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People. Process. Systems.

Challenge.

The Action Group (TAG) is a charity that provides vital support for children and adults with learning disabilities and other support needs across Edinburgh, Falkirk, Midlothian, East Lothian and West Lothian. Having partnered with Optimum on a previous Case & Rota Management system implementation, TAG once again turned to us for their latest project: TAG Evolve.

As with many organisations within the Scottish care sector, TAG faced significant challenges related to staff retention and a high dependency on agency staff, both of which impacted service quality and continuity. They recognised the urgent need to prioritise staff well-being, create a more balanced workforce structure, and ensure they continued to deliver consistent, high-quality support to their PWS (People We Support).

The core objective of TAG Evolve was to establish a new service model that would enhance support consistency, improve staff satisfaction and performance, and ultimately elevate the quality of their service delivery.

Solution.

We began by initiating a series of collaborative workshops involving stakeholders from key areas within TAG, including:

  • Service Delivery
  • Leadership
  • Quality
  • Back Office Functions (HR, Payroll, Finance)

 

Through these sessions, we identified critical areas of improvement that would directly impact both staff well-being and the overall quality of service delivered to TAG’s People We Support (PWS).

The central approach was to redesign TAG’s service framework into a best-practice model, which involved rebalancing their services into ten equally sized and staffed groups. This restructuring was complemented by a reconfiguration of management roles: transitioning from the broad, traditional ‘Team Manager’ role to two new specialist roles, ‘Wellbeing Lead’ and ‘Operational Lead’. This strategic shift was designed to create a more focused management structure, fostering a culture of continuous improvement and support for both staff and service users.

Deliverables.

 

The deliverables were designed to meet the specific needs of The Action Group, ensuring that each aspect of their service delivery would be optimised for efficiency, effectiveness, and quality:

  • Clearly Defined Roles and Responsibilities: Established a framework of clearly outlined roles and expectations across all service delivery areas.
  • Restructured Workforce: Implemented a balanced, best-practice service model that ensured equitable distribution of resources across ten redefined service groups.
  • Improved Compliance and Reduced Complaints: Established standards to enhance compliance and drive a reduction in complaints.
  • Cost Efficiencies: Developed strategies to reduce reliance on agency staff, streamline spending, and improve overall operational efficiencies.

Benefits.

The TAG Evolve project has delivered impactful and far-reaching benefits for the organisation, resulting in improvements for both staff and service users:

  • Defined Development Pathways: Staff now have well-defined roles with clear skill requirements and development opportunities, empowering them in their career paths.
  • Balanced Workloads: All service groups have equal staffing and support availability, ensuring workload consistency and helping support a better work/life balance.
  • Enhanced Coverage Model: A robust coverage framework mitigates the impact of staff sickness and absence, reducing the need for agency staff and supporting continuity of care.
  • Specialist Management Roles: New management roles have introduced time efficiencies, improved peer support, and increased collaboration.
  • Clear Communication and Escalation: Streamlined communication channels and escalation pathways have been established, enhancing responsiveness and decision-making.
  • Improved Operational Efficiency: Specialised roles have fostered stronger integration with TAG’s Quality, HR, Payroll, and Finance teams, enabling continuous improvement initiatives.
  • Reduced Travel and Administrative Burdens: Restructuring has led to reduced travel and administration inefficiencies.

Project Summary

 

The TAG Evolve project showcased Optimum PPS’s expertise as a trusted partner in driving organisational change. While TAG had already developed ideas about their new service model, they recognised the need for expert project management and structured facilitation to turn their vision into reality.

Optimum PPS provided a calm, assured presence throughout the project, guiding TAG through the complexities of change. We managed the project’s structure, maintained momentum, and ensured all stakeholders stayed aligned with the agreed objectives. By facilitating collaboration and providing clear direction, we helped TAG overcome potential challenges and stay on course.

The result is a restructured, resilient organisation with enhanced staff well-being, improved operational efficiency, and a model that delivers consistent, high-quality support. TAG can now confidently meet current demands while building a sustainable future for their services and the people they support.

"Partnering with Optimum led us on a transformative journey for our organisation. Having worked with them previously, we knew 'they got us' – which was crucial as we needed to stay true to our organisational values throughout this project. Their expertise and guidance helped us overcome challenges, streamline operations, and stay focused on our overall goals. With Optimum by our side, we turned our vision into reality, building a more resilient future for The Action Group and the people we support.”

Danny Hayward (Deputy CEO) - The Action Group