Biz Hub – A fresh approach to support the employment services sector in making continuous improvements to client processes and services

Both for-profit and non-profit organizations are always looking for ways to provide high-quality client services more efficiently. Over the years, various methodologies have emerged to support these efforts but even when armed with new strategies and tools, making changes to complex day-to-day operations and processes is never easy. Biz Hub is designed to help this process.

What is Biz Hub?

Biz Hub is a model that was developed in BC by non-profit sector leaders in the employment services sector to support improvements to business processes in this sector with the ultimate aim of achieving improved outcomes for job seekers.

Biz Hub is a pilot project mandated to test new ideas for learning and capacity building but it also provides an opportunity to create and implement innovative solutions to real problems facing the employment services sector. The belief that underpins the Biz Hub approach is that there is considerable expertise and creativity within the employment services sector that can be leveraged to improve business processes and client outcomes.

To achieve this, Biz Hub has adopted a hub-and-spoke model with two key components – a main hub and sub-hubs. The main hub serves as the “gathering place” to engage, share and exchange information on important and relevant business processes. The sub-hubs are where the action happens. Six to eight practitioners, led by a facilitator and subject matter expert, will work together to solve a specific business process problem facing their organizations.

The first sub-hub – Client Engagement

In consultation with Biz Hub’s working group and project advisory committee, Client Engagement has been selected as the business process for the first of the project’s four planned sub-hubs.

Some of the important issues the Client Engagement sub-hub intends to address include:

  • What are the best ways to engage clients?
  • How can the client intake process be managed to create maximum engagement?
  • What are good practices to navigate the client efficiently through employment services?
  • How can services be improved such that clients return for and actively participate in services, and ultimately achieve better employment outcomes?
  • How can accessibility to services and supports be improved?

Who should participate in the Client Engagement sub-hub?

Applicants are expected to be:

  • Working at an employment services organization in British Columbia
  • Interested in improving and solving client engagement issues
  • Committed and able to participate in online and in-person meetings over a six to eight month period
  • Prepared to complete limited activities between meetings as necessary
  • Supported by a colleague at the executive or senior level of your organization

Benefits of being part of Biz Hub, timing and application process

In addition to being part of a community of practice that focuses on client engagement, Biz Hub participants will have the opportunity to work with client engagement experts and sector leaders, developing the capacity to improve other business processes within their organizations. Armed with resources, tools, strategies and knowledge acquired in the sub hub, participants will be equipped to improve complex business processes within their organizations using a client-focused approach.

Six to eight practitioners will be selected for the Client Services sub-hub. The first group meeting is expected to take place in September.

Interested practitioners are asked to apply online by August 5th, 2016 at this link.

More information about Biz Hub

Biz Hub is a three year project managed by the BC Centre for Employment Excellence (the Centre). It is funded by the Government of Canada and the Province of British Columbia through the Ministry of Social Development and Social Innovation’s Research & Innovation Program. For more information about the project’s research, contact the Centre’s Managing Director, Susanna Gurr, at sgurr@cfeebc.org. For more information about project activities, contact the Centre’s Stakeholder Coordinator, Greg Lockwood, at glockwood@cfeebc.org.