Member Article

Training helps Lancaster theatre company deliver real improvements

Staff from The Dukes theatre in Lancaster have put the training they received from HearFirst into action by making a number of changes that will improve the overall experience for their customers.

Over twenty members of staff attended the training last summer to gain an insight into the relevance and value of Equality and Diversity. Feedback from those who attended the in-house sessions was very positive and they identified a number of areas where they felt the organisation could make changes as a result of the training.

The sessions informed staff about the importance of Equality and Diversity, what the Equality Act is and the benefits to organisations and employees. It also increased their understanding of their responsibilities under the legislation and help widen the appeal of The Dukes to a diverse audience.

The Dukes is a professional producing theatre which also shows mainstream and cultural cinema screenings. Since the training was delivered, staff have been able to make the following improvements over the last twelve months:

General Disability Access:

• Regular access management meetings.

Physical Access:

• A dropped kerb has been put outside of the front door to help improve access to their ramped entrance.

• The organisation has bought a portable ramp, which provides easier access from the street via The Rake Theatre.

• The theatre has requested quotes and is seeking funding for the removal of cobbles, which lead to a ramped entrance.

Sensory Access:

• Their Deaf drama group has held meetings with the management team to suggest ways it can improve access.

• One of their (deaf) volunteers gave a short session on signing to other volunteers and they intend to do more.

• Signed and audio described performances have been put into the Front of House Managers’ remit to ensure audience focused management of bookings.

Improving access for people with mental illness and learning difficulties:

• They have explored enhanced ‘relaxed’ performances for productions for audience members who may be anxious about coming to or bringing someone to the theatre.

• The theatre has launched a three year dementia programme called ‘A Life more Ordinary’. The aim of the programme is to provide a regular series of dementia-friendly events and training programme. This is an extension of the already successful ‘Journey Café’ events and screenings. Although this was already in progress when training was undertaken, it has now ensured that this type of work was unanimously embraced by all.

Wider Equality Access:

• Building a better database of community groups to advertise to and engage with.

• The training has helped them to focus on drafting key planning documents.

Jane Twyman, Front of House Manager at The Dukes, said: “We already have an assisted hearing system and offer both BSL interpreted performances and audio described performance for all our own shows but there is so much more we can do.

“I want to broaden our appeal, make sure that everyone knows The Dukes is somewhere they can visit and feel at home. Our existing customers rate us very highly on customer care but there are many local people in Lancashire who have not set foot in The Dukes and we want to change that.”

Volunteer member, Claire who uses a walker is delighted with the lowered kerb. She said: “The dropped step has been brilliant because I have a walking aid, it has made it easier for me to use the pavement in front of the Dukes Theatre.

Another customer commented: “The first thing people with dementia do is shut off – they can’t or won’t join in conversations. Sometimes when you go to what you would term ‘normal’ activities, ‘N’ is unable to join in and switches off and we end up coming away… here he was part of a group, and he could join in. And that does you good as well. And that’s important to carers, because we’re enjoying it when they’re enjoying it… and it’s something we can do together.’

Whilst another customer said: “We would like to express our appreciation for the excellent productions you produce for families with young children. We have a young disabled granddaughter who has learning difficulties. She is now three and half years old and is just beginning to learn to speak. We have noticed that she really responds to live theatre, and watches entranced throughout the performance, with her face happy and smiling.”

Julie Ryder, Director and Founder of HearFirst, said: “No matter how big or small the improvement, it is always reassuring to hear how organisations have implemented their actions following the training we have delivered. The theme for the training, which was delivered to staff at The Dukes, was to help widen audience appeal and they have now made real improvements to ensure that the access to their services appeals to everyone.

“This is a really good example of how Equality and Diversity training can be themed and tailored to promote or challenge thoughts, which can help an organisation grow and I would like to congratulate them on making these changes.”

HearFirst provides a full range of equality & diversity training courses to organisations across the UK. For more information on Deaf, disability awareness and BSL training, please contact Julie at HearFirst on 01706 872 816 or visit www.hearfirst.org.uk

This was posted in Bdaily's Members' News section by HearFirst .