ࡱ>  bjbj00 u ZgZgB$B$$$$$$$$&|$pZ(****!.Rs01Xapcpcpcpcpcpcp$svp$w1-@!.w1w1pB$B$**pa6a6a6w1.B$R*$*apa6w1apa6a6$h{$"[n*9l41k>Mpp0pk~w5dw|[n[n&w$nw1w1a6w1w1w1w1w1pp6^w1w1w1pw1w1w1w1ww1w1w1w1w1w1w1w1w1X #: SCHEDULE 3 - SERVICE SPECIFICATION  Services monitored and funded by the Vale of Glamorgan Council Housing Support Grant Programme in partnership with the Welsh Government. CONTENTS  TOC \o "1-1" \h \z \u  HYPERLINK \l "_Toc260223837" 1. INTRODUCTION  PAGEREF _Toc260223837 \h 3  HYPERLINK \l "_Toc260223838" 2. SERVICE TYPES  PAGEREF _Toc260223838 \h 3  HYPERLINK \l "_Toc260223839" 3. CLIENT GROUPS  PAGEREF _Toc260223839 \h 3  HYPERLINK \l "_Toc260223840" 4. WHO CAN ACCESS THE SERVICE  PAGEREF _Toc260223840 \h 4  HYPERLINK \l "_Toc260223841" 5. service aims  PAGEREF _Toc260223841 \h 4  HYPERLINK \l "_Toc260223842" 6. OUTCOME framework  PAGEREF _Toc260223842 \h 5  HYPERLINK \l "_Toc260223843" 7. DURATION OF SERVICE  PAGEREF _Toc260223843 \h 7  HYPERLINK \l "_Toc260223844" 8. ACCREDITED SUPPORT PROVIDER  PAGEREF _Toc260223844 \h 7  HYPERLINK \l "_Toc260223845" 9. SERVICE DETAILS  PAGEREF _Toc260223845 \h 7  HYPERLINK \l "_Toc260223846" 10. Referral and responses  PAGEREF _Toc260223846 \h 7  HYPERLINK \l "_Toc260223847" 11. Accessibility and promotion of the service  PAGEREF _Toc260223847 \h 8  HYPERLINK \l "_Toc260223848" 12. Providing and reviewing Support  PAGEREF _Toc260223848 \h 9  HYPERLINK \l "_Toc260223849" 13. ACCOMMODATION BASED SUPPORT  PAGEREF _Toc260223849 \h 9  HYPERLINK \l "_Toc260223850" 14. Consultation and service improvement  PAGEREF _Toc260223850 \h 9  HYPERLINK \l "_Toc260223851" 15. Ending support  PAGEREF _Toc260223851 \h 10  HYPERLINK \l "_Toc260223852" 16. Review and monitoring requirements  PAGEREF _Toc260223852 \h 10  HYPERLINK \l "_Toc260223853" 17. Staffing and managing the service  PAGEREF _Toc260223853 \h 11  HYPERLINK \l "_Toc260223854" 18. HEALTH AND SAFETY 12  HYPERLINK \l "_Toc260223854" 19. Service details Community Mental Health Scheme 12  INTRODUCTION The Supporting People Programme funds, monitors, reviews and commissions housing-related support services which are high quality, strategically relevant, cost effective and reliable. The aim of the Supporting People programme and therefore housing-related support services is, through the provision of support, to: enable vulnerable people to increase or maintain their independence, prevent people from becoming homeless, meet the needs of people who have experienced homelessness, meet the needs of people who may be threatened with homelessness in the absence of housing-related support and to maintain individuals tenancy and accommodation. Housing-related support services are complementary to a variety of existing care, support, mediation and advice services; they should work alongside and co-operate with these services but also recognise that they are unique in the support they provide. Housing-related support services will be led by the service users identified needs and outcome focused. This service specification describes the service that will be delivered, the desired outcomes that are expected and the processes that will be followed. This service specification applies to housing-related support services which are funded by Supporting People Programme Grant only. SERVICE TYPES This service specification applies to housing-related support services which include, but are not limited to: direct access accommodation shared temporary accommodation supported housing shared housing floating support preventative work crisis intervention low level and ongoing support Service providers will comply with the Welsh Governments Supporting People Programme Grant Guidance (2013) in relation to eligible client groups for each service type. CLIENT GROUPS This service applies to housing-related support services which are delivered to the following client groups: People fleeing domestic abuse (female service users) People fleeing domestic abuse (male service users) People with a learning disability People with development disorders (i.e. autism) People with mental ill-health People with an alcohol dependence People with a drug dependence Refugees with support needs People with physical disabilities Young and vulnerable people Ex-offenders and those at risk of offending People who are homeless or potentially homeless People with chronic illness Vulnerable parents Vulnerable older people The guidance in Section 7 of the Home Office publication Immigration Directorate Instructions (Nov 2008) in relation to an individuals eligibility for public funds will be followed. The service will have a specific eligibility criterion developed by or in partnership with the Supporting People Team. WHO CAN ACCESS THE SERVICE The service is accessible by: vulnerable people who have an assessed housing support need that would be likely to lead to the user becoming or remaining homeless, or who live in an institutional residential environment vulnerable households or individuals aged 16+ vulnerable people who have or will secure as part of the service, an identified property which is their sole or main residence, and which they have a legal right to occupy, including: Supporting People funded housing-related support services exclude those individuals seeking leave to enter and / or remain in the UK. The contract may specify additional access or exclusion criteria that are specific to the service. service aims The Welsh Governments Supporting People Programme Grant Guidance (2013) states that: Housing-related support is provided to help vulnerable people develop or maintain the skills and confidence necessary to live as independently as possible. It has housing and preventing homelessness or people living in inappropriate institutional settings, at its core. and, Housing-related support is a front line support service which provides essential help with life skills such as managing a tenancy, dealing with other agencies and/or budgeting which are an integral part of living independently. Housing related skills would be those that, if not of an adequate level, would lead to a breakdown in the individuals right or ability to continue living in their home, for example: The ability to pay ones housing costs, (rent, mortgage etc) in order to avoid losing possession, the ability to pay ones utility bills and arrange for the proper provision of services which keep the home fit for habitation, the ability to maintain the security of the home, such as maintaining technical devices or controlling visitor access, the ability to maintain health and safety in the home, including the safe condition of the building, the safe use of appliances, and hygiene, the practical living skills necessary to live independently, such as cooking, and knowledge of nutrition or domestic chores such as laundry, the ability to establish a stable place within the community, for example use of community facilities or the resolution of disputes with neighbours. In addition, the service will: Deliver housing-related support which reduces: Occurrences of tenancy breakdown and/or individuals losing their homes, individuals presenting as homeless , incidences of repeat homelessness, inappropriate use of temporary accommodation, crisis which lead to admissions to hospital, delayed hospital discharges, inappropriate use of residential and institutional care and the use of intensive, crisis and emergency services. Deliver housing-related support which promotes: Maximising and maintaining independent living, a choice of housing and tenure options, living within a suitable environment which meets the individuals needs, developing skills to maintain their tenancy/accommodation, safety and security of accommodation, access to health care both planned and emergency, a stable lifestyle, social inclusion, community cohesion, employment, training, and education opportunities, financial management, inclusion, and awareness and access and / or sign posting to other local services. The service will be flexible in order to respond to the diverse range of needs presented by individuals. The service provider will ensure appropriate staff and support hours are available to meet individuals identified needs. The service will work in partnership with other agencies. The service will be professional and responsive. The service will consider equal opportunities in all its activities, policies and procedures. OUTCOME framework This service specification reflects the outcomes required by the Vale of Glamorgan Council Supporting People Team. The outcomes outlined below are those achieved as a result of the housing-related support provided to the individual. Whilst also important, it should be noted that outcomes are not merely outputs or service user satisfaction. There are a number of tasks included In Appendix 1 as examples of the support and activities that could be provided to achieve the desired outcomes. The list is not exhaustive but indicative of the types of tasks the Supporting People Team would expect to be provided. The key principles of the Outcome Framework are that: People have the right to aspire to safe, independent lives within their community and the financial security and health to enjoy that life. People differ in the barriers they face in achieving these aspirations. Housing related support seeks outcomes for people that are steps on the way towards these ultimate aspirations. Outcomes should be person centred, purposeful, negotiated and agreed with the individual and, if appropriate, with their advocates, supporters or carers through the support planning process. Outcomes will be achieved through support interventions that resolve identified need and enable maximum possible control, involvement and understanding for an individual across the outcome areas. The following points should be noted in relation to outcome measurement: Specific core outcomes will be achieved when all the identified needs relating to that outcome have been successfully addressed and individuals are independent of support in that area or when an individual has reached their optimal capacity in that outcome area but continue to receive support to maintain their independence. Outcomes will be evidenced through clear support planning processes which evidence that assessed needs have been met or are being met. The following guidance is not exhaustive and individual services, groups of services or organizations may focus their support activity in different ways. Services may therefore develop their own service specific set of outcome indicators in discussion with the Supporting People team. It is also accepted that for some services the threshold for achieving an outcome may not be at the point where an individual no longer requires support but at a point when they are as independent as they are able to be with continuing support to maintain their independence. Many individuals will not have support needs in all the outcomes areas identified in the core set. Where an individual does not have needs identified in a particular outcome area then this should be reported as not relevant to their needs. Where individuals have a number of needs relating to a specific outcome then the overall outcome is only achieved when all of those needs have been addressed. Where support is still actively working to achieve support plan aims based on identified needs then the outcome is only partially achieved. The nationally developed Supporting People Outcome Framework requires housing-related support services to: Promote personal and community safety, by evidencing that people are: feeling safe and contributing to the safety and well-being of themselves and of others Promote independence and control, by evidencing that people are: managing their accommodation, managing relationships and feeling part of the community Promoting economic progress and financial control, by evidencing that people are: managing money, engaging in education/learning and engaged in employment / voluntary work Promoting health and wellbeing, by evidencing that people are: physically healthy, mentally healthy and leading a healthy and active lifestyle DURATION OF SERVICE The service will assist progress to independence and will not provide ongoing support. The length of time a support service is received will be based on individual needs and progress and must be based on cycles of support planning. Flexibility is allowed in order to best meet the needs of the individual being supported. In the event that a service users access to support needs to be extended beyond 2 years this will be agreed by the Supporting People team and the service provider on a case by case basis. ACCREDITED SUPPORT PROVIDER The Vale of Glamorgan Council will be the service commissioner and the organisation delivering the service must be an Accredited Support Provider. SERVICE DETAILS The service provider will complete an Housing Related Support Referral form (HRS) for each service user to assist the Supporting People team in the planning and development of future services. The service provider will access or signpost service users to other local services and work with them in order to achieve positive outcomes for the service user. The following service requirements are not included in this generic service specification, but all or a number of them will be included in either the contract between the service provider and the Vale of Glamorgan Council or in an additional service specification for the specific service required. These include: Specific client group/s Service type Level of support; low, medium or high Number of units of support / support hours available Pre and post service support Reserving places in accommodation based services Specific requirements dependent on service type Referral and responses Referrals to the service can be made by statutory services, voluntary and charitable agencies, private sector service providers or by the individual themselves. If the service is a floating support service which forms part of the Councils Tenant Support Schemes, the services will receive referrals from the Supporting People Team. A risk assessment will be completed by the service provider for each service user accepted onto the service. An initial assessment of need will be completed by the service provider for each service user accepted onto the service. This will be done in partnership and agreement with the service user. The service provider will carry out the initial assessment of need in the individuals own home, unless a risk has been identified in doing this or if the individual is in institutional care (i.e. hospital, prison). The initial assessment of need will identify and record the service users needs, including those which arise from specific ethnic, religious, cultural, gender, sexuality, disability or age requirements. The following service requirements are not included in this generic service specification, but all or a number of them will be included in either the contract between the service provider and the Vale of Glamorgan Council or in an additional service specification for the specific service required. These are detailed below: Access criteria Referral routes Referral policy and procedure Procedure for providing additional hours of support, supporting additional clients and exceeding the 2 year period of support Exclusions Accessibility and promotion of the service The service provider will maximize the accessibility of the service for minority and hard to reach groups. Information about the service will be easily obtainable and accessible. Information about the service will be made available to prospective and current service users, their families, professionals and other relevant parties upon request. The service provider will consider providing information about the service in Welsh and other language in line with the Equal Opportunity Policy. Where possible, information will be available in a variety of ways to ensure that the needs of service users with specialist needs (e.g. language, sensory impairment, accessibility) are met. Support will be provided to the service user at a convenient time, within agreed service hours. Support will be provided to the service user in their own home upon completion of a satisfactory risk assessment. If it is deemed unsafe or unsuitable to support an individual in their home an alternative location will be named and agreed by the service provider and service user. Support can be provided at an alternative location (e.g. Job Centre) for practical support; however it is not anticipated for every support visit. The location should be suitable for confidential discussions. The service will not support service users to live in unsuitable accommodation. The service will demonstrate a commitment to multi-agency and partnership working within the requirements of the Freedom of Information and Data Protection Acts. The following service requirements are not included in this generic service specification, but all or a number of them will be included in either the contract between the service provider and the Vale of Glamorgan Council or in an additional service specification for the specific service required. These are detailed below: The days of the week and hours of the day that support will be accessible. Requirements for ensuring minorities and hard to reach groups are able to access and benefit from the service. Requirements for managing risk. Which relevant partners and professionals need to be made aware of the needs of the individual and the outcomes achieved. Providing and reviewing Support A support plan will be in place for each service user. Support plans will: Be carried out in collaboration with and agreed by the service user, identify and record the service users identified needs, including those which arise from specific ethnic, religious, cultural, gender, sexuality, disability or age requirements, be reviewed and documented in a consistent and systematic manner, be reviewed formally every 3 months and informally after each support session, be reviewed if requested by the service user and be available to all relevant staff. Outcomes will be reviewed and documented in a consistent and systematic manner. Quantitative and qualitative information relating to outcomes will be reported to Supporting People as per the requirements of the Outcomes Framework. Where outcomes are prevented from being achieved or when there are barriers to achieve them caused or related to statutory Council run services this should be reported to the Supporting People Manager. Where the same outcomes are regularly prevented from being achieved or there are barriers to achieve them due to a recurring issue or problem this should be reported to the Supporting People Manager. The following service requirements are not included in this generic service specification, but all or a number of them will be included in the contract between the service provider and the Vale of Glamorgan Council. These are detailed below: Number of hours of support each unit will receive per week. Minimum number of people the service will need to support Policy and procedures relating to the Outcome Framework. ACCOMMODATION BASED SUPPORT If the support provider is a Housing Association or has a landlord role the most secure form of occupancy should be offered; usually this will be an Assured Shorthold Tenancy. A risk assessment will be completed prior to referral into an accommodation based service as part of the referral process. Consultation and service improvement The service provider will ensure that service users actively participate in the support planning process. The service provider will conduct meaningful and appropriate consultation and participation exercises with service users to maintain and continuously improve service delivery, this should include an annual service user survey. All service users will be given a copy of the service providers complaints, comments and compliments policy and procedure. All service users will be given a copy of the Vale of Glamorgan Councils complaints, comments and compliments policy and procedure as the service commissioner. The service provider will publicise the complaints procedure and that ensure it is accessible to service users and efficient at addressing the issues raised. Where the issue is not resolved to the satisfaction of the complainant they will be given the opportunity to appeal to the Vale of Glamorgan Council in their role as the Commissioner. If a complaint is received that relates directly to the quality of the service or the support provided the service provider must inform the Supporting People Team. If the support provider is a Housing Association complaints will be dealt with in line with the statutory obligations. Where appropriate service users will be supported to make a complaint. If all of these routes are exhausted the service user is able to make a complaint to the Public Ombudsman for Wales. Ending support Each service will have a process in place in order for support to be withdrawn from the service user. The Councils Community Mental Health support service, will be withdrawn if: Continual support has been received for 2 years, the service user is unwilling to engage with the service provider and / or the support planning process, the service user has failed to meet the service provider and efforts have been made by the service provider and the Supporting People Team to resolve this, the risk to support staff is unmanageable, the service no longer meets the service users needs, the service user has been referred to a more appropriate service or the service user no longer requires support. If the service user does not engage with their allocated CMHS floating support service then the service provider should liaise with partners involved with the individual, including statutory agencies and support workers to agree a way forward. Withdrawal of support due to non-engagement must be agreed by the Supporting People Team. If upon leaving the CMHS floating support service the service user is still assessed as vulnerable, an offer or referral to an appropriate alternative support service should be made by the support provider. The following service requirements are not included in this generic service specification, but all or a number of them will be included in either the contract between the service provider and the Vale of Glamorgan Council or in an additional service specification for the specific service required. These are detailed below: Reasons why support can / will be withdrawn from a service user in an accommodation based service. Process for non-engagement in an accommodation based service. Process to end support in an accommodation based service. Process to refer on to a more suitable service. Review and monitoring requirements The service provider will undertake their own internal service reviews, at least annually, the aim of which is to establish whether: All mandatory practice options are being pursued in order to meet service aims, any relevant non-mandatory practice options are also being pursued in order to meet service aims, any service variation options for which funding is being received is undertaken. The Welsh Government will monitor and evaluate SPPG funded housing-related support services (see the Welsh Governments Supporting People Programme Guidance (2013) chapter 7). The Vale of Glamorgan Council Supporting People Team, in their role as Commissioner will: Monitor service provider compliance with the Welsh Governments Supporting People Programme Grant Guidance (2013), conduct an enquiry in response to any allegations of mismanagement or abuse and address identified issues, assess the strategic relevance of the service provided, review the service annually as part of the Annual Return to the Welsh Government. Staffing and managing the service The service provider will establish a dedicated team that will deliver the housing-related support service. Staff will be recruited according to the service providers Recruitment and Selection Policy, including the requirement for: satisfactory references, a probationary period All staff who come into contact with service users, will be subject to a Disclosure and Barring Service (DBS) check on their appointment to the post and ongoing checks as part of their contract of employment. Staff awaiting a DBS check will not be able to commence work in the service. All staff will: Have the appropriate skills and experience to fulfil their role, have a clear understanding of the their roles and responsibilities, know to whom they are accountable, receive an induction within 3 months of employment commencing, have access to appropriate training and specialist training as appropriate to enable them to undertake their responsibilities effectively. Staff who line manage staff should receive all relevant training to enable them to support front line staff, receive regular formal supervision and an annual appraisal, identify training and support needs as part of their supervision and appraisal Systems used to manage the service can be audited independently in order to ensure the confidentiality of service user. The management structure will be organized appropriately to ensure the service is run safely and effectively. Arrangements will be in place to cover staff absence and for the level of service to be maintained at all times. In the event of a significant disruption that would limit or prevent the service being provided the service provider will inform the Supporting People Manager. The following service requirements are not included in this generic service specification, but all or a number of them will be included in either the contract between the service provider and the Vale of Glamorgan Council or in an additional service specification for the specific service required. These are detailed below: Staffing provision and team structure. Specific training requirements. HEALTH AND SAFETY The service provider will have a Health and Safety Policy that: Is under 3 years old or has been reviewed within the last 3 years and includes arrangements for lone workers. Support workers and staff will: Be aware of the Health and Safety Policy and act upon the concerns raised by service users. Service users will: Be made aware of the Health and Safety Policy and know how to report Health and Safety concerns. Service details Community Mental health Scheme Community Mental Health scheme: Floating support for service users with mental health issues 19.1 The provider will provide 15 units of service per week; each unit will provide 4 hours of support per week as agreed between commissioner and provider. This service also includes Crisis support for individuals who are at urgent risk of homelessness and will be supported by one Full Time Mental Health Links Worker Introduction The Supporting People Programme funds, monitors, reviews and commissions housing-related support services which are high quality, strategically relevant, cost effective and reliable. The aim of the Supporting People programme and therefore housing related support services is, through the provision of support, to: Enable vulnerable people to increase or maintain their independence. Prevent people from becoming homeless Meet the needs of people who have experienced homelessness Meet the needs of people who may be threatened with homelessness in the absence of housing related support and to Maintain individuals tenancy and accommodation Housing related support services are complementary to a variety of existing care, support, mediation and advice services; they should work alongside and co-operate with these services but also recognize that they are unique in the support they provide. Housing related support services will be led by the service users identified needs and be outcome focused. This service specification describes the service that will be delivered, the desired outcomes that are expected and the processes that will be followed. The service specification applies to housing related support services which are funded by the Supporting People Programme Grant only. Provision/Service Type This service specification applies to a 15-unit floating support service delivering flexible housing related support to people suffering with Mental Health Issues in the Vale with the aim of preventing homelessness. This service includes Crisis support for individuals who are at urgent risk of homelessness who will be supported by the Mental Health Links Worker. Aim The aim of this project is to provide housing support to improve outcomes for people at risk of homelessness to access information, advice, support and resources to enable them to make informed choices. The service working with individual service users involves a tailored support plan that best meets their needs. The plan focuses on both practical and emotional issues, in order that each person has the best opportunity of living independently as a responsible member of their community. The service will work with the service user to develop that persons capacity to live independently in accommodation or sustain his/her ability to do so. While service users will have a variety and individual intensity of need, there is an expectation that support services will over time be reduced as service users achieve higher levels of independence. Therefore, support provision must be needs led, outcome focused and time scaled. The support provider will be responsible for monitoring all aspects of the services provided through the project. This service also aims to provide Crisis support in a timely manner for individuals that require urgent support to prevent homelessness. Flexible Support: The provider will be expected to provide a flexible model of support which is tailored to meet individual needs. The provider will provide 15 units of service per week, 4 hours of support is to be delivered per unit per week to be agreed by commissioner and the provider. 60 hours in total per week. Where appropriate the hours contained in a unit should be shared across multiple service users based on their individual needs. The amount of support each individual service user receives can vary from week to week based on the amount of support required by each person that week as agreed with commissioner and provider. Its not expected that providers will see all service users on a weekly basis as service users with low needs may require less frequent support sessions. In some scenarios several weeks may pass by before the service requires face-to-face support session from the provider. The Provider will need to record the amount of time supporting service users to demonstrate that the number of hours agreed in the contract is being delivered. The provider must keep track of all open cases. If a service user has not engaged with support for six consecutive weeks the provider will close the case and inform the Supporting People Team. Where possible providers are expected to respond to Crisis referrals on the same day. Objectives To meet key objectives identified in the Community Strategy, Local Housing Strategy, Alcohol Misuse Strategy, Together for Mental Health Strategy, The Vale of Glamorgan Domestic Abuse Action Plan, and the Supporting People Local Commissioning Plan covering issues including: Safety and security Economic activity Self - development Health Homeless prevention Eligibility Criteria Access to the service will be determined by the provider who will assess the housing and support needs of the applicant and the suitability of the project to be able to meet those identified needs (in conjunction with other agencies where appropriate). All referrals to the service are made by the Supporting People Team. Service users must: Be given priority when receiving treatment from the Community Mental Health Team. Have at least one of the following SP Areas of need: Mental Health, Alcohol issues, Drug use, Young and vulnerable, Criminal justice issues, Homeless/potentially homeless, Vulnerable parents, Domestic abuse. Be living in the Vale of Glamorgan under any tenure Must agree and engage fully with a support worker to meet the goals identified in an individual support plan which can include training, education or employment. The maximum length of support is two years. In exceptional circumstances support may be extended beyond two years however permission must be sought from the Supporting People Team to do this. Service Specification The support staff will be required to support, enable and assist service users with: Understanding, maintaining and complying with a tenancy agreement. Understanding their housing options and either: accessing alternative permanent accommodation for move on or: target hardening their current property to enable them to remain at their current accommodation. Budgeting and organising finances, including applications for appropriate benefits, ensuring financial support is sought for women who are currently employed. Assisting with developing strategies to reduce any debts and to address financial issues. Acquiring and developing independent living skills. Being able to exercise increasing choice when making decisions about their life. Acquiring practical living skills that enable the individual to manage and maintain a home, such as cooking, cleaning, basic maintenance skills, dealing with correspondence etc. Integration into the wider community. Being empowered to liaise with agencies and organisations and developing support networks to meet the goals identified and achieve positive outcomes for the service user. Continual development and improvement of personal autonomy; developing and maintaining positive social relationships. Maintaining good physical and mental health. Addressing issues in their lives relating to the maintenance and improvement of health. Accessing education, training and employment. Offering information, advice and onward referral, sign posting to appropriate specialist, organisations and agencies such as counselling etc. Offering support to liaise with statutory and non-statutory agencies Assist with maintaining the safety and security of the dwelling, and other issues around personal safety. Ensure that the needs of service user(s) with specialist needs are met e.g. communication and language requirements (Braille, audiotapes, different languages, pictures and symbols). The service will provide a programme of activities offering the service users a wide range of meaningful activities including workshops and training events. Local services are to be utilised as often as possible and links with local education facilities is also expected where applicable. All support will be delivered in line with providers policies and procedures. Individuals will be expected to participate in supportive activities to promote their ability to obtain and maintain their own home. The service will provide housing related support based upon the current outcomes guidance, which may be subject to change, and any measures agreed with the SP team will concentrate on ensuring the individuals are supported to live independently. Referrals All referrals to the service will be made by the Supporting People Team as stated as above. In the case of direct referrals to the scheme the provider must notify the SP team for confirmation they can support the referral. Upon receipt of a referral an assessment will be carried out to determine if the individual is suitable for the direct access accommodation. When the referral has been accepted, an initial assessment of risk and need will be undertaken in collaboration with the individual and a support plan developed to identify goals, including how they will be achieved and monitored in agreement with both parties. Support plans will be regularly revised and updated. The support plan must identify and record the service users needs and work towards achieving their specified outcomes. The provider will record data for the scheme covering ethnicity, religious, cultural, gender, sexuality and disability or age. Each support plan will be reviewed and documented in a consistent and systematic manner to meet changing needs and assess outcomes. A Vale of Glamorgan Housing Related Support Referral will also be completed at this point Withdrawal of support should be done in a planned way with the service user. An exit interview will be conducted at the end of support where when the withdrawal of support has been planned Accessibility The provider is expected to ensure the service is accessible to all individuals and hard to reach groups (who meet the eligibility criteria) by providing a service that is responsive to their needs All relevant professionals will be made aware of the needs of individuals and how the service can meet their needs. The service will need to demonstrate a commitment to multi-agency working whilst working within the confines of the Data Protection Act (DPA) and Freedom of Information (FOI) act. Outcomes Outcomes will be achieved through enabling maximum possible control, involvement and understanding across the following: Promoting Personal and Community Safety OutcomeMeasure of SuccessFrequency of Info.People are feeling safeNo. of people reporting that they feel safe (where appropriate to their needs)6 monthly by completion of Outcomes returns to the Supporting People Team to be verified annually during monitoring/3 yearly during Outcomes Service Evaluation or as required.People are contributing to the safety and wellbeing of themselves and of othersNo. of people reporting that they are contributing to the safety and wellbeing of themselves and others (where appropriate to their needs)6 monthly by completion of Outcomes returns to the Supporting People Team to be verified annually during monitoring/3 yearly during Outcomes Service Evaluation or as required. Promoting Independence and Control OutcomeMeasure of SuccessFrequency of InfoPeople are managing accommodationNo. of people reporting that they are managing their accommodation (where appropriate to their needs)6 monthly by completion of Outcomes returns to the Supporting People Team to be verified annually during monitoring/3 yearly during the Outcomes Service Evaluation or as required.People are managing relationshipsNo of people reporting that they are managing relationships (where appropriate to their needs)6 monthly by completion of Outcomes returns to the Supporting People to be verified annually during monitoring/3 yearly during Outcomes Service Evaluation or as required. Promoting Economic Progress and Financial Control OutcomeMeasure of SuccessFrequency of infoPeople are managing moneyNo of people reporting they are managing their money (where appropriate to their needs)6 monthly by completion of Outcomes returns to the Supporting People Team to be verified annually during monitoring /3 yearly during Outcomes Service EvaluationPeople are Engaging in Education/learningNo. of people reporting they are engaging in education/learning (where appropriate to their needs)6 monthly by completion of Outcomes returns to the Supporting People Team to be verified annually during monitoring/3 yearly during Outcomes Service Evaluation.People are Engaged in employment/voluntary workNo of people reporting they are returning to paid employment or working towards paid employment. No of people reporting they have become involved in voluntary work.6 monthly by completion of Outcomes returns to the Supporting People Team to be verified annually during monitoring/3 yearly during outcomes Service Evaluation or as required. In addition: Each service user has a clear indication of the living skills they will need to live independently. Each service user has begun work on her individual support plan and will be able to continue with his or her progress through the next step change. Most service users will move into their own accommodation in a structured and planned way. Or return to their former property in a safe and planned manner. Any service users has been unable to engage with the support package offered by a Service Provider leaves with a clearer idea of what skills they will need in the future to be able to live independently and integrate successfully within the community in which they choose to live. Service users who are clearly are unready to move to independent accommodation are identified to the statutory services, and supported in making alternative arrangements. Any service user not already engaged in training, education or employment is actively encouraged to do so. That service users accessing the service are assessed as to their homelessness application and assisted in acquiring appropriate permanent accommodation. The potential housing provider has confidence in the Service Providers assessment of a service users ability to sustain independent accommodation. Where appropriate the Provider should deliver support by working closely with Communities First, Families First and Flying Start. Monitoring and Evaluation Requirements The service will be monitored via the Supporting People Team and there will be a contractual obligation for the provider to supply both qualitative performance data via our quarterly and annual monitoring assessment procedures. Financial arrangements will be monitored internally using quality assurance and monitoring arrangements. Both quality of support and subsequent outcome of the service provided will be monitored via the Supporting People Team, Contract Monitoring Officers. APPENDIX 1: OUTCOME FRAMEWORK Promote Personal and Community Safety, by evidencing that people are: Feeling safe: Support needs in relation to improving or maintaining safety & security of accommodation have been met or needs of those experiencing violence, discrimination or abuse have been addressed. Examples of outcome indicators may include: Completion of a home fire safety check, Provision of fire safety equipment, Completion of a home security check, Completion of security improvements to the service users home, Supported to develop routines that improve safety. Enabled access to local residents organisations e.g Neighbourhood watch. Supported to relocate in order to feel safer. Enabled access to community alarms or warden services Enabled an individual to feel safer by providing support that builds their confidence and control. Contributing to the safety and well-being of themselves and of others: Support needs in relation to addressing or reducing offending or anti-social behaviour have been met or needs relating to substance misuse and the care of themselves and other family/household members have been addressed. Examples of Outcome indicators may include: Enabled engagement with probation services, Obtained legal advice and representation Supported to reduce anti-social behaviour or comply with anti-social behaviour orders. Supported to ensure the wellbeing of other family members, Assisted to identify schools and enrol children, Obtained travel passes Supported to identify appropriate childcare, family centres, playgroups etc. Accessed parenting advice, support groups Addressed anti-social behaviour of children. Supported in relation to legal issues with children, Child Protection or Child In Need status. Supported to address the impact of domestic abuse on individuals and their children. Assisted in identifying problem alcohol or drug use and accessed information and advice relating to substance use, Assisted to identify and engage with substance misuse advice and treatment agencies. Supported to act on advice provided by professionals regarding substance misuse. Assisted in following and maintaining a programme of reduction or abstinence. Promote Independence and Control, by evidencing that people are:: Managing accommodation Support needs in relation to preventing or addressing homelessness have been met or support has enabled people to better manage their home and improved their ability to maintain their home. Examples of Outcome indicators may include: Accessed local authority homelessness and prevention services. Supported through the homelessness application process and helped to ensure compliance with information / documentation requests. Supported to access specialist advice, Supported to apply for housing and housing benefit. Assisted to identify appropriate sustainable accommodation and arrange/attend viewings Ensured understanding of tenancy/occupancy agreements. Supported to meet their tenancy obligations, Assisted to acquire suitable furniture and household goods, Supported to identify local services/facilities Helped to arrange utilities and payment mechanisms or manage household budget and bills. Supported in developing their skills in order to manage and maintain their home. Managing relationships Support needs that relate to developing sustained relationships with family, support networks, neighbours and professionals have been addressed. Examples of Outcome indicators may include: Supported to establish contact and build relationships with other people, Supported to build confidence in their interactions, access advice and communicate effectively. Established awareness of the need to change behaviour and accessing services that can assist in making a change to develop healthy relationships. Enabled access to mediation and advocacy services to improve communication and address areas of dispute or conflict. Assisted in dealing with officials, correspondence and administration to ensure effective communication. Feeling part of the community Provision of support to ensure people do not become isolated in their home and are able to integrate successfully within their community. Examples of Outcome indicators may include: Supported to identify personal aspirations and areas of interest, Developed hobbies/interests and improved life skills in their chosen area. Supported to access social situations, support or specific interest groups. Supported to improve self-confidence in social settings or establish and sustain social and support networks Helped to ensure they are able to access their community and the services they need Identified transport options, Addressed mobility issues, Increased confidence in accessing community services and the use of public transport. Promoting Economic Progress and Financial Control, by evidencing that people are: Managing money Support needs in relation to managing personal and household finances have been met so that individuals have optimal control and understanding. Examples of Outcome indicators may include: Supported to claim appropriate benefits and understand entitlements, Supported to access benefits/debt or other advice and act on that advice, Supported to make regular bill payments or set up direct debits, Ensured effective communication with creditors and agreed payment plans Established and managed a personal or household budget, Developed a persons ability to live within their budget or reduced their debts to manageable levels. Engaging in education/learning Support is provided to enable individuals to meet their lifelong learning needs and aspirations. Examples of Outcome indicators may include: Supported to identify education or skill needs, aspirations and career plans. Helped to establish and access learning options, Supported to address financial costs relating to accessing learning, Supported to build a persons confidence in their ability to learn Assisted to access learning opportunities. Supported to access specialist services that provide peer mentoring, skills training or other initiatives that aim to improve literacy and numeracy. Engaged in employment / voluntary work Support is provided to enable people to access paid or voluntary employment opportunities. Examples of Outcome indicators may include: Assisted in identifying individuals skills, experience and interests. Supported to access specialist career and employment advice Supported to access work experience, volunteering advice and services. Assisted in developing a CV, Identified work available and completed job applications. Helped prepare to enter work Assisted to arrange childcare or obtain financial and benefits advice. Promoting Health and Wellbeing, by evidencing that people are: Physically healthy Support enables an individual to successfully address their physical health issues, ensure that their health conditions are managed successfully and that they have optimal control and understanding over their health issues. Examples of Outcome indicators may include: Assisted to engage with primary and specialist health services or social services. Supported to register with a GP or dentist, make appointments and referrals. Supported to ensure effective communication with health professionals and access prescribed medication Supported to act on the advice of health professionals. Enabled to manage their health conditions in line with specialist advice, Supported to access OT advice, Supported to access mobility equipment, aids and adaptations to their home and better manage their day to day needs. Helped to ensure continued engagement with health or related services Accessed support groups/organisations that may help better manage and understand their health conditions Supported to reduce their incidence or likelihood of hospital admission through better health management. Supported to ensure an individuals home environment is appropriate to their needs. Mentally healthy Support has enabled an individual to maintain good mental health or access the services they need to improve or better manage their mental health and have optimal control and understanding over their mental health issues. Examples of Outcome indicators may include: Supported to engage with primary and specialist mental health services, Supported to communicate with mental health professionals and access prescribed medication Supported to act on the advice of health professionals Enabled to address or manage their mental health conditions in line with specialist advice. Helped to ensure continued engagement with mental health and related services Accessed support groups/organisations that may help better manage and understand their mental health conditions. Supported to reduce their incidence or likelihood of hospital admission through better mental health management Supported to ensure an individuals environment is appropriate to their mental health needs. Leading a healthy and active lifestyle Support provided has improved individuals ability to lead a healthy and active life or has enabled an individual to achieve their optimal health and activity. Examples of Outcome indicators may include: Supported to access facilities and equipment that aids mobility and increases independence. Established the importance of self-care and ensured that services are accessed to enable independent self-care. 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