Designing Citizen-shaped Services: The ’Locality’ Approach

1. Designing Citizen-shaped Services:The ’Locality’ Approach

2. CONTEXT …………………………………………..

3. OUR JOURNEY

4. What did we begin to discover?

5. What typically happened in ‘old world’? Rent Officer

6. What typically happened in ‘old world’? Customer

7. Play DVD What we used to do

8. What does it feel like for customers in our ‘old’ system? We didn’t actually know …… We only considered presenting demand…!!

9. So what did we do?.......

10. Working to Purpose

11. Working to Principles

12. Top Demands in Context

13. System Conditions - Internal

14. System Conditions - External

15. Realisation...If we continued to work with partners in the same way, they could not help as they were constrained by their own system.

16. What hits front doors isn’t all work... Police Meet the numbers 64% Value 36% Failure Housing Be the gatekeeper 47% Value 53% Failure Demand is rising - we need to keep appointments short GP 65% Value 35% Failure Access Centre We worry about eligibility and risk 63% Value 37% Failure .

17. VictimofDV Health Police Finances A SocialServices Housing Children

18. Capability and Cost • What ‘A’ said she wanted: • “I need help with housework and... • ..gaining access to the upstairs of the property. • The two things that would have such a profound effect on mine and the children’s lives.”

19. Capability and Cost • What ‘A’ said she wanted: • “I need help with housework and... • ..gaining access to the upstairs of the property. • The two things that would have such a profound effect on mine and the children’s lives.” • What ‘A’ received: • 2 x Anger Management Courses for 2 boys. • Triple P Parenting Programme. • Help cleaning 1 bedroom. • Toilet frame, Perching stool & Bath board (for a bath she could not access)..

20. Capability and Cost • What ‘A’ said she wanted: • “I need help with housework and... • ..gaining access to the upstairs of the property. • The two things that would have such a profound effect on mine and the children’s lives.” • What ‘A’ received: • 2 x Anger Management Courses for 2 boys. • Triple P Parenting Programme. • Help cleaning 1 bedroom. • Toilet frame, Perching stool & Bath board (for a bath she could not access).. • And it took this many people to deliver it... • 8 Social Workers. • 22 Support Workers allocated. • 30 Referrals in core flow. • 16 Assessments in core flow. • 36 Teams/Services.

21. Capability and Cost • Cost of what ‘A’ wanted: • Cleaner, 10hrs/wk for 4 years: £14,560 • Move to suitable property: £1,200 • Stair lift: £5,000 • Total: £20,760

22. Capability and Cost • Cost of what ‘A’ wanted: • Cleaner, 10hrs/wk for 4 years: £14,560 • Move to suitable property: £1,200 • Stair lift: £5,000 • Total: £20,760 • Cost of what ‘A’ has received: • Under-estimate of all activities since mid-2008. • Use of 2009 costs. • TOTAL: £106,777

23. Capability and Cost • Cost of what ‘A’ wanted: • Cleaner, 10hrs/wk for 4 years: £14,560 • Move to suitable property: £1,200 • Stair lift: £5,000 • Total: £20,760 • Cost of what ‘A’ has received: • Under-estimate of all activities since mid-2008. • Use of 2009 costs. • TOTAL: £106,777 Difference... £86k!

24. We worry about risk!!! Protect our budgets/ income We focus on activities & targets!!! T We record everything We focus on doing our bit and then pass it on We process issues rather than fix them S We only do what we have to We notice and record when people aren’t coping but don’t do anything about it No one is taking responsibility for helping me solve my problem Thanks but that does not help me My problem is getting worse Everyone has a little knowledge - no one is doing anything even when it’s getting worse P

25. Needs are complex… Referrals btwn agencies are the way to get things done Protect our budgets/ income T We close the case if other agencies are involved Referrals lead to more referrals We pass info to other agencies even when we don’t expect them to do anything S No one is taking responsibility for helping me solve my problem Thanks but that does not help me My problem is getting worse Everyone has a little knowledge - no one is doing anything even when it’s getting worse P

26. Knowledge is power, we are more special than you are We don’t trust each other or citizens T There are real barriers to sharing data. S No one is taking responsibility for helping me solve my problem Thanks but that does not help me My problem is getting worse Everyone has a little knowledge - no one is doing anything even when it’s getting worse P

27. Summary of Learning 1/2 • We believed what we were doing was working; making a difference – it isn’t. • We missed opportunities to provide real help. • Red flags not ‘heard’ or ‘seen’ in the system. • We didn’t understand what mattered to the individual or the problem to solve • The system focuses on the child – we miss/fail to act on the stated needs of the adult. • We intervene with sanctions, coercion & threats – not help.

28. Summary of Learning2/2 • We work in silos – we chop up people into functional activity. • Assessment/referral leads to more assessment/ referral but problems don’t get solved. • Everyone’s got a bit of knowledge but no one doing anything meaningful even when things are obviously getting worse. • It’s OK because we have plans in place & review activity (not outcomes). • Our work is crisis led. • We have an episodic relationship with citizens

29. OUR LOCALITY APPROACH

30. Working to Purpose

31. Working to Principles

32. Old World v’s New World Policy and Procedures Target driven Purpose and Principles Measures driven One Team based in locality: Housing Locality Leader Housing Locality Officers Rent Specialism Tenancy Management specialism ASB specialism Home Support Officers Team Specialisms in silos: • Rent/Welfare Team • Tenancy Management Team • Home Support Team • ASB Team (different directorate/location)

33. Old World v’s New World ‘Case is on my list/my patch therefore its my responsibility to deal with it’ Other teams will pick up their responsibilities ‘Referrals’ ‘I am the owner of this case’ ‘How can I help you get the help you need’ ‘Pull’

34. Measuring OutcomesThe Triangle

35. How are we doing: The Triangle Where did I start? Specialist Professional Help (Long Term Support) 5% Multiple Problems to solve (I could go either way) 31% 64% Housing professional problems to solve (I am living my life ok)

36. How are we doing: The Triangle Where did I start? Where did I end up? Specialist Professional Help (Long Term Support) 5% 5% Multiple Problems to solve (I could go either way) 31% 15% 50% 64% 80% Housing professional problems to solve (I am living my life ok)

37. How are we doing?: Trial Cases in rent arrears` 65% of the cases have been successful 35% even though arrears have increased, it has been a result of external influences All customers still engaging with us on some level. 4 properties have become void and re-let 3 of the new tenants have a clear rent accounts 1 of the new tenantsalthough in arrears due to a change of circumstances is working with us. 26 Winyates Cases: Arrears Position, Feb’12 – Aug’13

38. How are we doing?: Rent arrears figures

39. What does it feel like to work in our ‘new’ system? • “We know what the ‘right thing’ is to do” • “We know how customers feel about our service” • “We work as a team rather than in our silo’s” • “We have other agencies now working along side us instead of against us” • “We know the right thing to do at an earlier stage” • “We’re not going soft we still use enforcement”

40. Play DVD What we do now

41. And it’s not over yet …… We’ve only just begun ……….