North Lanarkshire Youth Housing Support Service Housing Support Service Motherwell Town Hall Business Centre Suite V Motherwell ML1 3HU

Transcription

1 North Lanarkshire Youth Housing Support Service Housing Support Service Motherwell Town Hall Business Centre Suite V Motherwell ML1 3HU Inspected by: Isabella Semple-Lawson Type of inspection: Unannounced Inspection completed on: 20 October 2011

2 Contents Page No Summary 3 1 About the service we inspected 4 2 How we inspected this service 5 3 The inspection 8 4 Other information 17 5 Summary of grades 18 6 Inspection and grading history 18 Service provided by: Barnardo's 'known as' Barnardo's Scotland Service provider number: SP Care service number: CS Contact details for the inspector who inspected this service: Isabella Semple-Lawson Telephone enquiries@scswis.com North Lanarkshire Youth Housing Support Service, page 2 of 19

3 Summary This report and grades represent our assessment of the quality of the areas of performance which were examined during this inspection. Grades for this care service may change after this inspection following other regulatory activity. For example, if we have to take enforcement action to make the service improve, or if we investigate and agree with a complaint someone makes about the service. We gave the service these grades Quality of Care and Support 4 Good Quality of Staffing 4 Good Quality of Management and Leadership 4 Good What the service does well Young people are at the centre of the service provision and have been fully involved in their support package. Staff and management demonstrated commitment and enthusiasm for providing the best service possible for young people. What the service could do better The staff and management should continue to develop opportunities for all stakeholders to assess and make improvements to the quality of the service. They should address areas for improvement identified within this report. What the service has done since the last inspection This is the services first inspection. Conclusion The staff and management have shown a commitment to the ongoing development of the service and provide a good service to young people. Who did this inspection Isabella Semple-Lawson North Lanarkshire Youth Housing Support Service, page 3 of 19

4 1 About the service we inspected Before 1 April 2011 this service was registered with the Care Commission. On this date the new scrutiny body, Social Care and Social Work Improvement Scotland (Care Inspectorate), took over the work of the Care Commission, including the registration of care services. This means that from 1 April 2011 this service continued its registration under the new body, the Care Inspectorate. North Lanarkshire Youth Housing Support Service is part of Barnado's (Scotland). The service provides a "floating" housing support service in North Lanarkshire to young people aged from 16 to 24 years of age who have been assessed by the local authority as being vulnerable and at most risk from being or becoming homeless. The service is also provided to vulnerable young people leaving residential care. Overall the service aims "help young people find an maintain independent housing in which they can feel safe and secure." and that "the delivery of a person-centred, individual housing support service whilst recognising that service users are likely to have been subject to complex family problems, such as poor parenting, physical or emotional neglect, and problems in forming positive attachments". Based on the findings of this inspection this service has been awarded the following grades: Quality of Care and Support - Grade 4 - Good Quality of Staffing - Grade 4 - Good Quality of Management and Leadership - Grade 4 - Good This report and grades represent our assessment of the quality of the areas of performance which were examined during this inspection. Grades for this care service may change following other regulatory activity. You can find the most up-to-date grades for this service by visiting our website or by calling us on or visiting one of our offices. North Lanarkshire Youth Housing Support Service, page 4 of 19

5 2 How we inspected this service The level of inspection we carried out In this service we carried out a medium intensity inspection. We carry out these inspections where we have assessed the service may need a more intense inspection. What we did during the inspection We wrote this report after an unannounced inspection that took place on the 19 October 2011 between 10:30am and 1:30pm and 20 October 2011between 2:10pm and 5:30pm by Inspector Isabella Semple-Lawson. A completed annual return was sent in by the service. We sent out 10 questionnaires and six were returned to us by parents and carers. In this inspection we gathered evidence from various sources, including the relevant sections of policies, procedures, records and other documents, including: Registration and Public Liability Insurance Certificate Service User Information Service User Support Plans Service User Support Agreements Service User Support Reviews Staff & Management Minutes of Meetings Staff Supervision Records Staff Training Records Services Own Questionnaires/Feedback Sheets Complaints Policy Vulnerable Adult and Child Protection Policies Care Standards Questionnaires returned to us by people using the service Discussion with the manager, staff and four young people using the service. Grading the service against quality themes and statements We inspect and grade elements of care that we call 'quality themes'. For example, one of the quality themes we might look at is 'Quality of care and support'. Under each quality theme are 'quality statements' which describe what a service should be doing well for that theme. We grade how the service performs against the quality themes and statements. Details of what we found are in Section 3: The inspection North Lanarkshire Youth Housing Support Service, page 5 of 19

6 Inspection Focus Areas (IFAs) Inspection report continued In any year we may decide on specific aspects of care to focus on during our inspections. These are extra checks we make on top of all the normal ones we make during inspection. We do this to gather information about the quality of these aspects of care on a national basis. Where we have examined an inspection focus area we will clearly identify it under the relevant quality statement. Fire safety issues We do not regulate fire safety. Local fire and rescue services are responsible for checking services. However, where significant fire safety issues become apparent, we will alert the relevant fire and rescue services so they may consider what action to take. You can find out more about care services' responsibilities for fire safety at North Lanarkshire Youth Housing Support Service, page 6 of 19

7 The annual return Every year all care services must complete an 'annual return' form to make sure the information we hold is up to date. We also use annual returns to decide how we will inspect the service. Annual Return Received: Yes - Electronic Comments on Self Assessment Every year all care services must complete a 'self assessment' form telling us how their service is performing. We check to make sure this assessment is accurate. We received a completed self assessment document from the service provider. This contained a wide range of information which identified strengths and areas for the future development of the service. This was completed to a satisfactory standard and gave relevant information against each of the Quality Themes and Statements associated with this inspection. Taking the views of people using the care service into account Four young people were spoken to during the inspection process. Six Care Standards Questionnaires were completed and returned to us. Some comments were: "Provides excellent service and is always there when support is needed" "I feel the service supported in making my flat a home. This helps me to feel good about myself and safe. I now feel confident enough to sustain my tenancy". "Very supportive, if keyworker is off then they put someone else in place to cover" Taking carers' views into account No carers were consulted by us. North Lanarkshire Youth Housing Support Service, page 7 of 19

8 3 The inspection We looked at how the service performs against the following quality themes and statements. Here are the details of what we found. Quality Theme 1: Quality of Care and Support Overall grade awarded for this theme: 4 - Good Statement 1 We ensure that service users and carers participate in assessing and improving the quality of the care and support provided by the service. Service strengths The service provided good opportunities for people using the service to be involved in planning how their support needs should be met. Assessments for support and risk were completed with the young people before starting with the service. They were provided with an Induction Pack and Handbook to inform them of the service that was on offer. This helped the young people decide whether to access the service or not. A key worker system in place which enabled staff to provide continuity of support. The young people advised that although they had a keyworker they felt that other members of staff were supportive and would action any support needs they may have. Support was provided to the young people according to need. They could influence the type of support needed such as practical, emotional, social and educational. The young people were empowered to raise issues or concerns that were important to them and agree any actions to be taken. They were seen to be listened to with any issues/requests acted upon to improve the service provided to them. Examples of these were noted through the agreement of the type and length of support meetings, advocacy, budgeting, accessing further education, activities such as gym sessions and maintaining links with family. Young people had been involved in the design of the services new leaflet and provided feedback on the various focus group activities such as workshops on budgeting and benefits. There is an identified participation worker who will take the lead role in developing young peoples participation within the service. Respondents to the Care Standards Questionnaires indicated that seven strongly agreed/agreed that they had a support plan which contains information about their North Lanarkshire Youth Housing Support Service, page 8 of 19

9 support needs, that their needs and preferences were detailed in the plan. The young people who spoke to us advised that they felt supported and that they get support when they need it. Areas for improvement Young people did not get a copy of any reviews of their care plan/support (see recommendation 1). The service was in the process of developing new questionnaires and setting up a new focus group where the aim is to involve young people in the direction of the service. Grade awarded for this statement: 4 - Good Number of requirements: 0 Number of recommendations: 1 Recommendations 1. Young people should be provided with a copy of any care plan/support review by the service. NCS 4 Housing Support Services - Housing Support Planning Statement 3 We ensure that service user's health and wellbeing needs are met. Service strengths Inspection report continued The service had policies and procedures in place which promoted young peoples health and wellbeing needs. They had recently compiled a comprehensive list of health, social work, housing and other relevant agencies in the different areas of North Lanarkshire to help direct young people to services in their local area. There were regular meetings between key workers and young people which enabled them to discuss their needs, how these were met and if any changes to the support they required were needed. Individual and environmental risk assessments were carried out by the service to highlight issues which could impact on the support provided and action taken to address these. Support either on a individual basis or in groups was in place for encouraging practical skills in maintaining a tenancy such as healthy eating, budgeting, household chores, personal hygiene, cooking skills, benefit advice and grant applications. The young people were supported to maintain relationships with their families as appropriate and staff had helped young people access other services such as dentists, GPs, advocacy and mediation. Respondents to the Care Standards Questionnaires indicated that six strongly agreed/ agreed and one disagreed that the service check in with me regularly that they are meeting my needs. North Lanarkshire Youth Housing Support Service, page 9 of 19

10 Areas for improvement Care plans could contain more information on all areas of support being provided (see recommendation 1) Grade awarded for this statement: 4 - Good Number of requirements: 0 Number of recommendations: 1 Recommendations 1. Care Plans should contain detailed information in each area of support that is provided to young people. NCS 4 Housing Support Services - Housing Support Planning Statement 6 People who use, or would like to use the service, and those who are ceasing the service, are fully informed as to what the service provides. Service strengths Young people were provided with an Induction Pack and Handbook to inform them of the service that was on offer. This contained information on the service, complaints procedure, on call arrangements, consent form and working contract between the keyworker and young person. Assessments for support and risk were completed with the young people before starting with the service. This helped the young people decide whether to access the service or not. The service had recently developed formal exit questionnaires. These were to be assessed by the young peoples focus group so that they would be useful in gathering information about the the service and how it could be improved. Young people spoken to indicated that they were aware of what the service could and couldn't provide, that they could stop using the service at any time and that they had discussed with their keyworker a plan for ending with the service. Areas for improvement The NLYHSS leaflet did not contain information on how the young people could complain directly to the Care Inspectorate (see recommendation 1). The service was in the process of gathering feedback from young people to make improvements to the information it provides and how it is used. Grade awarded for this statement: 4 - Good Number of requirements: 0 Number of recommendations: 1 Inspection report continued North Lanarkshire Youth Housing Support Service, page 10 of 19

11 Recommendations Inspection report continued 1. The NLYHSS leaflet should contain the details of the Care Inspectorate and information on how the young people can make a complaint. NCS 8 Housing Support Services - Expressing Your Views North Lanarkshire Youth Housing Support Service, page 11 of 19

12 Quality Theme 3: Quality of Staffing Grade awarded for this theme: 4 - Good Statement 1 We ensure that service users and carers participate in assessing and improving the quality of staffing in the service. Service strengths The service provided good opportunities for people using the service to be involved in assessing and improving the quality of the staff. Please see Quality Statement 1.1 for information on how the service involved the young people in assessing and improving the staffing. The young people had been invited to participate in the recruitment of new staff. Three young people had been on the interview panel, two asking questions and one observed and fed back information to the panel. A We spoke to a young person who had been involved and they indicated that staff had supported them before the interviews and that they were able to decide how involved they wanted to be and were comfortable with. Respondents to the questionnaires indicated that seven strongly agreed/agreed that staff had the skills to support them and that they know the names of the staff who provide their support. Areas for improvement Please see QS 1.1 recommendation 1. The service identified involving young people in staff appraisals and training plans. Grade awarded for this statement: 4 - Good Number of requirements: 0 Number of recommendations: 0 Statement 3 We have a professional, trained and motivated workforce which operates to National Care Standards, legislation and best practice. Service strengths There was a comprehensive induction programme in place which provided all staff with the opportunity to familiarise themselves with the service's policies and procedures. Regular staff meetings and training days were available for staff to assess and improve on how the service was provided. North Lanarkshire Youth Housing Support Service, page 12 of 19

13 There were very good communication systems in place. Staff supervision was in place and development needs were discussed with the manager. Appropriate training identified by the service was available for all staff on a regular basis. The staff said that they felt supported by the manager of the service and found her to be very approachable. Although at this point in time housing support staff are not required to register with the Scottish Social Services Council (SSSC) (as the register is not open until supervisors and support staff), they were aware of and adhered to the SSSC codes of conduct and the National Care Standards. Respondents to the Care Standards Questionnaire indicated that seven strongly agreed/agreed that they were confident that staff had the skills to support them. Areas for improvement The service had identified continuing to access training for staff and in particular training that was relevant to the needs of the young people using the service. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Statement 4 We ensure that everyone working in the service has an ethos of respect towards service users and each other. Service strengths We found the services performance very good in the areas sampled for this statement. As staff had come from an existing provider as well as staff new to the service, an induction programme was in place which detailed the services policies and procedures and the expectations of the service on staff. Regular staff meetings were held and minutes evidenced the ethos of respect for staff and the young people. At these meetings a national care standard was highlighted then staff assess how they are meeting it, identify areas they can improve on and put them into practice. Young people that we spoke to advised that staff made time to talk to them and that they were treated with respect. Staff advised of the core values of providing the service and were aware of whistleblowing inappropriate behaviours of other members of staff. Young people were made aware of treating others with respect, being a good neighbour and positively contributing to society. Records written by staff conveyed respect, empathy and maintaining dignity for North Lanarkshire Youth Housing Support Service, page 13 of 19

14 people using the service. Respondents to the Care Standards Questionnaires indicated that seven strongly agreed/agreed that staff treated them with respect. Areas for improvement The service was aware of the need to continue to maintain and develop practice in this area to maximise outcomes for the young people. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued North Lanarkshire Youth Housing Support Service, page 14 of 19

15 Quality Theme 4: Quality of Management and Leadership Grade awarded for this theme: 4 - Good Statement 1 We ensure that service users and carers participate in assessing and improving the quality of the management and leadership of the service. Service strengths The service provided good opportunities for people using the service to be involved in assessing and improving the quality of the management and leadership. Please see Quality Statement 1.1 for information on how the service involved the young people in assessing and improving the management and leadership. Examples of these were support meetings, questionnaires, their support reviews and in contact with the staff. Young people were aware that they were able to speak to the manager if they had any issues or concerns. Young people were also asked to feedback on group work programmes and resources, this led to direct changes being made to how these were provided and highlighted to the young people that their comments were valued and that they were being listened to by staff and management. Areas for improvement The service should highlight to the new focus group the need to gather feedback from the young people on the management and leadership of the service. Grade awarded for this statement: 4 - Good Number of requirements: 0 Number of recommendations: 0 Statement 2 We involve our workforce in determining the direction and future objectives of the service. Service strengths We found the service's performance was very good in the areas sampled for this statement. Staff advised that they had specific areas of development in the service such as participation, this was to encourage and promote responsibility in the direction of the service as a whole. Staff meetings were held on a weekly basis and staff could add items to the agenda North Lanarkshire Youth Housing Support Service, page 15 of 19

16 for discussion. They advised that they were fully involved in the development of new paperwork to use in the service and the self assessment. Staff were involved in identifying training which was linked to their own personal development as well as being linked to the needs of the service. Staff stated that they felt involved in the service and were able to speak to the manager if they had any ideas or concerns. Areas for improvement The service identified through continuous staff appraisal that new professional and personal development roles could be identified and and put into practice for the benefit of the service, staff and young people. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Statement 4 We use quality assurance systems and processes which involve service users, carers, staff and stakeholders to assess the quality of service we provide Service strengths The service had various quality assurance systems and processes in place such as management meetings, staff meetings, group work, questionnaires, feedback forms and supervision. Internal audits were also completed by the provider. Staff had been involved in the services self evaluation process. Staff had been able to comment on and improve the quality of the service including strengths and areas for development which resulted in improved service provision. The manager stated that she was aware of her notification responsibilities to the Care Inspectorate and the Scottish Social Services Council (SSSC). Areas for improvement The service should consider getting feedback from local authority stakeholders on the direct service they provide. Grade awarded for this statement: 4 - Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued North Lanarkshire Youth Housing Support Service, page 16 of 19

17 4 Other information Complaints No complaints have been upheld, or partially upheld, since the last inspection. Enforcements We have taken no enforcement action against this care service since the last inspection. Additional Information Action Plan Failure to submit an appropriate action plan within the required timescale, including any agreed extension, where requirements and recommendations have been made, will result in SCSWIS re-grading the Quality Statement within the Management and Leadership Theme as unsatisfactory (1). This will result in the Quality Theme for Management and Leadership being re-graded as Unsatisfactory (1). North Lanarkshire Youth Housing Support Service, page 17 of 19

18 5 Summary of grades Quality of Care and Support Good Statement 1 Statement 3 Statement Good 4 - Good 4 - Good Quality of Staffing Good Statement 1 Statement 3 Statement Good 5 - Very Good 5 - Very Good Quality of Management and Leadership Good Statement 1 Statement 2 Statement Good 5 - Very Good 4 - Good 6 Inspection and grading history All inspections and grades before 1 April 2011 are those reported by the former regulator of care services, the Care Commission. North Lanarkshire Youth Housing Support Service, page 18 of 19

19 To find out more about our inspections and inspection reports Read our leaflet 'How we inspect'. You can download it from our website or ask us to send you a copy by telephoning us on This inspection report is published by SCSWIS. You can get more copies of this report and others by downloading it from our website: or by telephoning Translations and alternative formats This inspection report is available in other languages and formats on request. Telephone: enquiries@scswis.com Web: North Lanarkshire Youth Housing Support Service, page 19 of 19