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Partnership working with NAIS

BEST Leader Johanne Linley and the Druids Heath Neighbourhood Advice and Library Teams completed their BEST Workshop in July 2010. As part of their BEST Workshop, one of their actions was to share the success of their partnership working with the Neighbourhood Advice and Information Service (NAIS). They were also nominated at the Selly Oak Constituency Best Bee Awards for the Access and Customer Care Award.

In 2008, the Constituency was faced with the task of finding a new home for the Maypole Neighbourhood Advice and Information Service (NAIS). The building itself was no longer fit for purpose so the Constituency Senior Management Team decided to pilot a joined-up working approach - two Constituency services sharing one roof. The Neighbourhood Advice Team moved just a few metres into the modern Druids Heath Library facility. The Library and NAIS provide very different services but they have managed to forge a strong partnership, providing support to each other’s services and broadening their client bases. With the recent inclusion of Choice Based Lettings (CBL) in Libraries, residents can bid for Council properties online by using the library’s facilities. Joanne Collette, Senor Library Assistant said, “We are really proud of our achievements with the Choice Based Lettings website. It has been invaluable having the Neighbourhood Office staff in the building to assist the library staff and users with CBL access issues. We have dealt with 167 CBL enquiries in the last six months alone”.

However, the reason both teams were nominated was for their excellent customer service. One local resident said, “The staff are always so helpful, they know my taste and they always make sure I have something to listen to. I really appreciate the local library service”. Another resident said, “The Neighbourhood and Advice service is very good, friendly and cheerful. They are always happy to help and take the time needed to listen and sort out my problems and whilst they are always busy, they always say hello when I pass. They go above and beyond what is expected in my book”.

Speaking to the teams about the praise they have received for their customer service, they just believe they are doing their jobs. Mike Kenneally, Service Delivery Manager for the Neighbourhood Advice Team said, “Working with the public has always been the most important aspect of the job, getting to know our customers and building up trust ensures they feel valued. We work with many vulnerable people to ensure they get the benefits they are entitled to. It is so nice to see the appreciation customers give us in thanks for what we have done for them. It makes us feel valued”.