Weeknotes S02E08 — progression

‘Progress’ written in marker on a Post-It note
‘Progress’ written in marker on a Post-It note

Mixing it up again today by focusing this week’s edition on the work we’ve been doing on our Progression Framework for delivery management at Citizens Advice.

As I’ve mentioned a few times, we’re working with Emily Webber from Tacit to build progression frameworks for the different disciplines across Customer Journey, Tech, Data and Impact.

Thanks to the blood, sweat and tears (well, hopefully it wasn’t that intense…) of delivery managers Glenn, Freya and Martyn, we’ve got to a point where we’ve defined some core outcomes / capabilities and the skills and knowledge needed for those outcomes across 5 levels of proficiency, plus definitions of what that proficiency level looks like.

It’s very much a work in progress and I still need to add details for the role of Delivery Lead (forgot my own job in all the excitement!) but I am so chuffed that we are doing this work and feeling *pumped* for what it’s going to support us to do in the future, in terms of talking about delivery in the wider organisation and helping our team develop and progress.

So, wanna see a bit more?

Here are the outcomes / capabilities we’ve defined:

  • A healthy, high performing, motivated team
  • A consistent, smooth pace of delivery
  • A team with clearly defined and communicated objectives and values
  • Adaptive, responsive teams who continuously improve and develop
  • Delivering the right thing at the right time
  • Stakeholder buy-in and backing for team roadmap, resources and deliverables

And in terms of the skills and knowledge needed to support those outcomes:

  • Coaching
  • Ability to make teams comfortable with ambiguity / uncertainty
  • Fostering psychological safety
  • Facilitation
  • Planning and prioritisation
  • Strategy and vision development
  • A continuous improvement mindset
  • Using a range of agile methodologies
  • Measuring and reporting progress and value

The proficiency levels (Awareness, Novice, Competent, Proficient and Expert) will be used to plot where we see each role — junior, mid, senior and lead — being positioned and hopefully make it clear what the path to progression looks like in terms of building up skills and experience.

I need to review and refine the lot next week and play everything back to the wider team but for now, it’s feeling and looking good!

Launderettes, penknives, creative writing and other stuff…

Stenciled penknife prints on card
Stenciled penknife prints on card

I spent some time this week making cards for dad’s birthday and mother’s day, just using basic stencils (and indulging my obsession with penknives — the parents have been big time contributors to my ever-growing collection).

Food-wise, I semi-made-up a fish stew recipe which came out really nice! I roasted red onion, courgette and red pepper in the oven with a bit of olive oil, cooked down a mix of fresh tomatoes and tinned chopped tomatoes with fish stock and fresh thyme in a big pan, plonked the roasted veg in and then added a bag of fish pie mix. Gave the fish a few mins to poach, dished it up into bowls with a squeeze of lemon on the top and that was it!

I hope as we ease out of lock down I’ll have more interesting things to add to this section than just recipes! I’ve optimistically booked tickets for Kaleidoscope festival today — fingers crossed it actually happens!

Delivery Lead at Citizens Advice. Ex-Stonewall and UCL digital person. I like launderettes, collecting penknives and doing my best to step up as an ally.