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September 2021 Accolades awards magazine
Skills for Care | Accolades September 2021
Welcome to our brand new
Accolades awards magazine!
Having paused our usual in-person award ceremony, we
wanted to find a new way to celebrate those people and
organisations across social care who exemplify the passion,
commitment, excellence, and innovation in care. They are the
people who have and continue to support our families and
communities.
This is why we decided to launch the Accolades awards
magazine – a new publication that will put a spotlight on the
people and organisations who are going the extra mile to be
supportive employers and deliver personalised care.
In this edition, we take an in depth look at some of our past
award winners and finalists – each of whom have taken the
time to share information about their services, how they’ve
adapted during the pandemic, and to provide some useful
advice and ideas for their peers. We hope you find their stories
as thought provoking as we did. Maybe you’ll even spot an
idea or two that you can try out at your own service.
We also hope the Accolades awards magazine will become an
additional forum to celebrate those people going above and
beyond to champion and improve social care.
If you have a story or case study that you think should be
featured in our next edition, please don’t hesitate to get in
touch via accolades@skillsforcare.org.uk.
On behalf of everyone at Skills for Care, I want to take this
opportunity to thank all of you for the hard work, dedication,
and bravery you have shown over the past year. Your ability
to adapt under pressure, support your colleagues and deliver
high quality care under the most challenging of circumstances
has been nothing short of inspirational, and the whole country
is grateful.
We hope to be back with the Accolades in 2022. In the
meantime, we hope you enjoy this very special edition of our
Accolades awards magazine.
Best wishes,
Oonagh Smyth
Chief Executive Officer
Skills for CareSkills for Care | Accolades September 2021
Our values are our compass:
they guide everything we do Going the extra mile
Thanks to technology, lockdown
didn’t have to mean loneliness.
Future Directions provided each
Future Directions CIC supports people of all ages Recruiting the right people house with iPads and partnered
living in supported tenancies, including people with with Apple to provide training so
a learning disability, people with physical and mental This approach is certainly working. Staff turnover people can get the most out of
health needs, autistic people and others. is low, with most leavers in their early 20s and still them. They kept in touch with
exploring long-term career choices. Future Directions family and friends and enjoyed the
At the last inspection, Care Quality Commission actively enlists people from the communities they weekly Facebook live session with
praised the organisation for offering the people serve, putting cards up in local shops or posting singing, dancing, jokes, games,
they support: “an exceptionally personalised them through residents’ letter boxes. Being adaptable and shout-outs. They could
service which met their specific support needs, also take part in online activities
preferences and wishes, and which helped them There’s a ‘recruit a friend scheme’ where staff Future Directions’ face-to-face
including weekly yoga sessions,
live full and meaningful lives.” can earn anything from £100-£500 in high street Being creative induction used to take place over
community choir, brew and banter,
vouchers for referring a friend. There are career fairs nine – 10 days for those recruited
In light of COVID-19, Future and Sci-Fi Club.
This approach extends to staff, too. Even in and neighbourhood events with Job Centre Plus, Job for mental health posts. But, the
lockdown, the managing director made time to Clubs, day centres and mum and toddler groups, all Directions has been doing more pandemic meant this has had to The 2020 Christmas party was
organise an online afternoon tea with colleagues and providing a place to advertise jobs. The company video interviews via Microsoft change. a great success. “Usually, we
people supported, recognising the contribution of uses social media to target young people and has Teams and Zoom. But recently would have a party in one venue
staff making a huge difference to people’s lives. relationships with several local universities to help fill it has returned to face-to-face “Now it’s just two days. So,
for staff and about 350 of the
nursing vacancies. recruiting for a new service in it’s more important than ever
people we support,” said Emily.
We spoke to Emily Paine, Business Development Rochdale. that people are driven by
Coordinator, and Paul Lord, Learning and Its values-based recruitment process has been doing the right thing for the “This time we had presents
Development Manager, about Future Directions’ five in operation for well over five years. Prospective “We score candidates on their right reasons,” said Emily. “We and party food delivered to the
underlying values: put people first; go the extra mile; staff are interviewed by people supported and their answers and then the panel has also make sure we support houses. Everybody tuned in
be transparent; be creative; be adaptable. families. This meeting is designed to identify the a discussion. We ask, ‘Did you new colleagues in skills for the virtual Christmas party,
candidate’s values and ensure a good fit for the get the right feeling from them? development, often by having complete with Christmas music
“These values are the key components of service. Then, there’s a second stage interview with Do they have the right values?’’ additional colleagues working and the bingo game and Santa
recruitment, staff development and career managers. says Emily. “Even though alongside them so there’s Claus appearing on screen.”
progression. Everyone leading and working at we can’t have the people we always someone to help them.”
Future Directions lives by those values when support in the room with us Such was the event’s success that
shaping the service and engaging with the wider right now, we’re still thinking Recently, the organisation Future Directions intends to keep
community,” said Paul. about their specific needs and recruited many people made the digital gathering as an option
which staff would work best redundant from jobs in retail, with once the pandemic ends. Emily
with them.” no previous experience in care. said:
It’s especially important that they
Future Directions is about to trial receive training in the company’s “We noticed that some people
a recruitment policy based on the ethos, for which eLearning liked it better. Some wheelchair
Mr Men and Little Miss characters is currently the main delivery users find it harder to get out
created by Roger Hargreaves. method. and don’t always want to stay
Developed by Timpson, the shoe for long. This way they will have
repair and key cutting firm, this “Most care staff find it a choice in how they socialise.”
profiling tool matches interviewees daunting,” said Paul, “but
to different personality types. The Future Directions recognises
Mr Men and Little Miss characters this. We’ve added additional
have been renamed to fit the interactive videos and
Future Directions values, the checklists to the learning
goal being to recruit people with platform and we’re now looking
the right personality traits and to use the ‘flipped classroom’
attitudes for the job. Individuals model – the blended use of
exhibiting the Nicky Neat and online technology to support
Happy Harry traits will do well; delivery of face-to-face
Grumpy Gill, rather less so. sessions – in our inductions
later this year. This will reduce
“Sometimes, there are gut time spent in classrooms and
reactions you can’t quite put support blended learning;
your finger on; the Mr Men staff can complete readings
model is a way of capturing and work prior to the training
this,” Paul said. “It’s also an session, which reinforces
inclusive model for the people training more effectively during
we support because it’s visual.” the face-to-face session.” www.futuredirectionscic.co.ukSkills for Care | Accolades September 2021
Most effective approach to
leadership and management members’ career goals and how to achieve them,
prioritising recruiting from within the organisation.
They use HR tools and allow staff and clients to
nominate individuals for promotion through
Manor Community – ‘Know the way, go the way, show the way’ Microsoft Teams and PerkBox to identify
‘Risings Stars’, as well as those who
Manor Community support people with a learning disability, people with mental ill-health, require extra support.
and older people, to enable them to lead as independent a lifestyle as possible. Their
services include community care, supported living, residential care and homecare, and they The Rising Stars are then put on
pride themselves on promoting disability rights and adding social value to their local community. a ‘Beam Me Up’ programme
which includes intense training,
We spoke to Carly Smith, Registered Community Care Manager at Manor Community, who told us how the mentoring with directors inside
organisation’s tight-knit culture, and a dedication to strong internal communications, learning and reflection, and outside of the organisation, Looking ahead
have helped bolster support for team members and keep staff turnover low throughout the pandemic. and peer support groups. By Reflecting on last year’s positive experiences, Manor
reflecting on different leadership Community plans to continue taking advantage
styles throughout this training, of digital resources, such as Microsoft Teams, to
Carly emphasised that the benefit of promoting and ensuring that managers increase cross-organisation communication and
a safe environment shone through during the can demonstrate how they ensure no staff members are isolated by assessing
pandemic. At the start of the pandemic, all embed Manor Community’s usage levels. Each staff team will continue to use
management teams completed a 12-week training values within their work, Manor the group chat function to build team relationships,
course on resilience, to allow them to effectively Community has been able to discuss best practice and raise any concerns,
“Our leadership and management support their team. Every week a different member build a strong management team ensuring every voice is heard even when teams
approach is co-productive. Rather of the management team leads a weekly all-staff call with seamless progression. Carly told us: aren’t physically together.
than leading top-down, all levels of on Microsoft Teams and management also regularly
check in with staff individually. Carly explained: “As many managers have worked their way Being committed to UN Sustainable Development
management co-create, co-design up through the organisation, progression
and co-produce care practice and Goals on an organisational level, Manor Community
“We found that because of our company culture, opportunities are clearly demonstrated, tying into will continue to drive its vision and direction through
strategies. staff were able to openly discuss concerns, both how management ‘show the way’. All managers community work that drives social value, promoting
personal and professional, allowing management are also required to spend time working on shifts equality through diversity training and supporting
“Directors work with the senior team, to rapidly find solutions. with the staff team, which increases cooperation team members through perks such as counselling,
who work with other staff, clients, and and helps managers identify future leaders. medical insurance, and guidance on healthy
families – through family networks “We use knowledge management to find solutions
to any problem, giving rise to management’s “For external recruitment, we ensure our job lifestyles.
and focus groups – to influence and
catchphrase of ‘knowing the way, going the way, adverts emphasise our vision, mission and
agree solutions. Everyone associated By encouraging a culture of continual learning and
and showing the way’, which has really caught on values, which we co-produced with our team training, and looking at lessons learnt on a monthly
with the organisation becomes a among staff over the last year. and user groups. Alignment with these values is
leader for change. basis, Manor Community has continued to thrive
more important to us than formal qualifications throughout the pandemic. They brought forward key
“When appropriate, management can also refer and training – which candidates can receive
staff members for counselling sessions through learnings that they will continue to embed as part of
“We’re always looking to engage team on-the-job – so our interview questions include their leadership and management approach in the
members in influencing management PerkBox, to help them deal with bereavement scenarios and examples which allow people
and other emotional pressures. The best thing a future, consistently adapting to change and ensuring
decisions through polls and questions with no formal qualifications, but who share our learning and reflection flow through all levels of their
manager can do is know their staff on a personal values, to demonstrate how they match the job
on Microsoft Teams. As part of structure.
level. They’re more likely to come to you in times requirements.”
this, we put a lot of emphasis on of need.”
promoting a ‘psychologically safe Manor Community operates an extensive orientation
environment’, whereby staff at all Carly went on to explain that another strong driver of programme for seniors and managers, tailored to
levels are encouraged to speak up success within Manor Community is their recruitment each level of leadership development. They hold
about anything that doesn’t feel approach. In line with their culture of continual training and development records for senior staff,
right, poor practice, inequalities, learning, management consistently reviews staff helping them identify learning and development
or unconscious bias. We’ve had needs. Manor Community also works with local
such positive feedback from social colleges to source appropriate diploma training
workers, families and clients, and we for leaders and management.
see it as key to our low staff turnover “By celebrating all achievements, we’ve been
of just 2%.” able to produce a happy, productive and
enthusiastic workforce, which ultimately
improves the quality of care,” said Carly.
Carly Smith
Registered Community Care Manager
www.manorcommunity.co.ukSkills for Care | Accolades September 2021
Secrets of success:
building on the community
Rooted in the local community, Lewisham Nexus (LN) puts the people they support at the
heart of everything they do. This was put to the test in 2020, a year that turned the care sector and local
communities on their heads.
The South East London-based service provides support to adults with a learning disability who have high
The value of caring for your community
support needs and complex health and communication requirements, including autism and behaviours that
can be challenging. Feedback to team members, from the people
they support and their families, has always
Nexus’ motto is ‘nothing about me without me’, and everything is designed to empower the people
been very important at Nexus. Jacqui explained
they support, to take control of their lives and be more independent. For some, it’s a stepping stone to
that feedback over the last year from families
employment, as people with a learning disability make
and staff was exceptional.
up 8% of the current LN workforce, and the company
has a long-term mission to increase that number.
Keeping people at the centre organisation and getting familiar
with our systems and processes.
Caring for staff in unprecedented times For staff, caring in new ways meant
complying with additional measures for “New staff get job coaching from
We asked Jacqui Shepherd, Day Services and Social people they support. Nexus ensured all managers and work alongside
Inclusion Manager at LN, to tell us what makes the families felt adequately supported during experienced colleagues who are “One family member wrote to us
Nexus workforce special: critical points in the pandemic, providing their designated mentors. They’re saying that the calls we provided
regular calls and even helping to deliver also given time to read each person- ‘were a lifeline’ for her son.
“We have just under 90 people working for groceries and prescriptions when needed. centred care plan for the people Simply being there in times of
us right now. We recruit locally – 67% of our they’re supporting, communication
workforce are Lewisham residents and 80% have “Nexus has an unwavering need, and providing reassurance
passports and other guidelines, that families can count on us for
been with us for more than five years so our commitment to the people we support, so they quickly become familiar
turnover rate is less than 5%.” their families, and individuals with support, goes such a long way.”
with the people we support and
disabilities. This ethos is at the heart of how how the organisation works.”
But this community was challenged during the last we work,” said Jacqui.
year as a result of the pandemic. In response, the This is a two-way process, and Nexus Jacqui Shepherd
company found new ways to bring people together. This includes Nexus’ approach to recruitment; makes every effort to learn about the new Day Services and Social
people with a learning disability are involved at staff member by asking every member of staff Inclusion Manager
“Using our Workplace on Facebook platform we every stage of the hiring and induction process,
were able to keep in touch with what has been if they’re happy to fill out a one-page profile.
including interviews. Jacqui said:
happening across Nexus,” noted Jacqui.
“This is true for any post, from CEO to So too with staff members. The senior
Staff used the platform to share inspirational stories, “This tells us a bit about them, what’s management team rang all staff members
business and finance manager, support important to them and how best to support
videos, and photographs of virtual activities they manager and support worker. on duty each day to ensure everyone was
and the people they support had participated in, them at work. Profiles are displayed with being supported. Following the Government’s
including everything from virtual performances of Nat “We employ two people with a learning their photo in the community building, for announcement that families would not be able
King Cole, yoga poses, and apple pie making. disability – India and Bianca – who both staff and people they support to see. to see each other over the holidays, Nexus
are trainers and are also experienced gave £250 to every service to be spent sharing
As well as creating a ‘virtual community’, tangible “Profiles encourage positivity within teams.
interviewers. They’re part of the recruitment an activity with support bubbles.
support was provided. The company posted online Staff can identify what they like and admire
and selection team for new candidates, and about their new colleague, who in turn can
training for employees on positive behaviour support have also been involved in Senior Director “Recognising the level of dedication our
and hosted regular staff questionnaires to inform let them know what support they need.” staff have provided over this last year
interviews for Guys and St Thomas and
post-lockdown needs and policies. Lewisham NHS Trusts.” was really important to us – we wanted to
This person-centred approach is extended to
give something back to them, in the most
All staff received a £50 supermarket voucher and other aspects of Nexus’ work. For example,
Even during the pandemic, Nexus valuable way we could”, said Jacqui.
a personalised thank you card from the senior it’s developing an Advisory Council of people
continued to hire new staff and with a learning disability to ensure everyone,
management team, while all temporary employees provide induction training to Lewisham Nexus’ commitment to
were offered full-time contracts to ensure they had even those who don’t communicate with its community demonstrates what is
make sure they settle in. words, has a voice. Nexus works with local
regular work and pay. Jacqui explained, “All staff possible during even the most exceptional
organisations to provide training in this circumstances – the ability to bring people
are supernumerary for area for staff and people with a learning
The Nexus community became closer than ever the first two weeks. This closer together, even when physically apart.
during lockdown. Jacqui said: “It really did feel disability, and supports them to
means they’re not doing participate in the People’s Parliament,
like we were all in it together. We found out what regular duties but are
we’re capable of, and how well we can survive providing a platform for their views and
getting an overview of the the opportunity to shape the future of
and thrive in such extreme circumstances.” lewisham.gov.uk/organizations/lewisham-nexus-service
services in the borough.Skills for Care | Accolades September 2021
The Power of Care:
a video series by CRG Homecare
Adapting to the pandemic and beyond
During the pandemic, CRG Homecare has also
adapted filming in line with government restrictions,
using Zoom and Microsoft Teams calls to record
footage. The type of content being produced has
also evolved, with the introduction of animations
and video Q&As to help put minds at ease. Hannah
explained:
“Care is constant, so we haven’t stopped the
“There are three types of people: those who work in care, those who need care, and series; we’ve adapted and become more creative
those who know someone who needs care. Care is perceived differently by everyone and with it, and we’ll monitor and evaluate the
that’s what the ‘Power of Care’ campaign is all about.” campaign’s impact later this year.”
As a rolling campaign, CRG Homecare continues to
Hannah West collect stories for future videos that will highlight the
Marketing Manager relationships between care workers and the people
they support, and the acts of kindness care workers
show every day. Hannah told us how important
October 2019 saw CRG Homecare – the UK’s third largest homecare provider, specialising in personal care it was to the organisation to show the realities of
for people with a learning disability, autism and mental ill-health – launch ‘Power of Care’. care work, but to also celebrate and champion
its invaluable care workers.
The campaign encompasses a video series highlighting relationships between those who work in care and
those who receive care. The videos focus on the difference care workers make to people’s lives, the desire to “We all say those who work in care go the
do so ultimately being what makes a successful care worker, according to CRG Homecare research. extra mile. In reality, they go the extra ten. We
want everyone to know how much pride our
We spoke to Hannah West, Marketing Manager at CRG Homecare, about what made the campaign such a colleagues take in their work.
success.
“There’s a lot of myths about working in care
– that it’s all about making cups of tea or
Bringing a job description to life The videos are also sent to candidates throughout providing care for older people. But the reality
the recruitment process. CRG Homecare found is this line of work is as diverse as it can get.
“Many care providers experience employee that this helped engage candidates throughout We try to spread this message whilst dispelling
retention issues because it’s hard to grasp the the process, despite needing to complete lengthy myths.”
role of a care worker from a job advert. These applications, safeguarding checks and mandatory
videos give candidates a clearer understanding training. Analysing what has made this campaign a success,
of the role and highlight the qualities you need Hannah spoke at length about the filming process
for a career in care. We’ve been inundated with “By regularly sharing these videos with and described in-house production as key to
positive feedback.” candidates, we’ve seen a much lower dropout authenticity and strengthening the videos’ impact:
rate during the recruitment process. The
Each video starts with clips of team members and campaign therefore both encourages more “This campaign is all real. We’ve not hired actors,
the people they support using one word to describe people to go into care, but also helps to keep the videos aren’t scripted and they’re not over-
what care means to them. The videos then depict a them in care as well by reminding them this is a edited. Filming in-house has helped ensure the
day in the life of various CRG Homecare staff and the vocation, not just a job,” said Hannah. people being filmed are at ease – we take the
people they support – from the CEO to social care time to build those relationships and film genuine
workers and branch staff – highlighting everyone’s Having launched the ‘Power of Care’ campaign interactions so many of the people we support
unique story and journey into care. in 2019, Hannah explains that the series helped told us how much they genuinely enjoyed being
significantly with recruitment during the pandemic. part of the process.”
Both a marketing and a recruitment endeavour, this Hannah credits the videos with helping CRG
video series is published on CRG Homecare’s social Homecare reach candidates from sectors hit hardest The ‘Power of Care’ videos all feature John Townley,
media platforms and website. They even use it for by lockdown, such as retail, leisure and hospitality. CRG Homecare’s Director of Resourcing and
job adverts. Hannah said: She says: Mobilisation, donning a suit in CRG Homecare’s
signature bright orange. Hannah said:
“We now receive applications from people whose “COVID-19 shone a light on social care and
values are more closely aligned with what we’re the NHS. Our Q&A videos, exploring team “It’s not every day you get a director who sings
looking for. They may not have the direct skills or members’ backgrounds and the induction and and dances. For me, this really demonstrates the
experience, but these can be learnt on the job. It’s training provided on the job, helped prospective ‘Power of Care’ at CRG Homecare. No matter
having the right values that matter.” candidates realise the transferable skills they who you are, you make a difference.”
already have and the support they will receive.” crghomecare.uk.comSkills for Care | Accolades September 2021
Putting people first
during the pandemic Standing up for social care
Community Integrated Care has continued its
efforts to fight for proper recognition for the
social care sector throughout the pandemic,
Community Integrated Care is one of Britain’s largest and most successful health and
championing the commitment and dedication
social care charities. They work in the community, delivering life-enhancing support to
of those who work within it. Mark Adams, Chief
over 3,500 people with a diverse range of care needs, including a learning
Executive Officer at Community Integrated Care,
disability, mental health concerns, age-related needs, and dementia. The
told us:
charity employs over 6,000 committed colleagues across England and
Scotland. “We believe that social care is the backbone
of society, and our sector does not get
The Covid-19 pandemic has seen the charity step up to support its
the recognition, funding or respect that it
colleagues in a range of new and innovative ways, ensuring their
deserves. We set out to change this. That’s
employees have felt rewarded and valued for the work they’ve done
why our strategy, ‘We Dare’, makes an absolute
in the most challenging of times. This has included the creation of a
commitment to championing the sector – our
suite of wellbeing initiatives, enhanced recognition schemes, and
colleagues, communities and the people we
the launch of a sector wide campaign – Unfair To Care – to lobby
support.
the Government for better pay and conditions in social care.
“Throughout the pandemic, our charity was
We caught up with the team at Community Integrated Care to find out more…
proud to speak in the media regarding key
issues affecting our sector, such as PPE, lack
Valuing our colleagues of testing and visiting. We wanted to make
There has never been another time in history when sure that the voices of our colleagues could
“We also recognised that between home
social care has been called upon to demonstrate be heard loud and clear on the things that
schooling and lockdown restrictions, it wasn’t
such extraordinary dedication, compassion and affected them.
just colleagues’ wellbeing affected, their children
selflessness – coming together in the face of were also having to adapt to lots of changes too. “But we didn’t stop there. As the pandemic
adversity to protect those who need it most. With that in mind, we sent personalised thank you was taking hold, our charity was approached
Community Integrated Care has worked hard to letters to our honorary members of Community by BBC Panorama, which led to us inviting
highlight the commitment and dedication of care Integrated Care – the children of our colleagues them to shadow colleagues as they worked
workers, both within their charity and the sector as a who had done a brilliant job of cheering up their through the challenges of Covid-19. The
whole. family members throughout this crisis. programme – ‘The Forgotten Frontline’ – was
Teresa Exelby, Chief People Officer at Community the first opportunity for the public to see the
“After an extraordinarily tough year, we used
Integrated Care, shared more: stresses and strains, high points and sad
Christmas as a way to truly celebrate the
moments in social care during the pandemic.
amazing achievements of our workforce, who
“When it comes to showing our colleagues just had sacrificed so much for the people they
how much we appreciate them – not just over the “Recently, we’ve been proud to launch a
support. From our annual Reward & Recognition landmark piece of research, ‘Unfair to Care’,
past 18 months but every single day – we’ve tried scheme Christmas Crackers, a special festive
to think about both the big and little things we which has found that many frontline social care
giveaway with prizes donated by our workers are undervalued by as much as 39% –
hope will make a difference. generous partners, to a shopping voucher nearly £7,000 per year – in comparison to their
“We know the pandemic placed a huge financial allowing colleagues to treat themselves peers in equivalent positions in other public
burden on our colleagues, which is why we to something on us – we made sure funded sectors.
launched our Emergency Pay Response, our workforce knew just how much we
providing support to people in two ways: an appreciated them. “Our report is the first ever independent
enhanced hourly pay rate for several months analysis of the frontline support worker role
“This year, we’ve been proud to continue and provides the much-needed evidence that
throughout 2020, and an improved sick pay offer our approach. We’ve recently announced
for any colleague affected by coronavirus. We breaks the stereotype that social care is a ‘low-
one day of additional annual leave, or the skilled’ sector. After everything our frontline
knew that we wanted to make our colleagues feel equivalent hours added to colleagues’
reassured and relieved – this investment of over carers have done for society in the last 18
pay. As well as this, we’re giving each months, we will continue to do everything we
£1m really did help so many in their time of need. of our services funds to hold a team can, to fight for the fair pay that those in social
“But we’ve also taken every opportunity to find celebration this summer, so that we can care so richly deserve.”
smaller, more creative ways of letting our teams hopefully mark a new beginning after an
know just how thankful we are. Like delivering extremely challenging chapter. You can watch The Forgotten Frontline on BBC
thousands of treat boxes, containing snacks, iPlayer and you can read the Unfair to Care report
“We know it’s a drop in the ocean to what our at www.unfairtocare.co.uk
drinks and sweets, to all of our frontline teams as colleagues deserve, but we’ll continue to do
a token of appreciation and hopefully a bit of a everything we can to remind our colleagues how
morale boost too. much we value them, whilst trying to bring about
change for our sector.”
www.communityintegratedcare.co.ukSkills for Care | Accolades September 2021
Skills for Care | Accolades
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