A New Direction for Service User Involvement in the SP Programme Facilitators: Clare Davies East Midlands Housing LIN 31 st March 08 David Warnock SW Housing LIN 2 nd April 08

TPAS Who are We? Tenant Participation Advisory Service Long history of community consultation & tenant involvement Services & Support to – Supporting People Commissioning Teams Supporting People Providers Service User Groups User Involvement & Peer Assessor training

Feel Familiar? There is nothing interesting to get involved in Getting involved wont change things No-body listens I get asked questions but nothing gets done Service Users have no power My views don’t really count

Our Aims My confidence has grown I feel like my views count as important I have new skills I am listened to & feel valued I have a choice in what I want to get involved in The quality of my service has improved

SU Involvement- What are the Expectations? 1.SP National Strategy- Independence & Opportunity (CLG 2007)….for BOTH SP providers & SP teams 2.SP Audit Commission KLOES…..for SP Teams/ Administering Authorities 3.QAF Quality Standards….for SP providers

SP National Strategy- SU Involvement “The people who use its services are at the heart of the Supporting People programme” Charters for Independent Living Individual Budgets- choice led funding Integrated Health, Social Care AND Housing Support assessments

SP KLOE 6- Service User Involvement What do the inspectors expect to see from Administering Authorities? AA has mapped relevant established groups for involvement and consultation. AA can evidence of outcomes/ improvements in programme delivery and services as a direct result of user involvement Opportunities are in place for SU to participate in governance & partnership arrangements SU are kept informed, their views are sought and they have access to monitoring & procurement processes. AA can evidence that it is reaching individuals & user groups who have not previously been reached.

Using the QAF to measure involvement Core Areas C1.1 Needs & Risk Assessment C1.2 Support Planning C1.3 Security, Health & Safety C1.4 Protection from Abuse C1.5 Fair access, diversity & inclusion C1.6 Complaints

QAF Supplementary Areas EMPOWERMENT: (S1.2)Consulting & Involving Service Users Informing Service Users Participation RIGHTS & RESPONSIBILITIES: Privacy Choice Confidentiality

Developing a User Involvement Strategy State your commitment to user involvement State the benefits of user involvement (to user & organisation) Levels & types of involvement used or planned (e.g. action plan to implement diary of events) Role of SU “champions” or advocates Examples of good practice

The Involvement Jigsaw Service Quality & Improvement Governance and decision - making Information Regular consultation

Barriers an Effective SU Involvement Strategy 1.Lack of recognition/ support for role of service users who want to be involved at a higher level. 2.Poor timing of strategy implementation. 3.Unclear approach/ roles/ links. 4.Lack of strategy promotion/ cultural change.

Peer Assessors- Getting the inside story!

Why involve Service Users as Peer Assessors? SU have a voice and a valid contribution to make SU are the real experts SU have first hand experience of service provision SU have an interest in ensuring the services are of good quality and meet needs SU are best placed to listen to and pass on service user’s experience, views and ideas SUs THINK IT’S A GOOD IDEA!

Raise awareness and knowledge about the SP programme and service quality standards To increase understanding about the role of the Peer Assessor in the context of validation visits Full Interviewing Skills training 3 days training Certificates/ Job Descriptions/ Code of Conduct/ L&D plans Peer Assessor Programme

PA Testimonials “The topics covered were done in an interesting way and the time passed quickly” “Very productive and informative, encouraged ways for us to feel more confident in the role” “ I found the course interesting, knowledgeable, good for my confidence” “3 days well spent” “ Helpful and easy to understand”

Methods of Consultation: SHORT TERM/ FS 0800/ free phone line Website message board Texting Exit interviews/ surveys Video diary Photo project Suggestion Box/ “post it” wall Graffiti Wall

Methods of Consultation: LONG TERM/ACCOM Coffee Mornings User Management Committee User Forum Social Events “ Complaint & Compliment” Day SU rep/ “champion”

Other Methods of Consultation & Involvement ANY SP SERVICE TYPE User led newsletter Art & Poetry Competitions Drop Ins ( including ex users) Drama/ role play Mystery shopper “Lay validators” or Peer Assessors Specialist Advocacy THINK ABOUT HOW YOU WILL INTERPRET THE CONSULTATION FINIDINGS- WHAT ARE THE OUTCOMES?

Older People Be accessible! Involve carers, family, & staff advocates People in life time services People in short terms services Be creative & flexible! Don’t re-invent the wheel! Use existing methods e.g. established Forums SP profile at OP events

What about YOUR service? Provider Questions What is your attitude to involvement? Do you have a strategy? What are your current methods? Are they effective? What internal/ external structures are used? Actions Review current methods Develop a menu of consultation methods with mutual benefits Barriers/ enablers. Structured approach.

Thank You! Any questions?