MAXIMUS and the Work Programme
An overview of our approach
For London West CPA
May 2011
1
Introducing MAXIMUS
At a glance…
 MAXIMUS are a leading international welfare to work provider, with 290
offices and 7,000 employees in 5 countries. We support over 300,000
customers each year.
 In the UK, we currently deliver several DWP contract across the South
West and South East regions, and are the highest performing FND provider
in the country.
 We have partnered with charity organisation CDG to deliver the Work
Programme
2
Management Structure - London West
Maximus Corporate
Managing Director
Maximus UK
Regional (CPA)
Community Inclusion
Board
Director of HR &
Organisation Development
Louise Whittington
Company Secretary
Marilyn Saunders
Careers Development Group
(CDG)
Roy O’Shaughnessy
Chief Executive
Bob Leach
Finance
Director
[appointed]
Chief Operations
Officer
[appointed]
Business
Development
Director
[tbd]
Regional General
Manager
London West
[appointed]
National Employer Relations
Manager
[tbd]
Customer Service Centre
(CSC) Manager
Paul Clemens
Business Manager
Camden
HR Business
Partner
Business Manager
Ealing
Volunteer &
Community
Liaison
Business Manager
Hammersmith
Interim Health Team
Manager
Aurelia Sardjono
Supply Chain
Manager
Business Manager
Harrow
Business Manager
Hillingdon
Business Manager
Islington
Business Manager
Kensington
Business Manager
Westminster
Delivery Partners
~ 5E Ltd
~ Acton Training Centre
~ CDG
~Islington Council
~Kennedy Scott
~Renaisi
~The Citizens Trust
~Urban Futures
~Westminster Works
Interim Chief
Information Officer
John Gaudry
CDG Head of Volunteering
Rebecca Green
Quality & Audit
Director
Meryl Zimmer
The make up of London West
Provider
Total sites
Locations
MAXIMUS
8
Camden, Ealing, Hamersmith & Fullham, Harrow, Hillingdon,
Islington, Kensington & Chelsea, Westminster
Careers Development Group
5E
Kennedy Scott
Urban Futures
London Borough of Islington
Acton Training Centre
The Citizens Trust
Avanta Enterprise (TNG)
5
Brent, Barnet, Haringey, Hounslow, Wandsworth
2
Enfield, Haringey
2
Brent, Harrow
2
Brent, Hillingdon
1
Islington
1
Ealing
1
Ealing
1
Enfield
1
Westminster
1
Hamersmith & Fullham
Westminster Works
Consortium
RENAISI
Princes Trust
Total centres per area
Pan London West
25
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Menu and strategic partners
• Sample Menu Partners
– Blue Sky Development
– Cricklewood Homeless Concern
– EPPCIC (Expert Patients Programme Community Interest Company)
– Gingerbread
– PRAXIS
– St. Mungos
– West London Vocational Training
– Mencap
– Prime
• Sample Strategic Partners
– Monster.com
– Call Britannia
5
Referral Process
Standard Process
•
•
•
Our Case Management Assistance Centre (CMAC) will call each referred customer up to 4 times
in 2 days at different times of the day between 8am and 7pm.
Each customer will go through a meaningful question and answer session, with the end result
being some allocated tasks to complete, and an initial appointment scheduled within 14 days.
Customer is also sent a welcome pack, including reminder letter, and if applicable an SMS.
Fail to Engage
•
Customer who do not attend initial appointments are returned to CMAC who continue to call
regularly and set regular appointment times.
Warm Handover
•
Several options are available working with JCP to improve this process, including:
• Co-location (either JCP at our sites, or a MAXIMUS representative) at JCP sites.
• This could include involvement of our Expert Volunteers (more on that later)
• Warm handover call – at the end of the final JCP interview, job seeker is put on phone
immediately.
• The ‘failed to attend’ initial report is circulated back to JCP for action.
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Customer Journey
Expert Volunteer
–
–
–
Part of a broader Expert Volunteer Initiative
MAXIMUS will have access to a pool of vetted skilled volunteers, who provide advice and guidance
on a range of topics to our customers.
For example, in the pilot EV programme, volunteers
•
•
•
–
Assisted customers with building their IT skills
Provided self employment advice
Acted as a support buddy for customers newly returned to work
Currently piloted in 2 CDG offices, and building to full scale during the contract
Customer Zone
–
Online portal supporting our customers to
• Access news and information
• Link to our Monster.com job search portal (including uploading several CVs)
• Access a range of other services including rewards and discounts, advice and guidance, and
e-learning
7
Networking
We are new to this patch, but are working to hit the ground running
Network Structures / Partnerships
•
•
•
•
•
Network of Delivery Partners & Menu Partners
Community engagement
Relationships with other stakeholders, such as the British Chambers of Commerce, Solent LEP
Relationships with the National Housing Federation members through the 3SC
Regular events – we hold regular business breakfasts, community inclusion events, jobs fairs etc
People
•
•
•
Dedicated Community Liaison Officer in each area
BMs will develop local relationships to underpin delivery and ensure services address local
needs
EECs and the National Account Director will manager relationships with Employers
Marketing
•
Devising a Marketing and Communications Plan to support roll-out of services
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Recap of the Journey
9
Customer journey – Minimum Standards
Pre engagement
• Information packs will be available for JCP and a range of other stakeholders
• We will offer a warm handover for certain customers
• All customers will have access to Expert Volunteers and the Customer Zone
Engagement
• Contact for customers will be within 2 days of referral through CMAC, initial
appointments within 15 days
•Special requirements of customers are accounted for (e.g. interpreters or remote
access)
Assessment
• Customers will have an hour long initial assessment slot available to them with
an Employment Consultant (EC). For some, this will be supplemented by an
assessment from a Health Services Officer (HSO).
• Assessments will result in individual action plans with SMART goals
10
Customer Journey – Minimum standards
Sustained Employment
• Ongoing guidance from Expert Volunteers and our dedicated In Work Support
Team
• Career progression advice for appropriate customers
• Appropriate services (financial planning, stay in work line) to assist with the
transition to sustained employment.
Employer Offer
•A National Employer Relations Manager who will be responsible for managing
larger accounts
• Dedicated Employer Engagement team providing a pipeline of vacancies
• Self employment advice and guidance as appropriate
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Personalised Assistance
Key Minimum Standards
•
•
Customers will go through individual journeys, based on their assessment
Below are typical activities, but we recognise that customers will go through the journey
at the speed appropriate for them, participating in activities that support their journey
into work along the way
High Level Overview
Fast Track
Minimum contact with
Employment Consultant
Typical interventions
• Interview Skills
• Job Search Skills e.g. CV, cover
letter writing and application
form
• Vocational courses e.g. Health
and Safety, Food Hygiene
• Referral to Apprenticeships
Work Readiness
•
•
•
•
•
•
Fortnightly contact with EC
Access to an Expert Volunteer
Confidence workshops
Motivation workshops
Self marketing and
transferrable skills
Work experience places with
strategic partners
Referral to appropriate Menu
Partners to address mild to
moderate barriers
Everything in the Fast Track
list when capable
Intensive Support
• Time management activities
to build routine
• Self esteem and motivation
workshops
• Managing Money
• Finding external activities
• Voluntary work placements
• Referral to appropriate Menu
Partners to address significant
barriers
• Everything in the Fast Track
list when capable
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Premises – General approach
General Approach

We are combining local offices with outreach locations to ensure that no customer is severely
disadvantaged because of their location

We have a set of minimum MAXIMUS standards that will apply to all of our premises, and
those of our supply chain partners, so that they are accessible to all our customers
Current Status
•
Local Offices: MAXIMUS are at or near heads of agreement on most of our locations and
Delivery Partners have confirmed their offices are ready and available
Jobcentre Plus
•
We would welcome JCP Advisors who would like to use a spare desk in any of our locations,
and possible reciprocal co-location options.
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7. Performance Offer
What are MAXIMUS offering for Performance?
 We are offering aggressive performance targets that match or exceed our performance
in similar contracts around the world.
How did we arrive at these figures?
2 Step Process
1. Conducted an analysis of retention rates and performance levels from our contracts
around the world (including 2 year sustainment in Israel) and the academic literature
2. Local analysis of the various customer groups, local geography, economic climate, to
inform our targets.
Our performance is currently the best in UK, the best in Australia, the best in Israel, and
among the best in United States.
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Thank-you
 Thank you for you attention
 Any questions?
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