Providers have to find ways to keep working with limited resources:
Time: they switch resources to juggle service demands & encourage service users to use other providers (like crisis centres) outside of working hours.
Money: funding is time-limited & has attached expectations for use
Workforce: staff are encouraged to access online & in-person training where available (sometimes through other providers) & they use previous experience to apply for new job opportunities to stay employed by their service.
Data: staff manage workloads & targets with existing technology which has limited functions & access.
Providers have to juggle competing demands, & they deal with this by allocating other resources to keep their service going.
Services are limited by their opening hours. If service users need support out-of-hours, they have to be signposted elsewhere when the service is closed.
Providers worry about the availability & use of funding affecting operation of the service.
Providers promote training opportunities (online/in-person) for basics & additional ways of supporting service users.
“as part of our mandatory training, we have an online training package coverings safeguarding, equality, diversity, and health & safety. The Make Every Contact Count training & suicide prevention is usually in-person. Either people [here] deliver that or other voluntary organisations locally. Me and [Linked provider], we deliver some behaviour change stuff. There’s a wide range, so there’s a mix of online and in-person training. Most of it’s funded as well, which is good. I think if there was a gap, we’d be able to find the funding to do the training we needed.” – Linked provider
Providers use technology that they already have to manage their workloads & targets, which allows follow-up & supports engagement, but they are limited by access & functionality.
Many staff joined their service after the pandemic began & used previous work experience to apply for opportunities which supports career journeys & keeps staff in the workforce.
What to consider
Providers have to find ways to keep working effectively with their limited resources. Making better use of existing resources, time & training can help staff to do this. Consider the following strategies for your service
Staff freely manage their own time & workload to make sure the service runs smoothly (+)
What to do
Give staff workload flexibility to manage their own tasks & responsibilities (include admin).
How to do it
Support staff to complete & prioritise key tasks to manage their own workload (e.g. admin days).
What changes
Service can be kept going.
Offer staff accessible & flexible training to meet their needs (+)
What to do
Provide staff access to appropriate & regular training opportunities to improve available service support. Offer flexibility in workloads for staff to develop new skills.
How to do it
Make sure all staff in the workforce keep their skills up to date. Recognise training gaps & use existing resources or appropriate providers to fill them. Share learning with others to overcome limited training access.
What changes
Service includes everyone & meets people’s needs.
Service can be kept going.
Shorter waits for service.
Service user-focused.
Providers access existing technology to support service user engagement (+)
What to do
Allow records to be shared between providers & get information about community resources to support service user engagement.
How to do it
Find & share appropriate information (through community database & connected record systems) to personalise service user support.
What changes
Service meets people’s needs.
Shorter waits for service.
Service can be kept going.
Service user-focused.