Designing Citizen-shaped Services: The ‘Rebalance Me’ Approach “ Working with people to live independent and healthy liv

1. Designing Citizen-shaped Services:The ‘Rebalance Me’ Approach “Working with people to live independent and healthy lives”

2. Why did we start... Karl Robinson • Performance Manager • Stoke-on-Trent City Council

3. Why Did We Start? • Mandate for Change- promote independence and healthy lives. • Save £100m over next 4 years • Deprivation on the increase • More households requiring statutory intervention

4. Why Did We Start? • “I’m in need of serious help”

5. What we used to do... Mark Walchester • Strategic Partnerships & Engagement Officer • Staffordshire Fire & Rescue Service

6. What we used to do... • Service Interactions • Referrals • Knowledge / Confusion • Targets / Measures • IT and Information Sharing • Co-ordination and Accountability • Culture • Costs • Assessments / Meetings Police Housing GP Access Centre .

7. Current Multi-agency Meetings, S-o-T

8. Multi-agency Case Study

9. So what did we learn? • Lots of time, effort and expense but... • How had we helped? • What had we fixed? • People have individual needs. • No single agency can meet those needs. • Need for joined-up, preventative approach that: • Solves the problems the citizens actually have (not the ones we think they have).

10. Logics Behind Current System

11. Logics Driving Current System

12. What does it feellike in the old system... Jordan Fryer • Alcohol Project Worker Kieron Edridge Police Officer

13. What it feels like in the old system 1/4 • Customer background • What it felt like as a citizen: • Impracticality of journey to the service. • Support service reliant upon self-motivation. • Lack of self-restraint. • Feeling of self-loathing and failure. • What it felt like as Professional: • Workers perception of citizen • Lack of caring.. K

14. What it feels like in the old system 2/4 • Customer background • What it felt like as a citizen: • Revolving door. • Numerous referrals and appointments. • Constant change in client motivation. • What it felt like as Professional: • Question motivation rather than service provision. • Lack of understanding.. J

15. What it feels like in the old system 3/4 • Customer background • What it felt like as a citizen: • Lack of trust in services cause disengagement. • Unable to challenge service provided. • Issues not serious enough to hit thresholds. • Multiple points of contact. • Feeling as Professional: • Isolated working.. K

16. What it feels like in the old system 4/4 • Customer background • What it felt like as a citizen: • Deal with many agencies and several workers. • Repetition of story. • Lack of communication. • Feeling as Professional: • Looking after our own bit. • “Same again tomorrow”.. J

17. A New Way of Working

18. Aspiration: A Change in Focus... • “I’m in need of serious help” • Early intervention and prevention. • Improve the lives of our citizens while reducing cost.

19. A Citizen’s Perspective to our... Purpose: Help me to resolve the problems I have to enable me to live my life well. Operating Principles: • You fully understand me and the real problems to solve • You will help me to identify solutions to my problems • You will help me to help myself • Pull on expertise when needed

20. ...guided by these controls... P L A N S roportionate egal uditable ecessary afe

21. Aspiration: A change in perspective Police Local Auth. Fire 3rd Sector

22. Aspiration: A change in perspective Police Local Auth. Fire 3rd Sector Locality Approach

23. Housing • Drug and alcohol services • Mental • health • Social care • Police • Locality Team • Fire and rescue service • Education • Revenues and benefits • Citizen’s Advice Bureau • JET • Public Health

24. Understand me • Presenting Demand: • Help me with my rent arrears. • Demand in Context: • Help me to understand the benefit changes. • Help me with my mental health. • Help me to deal with issues from my past. • Help me with my alcohol addition. K

25. Understand me

26. Demands in Context

27. System Conditions

28. A different way of working.How do we work now...

29. What we do now: A different way • Having proper conversations – time to listen and understand. • Working together as agencies for common good of citizen. • Supporting people to help themselves. • Suspension of the day job • Still learning what expertise is required. • Tackle the real problems to solve (demand in context) • Instantaneous/live data exchange. • Working with the person as a whole • One key support worker • Don’t pass the job on..

30. What it feels like as employees in the new system Empowering • Key worker autonomy. • Citizen focused decisions making. Frustrating • All services not currently up to speed. • Resistance to change. Challenging • Clients • Working around system conditions Rewarding • Problem solving in true sense • See real improvements with clients..

31. Would we go back to the old way of working... The Locality Team

32. "I like keeping hold of a case, and seeing the issues through until they are resolved." “I like having the ownership of a case, and the challenge of working with multiple issues." Jo Chris "By working together and taking a multi-agency approach, you can see how it's benefiting the citizen." Jen “The referral process is a lot faster. I get to see the citizen quickly at the point when they need advice and guidance on employment and training." Julie " It's really positive doing genuinely joined up work with partners." Nikki