SNAP

I am delighted to say I have been appointed Chairman of a local voluntary organisation (in an unpaid capacity)

SOLIHULL SPECIAL NEEDS ACTIVE PARTNERSHIP is better known locally as SNAP

SNAP aims to enable parents and carers, the voluntary sector and statutory bodies to work together on behalf of children with special needs.

SNAP is an independent charity which works with parents from all parts of the Borough of Solihull.

I initially did some work about a year ago as a consultant for SNAP to try and assist them come to terms with massive changes going on in the voluntary sector. I was subsequently invited to join the Board of Directors and now comes the opportunity to become Chairman after just a few months.

How quickly these things happen.

SNAP is an organisation that is held in the highest possible esteem by the ‘customers’ of the services provided.

Last night (Tuesday) was my first Board Meeting as Chairman of the Board and I genuinely feel a sense of pride in being associated with an organisation that is so highly regarded by 'customers' of the service.

During the meeting the senior manager of SNAP showed us a letter signed by 10 parents of children who have special needs. The letter sang the praises of the service SNAP provides and how important it is for the quality of life of these parents.

It feels like a great responsibility to be Chairman of such a well respected and well loved organisation.

I just hope I can live up to this.

Confucius Says

The best advice is often just a few words.

I was 24 and very inexperienced when I got a good job as manager in healthcare in a residential unit for people with a learning disability.

To be perfectly honest I was scared of people with a learning disability because in my childhood in the 1960’s these people were never in the community – they were in hospitals.

I met the doctor I was to work with for the following 4 years and he told me;

‘I expect just two things from you as a manager. One is to keep an open mind and the second is to spend time with the patients and their families’

That was terrific wisdom from a man I greatly respect. By following his advice I came to love the time I spent working in that service.

It turned out to be the best possible advice I could have had at that time in my career. I spent 4 years working in this area of healthcare alongside this doctor and it was the most rewarding and educational of the 35 years I spent in the NHS.

What great wisdom have you received in your career?

More power to Front Liners PLEASE

The great Andrew Carnegie got it right - see quote below

I have long advocated for front line staff.

Since I started work in 1969 – as a front liner of course - my opinion has not changed. Front line staff are not valued anywhere near enough in most organisations. This is despite patronising platitudes from senior management such as;

‘Our staff are our most valuable asset’

In my opinion that is usually not the way staff are treated in reality when we take apart, in some detail, the ACTIONS of managers compared to their WORDS. In the words of the legendary Andrew Carnegie 'As I grow older I pay less attention to what men say. I just watch what they do.'

I argue almost every single front liner is ‘over managed’

Processes that are always invented by managers usually mean front line staff have to jump through completely unnecessary hoops and I believe many management jobs could easily be wiped out overnight if we give front line staff more freedom to make decisions.

I saw this directly for 35 years in my health service career and I still see it when I look at the way most organisations work - whether a big organisation or even (and more sadly) in small businesses.

I get a real buzz when I see staff ALLOWED to use their initiative and work for the customer rather than having to disappear and ask permission of someone more 'senior' (but often less 'in touch' with customers)

In reality, the front liner usually knows the right answer.

If it is frustrating for me as a customer just imagine how it feels for the member of staff and how demoralising it is.

I’d love to hear your examples of companies where front line staff are GENUINELY allowed to make decisions and just get on with it.

Champions!

Manchester United were presented with the Premiership Trophy on Sunday. A wonderful achievement!!