Directorate of Social Services
Adults Services Division
North East Wales
Emergency Duty Team
Annual Service Plan 2011/12
Dated : 6/4/2011
Author: M Bell
PART 1: INTRODUCTION 3
1.1 Introduction 3
1.2 Service Statement of Purpose 5
1.3 Team Challenges and Constraints 5
1.4 Monitoring and Delivering the Service Plan 5
PART 2: DEVELOPMENTS AND ACHIEVEMENTS IN 2010/11 6
2a: Review of 2010/11 Service Plan 6
2b: Developments and Achievements not noted in the Action Plan Review 9
PART 3: PERFORMANCE INDICATOR TABLE 10
PART 4: ACTION PLAN FOR 2011/12 11
PART 5: LEARNING AND DEVELOPMENT NEEDS ANALYSIS 2011/12 14
Part 1: Introduction
The North East Wales Social Services Emergency Duty Team (NEWEDT) was
established in 2008 following a review of neighbouring out of hours service provision that
had previously been a home based “stand-by service”.
Wrexham CBC together with representatives from Flintshire and Denbighshire County
Councils considered a regional partnership model which subsequently led to the three
partner Authorities agreeing to the establishment of a specialist EDT Service based on
the Wrexham model employing full time staff at a permanent office base. Wrexham CBC
co-ordinates the service provided in accordance with an agreed specification and legal
NEWEDT provides an emergency social work service for the counties of Wrexham,
Flintshire, Denbighshire during the hours when mainstream services are closed, thus
discharging statutory social care responsibilities for 75% of the social services operational
NEWEDT is part of the Adult Services Department with a Director of Social Services
chairing the NEWEDT Partnership Board. Each Partner Authority has a Director or
Assistant Director or a representative attending the Partnership Board. There is a
combination of Directors, Assistant Directors, Heads of Service from Adult and Children
services on the Board.
NEWEDT Staffing Structure 2011
Andrew Figiel (chair)
Administrative Staff Regional Co-ordinator
Part Time Social Workers Core Social Workers Sessional Social Workers
Graham Farrow Ian Marshall Bryn Williams
Carys James Denise McGovern Pearl Edwards
Steve Merrick Dawn Evans
Jennie Henderson Nikki Hewitt
1.2 Service Statement of Purpose
To provide an emergency social work service out of normal office hours, for the counties
of Wrexham, Flintshire, Denbighshire. To prioritise requests between those that can wait
until the next working day and those where there is a likelihood of significant harm arising
to a child, young person or vulnerable adult, without intervention.
1.3 Team Challenges and Constraints
Effects of move to New Era and challenge of Partner Agency working within a Health
Ability to consistently access partners IT and therefore ensures service users safety.
Current financial climate, potential budget cuts, Team has been subject to
fundamental rota change.
Demand on staff resource given response by partner agencies e.g. availability of
1.4 Monitoring and Delivering the Service Plan
Quarterly Directors/Assistant Directors Board Meetings.
Monthly Manager Meetings.
Monthly Team meetings (6 month review of team plan).
Supervision 4 – 6 weekly for core staff and 10- 12 weekly for casual staff.
Budget monitoring monthly.
Quality Assurance Framework which includes
Local Performance Indicators
Supervision and Appraisal
Referral and Child Protection Register Checks passed to correct partner authority
within an hour of opening
Service user ethnicity recorded
Child Protection Register Checks Completed successfully
Section 136 response times
Part 2: Developments and Achievements in 2010/11
2a: Review of 2010/11 Action Plan
What were the planned Results – How are we doing? Evidence
actions for 2010/11? Comment on the progress made in achieving the What evidence is available to support
planned actions. your results? (For example, Policies,
Reports, Consultation results, minutes,
Include reference to outcome for service users, awards.)
service development, PI’s, user feedback, success
and failure, risks and threats to future success.
1 To continue to provide a No issues have been formally raised regarding Implemented use of Quality Assurance
main point of contact for public/professionals being unable to access Framework as of 1/4/11
public and professionals service.
that live within the 3 LA’s Customer Survey completed
whether they receive Number of contacts per local authority for
Audit matrix completed. Referral
services or not and anyone 6 months April 2010 – December 2010. Audit to be implemented.
who is calling on behalf of Calls/Visits
someone else. Wrexham 2116 193 Development of database and
Flintshire 1498 82 documentation completed in
Denbighshire 995 62 inform new PI’s by March 2010
Other Auth/Business 265 35
New Management Information
4874 372 report framework also developed.
Two new NEWEDT Questionnaires
in place to inform PI’s.
2 Ensure that people are No issues raised via management information. As above point at 1 - Implementation of
made safe until the next NEWEDT Co-ordinator links with partner Quality Assurance Framework as of
working day. organisations to review and improve service 1/4/11
Meetings/discussions held with range of
Staff attend relevant professional meeting.
professionals and managers from the
NEWEDT prioritise contacts between those that three partner Local Authorities.
can wait until the next working day and those
where there is a likelihood of significant harm Meetings/discussions held with range of
arising to a child, young person or vulnerable professionals and managers from partner
adult, without intervention. organisations e.g. Wales Ambulance
Thresholds of intervention are based up relevant Trust, NW Police and Betsi Cadwalader
legislation and polices and procedures Health Board.
-Children Act 1989/2004
-All Wales Child Protection Procedures
-Protection of Vulnerable Adults Policy and
Procedures (NE Wales)
-Mental Capacity Act 2005
-Mental Health Act 1983/2007
3 Improvement in use and NEWEDT needs to access the service user Minutes of IT and Team Meetings and
access to IT databases of databases of the 3 Partner Authorities. Board Meetings.
the partner authorities IT continues to be monitored on a daily basis Training records.
and reviewed at IT Sub Group Meetings.
Improved access to Paris Databases.
Access to Raise In Wrexham.
Staff undertaking training in direct input on to
Improved IT backup arrangements for planned
system down periods.
4 Out of Hours Part III implemented Sept 2010 Team Meeting and Board Minutes
enhancements agreed Payments for out of hours working resolved.
5 Deliver service within Completed within Budget. Quarterly budget reports reviewed by
budget Regional Co-ordinator/NEWEDT
6 Implement Quality Local Performance Indicators As contained in As above point at 1 - Implementation of
Assurance Framework Quality Assurance Framework Document as Quality Assurance Framework as of
Comments on effectiveness of the team
Consistently provided an emergency social work service to the three Partner Authorities when mainstream services
In adverse weather conditions (e.g snow) EDT remained fully operational.
Staff worked flexibly to ensure appropriate rota cover.
Delivered a safe service.
Responded to changes in policies, procedures and legislation i.e. MH, MCA.
Range of staff training provided, including more specialist training, i.e. CTO, DoLS
Top 5 priorities for the team for 20010/11 (must include at least 1 performance indicator)
To continue to provide a main point of contact for public and professionals that live within the 3 LA’s whether they
receive services or not and anyone who is calling on behalf of someone else.
Ensure that people are made safe until the next working day.
Improvement in use and access to IT databases of the Partner Authorities
Develop Quality Assurance Framework – to include PI’s, Case Audit
Deliver service within budget.
Procurement of mobile phone lone worker monitoring system
To implement an alternative data collection set to inform POMB.
2b: Developments and Achievements not noted in the Action Plan Review
Further Developments and Achievements Evidence
Excellent staff retention – core staff 1 leaver within core team
Low short term sickness levels Sickness absence documentation
2 Best Interests Assessors (DoLS), DoH approved available. Two members of staff approved as best interest
NEWEDT attend AMHP Meetings AMHP meeting minutes
Staff attendance at cross directorate meetings Relevant meeting minutes
EIA completed EIA document
Further development of timesheet recording and staff payment process Timesheet documentation
Successfully recruited AMPH workers to EDT team NEW EDT staffing structure
Opportunities provided for Students and new members of staff from Daily rota’s
across the partner authorities to observe and shadow EDT work
Legal advice out of hours in place Agreement documentation
Development of Joint Protocols with Neighbouring Authorities Protocol completed with Cheshire Authority
Establish NEW EDT presence on relevant working groups and policy EDT involved in developing good practice
development groups guidance at a national level re S135/S136, this
when published will inform local protocols
Consider the functionality and effectiveness of Governance model New Governance arrangements agreed and
addendum signed off by Partnership Board.
Part 3: Performance indicator table
There are no national performance indicators and therefore no divisional PI’s.
NEWEDT have devised new local PI’s collected from April 2010.
Table below indicates performance for first two quarters of 2010/2011
PI Ref Indicator Actual Team 2010/11 Actual Team 2011/12
Performance Team Performance Target
2009/10 Target 2010/11
EDT 1 NEWEDT bilingual Complaints, Not available 90% 97% Positive 95%
Comments and Compliments 3 % Negative
EDT 2 Percentage of supervision and N/A 90% 84% 90%
appraisals completed within
EDT 3 All staff undertake a minimum of N/A 100% 100% 100%
5 days training per annum.
EDT 4 Referrals and Child Protection N/A 95% 93% 95%
Register checks passed by the
next working day to the correct
Partner Authority within an hour
EDT 5 Percentage of service user N/A 90% 40% 70%
EDT 6 Percentage of Child Protection N/A 95% 95% 97%
Register checks successfully
EDT 7 Percentage of Section 136 N/A 90% 82% 90%
requests responded to within 2
Part 4: Service Plan for 2011/12
Analysis of Current Directorate Service Actions How will you Evidence Who? and
Effectiveness Improvement (Deployment) monitor the team What evidence will When?
Evidence Grid action and What actions will your action? you expect to have
Reference outcome team put in place to How will you know to support your
Insert reference Copy and paste achieve/contribute to the your team are results? (For
number the relevant priority Directorate improvement achieving the example, Policies,
action and action? expected results? Reports,
outcome from the (For example Consultation
analysis of current service results, minutes,
effectiveness development, PI’s, awards.)
evidence grids. user feedback,
1 1.1 Access to Ensure waiting To continue to provide Review Management NEWEDT
services lists are managed a main point of contact Implementation of information and Co-
and ensure no for public and Quality monitoring of ordinator
unnecessary professionals that live Assurance QAF. and Team
delays in within the 3 LA’s Framework
providing whether they receive Continued
services at all services or not and review and
stages. anyone who is calling monitoring
on behalf of someone of QAF
2 3.1 Safeguarding Ensure that people are Review Management NEWEDT
vulnerable people made safe until the next Implementation of information and Co-
working day. Quality monitoring of ordinator
Assurance QAF. and Team
3 4.4 Information Improvement in use and Monitoring of IT Improved access NEWEDT
systems and access to IT databases information, to information. Co-
management of the Partner quarterly IT Minutes of IT ordinator
Authorities meetings and minutes and and Team
standing item at Team meeting
Direct input on to Paris team meetings minutes Ongoing
databases to be
4 5.1 Planning & Relocate EDT Monitor expected Analysis of Management NEWEDT –
Partnerships Team to New Era increase in referral rate Performance Information Co-
Monitor effect of move
on interagency working Adult
5 5.3 Financial Deliver Service within Via Quarterly Report to NEWEDT
stability and Budget budget Partnership Co-
resources monitoring Board ordinator
Reduce costs by %
6 2.2 Quality of Implement Quality Local Ongoing Review NEWEDT
services provided Assurance Framework Performance and Co-
Indicators As Implementation of ordinator
contained in Quality Assurance
7 5.1 Possible further As Host Auth continue Reviewing of Report/Analysis NEWEDT –
expansion of to work to achieve service strategy of impact on Co-
Regional objectives of the NE and impact of 4/4 current 3/3 ordinator
Partnership to 4/4 Consortium. Partnership. Partnership
8 6.3 Review of EDT Workshops planned Results will feed Report to Adult
Service in Joint with representatives into service Partnership Services
Arrangements with from Partner Auth. development Board AD
Partner Auth. Regional
Part 5: Learning and Development Needs Analysis
NEWEDT has a very experienced team Social workers. An equally
experienced range of casual and sessional Social workers support the
team for sick leave and training etc. Most Core Social workers are also
Approved Mental Health Practitioners.
All core NEWEDT staff have a set number of hours per month allocated
for training. As the team provides a generic service to children and
adults, staff are required to undertake wide-ranging training across all
service areas. However, training is focused on the provision of
safeguarding of vulnerable children and adults, legal updates,
attendance at seminars & practitioner forums and specialist training e.g,
autism, personality disorder.