2. How Frame of Mind came to be – Theresa’s story
4. Making a difference to peoples’ lives
5. The experience of setting up a Social Firm – what it’s like and why do it?
1. Introduction
Frame of Mind is a Social Firm and Community Interest Company (CIC) offering picture framing services. Based in Bognor Regis, it also provides vocational training to people with mental health issues and learning disabilities (www.frameofmind.uk.com). This case study of Frame of Mind explores the business and the motivations and experiences of its employees and customers. The sources of information are
i. an Observer Magazine article of January 10 2008 written by Sue Gibson; ii. audio interviews with the following employees and customers of Frame of Mind, recorded on April 1 2009 by Clare Neville of Social Firms UK:
- Ian Bates, Support Services Director & Co-Founder (also Group Training & Development Manager for major construction company, Osborne)
- Theresa Bates, Operations Director & Co-Founder - listen to the interview with Theresa
- Sue, Trainee - listen to the interview with Sue
- Mike, Trainee - listen to the interview with Mike
2. How Frame of Mind, came to be – Theresa’s story
Observer Magazine (10.01.08): “There was a time, not so long ago, when Theresa Bates couldn’t leave her house. From a hard-working, out-going sort of person with a good social life, she became depressed and anxious, eventually having to give up her job as a data processor and locking herself away. Unable to see a reason to get out of bed in the morning, she was, at one time, seeing a psychologist, a cognitive behaviour therapist and a social worker. Apart from having an extension to the house built, Theresa could think of no reason why she was feeling this way.
Her first steps towards recovery came when she and her husband Ian moved to West Sussex in 2001 and Theresa started learning woodwork at a picture framing centre in Bosham, which Theresa loved. When it closed she set about launching a similar company, Frame of Mind. And it is a very different Theresa who is now running this award-winning community company, which offers adults with mental health issues and learning disabilities the chance to learn picture framing and how to cope in a working environment.”
Recorded interview: Theresa says: "My name is Theresa Bates. My job title’s Operations Director. We’re based here in Bognor Regis. We’ve only got the one site but we’re hoping to expand. We train people with mental health issues and learning disabilities, in the core skills of picture framing, and basic business skills including petty cash and bank runs, and dealing with customers both face to face and on the phone.
Interviewer: Could you tell me the story of how you came to set up Frame of Mind? Theresa: Well, I’m a service user myself, and I used to attend a centre down here four or five years ago. And I went there for just over a year’s training myself, and I was given the opportunity to do part-time work. I did part-time work for a year or two and the centre then closed. I knew how picture framing had helped me and had helped one or two others two. The Sussex Partnership Trust could see potential in the picture framing. So when the other centre closed Sussex Partnership asked if we could continue the framing at our current premises her in Bognor Regis."
3. About the business
Observer Magazine (10.01.08): “Frame of Mind produces around 25 frames in a typical month for local artists, organisations and members of the public. A wide variety of conservation mounts and mouldings for photographs, artwork, certificates and memorabilia are fitted. Theresa has just been presented with the prestigious Guild commended Framer award from the Fine Art Trade Guild, in recognition of her excellent craftsmanship and service. Only 970 framers have earned this qualification. Frame of Mind won the Business in the Community Award in the Arun Business Partnership Business of the Year Awards in October 2007.”
Recorded interview: Ian says, "My name is Ian Bates and I am Support Services Director for Frame of Mind in a volunteering capacity. Interviewer: Can you tell me what Frame of Mind does? Ian: We provide three services. So Frame of Mind basically: - provides a bespoke picture framing service to the local community and local businesses - We provide a bespoke, large scale digital printing service to local businesses and the local community - and also equally as importantly, we provide a vocational training service to local adults with learning disabilities or mental health issues
Interviewer: Could you just explain the four income streams and describe a bit more about the picture framing service that customers get? Ian: as regards the four income streams, they’re made up of first of all the bespoke picture framing service. Theresa during her time here has qualified as a Guild Commended Framer which is the apprenticeship so to speak, of picture framers. It means that we can provide picture framing as good as anybody in the area. We feel we also include or make sure that people have the ability to include the options that maybe they aren’t even told about when they go into the high street. Basically, as standard, we use conservation materials, and what that would actually mean is that the tape that’s used to stick your picture is acid free, the mountboard whose edges might otherwise start browning after it has been up for a bit, won’t do so on our mountboard because it’s acid free.
The other thing we use is conservation glass unless people specify otherwise. Now normal glass will stop about 40% of sunlight affecting your pictures, whereas conservation glass stops about 94%. So basically what we’re saying is, if we frame a picture for you, if you open it up in 15 years time it will virtually be the same as when we put it in there. And that's the quality of work we produce as standard, whereas maybe other people charge a premium for it.
But the other thing that we’re always very careful of is that we always charge a competitive rate for our services rather than a cheap rate that has been subsidised by our training placements.
All these things are little pockets each run as a business. We charge a fair and reasonable rate for our trainee placements, we charge a fair and reasonable rate for our printing, and we charge a fair and reasonable rate for our picture framing.
Coming to the printing, we will never beat anybody on big leaflet drops and things like that as we haven’t got the equipment. But what we have got is a large – scale digital printer which will print images up to about 24” wide. So where we can compete is around local businesses wanting posters to go up in their windows, people wanting larger photographs. We also have a heat press so we can print photographs and put them onto foam boards for exhibitions and things like that. So those are the sorts of things we can do as regards that. And also we have social spin offs in terms of being supported by the NHS Trust so we do some larger scale printing for them.
As regards the trainee placements we’re paid a stock amount of money per year from the Sussex Partnership NHS Trust, and, you know, make no mistake, we would not exist without Sussex Partnership NHS Trust. And they took a risk on us. We were pretty bloody minded and banged and nudged and nudged until they finally gave in because we were probably a year ahead of their business plan. I think we basically said this is what we want to do, and we need you to support us. And finally in the end they agreed that they would support us.
We’ve also got some other people from industry that I know. So we’ve got quite a good blend on the board in that we’ve got a non-exec, a director from Osbornes, who’s used to running a £110 million construction division. We’ve got a lead OT from Sussex NHS Trust. We’ve got a an economic development manager from West Sussex County Council. But just as importantly, we’ve got two trainees, and also two carers on board, who give their impressions of the way things are going. We’ve also got a representative from the Capital Trust who gives us a wider view of mental health across Sussex because he goes to more of the meetings and is involved in more focus groups, so he gives us an idea as well of what is required from our Stakeholders."
Interviewer: In terms of the actual products you’re producing, who are your customers Theresa? Theresa: "We have got a right range, we’ve got people who come in by accident and were off to Plumbase next door, they come in by chance and say, ‘oh, I've got a picture, I didn’t know you were here’. We’ve got local artists that are in the area. Word of mouth again. We do work for the NHS Trust and hospitals. Just a right range. From some of the units around here, well most of the units around here, people have brought pictures in and it’s really been word of mouth. Service users come and get their work framed as well..
Interviewer: What is it that they’re liking about what you’re doing? Theresa: It’s the fact that we’ve got good standards here. We’re members of the Fine Art Trade Guild and I’m a commended framer. So the work that does go out is of a high standard. Not all trainees can do customers’ work. There are only maybe three or four, and maybe only two that can actually do that from start to finish. Some trainees, once it’s under glass, can do a frame (you know the artwork’s protected then). If in doubt they can easily make another frame. We’re not as cheap as some other places but we can beat most prices."
4. Making a difference to peoples’ lives
Interviewer: could you describe the make up of the employees of Frame of Mind Ian? Ian: "In terms of our employees, we have Theresa who’s Operations Director, we then have Paul Smith, who is a full-time Project Worker, we then have Denise Wright, who’s a part-time Project Worker, and then we have another five supported work placements for trainees who have moved onto supported permitted work from initially being trainees, and they support the other trainees in the picture framing, so they buddy along with them and help them with the skills of picture framing."
Observer Magazine (10.01.08): “Theresa may be softly-spoken and gentle, but she has a new-found confidence and a real passion for the work. And it is because she has been through such a lot herself that she can relate so well to the trainees who gain so much from the centre on the Arun Business Park. For many of them, this is their only interaction with their local community outside of their residential accommodation. Everyday challenges include getting to work, working alongside others, using specialist framing equipment and developing social and business skills.
Theresa finds great satisfaction from seeing how her trainees, currently 18 on her books, referred by mental health teams and GPs, progress in the light, airy and welcoming workshop space. The trainees take on everything from measuring the frames to dealing with the public on the phone. Says Theresa, “I knew how much picture framing had helped me and I knew I had to do something. If trainees get the right support it is amazing what they can do. One lad gets the bus and that is such a big thing for him. Another applied for a job which he wouldn’t have considered doing before.”
Says Ian, “I have seen such a difference in Theresa and we both see the progress people make here. It is about challenging peoples’ expectations, both about themselves and what the system has held for them in the past.”
Observer Magazine (10.01.08): “ David’s story: Diagnosed with schizophrenia in his twenties, David would hear constant voices in his head and could not find a job he liked. With his condition now under control, the quietly-spoken 36 year old is happy to spend time at Frame of Mind, ”I like mixing with people and I get on well with people here. I am learning a new skill. It has made me more confident and people are pleased with the job I do.”
Jo’s story: Before Frame of Mind Jo, who has mild learning disabilities and had attended special schools, had carried out charity work and worked in a garden centre. “In my old flat I only had myself for company and I didn’t like it, but I have made friends here,” she says.
Robert’s story: Robert is only 21-years-old but has suffered low self-esteem for a number of years. He says, “Frame of Mind is a friendly place and it helps you get your confidence back. It helps you to get back into the workplace and teaches you useful skills like maths, carpentry and business as well as social skills. The work is nice to do because it keeps my mind active, but also lets me help other people.” ”
Interviewer: Could you talk about the difference that this social enterprise has made to you personally – where you’ve come from and to Theresa? Theresa: "If someone had said to me five years ago, this is what I would be doing, I would never have believed them. It’s given me confidence, although I don’t do a lot outside going to meetings; Ian’s the one who goes to most of the meetings, but just on a day to day basis. And I think it helps other trainees seeing that I’ve got mental health problems, and I can do things, that gives them a little boost as well. We all have our off days, but I think it helps them to know you can do things even though you have a mental health problem."
Recorded interview with Mike Mike: "My name is Mike, I’m a trainee framer Interviewer: What does that involve you doing? Mike: Basically it’s learning to use all the machines that are here. I’m not an expert at it yet. Interviewer: How did you come to be here? What’s your story? Mike: Basically I came here through the Mental Health Team which is called ‘Crisis Team’. They put me in touch with Frame of Mind. They brought me in here and said ‘would you like to work here?’ and showed me around and I said ‘yes, I’d love to work here in an environment like this and that’s how it came about, because I didn’t know anything about framing. Interviewer: What is it you enjoy about this kind of work? Mike: It takes your mind off all your problems at home and the other problems that are coming up. Interviewer: And is there a difference in you since you’ve been here to how you were before? Mike: Yeah, I’ve found that my confidence is coming. I’m still a little bit unsure about all the machinery but it’s coming. And I’m talking a lot better than what I was. Interviewer: yes, you’re really building up your skills Mike: yes. That’s the skills side of it. Confidence-wise I’m a different bloke….only in here. When I go back home, all the problems come back but when I’m in a working environment, nothing’s in the way. Interviewer: yes, I can imagine that. How far is it nice to be working in an organisation that is a business as well? Mike: it’s nice to see customers come in that people have done work for and their faces light up and they say ‘yes, that’s really nice’. I’ve never yet seen anyone come in here and say ‘no, I didn’t want that like that.’"
Recorded interview with Sue Sue: "I’m Sue, and I am a trainee Interviewer: Can you tell me what your story is, how you came to be here? Sue: I suffered with anxiety and depression after my husband and I split up and I was with Chapel Street Day Hospital for a couple of years. And I hadn’t been out of my home, because I’d worked from home and brought up the children, and worked, and helped my husband with his business so I hadn’t worked, or hadn’t been with other people for about 30 years, and so it was really novel being with other people. And I sort of integrated, it’s been a really good stepping stone for me. Interviewer: The physical environment here is very light and bright as well isn’t it? Sue: That’s right. I spent a long time in my cottage with low ceilings and beams and tiny, tiny windows and I think I got more and more depressed. Interviewer: And your family, do they see a difference in you since you’ve spent time here? Sue: Oh yes, absolutely, because first of all I wouldn’t get out of bed, I wouldn’t answer the phone, I wouldn’t answer the door. And now, especially on the days that I’m coming to framing, there’s something to get up for."
Interviewer: what is it that you think is special about producing picture frames? Theresa: "When you come here you forget everything. You forget all your problems because you’re busy concentrating on ‘have you got the measurements? Have you measured properly? And you don’t think of anything else. And you see it in the trainees. They come in and might not be very well when they first come here in the morning. Then, by the end of the day, they've forgotten about the beginning of the day and the struggle they had to get here. You can see what they've done through the day, they've produced a picture, they've achieved something, and it's great just seeing them. And you see them happy and it lifts you because you know, you feel as you’ve helped in some way."
Ian: "Basically, what you get is people can come in and no matter what happened in their week or day or whatever, they just completely lose themselves in the picture framing. It takes over their whole concentration and they just focus on that and everything else seems to disappear. And also, it seems to give them a tremendous amount of satisfaction, completing a picture.
But the other thing about it is that people deal with customers face to face, deal with customers on the phone, price up orders on the computer. There are times people have come and they’ve never used a ruler before, and all of these basic skills. And also, it gives people a purpose. They get up in the morning and they know they’re coming to Frame of Mind whereas before a lot of the people at times have got nothing else to do and maybe just lie in bed at their home. It gives people that focus, that purpose."
Sue: "First of all I was worried about being with lots of other people, but when you’re framing a picture, you get so involved with it and for me I like to get everything just right, so I’m literally so deep in there that I don’t notice people around me. I just want to get on with it and do the very best I can and I know that if I get stuck on a corner or something, there’s always somebody to ask. Help’s always there, so you don’t have to struggle by yourself. But by the same token, I like to be a bit independent, so I battle on and as I say, you just get so involved with it, you don’t actually notice the time going past, or the people around you, although they’re there if you want them. So that’s the nice thing for me."
RBS SE100 In June 2009 Frame of Mind scored 4/5 in terms of impact measurement in the RBS SE100 index. This is the first on-line tool to chart social businesses’ growth and impact measurement. Created by Social Enterprise magazine in partnership with RBS, the index enables the growth of key players and emerging markets to be monitored, the rising stars to be discovered and how effectively organisations measure their social impact to be revealed. For more information see: www.se100.co.uk
5. The experience of setting up a Social Firm – what it’s like and why do it?
Interviewer: Would you recommend that someone else should set up a Social Firm, and if so why?
Ian: "I think it’s good to set up a Social Firm because it firmly nails your colours to the mast and it does go a long way in convincing people that you mean what you say. In a way a CIC is helpful, because you’re doing it for social aims, which means you really have to believe in it and you will really have to believe in it, because you won’t believe the amount of time you will spend keeping your business going. You will say that you’re maybe going to be in Monday to Friday, and you’ll find you’re in Saturdays and Sundays. You’ll find you’ll be working of a night time when you get back, doing invoicing and whatever. I never thought that I would be sitting here telling you how a really intuitive piece of software Quickbooks is. You know you end up doing your own book keeping, processing your own invoices, all these sorts of things that you maybe never thought of when you started it.
And they may seem to get in the way of the social aims, but unless you get all those things right you won’t survive, because, as I say, it is a business. Social aims help, yes, because they’re the ones that keep you going on the bad days when you’re really sick and you’ve got home from a long day and you’re having to do some more work, or you’re in on a Saturday painting the loos. Those are the things that probably keep you going that you wouldn’t do if you were maybe doing it purely for money. So that’s maybe another advantage of a CIC."
Theresa: "Definitely. I think it’s very hard for anybody who’s got a disability to get a job. And this is a nice environment, and they actually are doing meaningful work. It’s not just something. It’s giving them something to think on, a purpose to get up for. Even the one’s that aren’t actually doing customers’ work, they say ‘I’m going to work’, and it’s something that’s good for them. And it does help trainees build their confidence."
Mike: "You really do need more places like this. We need people like them who’ve got the heart to bring it up. You shouldn’t have to fight to keep it open. It should be open all the time. In fact, the government should be saying, ‘thank you very much’ and these people should be getting a pat on the back!"
Frame of Mind is a member of Social Firms UK. Read more about them in the Trade Directory.