QA reviews

Firstly - I wanted to assure you that your feedback has been heard. I sat down with our Delivery Director last week to discuss your feedback and understand where things have gone wrong and why. I want to address some of the points you have made directly here following that conversation. Overloaded skills coaches: Whilst this was not a programme-wide issue, it is correct to say that a few months ago we did have some cases where skills coach case loads were higher than we would have liked them to be for some of our skills coach community. The situation arose due to significant growth in our customer-base and we have recruited 150 new skills coaches in the last 12 months in response to this. 27 of those new recruits are managers who are responsible for supporting the skills coaches and ensuring their case loads are managed. I know this has meant for a really challenging transition period for those skills coaches affected and we are so grateful to our staff for their patience as this has happened. We have tried to also introduce some new support schemes to make that transition period (and beyond) better for our coaches. This has included introducing mental health points of contact in each of our centre to ensure that we have much more coverage and support for any staff or learner-issues regionally. We have also introduced a staff listening ear service - training staff listeners so that staff always have someone to talk to if they need support and perhaps dont feel they can speak to their managers. Finally, I want to apologise that your review has gone so long without a response. I was recently made aware that we had multiple glassdoor pages and we had only been monitoring one of them. Having spoken to Glassdoor, this has now been rectified and the pages all merged together.