COMPLAINTS POLICY AND PROCEDURE TEMPLATE 1. Introduction

Needs to start with a statement about the value of complaints to the organisation – helps to improve service etc. Needs to set out who can make a complaint under the policy – including possibly applicants, family members and other agencies. Needs to outline responsibilities of managers and managing bodies to oversee the operation of the policy and that staff and volunteers have a responsibility to become familiar with its contents and follow its guidance

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2. Encouraging Complaints Needs to set out how

organisation encourages / enables complaints, including what information is provided to service users and other parties, and how a complaint can be made – whether it has to be in writing etc

3. Responding to Complaints Needs to set out guidelines for

responding to complaints including how the complainant and others affected including staff are kept informed of the progress of the complaint, and what happens at the end of the investigation into the complaint (details set out in Section 7 below)

4. Monitoring Complaints

Needs to stress importance of recording complaints received and process undertaken (details set out below in

Section 8), and processes for learning from the outcomes of complaints. Should set out how complaints are used by the organisation to review practice and procedures (details set out below in Section 9) .

5. Review of Policy and Procedure Needs to set out how often the

Policy and Procedure will be reviewed, how this will happen – in a committee meeting etc, who will be involved, and whose views will be sought as part of this Review (including whether any external agencies and service users themselves will be consulted about this and how).

6. Training Needs to set out what training

(or previous experience) will be required of which staff / or alternatively what training will be made available to staff requesting it in relation to dealing with complaints. .

PROCEDURES 7. Complaints Stages

Needs to set out the stages in the complaints process i.e how many levels within the organisation the complainant can go to if they are not satisfied with the outcome of the investigation and which external body complaints can ultimately be directed to, who will be responsible for responding to complainants, what timescales responses must be made within, how complaints will be investigated at the various stages and by whom ,and what happens at the conclusion of the investigation including whether complainant is asked to confirm that they are happy with the outcome of the complaint and how they are notified of the decision and their right to take the matter to the next stage if they are not satisfied.

8. Recording Complaints

Needs to set out what should be recorded, how and where the record should be kept, as well as who is responsible for keeping this record, who should check it, and what reports should be made onward within the organisation.

9. Review of Complaints

Needs to explain the process by which the results of and trends in complaints are reviewed within the organisation to see if there is any lesson to be learned, including who is responsible for carrying out this review, what kinds of reports are produced and what the involvement of the managing body is .

ENSURING DIVERSITY POLICY AND PROCEDURE TEMPLATE 1. Introduction

Needs to set out organisation’s commitment to avoiding all unnecessary discrimination on grounds of race, ethnic origin, religion, gender, disability, sexual orientation etc and to abide by the law and good practice standards in relation to anti-discrimination. Should also set out any exceptions to the above because of who the Service was established for e.g. may be single gender. Should also enclose positive statement about facilitating service users to fulfil their cultural and religious identity and be free from harassment Needs to outline responsibilities of managers and managing bodies to oversee the operation of the policy and that staff and volunteers have a responsibility to become familiar with its contents and follow its guidance.

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2. Access for Service Users Needs to set out organisations’

commitment to ensuring that all those who fit the criteria for the Service have the opportunity to apply, and that allocation decisions will only be made on the basis of need.(Details set out in Section 7 below) Also once received into the Service that the organisation will seek to ensure that all service users have the opportunity to benefit from their time there, and develop their own cultural and religious identiity.( Details as to

how this is done set out in Section 10 below ) Should include (if relevant) any particular targets to make the Service more accessible to particular groups if they are under-represented at the moment.

3. Employment of Staff and Volunteers Needs to include commitment

to employing staff based on their ability to do the job alone. Recruitment to follow good practice guidance on fairness and transparency. If relevant, to express intention that staff balance in terms of gender, race, culture etc reflects the balance of service users. All reasonable efforts to be made to ensure that disabled applicants are not prevented from doing the jobs because of their disability. All the above should apply to committee members as well (in voluntary sector organisations). (Details as to how this is done set out in Section 8 below)

4. Anti-Harassment

Needs to set out commitment to protecting those that are the victims of harassment – defined as unwanted and repeated verbal, physical, sexual or psychological intimidation of others. Include clear statement that such behaviour will be taken seriously and lead to action being taken against staff or service users found to be perpetrators (Details set out in Section 9 below).

5. Review of Risk Assessment Policy and Procedure

Needs to set out how often the Policy and Procedure will be reviewed, how this will happen

– in a committee meeting etc, who will be involved, and whose views will be sought as part of this Review (including whether any external agencies and service users themselves will be consulted about this).

6. Training and Staff Development Needs to set out what relevant

information (if any) will be provided to staff, what relevant training (or previous experience) will be required of which staff / or alternatively what training will be made available to staff requesting it. Training could include race awareness training.

PROCEDURES 7. Selection of Service Users

Needs to explain how available places are publicised and how organisation ensures that all sections of the community are made aware of this including hard to reach and potentially discriminated against groups. Also, to set out how the organisation ensures that all potential applicants are treated fairly, and what monitoring is done of the process and who receives reports of the results of this monitoring.

8. Selection of Staff, Volunteers and Committee Members

Needs to explain what steps are taken to ensure equal opportunities in the recruitment process – through rigorous use of person specifications, consideration as to where posts are advertised, monitoring of process etc. Should also include statement as to attempts that are made to ensure that people with disabilities can apply and how they might be facilitated in making a full and proper application.

9. Harassment Procedures Needs to explain process for

service user making complaint of harassment plus how service users are informed of this, including who will carry out investigations and within what timescale. Should include reference as to what the organisation would seek to do to protect the victim, and what action might be taken against the perpetrator of the harassment.

10. Fostering Diversity

Needs to include what Service would do if Service User

needed translator service. Also whether there is a need for key documents to be translated into particular minority languages. Should also list local organisations for cultural, ethnic, religious minorities and specify the type of information that the Service holds for people from these groups. If food or shared cooking arrangements are provided should specify arrangements for ensuring that service users can conform to relevant dietary norms e.g kosher or halal.

LONE WORKING POLICY AND PROCEDURE TEMPLATE 1. Introduction Needs to describe the

circumstances under which staff may be working on their own, either in an office or directly with service users in their own home. Needs to include a statement as to how the organisation is committed to minimising any risk that this presents to staff and service users, and that this policy and procedure summarises how organisation tries to achieve this objective. Needs to outline responsibilities of managers and managing bodies to oversee the operation of the policy and that all staff and volunteers have a responsibility to become familiar with its contents and follow its guidance.

POLICY 2. Minimising Risk to Lone Workers Needs to set out how the

organisation seeks to minimise risk to staff. Should include reference to risk assessments carried out on individual service users (set out in detail under Section 5), the necessity of tracking whereabouts of staff (set out in detail under Section 6), guidance provided to staff and volunteers on dealing with difficult situations (set out in detail under Section 7) and the sharing and communication of any relevant information about possible risks (set out in detail under Section 8).

3. Review of Lone Working Arrangements Needs to set out how often the

Policy and Procedure will be reviewed, how this will happen – in a committee meeting or

team meeting etc, who will be involved and whose views will be sought as part of this Review (including whether any external Agencies and service users themselves will be consulted about this).

4. Training for Staff Needs to set out what staff will

be informed of as part of induction programme, and what relevant information (if any) will be provided to staff. Needs to set out what training will be required / what will be made available to all staff requesting it. Could include dealing with difficult situations, assessing and managing risk etc.

PROCEDURES 5. Risk Assessments Needs to set out outline of

procedure for assessing and managing risk. Initially who should supply what information when service users are referred, how that information is used to make decisions, what precautions are taken as a result of information supplied e.g initial meetings being held on neutral ground, how any risk identified is recorded, and how any risk identified is kept under review / any new risk might be identified.

6. Arrangements for keeping track of lone workers Needs to explain how and

when lone workers are asked to inform the organisation as to where they are going, when they are expected to return, how they communicate any changes in their plans, whether they have to communicate to the organisation when they move between appointments, who is responsible for checking that they do return or get in touch when they should, how

they check whether something is amiss, and what they should do when they cannot get any response form the lone worker. Should also make clear the importance of staff abiding by the arrangements.

7. Dealing with difficult situations Needs to set out outline

guidance to staff and volunteers around taking sensible precautions, not taking risks, removing themselves for situations if they have any doubt, going with someone else when it is appropriate. Also how to raise an alarm if situation gets out of hand e.g use of a code word on the phone.

8. Communication Needs to make clear

responsibility to share information, share concerns, keep up to date records of contact with service users, make time for staff to share their work with each other and their Manager etc.

9. Protecting Service Users Needs to state that it is not only

staff who are at risk in one to one work. How are service users to be protected – consistency of staff, use of ID cards, possible restrictions on role of staff working with service users from opposite sex, enabling service users to complain / provide comments, consultation arrangements, contacts with carers / next of kin etc

NEEDS ASSESSMENT POLICY AND PROCEDURE TEMPLATE 1. Introduction Needs to describe who the

Service is aimed at, and a broad description of the user needs it is able to meet (and those that it is not). Needs to include a statement that potential users will be assessed against this eligibility criteria with a view to ensuring that the best possible use is made of the available service, and that service users gain the maximum benefit from their time in the Service, and that this policy and procedure seeks to ensure that this is the case. Needs to outline responsibilities of managers and managing bodies to oversee the operation of the policy and that all staff and volunteers have a responsibility to become familiar with its contents and follow its guidance.

POLICY 2. Assessment of Service User Needs Needs to set out how the

Service seeks to assess service user needs. This should include reference to the need to carry out assessments at the initial stage in a systematic and transparent way, either before or shortly after the decision to allocate an available place in the Service (set out in detail in Section 5), the need to keep this assessment under review (set out in detail in Section 6), the need to examine any issues of risk at the same time (set out in detail in Section 7), and the importance of keeping clear and transparent records of all of this (set out in detail in Section 8).

3. Review of Needs Assessment Procedures Needs to set out how often the

Policy and Procedure will be reviewed, how this will happen – in a committee meeting or team meeting etc, who will be involved and whose views will be sought as part of this Review (including whether any external Agencies and service users themselves will be consulted about this).

4. Training for Staff Needs to set out what staff will

be informed of as part of induction programme, and what relevant information (if any) will be provided to staff. Needs to set out what training will be required (or alternatively experience that will be required of staff) / what training will be made available to all staff requesting it. Could include developing specialist expertise in assessing particular client groups, risk assessments etc

PROCEDURES 5. Initial Needs Assessment of potential service users Assuming that a decision to

allocate a vacant place in a Service is based on an assessment of needs of potential applicants, then this section needs to set out the process that is used. This could include the use of application / referral forms, interviews with potential service users and possible trial visits to the Service. If an application / referral form is used it should be set out here who can complete the form, including the role of the service user in completing or agreeing the form. Any key information on the form that will be used in the assessment should be highlighted. If interviews are carried out it should be explained here who will do this, and whether there are set questions that will be asked. Any circumstances in which external expertise will be used to help in making this assessment should be set out. Who takes decisions on whether to allocate the service should be set out here, as well as who is informed, what level of explanation is provided if a potential service user is turned down, what their right to appeal is if they wish to, and who would hear that appeal. In some Services allocations will be made prior to the needs assessment being carried out. The reason for this should be explained. The mechanism for assessing needs should be set out – whether a checklist of questions is used and who carries out the post-allocation interview.

The link between needs assessments and the development of a “support plan” should be explained.

6. Review of Needs Assessment After a Service User has

moved in the process for reviewing needs assessments will need to be explained. This should include any commitment to formally review the assessment at regular intervals (maximum periods) e.g at least annually. This will probably be directly linked to the review of the “support plan” at the same time

7. Risk Assessments Needs to explain how the risks

presented by the potential service user and the risks that service user might be placed under in the Service will be included in the overall assessment. This should include reference to particular questions that are covered in the application form and/or interviews, and to any common risks that have been identified which are particularly assessed for e.g risk of falling. Assessment should include the likelihood of the risk being realised as well as the potential seriousness of the consequences if it does, and what steps can be taken to minimise the risk. Any circumstances in which external advice / confirmation will be sought should be set out.

A process for reviewing risk assessments should be set out. This could be in line with support plan reviews, but should also include the possibility of carrying out a new risk assessment as the result of incidents and changes in user circumstances. Procedure should set out as to who should be informed of the result of risk assessments.

8. Recording of results of Needs Assessment Needs to explain how results of

needs and risk assessments are recorded, and where they are kept.

PROTECTION FROM ABUSE POLICY AND PROCEDURE TEMPLATE

1. Introduction

Needs to set out the forms of abuse that service users may be subject to – physical, psychological, sexual, financial etc, and the potential sources of abuse – staff, other service users, family, visitors etc. Needs to outline responsibilities of managers and managing bodies to oversee the operation of the policy and that staff and volunteers have a responsibility to become familiar with its contents and follow its guidance.

POLICY 2. Dealing with abuse

Needs to set out what the organisation does to minimise opportunities for abuse, including staff selection procedures and encouragement of all parties to feel free to report concerns (set out in detail in Section 7 below. Needs also to say that the organisation will respond in a structured way when there are allegations / suspicions of abuse (set out in detail in Section 8 below), work in partnership with specific key agencies (detail set out in Section 9 below), and have a firm but sympathetic policy in respect of alleged victims and perpetrators (details set out in section 10 below)

3. Professional Boundaries

Needs to state that nature of the relationship between staff and service users is a professional one, to set out what guidelines for staff

behaviour are provided . Should refer to Staff Code of Conduct.

4. Whistleblowing

Needs to outline internal procedures for staff to raise any concerns in relation to the treatment of service users and also set out staff’s legal rights to report to third parties any concerns that they have that service users are being neglected or mistreated while in the Service (details in section 11 below)

5. Review of Policy and Procedures

Needs to set out how often the Policy and Procedure will be reviewed, how this will happen – in a committee meeting etc, who will be involved, and whose views will be sought as part of this Review (including whether any external agencies and service users themselves will be consulted about this). Needs to make reference to information that will be made available to the relevant body to enable them to review policies and procedures, including summaries of any incidents that have taken place .

6. Training Needs to set out what staff will

be informed of as part of induction programme, and what relevant information (if any) will be provided to staff, what training (or previous experience) will be required of which staff / or alternatively what training will be made available to staff requesting it. Should include training in how to identify abuse, and the relevant legal frameworks.

PROCEDURES 7. Minimising the risk of abuse Needs to explain what checks

are made on staff prior to appointment, how and when staff, service users and carers are informed of abuse potential and appropriate procedures, plus any working practices that are designed to minimise the risk of abuse.

8. Reporting Abuse

Needs to set out what the procedure for reporting abuse is - by the victim, other service users, carers, other professionals or interested parties. Who should it be reported to and what can they expect in terms of speed of response.

9. Responding to allegations of abuse

Needs to set out what individual members of staff will do if someone else indicates that they think abuse is going on or they themselves witness what they regard potentially as abuse. Needs to set out who should be informed and by whom, with timescales.. Needs to set out what investigation will be carried out and by whom, with timescales. Needs to make clear who has responsibility for ensuring that these procedures are followed. Needs to set out what the managing body must be told and when. .

9. Working with other agencies

Needs to set out the key agencies who either need to know of any allegations, have a specific interest in relation to abuse issues, or are able

potentially to provide support and advice either to the victim or the member of staff. Needs to set out agreements/ protocols to share information protocols between agencies.

10. Dealing with Victims and Perpetrators Needs to define what the

organisation can / will do to protect victims before and after any allegation has proved to be true or false. Similarly what the organisation will do in relation to alleged perpetrators before and after any allegation has been proved to be true or false.

11. Whistleblowing

Needs to set out the procedure that an individual member of staff should follow if they feel that they are unable to share information about concerns related to their colleagues or managers, in line with normal reporting routes. Who can they report this to. Also what will be the potential consequences if this opportunity is not used maliciously.

RISK ASSESSMENT POLICY AND PROCEDURE TEMPLATE 1. Introduction

Needs to start with a broad description of the risks that might be presented by running the specific service. This should include the risk to individuals receiving the service e.g the risk of falls, and the risks that might be presented by service users, both to other service users and to staff e.g any risk from a known history of violence. Should be specific to the type of service and type of service users. Needs to recognise that risk assessment is about the risks presented to and by actual service users and also identifying potential risks that might be presented to and by the types of service users that normally make use of the Service. Needs to include reference to key principles including need to link between assessment and managing the risks identified, the need to involve other agencies, carers and the users themselves as appropriate, and the need to take decisions in a way that balances the rights of all those involved. Could include description of those risks that Service does not feel able to manage. Needs to outline responsibilities of managers and managing bodies to oversee the operation of the policy and that staff and volunteers have a responsibility to become familiar with its contents and follow its guidance.

POLICY 2. Individually Based Risk Assessment

Needs to explain how the Service will seek to minimise and manage the risk to service users, staff and others affected by the Service. This should include a process of assessing the risks presented to and by applicants for the Service (detail set out in Section 6),reference to the way in which risks identified are managed (detail set out in Section 7), the importance of responding to incidents that highlight risks (detail set out in Section 8), and clear guidelines about how all of the above is recorded and reported (detail set out in Section 9) .

3. Assessing other potential risks Needs to explain how potential

risks to and from the Service User will be assessed. Where staff ever work on their own should include reference to assessment of the risks of lone working .Where staff visit service users in their own home should include assessing specific risks that might be involved. Where accommodation is provided as part of the Service should include assessment of risks presented by design and layout of accommodation (details set out in Section 10). Could set out any recurrent potential risks that have already been identified and how are these minimised.

4. Review of Risk Assessment Policy and Procedure Needs to set out how often the

Policy and Procedure will be reviewed, how this will happen – in a committee meeting etc, who will be involved, and whose views will be sought as part of this Review (including whether any external agencies and service users themselves will be consulted about this). Needs to make reference to information that will be made

available to the relevant body to enable them to review policies and procedures, including summaries of risk assessments carried out, reports commissioned, and incidents that have taken place.

5. Training and Staff Development Needs to set out what staff will

be informed of as part of induction programme, and what relevant information (if any) will be provided to staff, what training (or previous experience) will be required of which staff / or alternatively what training will be made available to staff requesting it. Could include training in risk assessment principles, understanding statutory frameworks or specific needs of particular client groups etc.

PROCEDURES 6. Assessing Individually-based Risks

Needs to explain when risk assessment will be carried out and who does it, and how it relates to the decision as to whether to offer someone a place in the Service. Needs to detail how information is obtained to make assessment – from external agencies, from the service users themselves. Needs to sat whether standard format is used for interview / recording assessment etc. What input does service user have in the process. Need to explain how and when risk assessment might be reviewed, and how this relates to review of support plan.

7. Managing Risk Needs to explain how risk

assessment leads to a plan to manage any risk identified, including which other agencies might be involved sometimes and how, as well as who will review this plan.. Needs to set out what plans are in place for dealing with difficult situations that might occur, including any arrangements for staff being on call or external call centres / helplines being available. Need to also say how service users are made aware of these arrangements.

8. Dealing with Incidents Needs to set out the procedure

for dealing with, responding to, recording and reporting on incidents, including who has to be told and what they are expected to do in response.

9. Recording and Reporting Risk

Needs to set out who is informed of any risks identified, including both external agencies and management within the organisation. Also, how staff within the organisation are kept up to date with any risks identified and changes in the situation. How are locum or agency staff included in this. Needs to explain how carers/relatives are involved in this – what are they informed of and how. Where and how are risks identified recorded – in particular files etc. What information goes to the managing body and what are they expected to do with it.

10. Assessing Potential Risk Needs to set out how potential

risks are identified and how often. This could include inspection of property with a view to identifying potential risks by employed specialist or senior member of staff / committee member. What happens as a result – report etc. Needs to explain how staff are involved in process of identifying risk involved in working practices, including lone working and visiting people in their own homes (through supervision, team meetings, committee meetings etc). How can these risks be minimised. Who is responsible for following up on any actions identified through this process.

STAFF CODE OF CONDUCT TEMPLATE 1. Introduction Needs to define who the Code

applies to – probably all staff, any volunteers working in the Service and managing body members. Should refer to fact that Code is part of staff terms and conditions and acting contrary to its contents could lead to disciplinary action.

2. Professional Boundaries Needs to cover personal

relationships between staff and between staff and service users. Should encourage relationships to be declared, and set out what organisation will do in response. Should emphasise that relationship with service users should be professional, and describe behaviour that may be regarded as crossing that boundary e.g socialising with service users outside of work.

3. Confidentiality Needs to set out general

responsibility to treat all information about service users and the Service as confidential. Should set out common sense guidance on maintaining confidentiality – e.g. making calls in private, keeping files locked away, not passing on information to individuals with no right to that information. Needs also to define limits to confidentiality – sharing information with other staff as a team, and legal limits to confidentiality.

4. Financial Matters Needs to set out guidelines on

handling service users money. Should include prohibition on lending or borrowing money, and the fact that staff (or managing body members) cannot financially benefit from service users e.g. through bequests.

5. Conflicts of Interest Should explain rules about

declaring conflicts of interest in relation to the choice of contractors or suppliers for the Service., as well as restrictions on relatives of existing staff being employed. Needs to define under which circumstances staff and managing body members can use the same contractors or suppliers as the Service.

6. Gifts and Hospitality Needs to define what staff

should do if they are offered gifts or hospitality by service users or contractors / suppliers. Should include limits as to when it is okay to accept, and what to do if gifts beyond that value are offered. . Needs to make reference to register of hospitality and who should maintain it.

7. Representing the Organisation Needs to set out any

restrictions that are placed on individual staff members in terms of representing the organisation e.g talking to the press. Also need to provide general guidance on representing the organisation in public, not bringing it into disrepute etc – examples should be given

8. Harassment and Abuse Need general statement about

the seriousness with which allegations of harassment and abuse will be taken, and general description as to what will happen if such allegations are made.

SUPPORT PLANNING POLICY AND PROCEDURE TEMPLATE 1. Introduction Needs to start from a broad

definition of the purpose of the support service e.g to maintain service user in their own independent accommodation. Needs to specify that all service users will have a written statement that sets out the specific assistance that staff will provide or ways in which staff will help the user to achieve or maintain their independence (depending on whether it is a short or long term service), and that this policy and procedure seeks to ensure that this is the case Needs to outline responsibilities of managers and managing bodies to oversee the operation of the policy and that all staff and volunteers have a responsibility to become familiar with its contents and follow its guidance.

POLICY 2. Drawing up Support Plans Needs to set out how the

Service will ensure that service users receive the appropriate support service. This should include reference to the link between needs assessment and support plans, the format which support plans will follow (set out in detail in Section 5), the process of agreeing the support plan with the service user and what kind of goals the support plan should normally contain (set out in detail in Section 6), the need to keep the plan under regular review (set out in detail in Section 7), and the need to work closely together with other agencies and individuals who share an interest in the service users’ welfare (set out in detail in Section 8).

3. Review of Support Planning Policy and Procedures Needs to set out how often the

Policy and Procedure will be reviewed, how this will happen – in a committee meeting or team meeting etc, who will be involved and whose views will be sought as part of this Review (including whether any external Agencies and service users themselves will be consulted about this). This should also set out how the results of support plans and reviews are used to inform judgements on the Service made by senior managers or managing bodies.

4. Training for Staff Needs to set out what staff will

be informed of as part of induction programme, and what relevant information (if any) will be provided to staff. Needs to set out what training will be required (or alternatively experience that will be required of staff) / what training will be made available to all staff requesting it. Could include developing specialist expertise in assessing particular client groups, concepts of support planning etc

PROCEDURES 5. Format for Support Plans Needs to set out whether

Support Plan will be in the form of a form or a letter summarising what the Service is specifically offering that individual service user e.g to visit the twice per week or to assist them to claim benefits that they are entitled to. If Plan is to be set out on a form, need to explain what the form should contain i.e which aspects of their life service users might require assistance on, as well as what should routinely be recorded e.g specific goals, timescale for achieving the goals, and who needs to do what in order to meet these goals. The link between needs assessment and support plan should be explained.

6. Drawing up Support Plans Need to set out what kinds of

goals the Plan is likely to contain – will it be mainly ongoing commitments to assistance or time-limited specific goals that when once they are achieved the service user can move on to another goal e.g to learn to do something else. Needs to explain when the Plan drawn up, who is involved, how it is communicated to the Service User and anyone else who might have an interest e.g. carer, and how the service user is given the opportunity to disagree and register that disagreement with it s content. How could this agreement be demonstrated e.g by signing a document to say that they have seen it and agreed its content. .

7. Reviewing Support Plans Needs to set a target as to how

often the Support Plan is reviewed, and how this Review will be carried out – e.g will it involve a meeting with the Service User, and will anyone else be present at this meeting. Needs to explain how the results of this Review are recorded and communicated to the service users and others with an interest in the welfare of the service user. Needs to explain if there any arrangements for service users to request a review of their support, how they do this, and how they demonstrate agreement with the results of the Review e.g by signing a document.

8. Communicating with Other Agencies Needs to set out what the

involvement of other specified agencies/individuals is in drawing up and reviewing the support plan. Alternatively how other individuals / agencies are informed after the event. Needs to explain what external expertise is available to staff when drawing up or reviewing the support plan. If there are particular external agencies that the Service has arrangements for making referrals to then these should be outlined here.

USER INVOLVEMENT POLICY AND PROCEDURE TEMPLATE 1. Introduction

Needs to set out the purposes of informing and involving service users – improving the quality of services, developing the independence of service users, establishing organisational priorities etc. Needs to outline responsibilities of managers and managing bodies to oversee the operation of the policy and that staff and volunteers have a responsibility to become familiar with its contents and follow its guidance.

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2. Information Needs to set out the

information that will be provided to applicants, service users, carers, and other agencies on the service provided, the policies and practices of the organisation, and their right/opportunities to make suggestions or complain about the service provided (detail set out in Section 7 and 8 below)

3. Consultation Needs to set out what

approach the Service takes to consulting with service users, what issues are regarded as being subject to formal consultation, and how feedback is provided after the consultation. Also what the user input into policy reviews is. (detail set out in Sections 8, 9 and 10 below)

4. Participation

Needs to set out what opportunities there are for service users to be involved in the decision-making process in relation to the provision of the Service e.g. through resident representatives on the managing body (details set out in Section 11 below).

5. Review of Policy and Procedure

Needs to set out how often the Policy and Procedure will be reviewed, how this will happen – in a committee meeting etc, who will be involved, and whose views will be sought as part of this Review (including whether any external agencies and service users themselves will be consulted about this and how).

6. Training Needs to set out what training

(or previous experience) will be required of which staff / or alternatively what training will be made available to staff requesting it. Could include training in engaging with difficult service users or specific needs of particular client groups etc.

PROCEDURES 7. Provision of Information

Need to set out information that is provided ton potential applicants for the Service, information that is provide to new service users, including details where relevant of the tenants’ / service users’ handbook. Needs to set out how service users can find out about the contents of organisational policies and procedures if they wish to.

8. Service User Meetings

Needs to set out whether service users meetings happen, how often they are supposed to be held, where they are held, what issues they discuss, who attends in terms of staff, how users can put items on the agenda, whether they are minuted and who gets sent the minutes.

9. Formal Consultations

Needs to set out the process for consultation – how service users are asked their views, where the results of this consultation are reported, and how results are fed back to service users.

10. Feedback / Satisfaction Surveys

Needs to set out how frequently service users are asked to complete satisfaction surveys, who organises these, what incentives if any are provided to service users to encourage them to participate, how and where the results are reported.

11.Opportunities for Involvement

Needs to set out if there are any ways in which service

users are involved in the decision-making process as it affects the Service. This could include Users’ Committees, representation on the managing body etc, including how representatives are chosen. Should also address how service users are encouraged / enabled to take advantage of these opportunities.