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d
VALE OF GLAMORGAN COUNCIL SUPPORTING PEOPLE TEAM
REVIEW AND MONITORING PROCESS
SHELTERED ACCOMMODATION AND/OR ALARM SERVICES
1. OVERVIEW and PERFORMANACE INDICATORS
This document explains the monitoring and review process, which
will be undertaken by the Supporting People Team between April
2003 and March 2006.
It also gives guidance on the information and data required in
order to carry out the monitoring and review process.
Services Reviews will be carried out in three Phases �
Phase 1 � Desktop Review
Phase 2 � On Site Review
Phase 3 � Reporting Process
In addition to Service Reviews all service providers are required
to produce 6 monthly reports for the following two periods:
April-September � to be submitted by the deadline date of 31st
October
October � March � to be submitted by the deadline of 30th April
The reports are to based on the following standard performance
indicators set by the Supporting People Team:
Supporting People Standard Seven - Performance Indicators
Explained
Throughput
The number bed spaces in the project
The number of service users supported for the period
Utilisation
The number of days that the accommodation/scheme was not occupied
as a percentage of the total available.
Withdrawal from the Service
The number of planned and unplanned withdrawals for the period and
the reasons
Reasons for Withdrawals
Staffing Levels
The number of hours worked as a percentage of the number of hours
included in the Agreement Schedule 2.
Fair Access
A breakdown of referrals and acceptances into the project(s)
broken down by ethnicity.
Voids
The number of units/bed spaces empty on the last day of the
assessment period (i.e. either 30th September or 31st March) and
the dates that they became void
Complaints
A breakdown of the number of complaints and the percentage that
are resolved at each stage of the complaints process.
2. PHASE 1 � DESK TOP REVIEW
The purpose of the Desk Top Audit is to gather information about
the services provided, in order to set the context and to get a
picture of the service delivery and identify issues to be
considered at the on site review.
The form is intended to gather information and identify issues to
be considered in further detail at the Phase 2 On Site Review.
Information about the projects to be reviewed and any accompanying
paperwork will be sent out during the month stated in the contract
(schedule 1).
All service providers are required to undertake their own service
reviews (audits) and include these with the information requested
in the Desk Top Audit. Therefore, those providers who do not have
review (audit) systems in place will need to develop their own
internal quality assurance systems, which cover the Support
Provider Contract and Performance Indicators set out in page 2.
A deadline of twenty eight days will be set for the information to
be completed and returned to the Supporting People Team Civic
Offices, Barry, Vale of Glamorgan. CF63 4RU.
On receipt of this information, the service provider will be
contacted to arrange a mutually convenient date (within 8 weeks)
for the commencement of the site visit. Arrangements will also be
made by the Team to speak to Service Users in order to complete
feedback questionnaires on the service.
Following the on site review the provider will receive a draft
review report from the Supporting People Team within eight weeks
to enable feedback and comment to be considered before the final
report is produced.
Please note that the Supporting People Team will also carry out
unannounced visits to projects from time to time.
In addition to the information required on the desk top review
form (see below) all service providers are required to provide a
copy of their Service/Organisations Aims and Objectives
Equal Opportunities Policy
The Desk Top Audit Form
The form has three parts:
Column one identifies the practice option. Where these are listed
they are mandatory. After this there is an invitation to
providers to state which other option they have chosen to fulfil
the standard. Please note that your service may fulfil the
standards in more ways other than those listed. If this is the
case please state the function in this column under �other�.
The second column asks you to summaries/outline what material or
practices you have in place to evidence the standard. This may
include a range of activity. It could be any of the following �
these are suggestions and examples and are therefore not
exclusive:
Information arising from internal quality assurance work.
Snapshot surveys by independent parties or the service provider.
Policies and procedures.
Proforma information � e.g. appraisal documents, individual
support planning document.
Recorded evidence of day to day activity.
Tenant participation/consultation outcomes � e.g. outcomes of
exit questionnaires.
Evidence � notes/minutes from meetings with stakeholders.
Information from training courses attended.
Statistics and information presented to the Management
Committee/Board of Directors.
Mandatory practice options that relate to systems or processes
must be supported by written policies and procedures.
Some additional information will be required at the Phase 2 On
Site Review � to prove that the service provider can reinforce
what they have said on the form and also to answer any queries the
Supporting People Team may have about information supplied.
Therefore service providers must be willing and able to back up
the information provided. Furthermore, the information provided
at this stage will be tested out in the reality checks at the
Phase Two On Site Review.
The third column exists for Supporting People Team to comment and
raise issues on the completion of the form. This will involve
them listing areas which they will want to raise at the Phase 2 On
Site Review � these may relate to clarifying information, queries
they may have, or where they want further evidence for an
activity, as well as wider questions and clarification as to why
some practice options are not pursued by a service provider.
3.
PHASE TWO � ON SITE REVIEW
The On Site Review has four broad functions:
To confirm the information provided from the Phase 1 � Desk top
Review and corroborate it
To gather evidence in relation to the funding the provider is
receiving in respect of the Contract and Schedules.
To hear directly from the service users, staff, landlords and
stakeholders about the quality of service being provided
To use the above three elements to assemble a range of evidence
from different sources which can confirm judgements and
conclusions
The reality checking process of talking to tenants, staff,
landlords and other stakeholders is a crucial part of the process
and will assist the Supporting People Team to:Take a closer look at the information provided from the Phase 1 �
Desk Top Review, audit and confirm details.
Hear directly from service users and stakeholders about the
quality of services being provided.
Assemble a range of evidence from different sources which can
support the same conclusion
PHASE THREE � REPORTING PROCESS
The purpose of the reporting process is to present a firm
judgement about whether and how well the service provider is
complying with the standards, practice options, performance
indicators and the Support Provider Contract.
The reporting process will also be used to highlight innovative
and best practice and present recommendations for service
improvement.
The reporting process will be undertaken in three stages:
Compilation of a draft report by the Supporting People Team
Interim challenge of the report by the Service Provider
Production of the final report by the Supporting People Team
If during the review or monitoring of the project, issues
regarding the quality, standards of service or any other problem
are noted which the service provider needs to address, these will
be included in the final report.
The Service Provider must then take immediate steps in order to
comply with the report requirements within the deadline date/s
provided, following which a second on site visit may be made by
the Supporting People Team.
Where the process of assessing the continuing strategic relevance
of existing provision identifies an under supply or over supply of
provision, this will need to be fed through the Supporting People
Planning Group in time for it to form part of the annual
discussion which leads to the formulation of the Supporting People
Operational Plan.
PAGE
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PAGE
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