Scottish Borders Council - Homelessness Services Housing Support Service

Transcription

1 Scottish Borders Council - Homelessness Services Housing Support Service 8 Burn Wynd Jedburgh TD8 6BY Inspected by: (Care Commission Officer) Type of inspection: Sheila Emerson Announced Inspection completed on: 10 October /10

2 Service Number Service name CS Scottish Borders Council - Homelessness Services Service address 8 Burn Wynd Jedburgh TD8 6BY dummy Provider Number Provider Name SP Scottish Borders Council Inspected By dummy Inspection Type Sheila Emerson Care Commission Officer Announced dummy Inspection Completed Period since last inspection 10 October months dummy Local Office Address Unit 10A, Ground Floor Galabank Business Park Wilderhaugh Galashiels TD1 1PR dummy 2/10

3 Introduction The Homelessness Service is run by Scottish Borders Council and is part of a larger multi-disciplinary team, headed by the Homeless Services Manager. It's aim is to provide services to adults who are homeless or at risk of becoming homeless. The service provides advice and a support plan for each individual referred as well as onward referral to a range of other services such as debt counselling or mental health services. Receipt of the service is time limited and at the time of the inspection a total of seventy people were being assisted. It is based in offices in Jedburgh but provides a service across the area of Scottish Borders Council. Four Community Support Workers are employed who are line managed by the Senior Supported Housing Coordinator. The latter post is new since the previous inspection. The service was first registered by the Care Commission in September 2004 to provide for people in their own homes, in shared and temporary accommodation and in hostel settings. The inspection was undertaken by Sheila Emerson, Care Commission Officer between 10 October and 22 November Basis of Report Before the Inspection The Annual Return The service submitted a completed Annual Return as requested by the Care Commission. The Self-Evaluation Form The service submitted a self-evaluation form as requested by the Care Commission. Views of service users These were obtained by completion of a questionnaire and one person who wished to be contacted was spoken with. Regulation Support Assessment This service was inspected after a Regulation Support Assessment (RSA) was carried out to determine the intensity of inspection necessary. The RSA is an assessment undertaken by the Care Commission Officer (CCO) which considers: complaints activity, changes in the provision of the service, nature of notifications made to the Care Commission by the service (such as absence of a manager) and action taken upon requirements. The CCO will also have considered how the service responded to situations and issues as part of the RSA. This assessment resulted in this service receiving a medium RSA score and so a medium/ intensity inspection was required as a result. The inspection was then based upon the relevant Inspection Focus Areas and associated National Care Standards for the particular service type and follow up on any recommendations and requirements from previous inspections, complaints or other regulatory activity. During the inspection process the following people were interviewed: The Senior Supported Housing Coordinator Three of the Community Support Workers One service user 3/10

4 Evidence The following documents were inspected: Files of six service users Accident and incident records Performance and Personal Development Planning process Inter-agency child protection procedures Protection of Vulnerable Adult procedure Lone Working Guidance and Risk Assessments Support agreements Leaflet "How to make a complaint" Review forms Referral forms The following Inspection Focus Areas and associated National Care Standards, Housing support services for 2007/08 were inspected: Protecting People, including child and adult protection and restraint, Scottish Social Services Council codes and staff training Quality assurance Standard 3, Management and staffing and Standard 8 Expressing your views. Fire Safety Issues The Fire (Scotland) Act 2005 introduced new regulatory arrangements in respect of fire safety, on 1 October In terms of those arrangements, responsibility for enforcing the statutory provisions in relation to fire safety now lies with the Fire and Rescue service for the area in which a care service is located. Accordingly, the Care Commission will no longer report on matters of fire safety as part of its regulatory function, but, where significant fire safety issues become apparent, will alert the relevant Fire and Rescue service to their existence in order that it may act as it considers appropriate. Further advice on your responsibilities is available at Action taken on requirements in last Inspection Report The following were requirements of the last inspection: The service must record all incidents that involve service users whilst being supported by the service. This is to comply with SSI 2002/114 Regulation 19(3)(d) Timescale: within one week of receipt of this report. 2. All staff working in registered care services, must have an enhanced level Disclosure Scotland check carried out. This is to comply with SSI 2002/114 Regulation 9(1) Fitness of employees 3. There should be a system to record that, where appropriate, the employer has checked qualifications. This is to comply with SSI 2002/114 Regulation 19(2)(a)Records 4. The service must have clearly displayed their current Care Commission certificate. This is to comply with Regulation of Care Act (9) (4). Timescale: within one month of receipt of this report. 5. The Care Commission must be informed by the service when there is a change of registered manager. This is to comply with SSI/114 Regulation 17 (2) (a) (b). Timescale: with immediate effect. 4/10

5 6. The service must list the name and address of the Care Commission in written material regarding how the service user may make a complaint. The service must also record all complaints made against the service. This is to comply with SSI/ Complaints (6) (a) SSI / Records 19 (3) (f). All the above requirements had been met. Comments on Self-Evaluation The Senior Supported Housing Coordinator completed a comprehensive self assessment of the service which provided clear information with regard to the National Care Standards being inspected View of Service Users Three service users completed questionnaires. All were "Very satisfied" with the service and one spoken with felt that an excellent service was provided and that staff were very efficient. View of Carers This was not applicable to this service. 5/10

6 Regulations / Principles Regulation : Strengths Areas for Development National Care Standards National Care Standard Number 3: Housing Support Services - Management and Staffing Arrangements Strengths Not all aspects of this standard have been inspected, only those which relate to the inspection focus areas. Discussion with staff found that there was a clear understanding of the need to protect children and vulnerable adults. Child Protection. Whilst the service users were all adults, staff had some contact with children in the course of their work. All staff had undertaken child protection training and were found to be aware of their responsibilities in this area. A child protection policy and procedure was available to staff and the line manager was clear of her duty to implement procedures where there were any concerns. Adult Protection. Staff were well briefed on matters relating to the policy and procedure with regard to safeguarding vulnerable adults. There was evidence from discussion and documents inspected that appropriate action had been taken with regard to concerns. The Area Inter-Agency Adult Protection Procedures were available and known to staff. Appropriate training had been made available to all staff in the protection of vulnerable adults. This was said to be updated every two years. Restraint. The service had a policy that no restraint will be used by staff. Procedures were in place to ensure the safety of staff and service users. Training in personal safety and safe working practices had been undertaken by staff and the Coordinator had sourced further specific training for her staff. This was in order to ensure that staff interaction in potentially vulnerable situations was designed to ensure the de-escalation of tension. A lone working policy and risk assessment procedure was in place which supported risk management. Staff had also received training in substance misuse. 6/10

7 Scottish Social Services Council (S.S.S.C.) Codes and staff Training. Scottish Borders Council had undertaken a training needs assessment and the previous manager of the service had taken an overview of all training staff had undertaken. All staff had, or were considering undertaking qualifications which would meet the requirements of the S.S.S.C. Both core and supplementary training was offered to staff who stated that opportunities for training were good and that specific input relevant to the service was also available. Staff had copies of the S.S.S.C. codes of practice and an awareness of their responsibilities under these. Quality Assurance. The Coordinator and Homeless Services Manager had introduced performance indicators and were developing further management monitoring systems. There was clear progress towards measuring outcomes. The Coordinator had systems in place to directly observe and monitor staff practice. Areas for Development The Senior Supported Housing Coordinator had liaised with her colleagues in another part of the service to ensure that all necessary information with regard to risk to children was appropriately passed on to this service. It is understood new referral documentation will ensure this. The service had a policy for the protection of vulnerable adults. However this was out of date and had been superseded by new legislation. (See recommendation 1.) The council Performance and Personal Development Planning Process was being introduced ensure learning and development was monitored in a consistent manner. However staff were of the opinion that they had training input which met their needs already. The following were recommendations of the last inspection. "The service should ensure its lone working policy is adhered to with reference to how management ensure that staff members make contact when completing lone working duties. National Care Standards Housing Support Services Standard 3, Management and Staffing." This had not been adhered to in all instances and the Coordinator was mindful of the need to ensure this was done and to give consideration to possible instances of unexpected aggression. (See recommendation 2.) "An annual staff development plan should be completed outlining the training needs of each staff member and how the service will meet the assessed training need. National Care Standards, Housing Support Service Standard 3, Management and Staffing." This recommendation had been met. 5. All staff should receive regular supervision and appraisals. This is to ensure that practice issues and personal development can be effectively managed. National Care Standards, Housing Support Service Standard 3, Management and Staffing. 7/10

8 This recommendation had been met. The Coordinator was aware that management monitoring systems needed to include a more robust system of staff and stakeholder feedback. National Care Standard Number 8: Housing Support Services - Expressing Your Views Strengths Not all aspects of this standard have been inspected, only those which relate to the inspection focus areas. Staff recorded their final contact when the service was ended in order to obtain feedback from service users. Areas for Development The Coordinator was aware that management monitoring systems needed to include individual outcomes for service users as well as a more robust system of service user feedback. Amongst areas being considered were exit interviews with service users, on-line feedback and a service user forum. The integration of learning from any complaints was also to be included. (See recommendation 3.) National Care Standard Number 99: Other Issues Related to National Care Standards and Regulations Strengths This standard has been added to report on progress on the other recommendations of the last inspection. These were: "The service should have a written agreement that clearly outlines what support service is being offered and what service users may expect from making this agreement. National Care Standard Housing Support Services Standard 2 Your Legal Rights." This had been incorporated into the new service leaflet. "Previous Care Commission reports should be made available to current and prospective service users. National Care Standard Housing Support Services Standard 2 Your Legal Rights." These were available on the website. "The service should include within the service users introductory material details on local advocacy groups and how service users may contact these services. National Care Standards Housing Support Services Standard 4 Housing Support Planning." This had been incorporated into the new service leaflet. "The consent document used for giving permission for the service to share personal information should include consent to share information with friends, family and carers and in 8/10

9 what circumstances any named individual(s) should be contacted. National Care Standards Housing Support Services Standard 4 Housing Support Planning." This had been undertaken. However the new Coordinator acknowledged that this should be adopted to allow more space for recording significant information. 8. The written agreement should include details on how a service user may end the support agreement. National Care Standards Housing Support Services Standard 4 Housing Support Planning. This had been met. Areas for Development None were identified at this inspection. 9/10

10 Enforcement There has been no enforcement action against this service since the last inspection. Other Information There is no other information of relevance to this inspection. Requirements There were no requirements of this inspection. Recommendations Recommendation 1. The service should ensure that staff are briefed with regard to the latest policy and procedure for the protection of vulnerable adults and a copy of this should be made available. National Care Standards, Housing Support Services, Standard 3,1, Management and staffing. Recommendation 2. The service should ensure it's lone working policy is adhered to with reference to how management ensure that staff members make contact when completing lone working duties. National Care Standards Housing Support Services Standard 3,1 Management and Staffing Recommendation 3. The service should develop a system to enable feedback from, and consultation with, service users. This system should evidence how feedback is acted upon. National Care Standards, Housing Support services, Standard 6, Choice and Communication and Standards 8, Expressing your views. Sheila Emerson Care Commission Officer 10/10