‘How can we find a permanent, resource-light solution to our increasing customer enquiries?’
London Borough of Redbridge wanted new staff to meet a rise in demand across both their Revenues and Benefits Department, and Customer Contact Centre. Instead of putting the burden of recruitment on their own managers – or relying on temporary staff – they came back to escalla and asked us to help them set up a tailored FastTrack programme. This involved a local recruitment and assessment process, to help their organisation attract, assess, select and train new employees in a single service. At the end of the programme, nine talented candidates were selected to join their teams. Since the FastTrack, London Borough of Redbridge’s new staff are performing well, and the organisation is now setup to handle more calls every day.
London Borough of Redbridge
‘Help us halve our Housing Benefit errors’
In 2016, for the first time ever, Oxford City Council were qualified on their audit report because of the volume of assessment errors. They needed a fast solution, and asked us to design and deliver a bespoke training programme, focusing on the recommendations made. escalla provided a refresher on all the fundamentals of HB assessment. We also provided specialist training (based on an analysis of errors) around more complex claims such as persons from abroad, self-employed, company directors and students; and behavioural training like subsidy implications and the cost of getting things wrong. After the success of the training, Oxford City Council decided to implement escalla’s digital learning system – LA-Inform – to keep their staff up to date with changes in legislation, policies and procedures.