Housing & Adult Social Services

Induction

25th November 2014

Heidi Rossetter – Learning and Development Team

Introductions

• Name

• Job title

• Department/ Team you work for

• Why Islington Council?

• What do you want to take away from today?

Introduction to Housing Adult Social ServicesMaxine Holdsworth

Service Director – Housing Needs and Strategy

Islington Council

• High performing council overall

• Excellent partnerships – health, housing, education, environment, police etc.

• Main concern is to address inequality or “fairness” to close the divide

Islington as a Place

• Population: over 190,000

• Very rich and well educated – also very poor and excluded

• Deprivation and unemployment

• Arsenal, Sadlers Wells, Kings Place

• Complex and diverse – and wonderful

Islington Council - as a place to work

• Really good staff• Hard work• Fun• Creative • Challenging• A great location

Political Leadership

LEADER OF THE COUNCIL

Cllr Richard Watts

MAYOR

Cllr Theresa Debono

7 EXECUTIVE MEMBERS

• Finance and Performance – Cllr Andy Hull

• Housing and Development– Cllr James Murray

• Deputy Leader & Health and Wellbeing– Cllr Janet Burgess

• Children and Families – Cllr Joe Caluori

• Community Safety – Cllr Paul Convery

• Environment – Cllr Claudia Webbe

• Community Development – Cllr Rakhia Ismail

Total of 48 COUNCILLORS

Councillors …

Council Departments

Difficult Financial Times ….

• Adult Services demographic pressure

• Homelessness demand-led• Housing Revenue Account

reform• Capital has run out!• … and that’s before the

government gets busy• … this will dominate for the

next decade or more

The HASS Triathlon

• Housing Strategy

• Transforming Social Care

• Efficiency and costs

Housing Strategy

• Traditional – access, conditions, supply

• Preventing homelessness and supporting people

• Building stronger communities – worklessness and child poverty (especially overcrowding)

Transforming Social Care

• Personalisation• Choice and control• Early intervention• Community based – less

emphasis on buildings• People do more for

themselves and each other

Efficiency and costs

• Demands and expectations exceed resources

• Restrictions on spending• Ideas wanted• Customer “self-service”• Procurement• Back office functions• Leaner management• Bottom up – and top down

scrutiny

How do we do business?

• Emphasis on developing people for change

• Positive action• Empowering and trusting staff – double

edged• Focus on the service, and empowering

citizens• Difficult in turbulent financial times

Good partners• CCG, C&I FT regionally and

nationally recognised• Others emerging – cannot go

it alone• What are our shared values?

What really matters?• Double edged: no room for

poor partners• Increasingly “Total Place”

style approaches are needed

Housing and Adult Social Services Senior Management Team

Corporate Director of

Housing & Adult Social Services

Sean McLaughlin

Service Director Housing Property Services

Simon Kwong

Service Director Housing

Operations

Doug Goldring

Service Director Housing Needs

& Strategy

Maxine Holdsworth

ServiceDirector Adult

Social Care

Simon Galczynski

Assistant Director Adults &

Older People

Carol Gillen

Speed Networking

Information Governance

Michael WoolcottHead of Information Services

We will cover

Information governance The Legislation

Data Protection Act Common Law Duty Human Rights Act

Confidentiality model Protect Choice Inform

Where to go for more information

When things go wrong

The council has recently come under criticism following two high profile data breaches.

Islington Council fined£70,000 for posting residents details on the ‘Whatdotheyknow’ website in response to a FOI request.

In Feb 2015 the ICO will carry out a council-wide audit to determine whether the council’s practices have improved.

Council breaches in 2013

Aberdeen Council fined when records of vulnerable children were published online

£100,000

NE Lincs Council lost information on children with special educational needs

£80,000

Scottish Borders Council employees’ pension records found in a paper recycle bank in a car park

£250,000

Glasgow Council fined for losing two unencrypted laptops

£150,000

Plymouth City Council fined for as details of a child neglect case to the wrong recipient

£60,000

Barnet fined for losing highly sensitive data £70,000

Leicestershire in data breach following theft of bag £80,000

Croydon fined for serious data breaches following loss of a bag

£100,000

What is this all about?

It is about providing a framework that brings together a set of standards, policies, procedures and controls to ensure personal information is dealt with legally, securely, effectively and efficiently in order to deliver the best possible care to our residents

Legal requirements

Data Protection Act 1998

Human Right Act 1998

Common Law Duty of Confidentiality

The Confidentiality Model

PROVIDE CHOICE

PROTECT

INFORM

IMPROVEIMPROVE

Key roles

Caldicott Guardian – acts as the organisation’s conscience

Senior Information Risk Officer – ensures contractors and suppliers meet IG standards

IG leads – deliver fantastic training and do all the important work around day to day IG!

Practice managers act as gatekeepers for access to information about people

Practitioners themselves – they have a professional duty of confidentiality

Disclosing personal data to a third party

Do we have a contract with this organisation?

Do we have a written Information Sharing Agreement with this organisation?

Are we sending the least amount of data that is necessary?

Have we redacted all other personally identifiable data?

Are we sending the data securely?

Protecting people’s privacy

How We Can Comply With The Law

By ensuring secure and effective information sharing between agencies

By ensuring all staff are confident and trained in data management and information sharing

By signposting who to ask when you don't know

By guarantee that data is shared on a ‘need to know’ basis

Mitigating risk during sharing information with multiple parties

Protecting individuals’ confidentiality and respecting their rights

How to find out more

Intranethttp://izzi/council/directorates/hass/about/policies/

Pages/securityandconfidentiality.aspx

Training

Your departmental contact Michael Woolcottmailto:michael.woolcott@islington.gov.ukT: 0207 527 8184

This dog bites!

Its not the 99 times you get it right it’s the 1 time you get it wrong

Any questions

Adding some sparkle when dealing with customers

Yvonne Lehmbach

Customer Service Manager

Our values

What we believe

• We put serving the public first • We are open honest and fair • We respect all people and communities• We act with intergrity

How we work

• We put ourselves in our customer shoes: Keeping our processes simple, getting it right first time and making it easier for people to help themselves

• We work as one: We work with each other, with other organisations and with the community as a collaborative team

• We make every penny count: With innovation and creativity, we make things happen and deliver new solutions to complex issues, using the money we have as efficiently and effectively as possible.

• We add some sparkle: We do what we do with enthusiasm and passion, even when the going gets tough

Why do you think Customer Care important?

What are your expectations when receiving a service?

How would you describe a good service?

What do you do when you are faced with a poor service?

Customer Feedback, including compliments

• Support is available• Resolve complaints as soon as you can• Managers need to investigate (formal) complaints• 2 different complaints processes for ASS and Hsg• Role of CSU• Members Enquiries must be resolved within 10

working days• Celebrate compliments

A fast and effective response to complaints service gives us the opportunity to

put things right for the customer who has received a poor service

learn from our mistakes and therefore

improve our services

demonstrate that we care about our customers

Show that we are listening

For further details, please contact -

Yvonne LehmbachCustomer Services Manager

ext. 8046Socialservices.complaints@islington.gov.uk

How much do you know about your Islington?

Get into pairs, go around the room and name each building.

Building 1

Islington Town Hall

1

Building 2

Northway House

257 Upper Street

2

Building 3

222 Upper St

3

Building 4

Laycock Professional Development

Centre

4

Building 5

Emirates

Stadium

5

Building 6

Whittington Hospital

6

Building 7

7 Newington Barrow Way

7

Building 8

DraytonCommunityCare Centre/ILDP

52d Drayton Park

8

Building 9

The Angel Wings

N1 Shopping

Centre

9

Can you spot a safeguarding issue?

Rachel Adelson-KettleLearning & Development Lead for Safeguarding Adults

Why does safeguarding adults at risk matter?

Adults• 4-6% of older people suffer from some form of abuse

in their own home, a residential setting or hospital (O’Keeffe et al., 2007)

• Sexual abuse of people with a learning disability is four times higher than in the general population (Mencap et al 2001)

Statistics 2012-13 and 2013-14

Alerts raised

In April-March 2012/13 we had 815 alerts about possible abuse.

In April-March 2013/14 we had 1165 alerts concerning a total of 904 individual people. This is an increase of 43%.

What is' Safeguarding Adults at Risk’? Safeguarding is the process of helping adults at risk keep

themselves safe. This is done by putting plans and policies in place to help people who are less able to protect themselves. It includes all the different strands of inter-agency work which look at the overall care of adults at risk. They look at:

• risk assessments and management of those risks• how to carry out the safe recruitment of staff• safeguarding awareness for all staff, volunteers, informal carers

and the general public• talking to service users/customers about what abuse is and who

they can talk to about it.This list is not exhaustive but covers the main points.

Old definition of an Adult at Risk

•An adult at risk is someone:-

“who is or may be in need of community care services by reason of mental or other disability, age or illness, and who is unable to take care of him or herself, or unable to protect him or herself against harm or exploitation”

(No Secrets, 2.3 2000)

New definition of an Adult at Risk

An adult at risk is:An adult (a) Who has needs for care and support (whether or not

the authority is meeting any of those needs)(b) Is experiencing, or is at risk of, abuse or neglect, and(c) As a result of those needs is unable to protect himself

or herself against the abuse or neglect or the risk of it(Care Act 2014, Section 42(1)

(No Secrets (2000) is being replaced by new government legislation)

What groups of people might this definition include

• Adults with learning disabilities (mild, moderate or severe)• Older people with dementia• People with mental health problems• People with long term conditions• People with physical disabilities• This can also include carers such as a family member/friend who

provides personal assistance and care to adults and are subject to abuse

• It also includes people who are not ordinarily resident in Islington – in other words, staff and volunteers should be concerned about any person, not just Islington residents. (This list is not exhaustive)

• Neglect• Sexual• Physical• Psychological• Financial • Discriminatory • Organisational• Domestic violence• Modern slavery• Self-Neglect

What are the new main types of abuse?

A question for you….

In 2013-14 in which location do you think abuse most commonly took place?

Location of abuse investigated 2013-14

Who abuses?• A family friend or family member• A good neighbour• A care worker• A nurse • A judge• A TV presenter• A stranger• A council employee• An adult at risk

In fact anyone can abuse

What are your responsibilities?

• Know the signs of abuse• Listen carefully – do not pass judgement• Record basic details – who, when, where• Do not contaminate any evidence• Tell your manager who will contact Adult Social

Services Access Service - 020 7527 2299 access.service@islington.gov

For Children • Contact Islington’s Children’s Social Care Referral

and Advice Team on 020 7527 7400

In the event of an emergency always dial 999

Your managers’ responsibilities around safeguarding adults at risk:

• Ensure safeguarding is considered in strategies, plans and services

• Make sure staff understand and know where to locate local and national safeguarding adults policies and procedures

• Keep up to date and ensure staff have had appropriate training

• Support staff through safeguarding cases or when raising alerts

Are you keeping yourself & others safe at work? Detzani Hundebol

OH & Safety Training Co-ordinator

Why do you need to know about health, safety and welfare as a manager in Islington?

• As managers, you have a legal obligation to ensure that staff and visitors within your area of responsibility are provided with a safe and healthy work environment.

• The Health & Safety at Work etc. Act 1974 S.2(1) states:

“It shall be the duty of every employer to ensure, so far as is reasonably practicable, the health, safety and welfare of all his employees”

Why do you need to know about health, safety and welfare as an Islington Council employee?

• As employees, you have to take reasonable care for the health and safety of yourself and of other persons who may be affected by your work

• To co-operate with your employer so far as is necessary

• Not to misuse anything provided in the interests of health, safety or welfare

Islington Council Health and Safety Policy

• Responsibilities and arrangements

• Reviewed annually -available on the intranet

How to make your voice heard?

•Health and Safety Committee meetings

•Health and Safety representatives

•Contact Corporate Health and Safety directly

Sources of H&S information within Islington Council

• Intranet. (izzi page) Health and safety section with all relevant frameworks and guidance for employees and managers

• Topics: Accident and Incident reporting, Work at Height, Violence and Aggression, Lone Working and many more….

Corporate Health and Safety Advice

• Housing and Adult Social Care– Michal Jankowski ext. 2405

• Training – Detzani Hundebol ext. 2483

• Administrator – Christine Huston ext. 3172

Health and Safety Training

Mandatory E-courses online:

•DSE

•Fire Safety

•Office Safety

Training schedule 2014-2015:

•H&S for Line Managers

•First Aid at Work

•Asbestos Awareness

•Health and Safety in the Workplace (QA) Level 2 Award.

Corporate Gym Membership

• Six leisure centre in Islington managed by Aquaterra

• The usual cost of membership is £254.59 / year, which is less than half the general rate of £624 per year. Once membership has started it cannot be cancelled.

Special offer

• In October 2014 staff on the council payroll can apply for a special offer of £195. This is cheaper than the current offer and is paid by the council, which is then recovered through salary in 10 monthly payments.

• If you would like a free 1 day leisure centre voucher contact john.thorne@islington.gov.uk, 020 7527 7096.

• Further information on benefits please check My Benefits page on izzi.

Questions?

Corporate Gym Membership

Six leisure centres in Islington managed by Aquaterra.

The usual cost of membership is £244.80, which is less than half the general rate of £518. Membership is for one year and once it has been started it cannot be cancelled

If you would like a free 5 day leisure centre voucher contact john.thorne@islington.gov.uk, 020 7527 7096.

Action Plan What Next for you?

1.Go through your handouts

2.Explore Izzi/ MyHR

3.What do you want to find out more about?

4.Action your action plan

5.Give us your feedback

6. Is there anything you want us to provide you?

HASS L&D Team

• Heidi Rossetter - Learning & Development Lead for Social Work Education

• Alex Marais - Learning & Development Lead for Adult Social Care

• Julia Jennings - Learning & Development Lead for Housing

• Maria Abbasi – Learning & Development Officer

• Neil Chick - Learning & Development Manager for Housing & Adult Social Services

E-mail: Training-H&ASS@islington.gov.uk

Learning and development in HASS

• Ask the director sessions• H&ASS staff awards• Staff conference• OLLIE