Language skills for British Library cleaners

The Clean Start Project

Training provider Merton College asked support services company Emprise to take part in a Clean Start Project, aimed at improving the English language skills of cleaners.

There was also the chance for them to undertake a National Vocational Qualification (NVQ) in Cleaning.

In all, 30 staff members completed the NVQ and BICSc training proficiency certificate with 12 also achieving an English for Speakers of Other Languages (ESOL) qualification.

A number of its employees were migrant workers, a key decision in Emprise's decision to go ahead.

"As the Sector Skills Council that leads the alliance of SSCs on basic skills improvement, we were delighted with the efforts of the Clean Start Project," said Chris James, Director of Research and Development at Asset Skills.

Identifying basic skills needs

The most useful training given to the cleaners was to improve their English skills and linked to that, customer care and the ability to carry out the job effectively.

Some staff were initially embarrassed to admit their learning needs because of negative past experiences, particularly in school.

However, the modern teaching methods aimed specifically at the adult learner helped overcome these barriers.

Employees were selected for training on a voluntary basis. It was conducted during work time and on site with staff having to do some additional work out of hours.

"It's a matter of managing the process correctly; there was no disruption to the client," said Mark Gillman, Emprise's Group Health and Safety Manager.

The outcomes - business impact

The biggest business impact since the training has been a significant rise in the achievement of targets. The Emprise contract with the British Library is measured by Key Performance Indicators.

If those targets are achieved the company receives an increase in payment on top of the main contract income. Since the training, it has achieved the maximum percentage rates for the contract earning them a bonus of 50%.

Standards of customer care are now higher, the accident rate has dropped significantly and staff retention has improved.

"This has had a direct improvement to our bottom line and overall it has been an extremely positive experience," said Mark Gillman.

"There is now a culture among staff where they feel they can come forward and ask for training. There is a much stronger relationship between the client and the workforce where the client feels the workforce is now part of the whole team.

"The British Library is a national treasure and we need to keep it that way by keeping standards high."