Children, Families & Community Health Service Quality Assurance Framework Introduction Quality assurance involves the systematic monitoring and evaluation of practice with the aim of improving our services to achieve better outcomes for children and their families. Quality assurance should be an integral part of everyday practice and helps us to measure the impact of service delivery ensuring we do achieve improved outcomes for children. A quality assurance framework (QAF) enables us to systematically demonstrate with robust evidence the quality of the services we are delivering; their effectiveness and that they clearly meet the standards described which enable children s welfare to be safeguarded and promoted. Swindon Borough Council is committed to achieving excellence through continual improvement where children are at the heart of everything we do, and we encourage and enable them to have the opportunity to influence and shape the services they receive. Quality assurance is everyone s responsibility and those leading inspections, audits and other quality assurance activities need to ensure that all staff are actively engaged in the work described within the quality assurance framework. It is essential that all staff play a part in improving the quality of their everyday work, by participating actively in the full range of activities, for example, auditing, reflective practice and case discussion, staff surveys, live supervision, observed practice, focus groups and visits. To reinforce and support this this, managers need to be very clear about their role in the supervision and appraisal processes and how to ensure that the use of the QA framework practice standards are included. They also need to demonstrate the importance of these standards by ensuring that any employee who cannot meet them is given support and opportunities through learning and development to improve. Learning from the experience and feedback from children, families and carers is a central principle of the QAF. Our aim in developing this quality assurance framework for all of the practitioners in Children, Families and Community Health service whatever their role is to: Embed high quality practice into all frontline services Ensure that services are achieving consistently high standards and that this is sustained. Ensure practice and services are regularly evaluated. Engender an organisational culture that is committed to learning and continual development. Support the continuous improvement and professional and practice development of our children s workforce.
Ensure that quality assurance activity is carried out collaboratively by practitioners, managers, partner services and service users, to engender learning, accountability, and positive change. Our Approach to Quality Assurance Our approach to quality assurance is aimed at ensuring it is: Child centred: We will follow the journey of the child through our services; Outcome based: We will continually seek to improve performance and demonstrate the impact of help for children and their families in improving their outcomes; Fair: We will consider carefully all equality and diversity factors when developing and undertaking quality assurance activity. We will use the results to promote equality of access to our services; Participative: Activity will be carried out in partnership with service users wherever possible and with practitioners and managers from across the whole of our workforce; Consultative: We will always try to use a consultative approach to encourage a wide awareness of quality issues and ownership of the findings; Ethical: we will work hard to respect the privacy and confidentiality of our participants privacy and confidentiality; Creative: In how we use the findings to extend and develop our knowledge and to improve outcomes for children using effective and good value methodology. Scope This framework describes our approach to quality assurance activity for our whole service. Our Quality Assurance and Review Service has established a system to capture and report on the voices and experiences of both children looked after and those subject to a Child Protection Plan and processes. All of our Early Help and Community Health services have systems in place for gathering feedback from the children and families they work with. Our organisation gathers feedback from staff in the form of surveys and consultations and as a service we also ask for feedback from staff about specific topics for example, the annual supervision survey. The Framework can simplistically be shown as a triangle where the balance of scrutiny is around these three key areas: Quantitative data & audits Service Users Workforce
Activities supporting the Framework Workforce and Service users experiences Surveys of children and young people Feedback from Parents and carers Feedback from Focus groups from the workforce and our stakeholders from Teams Complaints and compliments Feedback through discussion, reflection and interactive activities such as team meetings Principal Social Worker Practitioner Board Project Team CQC quality assurance quarterly meetings for all health staff Social Work/Team health checks Staff Surveys Exit interviews Staff Fora Feedback to the Head of Service and other senior managers and Councillors visits to teams and services CSMT observed practice programme Quantitative activity and audits Performance score cards the way we report on the key performance indicators of the whole service: Service/ team/ worker level data reports Audits that capture how much or how many of something has occurred. Qualitative activity and audits Independent reviewing officer reports and challenges on child protection and children looked after Development and review of key quality indicators (KQI s) and Practice Standards and frameworks for whole service Qualitative audit including peer audits, multi-agency audits & managers audits Thematic audits Direct observations of practice Appreciative evaluation Case & Learning Reviews (sometimes collaboratively with the LSCB partners) Surveys, interviews and feedback processes for obtaining the views of children, young people, and their families
Key Quality Indicators The following 7 Key Quality Indicators (KPI) for Children s Social Care have been distilled from the range of performance indicators to identify the key areas requiring improvement: 1. Quality and Progression of child protection plans 2. Quality and review of strategy discussions and compliance with statutory requirements 3. The timeliness, progression and quality of LAC care plans 4. Quality of pathway plans 5. Timeliness & progression of children's permanency plan 6. Percentage of cases with up to date, good quality assessments completed 7. The timeliness and quality of children's social work supervision The KPIs will be reviewed each year and adapted to reflect identified priorities For Early Help and Specialist Health teams quality outcomes are informed by a suite of data and audit activity under the following headings: People are helped to develop their own solutions to problems early, promoting independence and to choose healthy lifestyles (universal). Short early interventions make a positive difference and prevent problems from escalating (Targeted work) Children and families in need of extra help are helped and supported when they need it. (Early Help Record and plans) Children and young people at the edge of care are helped to reduce the risks that would lead them into care (Intensive support). Early Help staff are skilled, able and confident to deliver help that leads to positive outcomes for children and young people (Workforce development and supervision). These will be monitored and reviewed through thematic audit activities. This indicator set is reported to and monitored by the Quality Assurance Board which meets quarterly and is chaired by the Director of Children Families and Community Health. Implementing the Framework Quality assurance is an integral part of each and every practitioner s daily duties and should be part of business as usual. The programme of activities and processes is set out in an annual implementation plan and will be a working document regularly reviewed and monitored by the senior management team. It will incorporate the expectations of managers within the service. All activity will be measured against the agreed set of standards for practice across the service. The Director of Children, Families and community Health will be responsible for the oversight of the entire framework that is led day to day by the Service Manager for Quality Assurance and Review in social care and Principal Officer for Health and Wellbeing in Early Help and specialist health both of whom will ensure formal feedback to the Head of Service, Director of Children s Services,
the Lead Member for Children s Services and other elected members and to the Local Safeguarding Children s Board. There are four key forums that will drive continual improvement and the embedding of the QAF: The Quality Assurance Boards which will meet quarterly and are Chaired by the Director of Children, Families and Community Health, supported by the Service Manager Quality Assurance and Review/ Principal Officer for Health and Well-Being. The Q and P Boards look at the various strands of quality assurance activity and agree action plans developed as a result of this work. The boards will act as a challenge meeting where the Director and Head of Service can scrutinise activity, receive exception and corrective action reports and call managers to account. The following reports will be received based on Key quality and performance indicators: Service User/ Practitioner voices Summary reports from any surveys of young people, families, carers Complaints reports Reports from the Principal Social Worker and Principal Officer for Health and Well Being Summaries from staff surveys and exit interviews Reports from the IRO/ CP/ Named Nurse Child Protection/ Professional Leads Service Internal audit reports and action plans External audit reports and action plans There are two boards, one looking specifically at social work practice, the other at early help, community and specialist health services, with the ultimate aim of bringing the board together as one as the QAF is better embedded. The Performance and Quality Activity, this work will be led by the Senior Management Team and will feed into a number of existing meetings to enable the service to share with all practitioners the learning and areas for improvement. This work will be the golden thread through Social Work and Early Help Conferences; Professional Leads training and development days; Social Work Managers Meetings; Audit Managers meetings; Principal Social Workers Practitioners Board; Early Help and Performance and Delivery Meetings. The aim of the work will be to celebrate success, identify areas of potential risk and will adopt a turning the curve process which will enable the service to identify the priority outcomes they want to improve. Quarterly presentations will be made to the Social Work Managers meeting and Early Help Managers meeting by the relevant Service Managers to ensure Team managers are keeping their teams fully informed of lessons identified through local and national review and trends and patterns identified. These fora will also feedback on any barriers to ensuring effective intervention and any suggestions for improvement in service delivery and design which will be presented to CSMT The Corporate Performance Board chaired by Chief Executive and includes Directors from across the Council i receives and scrutinises a quarterly safeguarding report from the Head of Service.
For any queries contact: Service Manager, QA&R / Principal Officer for Health and Wellbeing. Good Practice Standards for Children, Families & Community Health This document sets out the standards of service we work to and against which we are measured in the quality assurance framework. The standards will be applied in day to day practice by Team and Assistant Team Managers who will use their professional judgement as to whether that standard has been met in that particular case. The threshold for professional judgments will also then in turn be tested in a variety of audits, practice checking and benchmarking across teams and managers Standards Overview: 1. In all our activities, the child s best interests will come first; 2. In our assessments and work we aim to understand and improve the child s lived experience; 3. Work is carried out in partnership with parents and carers to enable them to meet their responsibilities and achieve the best outcomes; 4. Children have a right to be involved in decisions that affect them; 5. In all our work, we will maintain an awareness of equal opportunities and the 6. impact of discrimination; 7. We will work closely with other agencies to improve support that is offered to 8. children, young people and families; 9. Work with children and families are undertaken within the legislative framework and makes use of best practice guidance; 10. Our records are accurate, complete and demonstrate the child s story; 11. Work with children is managed and supervised to achieve the best possible outcomes; 12. We treat children, families and our working partners with courtesy and respect. Standard 1 In all our activities, the child s best interests will come first. 1.1 We will follow the LSCB policy and procedures to ensure that children are safeguarded from harm. 1.2 Children s needs are identified and assessed using the agreed assessment processes, tools and frameworks related to the professional role of the worker. 1.3 Children are supported to achieve and enjoy their full potential in all aspects of their development. 1.4 We will ensure that our work promotes permanency for children either in their birth families or in alternative permanent arrangements.
Standard 2 In our assessments and work we aim to understand and improve the child s lived experience. 2.1 Children are seen alone, where appropriate, observed and communicated with according to their developmental needs and in accordance with the plans for them. 2.2 Intervention with children is timely and responsive to risk and need. 2.3 Children s identity is promoted (through life story work for children looked after and ensuring that they have personal possessions and family material) 2.3 All Plans for children will be focused on improving outcomes and the child s daily lived experience. Plans will be SMART and written in language that is understood by parents, carers and partners. Standard 3 Work is carried out in partnership with parents and carers to enable them to meet their responsibilities and achieve the best outcomes. 3.1 Planning and decision making promotes the child s upbringing within family and community networks wherever possible. 3.2 Parents and carers are engaged in assessment, planning and implementation of services to their family. 3.3 Parents and carers are treated with respect and encouraged to express their views and potential solutions to current issues. 3.4 Parents and carers are advised clearly about concerns and what needs to change to keep their children safe. 3.5 Contact is maintained between children and their families and communities wherever possible for children looked after. 3.6 In the event that children cannot live with their parents, all steps possible will be taken to ensure that they can remain within their extended networks wherever possible. Standard 4 Children have a right to be involved in decisions that affect them. 4.1 Children s rights are promoted in all areas of work. 4.2 We will use a variety of tools to enable children to communicate their lived experience, their worries and hopes to us.
4.3 We run our meetings to enable children s participation wherever possible. Where they can or should not attend, we will use a variety of methods to ensure that their views are taken into account. Standard 5 In all our work, we will maintain an awareness of equal opportunities and the impact of discrimination. 5.1 Our work challenges organisational culture and practices which may contribute to discrimination and disadvantage. 5.2 Casework addresses and respects individual s race, culture, language and religion. 5.3 Work takes into account the impact of social disadvantage in neighbourhoods, networks and communities. 5.4 We advocate with and on behalf of children, parents and carers to enable themto access sources of support. Standard 6 We will work closely with other services and agencies to improve support that is offered to children, young people and families. 6.1 Assessments, plans and reviews take full account of the information and professional opinions 6.2 Plans for children are holistic and use the resources of the wider family and partner agencies. 6.3 Working relationships with agency partners are professional and responsive in including and engaging local agency forums and lead professionals. 6.4 Communication with agency partners is clear, timely and proportionate to the child s needs. This includes a commitment to share information as appropriate. 6.5 Active steps are taken to resolve conflicts should they arise between teams, services and agency partners. 6.6 In cases concerning child protection, comprehensive agency checks will be undertaken by social workers. Standard 7 Work with children and families are undertaken within the legislative framework and makes use of best practice guidance. 7.1 Work is in accordance with legislation, guidance and local policy and procedure.
7.2 Work is undertaken with due regard to the national minimum standards, best practice guidance and is informed by the best evidence available including research findings. 7.3 Work is in accordance with the principles of Best Value. 7.4 Work will contribute towards self-evaluation and external inspection. Standard 8 Our records are accurate, complete and demonstrate the child s story. 8.1 Case recording is up to date and demonstrate the purpose and outcome of each contact. We will avoid the use of jargon and acronyms wherever possible. 8.2 All relevant basic details concerning the child are reflected on the case record and are up to date. 8.3 There is a genogram, care plan and chronology for each child receiving a service. These adhere to the good practice guidance. 8.4 Recording is concise, analytical and distinguishes between fact and opinion. 8.5 Information about the child is written and stored in accordance with Data Protection and Information Sharing protocols. Standard 9 Work with children is managed and supervised to achieve the best possible outcomes. 9.1 Managers use agreed systems to ensure that children receive a timely and appropriate service. 9.2 Work is allocated to suitably trained and qualified staff, who fully understand what is required of them. 9.3 Management accountability and decision making is evidenced at all stages of work with the child from referral to closure. 9.4 Managers audit case records on a regular basis and require action to be taken where necessary. 9.5 Good practice is promoted and recognised. 9.6 Reflective supervision takes place regularly and outcomes and decisions are recorded. 9.7 Managers critically evaluate the work of their staff and actively challenge poor practice, delay and drift in decision making. Standard 10 We will treat children, families and our working partners with courtesy and respect.
10.1 Communication through email, telephone and letter will be timely, polite and responsive. 10.2 We will be punctual for meetings and visits and if we are unavoidably delayed, we will explain and apologise. 10.3 The Council will take responsibility for resolving any inter-service issues without involving service users or partners