What does it mean for Managers / Team Leaders? Llamau “There is a strong culture of performance management and continuous improvement and there are robust monitoring processes in place and a real want to continue to learn in order to strive for excellence” “Llamau is an organisation that is consistent in its approach and unerring in its drive to achieve the best outcomes for its service users through a style of working that is inclusive, creative, motivational and valuing.” Llamau’s Outcomes Model Based on our holistic support methodology and the key support issues that service users face. Our system of tracking/monitoring a number of outcomes is integrated within the support planning process Identifies the distance service users have travelled in relation to a number of factors while they are in receipt of support from Llamau WHY ? Measuring ‘distance travelled’ or progression of each service user, including hard and soft outcomes enables us to highlight good practice or gaps in provision, identify trends and develop services in response to our service users needs. It has also enabled us to further develop our support methodologies Which has improved our outcomes Individual Progress The distance travelled/progression, of each service user is monitored through a series of key questions asked throughout the support period All information is recorded to allow the service user to see the progression they have achieved. Llamau uses a numerical scale for service users to record their progress in a number of key areas so that they can see their own progression. This information is entered into Llamau’s database so that progression can be mapped for each individual. OUTCOMES MONITORING SCORES FOR ‘A SERVICE USER’ 01.01.11 TO 13.06.11 – Five Support Plan Reviews OUTCOMES MONITORING SCORES FOR ‘A SERVICE USER’ 01.01.11 TO 13.06.11 – Six Support Plan Reviews 10 = support needs met or no support needs 1 = high support needs Service Users at the Heart “Service Users are fully aware of these systems and there is a high degree of ownership and service users involvement in these processes.” Key Achievements 2010/11saw a 96% positive outcome for service user’s on leaving Llamau, an improvement over the last 6 years of 21% 2004/05 – 75% positive outcomes 2005/06 – 87% positive outcomes 2006/07 – 90% positive outcomes 2007/08 – 91% positive outcomes 2008/09 – 92% positive outcomes 2009/10 – 94% positive outcomes Successful Support Intervention Our comprehensive monitoring systems also enable us to demonstrate how our support interventions have impacted on the reduction of negative coping strategies and mental wellbeing Llamau measures key outcomes throughout a person’s time with Llamau – saving to LA, Heath, CJS are well documented DRUG ISSUES 65% REDUCED ALCOHOL ISSUES 64% REDUCED OFFENDING ISSUES 63% REDUCED MENTAL HEALTH 91% IMPROVEMENT Following KTP The main change to our regular monthly monitoring has been the work carried out on the subjective outcome question we previously worked with. This has now been replaced with a threepart question 1. Level of Engagement with Llamau 2. ISP goals 3. Overall Impact Llamau had on the service user Taking this further - New KTP 3 year longitudinal study of a cohort of 100 – 120 service users Holistic questionnaire looking at the social, economic, emotional reasons why they became homeless Looking at whether the support from Llamau has improved their scoring on the holistic questionnaire Ultimately giving staff a ‘toolbox’ of support interventions to use as appropriate Over to you! • Do you currently use an outcomes monitoring system? • How do you use it? • How can / do you use that to improve service delivery? • What do you think are the main barriers to implementing an outcomes monitoring system for managers & team leaders? What does this mean for staff & line managers? Improved management of service Slightly different way of working Different paperwork Internal Challenge Willingness to change the way you work Enables you to develop a consistency of practice Funders want evidence of impact We have developed our own Access Database which accurately records all scores enabling us to drill-down by project, area or support-type including any number of reviews We can measure the true scale of our impact upon service users. We can work better or smarter - our service users have the right to expect us to. New Philanthropy Capital recommend that funders invest in charities that measure their results. In Summary – what does it mean for line managers Useful tool to examine the strengths of a project Look at the story behind why the outcomes are what they are Draw up action plan Feed back to staff and management structures Links front line services to organisational , regional and national outcomes / objectives What are the gaps in service delivery and how can they be filled High aspirations for our service users And Finally Llamau needs your votes! Please ask as many people as possible to vote for Llamau in the Jubilee People’s Millions! Llamau’s refurbishment project, The Bling Café @ Flooks, has been chosen to compete in the Jubilee People’s Millions which will be televised on ITV news, Wales Tonight, on Monday 27 June. We need your help to vote for this project to win funding! Any questions?