When Nacro won the contract to run BASS, Bail and Accommodation Support Service, we had three busy months to prepare it for launch. As a nationwide housing service, it involved combining existing infrastructure with new housing and accommodation already used by Nacro. To be made available on a short-term basis to people on bail, and then to move them on, with the outcomes being tracked closely by the commissioner MoJ and Nacro.
I was part of a cross-organisational team brought together to plan and implement every aspect of this new service, which involved a 30% increase in the number of staff as well as new IT and finance systems – never a dull moment. After a great deal of scoping and discussion with the previous contractor, we created a communications role into which one of my team members was seconded. The initial work focused on creating a new brand which could be welcoming to people going through an unsettled period of life.
Marketing required physical materials as well as digital, as in many circumstances people and staff would not have digital access or capability. Internal communications was vital as staff were being brought in from the old service and local marketing plans were also required. We created:
- A pocket-sized planner to advise people about the service and to give other useful information – we have previously introduced this format successfully to people in prisons and other secure settings
- A service handbook to guide people coming into the service
- A guide for referrers and solicitors.
- A web presence for the service which will host a regular stakeholder newsletter
The service launched in June and initial evaluation shows that it is working as planned and that there is strong engagement by the new staff.
