emh group’s data-driven journey towards equality, diversity and inclusion. Part 2.
In part 1 of this two-part blog series, we explained why emh group wanted to take a data-driven approach to delivering on their new equality, diversity and inclusion (EDI) strategy and how Data Orchard helped them to do that. A year on, we reflect on how acting on data has led to a culture shift in their organisation.
One version of the truth
A tangible outcome of our support was a universal questionnaire for gathering EDI data from staff, board and tenants. But selling that questionnaire to colleagues and customers was the next big challenge:
“We needed to create understanding of why we were asking these questions and build trust for people to feel comfortable sharing their personal data” says Kathryn Eyre, Head of Quality and Standards at emh.
Accessibility in collecting, storing and engaging people in data
They started by giving it a positive name and called it the ‘emh Census’. With a diverse customer base, emh recognised the need to be thorough in preparing their census for launch. They:
Developed guidance notes in language that was easy to understand (but not patronising)
Produced an easy-read version and notes for clients with learning disabilities
Developed new workflows in HR and customer services systems to hold the data in more accessible and consistent formats
Piloting approaches to data collection
In early 2020, at the start of a pandemic, emh found themselves pondering how to reach 20,000 tenancies with their census. With each household including between one and nine people, the exercise was daunting.
Here, the team focused on one of Data Orchard’s key recommendations – to pilot the questionnaire, understand the barriers and explore how to overcome them.
Restricted to online approaches by the pandemic, they’ve trialled different approaches in priority geographic areas, with varying levels of success. Response rates have been slightly disappointing (and we’ll look at the lessons learned from piloting a questionnaire in a separate blog), but the team are undeterred, and are making slow and steady progress. As pandemic lockdown restrictions lift, they are now finally able to try face-to-face methods of data collection, and will be enlisting the support of their neighbourhood and customer services teams to trial a mass door-knocking exercise.
A quick win
Analysing gaps allowed the team to identify a quick win in the timing of their data collection. They found that they were missing data for a significant percentage of new tenants. With a 10% turnover in stock – 2,000 properties changing hands every year – this was a golden opportunity to impact the completeness and quality of their EDI data. With new processes in place to address this, the gaps are now primarily with older tenancies – some of which are up to 30 years old. This is where they hope their efforts to find the right approach to their census will pay further dividends.
Results and Rewards
The new consistent approach to data collection has resulted in considerable improvements in data quality since Data Orchard first assessed this in early 2020.
Change in EDI data completeness at April 2021
The ‘completeness’ of the data has been particularly improved for Race and there has been significant improvement in the data on Sexual Orientation and Religion or belief.
Just some of the cultural and service improvements that have followed include:
Improved service delivery
Better data on their residents and clients has allowed the organisation to bring about real change in service delivery. After developing ways to share the data with their operatives and contractors, they have been able to improve the way they engage with tenants when someone has a disability or where young children are present in the household.
The early work on analysing their existing data also helped them with an unforeseen task that came as the result of the COVID-19 pandemic. As they had to re-prioritise services to focus on welfare calls to their most vulnerable residents, they were able to use their newly cleansed data to prioritise those that needed wellbeing check-ins most. Staff that needed to shield at home could conduct those calls and, in all, they completed over 70,000 calls in 12 months.
Improved skills and training
Mandatory EDI training has been developed for all staff and unconscious bias training for new recruiting managers (this was also tied to Data Orchard’s recommendations for improving data collection)
Their ‘Engaged Resident’ EDI monitoring has been widened to better enable them to understand which groups are under-represented when providing views and feedback
Their entire HR team has participated in Data Orchard’s data fluency training
A cultural shift in openness
The work emh group has been doing to understand and improve their data is not just a tick-box or spreadsheet exercise. It’s been the start of real-life practical and cultural changes within the organisation:
Kick-started by an increased understanding of their data on sexual orientation and race, they have already seen a noticeable shift in colleagues’ comfort in sharing these aspects of their lives. Their e-zine has featured several pieces written by employees on their experiences around LGBT, disability and ethnic minority issues, including colleagues choosing to ‘come out’ at work through the e-zine.
Publishing emh group’s ethnicity pay gap (alongside the gender pay gap already published annually) was a clear signal of their commitment to openness, transparency and making improvements. Again, this wouldn’t have been possible without a more thorough understanding of the ethnic diversity of their colleagues.
They have worked with their board to create new targets for EDI data and changed the way they report to the board by telling stories and not just providing stats.
Their Barretts Cultural Values Survey results are now linked to further embed diversity and engage with colleagues on what more can be done.
emh group are first to describe this as ‘a journey’, with plenty more work to do, but we think they should be mightily applauded for such a positive start.
Talk to us
If you have data you’re wrestling with in your organisation (EDI data or otherwise), we may be able to help. Get in touch for a no-obligation chat about how we can help.