Girls Strategy
Date & Time
Tuesday 12th November 2024 09:30 AM - 15:45 PM
Venue
Online
CPD Certified
Availability
4 Spaces Left
Purchase
Overview
Violence against women and girls (VAWG) in the UK is now included within the Strategic Policing Requirement (SPR), identifying VAWG offences as a national threat, in line with offences such as terrorism and serious organised crime. The national urgency around tackling and reducing the prevalence of VAWG is felt now more than ever, as statistics estimate that 1.4 million women experienced domestic abuse in the year ending March 2023 and 798,000 women falling victim to sexual assault offences in the year ending March 2022.
In addition to this, the government’s acceptance of the Angliolni Inquiry’s recommendations reinforces the urgent need for organisations to have a more robust VAWG strategy in place.
Featuring solutions focused workshops and opportunities for interactive discussion throughout, this one-day workshop offers attendees working with victims and perpetrators a vital opportunity to critically reflect on their VAWG prevention practices.
Attendees will analyse new domestic abuse offences, evaluate rape and sexual offences investigative practices, learn how to effectively respond to diverse victims needs and discover innovative approaches to pursuing preparators, leaving the day with actionable insights to takeaway and implement into their tackling VAWG strategy.
Learning Outcomes
Receive guidance on the nuances of coercive and controlling behaviour, ensuring your organisation is proficient in identifying warning signs in victims and perpetrators alike
Learn how to identify perpetrators and take a proactive approach in tackling VAWG
Gain insights into effectively enforcing a victim-centred approach, with a view to ensure victims voices are heard throughout the criminal justice process
Learn the impacts and signs of economic abuse and how to tackle this form of violence
Engage in deep dive discussions and case studies to share insights and experiences with peers working with victims and perpetrators
Lead Expert: Carrie Bower
Domestic Abuse Lead Age UK National Charity
Carrie is a registered social worker and has over 20 years’ experience working with older adults in a local authority, the NHS and the voluntary sector.
Carrie’s role as Safeguarding Manager at Age UK includes providing operational support, safeguarding advice and delivering training across the charity.
Carrie has a specialist interest in domestic abuse and leads on Age UK’s domestic abuse policy for staff, volunteers and Age UK beneficiaries.
Expert Speakers
Chris Robinson
MATAC Coordinator
North Yorkshire Police
Phoebe Perry
Economic Tech Abuse Lead
Refuge
Agenda
9:15 am
Logging on and Accessing the Online Platform
9:30 am
Welcome and Introduction
This introductory session will involve:
Introducing yourselves via the chat function
Housekeeping
Overview of the day and learning objectives
Brief overview of the training tools and breakout rooms
Carrie Bower
Domestic Abuse Lead, Age UK National Charity
10:00 am
How Perpetrators are Thriving Through the Lifecourse
Explore how society is systematically enabling perpetrators
Look at the routines and rituals of perpetrators
Understand how to look at the wider picture, not just the incident
Identify the subtle signs of abuse
Learn how to reduce the risk of individuals committing further offences
This session will include time for questions
Carrie Bower
Domestic Abuse Lead, Age UK National Charity
11:00 am
Morning Break
11:15 am
Workshop: De-Mystifying Coercive and Controlling Behaviour
Engage in this interactive session to enhance your understanding of the nuances of coercive control and the different indicators and warning signs it encompasses.
What are the key components of coercive control?
Understanding the process of entrapment
What questions increase the chances of disclosure?
How to record coercive control
This session will include time for questions
Samantha Billingham
Director of Stronger Beginnings, Survivor turned Advocate, Coercive Control and Domestic Abuse Awareness Champion, More Than a Bruise Campaign Organiser - Confirmed
12:00 pm
Workshop: Understanding and Responding to Diverse Victim Experience and Needs
Focusing on a victim-centred approach, this workshop will provide a nuanced deep dive into how to improve the victim experience and why effectively responding to different and complex needs demands greater priority.
Learning outcomes include:
What do survivors define as success?
Survivors with protected characteristics – what do you need to know?
Challenging preconceived ideas
This session will include time for questions
Carrie Bower
Domestic Abuse Lead, Age UK National Charity
1:00 pm
Lunch Break
2:00 pm
Identifying and Preventing Economic Abuse
Understand changes to domestic abuse legislation, including the addition of economic abuse
Outline the main types of economic violence: economic control, economic exploitation and economic sabotage
Understand how digital technologies can further facilitate these forms of violence and how to combat this
Explore the hidden impacts of economic violence on victims
Identify the signs of economic abuse
Learn how to engage with and support victims of economic abuse
Outline what evidence you should collect to build a robust prosecution case against a perpetrator of economic abuse
This session will include time for questions
Cariad O’Brien,
Economic Abuse lead, Refuge - Confirmed
3:00 pm
Reflective and Interactive Group Q&A Session
Breakout Groups Session
In this session you will have the opportunity to ask any questions as a group, revisiting key sessions from the training and gaining key insights into how you can put what you’ve learned into practice to ensure you leave the day with an improved VAWG strategy.
Carrie Bower
Domestic Abuse Lead, Age UK National Charity
3:45 pm
Summary and Training Close
*programme subject to change
Carrie Bower
Domestic Abuse Lead, Age UK National Charity
Pricing
NHS & Voluntary Sector
£245 + VAT
Private Sector
£345 + VAT
Private Sector
445 + VAT
Ensuring Public Sector Website Accessibility and Compliance
Date & Time
Wednesday 27 November, 2024
09:30 AM - 16:30 PM
Monday 25th February, 2025
09:30 - 16:30
Venue
Online CPD Workshop
Online CPD Workshop
Availability
Available
Available
Purchase
Overview
This one day course is for people new to accessibility and experienced alike. Improving digital accessibility in an organisation requires changes from many different areas of a business. It is not just about auditing for accessibility compliance, or making reasonable adjustments when there are requests. It is about building a consistent approach to make accessibility part of the core behaviours of an organisation in all areas. Whether that is during the procurement of new digital platforms, recruiting new members of staff, content writing and document production, including accessibility into policies and supporting all stakeholders in inclusive and proactive ways.
This event is focused on understanding the regulations, policy and how to cover all of the important management tasks to defend against legal challenges, along with embedding accessibility as a responsibility for all staff.
Learning Objectives
By the end of the workshop, delegates will gain:
An introduction to accessibility and how to begin persuading others to join in on accessible practices.
A better understanding of accessibility legislation in the UK and current applicable legislation including the public sector bodies accessibility regulations and the upcoming EU Accessibility Act
Web content accessibility guidelines, how to conduct and report on basic web testing and a host of tools to help you.
Comprehensive guidance on including accessibility into procurement processes to help you avoid buying in problems.
An introduction to accessible document and basic accessibility practices which you can incorporate into all staff produced documents
Resources Provided
To support delegate learning, we will be providing training materials and resources for them to take away to help implementation of their learning after the course. We will provide:
Practical exercise materials
Full slide deck and notes printed
Copies of our award-winning Digital Accessibility Toolkit including; reference material, templates and cheat sheets
The regulations
Quick accessibility checks
Auditing, reporting and prioritisation
Procurement and suppliers
3rd party content and systems
Accessibility statements
Disproportionate burden
Accessible documents
Accessible events
Video accessibility
Writing in plain English
Key Speakers
Ben Watson
Accessibility Consultant
All Able
George Rhodes
Accessibility Consultant
All Able
Agenda
9:30 am
Welcome
9:45 am
Accessibility and Inclusion
10:10 am
Session 1: Understanding the Accessibility Requirements for Public Sector Bodies
The Public Sector Bodies (Websites and Mobile Applications) Accessibility Regulations 2018 - how did the regulation come about and what it aims to achieve
Apply the Website Content Accessibility Guidelines (WCAG) 2.2
Outlining who and what falls under the new legislation and who is exempt
Memorandum of Understanding and how the process of monitoring and enforcement operates
Getting senior management on board – realising the scale of work involved and prioritisation
Prioritisation and risk assessment exercise
Budgeting resources and tools to ensure value for money
Sources for keeping in touch with the latest developments
Ben Watson
Accessibility Consultant
All Able
George Rhodes
Accessibility Consultant
All Able
11:00 am
Morning Break
11:15 am
Preparing your Organisation for the Changes - Policy and Practical Steps
Publishing the accessibility statement
Outlining the requirements of an accessibility statement
Discussion exercise on the purpose of accessibility statements and what other information users might want
Procurement and Suppliers
What to include in procurement, tenders and contracts
What to expect from suppliers
What to do with existing suppliers
3rd Party systems and your responsibilities
3rd Party responsibility matrix
Your responsibilities exercise
Ben Watson
Accessibility Consultant
All Able
George Rhodes
Accessibility Consultant
All Able
12:30 pm
Lunch
1:00 pm
Decide how to check for accessibility problems
Reviewing internal processes and ensuring that all staff involved are effectively trained
Basic checks for accessibility – Where do you need to address the problem and how
Image alternatives
1. Video and Audio content
2. Documents
3. Websites (intro)
4. Other comms
Ben Watson
Accessibility Consultant
All Able
George Rhodes
Accessibility Consultant
All Able
2:30 pm
Afternoon Break
2:40 pm
Achieving Accessibility Under the New Standard
Which web content accessibility guidelines do you need to adhere to and understand WCAG 2.2
Learn about the process of testing sites for accessibility using automatic scanning tools versus an audit
Live testing exercise
Understanding accessibility evaluations and testing results
Issue reporting, exclusions and disproportionate burden – what is it and what does it apply to
How diverse user testing can inform accessibility audits and future development plans
Discussing common accessibility issues and how to overcome them
Creating content, including dynamic and visual, with accessibility in mind
Ben Watson
Accessibility Consultant
All Able
George Rhodes
Accessibility Consultant
All Able
3:40pm
Break
3:45 pm
Open Questions
In the final session, we want delegates to be able to ask any questions that they feel we haven’t fully addressed and welcome the discussion of real issues delegates are facing
This is a chance for delegates to get some consultancy time with us and a chance for real expert advice on their real issues
If you have any questions you made a note of during the day because we had to get through a lot, now is the time to ask them!
Ben Watson
Accessibility Consultant
All Able
George Rhodes
Accessibility Consultant
All Able
4:30 pm
Summary and Close
*programme subject to change
Pricing
Health & Voluntary Sector
£245 + VAT
Private Sector
£445 + VAT
Private Sector
£445 + VAT
Local Authority Income Generation Conference: Strategies for Sustainable Growth
Date & Time
Thursday 28th November, 2024
09:00 AM - 16:00 PM
Venue
Online
CPD Certified
Availability and Pricing
Limited Availability
Public Sector: £195 + VAT
Private Sector: £245 + VAT
Purchase
Overview
The recent Labour election win signals a major shift for local authorities, promising increased funding and support for public services. Councils can expect new opportunities for financial stability, innovation and community development. Under the new Labour government, regional leaders and councils across the UK will play a central role in the governments ambition of securing the fastest economic growth in the G7, aiming to raise standards in every single place.
Join Inside Government’s CPD Certified Local Authority Income Conference: Strategies for Sustainable Growth, a must-attend event for professionals dedicated to sustaining and improving local services. This conference brings together top-tier experts, policy makers, local councils and more to share insights, innovative approaches and tangible strategies that will enable you to transform your council's approach to income generation and adapt to the ever changing political and economic climate.
Hear directly from Local Partnerships and delve into the intricacies of commercialism in local government. Gain insights from the National Audit Office on maximising value for money, exploring best practices for financial efficiency, resource management and enhancing transparency and accountability.
This conference features diverse and multifaceted discussions into the benefits and implementation of Public-Private Partnerships, revealing how collaborative initiatives can unlock new revenue streams and create resilient, long-term growth. Deep dive into innovative approaches to leveraging public assets, transforming underutilised resources into significant financial opportunities that boost economic growth and public welfare. This conference provides a platform for sharing success stories and practical strategies from councils that have successfully navigated similar challenges.
By attending, delegates will network with peers, engage with local government leaders and experts and leave equipped with actionable strategies and practical tools to drive efficiency, innovation and financial sustainability in their organisations. Don't miss this opportunity to equip your local authority with the tools needed for financial stability and innovation under the new Labour government.
Learning Outcomes
Learn how to align commercial initiatives with council goals for sustainable growth
Gain expert insights into maximising value for money in local government operations
Explore key elements of successful PPP frameworks and risk management
Understand how to unlock financial potential to drive economic growth and enhance public welfare
Explore effective governance frameworks and methods for fostering transparency
Discuss approaches to maintaining public trust through accountable decision-making
Expert Speaker Highlights
Ian Knowles
Chief Executive Officer
West Lindsey District Council
Abdool Kara
Executive Director
National Audit Office
Vivien Holland
Director
Local Partnerships
Agenda
9:00 am
Logging on and Accessing the Online Platform
9:15 am
Trainer’s Welcome and Overview of Learning Objectives
Ian Knowles, Chief Executive Officer at West Lindsey District Council - Confirmed
09:30 am
Local Partnerships Keynote: Reframing Commercialism in Local Government
This keynote session will delve into the intricate dynamics of commercialism within local councils. Attendees will gain a sophisticated understanding of how commercial activities can be strategically utilised to not only generate revenue but also drive innovation, enhance community services and achieve sustainable growth.
Understand the multifaceted nature of commercialism
Learn what commercialism means for different councils, from revenue generation to community revitalisation
Understand why commercialism is essential for modern councils, including financial stability, enhanced service delivery and community development
Explore the complete commercial lifecycle, including ideation, planning, execution and evaluation of commercial ventures
Gain insights into successfully launching commercial initiatives
Vivien Holland, Director at Local Partnerships - Confirmed
10:15 am
UK National Audit Office Keynote - Achieving Value for Money: Insights and Strategies for Local Government Efficiency
This keynote session will address the critical importance of achieving value for money in local government and provide delegates with tangible strategies and recommendations for maximising financial efficiency, exploring the latest audit findings and adopting innovative resource management approaches. This is an essential session for those looking to drive efficiency and accountability in their local authorities.
Gain insights into the current landscape
Learn about the latest audit findings
Explore innovative approaches to resource management
Discover strategies for enhancing transparency and accountability
Abdool Kara, Executive Director at National Audit Office - Confirmed
11:00 am
Morning Break
11:15 am
Navigating the Income Generation Policy Landscape
Examine the comprehensive powers granted to local governments under the Localism Act 2011 and The Local Government Act 2003
Consider any legal constraints that local authorities may face when diversifying their income sources
Clare Hardy, Partner, Geldards LLP - Confirmed
12:00 pm
Panel Discussion - Commercial Ventures and Partnerships: Driving Income through Collaboration
This session will cover:
Learn how to best mitigate risks associated with commercial activity and maximise the rewards of commercialism
Understand the reputational and financial risks associated with income generation initiatives
Outline how you can be risk aware but not risk averse in considering new opportunities that arise or innovative ideas being proposed
Explore what is meant by good governance and scrutiny - to improve decision making by local authorities
Vivien Holland, Director at Local Partnership - Confirmed
Daniel Partridge, Director at Partnering Regeneration Development Ltd – Confirmed
Rick Lawrence, Partnership Director at London and Continental Railways (LCR) – Confirmed
Justin Galliford, CEO at Norse Group – Confirmed
1:00 pm
Lunch Break
2:00 pm
Discussion Workshop - Leveraging Assets for Revenue: Maximising the Value of Public Assets
By strategically utilising public assets, councils can unlock significant financial potential, driving economic growth and enhancing public welfare. This proactive approach is crucial for maintaining resilience and delivering high-quality services in the face of budget constraints.
Discussion points include:
Outline the economic and strategic benefits of leveraging public assets
Explore strategies for effectively identifying underutilised assets
Discuss how to develop and implement strategic asset management plans
Gain innovative approaches to developing and commercialising public assets
Mark Peace, Head of Public Sector Partnerships at LCP Group – Confirmed
Sam Veal, Board Director, Chair of the Board of Futures Living Ltd and Chair of the Asset Investment Committee - Confirmed
Terry Collier, Deputy Chief Executive at Spelthorne Borough Council - Invited
Pat Hayes, Executive Director of Regeneration, Housing & Environment at Slough Borough Council – Confirmed
2:45 pm
Case Study: Enhancing Scrutiny and Governance in Income Generation for Local Authorities
As local authorities face economic uncertainty and major changes, responsive public services are crucial. This expert panel discusses the critical role of good governance and scrutiny in maintaining public trust and ensuring transparent, accountable decision-making. In this case study session, learn best practices for embedding transparency, accountability and governance into your income generation initiatives.
Discussion points include:
Outline successful strategies for ensuring robust oversight and accountability
Explore real-life examples of effective governance frameworks and their implementation
Gain tangible methods for fostering a culture of transparency and accountability
Cath Buckley, Associate at the Centre for Governance and Scrutiny and Scrutiny Partner at Knowsley Council - Invited
Ian Knowles, Chief Executive Officer at West Lindsey District Council - Confirmed
Simone Hines, Director of Finance at Sandwell Council – Invited
Mike Wistow, Director at Aegir Consulting Limited - Confirmed
3:15 pm
Case Study – Unlocking a Commercial Culture: Wealden District Council
Facing financial pressures, Wealden District Council developed a refined commercial agenda to generate additional income. Their "double-lock" principle ensures projects provide commercial returns and deliver public value.
Learn about the council's commitment to a commercially minded and innovative approach, leading to success and improved services
Discover how the "Leading Wealden Forward" initiative shifted the organisational mindset, emphasising commercial acumen and skills
Trevor Scott, Chief Executive at Wealden District Council – Confirmed
4:00 pm
Closing Remarks
In this final session, delegates recap the key knowledge and insights gained from the event, which will serve as a foundation for ongoing efforts to develop and implement more resilient, innovative and sustainable income generation initiatives at their organisations. Outline the key next steps you can take to apply what you’ve learned to your organisation and the communities you serve.
Pricing
Public Sector
£195 + VAT
Private Sector
£245 + VAT
Creating Accessible Documents
Date & Time
Thursday 5th December, 2024
9:30 AM - 4:30 PM
Venue
Online
CPD Certified
Availability
Available
Purchase
Overview
If you are responsible for creating any content whether that be producing documents, social media, or web content for your organisation, this course will give you a strong grounding to make the most accessible content possible. Documents are a great starting point for everyone to learn universal accessible content basics as well as getting to grips with the accessibility features of the most common tools including Office 365 programs and PDFs.
Our Creating Accessible Documents course gives you the knowledge to create highly accessible documents. If you are from the public sector, publishing accessible digital content including documents is now a legal requirement. You will learn how to make documents accessible using a host of different tools, and how to apply plain English principles to create easy to understand content.
Leave the day fully immersed in document accessibility with the confidence to ensure your documentation complies with the regulation and is accessible to all.
Learning Objectives
By the end of this training, delegates should have the knowledge and tools to:
Understand the legislation relating to accessible documents
Embed basic principles of accessible documents for the following platforms:
Word
PowerPoint
PDF
Email
Check documents for accessibility
Adopt technologies to help create accessible documents
Use accessible documents effectively
Lead Trainers
Ben Watson
Accessibility Consultant
All Able
George Rhodes
Accessibility Consultant
All Able
Agenda
9:30 am
Welcome And Clarification Of Learning Objectives
9:45 am
Session 1: An Introduction to Accessible Documents
How are documents covered in the legislation
Basic principles of creating accessible documents
Why documents are the core of accessible content design
Ben Watson
Accessibility Consultant
All Able
George Rhodes
Accessibility Consultant
All Able
11:00 am
Morning Break
11:10 am
Session 2: Checking For Accessibility
As part of the checking for accessibility session, attendees will be asked to suggest documents that we can review as a group. This can be done either in advance of the day or as the discussion unfolds.
· Understanding different document platforms
· Gain techniques for checking for accessibility
· Microsoft Accessibility Checker
· Live document walkthroughs
· Adobe Pro and making accessible PDFs.
Ben Watson
Accessibility Consultant
All Able
George Rhodes
Accessibility Consultant
All Able
12:30 pm
Lunch Break
1:00 pm
Session 3: Writing in Plain English (Part 1)
What is plain English?
Plain English and accessibility
How to write in plain English: core principles
Ben Watson
Accessibility Consultant
All Able
George Rhodes
Accessibility Consultant
All Able
2:00 pm
Session 4: Writing in Plain English (Part 2)
Group exercise: turning text into plain English
Exploring the benefit of plain English for your organisation
Plain English toolkit
Ben Watson
Accessibility Consultant
All Able
George Rhodes
Accessibility Consultant
All Able
2:50 pm
Afternoon Break
3:00 pm
Session 5: Using Technology for Accessible Documents
Technologies that can help create and use accessible documents
Creating accessible templates
Ben Watson
Accessibility Consultant
All Able
George Rhodes
Accessibility Consultant
All Able
3:30 pm
Session 6: Open Q&A
In this session you will have the opportunity to ask our experts all your accessibility questions, revisiting key sessions from the training and gaining key insights into how you can put what you’ve learned into practice.
Ben Watson
Accessibility Consultant
All Able
George Rhodes
Accessibility Consultant
All Able
4:30 pm
Training Close
*programme subject to change
Pricing
Public Sector
£345 + VAT
Private Sector
£445 + VAT
Embedding Trauma Informed Practice Across the Public Sector
Date & Time
Thursday 23rd January 2024
09:30 AM - 3:15 PM
Venue
Online CPD Event
Availability
Available
Purchase
Overview
Trauma informed practice is a strength-based person-centred approach being widely adopted across the public sector. Trauma informed practice recognises the widespread impact of trauma on individuals, realises the way in which it can affect and inform behaviour, and responds to this knowledge by developing a trauma informed approach to service delivery and staff management.
Delegates will be offered a valuable opportunity to explore trauma and participate in thought provoking sessions to gain the necessary understanding, tools and strategies to improve organisational trauma awareness which enhances engagement and reduces the chance of retraumatisation. It will also consider the impact of working with people who have experienced trauma and how to recognise and reduce vicarious trauma.
Learning Outcomes
Explore what is meant by trauma
Understand the impact of complex trauma on development and behaviour
Learn the best practice key principles for developing a trauma informed approach
Understand the importance of developing Psychologically Informed Environments (PIE)
Consider the next steps for ensuring your organisation’s culture, practice, and processes are consistently trauma informed
Key Speakers
Amanda Tooth
Patient Engagement Expert
Agenda
9:30 am
Logging on and Accessing the Online Platform
9:45 am
Trainer’s Welcome and Overview of Learning Objectives
House keeping
Introductions
Objectives and meeting your learning needs
10:00 am
Exploring Trauma and the Impact on Development and Behaviour
What is trauma?
Understand complex trauma using recognised theories
Explore the impact of trauma on development and behaviour
10:45 am
Impact on Services and Staff
Understand how these behaviours might challenge engagement and service delivery
Consider the impact on staff of working with people who have experienced trauma
Know how to recognise and reduce vicarious (secondary) trauma
11:15 am
Morning Break
11:30 am
Trauma Informed Practice
Understand the key principles of trauma informed practice
Consider the importance of all staff – from frontline practitioners to senior leaders – having a good understanding of trauma and what this means for you in practice
Understand what the government’s definition of trauma informed practice means and how this relates to your organisation
12:15 pm
Recovery and the Role of Psychologically Informed Environments (PIE)
Consider the impact of your organisational culture in relation to being trauma informed
Prioritising the wellbeing of your workforce to ensure staff have the capacity and support to maintain their resilience and wellbeing whilst delivering trauma informed services
Adapting your processes and communication approaches to be more trauma informed
12:45 pm
Lunch Break
1:45 pm
Trauma Informed Practice ‘What Works’
Groupwork Activity Session 1: unique opportunity to explore and learn from colleagues by sharing experiences of implementing and embedding trauma informed practice in order to consider what works and identify areas for improvement
Groupwork Activity Session 2: delegates will be encouraged to share how they will transfer their learning into practice by considering the next steps for them and their organisation in relation to developing trauma informed practice
2:45 pm
Next Steps
Using the 6 Principles of Trauma Informed practice to assess your team or organisation
Signposting to trauma informed practice resources
Personal action Planning
3:00 PM
Final Q&A
3:15 PM
Training Close
*Programme subject to change
Pricing
Health & Voluntary Sector
£245 + VAT
Public Sector
£345 + VAT
Private Sector
£445 + VAT
Effectively Understanding and Tackling ASB
Date & Time
Tuesday 28th January, 2025
09:30 AM - 16:00 PM
Venue
Online CPD Workshop via Zoom
Availability
Limited Availability
Purchase
Overview
Anti-social behaviour (ASB) is the main reason people do not feel safe in their local area, with the CSEW reporting that around 34% of respondents personally witnessed or experienced antisocial behaviour in their local area in the year ending September 2023.
To deal with ASB, the police, local authorities and other local partners must work in collaboration to ensure reparative justice, encourage orderly behaviour, engage with perpetrators and provide effective preventative measures and support.
This event is designed for professionals dealing with anti-social behaviour (ASB) cases. Learn to navigate the often challenging balance between providing support and implementing enforcement, especially when dealing with individuals facing mental health issues or other vulnerabilities.
With contributions from experienced ASB professionals and legal experts, this event will empower you to make informed, balanced decisions that improve outcomes for both individuals and communities. This event equips you with the tools to balance compassion with control, ensuring you can protect communities while supporting those most in need.
Learning Outcomes
Understand the underlying complexities and risk factors associated with ASB cases
Develop practical strategies to balance support and enforcement when dealing with these cases
Understand the link between mental health and ASB and gain strategies to improve support and prevention
Recognise the importance of multi-disciplinary collaboration and apply coordinated action plans
Navigate legal and ethical challenges relating to ASB
Lead Trainer
Jim Nixon
Director of Community Safety
RHE Global
Agenda
9:30 am
Logging on and Accessing the Online Platform
9:45 am
Trainer’s Welcome and Overview of Learning Objectives
10:00 am
Understanding the Complexity of ASB
Overview of ASB and its impact on individuals and communities
Understand the types and categories of ASB
Explore the multi-faceted causes of ASB
Define "complex individuals" and “complex cases” and discuss how these complexities influence ASB behaviour
10:45 am
Legal Framework and Ethical Considerations
Outline the legal powers for managing ASB: Community Protection Notices (CPNs), Injunctions and other enforcement options
Understand the legal safeguards for individuals with mental health conditions
Discuss how to protect vulnerable individuals while maintaining community safety
Explore best practices for using enforcement measures appropriately, escalating only when necessary
Kuljit Bhogal, Public Law Barrister at Cornerstone Barristers – Invited
11:30 am
Break
11:45 am
Exploring the Connection Between Mental Health and ASB
Explore patterns in ASB linked to mental health conditions
Learn how symptoms of mental illness can lead to ASB
Understand the role of trauma and adverse life experiences in shaping ASB
Outline practical strategies for addressing ASB in individuals with mental health conditions
Gain trauma-informed approaches for addressing ASB in individuals
Charlie Hamilton Kay, Deputy CEO ASB Help - Invited
12:30 pm
Balancing Support and Enforcement
Outline key principles: Care vs. control, accountability vs. compassion
Learn to effectively identify when to prioritise support or escalate enforcement
Explore early intervention strategies to reduce the need for enforcement
Reflect on the ethical challenges involved in balancing support and enforcement
David Parsons, ASB and Vulnerability Manager at Torbay Council – invited
1:15 pm
Lunch
2:15 pm
Multi-disciplinary Solutions for ASB
Understand the roles of various professionals in ASB cases
Explore the importance of sharing information, consistent communication, and creating a shared action plan.
Gain effective tools to facilitate multi-disciplinary approaches
Learn how to coordinate support and enforcement in a structured way
3:00 pm
Discussion: Engaging Communities, Challenges and Practical Applications
Discuss how to better engage the individuals and the communities you serve
Reflect on the challenges of balancing support and enforcement and discuss practical applications moving forward
Apply the events learnings into your day-to-day practice
4:00 pm
Final Q&A and Closing Remarks
Pricing
Health & Voluntary Sector
£245 + VAT
Private Sector
£445 + VAT
Public Sector
£345 + VAT
The Volunteer Management Conference 2025
Date & Time
Thursday 30th January, 2025
9:30 AM - 3:30 PM
Venue
Online - Accessible
CPD Certified
Availability and Pricing
Available
Voluntary and Third Sector: £195 + VAT
Public and Private Sector: £245 + VAT
Registration
Overview
Volunteering has undergone significant shifts in recent years, with charities and organisations across the UK facing growing challenges in retaining and expanding their volunteer base. Factors such as volunteer burnout, the rising cost of living and shifting priorities post-covid have made it increasingly difficult to sustain long-term engagement.
Join Inside Government’s Volunteer Management Conference, a must-attend event for anyone working in the third sector. This conference brings together industry experts, leading charities, policy makers, volunteers and more, to share insights, strategies and innovative solutions. Gain the tools to better understand and adapt to the evolving needs of your volunteers, enhancing your ability to recruit, retain and engage them more effectively.
Attend this year's conference to hear directly from the Department for Culture, Media and Sport (DCMS), gaining insights into the latest policy developments and plans for the third sector under the new government. Explore best practice case studies and hear expert panellists discuss safeguarding, building sustainable volunteer programs and driving diversity, capped off by practical strategies for integrating technology into volunteer management.
Attend this event for a day of insightful discussions, practical strategies and networking opportunities to drive volunteer management and engagement within your organisation and across the sector.
Learning Outcomes
Understand the latest trends and policies shaping the future of volunteering, including digital transformation and community-led initiatives
Learn innovative strategies to improve volunteer recruitment, retention and engagement in an increasingly competitive landscape
Explore practical approaches to fostering inclusivity and diversity in volunteer programs, breaking down barriers to participation
Gain best practice insights into safeguarding practices that ensure volunteer wellbeing and create a supportive environment
Discover how to leverage digital tools and technology to streamline volunteer management and enhance volunteer experiences
Network with sector experts, experienced volunteers and charity leaders
Expert Speaker Highlights
Ruth Leonard
Chair
Association of Volunteer Managers (AVM)
Shaun Delaney
Head of Volunteering Strategy
Department for Digital, Culture, Media and Sport (DCMS)
Dave Scott
Assistant Director of Volunteering and Safeguarding
Royalty Voluntary Service
Agenda
09:30 am
Chair’s Welcome Address and Setting Your Objectives
Ruth Leonard, Chair, Association of Volunteer Managers (AVM), Co-chair Vision for Volunteering - Confirmed
09:45 am
DCMS Keynote: Empowering Communities through Volunteering
During this keynote session, Shaun Delaney from the Department for Digital, Culture, Media and Sport (DCMS) will explore innovative strategies for empowering communities through volunteering. Delve into current government initiatives and discuss recent policy developments impacting the third sector, including the role of digital technology in volunteer engagement and the implementation of the Civil Society Strategy. This session is an opportunity to interact and engage with the DCMS agenda and discuss what the new government may mean for your organisation.
Explore the shift toward hyper-local volunteerism, where communities directly shape and control volunteer projects to address their unique challenges
Discuss recent government policies focused on community empowerment and local autonomy, such as place-based funding and support for grassroots organisations
Discuss how communities can be better empowered to make their own decisions on needs and delivery through volunteering
Explore what resources and support communities need to build a volunteer infrastructure that meets local needs
Understand how government and charities help facilitate and coordinate ground-level and informal social action programmes
Shaun Delaney, Head of Volunteering Strategy, DCMS – Confirmed
10:30 am
NCVO Keynote: The Latest Research and Insights in Volunteering
This keynote session will provide a focused analysis of the latest research on the state of volunteering in the UK, with a particular emphasis on innovative models such as digital volunteering. Drawing on fresh data and insights from a new 2025 NCVO report, examine how organisations can adapt to current trends by making volunteer roles more flexible, inclusive and accessible.
Deep-dive into fresh research on the state of the volunteering
Explore new models of volunteering or new approaches to digital volunteering
Saskia Konynenburg, Director of Strategic Communications and Insight, NCVO – Invited
11:15 am
Break
11:30 am
Panel Discussion: Recruitment and Retention: Developing a Sustainable Volunteer Base for the Future
Understand the largest motivators for volunteers and what makes volunteer opportunities stand out in a landscape of increased competition
Examine new approaches to volunteer retention and how expectations on the volunteer experience are evolving
Explore how volunteers interact organisations and discover innovative strategies to enhance outreach efforts for greater engagement
Outline how to increase and diversify the volunteer base through targeted recruitment
Discuss the importance of recognition, rewards and creating a sense of purpose and value in retaining volunteers
Lucia Ciolanel, Volunteer Engagement Manager, Asthma + Lung UK – Confirmed
Melanie Price, Head of Volunteering at the British Red Cross and an NHS Volunteer – Confirmed
Emily Hughes, Head of Volunteering, Girlguiding UK – Confirmed
Brian Reeves, Head of Volunteer Experience at RSPCA – Confirmed
12:15 pm
Royal Voluntary Service Case Study: Safeguarding and Supporting Volunteers
Discuss what safeguarding means in the context of volunteering
Highlight the need for a balanced approach that ensures volunteers feel supported while maintaining robust safeguarding standards
Outline the key safeguards organisations should have in place to protect volunteers
Discuss how organisations can create a culture where volunteers feel comfortable raising concerns about safeguarding or wellbeing
Understand how to recognise and address volunteer burnout, vulnerability and challenges with appropriate support
Dave Stott, Assistant Director of Volunteering and Safeguarding, Royal Voluntary Service – Confirmed
1:00 pm
Lunch
2:00 pm
Digital Transformation and Volunteering: Embracing Technology for the Future of Volunteering
Understand how digital transformation is reshaping the volunteering landscape
Discuss the benefits and potential challenges of integrating digital technology into volunteer management
Explore real-world examples of how organisations have successfully implemented digital strategies to revolutionise their volunteer programs
Gain insights into the tools and technologies available to enhance volunteer recruitment, engagement, and management
Understand the risks and opportunities AI presents to volunteer management and how to utilise it to streamline volunteer processes
Paul Remic, Head of Product (People Services), British Red Cross - Confirmed
Rob Jackson, Volunteering Consultant – Invited
Chris Wade. Chartered FCIPD, Managing Director at Time for Impact, Charity Trustee – Invited
2:45 pm
Fostering Inclusivity and Diversity in Volunteer Programs
Discuss how to break down barriers to volunteering and how to reach underrepresented groups
Explore targeted programs that address barriers to participation, such as economic inequality and lack of digital access
Understand how to build inclusive onboarding, training and management processes
Discuss how to ensure accessibility and fairness in volunteering opportunities
Explore practical and cultural outcomes for an individual and how all engagement points can be enhanced to drive inclusion
Examine organisational culture and how you can explore your inclusion journey to broaden access
Jo Keller, Head of Volunteering at RNIB – Confirmed
Liz Wigelsworth, Head of Volunteering at Chest Heart & Stroke Scotland - Confirmed
Kishma Smithurst, Volunteering Manager at the Wellcome Trust - Confirmed
Glenda Bonde, Director of Equity, Diversity and Inclusion, Terrence Higgins Trust – Invited
Gwyneth Thomas, Head of Volunteering, Alzheimer's Society – Invited
Alan Murray, Head of Volunteering and Safeguarding at RSPB - Invited
3:30 pm
Chair’s Closing Remarks and Key Takeaways
Pricing
Voluntary & 3rd Sector
£195 + VAT
Public & Private Sector
£245 + VAT
Excel at Being a Digital Champion
Date & Time
Thursday 6th February, 2025
9:25 AM - 2:30 PM
Venue
Online
CPD Certified
Availability
Available
Purchase
Overview
Digital Champions encourage and empower staff to use digital tools more effectively and are central to achieving digital inclusion and helping people online.
This course focuses on digital change and the role that Digital Champions play in this. Digital change is a multifaceted process that includes strategic business thinking, technology and organisational culture & people.
Amidst this change, it is important to retain a person-centred approach to transformation – putting people first. The role of a Digital Champion is an important agent in this change. Digital Champions function as ambassadors, advocates for end-users and support the learning and development of digital skills and literacy to reduce digital exclusion.
Leave the day with an action plan that enables digital change and embed yourself as a Digital Champion within your workplace.
Learning Outcomes
Understand the types of challenges digital change presents for people and how Digital Champions can help to overcome these.
Understand what digital inclusion and exclusion means and be able to identify and overcome barriers to exclusion.
Adopt strategies to bridge the digital skills gap
Develop an action that plan incorporates a people-centred focus in digital change and embeds Digital Champions in the workplace.
Lead Trainer
Professor Khawar Hameed
Managing Director
Digital Advantage
Agenda
9:25 am
Logging on and Accessing the Online Platform
9:30 am
Trainer’s Welcome and Overview of Learning Objectives
9:45 am
Understanding Digital Change Challenges
Explore the challenges that arise for people in digital change
Understand the role of digital champions in supporting digital change: the role, responsibilities and characteristics
10:30am
Digital Inclusion and Exclusion
Outline the meaning of digital inclusion and exclusion
Gain effective strategies and practice for enhancing digital adoption
Identify common barriers to digital adoption and how to address them
Understand the importance of Digital Champions in combatting digital exclusion
11:15 am
Break
12:00 pm
Developing Digital Skills
Understand levels of digital skills and capabilities
Explore digital skills frameworks
Gain techniques for motivating and encouraging reluctant users
Gain effective strategies and methods for embedding effective digital learning and supporting learners
12:15 pm
Lunch
1:15 pm
Workshop: Developing an Effective Digital Champion Action Plan
Consider individuals needs and how their disabilities or characteristics may affect the support that you provide
Share techniques for motivating and encouraging reluctant users
Explore successful strategies for overcoming digital resistance
2:15 pm
Closing Remarks and Q&A
2:30 pm
Programme Close
Pricing
Health & Voluntary Sector
£245 + VAT
Private Sector
£445 + VAT
Public Sector
£345 + VAT
Reducing Damp and Mould in Social Housing
Date & Time
Tuesday 11th February, 2025
9:30 AM - 4:15 PM
Venue
Online
CPD Certified
Availability
Available
Purchase
Overview
The Housing Ombudsman has released its latest ‘learning from severe maladministration’ report, focusing on inspections and timeliness within damp and mould complaints. Throughout the report residents’ experienced distress and disruption from damp and mould as landlords responses were delayed, with residents losing the use of rooms, reporting ceilings near collapse and noting health impacts to them or their children. With the important role that social housing has to play in giving safe and secure housing to millions, the learning in these reports should help landlords provide effective services that protect this aspiration.
Awaab's Law has introduced significant changes in the way social housing landlords are required to handle cases of damp and mould. From much stricter deadlines and tighter timescales to the Regulator of Social Housing’s “Damp and mould in social housing - learning the lessons” guidance, tackling damp and mould has never been more important for social housing organisations.
Join our Reducing Damp and Mould in Social Housing event to better understand and comply with the latest legislation and regulatory advice on reducing cases of damp and mould. Gain more effective techniques and tools to improve the quality of your tenants’ homes. Learn how to be quicker at identifying and responding to cases of damp and mould.
Leave the day with an action plan to reduce damp and mould within your tenants’ homes.
Learning Outcomes
Understand and fully comply with Awaab’s Law
Learn how to respond to stricter timescales and deadlines
Review and align your organisation’s procedures for handling damp and mould with the Regulator of Social Housing’s “Damp and mould in social housing - learning the lessons” report
Gain techniques to improve how your organisation identifies and reduces damp and mould
Take back a reducing damp and mould action plan to your organisation
Lead Trainer: Eileen McCallum
Eileen McCallum
Damp and Mould Consultant
Eileen is a popular trainer with over 43 years’ experience in social rented housing. She worked for Glasgow District Council from 1979 until 1992 as a housing officer, a repairs officer and a repairs manager. She began training for the Chartered Institute of Housing in 1987 and quickly became a sought-after trainer due to her depth of knowledge and her engaging style. She left GDC in 1992 and has been a freelance trainer ever since.
She has a particular interest in dampness and condensation and has been used as an expert witness on several occasions.
Agenda
9:30 am
Logging On and Accessing the Online Platform
9:45 am
Trainer’s Welcome and Clarification of Learning Objectives
10:00 am
Tackling Damp and Mould: Complying with the Legislation
Deep dive into Awaab’s law and the impact it has on your organisation
Learn how to adapt to the stricter deadlines and timescales
Review the Regulator of Social Housing “Damp and mould in social housing - learning the lessons” report
Gain a better understanding of the Housing Ombudsman ‘Spotlight on damp and mould – It’s not lifestyle’ 2021 report
10:45 am
Morning Break
11:00 am
Identifying and Quickly Responding to Cases of Damp and Mould
Gain more effective techniques at identifying damp and mould
Respond more rapidly to urgent cases of damp and mould
Streamline processes to improve response rates
Improve policies to enhance the timescales for response
12:00 pm
Ensuring Better Governance
Develop more effective reporting and recording complaints procedures
Improve policies to enhance the timescales for response
Work to specific response times and with clear key performance indicators
Learn how to improve your reporting to governing bodies
1:00 pm Lunch
2:00 pm
Improving Your Data and Stock
Improve how you collect and manage your data
Learn how to carry out stock condition surveys
Display data to governing bodies
2:45 pm
Break
3:00 pm
Workshop: Develop a Reducing Damp and Mould Action Plan
In this session, you will review the day’s learning and work in groups to develop an action plan to help you meet legislative requirements for reducing damp and mould for your tenants.
Develop techniques and tools to reduce mould
Review and improve your current processes
Learn how to train staff to be better and quicker at identifying and reducing damp and mould
Take back a reducing damp and mould action plan to your organisation
4:00 pm Question and Answer Session
* Programme subject to change
Pricing
Health & Voluntary Sector
£245 + VAT
Public Sector
£345 + VAT
Private Sector
£345 + VAT
Public Sector Governance and Leadership Forum 2025
Date & Time
Thursday 27th February, 2025 9:30 AM - 4:00 PM
Venue
Online - Accessible
CPD Certified
Availability & Pricing
Public Sector: £195 + VAT
Private Sector: £245 + VAT
Registration
Overview
A 2023 report from the Public Sector Management Practices Survey (PSMPS) highlights significant variability in management scores across UK public sector agencies. These findings reflect a dynamic landscape where agencies are adopting diverse governance strategies and modernising practices to improve service delivery and operational efficiency.
Inside Government’s Governance and Leadership Forum brings together leaders from across the public sector to explore how they can foster strong governance within their organisations and local communities to achieve optimal outcomes that align with public needs. This event will focus on key areas such as identifying and managing emerging risks, ensuring effective corporate leadership, enhancing scrutiny and accountability, handling crises and planning for the future.
Participants will gain insights into best practices for governance and strategies for developing current and future leaders to address evolving challenges. The forum will also emphasise the importance of cross-sector partnerships and collaboration in upholding good governance throughout the public sector.
Learning Objectives
Gain an increased understanding of how to implement strong systems leadership within your organisation
Consider how you can support the next generation of leaders, supporting in the sustainability of good governance in the public sector
Reflect upon how you can build organisational resilience and respond to unexpected circumstances
Strengthen financial risk management through increased accountability and transparency
Expert Speaker Highlights
Diana Melville
Governance Advisor
CIPFA
John Mark Williams
CEO
The Institute of Leadership
Agenda
9:30 am
Logging on and Accessing the Online Platform
9:45 am
Chair’s Welcome Address
Riikka Hofmann, University Senior Lecturer, Faculty of Education, University of Cambridge - Invited
10:00 am
CIPFA Keynote: Implementing the Principles of the International Good Governance in the Public Sector Framework
The International Framework: Good Governance in the Public Sector provides a framework that encourages improved service delivery and accountability. This session will focus on implementing the Framework:
Highlight the importance of openness and effective stakeholder engagement to ensure that public sector entities are acting for the public good
Gain best practice for defining and planning sustainable long-term outcomes in terms of economic, social, and environmental benefits
Receive insights into how to implement transparency, reporting and audit practices that deliver effective accountability
Examine the role of internal capacity building to meet changing needs over time
Address the need for public sector entities to interpret the principles of the Framework in line with specific legislative requirements
This session will include time for delegate questions and answers.
Diana Melville, Governance Advisor, CIPFA – Confirmed
10:45 am
The Institute of Leadership Keynote - Leadership in a Changing Public Sector: Navigating Complexities for Effective Governance
Discuss how public sector leaders can leverage adaptive leadership for institutional resilience
Introduce frameworks and tools for reinforcing ethical decision-making processes in the public sector
Discuss the major challenges that are currently impacting public governance, including rapid technological changes and increasing public expectations for transparency and accountability
Explore the role of visionary leadership in anticipating future governance challenges
John Mark-Williams, CEO, Institute of Leadership – Confirmed
11:30 am
Break
11:45 am
Panel Discussion: Empowering Systems Change to Increase Organisational Agility and Improve Outcomes
This panel will explore how systemic change can strengthen organisational agility and resilience, driving better outcomes in the public sector. Discuss strategies for transforming systems, the importance of cross-organisational relationships and how collaborative networks can help organisations navigate uncertainty and adapt to evolving challenges.
Reimagine systems change and identify key areas within public sector systems that need transformation to support better decision-making, flexibility and adaptability.
Consider what systems change should look like, and the role it plays in improving outcomes through increased resilience and agility
Understand the impact of strong cross-organisational relationships on organisational resilience
Outline key strategies for cultivating and maintaining productive partnerships across departments, agencies, and sectors
Discuss how collaborative networks can streamline resources, reduce inefficiencies and provide shared solutions during times of crisis or uncertainty
Ed Hammond, Interim Chief Executive, Centre for Governance and Scrutiny – Invited
Ian Trenholm, Chief Executive, Care Quality Commission – Invited
Tracie Jolliff, Head of Inclusive System Development, NHS England & Improvement and Head of Inclusion and System Leadership, NHS Leadership Academy - Invited
12:30 pm
Panel Discussion: Embedding Strong Systems Leadership into Public Sector Organisations
This session will discuss and explore the importance of effective and robust leadership within the public sector and share the best ways to navigate the complexities of modern governance.
Discuss the critical importance of resilience and strategic planning in leadership development
Highlight how fostering strong cross-organisational relationships can enhance resilience
Delve into how the public sector leaders can address the unique challenges posed by uncertainty, helping leaders build the skills needed to thrive in unpredictable environment
Discuss how leaders can take a proactive approach to embedding high standards and ethics into their organisations
Share insights into building a culture of constructive challenge which is essential for innovation and improvement in the public sector
This session will include time for delegate questions and answers.
Natalie Golding, Director, National Leadership Centre – Invited
Susan Acland-Hood, Permanent Secretary, Department for Education – Invited
Neil (Nilesh) Sachdev MBE,MBA, Non Executive Chair and NED – Invited
1:15 pm
Lunch
2:15 pm
Case Study: Empowering Local Government Leadership for Community Resilience
This session addresses innovative public sector leadership approaches for today’s climate. Participants will explore how resilience, community collaboration, compassion, and mobilization can redefine effective leadership.
Share how leaders can balance efficiency with resilience, enabling public bodies to adapt and withstand ongoing challenges
Explore how to engage local communities as vital partners, embarking on a community-aligned approach to leadership
Discuss how to cultivate an empathetic, adaptable leadership style to support both employees and communities
Outline how to successfully transition from traditional management to activating and empowering community-driven solutions
Ian Knowles, Chief Executive, West Lindsey District Council - Invited
2:45 pm
Panel Discussion: Enhancing Accountability and Transparency in Public Sector Governance
This panel will dive deep into how public sector organisations can unlock the full potential of accountability and transparency to create more efficient, ethical, and resilient institutions. Panelists will share innovative strategies and explore real-world solutions to modern governance challenges, demonstrating how integrity and partnership can drive impactful service delivery and leadership growth.
Discuss critical role that transparency plays in strengthening trust between organisations and the public
Share mechanisms for enforcing accountability and responsibility
Explore public-private partnerships for enhanced service delivery
Outline how to promote integrity and ethics in decision-making
Discuss ways of enhancing leadership resilience in public sector organisations
Loretta Hoy, Growth Manager, Essex County Council – Confirmed
Emma Congreve, Deputy Director, Fraser Allander Institute – Confirmed
Dewi Knight, Director, PolicyWISE – Invited
3:30 pm
The Future of Public Sector Governance: What Does Good Governance Look Like Across the Next Decade?
The National Commission on the Future of Good Governance is examining how good governance can impact the development and sustainability of the public sector over the next decade, and how to achieve this by 2030. This session will focus on enabling the delivery of effective and sustainable public services through good governance:
Providing an overview of the progress of the Commission so far
Highlighting how trends including digital transformation, the changing face of work, and localism impact on public sector governance
Examining the challenges facing the public sector, including multi-agency integration, access to data, and long-term planning
Sharing how governance practices are expected to change to address these challenges and adapt according to changing political expectations
Discuss emerging leadership models for the future of governance
This session will include time for delegate questions and answers.
Mark Butler, Convenor, National Commission on The Future of Governance in the Public Sector - Invited
4:00 pm
Chair’s Close
Riikka Hofmann, University Senior Lecturer, Faculty of Education, University of Cambridge
*programme subject to change
Pricing
Public Sector
£195 + VAT
Private Sector
£245 + VAT
Transforming Public Sector Productivity Conference 2024
Date & Time
Thursday 21st November, 2024
9:00 AM - 3:15 PM
Venue
Online - Accessible
CPD Certified
Availability and Pricing
Places are Strictly Limited
Public Sector: £195 + VAT
Private Sector: £245 + VAT
Registration
Overview
With economic growth as a top priority for the new Labour government, the public sector is set to be instrumental in advancing the UK's productivity. Following a period of sluggish productivity growth that has left the UK lagging behind the US and Germany by 16% and placing it in the bottom half of OECD rankings, revitalising the public sector is crucial for driving sustainable economic progress.
Join us for the Transforming Public Sector Productivity Conference 2024, a must-attend event for professionals dedicated to driving efficiency and innovation in public services. This conference is your gateway to discovering the latest research, policy insights and practical strategies essential for elevating productivity in the public sector.
Join the Office for National Statistics keynote to delve into the current trends, recent data, and key factors influencing productivity levels and gain a deeper understanding of how productivity is measured, the challenges faced by the public sector, and the implications for future policy and management.
Gain unparalleled insights from the Bennett Institute for Public Policy at the University of Cambridge, into the latest research and policy innovations that are setting new benchmarks for public sector performance. You will learn how data-driven decision-making and evidence-based practices can transform your organisation, leading to more efficient service delivery and enhanced operational efficiency.
Interactive sessions and workshops will delve into successful case studies and best practices from around the world, offering you actionable strategies to implement within your own context. You will explore how inter-agency collaboration and cross-sector partnerships can foster a culture of continuous improvement, driving productivity gains that are both sustainable and impactful.
This conference offers a unique opportunity to gain actionable insights, network with industry leaders, and explore innovative solutions to enhance public sector productivity. Don't miss this chance to be at the forefront of transforming public services for the future.
Learning Outcomes
Understand the current landscape of public sector productivity
Explore innovative digital transformation strategies that have managed to transform public services
Discover effective strategies for fostering a motivated, engaged and productive workforce
Hear best practice case studies on driving productivity through innovative workplace strategies and tools
Gain strategic insights from HM Treasury on boosting public sector productivity through functional reform
Expert Speaker Highlights
Richard Heys
Deputy Director & Deputy Chief Economist
Office for National Statistics
Bart Van Ark
Managing Director
The Productivity Institute
Owen Garling
Knowledge Transfer Facilitator
Bennett Institute for Public Policy
Agenda
9:00 am
Logging on and Accessing the Online Platform
09:15 am
Chairs Welcome
09:30 am
Office for National Statistics Keynote: Measuring Public Sector Productivity and The Current Landscape
Richard Heys, Deputy Director & Deputy Chief Economist at the Office for National Statistics – Confirmed
Join us for an insightful keynote session by the Office for National Statistics, where you'll receive the latest updates on public sector productivity in the UK. This session will cover current trends, recent data, and key factors influencing productivity levels.
Gain a deeper understanding of how productivity is measured and assessed
Explore the recent developments in productivity and latest productivity statistics
Gain insights into the challenges faced by the public sector and the implications for future policy and management
10:00 am
The Productivity Institute Keynote: Making Public Sector Productivity Practical
Bart Van Ark, Managing Director, The Productivity Institute - Confirmed
What makes public sector grow and how can we improve it? In this session, we hear about the insights from a range of studies on the topic by The Productivity Institute, the UK’s largest research institute on productivity.
What is the role of people skills, technology, and organisational transformation to raise productivity?
Why is it critical to map the delivery chain for public sector services from budget to inputs, outputs and outcomes?
How do public sector managers identify and implement productivity improvements?
This session will include time for questions
10:45 am
Break
11:00 am
Bennett Institute for Public Policy Keynote: Public Sector Productivity at Local and Regional Level
Owen Garling, Knowledge Transfer Facilitator, Bennett Institute for Public Policy - Confirmed
The keynote session presented by Owen Garling from the Bennett Institute for Public Policy at the University of Cambridge will offer delegates a comprehensive examination of cutting-edge research and innovative policy approaches aimed at enhancing productivity within the public sector. Explore cutting-edge research and innovative policy approaches aimed at enhancing productivity within the public sector, attendees will
Gain access to the latest findings from the Bennett Institute and the Productivity Institute’s research on public sector productivity
Understand the underlying factors influencing productivity in public services and government operations
Explore emerging trends that will shape the future of public sector productivity
Discussion on potential challenges and how to proactively address them to sustain productivity gains
This session will include time for questions
11:45 am
Panel Discussion – Strategic Approaches to Maximising Employee Engagement for Optimal Productivity
Employee engagement is vital for public sector productivity, ensuring high-quality service delivery. This session explores fostering an engaged workforce and its direct impact on performance. Explore the benefits and challenges of hybrid working in the public sector and delve into organisational policies and leadership approaches that promote collaboration, engagement and performance in a hybrid setting.
Understand how effective recognition and reward systems are critical for motivating employees and driving peak performance
Identify the impact of sick note culture on operational efficiency and develop strategies to mitigate it
Discuss effective approaches to enhance employee satisfaction and retention, directly influencing productivity
Explore the essential elements of trust and accountability in driving productivity in flexible work arrangements
Learn business-critical practices for managing and optimising hybrid teams
Olivia Crossing, NHS Nurse and Creator at RateMyShift – Confirmed
Annie Taylor, Rate my Shift - Confirmed
Nicki Eyre, Director at Conduct Change Ltd – Confirmed
12:45 pm
Lunch
1:45 pm
Case Study - Government Property Agency: Building a Future-Ready, Modern Civil Service for Enhanced Productivity
The Government Property Agency has committed to creating ‘great places to work’, to enhance employee productivity.
Join this expert case study session to hear how the GPA is focusing on culture, leadership, and innovation to drive efficiency, effectiveness and deliver a modern civil service that is equipped for the future.
Gain an overview of the GPA’s Smarter Working initiative: goals, strategies, and key components
Discuss how smarter working practices are designed to enhance efficiency and employee productivity
Explore the Productivity and Creativity Playbook and how it serves as a practical guide for fostering a culture of productivity and innovation
Discover concrete strategies that the Civil Service is employing to improve the delivery of public services
Explore the GPA’s successful strategies for addressing and mitigating challenges in remote and hybrid work environments
Dominic Brankin, Workplace Services Director at GPA – Invited
Kate Guthrie, Deputy Director Workplace Experience and Smarter Working Programme Director at GPA – Invited
Stuart Watts, Smarter Working Programme Lead at GPA - Invited
2:30 pm
Understanding ModernGov Case Study: Driving Public Sector Productivity - The Critical Role of Leadership and People Management Skills
Effective leadership and management skills are crucial for boosting productivity in the public sector. By fostering a clear sense of purpose and direction, strong leadership ensures that every team member is working efficiently towards delivering better public services. Join this session to learn how Understanding ModernGov supports the public sector in improving productivity, through the delivery of innovative, valuable and bespoke training.
Explore leadership and strategy programmes and their impact on public sector organisations
Learn how strategic thinking, change management, leadership and business process mapping can drive productivity improvements
This session includes a dedicated Q&A segment, and delegates are encouraged to reach out to the UMG team post-event to discuss their specific training needs in greater detail.
3:15 pm
Closing Remarks
Pricing
Public Sector
£195 + VAT
Private Sector
£245 + VAT
Effectively Understanding and Supporting Individuals with Autism
Date & Time
Thursday 24th October, 2024
09:25 AM - 15:45 PM
Venue
Online
CPD Certified
Availability
3 Spaces Left
Purchase
About
The UK has experienced a surge in Autism Spectrum Disorder (ASD) diagnoses, with some estimates suggesting that the number of diagnoses has increased by over 100% in the past decade, leading to concerns about the potential for misdiagnosis and the need for improved diagnostic tools and training for professionals working with autistic individuals. The NHS Long Term Plan identifies autism as a priority area and local authorities, schools, healthcare and other key services must be committed to providing better diagnostic support and intervention to autistic individuals.
This event gives you a better understanding of autism and what adjustments can be made to improve service delivery and better manage diagnosis and support. Gain a comprehensive understanding of the autism spectrum and gain methods for effectively, promptly and correctly diagnosing individuals. By the end of the event participants will be equipped with the knowledge and skills to provide safe, compassionate and informed care to autistic people and people with a learning disability. The event provides healthcare professionals with the knowledge and skills to identify, assess and manage mental health issues in individuals with ASD.
Leave the day with an action plan which outlines next steps for taking a proactive approach to diagnosis and service delivery.
Learning Objectives
Understand key legislation and policies affecting autistic individuals
Learn about the definitions, diagnostic criteria and common challenges faced by autistic people
Gain effective strategies for improving service delivery and ensuring person-centred approaches
Apply knowledge of autistic characteristics and challenges to develop effective strategies for supporting individuals with autism
Develop skills to identify autism in women and girls and address their specific needs and challenges
Lead Trainer
David Pearson
Leadership, Change and Inclusion Expert, Leadership Insight
Agenda
9:25 am
Logging On and Accessing the Online Platform
9:30 am
Trainer’s Welcome and Clarification of Learning Objectives
9:45 am
Understanding Autism and the Key Legislation
Understand the key elements of the National Strategy for Autistic Children, Young People and Adults: 2021 to 2026.
Explore the implications of the Equality Act 2010 for autistic people and how it supports their rights and access to service
Outline the key factors causing increasing autism diagnosis and the implications of this on services
10:30 am
Effectively Diagnosing Autism
Outline how autism has come to be defined and diagnosed
Understand the importance of prompt diagnosis and how to avoid misdiagnosis
Explore how to effectively utilise the diagnostic criteria for Autism
Learn how to conduct a comprehensive diagnostic evaluation for ASD
Identify the common characteristics autistic person may display
Understand the spectrum of Autism symptoms
11:15 am
Break
11:30 am
Improving Services for Autistic people
Learn how to foster a person-centred and family-centred approach to intervention and care
Explore how to embed a trauma informed approach to autism care
Learn how to promote engagement in activities, flexibility, independence and self-efficacy
Understand how to effectively communicate with individuals and tailor engagement strategies
Ensure individuals care and treatment meets their needs and reflects their preferences
12:15pm
Understanding Autism and Mental Health Experiences
Understand differences in how stress and anxiety are experienced by autistic people
Identify factors that can impact on the stress and anxiety experienced by autistic people
Gain methods for supporting mental health in ASD
Recognise how to reduce the impact of stress and anxiety on autistic people
Gain effective strategies for deescalating situations
1:00 pm
Lunch
2:00 pm
Supporting Women and Girls with Autism
Understand how autistic characteristics in women and girls may differ from those of other autistic people
Learn how to effectively identify autism in women and girls
Address the common misconceptions of women and girls with autism and identify these as reasons for misdiagnosis
Gain practical tools for empowering and supporting women and girls with autism
Explore strategies for fostering acceptance and inclusion in schools, workplaces and communities
Naomi Glover - Director at Neuro-Informed and Co-founder of the Applied Neuroscience Association - CONFIRMED
2:45 pm
Workshop: Proactively Supporting Individuals with Autism
Outline how to appropriately diagnose autism and avoid misdiagnosis
Discuss the importance of collaboration with other professionals and family members
Take a proactive approach to identifying symptoms of ASD and implementing tailored strategies
3:45pm
Final Q&A Session
Pricing
Health & Voluntary Sector
£245 + VAT
Private Sector
£445 + VAT
Public Sector
£345 + VAT
Improving Social Value
Date & Time
Tuesday 15th October, 2024
09:20 AM - 3:15 PM
Venue
Online
CPD Certified
Availability
4 Spaces Left
Purchase
About
In the UK public sector, social value is a critical concept that has gained significant attention in recent years. The Procurement Act 2023 and Public Services Act 2012 mandate that organisations consider social value in their operations and it is now compulsory that organisations integrate social value into their core strategies, ensuring that their operations and projects are aligned with community needs and sustainable development goals.
By putting social value at the forefront of your work, public sector organisations can drive greater impact, efficiency and effectiveness, ultimately contributing to a more equitable and prosperous society.
This event is designed to support professionals in the public sector, including decision-makers, social value managers and individuals involved in procurement in navigating the social value landscape. This event enables you to make better decisions about the social value measurement and management choice for your organisation. Gain the knowledge and tools necessary to maximise the social value of your activities. Learn from best practice case studies of organisations who have successfully embedded social value and community needs into projects and strategies.
The event will provide a thorough overview of the social value concept, including its definition, principles and benefits. Learn how to identify and prioritise the social value of your activities, services, projects and how to integrate it into your organisation's strategy.
Learning Objectives
Explore the impact of the Procurement Act 2023 on social value
Understand the impact of social value on communities
Gain strategies to effectively monitor and report social value
Hear best practice case studies on developing, promoting and delivering local social value initiatives
Develop an effective social value strategy
Lead Trainer
Richard Dickens
Richard is the Managing Director of the Social Value Business and considered a leading subject matter expert on Social Value in the UK. Richard draws upon over 20 years of cross-sector experience when working with clients ranging from £1m to £5bn in turnover. Richard has built the Social Value Business on the belief that any organisation can be values-led; within the past 5 years he has supported 63 charities/social enterprises, 8 public sector spin outs, 6 Local Authorities, 2 CCGs, 11 Housing Associations and 3 multi-national corporations to embed social value.
Richard is a founder of the UK’s only Social Value Quality Mark and has shared his knowledge and insight through acting as Council Members for Social Enterprise UK, the Methodology & Assurance Committee and Council for the Development of SROI. Richard has worked with the Cabinet Office to deliver training and lectures and consults at Oxford, Manchester and Staffordshire Universities. Alongside being a Royal Society for Arts and Economics (RSA) Fellow, Richard is also SEDFI qualified and historically an ISO Auditor.
Agenda
9:20 am
Logging On and Accessing the Online Platform
9:30 am
Trainer’s Welcome and Clarification of Learning Objectives
9:45 am
Understanding the Social Value Framework and Procurement
Identify the principles and importance of social value in the public sector
Review the impact of the Procurement Act 2023 and The Procurement Regulations 2024 on social value
Explore how the Social Value Model is applied in procurement
Benchmark your social value practices against other public sector organisations
10:30 am
Effectively Measuring and Evaluating Social Value
Explore the various social value metrics and frameworks
Learn how to effectively report on social value and demonstrate its impact on your organisation and beyond
Outline how to ensure transparency and accountability in social value reporting
Establish best practice through exploring successful case studies delivering social value
Recognise emerging Social Value standards
Explore how to create reporting frameworks
11:15 am
Morning Break
11:30 am
Strategy and Planning
Establish your Social Value Strategy
Explore how to maximise Social Value within tenders
Recognise the barriers and enablers in creating value within procurement
Gain a 360 degree view of Social Value within procurements
12:15 Lunch Break
1:15 pm
Building a Social Value Culture
Learn how to embed social value into your culture and as key goal across your organisation
Explore how to train and motivate employees to support social value
Understand social value as a transformational activity, rather than just a transactional one
Implement social value champions across your organisation
2:00 pm
Workshop: Developing an Effective Social Value Strategy
During this final interactive session, participants will begin drafting their own social value action plan, outlining key initiatives, goals, metrics and timelines.
Set realistic and measurable social value goals using the SMART framework (Specific, Measurable, Achievable, Relevant, Time-bound)
Outline how to utilise learnings from the event to inform future delivery, building on areas of good practice
Develop social value initiatives which align with your organisations priorities and community needs
Choose the right method of measurement of social value for your organisation
Develop an actionable plan to implement and measure social value initiatives
Continuously improve social value measurement processes
3:00 pm
Final Thoughts and Key Takeaways
Programme subject to change
Pricing
Central & Local Government | Housing (Online Price)
£345 + VAT
Private Sector
(Online Price)
£445 + VAT
The 4th Annual Tenant Engagement and Satisfaction Conference
Hear from the Housing Ombudsman, the Regulator of Social Housing and the Labour Housing Group and more…
Date & Time
Thursday 3rd October, 2024
9:00 AM - 4:00 PM
Venue
Online - Accessible
CPD Certified
Availability and Pricing
2 Spaces Remaining
Public Sector: £195 + VAT
Private Sector: £245 + VAT
Registration
Overview
UK social housing is undergoing rapid transformation, facing heightened scrutiny and an urgent demand for accountable, inclusive and transformative tenant engagement. This shift necessitates change from housing providers to meet evolving standards and expectations.
Join Inside Government’s 4th Annual Tenant Engagement and Satisfaction Conference, a must-attend event for anyone working to meet the housing needs of people across the country. This conference brings together top-tier experts, policy makers, housing associations, residents, local councils and more, to share insights, strategies and innovative approaches that will make you challenge your current tenant engagement practices and look to improve and adapt them accordingly.
Attend this year's conference to hear directly from the Housing Ombudsman, Regulator of Social Housing and have the unique opportunity to hear directly from the Labour Housing Group, offering invaluable insights into Labour's housing plans following their recent election victory. Discover their goals for the social housing sector and what you can expect from Labour's new government. Don't miss this chance to gain firsthand knowledge from key influencers shaping the future of housing policy.
The conference features in-depth discussions focused on enhancing communication, increasing accountability and addressing increasing scrutiny across the social housing sector. Explore strategies for engaging tenants inclusively and accessibly, ensuring empowerment for all, not just a select few. Learn from best practice case studies of housing associations who have successfully utilised Tenant Satisfaction Measures (TSMs) to drive service improvement and accountability.
Attend this event for a day of insightful discussions, practical strategies and networking opportunities to drive tenant satisfaction and enhance engagement within your social housing setting.
Learning Outcomes
Gain insights into the latest updates on proactive consumer regulation and the expanded remit of the Regulator of Social Housing
Hear exclusive insights from the Labour Housing Group into the future of the social housing sector
Discover effective methods for fostering inclusive community engagement
Explore strategies to increase tenant representation on boards while maintaining good governance and managing risk
Learn best practice for enhancing tenant satisfaction through data-driven insights
Understand how to transparently and effectively listen to and respond to tenants' concerns
Expert Speaker Highlights
Jack Smith
Assistant Director Assessment and Tenant Engagement
Regulator of Social Housing
Sarina Kiayani
Andy Bates
Executive
Labour Housing Group
Kathryn Eyre
Director of Quality, Engagement and Development
Housing Ombudsman
Agenda
9:00 am
Logging on and Accessing the Platform
09:15 am
Introduction and Chairs Welcome
Kevin Edwards, Social Housing Expert at Sharratts (London) LLP and Board Member at Greatwell Homes - Confirmed
09:30 am
RSH Keynote: Delivering for Tenants: The Consumer Standards and their Implications for Tenant Engagement
Jack Smith, Assistant Director Assessment and Tenant Engagement, Regulator of Social Housing - Confirmed
Hear directly from the Regulator of Social Housing six months on from the new consumer standards coming into effect. Learn about the judgements it has reached to date and what landlords and engaged tenants should pay attention to. During this session you will learn about the regulator’s approach, how tenant engagement features in inspections and how tenant insight contributes towards its judgements.
This session will include time for questions.
10:15 am
Housing Ombudsman Keynote: A Spotlight on Attitude, Respect, and Rights: A Relationship of Equals
Kathryn Eyre, Director of Quality, Engagement and Development, Housing Ombudsman - Confirmed
the Housing Ombudsman’s report assesses what it means to be vulnerable in social housing in 2024, what “vulnerable” means, and how social landlords can better respond to the needs of those residents. The report calls for a a Royal Commission to create a long-term plan for social housing after finding that current approaches for the sector are not working for residents with a vulnerability.
*This session will include time for questions
10:45 am
Break
11:00 am
Panel Discussion: Fostering Inclusive Community Engagement: Strategies for Housing Providers to Connect with Diverse Populations
To ensure meaningful and representative engagement with all parts of the communities in which housing providers work, the sector must learn how to engage with and meet the needs of a diverse number of people from different socio-cultural backgrounds. Fostering inclusive tenant engagement is crucial for improving service quality, building trust and ensuring accountability.
Discussion points include:
Understand the barriers to engagement that under-represented groups are facing
Effective methods of co-creation with tenants and staff
Consider the breadth of adjustments for engaging people with visual or hearing impairments, learning disabilities or neurodiversity
Hear how to successfully engage young people in your tenant participation structure
Develop a ‘human-centric’ model of service provision which responds to a vulnerable person’s individual needs and circumstances
John Simmonds, Resident Engagement and Experience Manager, Housing 21 - Confirmed
Jeremy Porteus FRSA, Chief Executive, Housing Learning and Improvement Network - Confirmed
Wendy hind, Tenant involvement Officer/Equality Steering group, Oxford City Council – Confirmed
Debra Edwards, Resident and co-production champion, Haringey – Confirmed
Dr. Mostafa (Kamal) Attia, Board Member, Disability Rights UK and Experienced Disabled Consultant – Confirmed
12:00 pm
Lunch
1:00 pm
Social Housing Action Campaign (SHAC) Case Study: Effectively Responding to Tenants' Concerns
Following the tragic death of Awaab Ishak in 2020, which occurred after his family’s social landlord repeatedly ignored their concerns and failed to take action, the Coroner's ruling underscored the critical importance of landlords taking residents' concerns and complaints seriously.
In this session, hear directly from SHAC, on the work they are doing to improve the lives of those who live in housing association properties and to reduce the commercialisation of the sector. Their aims include genuine tenant and resident democracy, improved repairs and maintenance services, reduced rents and service charges, better health and safety provisions for all and an end to the exploitation of housing workers.
Social Housing Action Campaign (SHAC) - Confirmed
1:45 pm
Panel Discussion: Increasing Tenant Representation Across Boards: Involving Tenants in Decision-Making
This session will explore the role of tenants in ensuring good board oversight and corporate governance and provide ways to strengthen accountability to tenants. Learn strategies for recruiting diverse voices, building inclusive boards that represent community demographics, and effectively responding to tenant concerns. Discover how tenant input can drive better decision-making, compliance and service quality. Ultimately safeguarding the reputation and sustainability of housing providers.
Discussion points include:
Increase tenant representation on boards while maintaining good governance and managing risk
Define and foster a great board culture that supports healthy challenge and constructive conflict
Recruit diverse voices and individuals from non-traditional backgrounds
How to build confidence and trust for these groups to participate and help influence services and communities
Gain approaches to strengthening board-level accountability to tenants
Recognise diversifying boards as a means of making them more resilient
Kai Jackson, Resident and Advisory Board Member at the National Housing Federation – Confirmed
Stephen Griffiths, Social Housing Resident - Confirmed
2:30 pm
What Will Tenant Engagement Look Like Under the New Labour Government?
Hear insights into the Labour party’s vision for the future of social housing, particularly in light of the recent election results. Hear more about Labour's initiatives to rebuild social housing stock and how these efforts align with the improving tenant engagement and satisfaction. Hear directly from the Labour Housing Group and receive insights into the critical issues facing the social housing sector and Labour’s plans and goals for the social housing.
Sarina Kiayani - Labour Housing Group - Confirmed
Andy Bates - Labour Housing Group - Confirmed
3:00 pm
Chairs Closing Remarks
Kevin Edwards, Social Housing Expert at Sharratts (London) LLP and Board Member at Greatwell Homes - Confirmed
In this final session, delegates recap the key knowledge and insights gained from the event, which will serve as a foundation for ongoing efforts to build stronger, more connected communities. Outline the key next steps you can take to apply what you’ve learned to your organisation and the communities you serve.
3:15 pm
Programme close
Pricing
Public Sector
£195 + VAT
Private Sector
£245 + VAT
Developing a More Effective Volunteer Strategy
Date & Time
Thursday 19th September, 2024
09:30 AM - 16:30 PM
Venue
Online
CPD Certified
Availability
Limited Availability
Purchase
Overview
In the landscape of volunteerism, the UK is facing unprecedented challenges. Campaigning efforts have plummeted by 50% since 2018 and volunteer satisfaction is on a downward spiral, fuelled by rising expenses, unrealistic expectations and overwhelming time commitments. Volunteering is ever-changing and requires charities and organisations to adapt to these shifts and proactively shape their volunteer strategies to thrive in this evolving environment.
Our Developing a More Effective Volunteer Strategy event is a critical opportunity for organisations to stay ahead of the curve. Gain a comprehensive exploration of volunteering trends, providing actionable insights to revitalise your volunteer initiatives and ensure sustained impact. Hear directly from organisations whom have successfully developed volunteering strategies. By doing this you will be able to better recruit, retain and develop volunteering.
Leave the day with an action plan to develop a more effective vision for volunteering for your organisation.
Learning Outcomes
Gain insights into current and emerging volunteering trends, enabling proactive adaptation
Discover innovative strategies to better recruit, retain and develop volunteers
Effectively harness technology and AI to optimise your volunteer management strategy
Develop a comprehensive action plan to elevate your organisation's volunteer strategy
Lead Trainer
Rob Jackson
Volunteering Consultant
Speakers
Lucia Ciolanel, Volunteer Engagement Manager, Asthma & Lung UK - CONFIRMED
Agenda
9:30 am
Logging on and Accessing the Online Platform
9:45 am
Trainer’s Welcome and Overview of Learning Objectives
Rob Jackson, Volunteering Consultant - CONFIRMED
10:00 am
Understanding the Changing Volunteer Landscape
Explore the changes in rates of volunteering and the amount of time volunteers give
Understand how attitudes to volunteering have changed in the last few years
Outline the key reasons as to why people do and don’t volunteer
Understand the evolving expectations of volunteers regarding their roles, impact and experiences
Rob Jackson, Volunteering Consultant - CONFIRMED
11:00 am
Morning Break
11:15 am
Group Work and Feedback
During this interactive session, delegates have the opportunity to reflect on what they have discussed and learnt so far. Join other individuals working across the third sector in gaining feedback from the expert trainer and apply insights to your organisation.
12:00 pm
Improving Recruitment and Retention
Gain strategies for making volunteer opportunities at your organisation stand out in a landscape of increased competition
Gain techniques for effectively promoting the benefits and outcomes of volunteering
Learn how to demonstrate the value of volunteering and champion for the role of volunteers internally and externally
Identify next steps to improve recruitment and retention
Lucia Ciolanel, Volunteer Engagement Manager, Asthma & Lung UK - CONFIRMED
1:00 pm
Lunch
1:45 pm
Understanding AI and it’s implications for Volunteer Engagement Professionals
Understand what AI is and the risks and opportunities it presents to volunteer management
Gain practical applications of AI in streamlining volunteer recruitment processes
Discuss how you might apply AI in your work with peers and share examples of how it’s being used already
Rob Jackson, Volunteering Consultant - CONFIRMED
3:00 pm
Afternoon Break
3:15 pm
Workshop: Develop an Effective Action Plan
Delegates have the opportunity to reflect on what they’ve explored today and discuss the opportunities and challenges that present in the near future.
Develop an action plan for improving your volunteer strategy
4:00 pm
Final Q&A
*programme subject to change
Pricing
NHS and Voluntary Sector
£245 + VAT
Public Sector
£345 + VAT
Private Sector
£445 + VAT
Effective Child Safeguarding
Date & Time
Tuesday 3rd December, 2024
09:25 AM - 16:30 PM
Venue
Online - Accessible
CPD Certified
Availability
Limited Availability
Purchase
About
The number of police recorded child cruelty offences are increasing, with the latest report by the Child Safeguarding Practice Review Panel revealing almost 400 children were seriously abused or neglected in England between April 2022 and March 2023. The report revealed that it is essential that the right systems are in place to protect children and support families to thrive.
This Child Safeguarding online training programme provides you with a deep dive into the latest developments and policy frameworks, equipping you with the tools to navigate the complex landscape of child safeguarding. Gain strategies for implementing a holistic, whole family approach to safeguarding, infusing every action with professional curiosity.
This course is designed to equip you with the essential skills, knowledge, and strategies to proactively safeguard children, ensuring a safer and more supportive environment. Effectively engage with children and families and foster a culture of collaboration that transcends agency boundaries.
By the end of the course, you will have the skills, insights and knowledge to identify and tackle child safeguarding concerns head-on, including online threats. Sensitively and proactively engage with children and families to improve early intervention and create an action plan to improve your safeguarding practices and protocols.
Learning Outcomes
Understand the various forms of child abuse and their indicators
Learn how to respond appropriately to suspected or disclosed abuse
Gain knowledge of safeguarding policies, procedures, and legal responsibilities
Foster a culture of perpetual growth and improvement within your organisation to stay ahead in safeguarding practice
Learn how to adopt a child-centred approach to safeguarding
Effectively communicate and collaborate across agencies to drive impactful safeguarding
Lead Expert: Nikki Holmes
CEO
Safer Together
Former Children’s Services Inspector
Care Quality Commission
Nikki began her career with West Midlands Police. She also managed and developed a young person’s substance misuse service in Warwickshire and led the development of Hidden Harm Pathways (recognised by the CQC as an exemplar of outstanding and innovative practice that should be replicated nationally).
In 2017, Nikki joined the CQC as a Children’s services inspector where she led and contributed to a range of National Review processes. She also managed a portfolio of children’s homes and remains a bank Children’s Services Inspector.
In 2020, Nikki launched Safer Together and became an accredited SILP reviewer and author of Domestic Homicide Reviews (DHRs), Safeguarding Adult Reviews (SARs) and Child Safeguarding Practice Reviews (CSPRs).
Agenda
9:25 am
Logging on and Accessing the Platform
9:30 am
Welcome and Clarification of Learning Objectives
10:00 am
Understanding the Recent Developments in Child Safeguarding
Review the current challenges and opportunities for Child Safeguarding
Understand the implications of new policy frameworks for safeguarding leaders and practitioners
Outline the legal and ethical frameworks surrounding child protection
Explore the Child Safeguarding Practice Review Panel annual report 23/4
10:45 am
Recognising Signs of Abuse in Children
Explore the physical, behavioural and phycological indicators of abuse
Recognise and record patterns or clusters of indicators over time
Adopt a proactive approach to spotting signs and taking action before disclosure
Learn strategies for taking appropriate action before a child discloses abuse
Understand the importance of creating a safe and supportive environment where children feel comfortable sharing concerns
11:30 am
Morning Break
11:45 am
Keeping Children Safe Online
Develop analytical skills to assess complex safeguarding issues
Learn how to promote a culture of learning and improvement within your organisation
Widen the lens: Considering the “WHY” as opposed to the “What”
Understand the impact of vicarious and organisational trauma on effective review process
12:30 pm
Embodying Effective Leadership and Critical Thinking
Develop analytical skills to assess complex safeguarding issues
Learn how to promote a culture of learning and improvement within your organisation
Widen the lens: Considering the “WHY” as opposed to the “What”
Understand the impact of vicarious and organisational trauma on effective child safeguarding practices
1:15 pm
Lunch Break
2:15 pm
Effectively Engaging with Children and Families to Improve Early Intervention
Outline best practice in early intervention and family help
Understand the ethical considerations when engaging with children and families
Gain effective communication techniques for building rapport and establishing trust with children and families
Explore how to tailor communication and activities to the child's age and developmental stage
Consider the racial, ethnic and cultural identity, and impact on the lived experience of children and families
Explore how to reduce the risks of harm within the home
3:00 pm
Improving Partnership and Collaboration Across Services
Understand the importance of a multidisciplinary approach to child safeguarding
Recognise and address the main barriers to effective partnership
Explore communication techniques to facilitate effective collaboration between agencies
Gain strategies for clear and timely information sharing while maintaining confidentiality
Develop strategies to promote a culture of collaboration and mutual respect among agencies
Learn how to improve information sharing of current risks and trends in your local area
3:45 pm
Workshop: Putting Learning into Practice
In this final interactive workshop, delegates will have the opportunity to develop actional steps to improve their child safeguarding review process within their organisation, utilising the key learnings from the day.
Develop robust strategies for improving engagement with the families and children you work with
Collaborate with your peers to devise how to foster cross-agency collaboration and communication, leveraging shared experiences and expertise
Determine practical approaches for enhancing learning, training, and continuous improvement initiatives within your organisation
Create an action plan to enhance safeguarding measures within your organisation
4:30 pm
Closing Remarks and Q&A
*Programme subject to change
Pricing
Health & Voluntary Sector
£245 + VAT
Public Sector
£345 + VAT
Private Sector
£445 + VAT
Effective Governance and Leadership
Date & Time
Tuesday, 2nd July 2024 9:30 AM - 3:45 PM
Venue
Online CPD Event
Availability
Limited Spaces
Purchase
Overview
When done right, combining governance and leadership ensures the seamless operation and improvement of public sector services. Governance and the success of it has recently started revolving around three main factors – efficiency, quality and transparency. It is growing increasingly important to identify the correct opportunities for improving the quality of governance and ultimately the quality of service to the public.
Our Effective Governance and Leadership online event teaches you how to utilise your leadership skills to improve your organisation’s governance structures and systems. Learn how to review and improve the role of your boards and make them work more effectively.
Learn about good governance practices, the importance of cross sector collaboration and build on skills to tackle new and emerging challenges. Take back an effective governance and leadership toolkit to improve your organisations performance, better manage risks and optimise service delivery. Collaborate with your peers to share insights and experiences, and utilise your shared knowledge and the trainers expertise, to develop your toolkit. Embed advanced leadership techniques and models of good governance into your organisation.
Learning Outcomes
Understand and apply more effective leadership tools and techniques
Utilise your leadership skills to support your organisation’s governance
Develop more effective structures and systems for better governance
Improve how you manage risk and improve performance
Take back a leadership and governance toolkit to your organisation
Lead Expert
Mike Wistow
Leadership and Governance Consultant
Agenda
9:30 am
Welcome and Clarification of Learning Objectives
10:00 am
Understanding Leadership and Governance Theories and Models
Overview of leadership and governance theories and models (such as the direction and control concepts)
Discuss with the trainer and other delegates how these might be applied within your organisation
Learn about good governance in the public sector
10:45 am
Break
11:00 am
Leadership and Governance: Working with Others
Good Governance: Direction and Control
Work in groups to share experiences in different sectors
Learn about the intricate link between leadership and governance
11:45 am
Developing More Effective Structures and Systems for Good Governance
Develop appropriate structures that support better governance
Understand the impact of strong cross-organisational relationships on governance
Review the role of the board and how to make it work better
Managing Risks and Understanding Performance: When do you have enough Assurance?
1:00 pm
Lunch
2:00 pm
Workshop: Develop an Effective Leadership and Governance Toolkit
In this session, you will review the day’s learning and consider leadership and governance tools and approaches to take back to your organisation.
Strategies to help improve the governance of your organisation
Leadership techniques to support better governance
Models of good governance in the public sector
Develop key action points to take back to your organisation
3:30 pm
Question and Answer Session
This is an opportunity for delegates to ask questions and review the day’s learning
3:45 pm
Training Close
*programme subject to change
Pricing
Public Sector
£345 + VAT
Private Sector
£445 + VAT
Developing a Menopause Policy
Date & Time
Thursday 20th June 2024
9:30 AM - 2:30 PM
Venue
Online CPD Event
Availability
Available
Purchase
Overview
With the recent guidance from the Equality and Human Rights Commission (EHRC) clarifying legal obligations to workers going through the menopause, it is now essential for organisations to have a more effective menopause policy in place to mitigate the potential threat of being sued and avoid claims for discrimination under the Equality Act 2010.
Research from Bupa has shown that almost a million women have left their job because of menopausal symptoms, while CIPD research shows that around one in six people (17%) have considered leaving work due to a lack of support in relation to their menopause symptoms. It is crucial that employers understand what the menopause is, how it may affect the women that work in their organisation and how to create a workplace and culture which better supports employees.
This Developing a Menopause Policy online event provides you with a comprehensive understanding of the main stages and symptoms of the menopause, giving you a greater knowledge of the emotional and physical impacts it has on women in the workplace. Gain invaluable strategies and tools to break the stigma surrounding menopause, enabling compassionate and effective communication with your team.
By the end of this transformative and inclusive event, you'll be armed with an impactful menopause policy ready to be implemented, fostering a more supportive, understanding workplace that enhances employee satisfaction and productivity. Take back to your organisation a policy that truly supports menopausal employees and fosters greater understanding across the board.
Learning Objectives
Gain a clear understanding of what the menopause is and the varying symptoms
Understand the benefits to both your organisation and employees, of supporting menopausal employees
Learn how to compassionately communicate around the topic of the menopause
Recognise and tackle the main barriers preventing vulnerable women from accessing menopause-related healthcare and support
Gain strategies for creating a more inclusive and productive workplace
Develop a comprehensive menopause policy, utilising key insights and learnings from the day
Lead Trainer
Julie Dennis
Menopause in the Workplace Specialist
Agenda
9:20 am
Logging On and Accessing the Online Platform
9:30 am
Trainer’s Welcome and Clarification of Learning Objectives
9:45 am
Understanding the Fundamentals of Menopause
Gain a better understanding of the EHRC guidance on legal obligations
Understand the main stages of menopause; perimenopause, menopause, post-menopause
Learn the variations in symptom severity and duration
Outline the ways menopause physically effects women
Explore the emotional and psychological impacts of menopause
Understand the importance of addressing menopause in the workplace
10:15 am
Breaking the Stigma, Identifying Barriers and Tackling Disparities
Explore the cultural dimensions of menopause and their impact on disparities
Explore how workplace culture may contribute to menopause stigma and the impact of language on perpetuating stigma
Gain strategies for effectively and openly communicating about the menopause and promoting cultural sensitivity in menopause support initiatives
Identify barriers preventing vulnerable women from accessing menopause-related healthcare and support
Gain strategies for fostering empathy and inclusivity among colleagues
Understand the importance of awareness-raising and action to normalise the issue
Learn methods for engaging varying demographics in menopause support schemes
11:00 am
Break
11:15 am
Creating a Supportive work environment
Understand the importance of addressing menopause in the workplace and how the menopause relates to the law and discrimination
Gain a better understanding of the EHRC guidance on legal obligations
Outline how the work environment can impact the wellbeing of those experiencing menopause
Learn workplace changes and initiatives you can implement to support women in the workplace
Outline how to effectively and empathetically manage the performance of employees with the menopause
11:45 am
Neurodiversity and Women’s Brain Health at Work
In this session, delegates will gain insights into how neurodivergence can impact women differently, particularly during the menopause and how neuroinclusion can improve women’s health at work. Explore the varying impacts of menopause on the brain and the neurological symptoms women can experience during the menopause process.
Naomi Glover - Applied Neuroscientist & Brain Health Specialist
12:15 pm
Lunch Break
1:15 pm
Workshop: Developing a Menopause Policy
Define the objectives of the menopause policy: supporting health and well-being, promoting inclusivity, improving workplace culture
Identify and discuss the specific needs and challenges faced by employees experiencing menopause within your organisation
Consider ways to establish supportive communities within your workplace
Identify strategies you can implement to better support menopausal employees
Develop an action plan for implementing changes in the workplace
2:15 pm
Closing Remarks and Q&A
This is an excellent opportunity to review the day’s learnings and have your outstanding questions answered.
*Programme subject to change
Pricing
Central & Local Government | Housing (Online Price)
£345 + VAT
Private Sector
(Online Price)
£445 + VAT
Develop a Successful Income Generation Strategy For Your Charity
Date & Time
Tuesday
7th May, 2024
9:30 AM - 4 PM
Venue
Online
Availability
Limited Spaces Available
Purchase
Overview
Diversifying and increasing income isn't just a necessity; it's the number one priority for charities, to remain sustainable and fulfil their purpose. It is vital that organisations across the third sector improve and innovate the ways they generate funds, in response to increased competition, the cost-of-living crisis and reduced public funding. The ability to generate commercial income offers a strategic means of adapting to these challenges, ensuring resilience in the face of uncertainties.
This Develop a Successful Income Generation Strategy For Your Charity online event provides a deep-dive into the recent trends and changes in charity income, and outlines the crucial ethical and regulatory standards you must adhere to when generating income. This comprehensive programme equips you with innovative and proactive tools to effectively diversify your income streams and improve your organisations financial resilience.
Reframe your fundraising strategy to remain competitive and authentic in your fundraising and learn how to successfully fulfil your charity’s mission, whilst generating alternative sources of income. Gain best practice for proactively identifying and mitigating the risks associated with income generation and receive key insights into ensuring your charity achieves financial sustainability. Understand how you can create and implement a robust and innovative advanced engagement strategy for future donors.
Leave the day with strategic and proactive fundraising strategies, and a robust income generation strategy aligned with your charity’s mission. This strategy will reflect a nuanced understanding of recent trends, diversification methods, and the potential for commercial income. By the end of the programme, you will take away key learnings, knowledge and insights which will ensure your charitable organisation not only survives but thrives in the ever-evolving funding landscape.
Learning Objectives
Explore the recent trends and challenges in funding in the third sector
Outline how your organisation can meet the regulatory standards of the charity commission and fundraising regulator
Reframe and transform your fundraising strategies and boost donor engagement
Gain practical and innovative methods for generating commercial income
Adapt a proactive approach to managing the risks and rewards of income generation
Learn how to effectively leverage digital tools to enhance the efficiency and impact of fundraising efforts
Develop an ambitious income generation strategy for your charity that aligns seamlessly with your mission
Lead Trainer
Stuart Riddington
Managing Director, Bluewater
Agenda
9:25 am
Logging on and Accessing the Platform
9:30 am
Trainer’s Welcome and Clarification of Learning Outcomes
House keeping
Introductions
Objectives and meeting your learning needs
10:00 am
Navigating the Landscape of Income Generation
Examine the recent trends in public funding and income generation for charities
Grasp the regulatory expectations and requirements which impact charities as they diversify income sources
Analyse the factors affecting charities' income generation, including economic downturns, the rising cost of living, and intensified competition for donations
Outline the importance of ethical fundraising practices and compliance with relevant regulations
10:45 am
Embracing Digitalisation
Understand how to embrace digital storytelling as a more effective strategic tool for donor engagement
Explore how you can diversify your fundraising income with digital fundraising
Learn innovative digital marketing techniques that attract increased donations and broaden your charity's impact
Enhance how you utilise data, strategically tailoring appeals and improving donor engagement for optimal fundraising outcomes
Improve your communication strategies and strategically personalise interactions to meet the preferences and expectations of donors
11:30 am
Break
11:45 am
Transforming Your Fundraising Strategy
Improve your skills to develop more compelling and effective fundraising campaigns which elevate giving levels
Gain innovative and practical strategies to diversify fundraising methods
Learn how to utilise your existing resources and create an impact with what you have
Create more effective fundraising campaigns that drive impactful results
Learn how to successfully align fundraising strategies with your organisations mission, ensuring sustained success
Acquire methods for better engaging donors, and developing relationships that foster commitment and continued support
12:30 pm
Lunch
1:15 pm
Generating Commercial Income whilst Maintaining Your Mission
Understand what commercial income is and why diversifying your revenue streams increases financial sustainability
Gain innovative methods of generating commercial income and strategically evaluate their effectiveness for your organisation
Evaluate if commercial income is right for your charity through an assessment of key factors: values alignment, existing assets, available financial investment, and current culture and competencies
Implement effective income generative initiatives which align with your organisations mission and maximise social impact
Balance social impact and financial sustainability strategically, for long term success
2 pm
Mitigating Risks and Maximising Rewards
Outline the regulatory standards you must adhere to when generating income
Understand the reputational and financial risks associated with income generation initiatives
Learn how you can effectively minimise your initial exposure when generating income
Explore how to successfully identify and mitigate risks while optimising rewards associated with income generation
Develop contingency plans for unexpected challenges, proactively developing strategic responses that minimise disruption and optimize recovery
Explore how to foster resilience in fundraising efforts and ensure your organisation withstands challenges
2:45 pm
Workshop: Develop a Resilient Income Generation Strategy
This interactive session gives delegates the opportunity to reflect on their individual organisations and draft an income generation strategy tailored to their mission, drawing together all the learning accumulated over the day to ensure you have the knowledge and skills to increase your funds.
Re-evaluate and clarify your charity’s goals for the next five years
Establish your donor demographic and comprise ways of broadening your reach
Consider the assets your organisation can utilise for diversified and resilient income streams
Explore financially viable opportunities for new income streams and adapt a strategic approach to ensure they remain innovative and relevant
Devise how to harness technology to improve engagement and the success of your fundraising efforts
Reframe your fundraising strategy to remain competitive
3:45 pm
Closing Remarks and Q&A
4 pm Training Close
*programme subject to change
Pricing
Public and Third Sector
£345 + VAT*
*Registered charities may use discount code EBVIR20 for an extra £20 off
Private Sector
£445 + VAT
Utilising Customer Insight to Improve Service Delivery
Date & Time
Tuesday 18th June, 2024 9:30 AM - 3:30 PM
Venue
Online
Availability
Available
Purchase
Overview
With increasing demand, growing expectations and customer satisfaction for public services continuing to fall each year, it is imperative that these services listen to their consumer base, take accountability and transform their reputation. It is essential for public sector organisations to find innovative ways to improve service delivery.
Effectively utilising customer insight can help you design and deliver services that are more relevant, responsive and respectful to service users, ensuring that they meet or exceed their standards. When organisations deliver personalised, one-to-one communications and experiences, both customers and organisations can see better outcomes.
Attend the Utilising Customer Insight to Improve Service Delivery CPD event to bring the following benefits to your organisation:
Enhance customer satisfaction, loyalty, accessibility and trust
Reduce customer churn, negative word-of-mouth and reputational damage
Improve service quality, efficiency and effectiveness
Increase innovation, adaptability and resilience
Demonstrate accountability, transparency and professionalism
Customer insight can also help you identify and address any gaps, issues or opportunities for improvement in your service delivery and communicate effectively with them.
Apply behavioral science techniques and examine evidence-based decision making, focusing on customer research and insight techniques to drive change and improve public services.
Learning objectives
Identify the information you need to create the best customer service, based on what’s in your ability to change
Identify and overcome the problems present in most research
Gain techniques to better appreciate how your customer interacts with your service
Learn how to effectively implement customer journey mapping
Learn and apply the underlying principles of behavioural science for improved service delivery
Plan the development of customer insight for your organisation and the needs of your customers
Lead Expert: Albert Hamilton
Chief Executive
CARD Group
Albert Hamilton is Chief Executive of internationally active research agency CARD Group, working with clients spanning global brands to local authorities. He has degrees in Statistics & Operational Research and in Philosophy and Psychology which he invests daily as a practicing research consultant in behavioural science, employee productivity and brand development. He has led more than 2000 research projects involving more than two million international participants, investing a wide range of qualitative, quantitative and innovative techniques. He serves as a Board Member of two charities involved with youth welfare and theatre.
Agenda
9:30 am
Login and Accessing the Online Platform
*Please note this training will run entirely via an online platform (Zoom). Specific joining instructions and guidance will be provided to registered delegates prior to the training day.
9:45 am
Chair’s Introduction & Clarification of Learning Objectives
All sessions at this training will be interactive, and attendees will have regular opportunities to pose questions to our expert trainer, engage in discussions with peers, and leave the day equipped to deliver the step-change needed to meet increased demand for service with reduced budgets.
The opening session will be an opportunity to share key challenges to ensure the training is tailored to these needs.
10:00 am
Replacing Common Customer Insight Myths and Practices
Join our expert trainer in this introductory session to:
Understand perspective taking and learning what aspects of service you can and cannot change
Transform the mind-set of public services, recognising that innovating and improving services benefits both the organisation and customer
Learn the most best research pathway to really understand what your customers want which is both cost and time effective
Learn how to innovate research methods and avoid common errors in standard research
11:00 am
Morning Break
11:20 am
Understanding What People Really Think of Your Service
This session will consider:
Understand why customer insights are more advanced than standard research
Hear how your marketing and communication is really processed by your customers
Learn how to understand different personality types and their priorities to improve service delivery
12:30 pm
Lunch Break
1:15 pm
Creating Lasting Change in Your Service
In this session you will consider how to better communicate with your customers so they know what to expect.
Learn important behavioural science concepts for communicating with your customers
Explore how some adverts can unintentionally alienate your customers – even big brands can get it wrong
Learn how to use storytelling to enhance customer trust and emotional connection
The Momentum model – the drive and drag of communicating your offer
2:15 pm
Comfort Break
2:30 pm
Customer Journey Mapping
Understand the benefits of customer journey mapping
Explore the key components of the mapping process
Identify communication touchpoints you may not have yet implemented and include them in your customers journey
Understand personas and demographics in customer journey mapping
Learn best practice and innovative ideas for conducting interviews and customer research
Learn how to produce and present qualitative data
3:15 pm
Closing Discussion Workshop: Putting Learning Into Practice
This session draws the day together to give you a plan to use to improve customer insight for better service delivery. Delegates will have the opportunity to share the different specific challenges and common issues they have faced in their organisations and share how they seek to overcome them.
Embedding customer insight into your organisation’s service design strategy
Using better data to inform both digital and verbal customer service
Customer centric service design
Creating a culture of customer satisfaction within your organisation
How to implement this in your organisation
4:00 pm
Feedback, Evaluation & Close
*Programme subject to change
Pricing
Private Sector
£445 + VAT
Voluntary Sector Rate (Large Charities - Over £1m Income)
£345 + VAT