Change communications and staff engagement

The challenge

Victim Support was facing a new and challenging set of circumstances, including unprecedented competition from other charities and private sector providers. Changes in commissioning models meant that important contracts had to be tendered for in a completely different way, requiring new skills and ways of working. Internally VS had to implement a nationwide change programme, negotiate new terms and conditions for staff, and design and deliver a case management system. All this needed to happen while still providing excellent services to victims of crime, local communities and commissioners of services.

The solution

Crest worked alongside the VS senior management team, internal communications and HR to design and ensure that the change programme was effectively socialised with colleagues across the organisation. We designed and ran the change communications plan, held workshops and briefings across the country and supported the internal teams to deal with thousands of questions from colleagues, volunteers and members of the public.

The results

The change programme was successfully implemented, as were new working practices and the improved case management system. The staff engagement figures have improved, despite the amount and depth of the change, and the new values and brand have been embedded in the organisation, driving it forward from within.

Read about our other work with VS

Strategic change management

Effective internal communications

Stakeholder engagement

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