How Endings Become Beginnings

Welcome to the fifth in a series of six Connect Assist Discussion Papers. Across the series, we are looking at multiple aspects of how charities and third sector organisations can best prepare themselves to serve more people while using fewer resources. And, ultimately, how to deliver services that achieve more profound outcomes and change lives.

The underlying theme of this and previous papers is that charity, voluntary and other third sector organisations must face the new realities of world recession, the current UK economic environment and the Coalition Government’s comprehensive spending review. This is not a temporary crisis. A fundamental shift is occurring and, for third sector leaders and managers, now is the time to act on the challenges – and opportunities – of a newly emerging landscape.

This Connect Assist Discussion Paper addresses the issues around rebuilding your organisation in the wake of cutbacks in funding and staff. Human factors are critical here as you guide your team away from initial shock and anxiety towards the new opportunities that can, if you get it right, be discovered and exploited even in difficult times.

To access the full paper download here

About the author :

Patrick Nash has worked in the third sector for his whole career, establishing 14 charities, social enterprises and cooperatives. He set up Connect Assist to help charities improve their efficiency and impact, and to create skilled jobs in the South Wales valleys. Connect Assist provides transformational help lines and online platforms to deliver feedback and insight, and to engage with the communities that charities serve.

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Case Study

Case Study: Grocery Aid

1.1.          Grocery Aid

1.1.1.      About our customer

Grocery Aid, the trading name of the National Grocers' Benevolent Fund, is the charity for the grocery industry. Grocery Aid helps people all over the UK who have worked, or are working, in the grocery industry and have now found that they need some extra support to get by. The help that Grocery Aid provides can make a very real difference and it provides not only monetary support, but also appliances and everyday items that many take for granted.

1.1.2.      The service we provide

The helpline was a new service for Grocery Aid. We set about improving the reach of their valuable service and sought to reach out to the people needing the help and support that they provide. In early 2010, Connect Assist successfully helped Grocery Aid launch their first helpline via our 24/7 Contact Centre. Today we offer multi-channel solutions via phone, e-mail, knowledgebase, ask a question and live chat.   The multi-channel helpline provides information and support to people and business owners working in the trade – from large supermarkets to corner shops. This includes an innovative ‘incident support’ service following attacks, arson and other incidents that are prevalent within the industry.


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