cpa events summer 2012 by 61Q2i5E

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									Local feedback – CPA events summer 2012




                            CPA 1 – EAST OF ENGLAND




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Local feedback – CPA events summer 2012

CPA 1      Feedback from delegates                             Next steps/comments                                     Provider
East of    Increasing referrals in each LA and improving rates of conversion from initial engagement to                Reed in
England    attachment.                                                                                                 Partnership
           Some LAs may still not be sure about the type of     Some temporary flexibility has been introduced into
           specialist provision on offer through ESF Families. the referral process, allowing providers to identify
                                                                and refer candidates direct to the provision. Reed
           Could LA staff at all levels be better engaged by    in Partnership’s new Commercial Manager for the
           Reed to facilitate greater buy-in to the             region will include Local Authorities in the
           programme? Could regular communications be           marketing of this newer referral route, ensuring that
           used to keep LA staff updated and engaged,           they are assured of the higher priority still given to
           especially given that staff turnover may be          referrals from Local Authority teams and fully
           comparatively high in some organisations?            aware of the support on offer for families.

                                                               More broadly, Reed’s new marketing plan includes
                                                               a newsletter, circulated to Local Authority teams,
                                                               which includes information about the ESF Families
                                                               provision.

                                                               Reed continues to work with Local Authorities to
                                                               set up regular meetings and ensure that
                                                               communication is effective and comprehensive.

           Could Reed produce lists of the specialist          Reed has supplied these lists, and is following
           provision they provide for each LA?                 them up with further discussions with individual
                                                               LAs.

           Could Reed share more information about             Full and updated information on all progress
           Progress measures?                                  measures has recently been published on the
                                                               Supplying DWP webpage.
           This would allow LAs to understand benefits of
           ESF Families provision as well as enabling them
           to identify duplication or gaps.
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Local feedback – CPA events summer 2012
CPA 1       Feedback from delegates                          Next steps/comments                                        Provider
            Could Reed’s Family Employment Advisers be        With the introduction of Provider referral option,
            based in Jobcentres on a weekly basis, to market this may well happen. Reed is already talking to
            to and receive sign-posted customers?             District ESF Managers to identify opportunities to
                                                              work through local Jobcentres.

            Could LAs move away from regular but infrequent       Reed is working to establish regular meetings with
            (monthly/quarterly) referral panels to referrals      Local Authority teams, and may be able to
            direct from the LA Customer Service                   incorporate referral panels into these
            area/team/practitioner, or a similar more direct      arrangements.
            ‘steady-stream’ approach?
            Is there a need for more active identification of     This is something Reed is happy to discuss with
            potential families by area /community? Could          Local Authority contacts and move to develop
            Reed work with LAs; looking at pockets within the     where agreed.
            borough where a number of families live to create
            interest by word of mouth endorsements from
            participants?
            Is there a need for more explicit LA branding to be   ESF Families marketing materials are required to
            added to the provision? This might encourage          feature the ESF logo, the provider’s branding logos
            outlying areas of the LA to refer, as the LA logo     for DWP or Jobcentre Plus. Materials issued in
            would convey LA endorsement.                          London must also feature the Mayor’s Office’s
                                                                  logo.

                                                                  Unfortunately, the inclusion of additional Local
                                                                  Authority logos would affect compliance with ESF
                                                                  branding requirements, for example; as more
                                                                  logos are featured their sizes need to be reduced,
                                                                  which reduces the prominence of the mandatory
                                                                  logos listed above and risks non-compliance with
                                                                  ESF audit requirements, which specify that logos
                                                                  must be of equal size or prominence.

                                                                  The use of the ESF logo and references to EU
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Local feedback – CPA events summer 2012
CPA 1       Feedback from delegates                                 Next steps/comments                                      Provider
                                                                     support is checked during project monitoring
                                                                     activity and as part of any external audit. Non-use
                                                                     of the logo and EU support references is regarded
                                                                     as non-compliance and can attract financial
                                                                     penalties.
           Some LAs feel that ESF Families provision is              Some Local Authorities have said that they want
           solely focused on ‘employability’ and that similar        more emphasis placed on employment. However,
           provision is already in place and being marketed.         more work required to clarify with LAs that the
           Would it be useful for Reed to communicate to             focus of this ESF contract is progression.
           LAs that focus of ESF intervention is to offer
           additional or supplementary support to move               With so much other provision out there – Work
           participants towards employment as a means to             Programme, Work Choice, JCP Support Contracts
           contribute to the overarching aim of ‘turning             SFA provision, London Councils programmes etc,
           around’ the family, but emphasise that it is not ‘just    the strength of this programme is that it is not just
           another DWP employability programme’?                     another job search programme. Reed is working to
                                                                     ensure that Local Authorities understand this.
           Could families likely to be affected by the Benefit       Raising awareness of the forthcoming changes to
           Cap be a good source for ESF Families referrals?          the welfare system would be a useful means for
                                                                     demonstrating the benefit of accessing provision
                                                                     like ESF Families; allowing individuals/families to
                                                                     be better prepared for the changes.

                                                                     DWP cannot share lists of people who are or will
                                                                     be affected by benefit cap, but a partnership
                                                                     working/caseworking approach and consensual
                                                                     information sharing are feasible.




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Local feedback – CPA events summer 2012

CPA 1      Feedback from delegates                    Next steps/comments                                                   Provider
East of    Improving communications between Local Authorities, providers, Sub contractors and                               Reed in
England    Specialist Providers                                                                                             Partnership

           Could Reed be involved in regular scheduled
           meetings with LAs to discuss how the programme
           is working share individual family feedback? This
           should be augmented with regular formal provider
                                                                    Reed is working with Local Authorities in CPA 1 to
           updates on progress/marketing/Issues etc, and
                                                                    develop a schedule of regular meetings. These
           form part of a continuous improvement cycle
                                                                    meetings will be useful forums for sharing
                                                                    information about practices and procedures,
           LAs need to know what is being delivered, to             discussing case-working issues and co-ordinating
           whom, by whom, what the plans are, and what the          feedback on the provision.
           outcomes are. LAs would like to see management
           information (MI) at individual LA level.
                                                                    Reed is also working to arrange a provision
           ESF Providers and DWP may not always                     improvement forum for all LAs in November.
           understand LAs’ methodology and delivery
           practices/preferences (and vice/versa), which may
           contribute to misunderstandings.

           Could JCP ESF Managers attend Family                     ESFMs and PMs are attending LA Families
           Intervention Team meetings                               Steering Group Meetings.

           Could there be ways to cascade information about         This will be one of the topics that Reed will discuss
           ESF Families more widely, especially in larger           with Local Authorities at the regular meetings it is
           Local Authorities?                                       setting up across the Contract Package Area.
           Could marketing materials be based more on               Reed will be discussing marketing and
           pictorials, less text as this is too time consuming to   communication approaches in its regular meetings
           read and digest.                                         with LAs.



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Local feedback – CPA events summer 2012




                               CPA 2 – EAST MIDLANDS




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Local feedback – CPA events summer 2012

CPA 2      Feedback from delegates                                Next steps/comments                                    Provider
East       General feedback                                                                                              Working
Midlands                                                                                                                 Links
           Providers’ funding is only released a number of        DWP has acted to tackle these issues by amending
           months after initial engagement with each              the Progress Measure payment regime to allow
           candidate, and low referral/attachment rates now       earlier payments, and developed a secondary referral
           mean investment in service provision will not be       route to allow providers to generate their own
           recompensed for a considerable time. Some              referrals.
           delegates suggested that either funding needs to
           be released to meet providers financial needs or
           criteria need to be relaxed.

           DWP was urged by delegates to challenge its legal The legal advice on attachment fees still stands. It
           advice regarding the effect of amending the       would breach procurement regulations to alter funding
           contract to allow an Attachment Fee to be paid.   bids after contract award, which would result in
                                                             significant ESF audit recovery.

           What is the relationship between funding streams       The two funding systems are compatible with each
           from ESF and DCLG Troubled Families, and can           other.
           they be used in tandem?
                                                                  Department for Communities and Local Government
                                                                  (DCLG) and DWP are working together to produce a
                                                                  pair of complementary guidance products tackling
                                                                  questions about the interaction between the Troubled
                                                                  Families and ESF Families programmes.


           Currently local authorities are not being paid for a   The ESF Families provision is designed to act as an
           co-ordinating role. Is there any funding available     extra added value package made available for LAs to
           for such work?                                         use to complement their existing support for the
                                                                  families they deal with. The funding for the
                                                                  programme is tied up with supporting the provision,
                                                                  subject to strict ESF audit rules, and could not be
                                                                  used in the way suggested.

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Local feedback – CPA events summer 2012
CPA 2       Feedback from delegates                                Next steps/comments                                         Provider

                                                                   However, DCLG funds LA Troubled Families
                                                                   Coordinators, and the ESF Families provision is one
                                                                   of the tools available to Local Authorities for achieving
                                                                   the ambition of turning around the lives of the
                                                                   Troubled Families living in their areas.

           Could DWP and DCLG use teleconferencing to              Teleconferencing is a cost effective and practical
           provide information about the programme?                solution for taking forward “local” stakeholder joint
                                                                   working arrangements and will be used wherever
                                                                   practical
           DCLG offered to visit local areas to discuss issues     Individual Local Authorities have contacts in the
                                                                   relevant DCLG teams and will liaise with them
                                                                   individually.


East       How can we increase referrals in each LA and improve rates of conversion from initial engagement                    Working
Midlands   to attachment?                                                                                                      Links
           Could representatives from Working Links attend    Working Links is already doing this in a majority of the
           LAs’ ESF referral/allocation meetings? This would Local Authorities it services, and is actively working to
           allow them to support good quality referrals.      embed the same approach throughout the Contract
           Delegates felt that quality of referrals should be Package Area.
           more important than quantity.

           Might the situation be improved if frontline LA staff   Working Links have provided an overview of their
           had a clearer understanding of:                         service to frontline LA staff, supply and continually
              o ESF eligibility and referral criteria, and;        review and update marketing material for use by
              o Minimum service level offered by ESF               practitioners within LA.
                  Families?

           Could Working Links consider engaging all               Recruiting across the family may take time but should
           members of the family on the programme?                 become achievable as relationships with the family
                                                                   develop. Commitment and co-ordination are key.


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Local feedback – CPA events summer 2012
CPA 2       Feedback from delegates                             Next steps/comments                                    Provider
            Working Links advised there were in the process     Working Links is committed to working with LAs to
            of referring candidates to them and that once an    track specific cases and identifying where there may
            individual had been identified and referred there   be lag in the system.
            were further delays in the process of attaching
            them to the provision. What can be done to
            remove these delays?




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Local feedback – CPA events summer 2012

CPA 2      Feedback from delegates                     Next steps/comments                                          Provider
East       Improving communications between Local Authorities, Providers, Sub contractors and Specialist            Working
Midlands   Providers                                                                                                Links

           East Midlands Councils facilitated meetings (like   Working Links and DWP welcomed the ESF CPA
           the CPA event) are useful to share experience and   event held in July and are happy to work with East
           best practice across region                         Midlands Councils on future such events.

           Are there issues with communication between         Working Links is committed to working with LAs to
           provider, LA and customer at the points between     ensure that communication is effective and timely
           referral and attachment?                            throughout the ESF Families provision process.




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Local feedback – CPA events summer 2012




                     CPA 3&4 – LONDON EAST & WEST




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Local feedback – CPA events summer 2012

CPA 3 &    Feedback from delegates                             Next steps/comments                                        Provider
4
London     Increasing referrals in each LA and improving rates of conversion from initial engagement to                   Reed in
East &     attachment                                                                                                     Partnership
London
West
           A number of LAs expressed concerns about the        Reed is reviewing and revising feedback systems to
           nature of the feedback they receive from Reed.      better match LAs’ requirements.
           Could Reed improve or amend the levels and
           kinds of feedback and MI shared with LAs?

           Some LAs explained that they needed to feel
           reassured about how current referrals/customers
           are being managed before they’d commit to
           further/higher levels of referrals.

           Could Reed work with LA to co-locate their staff    Reed is focused on improving working relationships
           with LA services? Co-location was mentioned         with LA staff.
           repeatedly as a means to improve the visibility
           and credibility of Reed’s advisers. This would
           also allow Reed’s advisers to be integrated into
           the identification and recruitment of candidates
           for referral.

           Joint home visits (LA staff and Reed advisers) to   Reed continuously reviews working practices to
           families were cited by a number of LAs as crucial   ensure that it supports LAs responsively and offers
           for gaining the trust and buy-in of referred        the right services level to the right families.
           families. Would Reed be prepared to commit          Participation in joint home visits is one of the options
           resource to occasional joint home visits?           currently under consideration.




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Local feedback – CPA events summer 2012

CPA 3 &    Feedback from delegates                            Next steps/comments                                       Provider
4
London     Improving communications between Local Authorities, Reed/Sub contractors and Specialist                      Reed in
East &     Providers                                                                                                    Partnership
London
West
           Some LAs expressed concerns that if referrals      Caseloads are currently lower than expected, but
           volumes were to increase, Reed’s supply chain      resource is constantly monitored to ensure sufficient
           might not be able to cope with the extra           staff is in place to properly support families who join
           demands.                                           the provision.

           Could Reed amend the content and frequency of
           their feedback, to meet LAs’ needs? Given the
           number of LAs Reed services in London,
           bespoke systems for each LA might not be
           feasible, but regular, effective feedback could:

                     o Give Reed the opportunity to share /
                       sell success and progression
                       through positive case studies

                     o Allow LAs to factor ESF provision
                       into their ongoing strategy for
                       managing their customers

                     o Give LAs reassurance (and
                       confidence) that their customers are
                       being managed effectively




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Local feedback – CPA events summer 2012




                                   CPA 5 – NORTH EAST




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Local feedback – CPA events summer 2012

CPA 5      Feedback from delegates                            Next steps/comments                                              Provider
North      Increasing referrals in each LA and improving rates of conversion from initial engagement to                        Wise
East       attachment                                                                                                          Group
           Would Wise be able to commit resource to co-       Wise Group has already moved to adopt this model
           location of its family coaches with LA services on where practical.
           LA premises? A number of LAs favour co-location.

           Could Wise work with LAs to generate good news         Wise Group has included this in their Improvement
           stories/case studies, which could be made              Plan.
           available for practitioners, etc. to build their
           confidence in the provision and allow them to ‘sell’
           ESF provision to their customers?

           Some delegates asked whether SPOCs in LAs              LAs set the roles and responsibilities of their SPOCs
           could be more ‘hands-on’                               and can adapt them to fit their individual ESF referral
                                                                  processes.
           Are TF coordinators identifying referrals to ESF?      Progress continues to be made as Troubled Families
           Could LAs work more closely with TF co-                Coordinators take up their posts and begin to identify
           ordinators; provide better education for them about    families and consider referral options, including ESF
           ESF Families provision?                                Families provision..

           Is there scope for more liaison between Work           Regular meetings are encouraged to benefit all. This
           Programme providers and Wise Group/lead                idea has been added to Wise Group’s Improvement
           delivery partners?                                     Plan.

           Do we need to provide more clarification of the        It’s not the role of Local Authorities to determine out of
           eligibility criteria? Feedback from the plenary        work benefits eligibility or identify the Qualifying
           sessions included the suggestion that LA staff who     Person in a family; this is for the provider to do once
           make referrals should have a better knowledge of       family members have been identified by the LA.
           which benefits the Qualifying Person must be
           claiming.                                              However, the closer liaision with Local Authorities that
                                                                  Wise Group has built into its improvement plan will
                                                                  allow information about eligibility to be shared more
                                                                  easily.
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Local feedback – CPA events summer 2012
            Does Wise need to review staff resource? There      Resource is monitored regularly to ensure sufficient
            was a concern from LAs that too many referrals to   Family Coaches are in place for the customers
            too few coaches would create a ‘bottleneck’, with   coming on to the programme. Wise Group and its
            customers dropping out before even starting on      sub-contractors have recruited more Family Coaches
            the programme.                                      but due to the complexity of cases, their caseloads
                                                                are currently lower than expected.

            Are the ESF Families offer and intentions fully     The aim of the ESF provision is to support working
            understood across the CPA? Some LAs expressed       age participants to progress towards work, and
            the view that “There should be a wider package      Progress Measure activity can include other family
            for the whole family”.                              members where relevant.

                                                                Wise Group and their sub-contractors continue to
                                                                promote awareness of what the provision offers and
                                                                are actively working to recruit eligible family members
                                                                of existing participants.

            Are LA practitioners involved in warm handovers of Yes, this is the preferred method for referrals and
            families to Wise’s advisers?                       happens wherever practical.

            Could the programme be marketed to potential        ESF Families is, ultimately, an employability
            candidates as ‘mentoring support’ rather than       programme. There are elements of coaching and
            welfare to work?                                    mentoring in the provision offered, and support is
                                                                tailored to each individual customer’s needs, but it
                                                                would not be appropriate to describe such a wide
                                                                range of support as just mentoring.
            Could LAs and Wise work together to explore         Referral routes are regularly discussed to ensure a
            alternative referral route, such as:                wide range of customers have the opportunity to join
                                                                the programme.
               o NOMS/probation
               o Schools
               o Local third and voluntary sector
                 organisations/VCs
               o GPs surgeries
               o Establishing links with local Clinical

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Local feedback – CPA events summer 2012
                  Commissioners Group

           Could Wise use ‘e-shots’ to cascade good             Wise Group continually reviews all options to
           practice/share news more widely and more             communicate effectively
           quickly?


CPA 5      Feedback from delegates                     Next steps/comments                                            Provider
North      Improving communications between Local Authorities, Providers, Sub contractors and Specialist              Wise
East       Providers                                                                                                  Group

           Some LAs do not feel fully sighted on the progress   Wise Group’s Improvement Plan features
           their candidates/families are making once referred   improvements to feedback mechanisms, and includes
           to the ESF Families provision.                       plans to develop the idea of customer journey maps.

           Could Wise produce customer journey maps?
           These would be welcomed by LA practitioners to
           help them to understand the wider remit of ESF
           employability support and how it can assist their
           customers.

           Has the right balance between formal and informal    Wise Group’s Improvement Plan now includes plans
           feedback been struck?                                to explore this issue.

           Some LAs have set up ‘trackers’ to monitor their     Wise Group’s Improvement Plan now includes plans
           customers’ progress during ESF Families support.     to look into this idea.
           Could this practice be used more widely?

           Could stakeholders work together to produce          Wise Group’s Improvement Plan now includes plans
           feedback covering families who benefit from both     to explore this idea.
           ESF and Troubled Families provision?

           Could Wise provide feedback on inappropriate         Wise Group’s Improvement Plan now includes plans
           referrals, to help LAs understand why rejected?      to develop this idea.

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Local feedback – CPA events summer 2012
CPA 5       Feedback from delegates                                Next steps/comments                                    Provider
            Could Wise develop regular feedback                    Wise Group is considering all options to communicate
            mechanisms, for example:                               relevant information at appropriate intervals.
               o Daily/weekly/monthly/as appropriate verbal
                   feedback at meetings , such as FamilyWise
                   sub-group meetings
               o A newsletter either internal/external, for
                   circulation either locally or across the CPA
               o Quarterly visits to partners to discuss/have
                   one to one feedback
               o LAs invite a provider Family Coach to LA
                   practitioner meetings once a quarter to
                   share customer journeys/success stories
            Candidates/families don’t always understand or         Wise Group now has processes in place to ensure
            react well to the transition from LA support to ESF    that, where appropriate, feedback can be shared in a
            support.                                               continuous loop.

            Could Wise produce a feedback form for
            customers to complete? These could facilitate a
            continuous improvement cycle, be shared with LAs
            as an element of MI and provide positive case
            studies for to promoting the provision more widely.

            Delegates suggested that LAs would welcome             Wise Group now processes in place to facilitate
            feedback on the evidence used by the provider to       feeding back to Local Authorities where appropriate.
            meet the progress measures/outcomes – this
            would assist LAs to see how the family progresses
            and promote the provision. Could Wise share this
            with them?

            Is there a need for more local liaison to understand   Wise Group continues to communicate and share
            the interplay between the range of                     information with stakeholders to ensure all parties
            programmes/projects currently focusing resource        have a holistic understanding of what is available
            on the family (Troubled families, Community            locally.
            Budgets, etc.)?

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Local feedback – CPA events summer 2012
CPA 5       Feedback from delegates                            Next steps/comments   Provider

           Could local partnership working generate success
           stories for each programme, or case studies to
           demonstrate how they fit together – whether
           serially or cumulatively - to benefit the family?




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Local feedback – CPA events summer 2012




           CPA 6 – GREATER MANCHESTER/CHESHIRE




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Local feedback – CPA events summer 2012

CPA 6      Feedback from delegates                                  Next steps/comments                                      Provider
Gtr        General feedback                                                                                                  G4S
Mancs,     Good practice
Cheshire
           Both LAs and Family Support Brokers (FSBs)               In order to meet government transparency
           would find it helpful to have sight of the ESF           commitments DWP have published the contract
           specification and tender documents. Can these be         documentation on Business Link Contracts Finder
           made available?                                          Subsequent amendments to progress measures are
                                                                    published at the supplying DWP page.
           Do G4S still need to need to build LAs’ confidence       G4S is currently planning its next steps in
           in ESF Families? Delegates felt that some LA             response to some of the feedback from the CPA
           teams in the CPA might still see the provision as        meeting. Details will be added to future versions
           competition to their own roles/functions, with           of this log.
           families being ‘poached’ to join ESF.

           Increasing referrals in each LA and improving rates of conversion from initial engagement to                      G4S
           attachment

                                                                    Some LAs have marketed the provision internally as
           Could LAs identify key agencies within the LA            an additional resource. ESF Programme should be
           where waiting lists for services exist and use ESF       seen as part of the Strategic offer, driven as part of
           provision to supplement those services and reduce        the overall LA offer and part of the “day job”.
           waiting times?
                                                                    ESF Families provision is primarily a complementary
           Could an LA Practitioner Board be used to both           or additional service that can build on work already
           generate referrals and provide feedback to               undertaken with families by local authorities.
           partnership areas?

           Would co-location and participation in joint home
           visits to families facilitate a more seamless referral
           service, with warm handovers from LA to
           contractor?

           Could G4s’s FSBs be co-located within the LA

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Local feedback – CPA events summer 2012
CPA 6       Feedback from delegates                              Next steps/comments                                     Provider
            Teams?

           Can G4S’s advisers liaise more closely with the LA
           teams; attend team meetings / development days
           etc., to continue to build relationships over time.

           LAs expressed concern for ensuring that referrals     Delegates discussed the example of an LA that has
           are appropriate and therefore more likely to start    looked at areas of deprivation and is targeting those
           the provision as opposed to driving for quantity in   areas. Any LA staff member working with a family
           response to targets being driven by G4S.              can raise a ‘Family Enquiry Form’ on the basis that
                                                                 the family needs support. This is referred into a
           In some cases, referrals are being managed            Troubled Families team which determines which route
           through LA Steering Groups/Family Panel, which is is most appropriate - ESF or Troubled Families.
           a slow route but ensures the referral is appropriate.
           Focus on numbers of referrals means quantity not
           quality; i.e. poor rates of conversion from
           engagement/referral/attachment.

           Is there a need to manage families’ expectations,     G4S is currently planning its next steps in
           for example; how achieving particular progress        response to some of the feedback from the CPA
           measures will help them?                              meeting. Details will be added to future versions
                                                                 of this log.
           Could changes being introduced under Universal        G4S is currently planning its next steps in
           Credit be used to incentivise families to seek ESF    response to some of the feedback from the CPA
           support before their benefits and entitlements are    meeting. Details will be added to future versions
           affected?                                             of this log.


           G4S presentation referred to outreach being the       G4S is currently planning its next steps in
           most successful method of identifying families        response to some of the feedback from the CPA
           although their subcontractors are not resourced to    meeting. Details will be added to future versions
           continue this function indefinitely. LAs are not      of this log.
           resourced to undertake such work either. Could
           the Family Support Fund be used to fund outreach

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Local feedback – CPA events summer 2012
CPA 6       Feedback from delegates                                Next steps/comments                                       Provider
            work under guise of ‘Social Investment’?

            Some delegates felt that the referral to attachment    The ESF 14 process is a vital part of the audit trail.
            process takes too long and is not a ‘natural’ way      However, we are exploring options for speeding the
            for providers to engage with customers/families i.e.   process up. LAs and providers will be kept informed
            cannot engage fully with them until ESF14 is           of any changes.
            accepted by JCP.


            Tracked mail requirements for ESF14s cause             We’re not sure whether this would be feasible. It’s
            delays and extra costs for FSBs. Could                 likely that there would be costs for providers. We will
            alternatives, such as secure email, be used to         continue to look into it.
            reduce costs and speed up process?

            Could the programme be amended to allow JCP            Jobcentre Plus can make some contribution to
            Advisers to refer direct to the provision via LA       referrals through its current arrangements but is not a
            contact as opposed to the collation of lists?          major source of referrals.

            General consensus from delegates was that JCP          Arrangements are in place for Jobcentre Plus to make
            should be included in the provision as a referral      referrals to providers as and when their outreach
            agency. This would enable a ‘warm referral’ and        advisers and/or other nominated advisers encounter
            therefore the provision explained to the potential     potentially suitable people for the provision. The
            individual/family. Examples given from the             eligibility of these would either be determined by
            previous list exercise where by Advisers were not      onward referral to the Local Authority or by the
            aware that someone from their caseload had been        provider if they have implemented the secondary
            included on the list until questioned by the           referral arrangement, which allows providers to
            individual themselves                                  determine eligibility by following the relevant
                                                                   guidelines.
            Some delegates felt that there is confusion over       G4S is currently planning its next steps in
            the terminology used by G4S, e.g. advocates, key       response to some of the feedback from the CPA
            workers, case workers etc. Is there a need to          meeting. Details will be added to future versions
            improve communication between all parties, as          of this log.
            well as raising understanding of
            stakeholders/partners’ roles and working

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Local feedback – CPA events summer 2012
CPA 6       Feedback from delegates                              Next steps/comments                                 Provider
            practices?

           Can LAs be given information on FSB staff             G4S is currently planning its next steps in
           qualifications/ background/job description (e.g. do   response to some of the feedback from the CPA
           they have a minimum of Advice and Guidance            meeting. Details will be added to future versions
           Level 3, had safeguarding training) to give them      of this log.
           greater confidence that FSB staff are sufficiently
           experienced and qualified to deal with the families
           in question?


           Would establishing a Good Practice Group for          G4S is currently planning its next steps in
           FSBs facilitate discussion of common issues and       response to some of the feedback from the CPA
           sharing of good practice?                             meeting. Details will be added to future versions
                                                                 of this log.




                                                                                                                           24
Local feedback – CPA events summer 2012




CPA 7 – CUMBRIA, LANCASHIRE, MERSEYSIDE




                                          25
Local feedback – CPA events summer 2012

CPA 7      Feedback from delegates                             Next steps/comments                                    Provider
Cumbria,   General feedback                                                                                           Reed in
Lancs.,                                                                                                               Partnership
Mersey
           What is the relationship between funding streams The two funding systems are compatible with each
           from ESF and DCLG Troubled Families, and can other.
           they be used in tandem?
                                                            Department for Communities and Local Govt. and
                                                            Department for Work and Pensions are working
                                                            together to produce two complementary guidance
                                                            products tackling questions about the interaction
                                                            between the Troubled Families and ESF Families
                                                            programmes.

           LAs should have been subcontractors, in             In some Contract Package Areas Local Authorities
           particular within the Merseyside area where ESF     have taken on contacted roles in provision supply
           Objective 1 and ERDF mean that links are            chain. The prime contactor in each CPA is free to
           already established.                                tender and recruit for such arrangements according
                                                               to assessments of local needs and contexts.

           There were a number of comments from                LAs remain the primary and highest priority referral
           delegates about turnover and funding issues.        route, but DWP has amended the Progress
           Some felt that contracts could not be sustained     Measure payment regime to allow earlier payments
           at current levels and a big difference in volumes   and developed a secondary referral route to allow
           would be needed over the next 2 to 3 months.        providers to generate their own referrals.

           Increasing referrals in each LA and improving rates of conversion from initial engagement to           Reed in
           attachment                                                                                             Partnership
           Good practice
           When talking to Local Authority Teams / possible Reed has and will continue to discuss the benefits of
           referral sources, could Reed use examples of the employment with Local Authorities, potential referral
           benefits of employment (taken from the Reed      sources and potential participants on the ESF
           Motivational courses) alongside details of the   Families provision.
           ESF Programme?                                   Good News Stories about people sustaining
                                                                                                                               26
Local feedback – CPA events summer 2012
CPA 7       Feedback from delegates                            Next steps/comments                                      Provider
                                                               employment will be produced in conjunction with
                                                               DWP to use through any marketing activity.

           Could Reed work more closely with Local             Reed has already discussed with each Local
           Authorities when Troubled Families lists are        Authority their approach and management of
           returned from DWP to plan how referrals are split   Troubled Families and how ESF can work along
           between the two programmes?                         side, in some instances using the lists to generate
                                                               referrals from the outset or for customers to be
                                                               signposted at a later date following support from the
                                                               Troubled Families programme.

           Could other sources of referrals be explored by     Reed and its supply chain have already engaged
           LAs/Reed, such as Registered Social Landlords       some RSLs and are in discussions with others.
           (RSLs)?                                             Other sources of referrals are being engaged further
                                                               through the new Secondary Referral Route.

           There was some discussion of the use of             Earlier in the year, some Local Authorities were only
           Children’s Centres as sources for identifying       sourcing referrals from children’s centres. Reed has
           families for referral.                              been in continual dialogue with them to encourage
                                                               the adoption of a wider pool of referrals, from other
           Could Children’s Centre staff work more closely     Local Authorities services. This has started to take
           with Reed staff through supporting the referral     place, and now through the introduction of the
           and be made aware immediately if a                  Secondary Referral Route, Reed and their supply
           family/individual does not attend?                  chain may market to other Local Authorities services
                                                               and recruit direct to the provision.
           It was also suggested that referrals need to be
           generated from a wider range of sources than        Reed and their supply chain do advise Local
           Children’s Centres. Could Reed work with LAs to     Authorities of individuals/families who do not attend.
           develop this idea?

           Could Local Authorities use successful             This was raised at the event as a good practice idea
           programmes like financial clinics/debt counselling and an area which the Liaison Managers employed
           to market ESF to potential candidates?             by Reed and their supply chain are exploring
                                                              individually with each Local Authority in the area.

                                                                                                                                   27
Local feedback – CPA events summer 2012
CPA 7       Feedback from delegates                                Next steps/comments                                         Provider
            Does ESF Families provision compete with               ‘Merseyside ESF Worklessness’ is an ESF funded
            ‘Merseyside ESF Worklessness’?                         project managed through Liverpool City Region
                                                                   Local Enterprise Partnership (LEP).

                                                                   Discussions with Wirral LA have been held and
                                                                   confirmation provided on how their ESF provision
                                                                   and ESF Families provision can be accessed
                                                                   simultaneously. Reed continues to work with the LA,
                                                                   and the ESF Worklessness provision is not
                                                                   preventing referrals from this area.

           Could providers establish closer working                Reed and their supply chain have already made
           relationships with Work Programme Providers to          some contact and completed research into the
           help with identifying families?                         potential participant volumes that could be
           A Work Programme participant can act as the             generated from Work Programme participants,
           Qualifying Person to passport access to ESF             which would appear to be limited.
           Families provision, even though he/she could not        This is one route which can be incorporated into the
           be referred to ESF once on Work Programme.              Secondary Referral Route (SRR). Initial discussions
                                                                   have been held between Reed and DWP and will be
                                                                   progressed as the SRR is implemented.

           Some LAs reported that they were not resourced          LAs are asked to identify those families who they
           to perform the eligibility checks within the referral   consider will benefit from the ESF provision and
           process. There are differences between LAs in           identify them to the provider. They are not required
           respect to the resource being used to support the       to check individual’s eligibility, benefit status or Work
           provision. Without the necessary resource many          Programme status.
           referrals are just being ‘rubber-stamped’. LA
           elected Members have expressed concern about
           LA staff doing ESF referral work which they are
           not funded or paid for. It is an added pressure
           and takes staff away from other work.
           What eligibility checks are LAs being asked to
           perform?


                                                                                                                                          28
Local feedback – CPA events summer 2012
CPA 7       Feedback from delegates                            Next steps/comments                                     Provider
            Could identification of Troubled Families and      This issue was raised as good practice by a Local
            ESF Families be aligned?                           Authority that had already begun to align the
                                                               coordination of referrals to Troubled Families and
                                                               ESF Families under the same Senior Manager.

                                                               In other Local Authorities this has already been
                                                               done and it fits the ethos of both Troubled families
                                                               and ESF Families.

            Could customers be made more aware of the          Reed staff have been briefing LA and other external
            benefit changes that are going to be introduced?   organisations about the forthcoming changes to the
            – They could be encouraged to start to do          welfare system. It is something being used to
            something now, before it happens.                  demonstrate the benefit of accessing provision such
                                                               as ESF Families, therefore allowing
                                                               individuals/families to be better prepared for the
                                                               changes.

                                                               ESF Memo 15 has given ESF providers some
                                                               direction and useful links regarding the Benefit Cap.
                                                               The memo reiterates that it is the Provider’s
                                                               responsibility to work with individuals/families who
                                                               may raise queries about this.

            Could a warm referral/handover between LA and      Warm handovers are always the preferred model
            provider/adviser improve the conversion rate?      where practical.




                                                                                                                                  29
Local feedback – CPA events summer 2012

CPA 7      Feedback from delegates                    Next steps/comments                                                 Provider
Cumbria,   Improving communications between Local Authorities, Providers, Sub contractors and                             Reed in
Lancs.,    Specialist Providers                                                                                           Partnership
Mersey
           How can Reed/ Local Authorities work to              Reed has confirmed that each Local Authority is
           understand why some families do not engage?          advised of individuals/families who fail to attend. In
                                                                the majority of cases a specific reason may not be
           Could Reed and their supply chain share with         known - the individual has simply failed to attend or
           Local Authorities feedback on individuals/families   respond to any contact from Reed or their supply
           who fail to attend initial interviews and reasons    chain.
           why they wish to not engage?
                                                                Reed haas considered incentives as part of their
           Any actions arising from this feedback could then    marketing strategy, actions deriving from this are
           be taken forward by Reed and their supply chain      captured in the Providers Development Plan.
           in consultation with Local Authorities and DWP.

           Can providers offer incentives to encourage
           people to attend?


           Delegates reported that the relationship between     Reed has discussed co-location with each Local
           Reed and Local Authorities is good and monthly       Authority and arrangements have been put in place
           meetings are held, but more families are needed      where possible; at Children’s Centres, for example.
           to test the feedback mechanisms properly.
                                                                An action will be included in the Provider
           Would co-location of provider/contractor with        Development Plan (PDP) to consider/investigate
           Local Authority services help with identification,   additional co-location with other Local Authority
           referral and feedback?                               services, although this is subject to IT access for the
                                                                Family Engagement Advisers in order for them to
           Could Reed/contractor Provider liaise directly       complete interviews with individuals/families.
           with the Local Authority staff who generate each
           referral to discuss further and agree follow-up
           action if required?
           Will Reed continue to work with LAs to ensure        Reed will continue to work with Local Authorities to
                                                                                                                                   30
Local feedback – CPA events summer 2012
CPA 7       Feedback from delegates                           Next steps/comments                                    Provider
            the feedback is sufficient and beneficial?        ensure the feedback is sufficient and useful. The
                                                              production of Good News Stories is included within
            Suggested good practice – feed back presented     the Provider Development Plan between Reed and
            at monthly meetings to cover people who haven’t   DWP.
            joined the provision and the progress of those
            who have.                                         Local Authorities should raise any concerns with
                                                              Reed or their supply chain in the first instance and
                                                              then with the DWP Performance Manager.




                                                                                                                                31
Local feedback – CPA events summer 2012




                                   CPA 8 – SOUTH EAST




                                                        32
Local feedback – CPA events summer 2012

CPA 8      Feedback from delegates                          Next steps/comments                                         Provider
South      General feedback                                                                                             Skills
East                                                                                                                    Training
           Delegates reported confusion on double funding   The two funding systems are compatible with each
           and difference between TF and ESF.               other.

                                                            Department for Communities and Local Govt. and
                                                            Department for Work and Pensions are working
                                                            together to produce two complementary guidance
                                                            products tackling questions about the interaction
                                                            between the Troubled Families and ESF Families
                                                            programmes.

           LA delegates also raised concerns about admin    The ESF Families provision is designed to act as an
           resources for coordination of ESF programme.     extra added value package made available for LAs to
                                                            use to complement their existing support for the
                                                            families they deal with. The funding for the
                                                            programme is tied up with supporting the provision,
                                                            subject to strict ESF audit rules, and could not be
                                                            used in the way suggested.

                                                            DCLG funds LA Troubled Families Coordinators
                                                            (TFCs). The ESF Families provision is one of the tools
                                                            available to Local Authorities and their TFCs for
                                                            achieving the Government’s ambition of turning
                                                            around the lives of the Troubled Families living in their
                                                            areas.

           Increasing referrals in each LA and improving rates of conversion from initial engagement to
           attachment
           LA delegates asked whether a follow up event     A follow up event has been booked for 20th November
           could be arranged for November



                                                                                                                              33
Local feedback – CPA events summer 2012

CPA 8      Feedback from delegates                     Next steps/comments                                    Provider
South      Improving communications between Local Authorities, Providers, Sub contractors and Specialist      Skills
East       Providers                                                                                          Training
                                                       Meanwhile, DWP Performance Managers are working
                                                       with Skills Training to address concerns raised at CPA
                                                       event




                                                                                                                   34
Local feedback – CPA events summer 2012




                                  CPA 9 – SOUTH WEST




                                                       35
Local feedback – CPA events summer 2012

CPA 9      Feedback from delegates                              Next steps/comments                                         Provider
South      General feedback                                                                                                 Twin
West                                                                                                                        Training
           Delegates reported confusion on double funding       The ESF Families provision is designed to act as an
           and differences between TF and ESF. Do               extra added value package made available for LAs to
           individuals have to be engaged by the Troubled       use to complement their existing support for the
           Families provision before they can be referred to    families they deal with. The funding for the
           ESF Families?                                        programme is tied up with supporting the provision,
                                                                subject to strict ESF audit rules, and could not be
           LA delegates also raised concerns about admin        used to fund admin costs related to the referral
           resources for the coordination of referrals to the   process.
           ESF programme.
                                                                However; DCLG does fund LAs’ Troubled Families
                                                                Coordinators (TFCs). The ESF Families provision is
                                                                one of the tools available to Local Authorities and their
                                                                TFCs for turning around the lives of the Troubled
                                                                Families living in their areas.

                                                                Candidates for ESF Families do not need to be
                                                                registered to the Troubled Families programme before
                                                                they are referred to the ESF provision.

           Increasing referrals in each LA and improving rates of conversion from initial engagement to                     Twin
           attachment                                                                                                       Training
           SPMs, PMs and ESFMs working with provider to      Further details will be added to later versions of this
           address concerns raised at CPA event and visit    log.
           those LAs who have not yet referred or where
           referrals are particularly low.
           LAs to work on gaining trust from all departments DWP Performance Managers and Jobcentre Plus
           within LAs                                        ESF Managers are working with LA Single Points of
           Build on the ground relationships, including      Contact (SPOCs) to support them in promoting ESF
           considering co location with LAs/Providers/JCP    families provision within their organisations.
           LAs need to embed ESF into their existing
           services
                                                                                                                                  36
Local feedback – CPA events summer 2012

CPA 9      Feedback from delegates                     Next steps/comments                                            Provider
South      Improving communications between Local Authorities, Providers, Sub contractors and Specialist              Twin
West       Providers                                                                                                  Training


           DWP Performance Managers are working with the    Further details will be added to later versions of this
           provider to address concerns raised at the CPA   log.
           event.




                                                                                                                            37
Local feedback – CPA events summer 2012




                             CPA 11 – WEST MIDLANDS




                                                      38
Local feedback – CPA events summer 2012

CPA 11     Feedback from delegates                            Next steps/comments                                  Provider
West       Increasing referrals in each LA and improving rates of conversion from initial engagement to            EOS
Mids       attachment
           Good practice
           Some LAs lack knowledge of ESF Families            EOS/LDPs hold monthly meetings with LA’s, providing
           provision offer and eligibility and for years have the opportunity for any lack of awareness about the
           been using third sector organisations to deliver   programme to be addressed. The EOS website
           what they believe ESF offers.                      provides an overview of the contract, Progress
                                                              Measures and key worker role and services
           Could EOS tap into wide range of communication
           channels through/to LAs – including e-channels
           like newsletters, e-bulletins, etc. and various LA Key workers attend LA forums. Newsletters being
           forums?                                            produced at the request of some LAs. One LA wished
                                                              to use Facebook site to promote programme. EOS
           Could a prospectus of EOS’s Progress Measures      are keen to explore any opportunities to communicate
           be produced and circulated?                        and raise awareness of the ESF programme to LAs.
                                                              EOS have appointed a new Marketing Manager who
                                                              will be reviewing all existing marketing and
                                                              communication

                                                                 The EOS website provides an overview of the
                                                                 contract, all Progress Measures and key worker role
                                                                 and services.

           LA staff do not understand EOS’s marketing            New EOS Marketing Manager is currently reviewing
           material (a leaflet was mentioned).                   all marketing material.

           What measures might be implemented to address         DWP is currently investigating options for speeding up
           the issue that a certain proportion of referrals to   the exchange of information during the referral
           the programme turn out to be ineligible?              process.


           LAs seemed to understand that ESF definition of a     The ESF Families provision is designed to act as an
           family can include more than one household,           extra added value package made available for LAs to

                                                                                                                          39
Local feedback – CPA events summer 2012
            including estranged family, but there is still       use to complement their existing support for the
            confusion about fit between ESF and Troubled         families they deal with.
            Families. Does the Troubled Families funding
            model mean that only 1/6 of TF identified families   Department for Communities and Local Govt. and
            can be referred to ESF? Is there a conflict of       Department for Work and Pensions are working
            interests and funding for LAs when deciding          together to produce two complementary guidance
            whether to refer an individual/family to the         products tackling questions about the interaction
            Troubled Families programme or the ESF Families      between the Troubled Families and ESF Families
            provision?                                           programmes.

            Some LAs are reported to have concerns about         None of the EOS or LDP Key Workers have
            the levels of staff resource made available EOS      caseloads that have reached the capacity level
            and its Local Delivery Parnters (LDPs) for           agreed in their contract and volumes and capacities
            delivering the ESF Families provision.               will be reviewed as numbers rise to ensure additional
                                                                 Key Workers are recruited when necessary.
            Does EOS need to improve capacity? Can EOS
            improve visibility of adviser resource?              Co-location was discussed as an option at the start of
                                                                 the contract and is still open to those LAs where this
            Could EOS co-locate advisers on LA premises?         has not been taken forward. EOS/LDPs would be
                                                                 keen to accept offers of co-location where numbers of
            Can EOS increase/improve partnerships with local     LA referrals makes deployment of resource feasible.
            third sector specialist providers?                   Key Workers are attending LA forums and
                                                                 participating in joint case conferencing to improve
                                                                 visibility and cohesion of services.

                                                                 EOS set up commercial arrangements with a wide
                                                                 variety of local third sector specialists as part of their
                                                                 bid to DWP. Whilst EOS need to honour contracts,
                                                                 they will continually review the suitability of
                                                                 organisations and may utilise other local specialist
                                                                 delivery partners as the need arises.
            Some delegates suggested that LDPs might feel        Implementation of the Secondary Referral Route will
            constrained because they can’t directly              give EOS/LDPs the opportunity to engage with a wide
            market/recruit to ESF Families provision.            range of potential referral sources and they are
                                                                 developing their marketing plans accordingly.

                                                                                                                              40
Local feedback – CPA events summer 2012

           Can EOS work with LAs to explore alternative         EOS are constantly willing to explore referrals from
           sources of referral? For example: in some LAs,       other sources/services with the firm understanding
           EOS has worked with FIP team and engaged with        this will be led by and in consultation with the LA
           children’s centres. Could EOS liaise with other LA   SPOC.
           delivery partners to identify families they’re
           engaged with:
               o Leaving care services/18+ care leavers
               o Youth offending teams
               o Schools
               o Integrated offender management units
               o Health visitors

           Can the referral/attachment process be shortened     EOS is constantly reviewing the referral/attachment
           or made to work smarter? Delegates reported that,    process and will continue to explore ways to improve
           at present, it takes too long.                       the system.

           Some eligible families may be wary of DWP-           Co-location was discussed as an option at the start of
           affiliated provision. If EOS/contractors were        the contract and is still open to those LAs where this
           integrated with LA services, and links to DWP less   has not been taken forward. EOS/LDPs would be
           obvious, would such families might be more           keen to accept offers of co-location where numbers of
           interested in provision?                             LA referrals makes deployment of resource feasible.
                                                                In many of the delivery areas co-location is the
                                                                preferred delivery model.
                                                                ESF programmes must always seek to make it clear
                                                                to participants that the provision is delivered on behalf
                                                                of DWP and funded by ESF as part of the ESF
                                                                regulatory requirements. Therefore providers would
                                                                not be allowed to make it ‘less obvious’ it is a DWP
                                                                programme. Non adherence of ESF regulatory
                                                                requirements can results in claw back of ESF funds




                                                                                                                            41
Local feedback – CPA events summer 2012

CPA 11     Feedback from delegates                     Next steps/comments                                               Provider
West       Improving communications between Local Authorities, Providers, Sub contractors and Specialist                 EOS
Mids       Providers

           Could EOS advisers be involved/embedded in          Where ever possible EOS Key Workers are co-
           case conferencing with local LA family support      located with LA opertional staff. The teams or location
           workers? This might allow more warm handovers       of the co-located staff is led by the LA SPOC and
           and integrated working.                             EOS jointly.

           Closer integration might facilitate ESF provision   EOS Key Workers do participate in case conferencing
           actions and progress measures being agreed in       and Action Plans are formulised to add value to what
           synergy with LA services –ESF Families Provision    is already being delivered to that family and not
           adds value, rather than replacing LA services       duplicate existing support or services.

           Some delegates suggested that, ideally, ESF
           Action plans should be integrated into wider LA
           action plans and discussed with EOS advisers
           during LA case conferences.

           Some delegates suggested that customer              EOS take customer feedback very seriously, and use
           feedback might be being neglected.                  it to drive delivery improvements and identify what
                                                               works well. This is why EOS have included
           Might a standardised customer feedback form be      standardised feedback forms across their delivery for
           one solution?                                       the beginning, middle and end of a participants
                                                               journey. EOS will ensure this is embedded in to their
                                                               internal complaince monitoring to ensure feedback is
                                                               being collated and acted upon.
           Delegates suggested that while most LAs are         EOS has monthly meetings with LAs and will discuss
           getting monthly MI from provider, it may not always the individual MI needs of each LA at these meetings.
           be what they want/need.
                                                               EOS are more than happy to tailor the information
           Could EOS liaise with LAs to establish what they    given to meet the LAs requirements where possible.
           would like to know?                                 Distance travelled would be communicated via case
                                                               conferencing and not as part of monthly MI as this

                                                                                                                               42
Local feedback – CPA events summer 2012
            Suggestions from delegates included:      can be very subjective dependant on individual
                                                      participant needs/issues.
                  o Number of families attached
                  o Number on each progress measure
                  o Distance travelled




                                                                                                       43
Local feedback – CPA events summer 2012




                 CPA 12 – YORKSHIRE & HUMBERSIDE




                                                   44
Local feedback – CPA events summer 2012

CPA 12     Feedback from delegates                              Next steps/comments                                         Provider
Yorks &    Increasing referrals in each LA and improving rates of conversion from initial engagement to                     EOS
Humber     attachment
           Could raising awareness of the forthcoming big       EOS and its Local Delivery Partners (LDPs) are
           changes in welfare reform (benefit caps, etc.)       engaging with Local Authority housing services and
           incentivise referrals and encourage interest in, and housing associations with a view to identifying and
           take-up of, the ESF Families provision?              supporting families likely to be affected by welfare
                                                                reform. Implementation of the Secondary Referral
           Families currently unwilling to consider work may    Route will allow EOS/LDPs further scope to identify
           experience reduced income and housing                and engage with organisations where these families
           problems, including eviction, which might be         can be reached.
           avoided or mitigated if family in work
            - York – already doing this
            - Barnsley – putting together something along
               these lines
            - Providers/LDPs/LAs could market ESF as
               “employment support for families’

           Would LDP co-location with LA services help to       Co-location was discussed as an option at the start of
           generate good referrals?                             the contract and is still open to those Local Authorities
                                                                where this has not been taken forward. LDPs would
           ESF is designed to add value to work LAs already     be keen to accept offers of co-location where volumes
           doing. What can LAs, EOS and LDPs do to share        of Local Authority referrals make deployment of LDP
           priorities and ensure we work together??             resource feasible.

           Delegates suggested that the provision should        LAs/EOS/LDPs are constantly developing
           focus on mid-range individuals/families; not the     relationships and are actively engaged in case
           hardest to help, not the closest to work:            conferencing, multi-agency meetings, Troubled
            - For those who are hardest to reach – need         Families steering groups, etc.
               more partnership work with LA to prepare
               them for ESF                                     Focussing on mid-range individuals/families would be
            - For those less hard to reach – easier to          a reasonable strategy if profiles were being met.
               engage – greater success rate, but shouldn’t     However EOS/LDPs have sufficient capacity and
               displace harder to help candidates               contractual scope to work with all individuals/families

                                                                                                                                  45
Local feedback – CPA events summer 2012
                                                                  who meet the eligibility criteria and would not wish to
           Are LAs aware that they can continue to work with      restrict referrals at this stage.
           referees to ESF? Lack of awareness of this may
           trigger fears that they’ll lose oversight of support   EOS/LDPs hold monthly meetings with Local
           for families.                                          Authorities and these are now also being attended by
                                                                  the DWP ESF Manager, providing the opportunity for
                                                                  any concerns or lack of awareness about the
                                                                  programme to be addressed. Mechanisms are in
                                                                  place for LDPs to provide Local Authority key workers
                                                                  with feedback about individual’s progress.

           JCP need to identify ESF Customers pre-Work            Work Programme has to take priority as it is a
           Programme mandation and avoid the situation            mandatory programme. However, advisers
           where individuals who have been selected for ESF       considering referrals (and LDPs receiving them)
           referral are mandated to Work Programme while          should bear in mind that customers mandated to Work
           the ESF referral and attachment process is             Programme may nevertheless be suitable to act as a
           underway.                                              qualifying person to passport other family members to
                                                                  ESF.

                                                                  Implementation of Jobcentre Plus outreach and
                                                                  Jobcentre-based adviser referrals facilitate greater
                                                                  scrutiny of candidates, allowing advisers to avoid
                                                                  referring individuals who have been mandated to
                                                                  Work Programme.

           Troubled Families Co-ordinator (TFC) is very           Significant progress has been made with good
           important. Do TFCs currently have good                 relationships developing in most LAs. In some Local
           relationships with LAs, LDPs, EOS and JCP as           Authorities the Troubled Families co-ordinator is also
           well as excellent understanding of interaction         the ESF Single Point of Contact (SPOC). This referral
           between the Troubled Families programme and            management model is being developed through joint
           ESF Families? What can be done to build this up?       TF and ESF coordinator/EOS/LDP and DWP ESF
                                                                  Manager meetings.

           What alternative referral routes/sources are there?    Implementation of the Secondary Referral Route will
                                                                  give EOS/LDPs the opportunity to engage with a wide

                                                                                                                            46
Local feedback – CPA events summer 2012
            90% of workless families are in social housing.       range of potential referral sources. They are
            Could housing associations be a good                  developing their marketing plans accordingly and it is
            source/partner?                                       expected that increased engagement with housing
                                                                  associations will be a priority.

            Some delegates suggested that providers may find      Progress Measure (PM) delivery focuses on meeting
            working to Progress Measures to be too resource       the needs/requirements of the participant. Providers
            intensive and inflexible, taking staff away from      must retain sufficient evidence to support their
            provision to focus on paperwork.                      financial claims and subsequent audit, but are free to
            It was suggested that fluctuating levels of           design their records and processes to be more cost
            engagement from families - which, typically, is how   effective for their own systems. Most PMs provide the
            some people want to engage with the service –         flexibility for completion to be achieved over a
            can make achieving milestones/PMs difficult for       potential 52 weeks with no requirement for intensive
            provider.                                             attendance or attendance over consecutive weeks.
                                                                  Existing PMs are published on both the EOS and
                                                                  DWP websites and suggestions for new PMs or
                                                                  improvements for existing PMs are welcomed.

            The evidence base shows that emphasising the          No. The EOS website provides an overview of the
            role of the ‘key worker’ works well for families.     contract, Progress Measures and key worker role and
            Does having Progress Measures divert resource         services.
            from this?




                                                                                                                           47
Local feedback – CPA events summer 2012

CPA 12     Feedback from delegates                             Next steps/comments                                     Provider
Yorks &    Improving communications between Local Authorities, Providers, Sub contractors and Specialist               EOS
Humber     Providers
           All parties need a clear picture of what is         Co-location might solve a lot of the feedback issues
           happening in the flow from referral to attachment,  and is still open to those Local Authorities where this
           and an understanding of attrition rates and their   has not been taken forward.
           causes.
                                                               There are already feedback mechanisms in place
           LAs need more information on PMs and their          between LDPs and LAs, which allow progress
           relevance to relevance to providing effective,      updates on individuals. Referral process issues form
           appropriate support for referred families. LAs need part of monthly discussions between EOS/LDPs and
           to be able to agree with providers what is required LAs.
           for each family and be confident that it is being
           delivered.                                          Existing Progress Measures are published on both
                                                               the EOS and DWP websites and suggestions for new
                                                               PMs or improvements for existing PMs are welcomed.
                                                               There are feedback mechanisms in place between
                                                               LDPs and LAs on individuals.




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