Thank you for your comments. We are always keen to listen to feedback from our staff and are therefore sorry to read your concerns about our current strategy and the delivery of services.
As you will know from your time at the NSPCC, we identify gaps in child protection need and knowledge and then carefully and rigorously develop, test and evaluate services. No other organisation is doing this on the scale we are in the UK. We are becoming increasingly successful in taking our evaluated services to scale such as Graded Care Profile 2 and Letting the Future in, a therapeutic programme with world class standard evaluation results. We are also continuing to ensure our services have greater reach to more children and families.
Our staff and managers are trained, qualified and experienced to do this work. The practice standards that guide the work of our practitioners and managers are drawn from social work professional standards and we have in place well-established processes for supervision, quality assurance and inspection. We are committed to developing a culture that enables reflective practice and have received positive feedback from our staff on the additional support available to them through action learning sets, coaching and mentoring. Your comments therefore do not accord with what we are doing and the successes we are achieving.
We regret that your experience of working at the NSPCC has fallen short of what we would wish.
Your experience of NSPCC was clearly a very disappointing one and that is very unfortunate, we would not wish anyone to leave with such opinions. Clearly there must have been some poor relationships and experiences for you to feel so strongly.
We are committed to providing an environment free from discrimination, bullying, harassment or victimisation, where all members of the NSPCC family are treated with respect and dignity. Discriminatory language or behaviour of any form – is not tolerated. Any grievance raised is always taken very seriously.
It is a great shame that you have not had a positive experience during your time at the NSPCC.
Thanks you very much for your feedback. You rightly highlight the important yet demanding work of Childline in reaching out to children at times when children need advice and support. The commitment shown by both staff and volunteers to support children in much need of help remains amazing. Understandably, while Childline seeks to provide a rota pattern of working for staff that provides a good work life balance we do recognise the nature of providing a 24/7 service will inevitably require staff to work across various times of the day and not follow traditional office hours.
Thank you very much for your feedback. We are always keen to listen to the views of our staff and are committed to creating a positive working environment where are employees and volunteers feel valued and equipped to play their part in ending cruelty to children. So it is really lovely to read about the aspects of your employment with the NSPCC that you have found to be so positive.
However, we live in challenging times and to enable the NSPCC to be in a position to help even more children in the future we sometimes have to make some difficult decisions about where to focus our finite financial resources. We are disappointed that you feel as you do about the current proposed changes within Helpline. Proposals that potentially impact on staff are never taken lightly and we fully recognise the impact they can have on committed and experienced staff and in these circumstances we always seek wherever possible to retain those staff directly impacted through redeployment into other roles. We know that we don’t always get things right and we welcome constructive feedback where we might be even better and so would encourage you to provide more detailed feedback to Helpline management. We do regret that your recent experience may have fallen short of what we would wish.
Thank you for your comments. We are always keen to listen to the views of our staff and seek to create a positive working environment where everyone feels valued. We are therefore disappointed that you feel as you do about your employment with the NSPCC.
With regard to the services we deliver to children and families, as you will know Children’s Services Practitioners and their managers work in accordance with Practice Standards drawn from social work professional standards. Regular supervision, quality assurance and inspection processes provide appropriate and robust oversight. We are mindful of the efforts colleagues in Fundraising make to secure funds, as you have highlighted and recognise the need for us all to be responsible stewards of the money generously donated by our supporters. We continually review expenditure to ensure we are maximising our financial resources and through evaluation of our services we are better able to assess the impact to ensure we are focussing our efforts where these are most needed.
We take the well-being of our staff seriously and seek to investigate and resolve issues raised by staff. We are currently doing a piece of work focussing on our culture and bringing the NSPCC’s organisational values to life. We believe this will further enhance the working environment for staff and volunteers and that everyone who works for us will feel inspired, capable and empowered to play their part in delivering our mission. We regret that your experience of working for the NSPCC has fallen short of this aspiration.
Thank you very much for your feedback. It is lovely to read about employees who are enjoying such a positive experience of working at the NSPCC. We have recently been engaging with and listening to our people in relation to our pay model and our pay, reward and recognition policies are currently under review. We always welcome feedback that enables us to improve and do better so that we can attract the best people to take forward our work for and with children.
Many thanks for your comments. I am sorry to hear the advice and support provided by shift managers unhelpful. As you rightly indicate the helpline is a high demand working environment where staff are committed to providing the very best support and assistance to the public with concerns for vulnerable children. The success of the service is down to the hard work of all colleagues who come to us from diverse professional child care backgrounds as well as social work, such multidisciplinary approaches bring wealth of skills and knowledge to the service and ultimately better outcomes for children. Additionally the helpline also provides a career path for those in other none practice helpline roles supporting them to develop their skills to become practitioners.
Both managers and practitioners work closely side-by-side managing the shifts and responding to the public. The ethos and practice on shift is one of support where practitioners can seek assistance at any time and where managers are active in their oversight and available to provide such guidance as necessary. The helpline’s comprehensive supportive package provided to all new starters is shaped to ensure that they have the skills and knowledge to practice proficiently. Our use of peer mentors and line management practice, including regular structured supervision, illustrates the importance we place on ongoing practice and emotional support for all within a fast moving service. I am sorry that you felt that this approach was perhaps something you were unaccustomed too and did not meet your needs.
We continue to work to strengthen our culture of openness where all members are valued for their individual and collective contribution, bullying in any form is not tolerated, as such we take the concerns you raise very seriously. If you would like to discuss your time we would find that helpful, the NSPCC is a learning organisation and evolves and improves its practice from being informed. John Cameron, Head of Helplines (email@example.com) would be very keen to talk with you to understand more regarding your experience. less