Funeralcare magazine issue two

March 2017

The magazine for Co-op Funeralcare colleagues

Meet

the fleet Introducing our brand new ceremonial fleet pageS 10 & 11

Probate explained by the experts in Legal Services pages 6 & 7

Smarter than your average bear with social media pages 8 & 9

In the mag...

Our magazine…

05 Welcome to ? ?

Our Voice 06 08 10 12 14 Sarah 16 Everyday heroes in Edinburgh Introducing the Probate team

Social media superstars Meet the fleet

Gold standards

Co-op community Being well

COMING SOON! Thank you for all your fantastic suggestions for the name of the Digital Service. The Digital team are reviewing names and we’ll give you an update in a later issue.

Welcome to the newly named Our Voice – the magazine ???? for Funeralcare and Legal Services colleagues.

P

lenty has happened since ‘Issue Zero’ of your magazine.

First of all, lots of you entered our competition to name this magazine and be our very first guest editor!

Congratulations to Fiona Lavery from York, who suggested ‘Our Voice’ – meet Fiona and read what she thinks of this issue below.

Our Voice is what your magazine is all about – a place for you to have your say, listen and be listened to.

Now we’re one team as Funeralcare and Legal Services, we’d like to welcome our Legal Services colleagues to the magazine.

This issue features stories from both teams and we’re looking forward to working together – and hopefully being able to meet in person as time goes on.

We also have a new CEO – Steve Murrells.

Steve has been the Chief Executive of Co-op Retail for the past five years, and will be spending time getting to know us all and how we work in Funeralcare and Legal Services in the coming weeks and months.

Sarah Gardiner Editor Head of Communications & Engagement (Funeralcare)

Our guest editor

Fiona Lavery “I’ve worked for Funeralcare for two years. I chose ‘Our Voice’ for the title because I think it sums up what the magazine represents – an opportunity to share our views, good news stories and experiences of working in Funeralcare and Legal Services.

On our cover: Get to know our new ceremonial fleet on pages 10 and 11.

Your new magazine is produced

by Co-op Funeralcare Communications & Engagement and scarlettabbott – 01904 633399 scarlettabbott.co.uk

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Issue 1 / March 2017

“I was especially interested in reading this issue’s ‘Your Stories’ on pages 14 and 15.

The wonderful and moving ways colleagues have personalised funerals is a great reminder of why we do this job – to not only give clients outstanding service, but to also have great job satisfaction.

“I enjoyed reading the interview on pages 4 and 5 with Raegan Drew, a Funeral Director from Edinburgh, who originally joined the company as a Funeral Arranger. It would be great to hear from other colleagues who have developed their career at Co-op, either by being promoted or changing role altogether.

Our new operating standards will

help everyone feel more comfortable with this process – find out more on pages 12 and 13. And ‘Here to Help’ on page 16 looks at colleague support and benefits. It’s important to be able to switch off, as well as stay physically and mentally healthy, so I’d love to see more tips about having a good work/life balance and relaxation in future issues.

“I’ve really enjoyed being guest editor and reading about colleagues from different areas.

The magazine is a great way to learn more about each other, and there really is something for everyone. Enjoy reading, and don’t forget to email your stories!”

Fiona Lavery, Funeral Arranger, Malton

PROUD TO BE…

PROUD TO be

...a Learning and Development Consultant What can Learning and Development Consultant Colin Binfield do for you?

New Funeral Arranger, Helen Templeton, in training

Colin Binfield

Q

A

Tell us about when you first joined Funeralcare.

I joined as a Funeral Operative in 1999 and was promoted to Funeral Director after about six months. It helps me in my job now that I’ve worked in those roles because I can use my own experience – and mistakes – to help train people for the job.

Q

A

How did you get into the training side?

I was on a course myself and when I looked at the trainer, I thought ‘I could definitely see myself doing this job’. So I applied for a role and I’ve been working in the South East ever since. Now I look after 130 funeral homes.

Q

A

Q

A

What training will I do as a new starter?

We’ve updated our core skills training, so you’ll do six modules in the classroom and the workplace, and we’ll come to visit you to see how you’re doing. Then you’ll start your apprenticeship – so our teams will be fully qualified to offer the service we give to our families.

Q

What’s coming up for Learning and Development?

A

best practice and training modules.

Using e-learning is quite new to us as a business so it’s exciting. We’ll also be supporting colleagues to use the new digital service.

Q

A

How do colleagues arrange training?

You can ask your manager or just call your area’s Learning and Development consultant. You’re not expected to know everything so don’t be afraid to ask – especially if it’s something procedural.

We’ve changed our training materials because everyone learns differently, so we’re moving into blended learning – using online as well as faceto-face learning. We’re looking to introduce an online learning platform that will let us share

“You’re not expected to know everything so don’t be afraid to ask!”

What’s the team like now compared to then?

We’re a bigger team now so we can go out and support people one-to-one, which is fantastic. We all work really closely with our team in Manchester and learndirect, who run our apprenticeship.

Colleagues get involved on their training day with Colin in London

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3

INVESTING IN THE FUTURE in Edinburgh

The next

generation Our team in Edinburgh are looking to the future and have just started their digital trial. They’ve got a secret weapon in Raegan Drew, a Funeral Director who joined Co-op Funeralcare seven years ago, aged 20.

Q

A

Tell us a bit about yourself.

“I decided to join Funeralcare after doing Beauty at college. I was interested in the makeup side and fancied doing cosmetology.

In the UK, the embalmer does everything like that. I did some embalming training with a local firm and also started a National Embalmers course. I wrote to the local funeral home and they invited me for an interview as a funeral arranger.”

Q

What were your first few months at Funeralcare like?

A

“I was taken under the wing of a colleague who’d been working for Co-op for 15 years. She taught me a lot. Then I started meeting families and realised I wanted to be with them right the way through the arrangements and look after their loved one.

So when I was ready, I applied for the funeral director role.”

“Every standard from identification to paperwork, to how we arrange a funeral, is client focused.”

Marianne Leary, Funeral Arranger (left) and Raegan raised over £1,0 00 for Royal Blind by abseiling from the Forth rail bridge

Issue 1 / March 2017

Q

What’s special about the team in Edinburgh and working in the city?

A

“My team are really caring people and this isn’t just a job to anybody. Here in Scotland we have a couple of different traditions to England. One is for a bagpiper to walk in front of the hearse, and that’s a really personal touch. We also have cords on coffins for burial, if the family want to help lower the coffin. We take people on special routes to the service, like past one of the football grounds.

If it’s what the family wants, then everyone in Funeralcare is happy to go out of our way to make that happen.”

Q

What’s been the most surprising thing about working with clients?

A

“I’d been here for about two years and a man in his eighties came in to arrange his wife’s funeral. He mentioned he’d be on his own over bank holiday weekend, so I phoned him over the weekend to check he was okay. His son told me later his dad had been surprised at having such a young funeral arranger but I’d changed his opinion of young people.”

Q

Q

A

A

What reaction did you get when you told people you were going to work for Funeralcare?

What’s the most important part of your job?

“Everything we do is about what’s best for the client.

Every standard from identification to paperwork, to how we arrange a funeral, is all client focused.

Everything we do is 100% honest and see-through, and it’s best practice, too.”

“I think a lot of people were dubious that someone so young wanted to join. I’ve got a very different job to my friends but now they understand when I’ve had four call-outs in one night and want a weekend in bed! My team will swap shifts if someone has a birthday or night out planned so I don’t feel like I miss out on anything.”

Left: Some of our Edinburgh team.

Back row L-R: Raegan Drew (Funeral Director), Janice McLeish (AIC), Dianne Catterson (Embalmer), John Fisher (Funeral Service Operative), Gary Wilson (Funeral Service Operative), Joyce Cruickshank (Funeral Director) Front Row L-R: Terry Dickson (Principal Funeral Director), Billy Williamson (Funeral Service Operative)

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“Everything we do is 100% honest and see-through. My team are really caring people and this isn’t just a job to anybody.”

Q

What’s next?

A

“The Edinburgh team are just about to move into their new premises with a mortuary.

We’re just starting the Digital Service trial here. The team use smartphones and iPads at home so we’re all looking forward to it.

It’s going to save so much time and paperwork when we’re doing arrangements. And, of course, we can spend more time with families, which is what it’s all about.”

Raegan Drew with her funeral arranger diploma

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GETTING TO KNOW

the Probate team

Our merger with Legal Services will give our clients a seamless experience with Co-op. We meet the Probate Advisory and Operations teams to find out what they do, why they’re looking forward to working with Funeralcare more closely, and what exactly probate is…

P

So where does the support of Funeralcare robate is the process of end and the support of the Probate administering a deceased person’s teams begin? estate. The process ranges from The client’s details go to the Probate valuing the estate, to settling Advisory team as soon as Funeralcare liabilities like inheritance tax, colleagues create a case on the system. identifying assets, and distributing The team get in touch with the client on the estate to beneficiaries. the same day to offer free advice and The contact centre for the Probate support. It’s a quick response, and Advisory and Operations teams is for good reason: “There’s a lot for based mostly in Bristol and has clients to do around this time, so a team of consultants working We offer a fixed they may worry or not know remotely, who visit clients in their fee to complete how to go ahead. The earlier we own homes. They’re all excited probate work get involved, the more support about the merger between we can give them,” said Tina.

Funeralcare and Legal Services.

What’s most important for Tina and the Tina Collins is a Team Manager for the team is looking after the client in a way people who work on Probate Advisory and that continues the experience they had explains: “It’s great that we’re working in with Funeralcare – and giving them partnership because our clients will be able to peace of mind in dealing with a different, say Co-op have supported them throughout but equally important, part of losing their loved one – from arranging the losing their loved one. funeral to helping close the estate.”

Fact:

The Probate Operations team • The team is made up of probate lawyers, solicitors, legal executives and legal assistants.

• Each new case is reviewed to see who’s the best person to look after the client – for example agricultural estates will go to someone who is an expert in that area.

Some of the Probate Operations team: (L-R) Sarah Couling, Zoe Liu, Daniel Williams, Mark Lynham, Sarah Stevenson, Michael Shaw, Jessica Llewellyn, Grant Sanders, Selina Quaye and Hannah Smith

Two halves of the journey Who’s who in the Probate Advisory team

• The Probate Advisory team are the first people in Legal Services to speak to the client.

• An inbound calls team look after any client or third party (like an insurer) who phones for advice or to arrange an appointment with a consultant.

Some of the Probate Advisory team: (L-R) Roxanne Graham, Shelly Price, Jordan Rankin, Tina Collins, Greg Walker, Nicole Nawrocki, Vicky Hornsby and Graeme Softley

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• Our team in Sheffield call any clients who get in touch on our website.

• The outbound calls team will get in touch with clients whose details are passed to us from Funeralcare teams.

Home service Our consultants visit clients at home because there’s often a lot of paperwork to look at, so not having to carry that anywhere makes it easier for our clients – and they don’t have to worry about forgetting an important document.

Anna Osborne is a Consultancy Regional Manager in Legal Services. She said: “Funeralcare colleagues refer their clients to us, so when we know each other it helps them to be confident we’ll look after clients with the same care. I often join the charity events of our local Funeralcare team and pop in to say hello.”

Anna Osborne and Justin Woodiwiss, both Consultancy Regional Managers

Find out more

To find out more about how probate works, go to co-oplegalservices. co.uk

The personal touch “If we give clients that personal touch, they’ll use the whole service again the next time they need it.”

Jessica Llewellyn, Team Leader AND CHARTERED LEGAL EXECUTIVE, Probate Operations

Estates can take years to complete so the team takes time to get to know the client and understand their case. Jessica Llewellyn is a Team Leader for Probate Operations, and explains: “It’s a telephone-based service so it’s really important to keep in touch with the client each month. We get a lot of great feedback for doing that.”

Full circle Jessica and the teams in Bristol are looking forward to learning more about Funeralcare.

It will help them to make sure the client has the same feeling of being looked after from the start to the end of their experience with Co-op.

Jessica said: “If we give clients that personal touch, they’ll use the whole service again the next time they need it. And that’s the best feedback that we’ve done our jobs well.”

Issue 1 / March 2017

7

Bear

focus on...

in mind

Social Media

love, , e Lik

Want to get started on social media? Try our top tips.

! e r a sh

What could a teddy bears’ picnic have in common with Funeralcare? Log in to your social media account, follow the feed and find out how one tweet brought communities and care centres together.

Scout summer camp

S

ocial media brings together colleagues from across the country, and shows clients, members and our communities what we’re up to. Find out how Bradford and Borden Colliery connected over social media and a teddy bear.

Bearing all

Rochdale at Bingley show

Speak to your manager to order your very own Cooper or baby Cooper bear

Marie Hayes is a Funeral Arranger at Tong Funeral Home in Bradford. Her son had a class teddy bear that the kids used to take on adventures, and Marie had the idea of using a bear at work, to break the ice with both children and adults, and to introduce a bit of fun for colleagues.

“Lucy Brown, our Care Centre Manager, dressed the bear in a funeral director’s outfit,” Marie said. “And we called him ‘Rochdale’ after the pioneers. Our team thought we were bonkers at first but now everyone loves the bear!”

Lucy said: “You almost don’t need to say anything when you’ve got Rochdale with you. It helps to ask for a photo with him because people feel the focus is on the bear, not them. We ask permission and upload photos of Rochdale with his friends to Twitter.

Top tip

“He’s great in all situations. You could The more you use be supporting a social media, the more bereaved child who likes, shares, retweets might feel more and comments comfortable with you’ll get. you there if they can sit and cuddle Rochdale.

He makes it easier for people to share their feelings with us.”

“Our local Scouts group even took him on a trip and sent us pictures of him in the little sleeping bag they’d made!

We can talk about funerals with the Scouts now because Rochdale has started that relationship for us.”

It’s donkey work!

Issue 1 / March 2017

2. Set up your account and 2 add in the quick disclaimer ‘all views are my own’ to your profile to protect you and us.

Remember!

Always ask for permission from the client before sharing their photo on social media.

3. Always ask permission 3 to post someone’s photograph (in writing if the person is under 16).

4. Like, share and reply to 4 colleagues’ posts.

Cheryle with Cooper

Sharing’s caring

5. Post all the great stuff 5 you’re up to – and share them with us!

Scout summer camp

Top tip

Rochdale bear caught the attention If you’re not comfortable of Cheryle Waters, who’s an posting from your own Admin/Arranger in Bolden Colliery. account, ask a colleague Cheryle said: “I’d run events in the past, to share it for you. like ‘Blind date with a book’, and put the pictures on Twitter… and colleagues everywhere got in touch asking about how they could get involved. It made me realise we can use social media for sharing ideas.

“Then Lucy uploaded a photo of this gorgeous bear.

I saw how good the response from clients was and that he was going all over… and knew I had to have one.

“We wanted to get people involved so we asked “Our team my Twitter followers to name our bear, and introduced thought him as Cooper on National Teddy Bear Day. Pretty soon everyone in the region wanted to use we were him and now he even has his own diary! bonkers “It’s all thanks to Lucy’s tweet,” said Cheryle. at first “Now, when I’m looking for new ways of working or but now ways to get involved everyone Social media is a great in the community, way to talk to people loves I turn to social media. and organisations in your It’s fantastic that the the bear!” community – and to get public can see what involved in what they’re Marie Hayes, we’re up to and it joins us doing! Maybe you could Funeral together as a network.”

Arranger, take Rochdale or Cooper

Smarter than your average bear

There are plenty of other ways to get involved on social media.

“We recently shared a thank you card on Twitter with the family’s permission and they retweeted it, saying they’d never forget what we’d done for them. Those posts get a big reaction on social media, from both colleagues and clients, because they’re from the heart and people can see how much we care about our clients,” Cheryle said.

Lucy agrees. “We help Sunbridge Road Mission, an Evangelical church, with their Christmas meal for the homeless every year.

We’d tweeted about it and our colleagues at a Food store round the corner saw it and came to help out. It was a great opportunity to help the local community by coming together – and get photos of our two teams washing dishes!”

Top tip

Lucy Brown (left), Rochdale and Marie Hayes (right)

bear with you…

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Blind date with a book

1.

1 Look at the ‘Sharing Our News Guide’ on the intranet, which explains everything you need to know.

Rochdale visits Southport

bradford

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9

fleet update

Back to

our routes We haven’t forgotten our ceremonial fleet during our Back to Being Co-op makeover.

We’re excited and proud to introduce you to our new two-tone vehicles.

The stats of the matter • Model: Customised Ford Mondeo • Dimensions: overall length 19’8 (6,000mm) • Engine: 2 litre Eco boost • Gearbox: 6-speed automatic • Extra features: park assist, front and rear air conditioning, and satellite navigation • Hearse features: glass roof, under-deck lighting and LED coffin illumination • In 2017, we’ll replace 46 ceremonial vehicles and 20 private ambulances • We have 730 ceremonial vehicles in service across the UK today and are working on plans to replace or refurbish more in the future • We’ll refresh some of our older vehicles until they can be replaced – by updating mechanics, internal fixtures, fittings, and body work.

Fleet in action

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W

e’ve had our own hearses, limousines and private ambulances for many years, and we’ve built up a fleet of many different types of cars, including Fords, Jaguars, Mercedes and Volvos.

Now it’s time to invest in the fleet and in our teams who use them, so we did consumer research and found that having a fleet based on

one unique model would help us stand out from the competition.

Meet the fleet It’s really important that our fleet helps us look after our families both today and in the future.

Our ceremonial vehicles are based on standard cars and are given a specialist upgrade, so we’ve chosen a high-quality model that will stand the test of time.

Did you know?

Some of our current fleet is based on the Australian Ford Mondeo and these will be the first to be updated.

We worked with suppliers to pick the most reliable model and best value for our members’ money – and that’s the new Ford Mondeo.

It’s supplied by Ford UK, which means they’ll be on hand to look after our fleet when we need them.

The Ford Mondeo is our industry’s most popular choice for new models, so how will we stand out from the crowd? Some of our colleagues will remember, we used to have a very popular two-tone fleet, and we’re going back to that style.

This will mean clients, members and the public will see our cars and know straightaway that we’re Co-op.

“The new colours mean we really stand out and we’ve even had our competitors tell us they look ten times better than their old Jags! I feel really proud to be driving them.”

Richard Goodman, Funeral Service Operative, Bristol Care Centre

Inside the hearse

Two-tone detail

Taking it on the road Funeral Service Operative Richard Goodman works at Bristol Care Centre, and is part of the new fleet trial.

He gives us his verdict.

“I’ve been driving the new fleet nearly every day since we started the trial eight months ago.

“They look smart – and they’re quite nippy! It’s a comfortable, secure drive, too. The front is like a normal car so if you didn’t look back you wouldn’t know you were driving a hearse. The colours mean we really stand out and we’ve even had our competitors tell us they look ten times better than their old Jags! I feel really proud to be driving them.

“Some things are different, like the turning circle, but I’m used to that now. As part of the trial, we tell our line manager if we think something could be better.

It’s a much quicker process than before – for example Ford UK are making some changes for us at the moment so we can carry larger coffins.

“There’s no glass window separating the driver and the family in the new cars, which means families can talk to

the driver – we’re really pleased about that. And the fuel economy on them is amazing! I’m filling up every eight days compared to every three, so by driving more efficient cars we’re saving our clients money.

“We’ve even had clients say to us, ‘Wow, look at those!

They’re amazing!’. It makes me proud to work for Co-op.”

Wheelie safe

We want you to feel confident and safe driving our new fleet, so our new driver risk training and a new drug and alcohol policy launched at the beginning of March. Find out more on the intranet in the ‘Policies’ section.

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OPERATING STANDARDS

lid on... e h t g n i t f i

L

G N I T A R OPE NDARDS STA

“Our role in taking care of the family doesn’t stop when the funeral has taken place and our standards haven’t taken that into account before.

Now they will.”

Martin Baker, Head of Central Operations Martin Baker

Marching forwards In January of this year, our Excellence Managers put our new standards to the test and colleagues who took part in the trial gave their feedback. They told us: • It’s much simpler and easier to use • They like how the focus is on caring for families and how we work together as a team • It recognises best practice

Operating standards help us recognise everything you do for our families, members and communities – and give you a helping hand when you need it most.

T

o make sure we’re all doing the best job we can for our customers – at every step of the way – we’re replacing our new operating standards.

The new standards are called ‘Operational Excellence’ and are based around trusting you to tell us where you’re doing a great job, and to tell us where you need a little extra help.

So, what are the new standards? And when will they come in?

How will they affect you? Here’s a handy summary: • Operational Excellence reflects our focus on consistency, best practice and raising the bar for our industry • There’ll be seven Core Essentials, with a Yes/No response • Care centres will have two evaluations per year and funeral homes will have one per year • You’ll complete evaluations electronically, which we hope will make assessment easier • Self-evaluations will be completed by Care Centre Managers – with Excellence Managers on hand for support with the first one and with action-planning.

• Excellence Managers will support our teams to put in place any action plans and will plan their visits in advance.

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Be our standard-bearer Our business has changed since we started measuring operating standards. We have a greater role to play in how clients plan for later life and their funeral, looking after clients pre-need and making funerals affordable for all.

We’re also recognising the ways we support communities and families after the funeral, too.

The old operating standards assessments were complex and colleagues needed to pass all 300 aspects, from the first call to cleanliness and security.

Our new Operational Excellence framework is more flexible, fairer and means you can share the things you’re good at. It’ll also give you a way to ask for help when you need support, including for things like fixing broken equipment.

Loraine Beckinsale, Care Excellence Manager in the South East, said: “The Operational Excellence framework be more different to what we’re used to. It’s based on a set of Core Essentials and will mean you can share your stories on delivering excellent service to clients for others to learn from, too.

“It’s all about what we’re doing right.

There’s no such thing as a pass or a fail, because we want people to feel able to ask for support in areas Loraine Beckinsale where they need it.”

• It’s a great way of showing our Co-op values • They can use it to ask for training and support

The measurement is based on your level of excellence: so the ratings will be ‘excellent’, ‘good’, ‘improving’ or ‘support needed’

Over to you!

We’ve created an easy-to-use Operational Excellence toolkit to help colleagues understand how to carry out their own assessments. All our Care Centres will soon receive a copy as part of the next stage of our trial.

We’d love you to be part of the development of the toolkit and help us make it work for you.

So please have a good read when the toolkit arrives and let us know what you think.

Your Excellence Managers will be in touch soon to support you through the assessment process.

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Doxford Park’s Funeral Director, Gary Thompson, had some unusual company as he led the hearse during his client’s service – two young apprentices.

In a unique tribute that had a family asking for their children to play a part in their granddad’s funeral, Gary knew how he could get them involved.

He provided the two children with top hats and gloves, and then encouraged them to walk alongside him and help to present the coffin.

“When the little boy told me he wanted to bow to his granddad, I thought, ‘Why not?’. It was strange having the children each side of me on the walk into the crematorium but they were over the moon that they’d been able to do it.”

Funeral Directors in training – Gary’s got company in this unique tribute

Gary with the specially made Riley badges

SOUTHAMPTON Stanley

Life of Riley Gary Platten, Funeral Director, Stanley, stopped at nothing to personalise the funeral of his car-loving client.

When Gary learned that his client had owned a vintage Riley classic car – as well as being an established member of the Riley car club – he knew he could help with a unique tribute.

Not only did Gary badge his client’s coffin with specially made Riley stickers, he instructed the procession to follow a route that had been a favourite drive of the client’s.

Gary said: “We put the stickers on the front and back of the coffin so people could see them at the service, and it made people smile. The kids all laughed about the special drive because he used to take them that way when they were younger.

I always try to do a little extra to make the day go a bit easier.”

Bolton

Handmade with love Funeral Arranger Shirley Bannister from Bolton loves to get creative when it comes to making her clients’ funerals personal.

After a distraught family showed Shirley the bedroom they’d designed for their stillborn daughter, she rolled up her sleeves and got out the arts and crafts to customise the their daughter’s coffin.

The handmade pink and grey elephants that she made were so appreciated by the family that a relative even used Shirley’s design in a memorial tattoo to the little girl.

However, this isn’t a one-off – Shirley has previously customised a coffin by covering it in over 80 glittery butterflies.

Shirley said: “It was the first funeral for a baby that I’d been part of.

The young couple told me they’d been through this sad experience before and I wanted to do something for them. They both said how lovely it was and they loved the elephants.”

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Issue 1 / March 2017

Castlemilk’s combating loneliness

Get in touch! This is your magazine and we’d love to hear your stories, email them to funeralcomms@co-operative.coop

When Funeral Director Michael McCready from Castlemilk Funeral Home heard about a local community woodwork project, he was keen to ‘chip in’.

Loneliness is sadly more common than you might think. That’s why Castlemilk’s parish church has launched the woodwork project, which invites people to learn traditional carpentry skills, and create new furnishings and fittings for the church at the same time.

Michael decided to get involved and contacted our team at the Glasgow Coffin Factory. He arranged with them for any unused pieces of wood to be donated to the workshop, which is run by John Elder.

“The volunteers at the workshop in Castlemilk do a fantastic job helping people from all different backgrounds learn about woodworking. It’s been a great success and we still donate wood regularly.”

Our food donations to the Bristol Soup Run helped homeless people in Bristol over Christmas – including on Christmas Day. Our Legal Services teams donated food to the Bristol Soup Run and the trust’s Chairman, Steve Jones, said how grateful he and his team were for our help.

Steve and 22 teams of volunteers reached around 100 people every night and our donations helped give food to those who were homeless during the cold, winter nights.

Skater boy Shirley’s Funeral Director, Neil Austin, showed off a hidden talent as a tribute to his friend, Reuben.

Neil knew that when it came to directing the funeral of a skateboarding fan, there was only one thing to do.

With his top hat tucked under his arm, Neil took to the board and led the hearse in the coolest way we’ve ever seen.

Neil said: “I used to skate to work and so did Reuben.

The family wanted an informal funeral, so I suggested skateboarding in jest – they said it was a great idea! His cousins said it was so Reuben and that’s what he would’ve wanted.”

Souped up

Visit bristolsoupruntrust.org.uk to find out more about the charity and what they do.

John Elder and Michael McCready

crossword

Solve the crossword, then rearrange the letters in yellow squares to find a Co-op word.

1

3

7

Down

7. Piece of metal fixed to a wall in commemoration of a person or event (6) 8. And 24 Across. Author of the novels ‘Fatherland’ and ‘Conclave’ (6,6) 10. Gary, the ‘Match of the Day’ presenter (7) 11. Biblical fruit of temptation (5) 12. Brief, strong rush of wind (4) 13. Athletics race involving a baton (5) 17. And 25 Across. End of a race where it’s hard to determine the winner (5,6) 18. Brazilian regarded as the greatest footballer ever (4) 22. Sign of the Zodiac associated with the ram (5) 23. Kenya’s capital city (7) 24. See 8 Across 25. See 17 Across

1. Regretful acknowledgement of an offence or failure (7) 2. Group whose hits include ‘Our House’ and ‘My Girl’ (7) 3. Water birds which quack (5) 4. Athletics great who has been knighted (2,5) 5. Speed at which music should be played (5) 6. Superman is the Man of _____ (5) 9. This country’s capital city is Buenos Aires (9) 14. Base frame of a motor vehicle (7) 15. Sum of money put in a bank account (7) 16. Great pleasure (7) 19. Machine for shaping wood (5) 20. Daily record of events (5) 21. Small supernatural creature with pointed ears and a pointed hat (5)

6

15

16

8 9

10

Across

5

11

12

13 14 17

19 22

24

18

20

21 23

25

Answers Across 7. Plaque, 8. Robert, 10. Lineker, 11. Apple, 12. Gus, 13. Relay, 17. Photo, 18. Pele, 22. Aries, 23. Nairobi, 24. Harris, 25. Finish.

Leading by example

washington

castlemilk

Neil gets his skates on

Down 1. Apology, 2. Madness, 3. Ducks, 4. Mo Farah, 5. Tempo, 6. Steel, 9. Argentina, 14. Chassis, 15. Deposit, 16. Delight, 19. Lathe, 20. Diary, 21. Pixie. Funeralcare word: Compassion.

DOXFORD PARK

your stories

Issue 1 / March 2017

15

Being welL

– being you!

Here to

Need help with money?

Extra support for Co-op Colleagues

£

Get Started

£

£

£

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£

Your destination

Just pick up the phone - 0800 970 1030

• A workable financial plan.

• Control over your money.

• Peace of mind.

• All done confidentially and independent of the Co-op.

• Help from Validium, the leading independent support service.

• Chat things through with a specialist advisor.

• Totally confidential and independent.

• Free to colleagues - paid for by the Co-op.

More help from the Co-op www.coop.co.uk/benefits

Set your route • Work together with your Validium advisor – in total confidence.

• Understand the money you have coming in and going out.

• Know what you owe and who to pay off first.

• Help to cut your bills and stay on track.

We’re a different way of doing business and want to be a great place to work. That’s why we offer lots of colleague benefits – so we’ve plenty of options to help our teams when they need it.

F

inancial advice. Help getting fit. Speaking to an independent counsellor about workplace or relationship issues.

We all need help from time to time – and at Co-op we offer all these services for colleagues.

Employee Assistance Programme (EAP) We’re proud to offer a free, confidential helpline run by Validium – the leading independent support service. It’s available to all colleagues, 24 hours a day. Your well-being is

• Big colleague discounts in our Co-op businesses.

• Savings on Childcare Vouchers.

• Rental Deposit Scheme to make moving home more affordable.

• Save on a new bike through Cycle to Work.

• Season Ticket Loans to spread the cost of travel.

• Credit Unions - a simple way to borrow sensibly and save for the future.

Services

Stay on the Road • Extra help if you need it from Payplan, the specialist debt advice charity.

• Another free and confidential service for Co-op colleagues.

Call 0800 970 1030 in confidence

important to us, so if you need help, please call 0800 970 1030 to speak to a Validium adviser at the EAP. They help with: • Emotional support: Speak in confidence to a trained adviser independent from Co-op.

• Financial planning: Advice on how to prepare for the future, pay off debts, and balance your income and outgoings.

All about Coop colleague benefits at www.coop.co.uk/benefits

Making life easier EAP is just one of the ways we can help make life easier.

Others include: • Childcare vouchers: Save up to £933 per year by swapping part of your gross salary for tax-free vouchers.

• Cycle to Work scheme: Spread the cost of buying a bike.

• Rental Deposit scheme: Support with the deposit for a new Find out more on rented home. coop.co.uk/benefits or call the EAP on 0800 970 1030

The bucket list...

Matt Howells

Matt Howells is our Legal Services Managing Director.

He shares his thoughts on Funeralcare and Legal Services working together, running in Antarctica and his dream dinner party guests…

“I’ve been here since 2013 and I think coming together with Funeralcare is brilliant – it means we can support clients on their later-life journey.”

What’s on Matt’s list?

“I’ve always wanted to go to the Antarctic and do the Ice Marathon – and with

no mobile signal it’d be so peaceful…

My daughter Phoebe is four months old and already loves giraffes, so I’d take her to see wild giraffe in the Ngorongoro Crater in Kenya.

“My dream dinner party guests would be

“I’m proud to say I was just named on the Lawyers top 100 list.”

16

Issue 1 / March 2017

Tony Blair (to ask him about his book), and Ian Botham because I’m a huge cricket fan.

Jimmy Carr and Adele would be the entertainment! tartica Paradise Bay, An

“I’d love to visit New York. I’d go for a run around Central Park and take my parents to see Phantom of the Opera on Broadway.”