Uemploy: Consultancy for Employment Inclusion

1. Uemploy: Consultancy for Employment Inclusion Scheme Manager Training Manual

2. Welcome Welcome on the UEmploy: Consultancy for Employment Inclusion Scheme Managers Training Program

3. Course of the UEmploy Scheme Managers program 09.00 - 09.45 Introduction of the scheme 09.45 - 11.00 A profitable Language Communication Audit Scheme (A benchmark) 11.00 – 11.10 Break 11.10 – 13.00 Scheme manager activities 13.00 – 14.00 Lunch 14.00 – 16.00 Scheme manager activities (continued). Next steps (project plan) 16.00 – 17.00 Closing the day

4. Advantages of the UEmploy Consultancy Service • Creates a balance betweeen companies and employees with disability • Minimizes risks and quality problems when employing this special type of workforce • Helps to open new work market segments • Increases company reputation • Helps to improve work climate

5. Objectives of the UEmploy Consultancy Training • To introduce UEmploy Scheme • To develop skills for consultants to undertake UEmploy consultancy service • To enable consultants, through participative workshops, to promote, sell and undertake effective UEmploy consultancy services • To enable the Scheme Managers to select suitable candidates for registration as UEmploy consultants

6. Objectives of the UEmploy Scheme Managers Training • To give information about the UEmploy consultancy system • To help Scheme Managers to improve consultants' skills • To help Scheme managers to build an efficient project management system, in order to • Be able to monitor consultants’ activities • Encourage SMEs to employ more people with disability • Help SMEs to increase effectiveness of companies by discovering new segments in the work market • Manage consultants to perform the maximum performance while auditing companies

7. Experience of the UEmploy Consultant Training Program • Group discussion • What was very useful? • What else should be added to the manual? • How could we improve electronic tools? • What was hardly understandable? • What was missing from the course? • What areas should be improved in the next training? • What national specialties should be added? • Is the manual adaptable for each country?

8. Experiences from the Uemploy Consultant Training Program • Knowledge of the potential consultants? • Skills of the potential consultants? • Attitude of the potential consultants? • Evaluation of participants’ feedback • Evaluation of trainers’ feedback • Conclusions

9. A Profitable UEmploy Audit Scheme (A benchmark)

10. McKinsey 7S model implementation

11. Strategy • Potential strategy for the UEmploy consultancy service • To provide a professional service to those SMEs which are willing to employ more employees with disability • By analyzing work processes of the company • By identifying critical competencies of each work step • By recommending appropriate categories of people with disability who can be employed in analyzed work positions and processes • By giving recommendations to HR managers and other stakeholders how to motivate and monitor these employees during interviews and real work • By giving recommendations to line management about improving work conditions and increasing safety for employees with disability • To set up an international network in order to • Form an international network which provides consultancy services to SMEs in all European countries • To have at least 5 active UEmploy consultants in all European countries • To ensure that each consultancy service is based on similar quality assurance system

12. Structure Scheme manager UEmploy consultant UEmployconsultant UEmployconsultant UEmployconsultant

13. Job description – Scheme Manager • Purpose: To manage the UEmploy team, ensuring that the service is delivered in accordance with management contracts. • Principal Accountability: • To interpret policies of the UEmploy service, maintaining a high level of quality of service • To monitor activities of UEmploy consultants • To budget for, procure and allocate grant funds • To create budgets for and control expenditure of management accounts • To ensure cost effective provision of essential services and supplies • To develop the profile of UEmploy whilst ensuring adherence to professional codes of conduct • To monitor the effectiveness of policy, recommending modifications as appropriate and implementing agreed changes • To develop individual team members through the provision of appropriate training and development opportunities • General UEmploy project management

14. Job description – UEmploy consultant • A UEmploy Consultant will • visit the company for the first time to gain the first impressions • According to the experience of this first visit, the consultant will compile a questionnaire for employees, supervisors and other stakeholders in order to run interviews and to collect necessary information for selecting a company tailored competency list. • Based on the experience of the first visit, the consultant will compile a competency toolkit tailored for the audited work process in order to hand it over to the interviewed stakeholders to weigh each competency • Run a field trip to identify unsafe conditions for disabled employees and to run interviews • Analyze the results of the interviews and the weighed competency toolkits and will select the most important competencies of the audited work process to create a decision making matrix. • Write a report to the audited company summarizing the findings and recommending certain, chosen types of people with disability to be employed in certain positions of the audited work process

15. System • Most important systems necessary for UEmploy project management • Project management system • Quality assurance system • Financial system • Communication system

16. Tools of Quality Assurance System • Quality services are insured by the following tools and methods: • Continuous monitoring of the process • Selection of consultants is based on competencies (CVs and interviews) • Clear scheme manager responsibilities • Code of Practice • Special training of consultants • SOP for handling complaints

17. Quality Assurance System - Methods • The scheme is monitored and evaluated by set criteria • The Scheme manager will be required to maintain monthly statistics of applications, interviews, offers of support • A representative of the Scheme manager will be required to accompany the consultant on one visit to a company within six months • The schemeis monitored against key performance indicators, such as size, sector, number of personnel, location, geographical distribution

18. Skills • Internet access • Laptop • Car (mobility) • Camera

19. Staff: Competencies • Basic Competencies •  Some marketing, communication experience in business life • Empathy – to understand customers’ (companies’ and disabled people) needs. • Excellent observation skills • Excellent analytical skills • Professional appearance

20. Competencies • Position-related Competencies • Independence • Mobility (to visit companies in different location) • Change management skills • Conflict handling skills • Good problem solving skills • Presentation skills • Motivation skills • Listening skills • Decision making skills • Report writing skills • Creativity • Flexibility

21. Shared Values • Accuracy • Phone numbers, addresses, dates and names are always correct in the reports. • Quality awareness • Exceeds clients’ needs • Professional approach • Tailored specifically to the company’s needs • Confidentiality • Confidential information is not shared with external partners • Team spirit • Working in teams improves effectiveness

22. Style • Focus on customer and quality • Working professionnally(appearance) • Creative work climate • Professionalism

23. Scheme Manager Activities

24. The Deming Cycle 10. Market research 9. Receiving feedback 8. Monitoring 7. Quality control 3. Planning service 2. Tailoring scheme 1. Market research 4. Project plan 6. Auditing 5. Selecting auditor

25. Improper Project Management Punishing innocent participants Panic Finding guilty managers Changing some managers Resistance Promoting those managers who haven’t participated in the project Written warnings Optimism Deadline

26. Proper Project Management Informed pessimism Resistance Success Closing Deadline

27. Consequences Punishing innocent • Higher costs • Bad reputation • Loosing customers • Trials • Dismissing auditors • Hiring new ones • Training Panic Informed pessimism Finding guilty Resistance Successes Written warnings Uninformed optimism Closing Deadline

28. Promotional Activities: Market Research • Telemarketing • Mail shots • Magazine Adverts • Events • Presentations • Newsletters • Case Studies • Intermediaries (ITD Hungary)

29. The Most Important Responsibility: Controlling the Auditing Process Preparation Audit Evaluation Continuous improvement

30. Other Responsibilities Record Keeping and Accountability • The Scheme Manager will be required to maintain detailed records of companies and consultants participating in the scheme. The Scheme Manager will be required to process applications, administer the subsidy scheme, recommend a short-list of suitable consultants to the company, ensure that the consultancy is carried out to the company’s satisfaction and deal with any resulting complaints.

31. Other Responsibilities • Quality control of the final report • The Scheme manager will • quality-control and evaluate the final written report produced by the consultant, • liaise with the company to obtain proof of satisfaction with the report and its conclusions • maintain good financial control over its operations.

32. Responsibility: To Train other Auditors

33. Other Responsibilities: Collecet data about companies • Scheme managers should collect the following data • Name of the company • Address • Phone number • E-mail address • Number of employees • Industry sector • Name of the contact person • Audit reports and other administration

34. Responsibility: Continuous Improvement • The Scheme manager should continuously improve the consultancy service by • Collecting recommendations to improve from consultants and companies • Evaluating report and consultancy services and analyzing strengths and weaknesses • Analyzing other consultancy services and benchmarking them • Being in touch with national consultancy associations • Interviewing company and other stakeholders of the service

35. Responsibilities: Giving advice (Review) • Interviews • Desk top research • Collection of information about the company • Interviews • Writing reports • Presenting reports

36. Responsibility: EvaluatingReports

37. Responsibility: Evaluation of the Auditor’s Work

38. Scheme Managers’ Competency Toolkit

39. Competency Toolkit

40. Consultant Coach Partner client Low interaction the for responsibility Facilitator Showing example Teacher Middle interaction s ’ Consultant High interaction Technical Observer Expert consultant Consultant ’ s responsibility for the success of the project Consultant’s Roles

41. Handling Stress

42. Shock Hope First success Desperation High Acceptance of change Lowy Time Change Management Skills

43. High Competing Collaborating /forcing ASSERTIVENESS (concern for me) Compromising Avoiding Accommodating Low Low High CO-OPERATIVENESS (concern for you) Conflict handling skills

44. Motivation skills • Achievement (performance) oriented • Influence (power) oriented • Affiliation (personal relationship) oriented • Security (safety) oriented • What can you do with these clients as a consultant? • What you shouldn’t do with these clients as a consultant?

45. Consultant toolkit: SWOT analysis Strengths Weaknesses Threats Opportunities

46. Force Field Analysis Forces For Change Forces Against Change Driving Forces Restraining Forces Plan: Introduce Some safety officers the Employees are afraid are afraid of loosing of accidents Job Safety their job Analysis program in Foremen don't want to the plant. Strong CEO participate in training the The objective of the support operators program is To reduce serious accidents by 50% by Managers oppose the the end of 2011. Safety Department total involvement of To collect operators' supports the idea operators ideas to improve safety. Force Field Analysis

47. Project Plan for Scheme Managers • Result of group work