Objectives

To support the KFRS Customer Safety Plan 2021-2025

The Engagement team will provide a comprehensive communications, marketing, design, events and volunteer function. Over the next five years we will support the authority’s vision:

Helping everyone to be safer by working towards a future where no one is killed or seriously injured by a fire or emergency.
We provide a wide range of services to our customers, helping to keep people safe in their homes, where they work and in places of education.
We are there for our customers in times of need – whether it’s a fire, a road crash or a water rescue. Our approach of responding, engaging, supporting, encouraging and helping links all our work together to keep our customers safe.

Internal communications incorporating content and design work will in part focus on supporting three corporate themes to drive business and culture growth:

A great place to work and volunteer (employee experience)
Excellence (customer experience and service and professional development)
Everyone Together (our approach to equality, diversity and inclusion)

The Engagement team sits within the Prevention, Protection, Customer Engagement and Safety directorate, but works with colleagues across the service and will support to deliver strategic and other key objectives including:

Increase access to all of our services
Increased customer insight to improve our services
Tailored services designed to meet the needs of all our customers, whoever they are
Using the latest technology to engage with customers through targeted campaigns
Create tailored prevention products and services through partnerships
Improve our education services to make customers safer
Embed effective behavioural change methods and messages in all our work
Develop new road safety, water safety and arson prevention services with partners
Provide all colleagues with access to information needed to deliver priorities and to support organisational and cultural change
Encourage colleagues to inform themselves and understand their actions and responsibilities
Give colleagues access to and enable them to receive appropriate information needed - depending on their role, how they think, their location and their preferred learning style
Provide opportunities for two-way communication channels and enable all colleagues to feel they have a voice and are heard
Provide increased capability enabling KFRS to respond to emerging risks and to help more people in times of need.
Support the growth of stronger and safer Kent and Medway through volunteering in a post pandemic world
Measure success of all engagement to determine the effectiveness of activity with the desired outcome
Introduce new technology and tools to work smarter and to deliver more targeted engagement to customers and colleagues
Act as brand and reputation guardians for Kent Fire and Rescue Service and encourage others to follow best practice