Remember, hire the attitude, train the skill!

Case Study One

The Scenario

An alcohol and drug rehabilitation service (two centres) for adults who wish to make changes to their alcohol use by reducing the harm or working towards becoming alcohol/drug free. A variety of approaches are offered by the multi disciplinary team, dependent on individual assessed need. This service provides treatment for people referred from police, probation or prison services. The treatment is similar to that provided by Community Access but has additional attendance, testing and compliance monitoring. In cases that are part of a court order, non compliance will result in a return to the court.

Drug workers facilitate an holistic approach to service users who elect to drug treatment by providing care management that includes, Assessment, care planning, monitoring and review, joint work with doctors who provide prescribed drugs as a safe alternative to illicit drugs, therapeutic interventions, key working to motivate service users to stay in treatment and Outreach services.

The Brief

CRS|inc were introduced to the centre following some initial assessment of a third party and recent in non related training delivered by their internal training team. Following discussions with the client, CRS|inc were tasked to design and facilitate a bespoke two stage training programme, suitable for all staff within the centres. The aims were for staff reassurance when dealing with violent and potentially violent clients and dealing within emergency situations within their work environment caused by violence and aggression.

The Outcome

Following a review of the centres policies on dealing with workplace violence, lone worker and their response guidance to extraction of violent clients, TNA was conducted with the HR Manager and key staff. It was identified that key indicators had been raised through their reporting procedure and these would be the key aims and objectives of the one day programme for their clients support staff. A bespoke package was constructed, reviewed with management and rolled out through delivery at their two centres. The training had to be as realistic as possible for maximum effectiveness and involved the use of actors to develop their skills. This was such a success that CRS|inc have now been commissioned to construct and deliver a second phase of training to all staff members within the group.

Case Study Two

The Scenario

A large retail shopping centre within a city centre were faced with a major threat when a nearby, outlying city centre complex were involved in a critical incident when an individual attempted to commit a suicide bombing. Thankfully, this failed to fully detonate but still caused damage to the nearby centre. The shopping centre then went to implement their then current contingency planning and critical management procedures. It became clearly evident during this process that the relative systems and staff training were unable to cope with an event of this impact and magnitude. With the assistance of other local security teams they were thankfully fortunate to avert a potentially life threatening incident.

The Brief

To carry out initial training needs analysis for the SIA licensed staff within the centre. Identify through their Standard Operating Procedures (SOP) their operational functionality and realistic feasibility of implementation. To implement the most beneficial, cost effective upskilling of staff and to provide a turnkey personal development solution for current and future staff.

The Outcome

Following a full review as per the brief, specific upskilling was identified and implemented through selected staff enrolling on a fully funded ‘added Value’ NVQ security programme. This was at no cost to the employer, whilst the client worked closely with CRS throughout the ‘added value’ training phase. Further staff are now enrolling onto the programme, continually developing the skill set of the security team, fostering teamwork and their operational effectiveness to deal with major incidents.