The company focused on getting under the skin of the frontline and support teams’ experience to better understand its people. Board members spent time with the care providers and gained a more comprehensive view of the operations and procedures in place. Senior management spent time with the support functions to build reciprocal knowledge and improve cross-team cohesion. And each HR team member now acts as a business partner for each business division.
Ensuring employees come on the change journey with Your Chapter, culture champions are enlisted to promote positive change and support people facing emotional barriers. The organisation has also set up an ‘employee voice’ group to offer honest feedback on changes.
The company has introduced more employee-friendly and inclusive policies, including an additional leave policy and time off for other duties (eg charity work). To boost recognition and motivation, employees’ achievements are acknowledged through ‘on the spot’ awards.
In terms of results, the company’s turnover rate has reduced by 42% comparing 2021 to 2022 and better quality candidates are coming forward for vacancies. Perhaps most important is the positive impact made on vulnerable children, with an increase in occupancy in Your Chapter’s homes seen due to improved employee retention.
“Adversity caused Your Chapter to radically change how it saw culture and its employer/consumer brands. The organisation has embedded its culture into everything it does to improve operations and, more importantly, the experience of the young people it serves.”
Judith Germain – Culture Pioneers judge and leading authority on Maverick Leadership