Floating and Tenancy
Support
Herefordshire Mind
Floating Support Team
STATEMENT OF PURPOSE
Ferncroft
144 Ledbury Road
Hereford HR1 2TB
Tel: 01432 275380
Herefordshire Mind
Registered Charity number: 701260
Registered Company number: 2339094
Registered in Wales
HEREFORDSHIRE MIND
Herefordshire Mind is affiliated to National Mind and provides a wide range of services for people with mental health needs in Herefordshire.
OUR VISION
A better life for people with experience of mental distress in Herefordshire and environs so they can live full lives and play their full part in Society.
OUR MISSION
Remove stigma, discrimination and low expectations associated with mental distress. We work with people in a variety of ways and settings to help overcome barriers to engaging in the community and to encourage them to move forwards to achieving their potential and aspirations.
OUR VALUES
People with experience of mental distress inspire all we do. Working together has a better chance of achieving positive and lasting change.
We ensure inclusion is at the heart of our work.
We are committed to equal partnerships with all stakeholders based on honesty and respect.
We won’t compromise. We will challenge what we believe to be wrong, uphold what we believe to be right and protect our independence.
We like to be different and strive to be responsive, innovative and creative.
We are open, transparent and accountable.
- Objectives
1.1.Our holistic approach recognises the individuality of each person and the uniqueness of their history, preferences and abilities. Reflecting this, the floating support Plan we will devise with your input, will focus as much on your preferred lifestyle as it will on the support that you require to remain in your own home.
- Philosophy of Provision of Floating Support Service by Herefordshire Mind
NB: We do not provide any personal care
2.1.We respect the individuality of people with care needs (clients) and seek to promote choice, independence, dignity, safety and rights.
2.2.We promote recovery and wellbeing.
2.3.We believe that individuals must have access to high quality services.
2.4.We will respect the privacy and personal choices, lifestyles, customs, cultures and values of each person for whom a service is provided and seek to involve people with Mental Health problems (clients) in the provision, management and development of services provided by Herefordshire Mind.
2.5.We provide:
2.5.1.Floating Community Support for individuals who have a Mental Illness
2.5.2.Individualised support plans fully involving the client
2.5.3.A recovery focused service that works with significant others and the person being cared for (client) to ensure that the service is provided according to their needs.
2.5.4.A flexible service that can offer support when it is most needed.
2.5.5.The service operates seven days a week usually from 9 am until 9pm. There are occasions when a “sleep in” service is provided.
2.5.6.A high-quality service that is audited against the standards.
2.5.7.Staff who are supervised, supported and trained to provide support to people with mental health problems.
- Aims
3.1.Our aims are:
3.1.1.To offer adults greater choice to remain at home and within the community with support.
3.1.2.To prevent unwanted movements into residential or nursing care either on a respite or permanent basis.
3.1.3.To reduce the need for hospital admissions.
3.1.4.To provide temporary respite support
3.1.5.To promote and monitor safety and independence by assisting individuals to maintain or regain lost skills.
3.1.6.To enable clients to achieve their goals and live independently.
3.1.7.To encourage the client to take an active role within their community.
3.1.8.To ensure that the client has access to information and advocacy services.
3.1.9.To support access to Social, education, leisure, employment and health services.
3.1.10.To maintain a healthy and independent lifestyle.
3.1.11.To support the client to live with the symptoms and experience of mental illness.
3.1.12.To provide the client with opportunities to develop new skills and interests.
3.1.13.To assist the client in basic tenancy support tasks.
3.2.Support Workers are unable to offer personal care but are able to refer the client to the most appropriate agency.
3.3.A Floating support plan will be agreed fully involving the client and their family and may include the following: -
3.4.Basic tasks include support with:
3.4.1.Mental health support associated with Recovery Principles
3.4.2.Domestic and housekeeping tasks, including management of finance
3.4.3.Social and leisure activities.
3.4.4.Minimal support in self-medication.
3.4.5.Facilitating shopping trips.
3.4.6.Attendance at appointments.
3.4.7.Involvement in User Groups.
3.4.8.Maintaining contact with family and friends.
3.4.9.Supporting work, study and leisure activities.
3.4.10.Maintaining a healthy lifestyle i.e. Diet, exercise, smoking cessation
3.4.11.Assisting with paying bills.
4.Service Management
4.1.A Board of Trustees whose members are volunteers governs Herefordshire Mind. We actively encourage people who use our services to become active participants. They bring a range of skills and experience to the Board. The Trustees have overall responsibility for the organisation.
- Management Structure
Herefordshire Mind Board of Trustees
Chief Executive
Mr Richard Kelly
Management Team / Community Support Manager
David Harding
Coordinator
Sarah Simpson
Support Workers / Supported Housing / Senior Support Worker / Floating Support / Support Workers
- Essential Information
6.1.Provider: Herefordshire Mind
Registered Office:
130-132 Widemarsh Street
Hereford
HR4 9HN
Telephone: 01432 271643
6.2.Manager: David Harding
Herefordshire Mind
Miller Court
31A Ledbury Road
Hereford
HR1 2SZ
Telephone: 01432 275380
6.3.Provider:
The Provider is Mind who are a national Charity, which offers support, advice and advocacy for people with Mental Health Problems. Affiliated to National Mind.
7.The process for the delivery of floating support
7.1.Access to the service can be via statutory services or self-referral.When the referral has been received the Manager or Coordinatorwill arrange to meet the person with support needs (client) to agree the details of the service, the times when help will be provided and how often this will be. In order to ensure the health and safety of our Support Workers, all tasks and locations will be risk assessed.
7.2.All discussions about the provision of the service will be user led and a service plan agreed. A personal floating supportplan will be developed with, and agreed by, the person with support needs (client). We will involve other relevant professionals in the development of the service and support plans.
7.3.The Manager will aim to make contact within two working days of having received the referral. Following an assessment, Manager will aim to introduce the support worker to the Carer and the person with care needs prior to the service being provided. The Manager will arrange to visit again after six weeks (or more frequently if required) and regular contact will be established.
7.4.Reviews will take place at six-monthly intervals but changes will be made as required throughout the duration of the service provision, in response to the changing needs of the person with support needs.
8.Key Terms and Conditions:
8.1.Carers can use Direct Payments to purchase our services (as we are not registered with CQC for Domiciliary Care, the council are unlike to provide funding for your support).
8.2.We will end the service:
8.2.1.If so requested by the person with support needs, or other appropriate representative. The service will end on the date requested or a date otherwise agreed.
8.2.2.Following the death of the person with support needs.
8.2.3.If the person with support needs is behaving in a way that is unduly disruptive and/or dangerous to him/herself or to other people or to staff. In these circumstances Herefordshire Mind will, wherever practicable, ensure the safety of the person with care needs and staff; temporarily suspend the service if appropriate; and arrange with Herefordshire Council Social Services for a re-assessment /review to be held as soon as possible.
8.2.4.If the Manager feels that any staff are at risk, they reserve the right to withdraw the service at any time. Should this be necessary, they will advise Herefordshire Council Social Services that the care has been withdrawn and the reason for doing so.
8.2.5.If it is decided to end the service for this reason, we will give as much notice as possible to the Carer and the person with care needs and / or his / her representative.
8.2.6.If the person with support needs is unable to continue to receive the service (e.g. due to hospital admission). In these circumstances, we will liaise with the relevant social worker to determine whether the service is to end permanently or temporarily.
8.2.7.If the person receiving support is assessed as requiring personal care.
9.Key Policies and Procedures
9.1.Herefordshire Mind operates within the following framework which covers management and service delivery policies and procedures and includes:
9.1.1.Equal Opportunities and Diversity
9.1.2.Health and Safety, including safety of the home
9.1.3.Confidentiality & Data Protection
9.1.4.Protection of Vulnerable Adults
9.1.5.Comments and Complaints
9.1.6.Recruitment and Selection
10.Insurance
10.1.Details of our insurance cover are available. Additional information relating to insurance is contained within the manual of policies and procedures, which is available for reference.
- Comments and Complaints
11.1.Herefordshire Mind welcomes comments, suggestions and feedback relating to any aspect of the service that is provided by our Floating Support Service.
11.2.We advocate open systems where individuals feel free to make comments or even to offer suggestions about how we can improve the quality of care we provide.
11.3.We will always respond to your comments and suggestions.
11.4.Complaints
The aim of the Complaints Procedure is to give clear details of the steps that may be taken to put things right where there has been a problem.
11.4.1.Stage 1
We would not normally consider informal comments, suggestions and feedback as a complaint. If you have made any comments or suggestions on how we can improve our service you should expect to receive a positive response either verbally or in writing.
11.4.2.Stage 2
11.4.2.1.If you are not happy with any aspect of the service you receive you may decide that you wish to make a formal complaint. This can be done verbally or in writing. If your complaint has been made verbally we would encourage you to formalize your complaint in writing.
11.4.2.2.We will be happy to arrange for an independent person to deal with your complaint. This complaint will then be passed to The Manager.
11.4.2.3.You or your representative will expect to receive a formal written response that we have received your complaint. This will be within seven working days.
11.4.3.Stage 3
11.4.3.1.All valid complaints will be fully investigated and the finding will be made known to you in writing within 28 working days.
11.4.4.Stage 4
11.4.4.1.If you are unhappy with the response you have received and feel that the complaint has not been fully considered, you may ask for your complaint to be passed on to the Executive Director. The Executive Director will then investigate the complaint you have made and will also review all relevant findings which have been made to date.
11.4.4.2.You will expect a written response from the Chief Executive within 28 working days.
11.4.5.Stage 5
11.4.5.1.If you remain unhappy with the outcome by The Executive Director, The Trustees of Herefordshire Mind will review your complaint. You will expect a written response from the Chair of Trustees 28 working days after the Trustees meeting has taken place to discuss your complaint.
11.4.6.For more information regarding Herefordshire Minds Complaints Procedure, please see Comments and Complaints Policy.
- Smoking
- Herefordshire MIND operates a no smoking policy in the workplace. We acknowledge that clients have the right to smoke in their own homes.
12.2.The client will be asked politely to refrain from smoking while support is being delivered in an enclosed environment. Should they choose to smoke, then the service will be withdrawn temporarily and the support worker will leave the environment.
12.3.Clients will also be asked to ensure that the environment is well ventilated prior to the support worker visit.
- Charges and Fees
13.1. For the services which are provided,Herefordshire MIND will invoice
13.1.1.The Clientor
13.1.2.The Clients family or
13.1.3.Student loans
This will include direct floating support and mileage where appropriate.
13.2.The hourly rate, mileage charges and terms of payment are provided to all clients prior to commencing the service.
13.3.Failure to adhere to the terms and conditions of the service could result in the service being withdrawn temporarily or permanently.
13.4.Cancelation Charges
13.4.1.We require 24 hours notice if a service visit is cancelled, otherwise a charge will be made.
13.4.2.The client or their representative must contact the Floating Support Office to inform them of their need to cancel the visit.
13.4.3.In exceptional circumstances, the Care Coordinator may waive the charge.
- Transport
14.1.Herefordshire Mind will not normally provide transport for clients. In line with our aims and objectives,clients will be supported in accessing local transport services and facilities within walking distance.
14.2.In the exceptional services where Support Workers use their own cars, then a charge will be made. Transport needs will be identified during the assessment and will be reviewed regularly.
14.3.Support workers will only transport clients and not their family or friends. Prior to all uses of support workers transport a full risk assessment will be lodged with the Care Coordinator.
14.4.Clients are reminded that Herefordshire MIND checks Support Workers insurance and driving licences. However, Herefordshire MIND does not check the Support Workers driving competences.
- Client Satisfaction
15.1.All Clients are encouraged to play a part in the development of the service.
15.2.A Client Satisfaction Survey is also completed annually and the information is collated and used to improve the level of service.
15.3.It is important that all Residents feel that their views are listened to and acted upon.
15.4.It is imperative that Clients’ views are given importance regardless of the Clients’ race, culture, or background.
15.5.Staff must be able to demonstrate that they listen and act on issues raised.
- User Involvement
16.1.An individualised approach tailored to the Clients preferences, circumstances and resources is critical.
16.2.Opportunities should be created so that the Client feels more involved in planning their own care and support.
16.3.Opportunities will be provided whenever possible for the Client to be autonomous in the decision-making.
16.4.Information will be given to the Client, therefore establishing a feeling of empowerment.
16.5.Decisions will be made ‘with’ the Client and not ‘for’ the Client.
16.6.Clients will be central to any review meeting by taking into account their needs and wishes.
16.7.Support plans will be written with, agreed by, and signed by the Client. The Client will receive copies of their support plans (if requested) and these will be reviewed 6 monthly with their Key Worker and Care Coordinator.
- Advocacy
17.1.The need for advocacy is identified in the support plan during assessment and subsequent reviews.
17.2.The Client will be signposted to the relevant local independent advocacy service.
May 2016 Review Date: June 2017