Sheltered Accommodation and Alarm Service Monitoring Process

to carry out the monitoring and review process.Services Reviews will be carried out in three Phases ï¿½Phase 1 ï¿½ Desktop ReviewPhase 2 ï¿½ On Site ReviewPhase3 ï¿½ Reporting ProcessIn

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to carry out the monitoring and review process.Services Reviews will be carried out in three Phases ï¿½Phase 1 ï¿½ Desktop ReviewPhase 2 ï¿½ On Site ReviewPhase

3 ï¿½ Reporting ProcessIn addition to Service Reviews all service providers are required to produce 6 monthly reports for the following two periods:April-

September ï¿½ to be submitted by the deadline date of 31st October October ï¿½ March ï¿½ to be submitted by the deadline of 30th April The reports are to based

on the following standard performance indicators set by the Supporting People Team:Supporting People Standard Seven - Performance Indicators Explained

Throughput The number bed spaces in the projectThe number of service users supported for the period UtilisationThe number of days that the

accommodation/scheme was not occupied as a percentage of the total available.Withdrawal from the ServiceThe number of planned and unplanned withdrawals for the period and the reasons Reasons for Withdrawals Staffing LevelsThe number of hours worked as a percentage of the number of hours included in the Agreement Schedule 2.Fair AccessA breakdown of referrals and acceptances into the

project(s) broken down by ethnicity.VoidsThe number of units/bed spaces empty onthe last day of the assessment period (i.e either 30th September or 31st March)and the dates that they became voidComplaintsA breakdown of the number of

complaints and the percentage that are resolved at each stage of the complaints process.2 PHASE 1 ï¿½ DESK TOP REVIEW The purpose of the Desk Top Audit is to gather information about the services provided, in order to set the context and

to get a picture of the service delivery and identify issues to be considered atthe on site review The form is intended to gather information and identify issues to be considered in further detail at the Phase 2 On Site Review

Information about the projects to be reviewed and any accompanying paperwork will be sent out during the month stated in the contract (schedule 1) All service providers are required to undertake their own service reviews (audits) and include these with the information requested in the Desk Top Audit

Therefore, those providers who do not have review (audit) systems in place will need to develop their own internal quality assurance systems, which cover the Support Provider Contract and Performance Indicators set out in page 2.A

deadline of twenty eight days will be set for the information to be completed and returned to the Supporting People Team Civic Offices, Barry, Vale of

Glamorgan CF63 4RU On receipt of this information, the service provider will

be contacted to arrange a mutually convenient date (within 8 weeks) for the commencement of the site visit Arrangements will also be made by the Team to speak to Service Users in order to complete feedback questionnaires on the service Following the on site review the provider will receive a draft review report from the Supporting People Team within eight weeks to enable feedback andcomment to be considered before the final report is produced.Please note that the Supporting People Team will also carry out unannounced visits to projects from time to time.In addition to the information required on the desk top reviewform (see below) all service providers are required to provide a copy of their -Service/Organisations Aims and ObjectivesEqual Opportunities PolicyThe Desk TopAudit FormThe form has three parts:Column one identifies the practice option Where these are listed they are mandatory After this there is an invitation toproviders to state which other option they have chosen to fulfil the standard Please note that your service may fulfil the standards in more ways other than those listed If this is the case please state the function in this column under ï¿½otherï¿½.The second column asks you to summaries/outline what material

or practices you have in place to evidence the standard This may include a range of activity It could be any of the following ï¿½ these are suggestions

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and examples and are therefore not exclusive:Information arising from internal quality assurance work.Snapshot surveys by independent parties or the service provider.Policies and procedures.Proforma information ï¿½ e.g appraisal

documents, individual support planning document.Recorded evidence of day to day activity.Tenant participation/consultation outcomes ï¿½ e.g outcomes of exit questionnaires.Evidence ï¿½ notes/minutes from meetings with stakeholders

Information from training courses attended.Statistics and information presented

to the Management Committee/Board of Directors Mandatory practice options that relate to systems or processes must be supported by written policies and

procedures.Some additional information will be required at the Phase 2 On Site Review ï¿½ to prove that the service provider can reinforce what they have said

on the form and also to answer any queries the Supporting People Team may have about information supplied Therefore service providers must be willing and able to back up the information provided Furthermore, the information provided

at this stage will be tested out in the reality checks at the Phase Two On Site Review.The third column exists for Supporting People Team to comment and raise issues on the completion of the form This will involve them listing areas which they will want to raise at the Phase 2 On Site Review ï¿½ these may relate

to clarifying information, queries they may have, or where they want further evidence for an activity, as well as wider questions and clarification as to whysome practice options are not pursued by a service provider.3 PHASE TWO ï¿½

ON SITE REVIEW The On Site Review has four broad functions:To confirm the information provided from the Phase 1 ï¿½ Desk top Review and corroborate itTo gather evidence in relation to the funding the provider is receiving in respect

of the Contract and Schedules.To hear directly from the service users, staff, landlords and stakeholders about the quality of service being providedTo use theabove three elements to assemble a range of evidence from different sources which can confirm judgements and conclusionsThe reality checking process of talking to tenants, staff, landlords and other stakeholders is a crucial part ofthe process and will assist the Supporting People Team to:-Take a closer look atthe information provided from the Phase 1 ï¿½ Desk Top Review, audit and confirmdetails.Hear directly from service users and stakeholders about the quality of services being provided.Assemble a range of evidence from different sources which can support the same conclusionPHASE THREE ï¿½ REPORTING PROCESS The purpose of the reporting process is to present a firm judgement about whether and how well the service provider is complying with the standards, practice options, performance indicators and the Support Provider Contract.The reporting process will also be used to highlight innovative and best practice and present recommendations for service improvement.The reporting process will be undertaken

in three stages:Compilation of a draft report by the Supporting People TeamInterim challenge of the report by the Service ProviderProduction of the final report by the Supporting People TeamIf during the review or monitoring of the project, issues regarding the quality, standards of service or any other

problem are noted which the service provider needs to address, these will be included in the final report.The Service Provider must then take immediate steps

in order to comply with the report requirements within the deadline date/s provided, following which a second on site visit may be made by the Supporting People Team.Where the process of assessing the continuing strategic relevance ofexisting provision identifies an under supply or over supply of provision, this will need to be fed through the Supporting People Planning Group in time for it

to form part of the annual discussion which leads to the formulation of the Supporting People Operational Plan.#####PAGE #1##PAGE #2#

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