Contract Service Specification

CONTRACT SERVICE SPECIFICATION (Version 5a) SCHEDULE 4 TO THE SUPPORTING PEOPLE STEADY STATE CONTRACT For: (insert name of service)____________ 1.0 1.1 Purpose The purpose of Supporting People is to provide contracted ‘housing related support’ to specific eligible people (service user) and/or ‘designated’ accommodation. The contracted support will go to those determined as vulnerable and most in need by the Council on a term agreed between the Council and the provider. The continued entitlement of service users to receive housing related support shall be subject to regular assessment of need by the provider (or Council if it so decides and whom will have the final decision) and the relevant financial eligibility tests. Supporting People contract funds are paid to provider directly to support service users, but only for the contracted period and at the same or increased/reduced hour(s) as assessed and agreed by the Council. This specification is for the delivery of Supporting People eligible support services provided to assist vulnerable people to develop or maintain their capacity to live independently in accommodation. For contracts with care – add a paragraph to explain that there is need for compatibility. Service Objectives 1.2 1.3 2 By the provision of housing related support: 2.1 2.2 To develop and to maintain the capacity of eligible people with housing related support needs to achieve maximum independence in their own home To ensure fair access to support services for those assessed as most in need of this service The strategic objectives of this services are A) add in objectives from the strategic review (See eg Salvation Army spec) B) Strategic Objectives The objectives are: (pick from the list below or add specific objectives)  To promote independence for older adults at risk in their own home and to reduce hospitalisation and reliance on residential care  To promote independence, supported living and reduce reliance on residential care  To prevent homelessness and reduce the use of all types of temporary accommodation  To prevent rough sleeping and sustain life away from the streets  To reduce and prevent drug misuse and support access to appropriate treatments  To reduce and prevent alcohol misuse and support access to appropriate treatments  To reduce mental health crises and reduce crisis admissions to hospital  To prevent offending/re-offending and support those released from prison or other institutions  To promote independence and support young people at risk of harm, offending or institutionalisation  To reduce domestic crime and support safe choices for women  To promote independence and support vulnerable young mothers        To promote independence and support people living with HIV Culturally specific services to promote independence and support refugees Culturally specific services to promote independence and support travellers Culturally specific services to promote independence and support BME service users To promote independence and support tenancy sustainment To promote independence and support those with learning disabilities To promote independence and support those with physical disabilities 3 Service description (specific to each service) 3.1 Statement of purpose The service must be provided at all times in accordance with the specification and should incorporate the following strategic aims of the Bolton Supporting People programme: a) b) c) Improving safety, reducing crime and tackling drugs Improving health, well-being and the quality of life Ensuring vulnerable people live in good quality housing At all times the service will respect the human rights of Service Users and their rights of personal freedom, choice in daily living, dignity and self respect, independence, privacy, fulfilment and the exercise of free will. (Insert - Individual specific additions, eg. from the Mission Statement) Note - These should set out the objectives and philosophy of care, nature of services, facilities, physical and geographical access. The aim is (insert aims) The service will work to:  (insert)  (insert) The following clients are eligible for the service:  (insert)  (insert) Exceptions may be dealt with on a case by case basis Details          The premises/office (delete) are located at (insert address) Number of units (insert number) This service is accommodation based/a floating support service (delete as appropriate) The accommodation is located at (insert address) There is/is not disabled access to the building (delete as appropriate) (insert number) bed spaces/units Meals are/are not supplied on the premises at a cost to the Service User (delete as appropriate) Tenure is maintained on a (insert) day licence/tenancy agreement Maximum length of stay is (insert) unless the Supporting People team have otherwise agreed. 3.2 Nature of the service (Service specific) 3.3 Eligible Service users (Service specific) 4. Premises 4.1 Particular facilities, location, accessibility (Service specific) 4.2 Security of tenure, internal, necessary permission (Service specific) 4.3 Environmental The service must comply with all relevant Health & Safety and Environmental legislation 2 conditions (Health & Safety) (Service specific)  4.4 Associated Schedules Smoking is not allowed on the premises / smoking is allowed on the premises in designated areas only (delete as appropriate) Disabled facilities/enhancements are provided as follows:  (insert)  (insert) Associated schedules can be found attached to the Steady State Contract:  Schedule 1a - Details of the support service  Schedule 1b - Service profile  Schedule 2 - Contract price  Schedule 3 - Baseline contracted capacity  Schedule 5 – Details of the Contract Manager and Authorised Officer Monitoring requirements and frequency Service User forums 5. Service delivery 5.1 Rights of service users Details Involving service users in the reviews and design of services, ensuring that any barriers are addressed and those quality standards are met. 5.2 Reviews A support plan review will be undertaken on an Choose Monthly/3 agreed basis monthly/6 monthly All medication stored on the premises must be kept Contract Monitoring in a secure place with a procedure as to who has access and how medicines are handed over, records/receipts and disposal of unused medicines. All money and valuables stored on the premises must be kept in a secure place with a procedure as to who has access with records of hand over and receipts. The service users are/are not exempt from being charged by the Local Authority and the Provider for the housing related support they receive. (delete as appropriate) The service is/is not available as an emergency service. (delete as appropriate) The service can be accessed (insert) days a week, during the hours of (insert) Monitoring Requirements and Frequency Contract hours for the service are (insert number) Quarterly via the per week for (insert number) of units Performance Return Staff team: (example) 1 x 35hrs Service Manager 4 x 35 hrs Support Workers 1 x 35hrs Admin support Details   Housing related support must be delivered at Contract Monitoring a minimum of (insert) per Service User per week/month (delete as appropriate) Any support hours NOT delivered as per contract, must be notified to Supporting People Team immediately it occurs with a) interim measures to be put in place 3 5.3 Medication (if applicable) 5.4 Money and Valuables (if applicable) 5.5 Charging 5.6 Emergencies and Unavailability 6. Workforce Requirements 6.1 Weekly Volume 6.2 Managing workload b) proposals for reinstating full service 6.3 Management including recruitment, training, support and supervision and particular procedures 6.4 Skills, knowledge Examples:  Recruitment, training, support and supervision as per the (insert provider name) procedures   Staff should have experience of working with vulnerable people. Staff should possess knowledge of the client group. (specify as required) 6.5 Particular qualifications 6.6 Age, sex, ethnic background so far as this can be legally defined 6.7 Criminal Records Bureau checks 6.8 TUPE 7. Target support groups 7.1 Target Groups for Supporting People services (delete as applicable) Managers should hold a formal management qualification or have management experience B&ME staff representation - The provider is to aim to achieve a target of 15% of all staff in the service in any 12 month period. Contract monitoring (Equality & Diversity issues, including recruitment policy) All staff must have an enhanced CRB check, including volunteers Contract Monitoring See Appendix 1 of the Steady State contract Primary Client Group 1. Older People 2. Frail Older People 3. Older People with mental illhealth and/or dementia 4. People with Mental Health problems 5. People with Learning Difficulties 6. People with Physical and Sensory Impairment 7. Homeless families 8. Single Homeless People 9. Rough Sleepers 10. People with Drug Problems 11. People with Alcohol Problems 12. Offenders and those at risk of Offending 13. Mentally Disordered Offenders 14. Young People at Risk 15. Young People leaving Care 16. Teenage Parents – must be 18+ to live independently otherwise it must be in a Secondary Client Group 1. Older People 2. Frail Older People 3. Older People with mental illhealth and/or dementia 4. People with Mental Health problems 5. People with Learning Difficulties 6. People with Physical and Sensory Impairment 7. Homeless families 8. Single Homeless People 9. Rough Sleepers 10. People with Drug Problems 11. People with Alcohol Problems 12. Offenders and those at risk of Offending 13. Mentally Disordered Offenders 14. Young People at Risk 15. Young People leaving Care 16. Teenage Parents – must be 18+ to live independently otherwise it must be in a ‘shared’ environment 17. Women escaping Domestic 4 ‘shared’ environment 17. Women escaping Domestic Violence 18. People with HIV/AIDS 19. Refugees 20. Travellers 21. Generic 8. Access to the Details Service 8.1 Exclusions (Service specific) Violence 18. People with HIV/AIDS 19. Refugees 20. Travellers 21.Generic Monitoring Requirements Frequency and High support needs is not in itself sufficient to On going exclude from a service. A service would need to exhaust risk management options including involvement of other agencies in a risk management plan before excluding referrals Possible reasons are:  (insert excluded groups)  (insert excluded groups)  Lack of engagement would lead to the closure of the case file  After a risk assessment has been carried out it is expected that risk management arrangements are put in place to minimise risks of violence or harm to other Service Users and/or staff. 8.2 Referral Route: Contract Monitoring route and  Homeless Welfare, method  Housing Advice, (Service  Adult/Children’s Services, specific, delete  Probation, as applicable)  Drug & Alcohol Team,  Homes for You,  Bolton PCT,  Youth Offending Team,  Older Peoples services,  Self referrals Method:  24 hours a day, 7 days a week, all year round  Interview to establish the support need and carry out a risk assessment 8.3 Refusals Reasons for evictions/refusals to offer a service will Contract Monitoring to offer services/ be monitored at Contract Monitoring meetings or as evictions from required. services There is an expectation of continued engagement in spite of difficulties to provide support. In exceptional circumstances it could lead to withdrawal of supported accommodation. 8.4 Breaks in A break in service should be regarded as (insert) Contract Monitoring service continuous away from the service. A service user (Service can only present as a new Service User after a specific) (insert) continuous break. The SP Team should be informed in unusual cases. 5 9. Eligible Support Services – Agreed list of eligible support services for Bolton Dec 2005 (specific for each service, pick from the list below)                                        Support to enable service user to use equipment in their own home Support to assist service user to deal with neighbour disputes Signposting to education Occasional accompanying of service users to hospital Provision of information on community facilities and services available to service users Advice to service users on how to deal with substance misuse problems and signposting to specialist services Advice and assistance to service users in relation to the safety and security of their accommodation Mediation between service users and their family Advice and support on arranging repair work/ home improvement work Signposting to social events with the aim to prevent social isolation Prompting on social care with the aim of enabling independence Monitoring of service users mental health Helping and assisting in areas such as kitchen hygiene Assisting service users to complete benefit forms Assisting to service users to prevent debt Assisting to organise collection of prescriptions and dispose of out of date medication Assisting service users to develop domestic, social and life skills Assisting service users in meal preparation and advising around healthy eating Help in establishing personal safety and security Monitoring of health and general well being of service users Talking to residents and guests General advice about adhering to tenancy conditions and work on tenancy sustainment Advice to service users in relation to ensuring their connection to utilities Advocacy with health professionals including GP, Dentist, Optician, Chiropody Assessment of needs and risks of service uses with a view to deciding whether to offer them a housing related support service Support to service users to enable them to move to more appropriate accommodation Support to service user to help resolve neighbour disputes or signposting Assisting service users to prepare shopping lists and to access shops for purchase of essential items Help in gaining access to other services and other local community organisations including gaining access to health and social care agencies Support or assist with resettlement activities necessary to enable the service user to move towards more independent living Monitoring of health and well-being for the purpose of signposting to other services Provision of community or social alarms Support to service users to help find employment Work to review and change service to better meet the needs of service users Advice on personal hygiene Out of hours cover needed because of the needs and risks of service users Some childcare provision to allow parents to work one to one with support workers Occasional handyperson services including facilitation and advice Other activities/ tasks as highlighted in individual support plans 10. Ineligible Support services A service shall not be regarded as an eligible service if it is the provision of: 6 Services by the administering authority in satisfaction of a statutory duty placed on that authority (including adult services duties)  Building works (including any adaptation, improvement or repair in relation to a building) other than advice and assistance in obtaining grants for such works or personal support services during the works  Provision of equipment unless the equipment is used to deliver the particular service in question  Psychological therapy or programmes of therapeutic counselling  Services to enforce specific requirements imposed by a court of law  General housing management services  Housing (rent) A services shall be regarded as an ineligible service if it is the provision of:  Provided in a residential care establishment registered under the Care Standards Act 2000  Provided by a person required to be registered under the Care Standards Act 2000 in his or her capacity as a registered provider of care  Nursing or personal care services (which expression shall bear the same meaning as it bears in the Care Standards Act 2000). 11. Service Delivery Standards 11.1 Minimum standards Details Monitoring Requirements Frequency  and The service provider shall as a minimum meet Service review performance level C in respect of each and every Contract monitoring objective within the Supporting People Quality meetings Assessment Framework as published separately by the Council and as amended by the DCLG from time to time. In the event that the Service Provider fails to meet performance level C in respect of any QAF objective, they must be actively working towards attaining performance level C within a timescale agreed as part of the Service Action Plan 11.2 Continuous improvement The Service Provider shall demonstrate continuous Service review improvement in the quality of the service through Contract Monitoring  regular internal review  quality assessment feedback from current and former service users (if possible)  involvement of service users in decisiontaking at agreed levels.  working towards continual improvement in all areas of the QAF, including working towards meeting level B/A in three areas of the QAF within 3 years or before the next service review. A validation visit will be carried out within six months Contract Monitoring of commencement to ensure that the service meets Remove 11.3 if not a new the quality assessment framework. All providers are service expected to meet level C as a minimum requirement. 11.3 Newly commissioned services 12. Complaints & Compliments All complaints regarding the service to be dealt in accordance with Contract Monitoring the Service Provider’s Complaints Procedure and the Supporting 7 People Complaints Procedure and reported at contract monitoring meetings 13. Service outcomes Each service must achieve outcomes which benefit the service users and the Council in achieving its strategic objectives. 13.1 Services must demonstrate how they achieve some or all of the following: (Please amend for short term/ long term services): Short term services  Access to mental health services  Access to drug and alcohol services  Access to GP and Dentist  Access to education and training  Access to employment  Access to financial/ benefit advice and assistance  Maintaining a tenancy  Social engagement and inclusion  Reduction in offending Long term services  Access to mental health services  Access to drug and alcohol services  Access to GP and Dentist  Access to education and training  Access to employment  Access to financial/ benefit advice and assistance  Social engagement and inclusion All services  Any other service outcome requested by Commissioners and the Supporting People team 13.2 Volume of output (service specific)     Length of stay is (insert) unless the Contract monitoring Supporting People team have otherwise Performance agreed. Expected turnover – (insert) units (based on indicator analysis (insert) units and max stay of (insert) Target number of planned moves – (insert) units (based on 71% of the expected turnover) The B&ME target is (insert) per annum (based on actual figure for 2006/7) Monitoring through : GM outcomes monitoring form The section is to be replaced by the CLG outcomes framework 13.3 Response Times (service specific) Volumes of output are to be reviewed annually.  Maximum response times to referral is Contract Monitoring (insert)  Referrals are taken (insert) days a week 14. Performance Indicators 8 Quarterly Supporting People Performance Indicators to be returned by the published deadlines and completed accurately  Move-on and planned departures:  The percentage of service users who have planned departures out of all departures (short term services only)  The number of service users who have completed a programme of support or who no longer need the service (floating support services only)  The number of service users who have moved on in a planned way to independent housing (accommodation based, long term services only)  All to be within an agreed target and measured on the Quarterly Performance return Note 1: A 10% variance from the mean for the same client group for Supporting People could be a baseline target, but there will be differences according to the specific service. Note 2: A target for sheltered and very sheltered housing may not be appropriate as it will not be evident whether move-on is a reflection of positive or negative features of the service. Note 3: Services that are maintaining independence and preventing admission to institutional care may have will be little or no move-on, but will have to demonstrate methods of maintaining independence. Note 4: Short-term non-chargeable services must demonstrate move-on within 2 years on average for all those moved on in any one year. The arrangements to engage move on must be demonstrated if the 2 year target is missed.   Quarterly returns of Performance Indicators          Availability Level (SPI 1) - accommodation-based units availability to be 96% in 2007/8, increasing to 97% in 2008/9. Utilisation Levels (SPI 2) – occupied units in available accommodation to be 95% in 2007/8, increasing to 95.5% in 2008/9, but this is specific to the number of units in the contract. New service users to have an agreed and formal support plan in place within (insert) of service start, and aiming for 100% of service users to have support plans. 100% of support plans to be reviewed every (insert). Support plans should be at level C or above in the QAF to show how the organisation is improving the lives of service users. All complaints to be recorded in writing All services to have an internal Equalities Impact Assessment and Action Plan Turnover of short term services – a target of 130% (2007-2008) Services users who have moved on in a planned way from temporary living – a target of 71% (2007-2008) B&ME service user representation - The provider is to aim to achieve a target of 15% of all service users in the service in any 12 month period. Client record forms (see Schedule 6) to be completed and Quarterly returned to the published deadlines, unless the type of service is Contract Monitoring meetings 9    exempt from this requirement. Supporting People Local Performance Indicators (refer to the latest Supporting People Bolton Contract Management Approach Document) Audit Commission traffic light system, red-significant issues, amber-some issues, green-no issues CLG returns from the Community Housing Services Annual Housing Corporation reports Quarterly 15. Quality Assurance   Monitoring Requirements and Frequency Service user satisfaction to be surveyed annually and the results Provider annual to be collated and presented in a report (information to be made quality monitoring available to the Supporting People Team on request), including report an Action Plan for those areas of identified underperformance Annual Report in order to verify the Service Provider’s selfassessment under the Quality Assessment Framework. Monitoring Requirements and Frequency The Supporting People Team must be informed of Contract Monitoring all reportable accidents/incidents (see Appendix 2 of the Steady State contract.) Details The Supporting People Team must be informed of Quarterly all deaths whilst in the service. Performance Returns Contract Monitoring All documents must be stored securely in line with Contract Monitoring the Caldicott recommendations (see Appendix 3 of the Steady State contract.) Print name Signature Job Title 16. Documents and reporting 16.1 Accidents 16.2 Death 16.3 Security Name of Provider Representative: Date: 10