Four Square (Scotland) - Stopover Housing Support Service 40 Grove Street Edinburgh EH3 8AT Telephone: 0131 229 6907 Type of inspection: Announced (short notice) Inspection completed on: 25 January 2017 Service provided by: Four Square (Scotland) Service provider number: SP2004005793 Care service number: CS2004062574
About the service Four Square is a voluntary organisation with 35 years of experience with homelessness. Four Square Stopover provides a housing support service to 40 plus young people, aged 16 to 25 years, who are homeless or do not have a safe place to live. The service operates at three locations in Edinburgh. The Stopover component provides time limited emergency accommodation for 16 young people in shared flats. Number 20 provides longer term supported accommodation for six young women in single flat accommodation. Eighteen single tenancy 'Training Flats' provide longer term placements working toward young people securing their own tenancy. The service also runs a 'Foyer' programme, a project that covers aspects of employability and education relevant to young people's aspirations. Young people involved in the programme can achieve SQA Employability Award Grade 4. All aspects of the service work with young people to assist them to secure and acquire the skills to maintain their own tenancies. The service has very good links with other agencies involved in assisting vulnerable young people. The stated aims of the service include: 'To provide good quality temporary accommodation for young people without a safe place to live. To assist young people to work toward independent living and the ability to exercise control over their own lives. To work with young people to help them secure appropriate permanent housing'. What people told us Our Young Inspection Volunteer met with seven young people who used the service. Young people's views of the service were positive and they stated that they enjoyed very good relationships with staff. They stated that the service was helping them achieve their goals and they felt "that the staff supported them very well". They said that they felt "safe within the service". They were happy with the standard of their accommodation. They said that they felt "well respected and were treated with dignity from all the staff". They felt that "they had a choice and their support plan was tailored and personalised to them". They stated that they "knew who the manager was and how to contact her if they ever needed to". They said that "staff take their concerns seriously and that staff in general were respectful and capable of doing their job". page 2 of 9
One young person commented that "all staff were very helpful and he had especially been given support with budgeting and paying off all his debts". One young person stated that "Stopover saved my life". One young person said that they felt "very safe in the environment as staff are nice generous people". One young person stated that they "got on really well with staff. They are nice and very supportive". One young person felt that "all staff treat her with dignity and respect". Young people liked that they could decorate their own rooms. One young person commented that there was "loads of support in place to help service users transition into permanent accommodation". Overall staff were "very nice, supportive and respectful". One young woman told us that she did not always feel safe in the kitchen and living area as there was no CCTV. (See Recommendation 4). Young people would like WiFi. Young people would like their own showers. Our Young Inspector Volunteer concluded that, "Overall there was a good vibe from both services (Stopover and Number 20) and services users' feedback was very positive from a wide range of young people who had been there varying lengths of time. Staff were very nice and friendly and told us a little bit about what they do before we started. Seemed a really nice place to stay". We also received fifteen Satisfaction Questionnaires from young people. Views of the service were very positive, with five young people 'Agreeing' and ten young people 'Strongly Agreeing' with the statement 'Overall, I am happy with the quality of care and support this service gives me'. In response to the statement 'Staff treat me with respect', four young people 'Agreed' and eleven young people 'Strongly Agreed'. Comments included: "This is a unique service that will help me get and keep a permanent tenancy". "I think all young people should have a service like this". "I feel safe in Number 20". "The staff are lovely and kind". "Number 20 is a lovely place to stay". "Staff are amazing". "I raised an issue with staff and they took it on board". "The service is really good". page 3 of 9
"I now have a job with prospects and I'm about to move in to my own tenancy". "I feel I am making progress here". "I get on well with all the staff". We received seven e-mail responses from placing social workers and had a telephone conversation with one other. Views of the service were very positive with staffing and communication being highlighted as particular strengths, although one social worker felt communication was poor. Comments included: "The staff were warm and friendly in their manner and flexible in their approach". "I found the staff, warm, friendly and very approachable as well as very forgiving and understanding of (young person) and her history/needs". "The quality of care provided by Stopover is excellent. Clients have the opportunity to plan and get support with their current and future housing needs". "The staff is client centred, exceptionally caring and do all they can to ensure that clients are safe and having their needs met". "The management is open and flexible - communication between the service and me is of a high standard". "Through their key work system clients are supported holistically and are able to access other specialised support agencies". "Communication poor with me - a high standard of property provided - (staff member) seemed very competent". "Stopover and the training flats are a brilliant resource for young people in Edinburgh. The quality of the service is high". "The staff team are wonderful, helpful, friendly and a hard working bunch". "(communication) is fantastic, they are great at keeping all involved parties in the loop or organising multi agency meetings when needed". "My young person has really appreciated the support she has received from the Four Square staff - they have provided an excellent level of support to my young person". "I have been kept up-to-date with relevant information". "A supported and safe environment; this allowed her (young person) to develop her confidence and independent living skills". "Staff members were helpful and committed to working with young people in often difficult circumstances". "Excellent management, professional staff and responsiveness to requirements". "I was satisfied that (young person) was included and involved in the key decisions being made with him/about him/for him". page 4 of 9
"Staff do the very best they can - they go the extra mile - they are motivated, skilled and resilient". "Communication is very open, appropriate and positive". "Staff are insightful and have very good engagement skills - management provide sound overview and communication is good". Self assessment We received a fully completed self assessment. We were satisfied with the way they had completed this, with relevant information under each heading we grade them under. They identified what they thought they did well, some areas for improvement and any changes they planned. Young people had been involved in compiling the self assessment. From this inspection we graded this service as: Quality of care and support Quality of staffing Quality of management and leadership 5 - Very Good 5 - Very Good not assessed What the service does well We looked at the Quality Themes of 'Care and Support' and '' at this inspection. We found that the service operated to a very person-centred ethos that respected the individuality, rights and wishes of young people using the service. Young people using all aspects of the service received very good support and guidance regarding finance, education, employment, health and emotional issues within their lives. This meant that young people were well equipped and prepared to manage their own tenancy. The service ran a 'Foyer' programme, a project that covers aspects of employability and education relevant to young people's aspirations. Young people involved in the programme could achieve SQA Employability Award Grade 4. We saw that the service worked very well with stakeholders including GP, Community Psychiatric Nurse (CPN), Through Care and After Care, Child and Adolescent Mental Health Service (CAHMS), Housing agencies and Social Work. A Dentist and an Optician visited the service periodically. Young people were encouraged and facilitated in taking part in activities including cycling, walking and visits to the gym. All young people involved in the service had access to Community Leisure Access cards, which allowed admission to gyms, fitness centres and swimming pools. Cooking evenings encouraged healthy eating. We found that the service worked very well in helping young people manage their medical conditions. page 5 of 9
We saw that workshops were held regularly regarding alcohol and substance misuse. These inputs meant that young people were encouraged to lead a healthy life style and to access appropriate health resources. Very good quality Support Plans and Risk Assessments were in place and they were reviewed regularly. Each plan, and each key worker discussion, addressed health and wellbeing, training and education and agreed action points. This latter agenda item provided young people with agreed targets and goals as they acquired skills and knowledge relevant to achieving a good quality of life. We saw very good examples of young people being assisted in developing better self-esteem, improved personal care, managing health conditions and sexuality issues. We also saw that young people could be helped with literacy issues if required. We saw that young people participated fully in their support assessment, planning and review. Effective Key Working arrangements were in place to ensure young people 'owned' their package of support. Systems to encourage service user participation had been established and were working very well. These included weekly key working meetings, group social events, cooking evenings and 'You Said, We Did' activity. Young people's views were sought and, where appropriate, acted upon regarding all areas of the service, including the recruitment of staff and the Self Evaluation for the Care Inspectorate. We saw that young people were able to raise issues with the Board. 'Exit' questionnaires and interviews were used to gather views on general or specific issues relating to the service. Young people told us that they held the service in very high regard and particularly valued their relationships with staff and managers. We found the service to be very well-managed and staffed, with a culture and ethos of person-centred practice. Managers and staff worked very well together as a team. Very good staff meeting and staff supervision arrangements were in place. Staff told us that they felt supported in their work. Staff held a broad range of appropriate qualifications ranging from SVQ 3 to Masters Degree in Social Work. Staff had access to training and development opportunities including First Aid, Food Hygiene and Conflict Resolution. Managers were registered with the Scottish Social Services Council (SSSC) and staff were qualified to a level that will allow registration in 2020. Staff evidenced a very good understanding of child protection and protection of vulnerable groups. This meant that young people were safe. Staff operated to the SSSC Code of Practice and the National Care Standards. Copies of both were made available to young people alongside the most recent Care Inspectorate report. What the service could do better page 6 of 9
Given the age of young people and their vulnerability, the service should provide staff with training/briefing on Child Sexual Exploitation (CSE). The Child Protection Policy should include a statement on CSE. (See Recommendation 1). We were told that staff did not have the very good access to training and development opportunities noted in previous inspection reports. (See Recommendation 2). The creation of a new external management post, Social Care Manager, is to be welcomed. It was not clear if this would affect the Registered Manager status of the Project Manager. (See Recommendation 3). One young woman told us that she did not always feel safe in the kitchen and living area as there was no CCTV. This view should be explored. (See Recommendation 4). Consideration should be given to supplying young people with access to WiFi. Requirements Number of requirements: 0 Recommendations Number of recommendations: 4 1. The service should provide staff with training/briefing on Child Sexual Exploitation(CSE). The Child Protection Policy should include a statement on CSE. National Care Standards Housing Support Services - Standard 3: Management and Arrangements. 2. Staff should have access to a range of training and development opportunities. National Care Standards Housing Support Services - Standard 3: Management and Arrangements. 3. The role of the soon to be appointed Social Care Manager should be clarified, in particular as to how it will affect the Registered Manager status of the Project Manager. National Care Standards Housing Support Services - Standard 3: Management and Arrangements. 4. One young woman told us that she did not always feel safe in the kitchen and living area as there was no CCTV. This view should be explored. National Care Standards Housing Support Services - Standard 4: Housing Support Planning. page 7 of 9
Complaints There have been no complaints upheld since the last inspection. Details of any older upheld complaints are published at www.careinspectorate.com. Inspection and grading history Date Type Gradings 11 Feb 2015 Unannounced Care and support 5 - Very good 5 - Very good Management and leadership 5 - Very good 7 Aug 2013 Unannounced Care and support 5 - Very good 5 - Very good Management and leadership 5 - Very good 24 Aug 2011 Unannounced Care and support 5 - Very good 5 - Very good Management and leadership 20 Oct 2009 Announced Care and support 5 - Very good 5 - Very good Management and leadership 2 Jul 2008 Announced Care and support 5 - Very good 4 - Good Management and leadership 4 - Good page 8 of 9
To find out more This inspection report is published by the Care Inspectorate. You can download this report and others from our website. Care services in Scotland cannot operate unless they are registered with the Care Inspectorate. We inspect, award grades and help services to improve. We also investigate complaints about care services and can take action when things aren't good enough. Please get in touch with us if you would like more information or have any concerns about a care service. You can also read more about our work online at www.careinspectorate.com Contact us Care Inspectorate Compass House 11 Riverside Drive Dundee DD1 4NY enquiries@careinspectorate.com 0345 600 9527 Find us on Facebook Twitter: @careinspect Other languages and formats This report is available in other languages and formats on request. Tha am foillseachadh seo ri fhaighinn ann an cruthannan is cànain eile ma nithear iarrtas. page 9 of 9