REPORT FOR PERIOD MAY 2015 DECEMBER 2015 · REPORT FOR PERIOD MAY 2015 – DECEMBER 2015 May...
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REPORT FOR PERIOD MAY 2015 – DECEMBER 2015 May Recruitment of Volunteer Co-ordinator June Review of VL role and HPP SMART planning July Recruitment of new Volunteer Linguists August Induction of new VLs Preparation of promotional posters and CCG Urgent Care information in all languages September Health Awareness Training for VLs October Delivery (see below) December Development of promotional/pledge cards in all languages PURPOSE Working with people who have language needs Distribute and promote information about public and community services Facilitate access and referrals to public and community services Promote key health messages Provide additional support e.g. letter reading, form filling, making appointments Offer opportunities to meet with other service users and reduce isolation Working with public and community services Consult on the development of appropriate translated information Partner with local organisations to work with people who have language needs Give people with language needs a voice within public service consultations Working with volunteers Recruit community members as Volunteer Linguists Train Volunteer Linguists in Health Promotion Support Volunteer Linguists to develop new skills and increase confidence
Transcript of REPORT FOR PERIOD MAY 2015 DECEMBER 2015 · REPORT FOR PERIOD MAY 2015 – DECEMBER 2015 May...
REPORT FOR PERIOD MAY 2015 – DECEMBER 2015
May Recruitment of Volunteer Co-ordinator
June Review of VL role and HPP
SMART planning
July Recruitment of new Volunteer Linguists
August Induction of new VLs
Preparation of promotional posters and CCG Urgent Care information in all languages
September Health Awareness Training for VLs
October Delivery (see below)
December Development of promotional/pledge cards in all languages
PURPOSE
Working with people who have language needs
Distribute and promote information about public and community services
Facilitate access and referrals to public and community services
Promote key health messages
Provide additional support e.g. letter reading, form filling, making appointments
Offer opportunities to meet with other service users and reduce isolation
Working with public and community services
Consult on the development of appropriate translated information
Partner with local organisations to work with people who have language needs
Give people with language needs a voice within public service consultations
Working with volunteers
Recruit community members as Volunteer Linguists
Train Volunteer Linguists in Health Promotion
Support Volunteer Linguists to develop new skills and increase confidence
HEADLINE OUTPUTS
NB there has been a problem with receiving up to date, accurate feedback due a “Survey Monkey”
problem. These outputs are taken from qualitative feedback received from Volunteer Linguists.
How many posters have you displayed? 50
How many people made self-referrals using the dedicated phone line? 13
How many SIS promotion packs have you given out? 18
How many individuals have you told about HPP? Not known
How many groups or meetings have you attended to promote HPP? 10
How many individuals have you supported with?
GP registration 3
Dentist registration 7
Making appointments 4
Reading correspondence 1
Filling in forms 2
Making referrals 10
How many individuals have you supported with information about
Urgent care 0 (in the SU packs)
Healthy Living 2
Housing 1
Finances 3
Community Safety 2
ESOL 6
Domestic Violence 1
Getting connected 1
Service User Consultations. Better information about public and community services
. Additional help/support from SIS
. To have a voice with public services
. Opportunities to meet with other service users
. Full reports at sussexinterpreting.org.uk/quality-assurance/
EXAMPLE CASE STUDIES
Portuguese
Referral through community member via poster campaign
Service Users couple newly arrived in UK, residents of Peacehaven
Needs Action
registration with dentist Support completing forms
Financial management Referred to Moneyworks
English classes Referred to Vision English
National Insurance number applications Support completing forms
Housing benefit claim Referred VANDU advocacy project
Arabic
Referral directly following VL presentation at St Mary and Abram Coptic Church
Service Users family
Making appointments with GP Made appointments, updated SU phone no.
Registration with dentist Research for NHS dentist with space
Arabic
Referral directly through community connection
Service Users Iraqi woman, resident in Brighton for 30 years
Support regards domestic violence Suggested referral to BAP Accompanied to RISE
Farsi
Referral self-referral from SIS service user
Service Users SIS customer for 20 years
Issues regarding Southern Water bills and social security forms
Referred to Moneyworks
Lithuanian
Referral self-referral through poster campaign
Service Users Mother and son
Make a complaint about the school Found & explained school complaints policy Suggested writing in Lithuanian Given information about EMAS
Turkish
Referral self-referral through poster campaign
Service Users Single man
Interpreter at Police interview Adviced to ask police or lawyer Explained impartiality and confidentiality
FEEDBACK ON RECOMMENDATIONS
1. Recruit a Volunteer Co-ordinator
Aim
Dedicated volunteer co-ordinator working 14 hours per week in support of SIS Quality Assurance
Manager to manage recruitment, induction, training and support of volunteers
Maintain enthusiasm and motivation of the volunteers
Ensure monitoring and records are completed regularly
Facilitate monthly support groups
Support new areas of work
Supporting signposting and referrals
Progress
Ben Williams started work on HPP on 1st June 2015.
He shadowed the recruitment, induction and training of volunteers in Autumn 2015 and will
conduct the next cycle in Spring 2016.
He liaises regularly with the volunteers by phone and e mail supporting the on-going work
detailed in the report.
He has attended training in support of the role
o Sept 2015 Care Act Training
o Oct 2015 Health Champions
o Oct 2015 RSPH Health Awareness
o Jan 2016 Equalities and Diversity
o Feb 2016 Supporting Volunteers (Action Learning over a few months)
o Mar 2016 Working with Communities
Future
The volunteer co-ordinator’s contracted hours will finish on 31st May 2016.
HPP should be recommissioned for 2016-17 with the volunteer co-ordinator role continuing.
Volunteer Linguists group at their Induction Session
2. Recruit (and train) additional Volunteers
Aim
Ensure HPP is sustainable and core languages are all covered
Increase the social capital of HPP through recruitment of community members
Progress
27 application forms received from the community
11 new Volunteer Linguist recruited from the community successful in interview
3 new Volunteer Linguists recruited from SIS sessional workers
12 languages covered – Arabic, Polish, Portuguese, Turkish, Hungarian, Spanish, French,
Lithuanian, Russian, Czech, Slovak, Italian
All had references checked and are DBS checked
All attended 2 x half day induction and 1 day RSPH Health Awareness Training
Committed 3-4 hours per week to end of March 2016
3 x peer support sessions attended by, on average, 10 volunteers
Survey currently in circulation covering
o Satisfaction
o Role
o Impact
o Activity
3 VLs have subsequently been recruited as Community Interpreters
Future Plans
Cyclical recruitment on a 3 month turnover
January start new cycle of recruitment targeting Bengali, Farsi, Chinese, Russian
February report on Survey
March new VLs ready for work
Measure impact on the VLs (recent Survey Monkey isn’t working correctly) against known
benefits of volunteering
Improve health and well-being
Increase confidence /self esteem
Increase skills and abilities
Improve employment prospects
Reduce isolation through social interaction
Provide meaning and value to life
Work towards the Quality Mark “Investors in Volunteers”
3. Expanding the remit beyond health
Aim
to include promotion for local authorities and voluntary/community sector organisations
Progress
18 SUs helped with information about / referral to non NHS organisations
Set up a referral protocol with Moneyworks to enable easy access
Involvement in development of information leaflet about Migrant Rights
Mapped ESOL provision in the city
Promotion of
o women only activities organised by Active for Life
o Arabic speaking Triple P Course for Family Support Service @ City Centre Eductional
Partnership
o Arabic speaking Shape Up course for Food Partnership
o Bengali speakers IT sessions for Trust for Developing Communities
o Life in the UK courses through Hangelton and Knoll Project
Encourage use of local websites
o http://www.thefedonline.org.uk/services/out-and-about/its-local-actually
o http://www.mylifebh.org.uk/#
o http://www.advicebrighton-hove.org.uk/
o http://www.brighton-hove.gov.uk/content/health-and-social-care/health-and-
wellbeing/directory-health-and-wellbeing-services
o http://www.activeforlife.org.uk/
o http://www.wheretogofor.co.uk/
Future Plans
Set up additional referral protocols with other organisations, for example
o Southdowns Housing Community Connections
o Advice Brighton and Hove
o RISE
4. Partnership working
Aim
HPP to work with other organisations/projects/initiatives running in the city which have some
overlap in remit and methodology
share resources and information
avoid outreach duplication
attend community groups together
Progress
recruitment process informed by work with
o Community Navigators @ Impetus
o Health & Wellbeing Volunteer Visitors @ East Sussex Fire and Rescue Service
o Community Champions @ BMECP
VL training and support delivered and informed by work with
o Liz Dean @ Pavilions
o Helen Goss @ Creative Futures
o Matthew Moors @ British Red Cross
Service design ideas and concepts informed by work with
o Community Navigators @ Impetus
o Shouts About Health @ Sussex Community Development Association
o Eastbourne Health Champions @ Action for Change
GP Patient Participation Groups
o All VLs were asked to research and join the PPG at their local surgery
o VLs are PPG members at 11 surgeries
Close working with Bilingual Advocacy Project
o Referrals are triaged by Projects Co-ordinator and allocated to BAP or HPP
Future
Buddy up with other volunteers doing similar work
o Community Navigators @ Impetus
o Health & Wellbeing Volunteer Visitors @ East Sussex Fire and Rescue Service
o Health Champions @ Action for Change
o Healthwatch Switchboard
Inviting organisations to attend the SIS drop-in
Work more closely with GP surgeries
o Monitoring of uptake by language at different surgeries
o Match to VL for visit
Liaise with [email protected] re work supporting PPGs
Joint meeting between Bilingual Advocates and Volunteer Linguists
o Increase understanding about each others roles
o Share knowledge and information about services
o Buddy up for shared working practices and ease of referral
5. Health Campaigning / Promotion Work
Aim
increase involvement with promotion of specific NHS campaigns
attending events for the purpose of networking and promotion
continuing to use VLs as a “reference group” sharing their experience and representing their
communities at consultation events
Progress
Social Media
VLs are keen to have a Facebook page per language for networking and promotion
Undertaken research into protocols and procedures used by other CVS orgs
Quality Assurance Manager attended training around use of Facebook as a promotional tool
Consulted with VLs around name and use of the site
Stall Holders at SIS AGM
British Red Cross
Friends Centre
Healthwatch
Macmillan / Impetus Cancer Advocacy Service
Trust for Developing Communities – BME project
Health Checks Service
Doctors of the World
MindOut
(a further 20 organisations were invited)
Consultation Events (VL Reference Group)
Date Topic Organisation # VLs
July 2015 Young people's mental health CCG Survey only
September 2015 Unwanted Sexual Contact Mankind Survey only
November 2016 Weight Management CCG 7
December 2016 In Hospital Care TDC Survey only
January 2016 Fairness Commission BHCC 9
January 2016 Support after Cancer Treatment CCG 5
January 2016 Smoking / Cancer TDC tbc
Promotional Events for Service Users
Date Topic Organisation # VLs
October 2015 Black History Month Social BHM 1
October 2015 World Mental Health Day SPFT / Heads On 2
November 2015 Alcohol Awareness Week Pavilions 4
November 2015 InterFaith Event CW partnership 8
February 2016 Chinese New Year Community tbc
April 2016 Many Cultures, One City TDC / HKP tbc
Networking Events for Service Providers
Date Topic Organisation # VLs
June 2015 Volunteer Celebrations Volunteer Bureau 2
November 2015 Food Partnership AGM Food Partnership 1
December 2015 Health Engagement Showcase CCG 2
February 2016 Community Health Network CCG / PH tbc
February 2016 Know My Neighbour Connecting Our City
tbc
Future Plans
Use the “calendar of event” to ensure we are aware of upcoming events and campaigns
Complete SIS protocols and procedures for Facebook (and other social media)
Undertake briefing / training with VLs about using Facebook
Top: Hungarian / Spanish VL @ Interfaith Event
Centre: SIS Quality Assurance Manager @ Health Engagement Show Case
Bottom: Polish VL @ Alcohol Awareness Event
6. Facilitate access to translated information
Aim
Build an on-line translation library and encouraging local services to translate key information which
Service Users and Service Providers use to support sign-posting, networking and information giving.
Progress
On-line library of translated health information in 14 languages
All “market place” stall holders at the SIS AGM brought translated information
Identified key health promotion material (in English) for distribution to Service Users
Created Service User information packs containing
o SIS promotional material
o CCG Urgent Care Campaign
o Translated Resources Information Sheet
o Key Health Promotion Material
Future Plans
Use of Facebook to promote health materials
Consult with Service Users about what materials they would like in transation
Use the “new” SIS website to have a bigger translation library
Example
On line Resources – Russian
Интернет-ресурсы на русском языке
Please go to http://www.sussexinterpreting.org.uk/resources.asp to find the live version of this
document. Please use weblinks in the central column to find the information you need.
Воспользуйтесь ссылкой http://www.sussexinterpreting.org.uk/resources.asp , чтобы найти интерактивную версию этого документа. Воспользуйтесь ссылками в центральной колонке, чтобы найти необходимую Вам информацию.
Алкоголь - наш любимый наркотик
Alcohol our favourite drug Royal College of Psychiatrists
Антидепрессанты - Ключевые факты
Antidepressants - Key Facts Royal College of Psychiatrists
Тревога, паника и фобии- Ключевые факты
Anxiety, Panic and Phobias - Key Facts Royal College of Psychiatrists
Расстройства Аутистического Спектра - брошюра для молодежи
Autism Spectrum Disorders - booklet
for young people
Scottish Collegiate Guidelines
Network
Расстройства Аутистического Спектра - брошюра для родителей и ухаживающих
Autism Spectrum Disorders: booklet
for parents and carers.
Scottish Collegiate Guidelines
Network
7. Outreach to existing community groups
Aim
Presentations to existing language/ethnicity specific community groups
more productive use of volunteer time by reaching a wider audience
increased chances of cascading information by word of mouth
Progress
Research and mapping of groups – compiling database of 70+
10 groups visited by SIS VLs for promotion
Used database to distribute invitations to SIS AGM
Future Plans
Continue to visit with a focus on the SIS “Drop In” (see next item)
8. Create a “Drop In” information service
Aim
SIS create a regular informal drop in opportunity (staffed by VLs) for SUs to bring these issues to us
rather than VLs having to go out and find SUs in need. The drop in would serve to;
support empowerment and self-advocacy by demonstrating “how to”
identify individuals that should be referred on to the Bilingual Advocates
provide a physical place for access to translated material
build trust / rapport and provide a starting point for potential community development
reduce isolation by providing a safe space to find other people in similar circumstances
provide a space for Service Providers to meet with Service Users and/or offer “surgeries”
about their services
Progress
Research and mapping of existing drop-ins which are targeted at SIS Service Users
Research of Service User needs via the SIS AGM
Initial contact and/or VL visit to some of the drop ins and community groups
Formal involvement in Doctors of the World drop in
Future Plans
Jan create schedule of SIS outreach to drop ins and groups
early Feb First formal visit – introduce SIS services, use pledge cards, promote facebook
early Mar Second formal visit – follow up on pledge cards, consult re SIS drop in
April Delivery of SIS drop ins (fortnightly)
end May Evaluate success of first three drop in events
PENDING
9. Support a Market Place Event to further the well-being of BME Service Users.
SIS is working with TDC and HKP on the Many Cultures, One City event in April 2016
10. Support accessibility to local services by offering consultation via “mystery shoppers” and an
“accessibility prescription”.
11. Community development especially for language groups for which there are no existing support
Potential development out of “drop in”
PLANS FOR PERIOD MARCH 2016 – MAY 2017
PURPOSE
Working with people who have language needs
Distribute and promote information about public and community services
Facilitate access and referrals to public and community services
Promote key health messages
Provide additional support e.g. letter reading, form filling, making appointments
Offer opportunities to meet with other service users and reduce isolation
Working with public and community services
Consult on the development of appropriate translated information
Partner with local organisations to work with people who have language needs
Give people with language needs a voice within public service consultations
Working with volunteers
Recruit community members as Volunteer Linguists
Train Volunteer Linguists in Health Promotion
Support Volunteer Linguists to develop new skills and increase confidence
REPORTING AND EVALUATION
June Activity Report 2 (covering Jan 2016 – May 2016)
July Evaluation of Year 1
September Evaluation of Drop-In Pilot
December Activity Report 3 (covering June 2016 – November 2016)
June Activity Report 4 (covering December 2016 – May 2017)
July Evaluation of Year 2
BASED ON RECOMMENDATIONS FROM PILOT PERIOD
1. Recruit a Volunteer Co-ordinator
Recommissioning for 2016-17 confirmed.
2. Recruit and Train Volunteers Linguists
A. Cyclical recruitment twice per year
o January June survey existing VLs to identify need
o February July advertise recruitment targeting gaps
o March August interviews
o April September induction and training
o May October new VLs ready to start work
Report on
o Number of applications by language
o Number interviewed
o Number recruited
o Satisfaction levels
o Number retained beyond initial 6 month period
o Progression made by VLs to other employment
B. Evaluate Health Promotions training delivered by Liz Dean to inform changes
o Continue with RSPH accredited course OR change to bespoke
C. Consider CCG Health Champions training for VLs
o presentation @ Peer Support Sessions or bespoke training
D. Continue with Peer Support Sessions (PSS) every six weeks
o evaluate (PSS) at regular intervals to ensure needs are being met
E. Measure impact of volunteering against known benefits using an empowerment web
o Improve health and well-being
o Increase confidence /self esteem
o Increase skills and abilities
o Improve employment prospects
o Reduce isolation through social interaction
o Provide meaning and value to life
F. Research re Employment and Skills targets (BMECP)
G. Work towards the Quality Mark “Investors in Volunteers” include application costs in
2016/17 budget (£2100 + vat)
o June introductory workshop
o July self-assessment
o Aug development
o Oct site assessment
3. Expanding the remit beyond health
A. Set up referral protocols with organisations in the areas of
o Housing
o Advice
o Domestic Violence
o Community Safety
o ESOL
o Citizenship / Immigration
o Education
o Employment
Report on
o Number individuals supported with information
o Number of individuals supported with referrals
o Outcome of referrals (if information is available)
Monitor any continued barriers to referrals
4. Partnership working
A. Continue promoting “Urgent Care Campaign”
Report on
o GP and dental registrations
B. Share experience with and potentially buddy up VLs with other volunteers doing similar
work at
o Community Navigators @ Impetus
o Health & Wellbeing Volunteer Visitors @ East Sussex Fire and Rescue Service
o Health Champions @ Action for Change
o Healthwatch Switchboard
o Age UK home visiting programme
o Healthy Pharmacies
o Know My Neighbour
C. Work more closely with GP surgeries and clusters
o Monitoring of uptake by language at different surgeries (JL give intro letter)
o Match VL to surgery for promotional visits
translation library resources for GPs to access
displaying posters and other materials (in appropriate languages)
ensuring referral pathways are clear re VLs and BAs
D. Liaise with [email protected] re work supporting PPGs
o Get feedback about PPG activities
E. Facilitate joined up working between Bilingual Advocates and Volunteer Linguists
o Increase understanding about roles
o Share knowledge and information about services
o Buddy up for shared working practices and ease of referral between staff
Report on
o specific achievements
5. Health Campaigning / Promotion Work
A. Continue to use the “calendar of event” to ensure
o awareness and promotion of upcoming events and campaigns
o enable opportunities to liaise and organise joint working
o facilitate SU voice in public service consultation
Report on attendance at
o Consultation Events (VL Reference Group)
o Promotional Events for Service Users
o Networking Events for Service Providers
Number of VLs attending
Specific outcomes / achievements
B. Complete SIS protocols and procedures for Facebook (and other social media)
o Undertake briefing / training with VLs about using Facebook
Report on
o Number of likes
o Number and nature of postings
o Degree of engagement
personal messages / comments etc
visitor posts
C. Complete SIS promotional/pledge cards
Report on
o Number of cards distributed
o Number of cards returned
o Nature of information requested
o Number of referrals made as a result
o Nature of pledges made
o Follow up on pledges made
6. Facilitate access to translated information
A. Use of Facebook to promote health materials
B. Consult at Drop In with Service Users about what materials they would like in translation
o Discuss / negotiate with public/community services re meeting requests/needs
C. Use the “new” SIS website to have a bigger translation library
D. Go through translation work done by SIS to pull out local information
E. Cost up specific local leaflets e.g.
o 5 ways to Wellbeing
o Cancer booklet
7. Outreach to existing community groups
A. VLs to make regular visits to local groups
o focus on promotion of the SIS “Drop In”
8. Create a “Drop In” information service
February create schedule of SIS outreach to existing drop ins and groups
March/April First formal visit – introduce SIS services
April/May Second formal visit - use pledge cards, promote facebook
May - July Delivery of SIS drop ins (fortnightly) @ BMECP on Tuesdays 10am – 12pm
Starting 3rd May 2016
September Evaluation report on Drop In
