Train to Gain - Case Studies - South East - Southampton City Council

Business Sector: Local Authority
Employer: Southampton City Council

Operating a top-quality waste and recycling service

Southampton City Council provides refuse collection and recycling services to around 100,000 households. It needs to run an efficient and effective service, meeting tough Government targets on recycling and reducing the amounts of rubbish collected to save money on disposal charges. Turning a failing service into the UK’s most improved service in 2006/07 (the Association of Public Service Excellence Awards) has been the result of much work to address a range of issues - including the provision of enhanced training initiatives through Train to Gain.

How did Train to Gain make a difference?

Southampton City Council appointed specialist waste and recycling training organisation TRACKSS to work with refuse collectors and street cleaners at Southampton, Thanet, Sevenoaks and Oxfordshire Councils to improve workforce skill levels. “The waste and recycling industries need skilled people. Staff work to tough targets and often need support to reach these challenging levels of service. It can also be a very dangerous business. Operatives have to deal with chemicals and other hazardous waste. Health and Safety regulations are strict,” said Gerrard Fawcitt, Assessor/Deputy Co-ordinator at TRACKSS.

Practical training

A programme of practical work-based training of six core and four optional modules was organised which combined indoor sessions with on-the-road observation. Mandatory subjects included health and safety requirements, team working, customer care, quality, recycling and emergency procedures. Optional units included driving refuse lorries and the duties of a chargehand. Assessors joined the crews out on the road from 6.30am to observe how they do their jobs normally. They looked for instances of good and bad practice and areas of work that could be improved upon. Trainers and staff members met up again for another classroom session to talk over the results of the observation. Individuals had a workbook to complete to prove they have successfully tackled the subjects along with a portfolio of achievement.

Results for staff

Out of a total workforce of 145, 79 members of staff have completed or are undergoing training with other training planned for the remaining individuals. Staff members gained both NVQs at Level 2 and Certificates of Competence. Problems with literacy and numeracy were identified as part of the process and are being addressed. Refuse collector Simon Cotton was quick to sign up for the training on offer. The young chargehand left school without any qualifications and worked in a supermarket before joining the council’s waste and recycling services five years ago. He was determined to achieve a full NVQ Level 2 and Certificate of Competence from the industry’s trade organisation. Simon found the combination of indoor training sessions at the depot and observations on the road enjoyable and rewarding. “The main thing was being more aware of what the customer wants and how we can do our jobs better,” he said. “I’m very happy here at the council and think it looks after its workers very well. I want to go on to be a driver, then maybe eventually an area co-ordinator, I’m keen for promotion.”

Results for the Council

Southampton City Council is delighted with the success of the training of its waste and recycling teams. Waste and Recycling Manager Margaret Richardson said: “Staff now recognise and appreciate their job is much more than emptying bins.”

Improved skill levels and competency of loaders, charge hands and drivers has given staff a greater awareness of the complexity of their role in terms of supporting the strategic priorities of the organisation. Training was short and focused and really suited the needs of our frontline staff. The waste and recycling teams have achieved significant success in meeting national and local performance indicators. Waste collection costs are reduced and the percentage of residents expressing satisfaction with household waste collection is at an all time high of 90 per cent.

The Future

The Council is now planning and developing careerpathways, improving succession planning and starting to ‘grow’ their own supervisors. It is proud that 56 per cent of staff are working towards a nationally-recognised qualification. Further opportunities are being created by continuing to roll out the Level 2 programme and starting an NVQ Level 3 award for supervisors. Margaret Richardson said: “We recognise skills development is lifelong. We must invest in our employees and enable them to learn and develop to ensure our services improve and remain the service of the future.”