MAXIMUS and the Work Programme

1. MAXIMUS and the Work Programme An overview of our approach For London West CPA May 2011

2. Introducing MAXIMUS At a glance… • MAXIMUS are a leading international welfare to work provider, with 290 offices and 7,000 employees in 5 countries. We support over 300,000 customers each year. • In the UK, we currently deliver several DWP contract across the South West and South East regions, and are the highest performing FND provider in the country. • We have partnered with charity organisation CDG to deliver the Work Programme

3. Management Structure - London West Maximus Corporate Managing Director Maximus UK Bob Leach Regional (CPA) Community Inclusion Board Careers Development Group (CDG) Roy O’Shaughnessy Chief Executive CDG Head of Volunteering Rebecca Green Director of HR & Organisation Development Louise Whittington Company Secretary Marilyn Saunders Finance Director [appointed] Chief Operations Officer [appointed] Business Development Director [tbd] Interim Chief Information Officer John Gaudry Quality & Audit Director Meryl Zimmer Regional General Manager London West [appointed] National Employer Relations Manager [tbd] HR Business Partner Business Manager Camden Volunteer & Community Liaison Business Manager Ealing Customer Service Centre (CSC) Manager Paul Clemens Business Manager Hammersmith Supply Chain Manager Interim Health Team Manager Aurelia Sardjono Business Manager Harrow Delivery Partners ~ 5E Ltd ~ Acton Training Centre ~ CDG ~Islington Council ~Kennedy Scott ~Renaisi ~The Citizens Trust ~Urban Futures ~Westminster Works Business Manager Hillingdon Business Manager Islington Business Manager Kensington Business Manager Westminster

4. The make up of London West 4

5. Menu and strategic partners • Sample Menu Partners • Blue Sky Development • Cricklewood Homeless Concern • EPPCIC (Expert Patients Programme Community Interest Company) • Gingerbread • PRAXIS • St. Mungos • West London Vocational Training • Mencap • Prime • Sample Strategic Partners • Monster.com • Call Britannia 5

6. Referral Process • Standard Process • Our Case Management Assistance Centre (CMAC) will call each referred customer up to 4 times in 2 days at different times of the day between 8am and 7pm. • Each customer will go through a meaningful question and answer session, with the end result being some allocated tasks to complete, and an initial appointment scheduled within 14 days. • Customer is also sent a welcome pack, including reminder letter, and if applicable an SMS. • Fail to Engage • Customer who do not attend initial appointments are returned to CMAC who continue to call regularly and set regular appointment times. • Warm Handover • Several options are available working with JCP to improve this process, including: • Co-location (either JCP at our sites, or a MAXIMUS representative) at JCP sites. • This could include involvement of our Expert Volunteers (more on that later) • Warm handover call – at the end of the final JCP interview, job seeker is put on phone immediately. • The ‘failed to attend’ initial report is circulated back to JCP for action.

7. Customer Journey Expert Volunteer • Part of a broader Expert Volunteer Initiative • MAXIMUS will have access to a pool of vetted skilled volunteers, who provide advice and guidance on a range of topics to our customers. • For example, in the pilot EV programme, volunteers • Assisted customers with building their IT skills • Provided self employment advice • Acted as a support buddy for customers newly returned to work • Currently piloted in 2 CDG offices, and building to full scale during the contract Customer Zone • Online portal supporting our customers to • Access news and information • Link to our Monster.comjob search portal (including uploading several CVs) • Access a range of other services including rewards and discounts, advice and guidance, and e-learning

8. Networking • We are new to this patch, but are working to hit the ground running • Network Structures / Partnerships • Network of Delivery Partners & Menu Partners • Community engagement • Relationships with other stakeholders, such as the British Chambers of Commerce, Solent LEP • Relationships with the National Housing Federation members through the 3SC • Regular events – we hold regular business breakfasts, community inclusion events, jobs fairs etc • People • Dedicated Community Liaison Officer in each area • BMs will develop local relationships to underpin delivery and ensure services address local needs • EECs and the National Account Director will manager relationships with Employers • Marketing • Devising a Marketing and Communications Plan to support roll-out of services

9. Recap of the Journey 9

10. Customer journey – Minimum Standards • Pre engagement • Information packs will be available for JCP and a range of other stakeholders • We will offer a warm handover for certain customers • All customers will have access to Expert Volunteers and the Customer Zone • Engagement • Contact for customers will be within 2 days of referral through CMAC, initial appointments within 15 days • Special requirements of customers are accounted for (e.g. interpreters or remote access) • Assessment • Customers will have an hour long initial assessment slot available to them with an Employment Consultant (EC). For some, this will be supplemented by an assessment from a Health Services Officer (HSO). • Assessments will result in individual action plans with SMART goals

11. Customer Journey – Minimum standards • Sustained Employment • Ongoing guidance from Expert Volunteers and our dedicated In Work Support Team • Career progression advice for appropriate customers • Appropriate services (financial planning, stay in work line) to assist with the transition to sustained employment. • Employer Offer • A National Employer Relations Manager who will be responsible for managing larger accounts • Dedicated Employer Engagement team providing a pipeline of vacancies • Self employment advice and guidance as appropriate

12. Personalised Assistance • Key Minimum Standards • Customers will go through individual journeys, based on their assessment • Below are typical activities, but we recognise that customers will go through the journey at the speed appropriate for them, participating in activities that support their journey into work along the way • High Level Overview 12

13. Premises – General approach General Approach • We are combining local offices with outreach locations to ensure that no customer is severely disadvantaged because of their location • We have a set of minimum MAXIMUS standards that will apply to all of our premises, and those of our supply chain partners, so that they are accessible to all our customers Current Status • Local Offices: MAXIMUS are at or near heads of agreement on most of our locations and Delivery Partners have confirmed their offices are ready and available Jobcentre Plus • We would welcome JCP Advisors who would like to use a spare desk in any of our locations, and possible reciprocal co-location options.

14. 7. Performance Offer What are MAXIMUS offering for Performance? • We are offering aggressive performance targets that match or exceed our performance in similar contracts around the world. How did we arrive at these figures? 2 Step Process 1. Conducted an analysis of retention rates and performance levels from our contracts around the world (including 2 year sustainment in Israel) and the academic literature 2. Local analysis of the various customer groups, local geography, economic climate, to inform our targets. Our performance is currently the best in UK, the best in Australia, the best in Israel, and among the best in United States.

15. Thank-you • Thank you for you attention • Any questions?