Blog

Latest Blog Post

0

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.

Connect Assist
Unit 9, Cefn Coed Parc, Nantgarw, Cardiff CF15 7QQ
E: enquiries@connectassist.co.uk
T: 01443 827 600
F: 01443 827 616
www.connectassist.co.uk

Posted in White Papers and How-To Guides | Tagged , , , , , , | Leave a comment

Latest Blog Post

0

The 24/7 Charity Helpline – Meeting The Expectations Of Today’s Service Users

With budgets tight, charities need to find a way of reducing costs whilst continuing to meet the expectations and demands of the public.   This at a time when people want to access support services 24 hours a day, any day of the week. Whilst charities want to meet the needs of all their service users, funding issues mean that they are not always able to do this.

Mental health charity Mind has seen a rise in the number of calls they receive each year but are not able to respond to this demand. The number of calls they receive related to finance and employment issues has doubled since 2008. Over the last year, it has received over 40,000 enquiries. However 40% of calls go unanswered. Its Chief Executive Paul Farmer says:

“As we head back into recession, we are seeing an ever growing need for what we have to offer… At the same time the local Mind network is facing the challenging situation of increased demand for services and potential cuts to funding”*

Research recently conducted by the Chartered Institute of Personnel and Development* revealed that while 26% of workers experience a mental health problem at some point in their lives, the majority do not feel comfortable disclosing this to their employer. It is therefore no surprise that people turn to charity helplines for support, advice and guidance. This applies especially during the evening and overnight when the working day is over.

Whilst many charities are currently operating their helpline during office hours, there are a number of benefits to a 24 hour helpline. It improves the user experience by offering more choice as to when services can be accessed, which caters to people’s busy schedules and expectations. Charities that offer a helpline during office hours are often under pressure and overstretched by the number of calls they receive. Extending to a 24 hour service can be done without need to employ extra members of staff and peaks in demand are more easily met – helping more people make positive changes in their lives.

Through its multi-channel helplines, Connect Assist is already helping charities and public sector organisations reach their service users 24 hours a day, 7 days a week. For further information, go to http://www.connectassist.co.uk/third-sector/multi-channel-helplines/

If you are interested in attending our seminar on 11 July to find out what latest developments, resources and support is on offer to help your organisation deliver efficient online and social media services, go to:

https://www.ncvo-vol.org.uk/training-events/funding-finance/meeting-expectations-todays-donors-service-users

*http://www.bbc.co.uk/news/health-18115959

*Focus on mental health in the workplace, Employee Outlook, Chartered Institute of Personnel and Development 

Posted in Blog | Tagged , , , , , , | Leave a comment

Latest Blog Post

0

Buck The Trend: Survive And Thrive

“Leaders who are courageous choose a positive and optimistic attitude to enable their people to succeed in difficult and uncertain times. Organisations will need new strategies, different approaches to leadership and the ability to implement change in a pacey and agile way.” *Bath Consultancy Group

In this current climate of reduced budgets, fewer staff and a high demand for services, organisations are under pressure to restructure themselves, to maintain their high standards and reach more people. Of course issues vary for each organisation but the three concerns that the majority have are:

a.)    ways of saving money

b.)    ways of raising money

c.)    how to meet the high demand with little resources

80% of adults use the Internet and 94% of people own a mobile phone. Digital literacy in the UK is widespread with a large number of people eager to access information through digital means. Therefore it is crucial that third and public sector organisations find ways to keep up with this demand.

Due to lack of familiarity with the channels, some organisations are slow to act. Yes, many organisations are using digital media to communicate but fewer are actually delivering services to people on a digital platform.

Digital service has already proved its ability to cut costs and reach more people. Examples include:

Health4Work. The Government’s occupational health advice service for small business was recently re-launched on a digital/multi-channel platform and has seen double the usage in just a few months.

The National Council for Voluntary Organisations recently re-launched its Member Helpdesk on a digital platform, gaining double the utilisation and a 70% reduction in operating costs.

Why convert to using digital services when you are already happy with what you’re charity or organisation is providing? What digital service delivery provides is an additional access channel not a substitute. Offering a variety of choices for service users means that more people are able to make use of the services you have on offer.

For further information, download our discussion paper which discusses in detail the cost savings that can be achieved with digital delivery:

http://www.connectassist.co.uk/2012/04/white-paper-%e2%80%93-seizing-new-opportunities-in-difficult-times/

*“Leading through the downturn.” Bath Consultancy Group, 2011.

Posted in Blog | Tagged , , , , , , | Leave a comment

Connect with us

Our Tweets

  1. Connect AssistConnect Assist said: insight via @GdnVoluntary how #welfarereforms could effect your #charity http://t.co/TPrKgXyg4FThis happened about an hour ago
  2. Connect AssistConnect Assist said: RT @CakeComms: Lovely bit of @financialtimes coverage for client @pnashconnect & @connectassist this morning. Great start to a busy Thursd…This happened a couple of hours ago
  3. Patrick NashPatrick Nash said: @CakeComms can you send the link?This happened a couple of hours ago
  4. Connect AssistConnect Assist said: @WelshBizShow Preparation is well underway here @connectassist! Looking forward to setting up and meeting lots of new businesses.This happened a couple of hours ago
  5. Connect Assist said: RT @IG_Advisors: 55% of #charities had increased trading or #socent activity since the start of the downturn. Via @GdnVoluntary http://t.coThis happened almost 2 days ago