VALE OF GLAMORGAN COUNCIL SUPPORTING PEOPLE TEAM
REVIEW AND MONITORING PROCESS
SUPPORTING PEOPLE REVENUE GRANT FUNDED PROJECTS
1. OVERVIEW and PERFORMANACE INDICATORS
This document explains the monitoring and review process, which will be undertaken by the Supporting People Team between April 2003 and March 2006.
It also gives guidance on the information and data required in order to carry out the monitoring and review process.
Services Reviews will be carried out in three Phases –
Phase 1 – Desktop Review
Phase 2 – On Site Review
Phase 3 – Reporting Process
In addition to Service Reviews all service providers are required to produce 6 monthly reports for the following two periods:
April-September – to be submitted by the deadline date of 31st October
October – March – to be submitted by the deadline of 30th April
The reports are to based on the following standard performance indicators set by the Supporting People Team:
Supporting People Standard Seven - Performance Indicators Explained
a. Throughput
(i) The number bed spaces in the project
(ii) The number of service users supported for the period (number of adults and children, if applicable)
b. Utilisation
The number of days that the accommodation/scheme was not occupied as a percentage of the total available.
c. Withdrawal from the Service
The number of planned and unplanned withdrawals for the period and the reasons
d. Staffing Levels
The number of hours worked as a percentage of the number of hours included in the Agreement Schedule 2.
e. Fair Access
A breakdown of referrals and acceptances into the project(s) broken down by ethnicity.
f. Voids
The number of units/bed spaces empty on the last day of the assessment period (i.e. either 30th September or 31st March) and the dates that they became void
g. Support Plans
The number of people receiving a service who have a support plan as a percentage of all service users receiving a service.
h. Complaints
A breakdown of the number of complaints and the percentage that are resolved at each stage of the complaints process.
2. PHASE 1 – DESK TOP REVIEW
The purpose of the Desk Top Audit is to gather information about the services provided, including which practice options are being pursued, in order to set the context to get a picture of the service delivery and identify issues to be considered at the on site review.
The form is intended to gather information and identify issues to be considered in further detail at the Phase 2 On Site Review. Information about the projects to be reviewed and any accompanying paperwork will be sent out during the month stated in the contract (schedule 1).
All service providers are required to undertake their own service reviews (audits) and include these with the information requested in the Desk Top Audit. Therefore, those providers who do not have review (audit) systems in place will need to develop their own internal quality assurance systems, which cover the Support Provider Contract and Performance Indicators set out in page 2.
A deadline of twenty eight days will be set for the information to be completed and returned to the Supporting People Team at Civic Offices, Barry, Vale of Glamorgan. CF63 4RU.
On receipt of this information, the service provider will be contacted to arrange a mutually convenient date (within 8 weeks) for the commencement of the site visit.
Arrangements will also be made by the Team to speak to Service Users in order to complete feedback questionnaires on the service.
Following the on site review the provider will receive a draft review report from the Supporting People Team within eight weeks to enable feedback and comment to be considered before the final report is produced.
Please note that the Supporting People Team will also carry out unannounced visits to projects from time to time.
In addition to the information required on the desk top review form (see below) all service providers are required to provide a copy of their -
Service/Organisations Aims and Objectives
Equal Opportunities Policy
The Desk Top Audit Form
The form has three parts:
1. Column one identifies the practice option. Where these are listed they are mandatory. After this there is an invitation to providers to state which other option they have chosen to fulfil the standard. Please note that your service may fulfil the standards in ways other than those listed. If this is the case please state the function in this column.
2. The second column asks you to summaries/outline what material or practices you have in place to evidence the standard. This may include a range of activity. It could be any of the following – these are suggestions and examples and are therefore not exclusive:
· Information arising from internal quality assurance work.
· Snapshot surveys by independent parties or the service provider.
· Policies and procedures.
· Proforma information – e.g. appraisal documents, individual support planning document.
· Recorded evidence of day to day activity.
· Tenant participation/consultation outcomes – e.g. outcomes of exit questionnaires.
· Evidence – notes/minutes from meetings with stakeholders.
· Information from training courses attended.
· Statistics and information presented to the Management Committee/Board of Directors.
Mandatory practice options that relate to systems or processes must be supported by written policies and procedures.
For discretionary practice options, any form of written information is acceptable as long as it presents evidence in relation to the fulfilment of the practice option and the standard. Some of this information will be required at the Phase 2 On Site Review – to prove that the service provider can reinforce what they have said on the form and also to answer any queries the Supporting People Team may have about information supplied. Therefore service providers must be willing and able to back up the information provided. Furthermore, the information provided at this stage will be tested out in the reality checks at the Phase Two On Site Review.
3. The third column exists for Supporting People Team to comment and raise issues on the completion of the form. This will involve them listing areas which they will want to raise at the Phase 2 On Site Review – these may relate to clarifying information, queries they may have, or where they want further evidence for an activity, as well as wider questions and clarification as to why some practice options are not pursued by a service provider.
Guidance on completion of the form
Service standards
The service standards are mandatory – all providers must select aspects from the practice options to fulfil the standard. Even where there are no mandatory practice options listed under a standard the provider must select options because of the fulfilment of the service standard remains a mandatory requirement.
Practice options
These are intended to provide choices for how the service fulfils the service standard. Service providers should pursue the options that relate to best achieving the standards in the context of the needs presented by service users. This may result in some service providers focusing on a small number of practice options. Where this is the case the service provider will need to justify why their focus is selective.
Mandatory practice options (highlighted in bold)
Where mandatory service options refer to a ‘system’ or ‘process’ being in place there is an expectation that these should be supported by policies, although a range of written and verbal evidence may be used to illustrate compliance with these and other practice options in the context of the review process.
‘Other’ practice options
The ‘other’ heading which features in each of the list of practice options creates an opportunity for service providers to meet the standard in ways other than those listed.
SUPPORTING PEOPLE STANDARD ONE:
That service users feel safe and secure in their home and within the community.
· PRACTICE OPTIONS
· Systems for risk assessment
· Processes for managing risk
· Systems for dealing with crisis that pose a risk to safety
· Staff training relating to management of risk
· Policies and procedures to protect service users from abuse
· Liaison with the court, solicitors, community police
· Ensuring the appropriate physical design of building and equipment
· Resolving problems and disputes within the project and externally
· Liaison with other statutory voluntary partners in relation to this area of work.
· Other
SUPPORTING PEOPLE STANDARD TWO:
That service users have opportunities to extend their skills, interests and friendships.
PRACTICE OPTIONS
· Support to access training and employment opportunities
· Support to improve self esteem
· Support to access opportunities for adult education
· Liaison with schools in respect of children
· Opportunities to access mutual support
· Support to access volunteering opportunities
· Support with leisure/hobbies
· Support with personal relationship and friendship
· Support in relation to parenting and looking after children
· Liaison with other agencies and professions in relation to this area of work
· Other
SUPPORTING PEOPLE STANDARD THREE:
That service users feel more able and better equipped to manage a home and live in a community as a result of receiving support.
PRACTICE OPTIONS
· Fair access is central to the provision of services
· Pre-tenancy work
· Post-tenancy/resettlement work
· Support with maintenance identification and reporting
· Ensuring understanding of the occupancy agreement and handbook
· Negotiating additional facilities or redesign of property relating to mobility
· Support with money and/or debt management
· Liaison with the landlord
· Liaison relating to service(water, gas, electricity, telephone, etc)
· Managing relationship with neighbours
· Accessing general advice
· Other
SUPPORTING PEOPLE STANDARD FOUR:
That service users access the project and have their needs assessed and met in a planned way through direct (project) and indirect (other parties) support.
PRACTICE OPTIONS
· Systems for referral and assessment
· Within the above a statement relating to equal opportunities and on what basis people may be excluded from accessing services.
· An assessment process which identifies needs
· An individual support planning system which identifies goals, set out how these will be achieved and monitors progress
· Accessing general advice, including help to complete benefit forms and help to pay bills
· Processes for risk assessment as part of the referral process
· Contact and liaison with other services and professions to tackle issues of poor physical health
· Liaison with other individuals and organisations in order to plan for and meet peoples needs
· Accessing advocacy
· Accessing general advice
· Other
SUPPORTING PEOPLE STANDARD FIVE:
That service users feel consulted, informed and able to participate in the project.
PRACTICE OPTIONS
· Making information available about the project
· The tenancy/occupancy agreement is explained and the service user understands it
· The tenancy handbook is explained and the service user understands it
· Eviction processes/arrangements for withdrawal of support
· Complaints process
· Consultation process and opportunities
· Opportunities to participate (formal and informal)
· House rules
· Other
SUPPORTING PEOPLE STANDARD SIX:
That service user feels supported by staff who have been appointed, recruited, trained and supported by the service provider.
PRACTICE OPTIONS
· Recruitment process
· Induction system, which equips staff to effectively, and efficiently support service users
· A system of regular support and supervision
· An annual appraisal process
· Assessing and meeting training needs
· An equal opportunities policy in relation to staffing
· Disciplinary and grievance process
· Criminal Record Bureau checks for all staff and volunteers if a statutory requirement
· Recruitment of Ex-Offenders Policy & Procedures
· Employers Liability Insurance
· Public Liability Insurance
· Sufficient staff at all times to maintain the service
· Other
SUPPORTING PEOPLE STANDARD SEVEN:
Performance Indicators 6 monthly reporting Compliance
· Throughput
· Utilisation
· Staffing Levels
· Fair Access
· Throughput
· Support Plans
· Complaints
SUPPORTING PEOPLE STANDARD EIGHT:
The living environment is suitable for it’s stated purpose, accessible safe and well maintained. Appropriate to the needs of the occupants. Meets the requirements of independence, privacy and dignity.
PRACTICE OPTIONS
· Systems for ensuring privacy/dignity
· Environment to promote independent living
· Systems for responsive maintenance
· Ensuring no occupants share a bedroom unless they choose to do so
· Occupants have an opportunity to add their own possessions
· Opportunities for occupants to determine/be consulted on internal decoration
· A system for objectively approving the suitability of the living environment for it’s stated purpose
· System to ensure service user has clarity regarding the service and use of equipment
SUPPORTING PEOPLE STANDARD NINE:
The Provider has internal policies and procedures for undertaking the administration of the service.
PRACTICE OPTIONS
· Financial administration of Supporting People funds
· Undertaking monitoring of services
· Service marketing
· Meeting contractual obligations
SUPPORTING PEOPLE STANDARD ONE: That service users feel safe and secure in their home and within the Community.PRACTICE OPTION
/ Provider to list the evidence available to demonstrate that the activity is taking place. / Supporting People Team to complete on return form. Evidence required at Review.MANDATORY PRACTICE OPTIONS
Systems for risk assessment
Process for managing risk
Systems for dealing with crisis that pose a risk to safety
Staff training relating to management of risk
Policies and procedures to protect service users from abuse
PLEASE LIST OTHER PRACTICE OPTIONS WHICH ARE BEING UNDERTAKEN TO FULFIL STANDARD ONE
SUPPORTING PEOPLE STANDARD TWO: That service users have opportunities to extend their skills, interests and friendships
PLEASE LIST PRACTICE OPTIONS WHICH ARE BEING UNDERTAKEN TO FULFIL STANDARD TWO / Provider to list the evidence available to demonstrate that the activity is taking place. / Supporting People Team to complete on return of form. Evidence required at Review
SUPPORTING PEOPLE STANDARD THREE: That service users feel more able and better equipped to manage a home and living in a Community as a result of receiving support.