We started by introducing new training courses for staff, including a variety of modules delivered through our e-learning platform.
Another significant undertaking was the further development of our grant-making system to help us process applications more quickly. The system now includes electronic data and records management to help us ensure the information we capture is handled correctly.
We also commenced the full roll-out of our Visiting Volunteer programme, a new approach to completing applications for support which sees trained volunteers across England and Wales visit applicants at home to make sure the necessary information is collected to complete applications. This new approach was piloted in 2016 and proved very successful, with beneficiaries receiving a more efficient service and faster provision of support.
volunteers in 36 provinces
visits made to complete applications for support
“It has been an exciting year for the Visiting Volunteer team, with more than 250 people vetted and trained to take on the important task of helping people to complete their applications for support. Over the last 12 months we have worked with 30 provinces to help introduce…
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“We launched GAMES at the beginning of April 2017 and, despite a period of rigorous testing, the transition to a live environment was challenging. This would be the first time that multiple users were logging in and using the system at the same time. As well as testing the…
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“I’ve recently become the Provincial Grand Almoner, and it’ll be my duty to look after the Visiting Volunteers that operate in Leicestershire. So far we have four of them, including a female mason. You need a lot of empathy for people; when you visit…
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“Alex was born with cerebral palsy. I always wanted him to take up a sport, because it’s such an important part of school life and growing up. He started going to swimming lessons when he was five and he was talent-spotted at the age of seven. Since then he’s…
Read moreThis year, we also undertook our first ever beneficiary survey to learn more about the difference our grants and support services have made to the lives of those we help, and to gather suggestions for improving the experience of accessing support. The outcomes of the survey were very positive and we hope to build on them over the coming years to improve our beneficiaries’ experiences further.
RMBI Care Co, part of the MCF that delivers quality care for residents in 18 care homes across England and Wales, also received positive feedback in a recent survey, with ninety-four per cent of residents saying they were happy overall living in an RMBI home.
felt that our staff’s knowledge and professionalism either met or exceeded their expectations when making an enquiry for support.
of people we supported felt that the application process was explained clearly to them and they were made aware of how long the process may take.
of people we supported felt that the response time to their enquiry met or exceeded their expectations.
Less than two weeks
Between two and four weeks
Between four and eight weeks
I am happy to wait as long as the process takes
We are very happy to report that between April and June, it has taken an average of only 6 days for a grant to be awarded from when we receive an application. On average, grants are then paid 10 days later. This means that we are satisfying expectations of all of those we surveyed.
of people we supported were satisfied with the size of their grant.
felt the process of applying for support was a positive experience.
All those surveyed reported a significant reduction in anxiety, between approaching the MCF and receiving their grant. For most people this reduction in anxiety has been long lasting.
reported that their grant has also had a positive impact on someone other than themselves, for example a family member. A great majority of responders mentioned that support was ‘life changing’.
