Transforming Transitions

1. Transforming Transitions HPCN 15th July 2013 Steve Crocker Ray Daniel Lorna Taylor

2. Transforming Transitions • New project • Jointly sponsored by Children’s and Adults Services • Project Sponsors – Steve Crocker and Ruth Dixon • Project Lead – Lorna Taylor • Project Support – Maddy Coates

3. What outcomes do we want to achieve? • Positive customer experience • Efficient and cost-effective services that • Cope with increasing demand and complexity • Make the most of the skills we have at the right time in the process • Ensure a joined-up approach through partnership and co-production • Delivered in context of • Changes in legislation • National drivers • Limited resources

4. Project Phases and Timescale Phase 1 Information gathering and initial stakeholder engagement June – September 2013 Phase 2 Options for service redesign and impact analysis October 2013 – March 2014 Phase 3 Implementation April 2014 – October 2014 (estimated)

5. Where we are now Phase 1 Information gathering and initial stakeholder engagement June – September 2013 • Conducting interviews with all the stakeholder groups (young people, parents, voluntary orgs, colleges, etc) – more than 50 interviews so far • 10 parents helping us with more detailed analysis through customer journey mapping • Gathering the stats – numbers of young people, services used, how much we spend overall, etc and predicting future demand • Looking at what other local authorities do and particular areas of best practice • Setting up focus groups to guide the rest of the project and help us assess the options

6. What people have told us so far • Experience of transitions is not good and parents and staff feel that the process is not working well (user survey and interviews) • Lots of consultation and small change but people feel more fundamental change is required • Recognition that the number of stakeholders makes the process complex and difficult to change • Lack of clarity about what young people are entitled to and how to access it • Confrontational nature of some of the processes (parents feeling they have to fight, staff feeling that expectations are too high) • Little support for parents re the transition process • People feel they have been consulted a number of times and that there have been small improvements, but more fundamental change is required • Some staff feel that the level of change is constrained by statutory/legislative requirements

7. Key Messages • Staff not always understanding other team roles and eligibility processes – and being asked to give advice outside their area of expertise. • Parents highlighted that they were sometimes given conflicting advice. • Almost all staff agreed that services were not joined up as no single person is responsible for ensuring that needs are met. • Parents raised the feeling of ‘too many cooks’ who cited meetings with up to 6 HCC and school staff, with no one to guide them through. • Some staff feel ‘put upon’ by other teams, with late or inappropriate referrals and a general feeling by staff of being overwhelmed by the numbers of people waiting and the increasing complexity of cases.

8. Next Steps Phase 1 Information gathering and initial stakeholder engagement June – September 2013 • Complete interviews • Set up focus group and discuss customer journeys • Visit some other local authorities (Worcestershire initially) Phase 2 Options for service redesign and impact analysis October 2013 – March 2014 • Develop an outline strategy for discussion • Develop options for services redesign • Develop business case and implementation plans Phase 3 Implementation April 2014 – October 2014 (estimated)

9. Contacts • Maddy Coates – 01962 845162 • madeleine.coates@hants.gov.uk • Lorna Taylor – 01962 847824 • Lorna.taylor@hants.gov.uk • Laura Stacey – 01962 847732 • laura.stacey@hants.gov.uk

10. Questions and Group Discussion • Initial feedback on the project and work underway – your thoughts • What are the top three priorities for change? • How can parents support this change?