Serco Health Academy
Making learning possible! The Serco
Health Academy aims to give
everyone in our team the chance to
develop their skills and themselves in
ways and at levels and speeds that
suit them best.
To begin with a number of
programmes will be available,
including:
Workforce Plus
a programme designed for people
keen to move away from a narrow
view of what skills are needed for a
role and to broaden and deepen their
skills in a structured and rewarding
way.
Management Training
a development programme for junior
and middle managers to prepare them
for more senior posts in the
organisation in the future. This is also
aimed at front line staff wishing to
move upwards into Team Leader roles
and will include deputising
opportunities as well as high quality
structured training.
Core Functional Skills
Apprenticeships
a refresher course in the everyday
structured
learning that is completed
skills that underpin all personal and
mainly on the job and can lead to a
working activity. The 5 Core Skills are:
qualification.
Communication, Numeracy,
Information and Communication
Technology, Problem Solving and
Working with others.
Advanced Functional Skills
more support and information that
builds on from the core functional skills
some of which include: customer
service, developing yourself, your
team and your career, and report
writing.
"You cannot teach a person anything; you can only help him find it within himself" Galileo Gallilei
Serco Health Academy
Core Functional Skills
These are in five critical areas known
as the Core Skills. They are the skills
most needed in any work environment.
Not every job needs people who are
proficient in all five Core Skills but every
job requires some level of ability in
some of them. The five Core Functional
Skills are:
COMMUNICATION
NUMERACY
PROBLEM SOLVING
WORKING WITH OTHERS
INFORMATION AND
COMMUNICATION TECHNOLOGY
A lack of these fundamentals may hold
back the business success and limit the
career options for the staff concerned.
To address this, we have introduced a
new Core Skills development
programme. Time commitments will
vary. However, it is likely that the entire
process for 5 modules, could be
completed between 6 and 12 months’. If only 1 or 2 modules are taken, then it
will be much less. We believe that this
represents a great opportunity for staff
and for Serco. By doing this, we expect
to create a more skilled and confident
workforce for the business as well as
more varied and rewarding careers for
our staff.
Communication Skills
Underpins almost all personal,
social, learning, and working activity.
They are essential in clarifying our
thoughts, in interacting and
conversing with others, in expressing
thoughts and in conveying
information, feeling and opinions.
The Core Skill in Communication has
two components:
• Oral Communication
• Written Communication
Numeracy Skills
Numeracy skills are necessary for
coping with the demands of
everyday life, including work and
study; people need to be comfortable
with numbers, and with graphs,
symbols, diagrams and calculators.
The Core Skill in Numeracy has two
components:
• Using Graphical Information
• Using Numbers
Working with Others
Working with Others develops the
skills needed to co-operate with
others in learning and working
situations to identify and achieve
shared goals. The Core Skill in
Working with Others has two
components:
• Working Co-operatively with Others
• Reviewing Co-operative
contribution
Problem Solving
Problem Solving develops the skills
needed for tackling issues and
problems in personal, social,
vocational and occupational
contexts. The Core Skill in Problem
Solving has three components:
• Critical Thinking
• Planning and Organising
• Reviewing and Evaluating
Information Technology
Information Technology focuses on the
ability to use IT to process information
in ways which will be useful in work and
in the home - it is not about developing
IT specialists.
The Core Skill in ICT has two
components:
• Accessing Information
• Providing/Creating Information
Programme Provider:
QA Training Partner & Local Colleges
Duration: 1 day per module
Cost: £Dependent on course
How to apply for this training programme:
Please complete the enclosed application form and provide it to your
line manager. All courses will be subject to approval by your
manager and Contract Director and may depend on cost and budget.
Core Functional Skills
These are in five critical areas known
as the Core Skills. They are the skills
most needed in any work environment.
Not every job needs people who are
proficient in all five Core Skills but every
job requires some level of ability in
some of them. The five Core Functional
Skills are:
COMMUNICATION
NUMERACY
PROBLEM SOLVING
WORKING WITH OTHERS
INFORMATION AND
COMMUNICATION TECHNOLOGY
A lack of these fundamentals may hold
back the business success and limit the
career options for the staff concerned.
To address this, we have introduced a
new Core Skills development
programme. Time commitments will
vary. However, it is likely that the entire
process for 5 modules, could be
completed between 6 and 12 months’. If only 1 or 2 modules are taken, then it
will be much less. We believe that this
represents a great opportunity for staff
and for Serco. By doing this, we expect
to create a more skilled and confident
workforce for the business as well as
more varied and rewarding careers for
our staff.
Communication Skills
Underpins almost all personal,
social, learning, and working activity.
They are essential in clarifying our
thoughts, in interacting and
conversing with others, in expressing
thoughts and in conveying
information, feeling and opinions.
The Core Skill in Communication has
two components:
• Oral Communication
• Written Communication
Numeracy Skills
Numeracy skills are necessary for
coping with the demands of
everyday life, including work and
study; people need to be comfortable
with numbers, and with graphs,
symbols, diagrams and calculators.
The Core Skill in Numeracy has two
components:
• Using Graphical Information
• Using Numbers
Working with Others
Working with Others develops the
skills needed to co-operate with
others in learning and working
situations to identify and achieve
shared goals. The Core Skill in
Working with Others has two
components:
• Working Co-operatively with Others
• Reviewing Co-operative
contribution
Problem Solving
Problem Solving develops the skills
needed for tackling issues and
problems in personal, social,
vocational and occupational
contexts. The Core Skill in Problem
Solving has three components:
• Critical Thinking
• Planning and Organising
• Reviewing and Evaluating
Information Technology
Information Technology focuses on the
ability to use IT to process information
in ways which will be useful in work and
in the home - it is not about developing
IT specialists.
The Core Skill in ICT has two
components:
• Accessing Information
• Providing/Creating Information
Programme Provider:
QA Training Partner & Local Colleges
Duration: 1 day per module
Cost: £Dependent on course
How to apply for this training programme:
Please complete the enclosed application form and provide it to your
line manager. All courses will be subject to approval by your
manager and Contract Director and may depend on cost and budget.
Advanced Functional Skills
The advanced functional skills are a
step beyond the functional skills
required for a role. This might interest
someone who has already completed
the core functional skills training or
whose role requires a more advanced
set of functional skills.
Advanced Communication
Providing you with the
communications armoury for you to
be able to communicate effectively
with anyone and at any level, it goes
far beyond a beginners guide to
communication and focuses upon
some more of the advanced
communication techniques available.
The Advanced Functional Skills
programme includes:
ADVANCED COMMUNICATION
PRESENTATION SKILLS
ICT ADVANCED SKILLS
(such as Advanced MS Office)
CUSTOMER SERVICE
REPORT WRITING
Presentation Skills
Presentations skills and public
speaking skills are very useful in
many aspects of work and life.
Effective presentations and public
speaking skills are important in
business, sales and selling, training,
teaching, lecturing and generally
entertaining an audience.
Developing the confidence and
capability to give good presentations,
and to stand up in front of an
audience and speak well, are also
extremely helpful competencies for
self-development too.
ICT Advanced Skills
For those who already have an
understanding of the basic packages
out there, why not go one step
further and develop your ICT skills to
an advanced level. This could
include advanced training in the
various Microsoft Office packages or
specialist ICT skills training such as
SAP or Access.
Customer Service
Develop techniques that can assist
you in delivering outstanding
customer service whether they are
internal or external to the company;
good questioning skills, using
non-verbal behaviour, handling
difficult customers.
Report Writing
Develop your report writing skills
and learn a number of easy-to-learn
report-writing techniques, making
reports easier to read, look
professional, capture the audience
of the reader, and enhance the
image of both the writer and the
organisation.
Better Together
Improve the Patient Experience
using the Serco approach ‘Better Together’. Learn techniques to put patients and service users at the
centre of everything you do.
Programme Provider:
QA Training Partner & Local Colleges
Duration: 1 day per module
Cost: £Dependent on course
How to apply for this training programme:
Please complete the enclosed application form and provide it to your
line manager. All courses will be subject to approval by your
manager and Contract Director and may depend on cost and budget.
Advanced Functional Skills
The advanced functional skills are a
step beyond the functional skills
required for a role. This might interest
someone who has already completed
the core functional skills training or
whose role requires a more advanced
set of functional skills.
Advanced Communication
Providing you with the
communications armoury for you to
be able to communicate effectively
with anyone and at any level, it goes
far beyond a beginners guide to
communication and focuses upon
some more of the advanced
communication techniques available.
The Advanced Functional Skills
programme includes:
ADVANCED COMMUNICATION
PRESENTATION SKILLS
ICT ADVANCED SKILLS
(such as Advanced MS Office)
CUSTOMER SERVICE
REPORT WRITING
Presentation Skills
Presentations skills and public
speaking skills are very useful in
many aspects of work and life.
Effective presentations and public
speaking skills are important in
business, sales and selling, training,
teaching, lecturing and generally
entertaining an audience.
Developing the confidence and
capability to give good presentations,
and to stand up in front of an
audience and speak well, are also
extremely helpful competencies for
self-development too.
ICT Advanced Skills
For those who already have an
understanding of the basic packages
out there, why not go one step
further and develop your ICT skills to
an advanced level. This could
include advanced training in the
various Microsoft Office packages or
specialist ICT skills training such as
SAP or Access.
Customer Service
Develop techniques that can assist
you in delivering outstanding
customer service whether they are
internal or external to the company;
good questioning skills, using
non-verbal behaviour, handling
difficult customers.
Report Writing
Develop your report writing skills
and learn a number of easy-to-learn
report-writing techniques, making
reports easier to read, look
professional, capture the audience
of the reader, and enhance the
image of both the writer and the
organisation.
Better Together
Improve the Patient Experience
using the Serco approach ‘Better Together’. Learn techniques to put patients and service users at the
centre of everything you do.
Programme Provider:
QA Training Partner & Local Colleges
Duration: 1 day per module
Cost: £Dependent on course
How to apply for this training programme:
Please complete the enclosed application form and provide it to your
line manager. All courses will be subject to approval by your
manager and Contract Director and may depend on cost and budget.
Workforce Plus
Workforce Plus is designed to help our
workforce grow and develop by
providing structured training and
recognised qualifications linked directly
to key jobs here in the business. By
taking part in the programme, you may
be able to complete nationally
recognised educational qualifications,
such as: HNC or HND or NVQs, while
gaining valuable work experience that
will equip you for promoted job
opportunities that we are likely to have
as time passes and our workforce
needs change. This initiative is based
on our knowledge of the key skills and
experience and the potential changes
that are likely to occur in our workforce.
Jobs will be become more advanced in
the near future and we want to make
sure that our own staff are ready and
able to take on the challenges offered
to them within the more specialised and
higher skilled jobs. For example, we
can see that there is likely to be a
greater need for the following jobs:
CHEFS
SECURITY
PORTERS
TEAM LEADERS
TECHNICIANS
ADMINISTRATION ASSISTANTS
MAINTENANCE ASSISTANTS
So, by starting to train, educate and
develop staff now in the key skills and
knowledge that these jobs will require
from them, we can begin to plan to
develop many of our existing staff so
that you are ready to be considered
for these jobs when vacancies
become available. That way, you get
the opportunity to learn and train and
we get the benefit of having people
ready to step in to new jobs and hit the
ground running. If you are presently
employed here in one of the following
jobs, then you could well be ready for
a shift into one or other of the new
jobs as they arise:
CATERING ASSISTANT
WARD HOUSEKEEPER
PORTER
HELPDESK
RECEPTION
PLUMBER
JOINER
ELECTRICIAN
PAINTER
MECHANIC
At this early stage, it is hard for us to
tell how many jobs will be required
and how many training places will be
necessary. That said, we definitely
want to plan for growth – yours and
ours and there is no point in holding
back on training until vacancies arise.
We need to start now.
Programme Provider:
Serco Work Experience and Local Colleges
Duration: 1 day per module
How to apply for this training programme:
Please complete the enclosed application form and provide it to your
line manager. All courses will be subject to approval by your
manager and Contract Director and may depend on cost and budget.
In your application, it’s important to demonstrate why you wish to
make the move and have a keen interest in pursuing a future role in
your chosen area.
Workforce Plus
Workforce Plus is designed to help our
workforce grow and develop by
providing structured training and
recognised qualifications linked directly
to key jobs here in the business. By
taking part in the programme, you may
be able to complete nationally
recognised educational qualifications,
such as: HNC or HND or NVQs, while
gaining valuable work experience that
will equip you for promoted job
opportunities that we are likely to have
as time passes and our workforce
needs change. This initiative is based
on our knowledge of the key skills and
experience and the potential changes
that are likely to occur in our workforce.
Jobs will be become more advanced in
the near future and we want to make
sure that our own staff are ready and
able to take on the challenges offered
to them within the more specialised and
higher skilled jobs. For example, we
can see that there is likely to be a
greater need for the following jobs:
CHEFS
SECURITY
PORTERS
TEAM LEADERS
TECHNICIANS
ADMINISTRATION ASSISTANTS
MAINTENANCE ASSISTANTS
So, by starting to train, educate and
develop staff now in the key skills and
knowledge that these jobs will require
from them, we can begin to plan to
develop many of our existing staff so
that you are ready to be considered
for these jobs when vacancies
become available. That way, you get
the opportunity to learn and train and
we get the benefit of having people
ready to step in to new jobs and hit the
ground running. If you are presently
employed here in one of the following
jobs, then you could well be ready for
a shift into one or other of the new
jobs as they arise:
CATERING ASSISTANT
WARD HOUSEKEEPER
PORTER
HELPDESK
RECEPTION
PLUMBER
JOINER
ELECTRICIAN
PAINTER
MECHANIC
At this early stage, it is hard for us to
tell how many jobs will be required
and how many training places will be
necessary. That said, we definitely
want to plan for growth – yours and
ours and there is no point in holding
back on training until vacancies arise.
We need to start now.
Programme Provider:
Serco Work Experience and Local Colleges
Duration: 1 day per module
How to apply for this training programme:
Please complete the enclosed application form and provide it to your
line manager. All courses will be subject to approval by your
manager and Contract Director and may depend on cost and budget.
In your application, it’s important to demonstrate why you wish to
make the move and have a keen interest in pursuing a future role in
your chosen area.
Management
Training
Stepping into
Management (continued)
A suite of development options for front
line staff and managers to prepare
them for more senior posts in the
business.
Middle Managers to Leaders
Development options include:
Front Line Staff to Team Leaders
Toolkits introduction on
Managing absence,
Managing discipline and
grievance
Managing discipline
investigations
Managing performance
Managing performance reviews
Managing recruitment
Team Leaders to Junior and Middle
Managers
Toolkits and Management plus training
modules on;
Management Foundations
Managing Attendance
Managing Discipline and
Grievance
Managing Performance
Managing Performance
Reviews
Managing Recruitment and
Selection
Leadership Foundations
Coaching others
Business Planning Workshop
Developing our leaders
Managing projects
Managing safety, risk and
environment
Managing services
Supporting our customers
All levels
Developing yourself
Developing your team
Developing your career
Identify learning needs
Evaluating learning
Programme Provider:
Serco Internal material and resources.
Some of the programmes are delivered
in conjunction with our outsourced training
providers.
Duration: Dependant on chosen course
Cost: Dependant on chosen course
How to apply for this training programme:
Please complete the enclosed application form and provide it to your
line manager. All courses will be subject to approval by your
manager and Contract Director and may depend on cost and budget.
Management
Training
Stepping into
Management (continued)
A suite of development options for front
line staff and managers to prepare
them for more senior posts in the
business.
Middle Managers to Leaders
Development options include:
Front Line Staff to Team Leaders
Toolkits introduction on
Managing absence,
Managing discipline and
grievance
Managing discipline
investigations
Managing performance
Managing performance reviews
Managing recruitment
Team Leaders to Junior and Middle
Managers
Toolkits and Management plus training
modules on;
Management Foundations
Managing Attendance
Managing Discipline and
Grievance
Managing Performance
Managing Performance
Reviews
Managing Recruitment and
Selection
Leadership Foundations
Coaching others
Business Planning Workshop
Developing our leaders
Managing projects
Managing safety, risk and
environment
Managing services
Supporting our customers
All levels
Developing yourself
Developing your team
Developing your career
Identify learning needs
Evaluating learning
Programme Provider:
Serco Internal material and resources.
Some of the programmes are delivered
in conjunction with our outsourced training
providers.
Duration: Dependant on chosen course
Cost: Dependant on chosen course
How to apply for this training programme:
Please complete the enclosed application form and provide it to your
line manager. All courses will be subject to approval by your
manager and Contract Director and may depend on cost and budget.
Apprenticeships
We have a strong track record for delivering and supporting apprenticeships in
a wide variety of subjects ranging from reception/customer service through to
facility management. We have a specialist team that manage apprenticeships
within the company. Funding is available from government for those aged
between 16-24 years old.
Even if you are not in this age range, the apprentice team will explore with your
line manager different ways in which you can be developed.
You have nothing to lose by discussing apprenticeships with your line manager
Programme Provider:
Serco Apprenticeship Programme along
with local colleges.
Duration: From 24 to 42 months
Cost: Dependant on programme
How to apply for this training programme:
Application process as detailed above for the “Stepping into Management” programme. Serco Health Academy – Frequently Asked
Questions
Q1. Are the training programmes mandatory?
No, they have been set up with employee development in mind. We want
to support and encourage employees to take steps to become better in
their current roles and perhaps take the next step to developing their
careers. We recognise that this cannot be done without providing access
to relevant training.
The only training that is mandatory is that which specifically relates to your
job or is a requirement of all Serco employees e.g. manual handling, Think
Privacy
Q2. How many training programmes can I apply
for?
There is no limit on the amount or type of training that can be applied for.
However, any request will be reviewed in terms of its relevance to the
employee’s current or future role, business need and impact on service delivery. It should be expected that multiple requests will be prioritised.
By submitting applications, you will help your line manager plan and budget
for future training.
Q3. I’m interested, what are my next steps? Complete the application form shown on the final page of this booklet
and/or ask to have a conversation with your line manager?
Apprenticeships
We have a strong track record for delivering and supporting apprenticeships in
a wide variety of subjects ranging from reception/customer service through to
facility management. We have a specialist team that manage apprenticeships
within the company. Funding is available from government for those aged
between 16-24 years old.
Even if you are not in this age range, the apprentice team will explore with your
line manager different ways in which you can be developed.
You have nothing to lose by discussing apprenticeships with your line manager
Programme Provider:
Serco Apprenticeship Programme along
with local colleges.
Duration: From 24 to 42 months
Cost: Dependant on programme
How to apply for this training programme:
Application process as detailed above for the “Stepping into Management” programme. Serco Health Academy – Frequently Asked
Questions
Q1. Are the training programmes mandatory?
No, they have been set up with employee development in mind. We want
to support and encourage employees to take steps to become better in
their current roles and perhaps take the next step to developing their
careers. We recognise that this cannot be done without providing access
to relevant training.
The only training that is mandatory is that which specifically relates to your
job or is a requirement of all Serco employees e.g. manual handling, Think
Privacy
Q2. How many training programmes can I apply
for?
There is no limit on the amount or type of training that can be applied for.
However, any request will be reviewed in terms of its relevance to the
employee’s current or future role, business need and impact on service delivery. It should be expected that multiple requests will be prioritised.
By submitting applications, you will help your line manager plan and budget
for future training.
Q3. I’m interested, what are my next steps? Complete the application form shown on the final page of this booklet
and/or ask to have a conversation with your line manager?
Serco Health Academy
Making learning possible! The Serco
Health Academy aims to give
everyone in our team the chance to
develop their skills and themselves in
ways and at levels and speeds that
suit them best.
To begin with a number of
programmes will be available,
including:
Workforce Plus
a programme designed for people
keen to move away from a narrow
view of what skills are needed for a
role and to broaden and deepen their
skills in a structured and rewarding
way.
Management Training
a development programme for junior
and middle managers to prepare them
for more senior posts in the
organisation in the future. This is also
aimed at front line staff wishing to
move upwards into Team Leader roles
and will include deputising
opportunities as well as high quality
structured training.
Core Functional Skills
Apprenticeships
a refresher course in the everyday
structured
learning that is completed
skills that underpin all personal and
mainly on the job and can lead to a
working activity. The 5 Core Skills are:
qualification.
Communication, Numeracy,
Information and Communication
Technology, Problem Solving and
Working with others.
Advanced Functional Skills
more support and information that
builds on from the core functional skills
some of which include: customer
service, developing yourself, your
team and your career, and report
writing.
"You cannot teach a person anything; you can only help him find it within himself" Galileo Gallilei
Serco Health Academy
LINE MANAGER………………………………………… CONTRACT DIRECTOR………………………………………… HRBP……………………………………
APPROVED BY:
Career Ambitions and how
this will contribute to them?
Reasons for wishing to
undertake this programme
Training Programme Dates
Cost - £
Name of Training
Programme / Module
Programme Provider
I request approval to undertake the following training programme or module.
LINE MANAGER………………………………………… CONTRACT DIRECTOR………………………………………………… DATE ………………………….....
NAME………………………………………… JOB TITLE………………………………………… CONTRACT/LOCATION…………………………………….……
Serco Health Academy Application Form