Training Matters in Pursuit of Excellence

General

In pursuit of best in class service delivery, Robinson Services recognises our primary assets to be our employees. The Company is committed to delivering excellence in service to all clients and believes that the Training and Development (TD) function underpins the strategic and operational efforts of the organisation. Robinson Services upholds the belief that management should be empowered to serve our employees and therefore training delivery and personal development of the workforce at all levels will best ensure service excellence. This in turn assures that compliance in all areas is met and exceeded to ensure excellence becomes second nature to all involved, resulting in client and personal satisfaction.

The Robinson Services Training ethos

“Training Matters in pursuit of excellence”

Note: ethos - the characteristic spirit of a culture, era, or community as manifested in its attitudes and aspirations.

The Company TD programme encompasses various training needs solutions:

·  Induction training

·  Organic training delivery

·  Outsourced training delivery

·  Upskilling as necessary

·  Personal development (PD)

·  Performance Management including appraisal and reporting

Aim

TD activities are fundamental to ensure that all employees have the relevant knowledge, skill and thought process to ensure that all tasks can be carried out to the required standards. Base level skills are required by all staff, however skill sets must be enhanced to further develop the individual and in turn the service provided by the business.

Our industry is ever changing, hence will the competencies required by the workforce to fulfil business and client needs. In recognition of this TD is at the forefront of the business strategy. The aims of the Training Policy are to effect:

·  Increased standards of performance

·  Encouragement of team spirit and work ethos

·  Enhanced motivation and job satisfaction for the individual

·  Overall enhancement of the business purpose

The Company therefore aims to ensure that

·  All employees have a thorough understanding of their job roles

·  All employees are in a prime position to achieve work objectives through training

·  All employees understand that they have a responsibility to maximise PD for personal

and business reasons

Scope

As a high quality service provider Robinson Services is committed to make provision for all TD and PD activities. It is to be encouraged, facilitated appropriately and planned to allow the activities to take place.

All members of staff have a direct duty of care to themselves as individuals and to the business. Team spirit, co-operation and willingness will drive the individual and hence the group.

The ever changing environment in which the business operates within will continue to grow and gain momentum. The TD Policy will act as a driver to ensure that Line Managers (LM’s) continue to regularly evaluate training needs, identify gaps and liaise with the Training Officer (Trg Offr) to ensure that training delivered is fit for purpose.

Roles

The Trg Offr will oversee solutions to all training needs within the organisation. The identification of these needs is predominantly with LM’s who play a vital role in specific individuals needs at departmental and site level.

The Trg Offr will:

·  Plan and organise/deliver training to staff members as required

·  Maintain the training database

·  Maintain training records cards

·  Liaise with LM’s to ensure training delivery is suitable

·  Ensure that all training complies with Company and awarding body standards

·  Seek to further develop the training function of the organisation

·  Promote PD at all levels

LM’s will:

·  Understand the training ethos “ Training Matters in pursuit of excellence”

·  Deliver Induction training to all employees

·  Deliver training as necessary to all employees

·  Identify training needs for employees in good time

·  Maintain the site training database

·  Maintain the site training record cards

·  Laisse with Trg Offr on a regular basis

·  Conduct staff appraisals

·  Promote PD at all levels

Employees will:

·  Understand the training ethos “ Training Matters in pursuit of excellence”

·  Understand the need for all TD and PD activities

·  Conduct training effectively in a positive manner

·  Apply all learning to their roles and share new knowledge with other employees

·  Act professionally at all times under instruction from internal and external tutors

·  Conduct PD

Training Instructors

All in-house trainers will be appropriately trained and quality assured by the Trg Offr.

Knowledge and skills can be gained in many ways as training can be delivered via varying methods. Factors such as the participants, time frame and methods to be used for training must always be considered.

The qualities of a good instructor are outlined below.

·  C onfidence

·  M anner

·  A ttitude

·  D iligence

·  E nthusiasm

Induction Training

All new employees must be inducted either on site or at Head Office. LM’s must ensure that the correct procedures are adhered to when conducting this. Where necessary a mentor should be assigned to the new employee in order to assist in general matters.

Induction training will consist of:

·  Completion of the employee induction form and PowerPoint within 5 working days

·  Terms and conditions of employment

·  Company policies and procedures

·  Initial Health and Safety (H&S) training

·  Site specific orientation and procedures

·  Job responsibilities

Health and Safety training will consist of:

·  H&S awareness

·  Fire awareness

·  Practical skills

·  Site specific procedures

Site specific training will consist of:

·  Site awareness and procedures

·  Client awareness

·  Assignment Instruction acknowledgement

On site organic training will be based upon needs identified by LM’s and may consist of:

·  Training delivery to staff by Trg Offr

·  Job specific training

·  Site specific training

Offsite outsourced training will consist of:

·  Training delivery to staff by external tutors

·  Job specific training

·  Site specific training

Personal Development training will consist of:

·  Identification of PD and its’ enhancement to the individual and the organisation

·  Time consideration of all PD activities by the individual and the LM

·  Liaison between the individual, LM and Trg Offr

Performance Management including appraisal and reporting will consist of:

·  Regular appraisal reporting at all levels

·  Identification of deficiency/ efficiency by Training Need Analysis (TNA) by LM’s and Trg Offr

·  Ongoing review of training needs

·  Expansion of skill base for all

Training Costs

The Company shall meet the costs associated with employee role required training courses. It is for this very reason that all employees must recognise the monetary input of the Company to facilitating the training needs.

Individual terms and conditions of employment may provide that an employee may need to reimburse the Company in part or full for training afforded if he or she wishes to leave the Company within a specific period of time.

Training Request and Approval

This process will act as a two way information flow between the LM’s and the Trg Offr. This will be highlighted on a monthly basis for each site by the Training Return.

LM’s must be committed to prioritising training needs in conjunction with the Trg Offr and to facilitating the time required for solution delivery.

Training Processes

The purpose of this section is to describe the information flow process between the LM’s and the Trg Offr. The training matrix produced by the Trg Offr is the only official document to be used to identify training delivered to date.

·  Training return for all sites to be sent from Managers to Trg Off by email by the first Monday of each month. Nil returns are also required.

Details to include are

·  Any new training delivered (who, what, where, when)

·  Dates and duration of the training delivered

·  Changes to employees position (past employee/ new employee/position title)

·  Any other useful information

Evaluation of Training Activities

It is vital that all training activities undertaken represent return on investment for Robinson Services. All training activities undertaken will be reviewed and evaluated using a number of methods:

In House Training will be evaluated using the following methods:

-  Quality assurance of the instructor

-  Attendee feedback (formal and informal)

-  Achievement of objectives via LM appraisal

-  Accrediting body approval mechanisms

-  Return on investment

Outsourced (External) Training will be evaluated using the following methods:

-  Quality assurance of the provider

-  Attendee feedback (formal and informal)

-  Achievement of objectives via LM appraisal

-  Return on investment

Quarterly evaluation reports will be made visible to the Robinson Services Senior Management Team.

Technical Training needs by role

The below highlights the mandatory and non-mandatory requirements