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St Luke’s value their volunteers and have been running a NVQ project to support them in achieving a NVQ qualification in customer service skills. The project was developed to help volunteers and shop staff to gain a national qualification and enhance the customer experience in St Luke’s 13 shops. This exciting project has been running in partnership with Ealing Hammersmith and West London College since April 2009 and has had over 40 successful achievers.
Margaret Burke has been volunteering in St Luke’s Stanmore shop for two and half years and successfully completed her course in March 2011. She says, ‘I first started volunteering for St Luke’s because I knew someone who has been there and they were looked after very well. I also had retail experience and enjoyed the work. St Luke’s shop manager asked me about applying for the NVQ project and I found my experience of the course enlightening in all aspects. I enjoyed learning new skills which include computer work, health and safety and giving good customer service. I think the course is good because it makes people more interested in their volunteering work and it gives you a recognised qualification which will always be with you. Volunteers may think it is too difficult but it is not and it is amazing what you can achieve.’
NVQ training manager, Clare Dawson manages the project at the college and says, ‘This scheme is unique in London and all the volunteers were very dedicated to the work they did in the shops and this was reflected in their e-portfolios. The course has been designed to ensure volunteers have minimum time away from their voluntary role and other aspects of their lives. Each volunteer has expressed their appreciation for the training and support they have been offered by St Luke’s and the college.’
The managing director of St Luke’s shops, Hilary Berry says, ‘Our 13 St Luke’s shops raise a substantial amount as it provides 12% of the funds needed for patient care at the Hospice each year. However this could not be achieved without the hard work and dedication of our volunteers. By having the NVQ project we are able to offer something in return to any of the volunteers that wish to become involved in the scheme.’
To find out more about the NVQ email volunteering@stlukes-hospice.org
