Later Life Planning
Schedule 1 Service delivery model
Age UK Barnet is an established and trusted charity specialising in supporting
and caring for older people within the London Borough of Barnet.
We are acutely aware of matters related to planning later life and have many
years of experience in supporting older people to enjoy a healthy, happy and
secure later life. Our success is built on close relationships with service users,
as well as collaboration with other voluntary sector organisations and statutory
partners to provide practical advice, support and empowerment.
The organisation has established a reputation for delivering high quality
services to the borough’s diverse communities. Age UK Barnet reaches over
3,000 older people each year; many of whom rely on our services to maintain
independence and social, physical and mental wellbeing. We understand that
good health is vital to a fulfilling old age.
The mission of the Later Life Planning model is to enable older people living in
the London Borough of Barnet, and their carers, to manage and plan for the
challenges of ageing whilst retaining independence, choice and control in their
lives. They are aided in this by gaining maximum benefit from voluntary-led
and statutory resources in the borough.
The service will operate 9-5pm five days a week. It will be delivered by four
paid members of staff – a team leader and three advisers – assisted by an
ethnically and culturally diverse team of volunteer advisers. The team will be
based at Age UK Barnet’s Ann Owens Centre in East Finchley. They will also
provide a telephone and email Later Life Planner service from this base.
Later Life Planners will give holistic advice on keeping physically and mentally
active, signposting to volunteering and work opportunities, GPs, benefits,
exercise, health support services, as well as to social activities to combat
isolation and loneliness. This can be done by phone, email and also at
borough-wide community surgeries.
Clients will be able to speak confidentially to staff or volunteer advisers about
their personal circumstances and concerns on a one-to-one basis. Advisers
will also conduct a basic health check focussing on falls prevention and the
four key areas of NHS checks: stroke, heart disease, type 2 diabetes and
kidney disease. They may discuss health risks such as obesity or smoking.
This will enable advisers to gain a deeper insight and understanding of clients’
current and potential future needs so they can signpost to other appropriate
services and help clients plan for later life.
Surgeries will be offered on a drop-in and a pre-booked appointment system.
All surgery venues will be located in community hubs across the borough and
will be fully accessible in compliance with the Disability Discrimination Act.
They will provide a safe and confidential environment for clients, volunteers
and staff.
Community surgeries will be organised in conjunction with the Barnet
Neighbourhood Service Provider Group (NPG). For example the premises of
NPG members such as Friend in Need and Mill Hill Good Neighbour scheme
as well as those of organisations and community centres associated with the
group will be used.
Our close working relationship with Black and Asian minority ethnic and
refugee (BAMER) groups within the borough will improve our reach into those
communities, particularly those with a higher risk of stroke and diabetes, such
as the South Asian and Black African Caribbean communities. In addition to
members of the NPG, we work closely with the Farsophone Association, the
Chinese Mental Health Group and Jewish Care.
Age UK Barnet already works with organisations representing hard to reach
groups and there is a commitment from them to extend this joint working
relationship to the Later Life Planner Service. Organisations representing
those with mental health needs as Barnet Voice for Mental Health, Barnet
Mencap and Rethink. The Opening Doors project which helps older lesbian,
gay, bi, transgender and transsexuals, Disability Action Barnet and Homeless
Action in Barnet are others who have said they will commit to this.
Over the last twelve years Age UK Barnet has successfully established links
with faith, cultural and community groups throughout the borough and
successfully worked with them delivering the Ageing Well health promotion
programme. This focuses on falls prevention and information talks on diet,
medications, foot care, falls awareness, and other relevant topics as well as
encouraging people to participate in exercise.
Age UK Barnet runs a valued, flagship information and advice service, a
model that Age UK Barnet proposes to replicate to ensure effective delivery of
the Later Life Planner service. In 2012 2,370 people accessed this service
raising over £655,438 for older people by helping them claim the welfare
benefits they were entitled to. The service’s reputation for quality and the
direct benefit it brings for users means that demand for it continues to
increase. The service has grown and further developed by working closely
with community, faith and cultural groups and statutory and volunteer-led
services.
Age UK Barnet has a clear track record in setting up new services, working
with community, faith and cultural groups, to deliver success quickly.This is
demonstrated clearly by our Information & Advice service, Ageing Well, our
cross borough programme of exercise classes in the community, as well as by
as our MiCommunity digital inclusion programme. This is delivered through
partnership with nine Barnet schools where sixth formers volunteer their time
to teach older people.
Age UK Barnet has
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established local knowledge, robust networks; a pool of volunteers,
including retired health professionals and health and social care
students;
experience of delivering advice to older people in an accessible way.
Age UK Barnet will employ experienced staff to run this service through a
rigorous recruitment process. This includes DBS checking and a compulsory
induction covering organisational policies including safe working practices,
client confidentiality and safeguarding. Staff appraisal and training needs
analysis systems are in place to manage risk, evaluate staff performance, and
ensure the service is operating effectively.
The service will be quality-checked on a systematic basis through regular
monitoring and evaluation. Client questionnaires will be used to evaluate
clients’ experiences of Age UK Barnet and will be integral to the monitoring
process. We will review volunteers’ experience of their training, service
delivery and their experience of being part of the organisation. Monthly Later
Life Planner team meetings to review staff, volunteer and user experience and
an ongoing programme of staff appraisals will be implemented.
The service manager will oversee delivery of the Later Life Planner service
supported by Age UK Barnet’s chief officer. This person will support both staff
advisers and volunteers by providing second tier advice/guidance, assessing
client contact records to maintain consistency, and implementing and
managing staff and volunteer training. They will also provide support,
guidance and feedback on a day to day basis to the advisers.
All volunteers will undergo a thorough recruitment process which involves
reference checks, DBS checks (where appropriate) and an induction which
covers training in Age UK Barnet policies including safeguarding, client
confidentiality and safe working practices to keep themselves and those they
are helping safe. Regular client feedback on volunteers and regular volunteer
feedback about their integration into the service including training and support
will be gathered to help maintain service quality
All of this will all contribute to continuous improvement to ensure users
experience a quality service.