REHAB JOBFIT. Assessment Dates: 21/06/2016 to 24/06/2016. TMX Report Template V

Transcription

1 REHAB JOBFIT Assessment Dates: 21/06/2016 to 24/06/2016 TMX Report Template V

2 Contents 1. About the Organisations Assessment Methodology Assessment Outcome Areas of Significant Strength Areas for Improvement Findings Against the Merlin Standard Conclusion... 19

3 1. About the Organisation Rehab JobFit is a third sector led partnership of the Rehab and Interserve plc which delivers training, support and employability services across the UK. Rehab has extensive experience in supporting a wide range of customers to realise their full potential and enables the achievement of a real step change in people s lives to deliver a better future. Interserve, as one of the UK s largest employers, brings a wide variety of sustainable job opportunities as well as extensive supply-chain management expertise. Rehab JobFit have been delivering the Work Programme in Wales and the West of England (CPA 13 & 12) on behalf of the Department for Work and Pensions since it went live in June Rehab JobFit also delivers the Department for Work and Pensions commissioned Community Work Placement (CWP) delivery in Devon, Cornwall, Dorset & Somerset. This contract went live in April 2014, and it should be noted that the customer flows on the CWP contract have fallen short of the indicative volumes expected by the commissioner, despite this, performance in the CPA is especially strong on the short and long outcome measures due to good local Supply Chain engagement and partnership working with JobCentre Plus (JCP). Rehab JobFit subcontract 100% of its front-line delivery to a diverse network of 21 end to end providers from the private, public and third sectors. A broad spectrum of services are available to support customers with a range of specialist providers offering additional support which is available on a non contracted basis and accessed via a Specialist Intervention Fund. Rehab JobFit operates a Partnership Plus approach to Supply Chain Management, which combines practical support with Performance Management. The methodology is about ensuring that engagement with Partners is solutions-focused, honest and transparent. The organisational values are set out in a Supply Chain Charter and are embedded in the company processes, practices and procedures. 1 TMX Merlin Report Template

4 2. Assessment Methodology Initial planning discussions took place early in 2016 where the scope of the Merlin Standard was discussed and agreed in accordance with the guidelines. These discussions included information as to how the assessment would take place and to agree which of the Supply Chain Partners would be interviewed. Following this meeting, Rehab JobFit created schedules for each of the assessors. All Supply Chain Partners involved in supporting Rehab JobFit s delivery of Welfare services were informed of the assessment and all received an invitation to take part in the on line Merlin survey. During the assessment, a representative sample of the Supply Chain Partners delivering across the range of contracts delivered by Rehab JobFit were spoken to, by telephone or face to face interviews. Assessors reviewed a range of documentary evidence and IT systems provided by Rehab JobFit, interviewed a wide range of staff, including senior managers and customer facing staff from the Supply Chain Network and a range of staff from Rehab JobFit. A total of 30 representatives from 25 Supply Chain Partners were interviewed. 12 Representatives of Rehab JobFit were interviewed. All principles of the Merlin standard were fully assessed by a team of 3 assessors; Rob Mottram (Lead Assessor), Christine James and Bob Moffat who spent a total of 12 days onsite. The sample included representatives of organisations who deliver a range of services on behalf of Rehab JobFit to its commissioners, including end-to-end partners, spot purchase and specialist service providers. Supply Chain Partners interviewed were all classified as current partners of Rehab JobFit. 2 TMX Merlin Report Template

5 3. Assessment Outcome Overall % Overall Outcome 90% - Excellent Supply Chain Design 100% - Excellent Commitment 97% - Excellent Conduct 90% - Excellent Review 73% - Good 3 TMX Merlin Report Template

6 4. Areas of Significant Strength A number of significant strengths and areas of excellence in practice were identified during this Merlin assessment and summaries of these are given below. The numbers in brackets refer to the criteria of the Standard to which the areas relate. The excellent Supply Chain Design, including in the way Supply Chain Partners were chosen and the approaches that Rehab JobFit have taken to promote innovation, contribute to research and develop new ideas alongside creating new solutions to meet customers needs. (1a) Rehab JobFit collaborate very well with their Supply Chain Partners. This collaboration is underpinned by strong, clear and concise communication, which has been built upon since the last review in 2014, with the introduction for example of Chief Executive forums. (2a & 3d.1) The comprehensive development of all Supply Chain Partners, in particular how Rehab JobFit encourages partners to interact, develop capacity amongst the network and supports partners to use additional funding to support the delivery of innovative activity. (2b) The very wide range of supportive approaches that Rehab JobFit deploy to enable Supply Chain Partners to actively respond to the varied needs of the client/customer groups. (3a.3, 3d1, 3d.2) 4 TMX Merlin Report Template

7 5. Areas for Improvement The following areas for improvement could be considered for review and improvement. The numbers in brackets cross-reference the findings to the relevant element and criteria of the Merlin Standard. Rehab JobFit need to take a more progressive approach to the use of Equality and Diversity data within the supply chain network. (3e.3) Ensure that the work begun to embed a proactive and appropriate approach to environmental sustainability through the development of action plans with the Supply Chain Partners is continued. (3b.7) Remind and reinforce with Supply Chain Partners the management fee in a way that is understood. (2c.8) Develop appropriate and effective measures for understanding the impact of the activities by the Supply Chain Partners on customers in relation to the wider social objectives of the commissioner. (4a.4 & 4a.6) 5 TMX Merlin Report Template

8 6. Findings Against the Merlin Standard 1) Supply Chain Design 1a) Supply Chain Design The approach Rehab JobFit takes to its supply chain design is excellent. Since the last assessment in 2014 Rehab JobFit has not secured any additional contracts to their portfolio, and neither have they reviewed or revised the Supply Chain Partners involved in delivery primarily of work program but also of CWP. From the outset of contract delivery Rehab JobFit put together a diverse network of partners, despite losing a very small number of partners in the early part of the contract delivery Rehab JobFit have maintained a very stable supply chain network. Considerable consultation and research was undertaken to look at local demographics, employer and customer needs. For delivery of the CWP contract, Rehab JobFit held discussions with various local authorities, local enterprise partnerships and JCP to ensure that the delivery model being proposed was fit for purpose, and would achieve positive outcomes for its customers. Rehab JobFit have in place a bid team which consists of experienced individuals who have a clear understanding of what the commissioner requires, this group make decisions as to which opportunities Rehab JobFit should pursue. We were impressed with the way they set up the Supply Chain, because we knew who all the other partners were it helped us more quickly begin to work as a team. Supply Chain Partner delivery for Work Programme is broken down as follows: 15% local authority, 5o% third sector and the remaining 35% from the private sector. For CWP, 2 partners are third sector (50%), 1 partner is a family owned SME (25%), and 1 partner (25%) is a not-forprofit training provider. Rehab JobFit utilize specialist and innovation funds to enhance delivery of services that it provides to its customers, for example organisations have been able to secure funding to try innovative approaches with its customers. Rehab JobFit continue to engage with a range of organisations outside the formal supply chain, with strong links with the Welsh government a number of training and skills support pilots have been developed, for example the good use of ESF funded provision for Work Programme customers in the Cardiff area. A number of useful links have been made with JobCentre Plus and these have resulted in engagement meetings taking place which have been attended by Supply Chain Partners where best practice is shared and new ways of working investigated. Rehab JobFit have worked closely with Remploy for example to provide work placements at a large retail store. Rehab JobFit have invested in an number of diagnostic and assessment tools which are made available to use by partners, these include the Do-IT profiler and the entitledto better off in work calculation tool. 6 TMX Merlin Report Template

9 2) Commitment 2a) Collaboration, Cooperation and Communication Rehab JobFit communicate proactively and effectively with its Supply Chain Partners, since the assessment in 2014 Chief Executive Forum s have been established, these forums involve senior managers from Rehab JobFit and its Supply Chain Partners meeting to discuss changes in the sector and opportunities to work together at a strategic level. Supply Chain Forums and regular newsletters ensure that partners are kept informed of developments and business opportunities. Advertisements to work with Rehab JobFit are made it through industry specific websites and industry bodies such as ERSA. As at the assessment in 2014, Supply Chain Partners described the approaches used during the procurement activity for Community Work Placement (which was the last full procurement exercise) as being excellent, with Rehab JobFit providing consistent and effective communications. All partners are required to complete an Expression of Interest document which is available on the Rehab JobFit website in both English and Welsh language, in recognition of the delivery activity which takes place in Wales. Since the last assessment in 2014, Rehab JobFit have undertaken much consultation with its Supply Chain Partners. Significantly, there has been a redesign of the Partnership Plus approach and accompanying documentation, which has resulted in the refinement and reduction to the number of interventions that can be deployed to support improved performance. An enhanced customer framework focuses on carrying out observations and interviews with staff has also been developed in consultation with its Supply Chain Partners. Further to this an enhanced approach and improved processes have been developed to the claims and validations processes which are used by partners, this was done following visits being made to all Supply Chain Partners where their views were gathered. As Rehab JobFit deliver a fully subcontracted model, they are reliant on the Supply Chain Partners to make them aware of the challenges and issues that are faced when using systems and processes owned and managed by Rehab JobFit. They need to work closely with their partners to ensure that any changes made to systems and processes work effectively and efficiently for the network, for example a new Quality Assurance framework was sent out to Supply Chain Partners for comment, key changes to it were made as a result which resulted in 2 slightly different frameworks, one of which works well for Supply Chain Partners who don t have a large internal quality team and the one which is used for organisations with smaller quality functions. I was gob smacked, not only did they ask for our feedback on the new QA framework they listened to us and made the changes we suggested. One of Rehab JobFit s corporate values are collaboration; how Supply Chain Partners work in an environment of open participation is of importance to the organisation and they put considerable effort with Supply Chain Partners to achieve this. Bi-monthly Contract Package Area (CPA) meetings take place with all partners invited to attend, where performance, delivery challenges and best practice are shared and discussed. This platform has been very effective in capturing suggestions, which subsequently transform into improvements. Since the assessment 2014, a Partnership and Provisions manager role has been introduced which looks to pilot and test innovative ways of working across both CPA s and contracts. 7 TMX Merlin Report Template

10 Supply Chain Partners, particularly within CWP have formed highly collaborative working relationships both facilitated by Rehab JobFit and independently, these have resulted in improved services to the customers the network supports. Rehab JobFit continues to share comparative performance information with the supply chain and this data is used to generate healthy competition between partners. All partners were able to confirm that Rehab JobFit has created a culture in which communication is open honest and without unreasonable constraint. These relationships are built on clear supporting documentation, regular site visits by contract management staff who work alongside Supply Chain Partner staff. Partnership Plus methodology clearly outlines the values and behaviours expected of the Supply Chain Partners and describes the interventions that are available to Rehab JobFit where performance improvement is required. For a number of Supply Chain Partners performance improvement plans have been put in place and partners describe this process as been conducted in a supportive and open manner. Rehab JobFit staff and managers are described as being professional and open, Supply Chain Partners value the close working relationships they have with their prime contractor colleagues. Their transparency is excellent. Even when there s nothing to tell us they say that they still don t know. It s really good to know where we re at with things like that. Each department has a SPOC and you always get an immediate response. 2b) Developing Supply Chain Partners Rehab JobFit take a very supportive and encouraging role in developing its Supply Chain Partners, this is achieved using a number of activities and interventions. At one level Rehab JobFit deliver training sessions using GoToMeeting software which reduces travel time and financial burden on Supply Chain Partners and encourage IEP membership through discounted rates. At more strategic levels Rehab JobFit have been equally as effective, with the following details reported by Supply Chain Partners as being particularly noteworthy : When a Supply Chain Partner were negotiating the year 6 extension they told Rehab JobFit that they didn t think they d be able to continue due to the cash flow issues it would present Rehab JobFit gave them a small loan to cover overheads which will be paid out of their outcome payments. they said they wouldn t have been able to continue with delivery if it wasn t for that support. Where customer flows meant it would be challenging for organisations to continue delivery Rehab JobFit considered this and increased their customer flow. The organisation started with 6% of the share and were asked us if they wanted to take over the other area it went up to 16% - we were really happy because it developed us as a business as well as our capacity. Provided Supply Chain Partner with new software to enable them to carry out penetration testing they believe because of the support from Rehab JobFit they are in a better place as an organisation to deliver future contracts and believe they have raised their game. 8 TMX Merlin Report Template

11 Rehab JobFit have taken a proactive approach to identifying and assisting Supply Chain Partners in obtaining additional funding, led by the Partnership and Provisions Manager Supply Chain Partners have been given access to funding for courses and training for staff and their customers, an example of the use of innovation fund is where it has been used to support projects and ways of working which can t be funded any other way. Examples include, one customer wanted to set up a market stall and the fund provided 50/50 financial support for some of their initial set up costs, a number of support services are shared by Rehab JobFit including claims and validation, and the completion of exit reports and operational support from Supply Chain Partner staff particularly on CWP contract delivery. Supply Chain Partners have been supported with open book finance reviews where they have been able to share their financial position and in a small number of cases Rehab JobFit have been able to provide direct funding to support continued delivery. As has been previously mentioned Rehab JobFit have worked with Welsh government to secure ESF funding which has been used with Work Program customers to develop their skills. Rehab JobFit have also arranged for RBLI representatives to attend Supply Chain Forums to discuss and promote the support they can offer, which resulted in a customer receiving direct support from RBLI as a result. A number of Supply Chain Partners described how Rehab Job Fit supported them with bids and how they have been supported to run pilot schemes, and how they part funded additional support from an external consultant for customers with multiple barriers which resulted in four customers progressing into work; advisers also shadowed the consultant so they could learn from them and develop their own practices. 2c) Contracting and Funding Rehab JobFit have enhanced the procurement processes applied as per the assessment in Potential Supply Chain Partners complete a basic Expression of Interest document which allows Rehab JobFit to initially qualify organisations, this enables the selection of preferred Supply Chain Partners to take place against standardised criteria. Information gathered through the Expression of Interest document includes understanding geographical coverage, experience of working with a wide range of customers and the track record in delivery of previous employment and training programs. A more full and formal Expression of Interest process is undertaken against specific opportunities, which are marked by a bid review team against scoring matrixes. Rehab JobFit hold local engagement events, and where possible emerging delivery model options are shared with interested Supply Chain Partners. Supply Chain Partners describe the processes as being clear and any confirmations are provided in writing to organisations, with detailed feedback being offered and provided on request. They are dead straight, you get your individual scores and advice about how you might improve. As confirmed in the 2014 assessment, Rehab JobFit utilise a range of different funding arrangements in tailored arrangements that meet Supply Chain Partner needs. For example, by front-loading payments, this helped partners minimise risk, and allowed improved cash flow for partners. Supply Chain Partners receive payment within maximum of 30 days. During the recent negotiation for the year six extension on Work Programme, the open book accounting allowed Rehab JobFit to identify where required and use funds to support Supply Chain Partners and mitigate the risk they maybe exposed to. 9 TMX Merlin Report Template

12 Supply Chain Partners felt that the approaches taken by Rehab JobFit were sensitive to their own financial support needs. There remains no fixed funding arrangements in place with those suppliers engaged on a call on/call off basis, where the Specialist and Innovation funds are used by partners to provide support. Contractual documentation, as assessed in 2014 clearly defines the obligations of both the Rehab JobFit and its Supply Chain Partners. The contract mirrors the commission s terms and conditions flow down all mandatory requirements. The Partnership Plus handbook and Charter means expectations are easy to understand, however Partners are reminded and encouraged to seek independent legal advice prior to signing contracts. The contracts issued define minimum performance and service levels for partners. A clear and consistency applied rationale to support allocation of market share is explained in the Partnership Plus handbook. Supply Chain Partners are responsible for the delivery within a defined geographical area, as managing agents there is transparency over the markets with no opportunity to benefit or gain from holding market share. The geographical areas and the viability of these areas are discussed and agreed with partners based on individual negotiations, respecting the individual Supply Chain Partners requirements. The commissioner s indicative volumes are provided to Supply Chain Partners at the contract outset, which contributes to the transparent approach undertaken, and allows Supply Chain Partners to base decisions on planned and indicative data. Any changes or revisions to delivery data is shared with partners at the earliest possible point. As at the assessment in 2014, Rehab JobFit demonstrate and their Supply Chain Partners were able to validate that the strategy to manage the transfer of funds within the supply chain is very good. A dedicated team of staff based within Rehab JobFit support contractually compliant claims to prompt payment. Where claims cannot be validated, team members provide telephone support to partners to ensure that the claim can be promptly resubmitted. A self-billing process is in place to further support this process. Rehab JobFit have strengthened and improved the extrapolation rates in the last 12 months and in the small number of cases have paid partners in advance with recovery of funds from later invoices. A small number of Supply Chain Partners remain unclear on the management fee paid to JobFit, however those partners who were aware of the fee charged felt happy with the support they receive. Fees are discussed and explained to partners during the contracting process and is written into contractual documentation. It may be worth JobFit considering the reminding and refreshing with partners the level of management fee payable and the support they receive for the payment. I know there is one but I m not sure what it is. It pays for all the support we get including the portal they certainly earn their money. I know there is one but I can t recall how much it is its probably 15-25%. Its good value ad they really ear it. It pays for the management of the contract, all the support and the portal. Know there is one its pays for the portal and all the support also pays for the innovation fund which supports innovative or creative delivery. 10 TMX Merlin Report Template

13 3) Conduct 3a) Demonstrating Commercial and Business Integrity Rehab JobFit s approach to supply chain management is set out within the Partnership Plus handbook, this document outlines the core values. This document is made available to all partners and is used throughout the delivery of the contract. The core values are outlined below; Professional in everything we do, aiming to exceed expectations Accountable, taking pride in ownership Collaborative, creating success through Partnership Customer focused, putting their needs first Excellence, driving for continuous improvement These principles are embedded in organisational practices, and a charter is used to underpin the values. Rehab JobFit expect staff and Supply Chain Partners to demonstrate and display the values at all times. An interdependency between all parties ensures that they hold each other to account in meeting and operating within the values. Due diligence checks show the links between the Supply Chain Partner and Prime Contractor s core principles at the outset of arrangement and Supply Chain Partners were able to speak enthusiastically about how Rehab JobFit staff behave in accordance to the values and demonstrate them in the way they operate. There s a common purpose we re both putting the customer first they want sustainability as well. Partnership Plus is the way I which they support us to perform. Its where I go to find what I need good example of IAG in action. We both want to put the customer first so I can see how their values meet ours. They have a value about collaboration and they really have that embedded they work very collaboratively. Never worked with a prime like RJF where it s about the customer not solely about performance, I know that we are aligned with them and would be surprised if anybody working in this sector wasn t. As at the assessment in 2014, Rehab JobFit take an appropriate approach to TUPE with clear and effective strategies in place to manage the TUPE process. Proactive and effective, JobFit have utilised the expertise provided by Interserve to good effect. JobFit have provided considerable support to a number of members of staff and organisations which has resulted in smooth transitions for customers. In a small number of cases JobFit supported Supply Chain Partners by agreeing to share financial liabilities, and act as a broker to support the transfer of staff between local authorities. All Supply Chain Partners report interactions are positive and described how supportive the Performance Managers and other staff employed by Rehab JobFit are in helping them to perform well. Partners are encouraged to support each other too, strong collaboration was evidence during the assessment and the number of over and above examples were given by Supply Chain Partners, for example out of hours support and intensive resolution of issues to support performance through the deployment of staffing resources with partners at their sites. 11 TMX Merlin Report Template

14 We had issues when we moved our claims process to the head office we have a different claims process for RJF than we do for others ad there was a delay in getting info to RJF they were really supportive and even visited us to try and come to a mutual a conclusion, each department head met and we managed to sort it out. Supply Chain Partners confirmed they receive updates on various topics relating to legislative policies and procedures, all relevant policies are communicated to Supply Chain Partners through regular meetings and information provided. Rehab JobFit ensure that any DWP provider guidance updates for example, are communicated through alerts on the Partners Portal. Performance managers ensure that Supply Chain Partners understand information provides and that any changes to processes implemented by the commissioners such as signing off to agree that information has been received is implemented by Rehab JobFit. A monthly communication document is circulated to Supply Chain Partners and the Single Point of Contact (SPOC) list is regularly updated to ensure the most appropriate person receives information disseminated to the Supply Chain Partner. 3b) Quality Assurance and Compliance Since the assessment in 2014 Rehab JobFit have ensured that enhancements have been made to ensure that there continue to be effective and proportionate processes and activities in place to monitor the quality of delivery, this includes a clearer observation framework which aligns to that used by the commissioner. A balanced scorecard approach is used to focus on quality and compliance and risk based review process align quality and compliance with performance. The Partnership Plus interventions detail actions which Rehab JobFit can use to improve delivery and customer experience. The Rehab JobFit approach is a risk based one and combines regular audits for both quality and compliance at various levels. Providers self-monitor using a standard audit tool and Performance Managers may check records and carry out observations in addition to central Quality & Assurance team if an intervention is deemed necessary through risk review. Independent quarterly compliance audits and as a minimum, an annual Process and Systems audit is undertaken for each Provider. The audit samples are based on trends or risks and each Provider is RAG rated. Each quarter, Operations meet with the Quality and Assurance team to review Provider assurance and risks. Their compliance process is really good and we ve got an improvement plan in place as a result. We asked them to stop auditing us on the bits were really good at and concentrate more on the areas we need to improve, and they did our action planning is now improved as a result. We do our own audit using the RJF tool-kit, the audit that they do is incredibly useful we ve seen improvements as a result of the audits action plans are now more detailed and uploaded more consistently to PICS. Pre-induction check call s are more in-depth. Rehab JobFit don t currently hold the matrix standard, but are investigating to see whether it is a standard which they may find useful in assuring their commitment to the provision of effective Information, Advice and Guidance. Many staff employed within the supply chain are qualified to Level 3 in Advice and Guidance. Observations conducted by Performance Managers and supply chain meetings act as a useful platform to allow Rehab JobFit to provide Supply Chain Partners with useful information. 12 TMX Merlin Report Template

15 Supply Chain Partners were able to provide many good examples of the Information, Advice and Guidance given to partners, for example the availability of the tracker for off benefits and the good personal support provided by Supply Chain Managers. As per the assessment in 2014, JobFit continue to provide all Supply Chain Partners with very comprehensive support to ensure they maintain security of all data and assets. Quizzes are used to check understanding and due diligence activities require partners to meet a required standard before contract delivery can taken place. Supply Chain Partners are provided with support from a dedicated resource which provides specialist support to any provider who doesn t meet the standard by providing practical advice and cost effective solutions. Supply Chain Partners are required to report any security weaknesses. Rehab JobFit took an active decision not to implement the relaxation around unencrypted which was viewed as possibly leading to a potential increase in security breaches. It was noted at the most recent PAT audit that Rehab JobFit has Effective controls to mitigate risks to Data Security, including a full, flexible audit schedule and timely recorded follow up. As in 2014, healthy and safe work environments are assured by JobFit and form part of the due diligence activities carried out prior to contract delivery. Supply Chain Partners are visited by a Health and Safety representative who conducts audits and makes an assessment of the suitability of the premises prior to service delivery. Annual Process and systems audits are conducted and Supply Chain Partners have been trained in the use of de-escalation techniques. The board of Rehab JobFit manages the governance of health and safety matters. Rehab JobFit appropriately safeguards people at risk and vulnerable groups through the use of knowledgeable experts in the business. The management information system allows flags to be set to identify the most vulnerable customers and a range of policies compliment the approaches taken. Supply Chain Partners confirmed that Safeguarding policies are reviewed annually and that at times staff work in pairs. All Supply Chain Partners are also required to make a selfdeclaration in line with Baseline Personnel Security Standard (BPSS). JobFit recognise the importance of environmental sustainability. A sustainability plan supports JobFit in ensuring that they are making a commitment to ensuring environmental sustainability is addressed and targets for example to reduce carbon emissions are in place. However, this plan has not yet been sufficiently shared with Supply Chain Partners. Supply Chain Partners delivering provision in Wales are accredited to the Green Dragon Environmental Standard. Regular and frequent, Supply Chain Partner meetings enable all parties to look at areas of improvement and share best practice, a standing item for meetings are discussions around identifying innovative solutions to improve contract performance and drive improvements across partners and CPA s. Supply Chain Partners are encouraged to present and share information with others and lessons learnt from Rehab JobFit s attendance within wider circles are also disseminated and shared. Performance discussions happen all the time its not just when there s an issue were always sharing good ideas. 13 TMX Merlin Report Template

16 Supply Chain meetings are used to share ideas and good practice, one of the partners said they d purchased credit from 192.com and had been able to find customers who ve disengaged. RJF said that they were using indeed jobs website to search for customers we ve re-engaged with 7-8 customers as result and been able to offer them in-work support. 3c) Honouring Commitments Rehab JobFit continue to apply a systematic and consistent approach to ensuring that pre and post contract negotiations are clear and open. As at the assessment in 2014, contractual expectations are made clear to Supply Chain Partners using written documentation and these are complimented by the availability of dedicated locally based Rehab JobFit managers and staff. Any negotiations are made on a one-to-one basis with the Supply Chain Partners, who confirm the open and robust nature of these negotiations. Where for example there were changes made the approaches taken to extrapolation, these were explained in writing and supplemented by Supply Chain Partners attendance at GoTo Meetings Supply Chain Partners are aware of Rehab JobFit s formal dispute resolution process. At the time of assessment there had been no formal complaints from the supply chain. Rehab JobFit s senior managers have stated they would fully respect decisions made as a result of the Merlin Mediation Service if it had been deemed to have not acted in accordance with the principles of the Merlin Standard. Rehab JobFit promotes the Merlin mediation service on the footer of every sent by them, this is seen as good practice. I doubt we d ever get to the situation where there is a dispute but I know I d go to the PM first, then the regional people. If that didn t work our directors would contact RJF directors. If that didn t sort it then ICE would be brought in I m sure they d abide by whatever was decided they re very much an ethical company so it would never get to that. Clear processes ensure that parties are aware of each other s expectations during contract award and pre contract award. Partners described having specific contact point at all stages, and that since go live the SPOC has helped reinforce this. Supply Chain Partners confirmed that they were introduced to the most relevant person in Rehab JobFit who would provide specific support, for example with help in providing IT support. Partnership Plus contributes significantly to this area, and this is complimented by monthly contract performance review management. Regular discussions are held with Supply Chain Partners to determine the level of resources which are been applied to the delivery and discussions take place to investigate what additional support may be required from Rehab JobFit to improve performance. 3d) Performance Rehab JobFit continues to develop its approach to ensure Supply Chain Partners work collaboratively. Regular meetings and a variety of performance league tables are shared with Supply Chain Partners, this encourages improvement in performance outcomes. Rehab JobFit has undertaken a significant number of initiatives; these include visits to all partners to meet and share best practice from the Claims and Validation Team Leader and Head of Support Services. Within Wales, regular meetings of the three larger partners are now well established and have encouraged best practice sharing in order to enhance performance. Supply Chain Partners are now able to access Better Off calculators and the Do It Profiler diagnostic tool. A Performance Investigator role has been introduced to support partners in identifying hidden jobs. 14 TMX Merlin Report Template

17 They ve supported us to find hidden performance, one of the other SCPs gave information on how they d done it which helped us. We work together to get the best results for us and our partners right across the contract. As at the assessment in 2014, clear channels support regular performance review with a structured approach taken by Rehab JobFit which is outlined in the Partnership Plus handbook. Performance Managers conduct weekly performance meetings, where business priority targets are set and performance against targets is reviewed, key performance measures are monitored formally and any training requirements are identified. A balanced scorecard is used, this scorecard focuses on key performance drivers which scores provider performance against agreed indicators. The use of the scorecard is enabling a more focused contract performance review, which enables Rehab JobFit to identify underperformance and manage risk appropriately. The Partnership Plus manual details the interventions matrix that is used by Rehab JobFit and defines the 18 clear interventions used, split between 11 Enhancing performance interventions and 7 Interventions to address concerns and risks. For 2016, the Balanced Scorecard for monthly Contract Performance Review (CPR) meetings has been updated and the Management Information provided by Rehab JobFit strengthened. Its sensible, mature and proportionate. Rehab JobFit have a well-developed Management Information system which is used by all Supply Chain Partner s who deliver services on behalf of JobFit. Rehab JobFit continue to develop the system to ensure that they provide information which the Supply Chain Partners can use to help them improve. Regular production of management information is complemented by schedules which help Supply Chain Partners know when to expect information to be provided to them. The business analysis team based within Rehab JobFit were seen positively by Supply Chain Partners who feel they are able to receive information in formats which suit them. They ve got some really good people putting the MI reports together its incredible how effective it is. They created a set of reports just for us. A number of activities contribute to providing value for money to a number of stakeholders including the commissioners. As noted earlier in this report Rehab JobFit have invested in a Performance Investigator who works on identifying hidden jobs, this role has been successful in allowing Rehab JobFit to claim funding for customers who are in work, other examples include supporting Supply Chain Partners with out of hours service. The work of the Partnerships and Provisions Manager enables Supply Chain Partners to access funding for courses, additional training and other innovative provision, which is used to enhance the customer journey. On Work Programme, partners are subject to an enhanced performance regime which drives performance towards stretch targets. 3e) Promoting Diversity and Equality As at the assessment in 2014, Rehab JobFit have in place arrangements to ensure that Supply Chain Partners are required to validate the alignment of their commitment to diversity and equality. Rehab JobFit ensured through considerate selection the arrangements for the Supply Chain Partners are aligned very closely to their own commitment to Diversity and Equality. 15 TMX Merlin Report Template

18 Expressions of Interest require potential partners to Supplyequal opportunity polices for review by Rehab JobFit, these policies are checked on an annual basis through system and process audits. For customers requiring information in Welsh language this is provided to them, a range of bi-lingual marketing materials are made available to Supply Chain Partners delivering provision in Wales. Since the assessment in 2014, significant analysis of equal opportunities data has been undertaken, this analysis has enabled Rehab JobFit and its Supply Chain Partners to develop a deeper understanding of the customers which it supports for instance with customers who have health related challenges in accessing employment. Rehab JobFit have worked with this cohort of customers more closely to ensure they make progress into jobs. The Do-IT profiler tool is also providing data which enables Supply Chain Partners to understand better the literacy and numeracy needs of customers in more detail than ever. Data analysis that has been completed indicates that there is little difference relating to outcomes for the different ethnic groups. Supply Chain Partners were able to describe some of the awareness raising that had taken place by Rehab JobFit, for example at recently held CPR meetings Equality and Diversity measures relating to Ramadan and what this might mean to customers is discussed. 16 TMX Merlin Report Template

19 4. Review 4a) Supply Chain Review Feedback is sought by Rehab JobFit from a very wide range of stakeholders, this feedback has resulted in significant changes across a range of Rehab JobFit s processes and tools including; the redesign of an enhanced Partnership Plus approach, with input on design being gathered from partners, changes to the Quality Assurance Framework and the use of external consultants to identify key areas of performance improvement with engagement from Supply Chain Partners. Since the assessment in 2014, Rehab JobFit s Executive Director held Chief Executive forums across the Supply Chain to consult with leaders and review areas for improvement and discuss proposed enhancements to operating practices. The Executive Director has conducted observations on delivery, and the performance management regime, the findings of which informed the enhancements to Partnership Plus. As noted earlier in this report, during the last year, Rehab JobFit have made substantial improvements to the Claims & Validation Process for Work Programme and CWP contract, using helpful feedback from Supply Chain Partners to develop and refine their approach. All Supply Chain Partners are required to complete Quality Assurance Questionnaires (QAQ), this document is used by Rehab JobFit to enable the Self Assessment process. Each Supply Chain Partner is expected to complete the QAQ annually and submit it to their Performance Manager for review. This document is reviewed and the results are challenged where appropriate. The findings from this are used to input into the Rehab JobFit SAR process. On completion of a QAQ, Supply Chain Partners are expected to generate a detailed and effective Quality Improvement Plan to address any of the areas identified for improvement in the QAQ. These plans are then subject to review via the CPR process to ensure progress is being made against identified areas. Partners felt that the processes used were effective in helping them to improve. Supply Chain Partners are kept informed of wider policy and strategic information through updates across a range of different levels including face-to-face interactions at Chief Executive Forums, Supply Chain Manager lead meetings, communications through the portal and the issuing of live running memos. The Partnership Plus newsletter provides a platform to deliver specific content relating to strategy and policy and Supply Chain Partners are encouraged to attend national events such as the CESI annual conference and become members of the IEP through the facilitation of discounted rates. Supply Chain Partners are encouraged by Rehab JobFit to complete surveys and consultations put out by commissioners and national bodies in order to contribute to wider social and policy changes. The diverse nature of the supply chain, with strong local links, result in Supply Chain Partners having a clear understanding of the communities in which they work. On an annual basis staff of Rehab JobFit are required to give one day of their time to support charitable local community initiatives. On Work Programme the review of customer needs and changes in the profile of the customers accessing the provision has resulted in a redesign and an increased focus on wellness for customers. Rehab JobFit have begun carrying out deep dive audits with a small number of Supply Chain Partners to ensure that the partner is best placed to support the customers it works with. Other examples that were given in relation to improvement strategies include the acquisition of licenses for the Do-IT profiler tool, which helps front line advisors in identifying and suggesting ways to support customers with a health related challenges. 17 TMX Merlin Report Template

20 Catherine gave an update during the CWP Supply Chain Partner meeting on the work and health presentation she d been to hosted by DWP, partners welcomed the fact that she told them everything that was discussed and the conversation was very much around how the current Supply Chain could benefit from it, she also gave lots of useful tips to the partners re the completion of EOI s on the Bravo system. If we were working with the same delivery model as we were in the early days, we wouldn t be successful. The new model is more focused on clients needs we ve had MIND and LIFT do presentations at Supply Chain meetings and Campus offer our advisers support. Rehab JobFit have taken significant steps to ensure that through the design and activities of supply chains there is a positive impact on external stakeholders. Rehab JobFit have invested significantly for example in Merthyr Tydfil in Wales where they have created an enterprise hub which is linked to the Welsh governments Vibrant and Viable places initiative. In addition the CAIS incubation unit in North Wales has impacted on the local Area. A particularly low turnover of staff within Rehab JobFit reflects the employee well-being which is enjoyed by staff, alongside encouraging flexible working arrangements to reduce the need for travel and enhance work life balance. 18 TMX Merlin Report Template

21 7. Conclusion This assessment provided the opportunity to review Rehab JobFit s approach to Supply Chain Management for the current contracts it delivers on behalf of a number of commissioners against the Merlin Standard. Rehab JobFit have continued to refine a number of key systems and processes to ensure that they are as effective as they can be. During this assessment it was clear that Rehab JobFit have a proactive approach to continuous improvement. This approach has resulted in the increase on the score achieved in It was evident to the assessment team that since their last assessment Rehab JobFit continue to remain fully committed to developing its approach to the management of its Supply Chain Partners and continues to improve practices and develop the Supply Chain Partner s capacity it works with. ASSESSMENT TYPE ASSESSOR S DECISION LEAD ASSESSOR S NAME REVIEW STANDARD MET ROBERT MOTTRAM VISIT DATE 21 ST JUNE TH JUNE 2016 CLIENT ID C TMX Merlin Report Template