We’re structured around 4 strategic programmes and 5 capabilities that help us deliver them – all supported by a performance and corporate services team.
This enables us to bring people together from across the charity, so we can combine our expertise to create the greatest impact.
4 strategic programmes
We have 4 programmes which are based on our community’s top user needs.
Health
Our health programme is focused on what we need to do to improve the health of people who are deaf and people who have hearing loss or tinnitus.
Inclusion
Our inclusion programme works to create a fully inclusive life for people who are deaf and people who have hearing loss or tinnitus.
Employment
Our employment programme works to make sure that people who are deaf and people who have hearing loss or tinnitus have equal opportunities to work and build their careers.
Research
Our research programme aims to bring about treatments to prevent hearing loss, restore hearing and silence tinnitus.
5 capabilities
We have 5 capabilities that will help deliver our strategic programmes.
Insight and policy
Insight and policy leads on user engagement and insight, using it to inform everything we do and to influence our policies, campaigns, and external affairs.
Marketing and communications
Marketing and communications manages our brand and leads on communication and engagement inside and outside our charity.
Income and partnerships
Income and partnerships looks after our future income and builds our strategic approach to partnerships.
Digital and innovation
Digital and innovation is responsible for the design, development, and delivery of our digital offer, and constantly looks for ways we can innovate what we do.
Localities
Localities manage our community engagement and flagship service throughout the UK, including volunteers and regional ambassadors.
Performance and corporate services
Our programmes and capabilities are enabled by performance and corporate services.
People
People leads on:
- our people strategy
- employee experience
- talent and performance management
It also coordinates the ways of working that enable us to be a flexible, dynamic, remote-working organisation with creative and impactful opportunities for human connection.
Performance and finance
Performance and finance monitors our impact to demonstrate the change and value we’ve created for our cause. The team also manages all elements of our charity’s finances, including:
- financial planning (like budgeting and forecasting)
- cash management
- technical accounting
- paying suppliers
- and billing our customers.
Contact centre
Contact centre will provide exceptional customer service to anyone who contacts us across live chat, email, telephone, social media and post.
We’ve started designing our contact centre, and this will be complete early in 2022.
Governance and safeguarding
Governance and safeguarding makes sure we are safe and compliant in everything we do.
IT
IT makes sure we have the right hardware and systems to embrace new ways of working and to be a modern insight-driven organisation.
Design Authority
We also have a Design Authority, made up of the Executive team and the Senior Leadership team, which leads our programmes, capabilities and corporate services.
This forum meets quarterly to:
- keep all our plans aligned
- agree how we prioritise between our 4 programmes
- and direct our people and resources to deliver the biggest impact for our cause.