1. Uemploy: Consultancy for Employment Inclusion Scheme Manager Training Manual

2. Welcome Welcome on the UEmploy: Consultancy for Employment Inclusion Scheme Managers Training Program

3. Course of the UEmploy Scheme Managers program 09.00 - 09.45 Introduction of the scheme 09.45 - 11.00 A profitable Language Communication Audit Scheme (A benchmark) 11.00 – 11.10 Break 11.10 – 13.00 Scheme manager activities 13.00 – 14.00 Lunch 14.00 – 16.00 Scheme manager activities (continued). Next steps (project plan) 16.00 – 17.00 Closing the day

4. Advantages of the UEmploy Consultancy Service – Creates a balance betweeen companies and employees with disability – Minimizes risks and quality problems when employing this special type of workforce – Helps to open new work market segments – Increases company reputation – Helps to improve work climate

5. Objectives of the UEmploy Consultancy Training To introduce UEmploy Scheme To develop skills for consultants to undertake UEmploy consultancy service To enable consultants, through participative workshops, to promote, sell and undertake effective UEmploy consultancy services To enable the Scheme Managers to select suitable candidates for registration as UEmploy consultants

6. Objectives of the UEmploy Scheme Managers Training To give information about the UEmploy consultancy system To help Scheme Managers to improve consultants' skills To help Scheme managers to build an efficient project management system, in order to – Be able to monitor consultants’ activities – Encourage SMEs to employ more people with disability – Help SMEs to increase effectiveness of companies by discovering new segments in the work market – Manage consultants to perform the maximum performance while auditing companies

7. Experience of the UEmploy Consultant Training Program Group discussion – What was very useful? – What else should be added to the manual? – How could we improve electronic tools? – What was hardly understandable? – What was missing from the course? – What areas should be improved in the next training? – What national specialties should be added? – Is the manual adaptable for each country?

8. Experiences from the Uemploy Consultant Training Program Knowledge of the potential consultants? Skills of the potential consultants? Attitude of the potential consultants? Evaluation of participants’ feedback Evaluation of trainers’ feedback Conclusions

9. A Profitable UEmploy Audit Scheme (A benchmark)

10. McKinsey 7S model implementation

11. Strategy Potential strategy for the UEmploy consultancy service – To provide a professional service to those SMEs which are willing to employ more employees with disability By analyzing work processes of the company By identifying critical competencies of each work step By recommending appropriate categories of people with disability who can be employed in analyzed work positions and processes By giving recommendations to HR managers and other stakeholders how to motivate and monitor these employees during interviews and real work By giving recommendations to line management about improving work conditions and increasing safety for employees with disability To set up an international network in order to – Form an international network which provides consultancy services to SMEs in all European countries – To have at least 5 active UEmploy consultants in all European countries – To ensure that each consultancy service is based on similar quality assurance system

12. Structure Scheme manager UEmploy consultant

13. Job description – Scheme Manager Purpose: To manage the UEmploy team, ensuring that the service is delivered in accordance with management contracts. Principal Accountability: To interpret policies of the UEmploy service, maintaining a high level of quality of service To monitor activities of UEmploy consultants To budget for, procure and allocate grant funds To create budgets for and control expenditure of management accounts To ensure cost effective provision of essential services and supplies To develop the profile of UEmploy whilst ensuring adherence to professional codes of conduct To monitor the effectiveness of policy, recommending modifications as appropriate and implementing agreed changes To develop individual team members through the provision of appropriate training and development opportunities General UEmploy project management

14. Job description – UEmploy consultant A UEmploy Consultant will visit the company for the first time to gain the first impressions According to the experience of this first visit, the consultant will compile a questionnaire for employees, supervisors and other stakeholders in order to run interviews and to collect necessary information for selecting a company tailored competency list. Based on the experience of the first visit, the consultant will compile a competency toolkit tailored for the audited work process in order to hand it over to the interviewed stakeholders to weigh each competency Run a field trip to identify unsafe conditions for disabled employees and to run interviews Analyze the results of the interviews and the weighed competency toolkits and will select the most important competencies of the audited work process to create a decision making matrix. Write a report to the audited company summarizing the findings and recommending certain, chosen types of people with disability to be employed in certain positions of the audited work process

15. System Most important systems necessary for UEmploy project management – Project management system – Quality assurance system – Financial system – Communication system

16. Quality services are insured by the following tools and methods: – Continuous monitoring of the process – Selection of consultants is based on competencies (CVs and interviews) – Clear scheme manager responsibilities – Code of Practice – Special training of consultants – SOP for handling complaints Tools of Quality Assurance System

17. Quality Assurance System - Methods The scheme is monitored and evaluated by set criteria The Scheme manager will be required to maintain monthly statistics of applications, interviews, offers of support A representative of the Scheme manager will be required to accompany the consultant on one visit to a company within six months The scheme is monitored against key performance indicators, such as size, sector, number of personnel, location, geographical distribution

18. Skills Internet access Laptop Car (mobility) Camera

19. Staff: Competencies Basic Competencies – Some marketing, communication experience in business life – Empathy – to understand customers’ (companies’ and disabled people) needs. – Excellent observation skills – Excellent analytical skills – Professional appearance

20. Competencies Position-related Competencies Independence Mobility (to visit companies in different location) Change management skills Conflict handling skills Good problem solving skills Presentation skills Motivation skills Listening skills Decision making skills Report writing skills Creativity Flexibility

21. Shared Values Accuracy – Phone numbers, addresses, dates and names are always correct in the reports. Quality awareness – Exceeds clients’ needs Professional approach – Tailored specifically to the company’s needs Confidentiality – Confidential information is not shared with external partners Team spirit – Working in teams improves effectiveness

22. Style Focus on customer and quality Working professionnally (appearance) Creative work climate Professionalism

23. Scheme Manager Activities

24. 1. Market research 2. Tailoring scheme 3. Planning service 4. Project plan 5. Selecting auditor 6. Auditing 7. Quality control 8. Monitoring 9. Receiving feedback 10. Market research The Deming Cycle

25. Resistance Deadline Changing some managers Panic Punishing innocent participants Finding guilty managers Optimism Written warnings Promoting those managers who haven’t participated in the project Improper Project Management

26. Resistance Deadline Informed pessimism Success Closing Proper Project Management

27. Resistance Deadline Higher costs Bad reputation Loosing customers Trials Dismissing auditors Hiring new ones Training Panic Punishing innocent Finding guilty Uninformed optimism Written warnings Informed pessimism Successes Closing Consequences

28. Promotional Activities: Market Research Telemarketing Mail shots Magazine Adverts Events Presentations Newsletters Case Studies Intermediaries (ITD Hungary)

29. The Most Important Responsibility: Controlling the Auditing Process Preparation Audit Evaluation Continuous improvement

30. Other Responsibilities Record Keeping and Accountability The Scheme Manager will be required to maintain detailed records of companies and consultants participating in the scheme. The Scheme Manager will be required to process applications, administer the subsidy scheme, recommend a short-list of suitable consultants to the company, ensure that the consultancy is carried out to the company’s satisfaction and deal with any resulting complaints.

31. Other Responsibilities Quality control of the final report – The Scheme manager will quality-control and evaluate the final written report produced by the consultant, liaise with the company to obtain proof of satisfaction with the report and its conclusions maintain good financial control over its operations.

32. Responsibility: To Train other Auditors

33. Other Responsibilities: Collecet data about companies Scheme managers should collect the following data – Name of the company – Address – Phone number – E-mail address – Number of employees – Industry sector – Name of the contact person – Audit reports and other administration

34. Responsibility: Continuous Improvement The Scheme manager should continuously improve the consultancy service by – Collecting recommendations to improve from consultants and companies – Evaluating report and consultancy services and analyzing strengths and weaknesses – Analyzing other consultancy services and benchmarking them – Being in touch with national consultancy associations – Interviewing company and other stakeholders of the service

35. Responsibilities: Giving advice (Review) Interviews Desk top research Collection of information about the company Interviews Writing reports Presenting reports

36. Responsibility: Evaluating Reports

37. Responsibility: Evaluation of the Auditor’s Work

38. Scheme Managers’ Competency Toolkit

39. Competency Toolkit

40. Consultant’s Roles Observer Technical consultant Expert Facilitator Teacher Showingexample ConsultantCoachPartner Consultant’sresponsibilityforthesuccessoftheproject Consultant ’ s responsibility for the client Lowinteraction Middleinteraction Highinteraction

41. Handling Stress

42. Change Management Skills Acceptance of change Lowy High Time ShockHope Desperation First success

43. Conflict handling skills ASSERTIVENESS (concern for me) CO-OPERATIVENESS (concern for you) High Low High Competing /forcing Collaborating AvoidingAccommodating Compromising

44. Motivation skills Achievement (performance) oriented Influence (power) oriented Affiliation (personal relationship) oriented Security (safety) oriented What can you do with these clients as a consultant? What you shouldn’t do with these clients as a consultant?

45. Consultant toolkit: SWOT analysis StrengthsWeaknesses ThreatsOpportunities

46. Force Field Analysis Plan: Introduce the Job Safety Analysis program in the plant. Employees are afraid of accidents Strong CEO support Safety Department supports the idea Some safety officers are afraid of loosing their job Foremen don't want to participate in training the operators Managers oppose the total involvement of operators Forces For Change Driving Forces Forces Against Change Restraining Forces To reduce serious accidents by 50% by the end of 2011. To collect operators' ideas to improve safety. The objective of the program is

47. Project Plan for Scheme Managers Result of group work