LONDON BOROUGH OF BARNET SERVICE SPECIFICATION

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1 LONDON BOROUGH OF BARNET SERVICE SPECIFICATION Generic Floating Support Ref: INTRODUCTION

2 The London Borough of Barnet is seeking a service provider to deliver a generic housing related floating support service, which will also include a specialist mental health floating support component for people within in-patient mental health settings and hospitals and patients in recovery centres 1.1 Background Barnet currently has two housing related floating support services: - Generic Floating Support which is delivered by Outreach Barnet and has been operating since May Mental Health Floating Support delivered by One Housing Group and has been operating since April 2003 These floating support services, and particularly the generic service is used by the following services across the Council: - Adults and Communities - Children s Service - Health - Housing - Mental Health - Drugs and Alcohol The new service will build on the success of the current floating support services which is recognised as being a crucial preventative service for the community. Statistics show that many Barnet residents have been supported to maintain their tenancy; 1015 Barnet residents were supported by the generic floating support service in and 82 people were supported by the mental health floating support service. Appendix 1 sets out further details about the current services. As the contracts for the current services come to an end the Council has reviewed its requirements and this specification sets out the Council s vision for the new service. Further information about the Council s requirements is set out in the Market Position Statement. 1.2 The intended floating support service The Council intends to commission a single organisation or consortium to deliver housing related floating support. The service will need to respond innovatively and creatively in supporting people and by working in partnership with service users, family/carers, housing and other providers and other strategic partners who work across prevention services. Housing related Floating Support aims to enable people to sustain their tenancy or home and reduces the need for more intensive support at a later stage. The service also aims to help people maintain their independence and encourages people to settle back into the community and promotes self-reliance. The support will be solution focussed aimed at resolving issues and preventing crisis. 2

3 The generic floating support service will work across all housing tenures and deliver a preventative service to people living in any type of housing tenure in the community and to people who have been assessed by the Provider (s) as requiring housing- related support. They may be living within the London Borough of Barnet or in temporary accommodation outside the borough that has been arranged by the Council or Barnet Homes Included within this generic service will be a specialist mental health floating support component for people within in-patient mental health settings and hospitals and patients in recovery centres. The aim is to ensure that any housing related problems are dealt with as early as possible, minimising re-admission into hospitals, residential care and other intuitional settings and helping individuals to settle into the community and reduce social isolation. The aim is to help clients with mental health needs to: maintain their tenancies move on to more appropriate accommodation and services prevent individuals situations from reaching a crisis point and helping stabilise crisis situations. This preventative service is available to all adults in the community, free of charge and does not require service users to be FACS eligible. Barnet is a culturally diverse borough and the service must be culturally sensitive -meeting the needs of people from Black & Minority Ethnic, faith, LGBT (Lesbian, Gay, Bisexual and Transgender) communities, older people and carers. The floating support service will provide flexible and time-limited support to people with housing related support needs. The service will need to respond to make reasonable adjustments to ensure appropriate access and effective support to people especially those who are vulnerable, in particular people with mental ill health, autism-asperger s and older adults with dementia. It is intended to prevent and/or reduce the need for long term care and support. We want the service to be outcomes focused; taking a person-centred approach to recognise that each individual is unique and will have different requirements. Furthermore this will give providers the opportunity to organise service delivery in a range of ways that will achieve the desired outcomes for service users. Appendix 2 sets out an overview of the intended floating support service. 1.3 Contract Value and length The value of the contract for the generic floating support service including a specialist mental health component service will be up to 1.2 million per annum. We expect that through a competitive tender process we will be able to achieve the best value for money. The new contract is to be awarded for 3 years with an opportunity to extend the period for a further 2 years. 3

4 2. STRATEGIC CONTEXT 2.1 National Context Commissioning of the service is informed by key national policies including, but not limited to: The health and social care white paper: Caring for our future reforming care and support ; the vision from this is: Our vision is one that promotes people s independence and wellbeing by enabling them to prevent and postpone the need for care and support. We will also transform the system to put people s needs, goals and aspirations at the centre of care and support, supporting people to make their own decisions, to realise their potential, and to pursue life opportunities. The Adult Social Care Outcomes Framework , which sets out the following overarching outcomes: - Enhancing the quality of life for people with care and support needs - Delaying and reducing the need for care and support - Ensuring that people have a positive experience of care and support - Safeguarding adults whose circumstances make them vulnerable and protecting from avoidable harm No Health Without Mental Health a cross government mental health outcomes strategy for people of all ages. This sets out the Government s ambition to mainstream mental health in England, improve services for people with mental health problems, address the broader underlying causes of mental ill health, improve outcomes for people of all ages, promote good mental health and intervening early to prevent mental illness from developing The Mental Capacity Act 2005 a framework intended to protect people who lack capacity to make particular decisions, but also to maximise their ability to make decisions, or to participate in decision-making, as far as they are able to do so. Personalisation there is a national focus on offering personalised services and empowering people to take control and to self-direct the support they need. These strategies highlight the need to support people to become and remain independent while assuring the safety, health and wellbeing of people, in particular vulnerable people. This includes collaborating with a range of health and social care partners as well as mainstream providers to ensure that people have access to the same opportunities available to all citizens. 2.2 Local Context The re-commissioning of this service is guided by the following local drivers in Barnet: Barnet s Corporate Plan , in particular the following corporate priorities: 4

5 - To maintain the right environment for a strong and diverse local economy - To create better life chances for children and young people across the borough - To sustain a strong partnership with the local NHS so that families and individuals can maintain and improve their physiological and mental health - To promote a healthy, active, independent and informed over 55 population in the borough so that Barnet is a place that encourages and supports residents to age well - To promote family and community wellbeing and encourage engaged, cohesive and safe communities Barnet s Health and Wellbeing Strategy which focuses on how more people can 'Keep Well' and 'Keep Independent' by reducing health inequalities in a borough that is growing and changing, with less public money available to spend. Contributing to health and well-being services by supporting service users independence through self-management. Barnet s Joint Strategic Needs Assessment which shows that there are significant differences in health and well-being across Barnet, between places and between different demographic groups this represents a challenge for Barnet. Barnet s Sustainable Community Strategy this strategy sets out how local organisations and agencies will work together to improve the economic, social and environmental wellbeing of their areas. Barnet s Housing Strategy ; key priorities include: - reducing the number of people in temporary accommodation and reducing homelessness - providing housing related support options that maximise the independence of residents Barnet s Autism Self-Assessment indicates that the Council needs to do more work to improve the experiences of people with autism in Barnet, in particular, people who are not FACs eligible Contributing to the following priorities for the Children s service: - Intervening early improves outcomes for children, young people and families, enabling them to thrive - Targeted, personalised support for those most at risk of not achieving their potential, helping to reduce inequalities Aligning the service with the vision of Barnet s Adults and Communities Delivery Unit Business plan which states: 5

6 We will enable you to remain independent and safe by providing the right information, advice and access to support, making sure that when life changes, you stay in control of your care with the right support. This also includes achieving Barnet Adults and Communities priorities and commitment to residents summarised in the diagram below: It is important to consider the changing population of Barnet. Some of the key population changes identified in Barnet s Market Position statement include: - By 2015 a 6 % increase of people aged 65+ living with dementia, from 4006 people in 2012 to 4247 people by An increase in people aged between predicted to have a common mental health disorder from 37,223 in 2012 to 38,666 people by An increase of people between the ages of 18 and 64 with alcohol dependence from 13,945 people in 2012 to 14,543 in An increase of people between the ages of 18 and 64 dependent on drug from 7,894 people in 2012 to 8,227 in An increase of people between the ages of 18 and 64 with a drug problem in effective treatment from 791 people in 2012 to 829 in

7 Barnet s Joint Strategic Needs Assessment (JSNA) sets our further information about the local population. 2.3 Emerging Trends As well as continuing financial challenges within the public sector and the Council s ability to spend on services, the impact of the economic downturn and welfare reform is having an impact on individuals many of whom require advice and support in this area. The requirement for floating support services to help people maximise income, work towards employment and sustain tenancies remains paramount. Barnet remains an attractive borough to live in and is popular with all areas of the population, meaning the private rented sector is buoyant, impacting on Barnet s ability to help people find accommodation locally. Pressures on these areas within the borough mean that the pathways to housing and employment are becoming even more complex. Two key adult social care demographics are rising, meaning increased numbers of older people in Barnet, and children with disabilities and complex needs surviving to adulthood, placing pressure on adult social care resources. A focus on prevention across the board is crucial, enabling people to plan for later life, and take up opportunities to improve their health and wellbeing. Barnet has implemented and is planning further key prevention initiatives to enable people to get the right information and advice, and the right intervention of support at the right time, thereby preventing crisis at a later date. Where formal support is required, enablement approaches with a focus on choice and control when planning support will be utilised, helping people get back to independence. Floating support will therefore play a significant part in Barnet s prevention and enablement agendas. Lastly, a focus on what people themselves wish to see in services means that Barnet has revisited its expectations in terms of user involvement and how the user voice drives the delivery and improvement of services. Providers are expected, alongside the Council, to move on from satisfaction and user involvement mechanisms to a position where people are able to genuinely influence and contribute to the design of services the concept of coproduction. Alongside initiatives such as Healthwatch, Barnet is keen to listen and respond to what people think about adult social care and health services, including floating support. All of these factors pose a challenge to Barnet; this Service will need to respond to the changing landscape and respond to the needs of Barnet s citizens. For this Floating Support service to be a success it must be a service that is flexible and responsive enough to work within the changing landscape. Every pound that the public sector in Barnet spends has to be spent as efficiently as possible. This means providing services in increasingly innovative ways and will mean that the Authority and its partners will have to organise in different ways internally and build a new relationship with citizens where we share opportunities and share responsibilities. It also means increasing independence and maximising the use of mainstream services, supporting those in need of this service through targeted services and signposting people for specific health and social care support. 2.4 Social Value 7

8 Providers will be required to demonstrate how fulfilment of this contract will contribute to wider social value. It is recognised that the aim of the floating support service is to help people maintain existing and establish new support structures and avoid homelessness or housing crises. The Public Services (Social Value) Act 2012 requires us to consider more widely the economic, environmental and social benefits of service procurement. Bidders are therefore requested to set out in their method statement their approach to ensure that additional social value can be gained from the contract. For example how the service itself will contribute to local employment and how employment and volunteering opportunities will be made available to people with disabilities, to help them gain experience and confidence. A further example could be the co-design and production of the service with service users and how this will contribute to building knowledge and skills. We also want to maximise the wider social impact of the service; for example how families and carers will be impacted by service delivery, not solely the service user. 3. AIMS AND OBJECTIVES The service is for people age 16+ who have housing related support needs and for carers They may be leaving hospital or recovery homes, registered care, be homeless, threatened with homelessness or living in accommodation that is not meeting their identified needs. The service will be also used as a step up or step down from other supported accommodation, where appropriate. The principal aims of the service are to provide housing related support to: Enhancing the quality of life for people with care and support needs Delaying and reducing the need for care and support Ensuring that people have a positive experience of care and support Increase an individual s ability to maintain their tenancy and meet occupancy obligations Assist an individual to reconnect to their home area, where appropriate Minimise the use of all crisis/emergency services Enable individuals to move on in a planned way into a range of accommodation options Maximise social inclusion and reduce social isolation Improve an individual s access to education, training and employment and engagement in meaningful activities Contribute to ensuring timely discharges from hospitals and recovery centres and 8

9 return patients back home Improve access to health services and achieve improved health outcomes for individuals Safeguarding adults whose circumstances make them vulnerable and protecting from avoidable harm Assist individuals and their dependents to maintain personal safety and security Increase awareness and understanding of health needs and support individuals in developing self-management skills 4. PRINCIPLES FOR SUPPORT 4.1 Our Vision In common with all of the Council s adult social care and prevention services, the Provider will be expected to own and demonstrate commitment to the vision shared by all key public and voluntary sectors agencies in Barnet for supporting citizens to live independent and fulfilling lives. The Provider will provide the Service detailed in this specification and incorporate the following general principles: People are individuals and have the right to dignity, privacy and independence. All those involved in providing the service should acknowledge and respect people s gender, sexual orientation, disability, age, race, religion, culture, lifestyle and values. People should be encouraged and enabled to exercise control over the service they receive. Services should be supportive and involve the people who use the service and their Family/Carers in the design and delivery of services. Services are able to respond sensitively and flexibly to a person s changing needs. The service will contribute to the Adult Social Care Outcomes Framework and the NHS Outcome Framework. 5. THE SERVICE 5.1 Eligibility Criteria and Service Access The service will be for service users living in any housing tenure within the London Borough of Barnet, or live outside of the borough but have local links to Barnet or have been placed by the Council in temporary accommodation outside the borough, subject to the following eligibility criteria: Age of 16 years and over 9

10 Have a demonstrable need for housing related support to enable access to housing and set up, maintain or prevent loss of their accommodation and independence Are willing to engage with the service Support needs of service users may include: A history of homelessness, rough sleeping or tenancy breakdown Self-harm Physical health needs Depression or other mental health needs, including dementia Substance misuse Being at risk of, or already engaging in offending behaviour Being unmotivated or having a chaotic lifestyle Presenting challenging and/or anti-social behaviour Being at risk of exploitation or harm from others, including domestic violence/abuse Autism-Asperger s Multiple needs Teenage pregnancy or parenthood Having a learning disability Having literacy difficulties or ESOL Requiring timely and safe discharge from hospitals and recovery centres. Families should be supported, in particular those experiencing complex problems with the aim of preventing their problems escalating into chaotic situations, requiring greater and more expensive intervention at a later date. Carers should also be supported, including formal, informal and young Carers. Providing the right type of support to carers is important to help them in their caring role. 5.2 Client Group The Generic Floating Support service will provide support to people with housing related support needs that include but are not restricted to the following client group areas: Generic / complex needs People with multiple needs People with mental health problems People with substance misuse needs Alcohol misuse problems Drugs misuse problems Older people with support needs including dementia and mental health problems People with learning disabilities People with autism People with physical disabilities and/or sensory impairments People with dementia Single homeless with support needs 10

11 Homeless families with support needs Offenders, ex-offenders or people at risk of offending Teenage parents People at risk of domestic violence or abuse People with HIV Young people leaving care Gypsies and travellers with support needs The specialist mental health component will target: - people in in-patient mental settings and hospitals - patients in recovery centres The Provider will be expected to work with the Council to further define and agree definitions within the generic client category. The provider will also be expected to work with the welfare reform task group. 5.3 Length of Support Period and Throughput Generic Floating Support The Generic Floating Support Service is a short term service providing support to service users for up to 4 months. It is recognised that a small number of service users may need support for a longer period and therefore extensions will be agreed on a case by case basis. Additionally service users should be able to be re-referred back into the service to receive further periods of support. The number of support hours to each service user will be variable and dependent on the needs of each individual; as an indication, it is anticipated that 2.5 hours of support will be provided, per person per week. Over the duration of support actual hours will vary over time in response to levels of risk and need. Specialist mental health component for people within in-patient mental health settings and hospitals and patients in recovery centres The specialist support for people within in-patient mental health settings and hospitals and patients in recovery centres is intended to be provided for up to 9 months however where individuals require a longer period of support, extensions will be agreed on a case by case basis. Additionally service users should be able to be re-referred back into the service to receive further periods of support. It is anticipated that the level of intensive support provided will help service users achieve their outcomes. This duration of support intended for this service is as follows: No. of visits per week Frequency Target number of weeks for support to be provided Week no. 3 weekly 4 weeks weekly 6 weeks No. of support hours per week 11

12 1 weekly 6 weeks fortnightly 7 weeks fortnightly 12 weeks Total number of support hours over 9 months 135 The above table sets out an indicative breakdown of support hours to be provided at different intervals. However the service is a flexible service and it is intended that the service user will have choice over how their agreed support hours are used and the frequency of support. 5.4 Capacity of Service It is expected that there will continue to be high demand for the service. We will expect it to continue to be delivered to approximately 1300 service users each year, this includes no less than 115 service users accessing the specialist mental health component each year. 5.5 Referrals There will be many referral routes into the service, self-referrals will continue. This includes (but not limited to): - Self-referrals - Voluntary and community groups - Care case managers from the London Borough of Barnet - Multi-disciplinary teams The Provider will be expected to develop a clear referral process, including criteria for accepting referrals, to be agreed with the Council. The Provider will record all new referrals and service outcomes will be identified with the service user. The Provider will be expected to note when a service user has been assessed as ineligible for the service, they may be sign-posted / referred to another appropriate agency. 5.5 Key Activities The key activities of the Generic Floating Support Service and the specialist mental health component are set out below. This list is not exhaustive and the successful provider will be expected to work with the Council to further define the key activities. Key Activity Specific target user (in addition to client group mentioned in section 5.2 Referrals Receive and assess referrals in line with borough procedures Clients who have not been Carry out needs and risk assessments, develop and review of goal-oriented support plans for all individuals banded because they do not have sufficient housing 12

13 Support and support planning, including providing time-limited support (up to 4 months) Provide flexible, person-centred support to enable the individual to maintain their accommodation and independence Provide a preventative service by engaging with people as early as possible Supporting service users to maintain their tenancy by abiding by the tenancy conditions and paying the rent Support individuals to manage their tenancy and maintain their home Assist individuals to develop life and social skills as identified in their support plans Support young people moving home Housing Completing a support plan and participate in housing assessment processes, where appropriate Working closely with the housing needs officers; their role is to identify support needs of housing applicants through the holistic assessment process and refer on to the floating support service. Housing officers may come across existing council tenants who may require support and signpost for support. Increasing awareness of housing options in and out of borough Where tenancies are at risk of breaking down or have broken down - signposting individuals to relevant services who can help with such problems to move on (e.g. acute care, home treatment team, recovery home, early intervention and prevention) Assist an individual to reconnect to their former home area, where appropriate Provide time-limited resettlement support to individuals moving onto independent accommodation, where required Assist in re-settlement in a new area permanent or temporary When supporting people out of borough, make links with out of borough services and services that help people settling to a new area Provide crisis intervention support, which will include responding to problems that pose an immediate risk e.g. eviction notices, harassment /anti-social behaviour, loss of amenities. This includes supporting people at the point at which a household is actually homeless and requires emergency accommodation. Support needs should be identified through the logistic assessment which decides which priority band, if any, a household is allocated to. This may help prevent a household from becoming homeless and requiring emergency accommodation. Housing advice and support for young people in transition from children s to adults services Finances Provide welfare benefit advice; make claims for benefits and grants, and help with appeals needs Clients in long-term temporary accommodation may not have required additional support when they were placed in their accommodation but may now require some support and approach their housing needs officer Households who have not been housed through the housing service but may be vulnerable and on benefits People living in private rented sector affected by the overall benefit cap People placed out of borough in temporary or permanent housing. (Out of borough support will be needed however this will mainly be within the North London area). Young people in transition from children s to adults services People with mental health problems and living in any housing tenure including: People leaving temporary accommodation and moving into new accommodation. People who have left a shared home to set up a new home. People living alone Patients in mental health settings and hospitals Patients in recovery centres 13

14 Training and employment Social inclusion and community participation Health Advice on debt management and management of benefits in relation to this (e.g. minimise the risk of people using housing benefits to pay off non-priority debts) Clearly communicate changes of the benefits system to service users Advice on Discretionary Housing Benefits Support with managing rent arrears Help find training, education, employment and leisure opportunities maintain links with family, friends and support services Support individuals to get on with neighbours and the local community and assist in disputes or cases of harassment Support individuals to maximise social inclusion and reduce social isolation Proactively engage with the hard to reach Identify changes in health and seek appropriate help. Advocacy Advocate on behalf of service users in way that appropriately promotes the needs of the customer and collaboratively work with referring organisations Advocacy with the landlord to build trust and confidence that the tenancy will not fail Safeguarding Ensure that safeguarding requirements are adhered to and Children s service Carers Drugs and Alcohol Partnership working adopted in all service areas Participate in whole family approach recognising needs of the whole family, including children and other household members Supplement and work with the Council s young people homelessness prevention and mediation service Support carers to help them maintain their accommodation and therefore caring role and prevent their needs escalating which may later require intensive support. Supporting carers through the hospital discharge process and following discharge of the patient and close working with the Hospital Discharge Co-ordinator Supporting the cared for to stay at home / sustain their accommodation by working with families and carers, preventing hospital re-admissions Support young carers who care for people with mental ill health Signposting to the Carers Emergency Planning service Provide early and timely interventions for people with drugs and substance misuse problems. Target by setting up local housing clinics in conjunction with other services (e.g. Westminster Drugs Project and Barnet Drugs and Alcohol Service) Signposting to appropriate services (internal and external) All Recognising and understanding the role of the different All All Carers, including informal carers. 14

15 Methods of support Specialist mental health component for people within inpatient mental health settings and hospitals and patients in recovery centres agencies involved in providing mental health services to the community mental health trust, voluntary sector providers, Barnet Homes Multi agency and proactive working with the mental health trust (including mental health hospital wards), community teams including multi-disciplinary teams, the care navigator service and specialists nurses,, early intervention service, community safety, home treatment teams and crises services, BEMHT triage service and the mediation service for young people delivered by Barnet homes and having an integrated approach to delivering the service Working closely with Barnet Homes (including the Council s Welfare Reform Task Force) linking service users in with programmes around: - homelessness including youth homelessness - training opportunities to help Barnet Homes residents get back into work - benefits changes - Delivering triage services All Delivering drop in services Early identification of people in need when people experience a mental health crisis to prevent the loss of tenancies/housing and to ensure targeted support to the individual who may, in some instances, need to access alternative provision Preventing delayed transfers of care by early engagement with and in-reach service provision to inpatient wards so that patients housing needs are addressed early during their period of admission; Provide housing advice and support for people being discharged from mental health wards and the recovery centre and work to ensure that when people are discharged that they have settled accommodation; where people need to stay in borough for health reasons (for example individuals may have regular hospital appointments and need to have settled accommodation in a place where journeys are easily commutable). Provide practical support e.g. a starter pack to help people set up in a home Provide intensive support to inpatients - this includes supporting patients in ward and immediately following discharge for a period that is appropriate to support the needs of the individual Effectively manage hospital discharges through protocols developed jointly by the provider and the mental health trust Strengthen interface with relevant care and hospital teams and take part in Care Programme Approach meetings, case conferences and ward rounds as appropriate Creating capacity for step down across the housing pathways, working with relevant community mental health teams and residential providers to step-down people and People with mental health problems and living in any housing tenure including: People leaving temporary accommodation and moving into new accommodation. People who have left a shared home to set up a new home. People living alone People in mental health settings: Patients in mental health hospitals Patient in recovery centres 15

16 also providing resettlement support to those moving into their homes from supported living services. Further guidance on the type of activities is contained in Appendix Availability of the Service The Provider will be expected to propose the actual location of the service, method of delivery of service and have procedures in place for dealing with emergency situations. The service should operate Monday to Friday 9 am 5 pm but the service should be flexible to meet service user needs for example at weekends or evenings if needed. The provider will be expected to make arrangements for out of hour s enquiries telephone line, voice mail, . The Provider will also be required to deliver services to residents outside of the borough and will be required to show how this will be carried out including what links will be made with services outside of the borough. The Provider will need to ensure that any premises they operate from should be accessible to Barnet residents and that services will be delivered in the borough. Venues of premises should be easily accessible by public transport and meet all relevant disability access standards. 5.7 Communication The provider is responsible for regularly publicising and promoting the services to people in borough and out of borough, who are assessed as needing the service, including family/carers and relevant agencies including the production and circulation of posters, leaflets and brochures and the production of web-based information and other digital channels (new media). These will need to be agreed by the Council. The service will be required to ensure wide hours of information regarding the service in various settings including libraries, GP surgeries and landlords. In relation to periodic events and activities, the provider will be required to prepare and implement specific promotion plans setting out the target populations and the methods to achieve desired levels of participation. The provider will need to ensure there is regular updated accessible information on the support available to the learning disabled population and people with autism. The Council expects to work with providers to build a map of agencies within the borough highlighting links and responsibilities and areas of expertise available to support vulnerable people in the borough. This will be delivered within 6 months of contract start. As well as contributing to a joint understanding of referral pathways, this will assist with the targeting of communications and ensure prevention services are fully joined up. 5.8 Other income and Charging The Council does not intend to levy charges for people using the services to be provided under this contract. 16

17 The Provider can seek funding from additional sources to complement and supplement the service. 5.9 Equalities and Diversity The Council is keen to build local delivery capacity with the skills and experience necessary to respond to the wide diversity of specialist needs and preferences. The general population in Barnet is very diverse in terms of age, faith, ethnicity, culture, language, gender, sexuality and carers. Providers are expected to develop a diverse workforce and be part of networks which promote sensitive and appropriate service delivery. The providers will be expected to demonstrate a commitment to ensuring that their services meet the diverse needs of their target client group. The provider will ensure, at a minimum, the following good practice: Steps to ensure that the workforce is reflective of the service s target group and that recruitment and retention policies are appropriately developed to ensure that the workforce is diverse. All staff are required to attend diversity training and that they are sufficiently skilled to carry out their tasks in a culturally sensitive manner and able to put equal opportunities policies into practice. Prominent display of anti-discriminatory and confidentiality messages with clear actions for service users to take if they feel these are breached. Buildings and communications are fully accessible to all, interpreting and translation services are available in compliance with disability discrimination legislation. Care is taken to ensure that all reception areas and other areas feel welcoming and secure and that there are appropriate levels of privacy. Service user involvement policies are designed to ensure the inclusion of all service users. Complaints are monitored and corrective action taken as necessary. Equality Assessments are conducted where appropriate on any significant changes to service delivery Exclusions As a rule the provider of the service must not operate any blanket exclusions from the services. Service users must not be excluded from the services by reason of, e.g. illegal activity. In general any exclusion must be agreed on a case-by-case basis 6. SERVICE MODEL 6.1 Outcomes This service specification is outcome-focused and therefore does not tightly prescribe how and what a provider should do to achieve the specified outcomes. Providers must demonstrate through the selection process how the service will achieve the outcomes which the performance of the service will be measured against. 17

18 Outcome-focused services aim to achieve the goals, aspirations or priorities of the individuals they serve. The service should be delivered in a way that is right for the individual and designed to achieve what the person desires. Outcome-focused services are fundamentally person-centred in approach, recognising that each individual is unique and will have different requirements. The outcomes for each service are based around the following domains: Achieve Economic Wellbeing; Enjoy and Achieve; Be Healthy; Stay Safe and Make a Positive Contribution. Every individual is unique. So, although this specification defines the individual outcome domains, services are expected to be driven by the needs and requirements that each individual identifies as right for them. These outcomes will be specified in individual support plans but linked to the housing related support outcome domains outlined in the table below: 6.2 Table FLOATING SUPPORT SERVICE OUTCOMES: Guide to outcomes table: i. Key service activities: These describe the types of tasks and activities required to deliver the outcomes specified. ii. Individual Outcomes: iii. Service Level Outcomes: iv. Strategic Outcomes: Targets: These are the outcomes that the service must support individuals to achieve. Individuals outcomes will be specified in their support plans, however as these are housing-related support services, it is anticipated that these will fall within the areas identified in the table below. These are the outcomes that the service and its impact must achieve. These are outcomes linked to the Council s strategic plans and policies. Providers should refer to relevant documents available on the Council s website. Targets for these outcomes will be agreed with the provider or established by the Council within 3 months of contract initiation, and will be subject to annual review through which they may be amended by agreement or through decision by the Council. Key Service activities Individual Outcomes Service Level Outcomes Strategic Outcomes Achieve Economic Well Being Support individuals to maximise their income and manage their finances on a dayto-day basis. Improved economic wellbeing through: Maximising income Reducing debt Obtaining paid Improved levels of life skills that support the move towards independence. Prevention of: Homelessness Access to higher threshold services 18

19 work Enjoy and Achieve Assist individuals to develop their support networks; Support individuals to access and maintain meaningful activities including employment, training, education and leisure opportunities. Improved enjoyment and achievement through: Participating in training and/or education Participating in cultural, leisure and faith activities Participating in work-life activities Increased levels of participation in meaningful activities. Prevention of: Homelessness Access to higher threshold services Establishing contact with external service groups, friends and/or family Be Healthy Support individuals to access appropriate physical and mental health services and develop healthy lifestyles; Assist individuals to minimise substance misuse. Support individuals within in-patient mental health wards and recovery centres Improved health through: Better managing physical health Better managing mental health Better managing substance misuse Use of assistive technology and aids Reduced levels of risky behaviours and/or unhealthy activities. Contribute to the reduction of readmission rates Increase links with the recovery pathway Improved mediation process Prevention of: Homelessness Access to higher threshold services Risk of institutionalisation Delayed discharges Stay Safe Assist individuals to develop the life skills they require to live independently; Improved safety through: Maintaining accommodatio Better inpatient and recovery experience Reduction in and prevention of incidences of anti-social Prevention of: Homelessness Access to higher 19

20 Support individuals to establish and maintain personal safety; Assist individuals to develop harm reduction strategies; Assist individuals to identify realistic opportunities for move on accommodation and make appropriate referrals/enquiries; n and avoiding eviction Complying with statutory orders Better managing selfharm Avoiding harm to others Minimising harm/risk of harm from others behaviour from individuals in the service. Contribute to the reduction ` in the need for registered care placements threshold services Implement effective strategies to deal with anti-social behaviour; Make a positive contribution Support individuals to reduce offending behaviour. Involve individuals in determining the types of services they receive. Increased positive contribution through: More confidence and ability to have a greater choice and/or control and/or involvement Examples of service users positively shaping the service they receive. Prevention of: Homelessness Access to higher threshold services 7. STAFFING REQUIREMENTS 7.1 Service Resources The Provider must provide, employ or have access to appropriate resources to deliver the Service defined in this Specification. The Provider must ensure that there is management availability to provide supervision and guidance to support workers at all times. 20

21 Suitable accessible premises, facilities and equipment must be available to staff, including provision for staff meetings, training and one-to-one staff appraisal, and record-keeping and back-office administration. For the purposes of this section of the Specification, the term staff should be interpreted to include paid staff, peer leaders and volunteers unless otherwise indicated 7.2 Staff Recruitment All Provider staff must have clearly defined job descriptions outlining roles and responsibilities. All staff should be fully aware of their own and others roles and responsibilities within the organisation and must familiarise themselves with relevant social services staffing structures. Providers should involve Service Users in staff recruitment, induction and appraisal processes wherever practicable. Providers should ensure that the staff team reflects the cultural and gender mix of Service Users whenever possible. Providers must ensure that there are robust contingency and business continuity plans to cover unexpected staff shortages. A minimum of two satisfactory written references (including one from the most recent employer) should be routinely obtained before new employees commence work. Providers must undertake Disclosure and Barring Service (DBS) checks for all employees and volunteers employed by the service and comply with its duties to refer information to the Independent Safeguarding Authority ( ISA ) under the Safeguarding Vulnerable Groups Act The Provider will ensure that the DBS checks are regularly updated in line with statutory requirements. 7.3 Deployment of staff across the service The Provider will ensure that there will be sufficient staff team to deliver the generic service and the specialist mental health component for people within in-patient mental health settings and hospitals and patients in recovery centres. Staff will be multiskilled/experienced to reflect the diverse range of support needs of the customer group, including specialist skills in relation to people with particular support needs or complex needs for example people with Autism-Asperger s, carers needs, mental health. See staff competencies at 7.7 below. 7.4 Peer Support Leaders, Volunteers and Agency Staff We recognise the value of volunteer contributions and providers should maximise the involvement of peer leaders and volunteers in service delivery in a way that is consistent with best practice. It is expected that volunteers will be appropriately recruited, trained and supervised and that providers must not under any circumstances use volunteers to cover hours or services that are specified in the contract for delivery by paid staff. The Council and the Provider may however agree contractual variations that reduce the requirement for paid staff through increased social capital inputs such as volunteers. The provider will be 21

22 expected to set out how it will involve and utilise peer leaders and volunteers as part of service provision in its tender application Volunteers and agency workers must be subject to the same DBS check arrangements as the Provider s employees as specified above. 7.5 Policies, Procedures and Codes of Practice The Provider must have sufficient written policies, procedures and codes of practice in place to ensure that instruction and guidance for the Provider s staff are available in relation to the functions and activities described in the this Specification The policies, procedures and codes of practice must be accessible at all times by staff and must also be readily available to Service Users, and should form the basis of staff induction and training, Policies and procedures and codes of practice must include: Equalities standards - covering the ways in which the Provider will promote equality of opportunity and prevent discrimination A recruitment and selection policy including the Provider s approach to promoting diversity in the workforce, the recruitment of people who are or have been users of social care and support services, and Service User s participation in staff recruitment and development Arrangements for staff induction and appraisal, and for staff training and development A code of conduct for staff setting out their responsibilities and the standards expected of staff A robust code of practice concerning, staff rota systems, cover for foreseen and unforeseen staff absence, managerial responsibilities and availability Contingency and Business Continuity arrangements in case of foreseen and unforeseen restrictions of the Service Safeguarding Vulnerable Adults, including indicators of possible abuse, responsibilities for recording and reporting suspected abuse and the rights of whistle-blowers Recruitment and use of volunteers. Risk assessment and management, including communication and joint working with the Council and other relevant agencies, and staff lone working Complaints by service users including the procedure for escalation to the Council in the case of unresolved complaints The Provider s staff should demonstrate understanding of and compliance with the Provider s policies, procedures and codes of conduct in their everyday work and that upon commencement of a support worker s employment this has been outlined to them and a signed copy kept on file The Provider will demonstrate good practice as an employer of disabled people. The Provider must ensure that suitable arrangements are in place and evidenced to strengthen staff skills and knowledge in order to meet the needs of individuals and in all respects comply with the requirements of this Specification. 22

23 The Provider will ensure that: Staff have an identified line manager who provides regular one-to-one supervision and keeps written records that are held in an individual staff file. Staff performance is monitored with regular supervision sessions with an identified senior staff member no less frequently than on a 4-weekly basis Signed training records are available for each staff member showing that all staff receive induction training, and that appropriate general and specialist training requirements have been identified and either met or are in process. Staff have the opportunity, through supervision and direct approach, to highlight areas where additional or expert guidance and training is suitably actioned. Staff have a written appraisal not less than annually, which reviews past performance, identifies training needs and sets out objectives for future development. Individual staff members personal development/action plans are recorded and reviewed on a regular basis. There is a programme of access for staff to funding and opportunities for certified training courses and qualifications e.g. NVQ. There are regular minuted team meetings to ensure shared communication and opportunity for discussion of policy and operational practice and resolution of issues. 7.6 Staff and Volunteer Training Training programmes should display a range of up-to-date perspectives of knowledge and best practice in all specialist areas from statutory and voluntary sector sources. The Provider must collate the training needs identified through staff and volunteer induction and appraisal into a training needs analysis and training plan for the Service. The Provider will maintain a collated record of staff and volunteer training planned and completed and will make this available for inspection on request by the Council. Training must meet the current requirements for workers in the social care sector with specific reference to staff working with vulnerable adults, including but not limited to: Barnet s Multi-agency Policy and Procedures for Safeguarding Adults Mental Capacity Act 2005 Safeguarding Vulnerable Groups Act 2006 Services and resources in the community Quality monitoring and quality assurance Health and Safety, accidents and incidents, safe working practice Complaints/Contract compliance Substance misuse Confidentiality Equal opportunities including disability equality and cultural diversity Housing legislation 7.7 Competencies expected of support workers 23

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