Drawing on customer insight, frontline expertise and her lived experience as the parent of an autistic child, Laura Roberts, Head of Delivery in the North West, worked with the team to review and make adjustments to our employment support around neurodiverse people.
The challenge
More people with autism and other forms of neurodivergence were seeking help through Work and Health Programme, but standard appointments, workshops, working environments and communication methods did not always enable them to take part comfortably or show their potential.
Taking action
Laura worked with the team and brought participants, frontline colleagues and health professionals together and used surveys, focus groups, one-to-one conversations, workshop evaluations, diagnostic assessments and customer data to understand their experience in detail. Laura used these insights to redesign the service. Centres introduced quiet hours at different points in the day, reduced unnecessary noise and reviewed layouts to create calmer spaces. Sensory aids were made freely available in reception areas, meeting rooms, workshops and on staff desks, so nobody had to ask for them.
Support became flexible by design. Participants could learn one-to-one, in small groups or in larger workshops. Appointment planning took account of travel, public transport and quieter times of day. Staff adapted their language, format and pace and used visual guides.
Inclusion requires a change in culture, not just in surroundings, so teams were encouraged to see adjustments as a core part of person-centred support.
Creating impact
The change could be felt in everyday interactions. Participants reported feeling listened to, understood and able to engage in ways that worked for them. One said: “I can take my time, they don’t rush me or put me under any pressure. They talk through things step by step with me so I can process information and instructions without feeling overwhelmed or anxious.”
The results
Twenty participant surveys and several independent interviews recorded overwhelmingly positive experiences, including greater confidence, wellbeing, independence and participation. The majority of autistic participants told assessors they were happy with the support and valued staff understanding their strengths, preferences and needs.
The National Autistic Society awarded Ingeus in the North West a three-year Autism Accreditation after independently verifying its personalised assessments, flexible delivery, inclusive environments, proactive adjustments and commitment to continuous improvement.
The employment outcomes are equally powerful. Case studies show people moving from anxiety, isolation and low confidence into sustainable work. One participant progressed into a role as a Jobcentre Work Coach and said: “I couldn’t have done it without you.”
Looking ahead
Ongoing surveys and focus groups across Ingeus are a key part of our approach to continuous improvement, and we will keep working with partners like the National Autistic Society to ensure the best possible experience for all our customers.
