MAXIMUS and the Work Programme

An overview of our approachFor London West CPA

May 2011 1

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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

Introducing MAXIMUS

Management Structure - London WestMaximus Corporate

Managing Director Maximus UK

Bob Leach

Chief Operations Officer

[appointed]

Director of HR & Organisation Development

Louise Whittington

Company SecretaryMarilyn Saunders

Finance Director

[appointed]

Business Development

Director[tbd]

Quality & Audit Director

Meryl Zimmer

Interim Chief Information Officer

John Gaudry

Regional General Manager

London West[appointed]

National Employer Relations Manager

[tbd]Business Manager

Camden

Supply Chain Manager

HR Business Partner

Volunteer & Community

LiaisonCustomer Service Centre

(CSC) ManagerPaul Clemens

Interim Health Team Manager

Aurelia Sardjono

Careers Development Group (CDG)

Roy O’ShaughnessyChief Executive

CDG Head of VolunteeringRebecca Green

Regional (CPA) Community Inclusion

Board

Business ManagerEaling

Business ManagerHammersmith

Business ManagerHarrow

Business ManagerHillingdon

Business ManagerIslington

Business ManagerKensington

Business ManagerWestminster

Delivery Partners

~ 5E Ltd~ Acton Training Centre

~ CDG~Islington Council~Kennedy Scott

~Renaisi~The Citizens Trust

~Urban Futures~Westminster Works

The make up of London West

Provider Total sites Locations

MAXIMUS 8Camden, Ealing, Hamersmith & Fullham, Harrow, Hillingdon, Islington, Kensington & Chelsea, Westminster

Careers Development Group 5 Brent, Barnet, Haringey, Hounslow, Wandsworth

5E 2 Enfield, Haringey

Kennedy Scott 2 Brent, Harrow

Urban Futures 2 Brent, Hillingdon

London Borough of Islington 1 Islington

Acton Training Centre 1 Ealing

The Citizens Trust 1 Ealing

Avanta Enterprise (TNG) 1 Enfield

Westminster Works Consortium 1 Westminster

RENAISI 1 Hamersmith & Fullham

Princes Trust Pan London WestTotal centres per area 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

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Referral Process

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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.

Customer JourneyExpert 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

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Networking

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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

Recap of the Journey

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Customer journey – Minimum Standards

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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

Customer Journey – Minimum standards

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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

Personalised Assistance

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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 wayHigh Level Overview

Fast Track Work Readiness Intensive Support

Minimum contact with Employment Consultant

Fortnightly contact with ECAccess to an Expert Volunteer

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

• 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

• 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

Premises – General approachGeneral ApproachWe are combining local offices with outreach locations to ensure that no customer is severely disadvantaged because of their locationWe 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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