Homelessness Reduction Act (HRA) Partnership Wednesday 12th December

1. Homelessness Reduction Act (HRA) PartnershipWednesday 12th December

2. Introductions & Icebreaker

3. Agenda for today

4. Updates & reminders Crisis new report: "Preventing homelessness: It's everybody's business" CIH rethinking allocations project & survey First quarter H-CLIC returns published tomorrow as "experimental statistics" HAST – websites, workshops, rough sleeping strategy commitments and delivery plan Statutory guidance on improving access to social housing for victims of domestic abuse NHF commitment to refer Terms of reference for the 2-year review of HRA should be published very shortly

5. Events, meetings & workshops Training & Masterclasses Facilitating learning and collaboration with peers Service reviews and assessments Developing tools, products and materials Sharing the learning and experiences with MHCLG Service design projects  Critical friend support Introducing new ways of working & supporting culture change Examples of how we can help

6. Ongoing projects Lewisham Sheffield Oxford How might we redesign the 'approach' & 'triage/ advice' stages of the customer's journey to better meet the needs of customers and staff? How might we improve staff support and wellbeing by listening and acting on feedback received? How might we develop and agree a ‘code of conduct’ that supports a move towards a common culture and expected way of working within the service? How might we improve staff wellbeing and work better as a team? How might we support officers to manage higher caseloads/ workloads and best meet the needs and circumstances of every service user? How might we better support households in TA and reduce feelings of abandonment? Durham Middlesbrough How might we relieve current pressures on TA by reducing the number of households and their length of stay? How might we better support frontline staff to administer their HRA duties? How might we design a toolkit to support the development of better personalised plans and improve consistency amongst housing officers? How might we redesign the 'approach' & 'triage/ advice' stages of the customer's journey to better meet the needs of customers and staff?

7. Working in the open: digital collaboration space

8. Morning sessions HRA Legal Compliance Self-Assessment HRA Code of Guidance Self-Assessment Crisis HRA Research: Emerging Themes We have developed prototypes for two self-assessment tools that we would like you to have a go at using and provide feedback on, for further iteration and development. One looks at 'are we legally compliant' and the other 'are we following statutory guidance' Sophie &Cuchulainn Joe Trish & Hannah Presentation and discussion on the early themes emerging from the first round of fieldwork of Crisis' 3-year HRA research project. This utilises peer researchers and the first round has surveyed 500 people in 6 local authority areas

9. Break

10. Morning sessions HRA Legal Compliance Self-Assessment HRA Code of Guidance Self-Assessment Crisis HRA Research: Emerging Themes We have developed prototypes for two self-assessment tools that we would like you to have a go at using and provide feedback on, for further iteration and development. One looks at 'are we legally compliant' and the other 'are we following statutory guidance' Sophie &Cuchulainn Joe Trish & Hannah Presentation and discussion on the early themes emerging from the first round of fieldwork of Crisis' 3-year HRA research project. This utilises peer researchers and the first round has surveyed 500 people in 6 local authority areas

11. Lunch (and christmas quiz!)

12. Afternoon sessions Introduction to Service Design & Agile Approaches Crisis HRA Training Package Monitoring & Reviewing Service Performance Sophie &Cuchulainn Joe Trish & Hannah Eight months into the HRA, this facilitated discussion will look at mechanisms to monitor and review its impact and service performance. This is vital to inform service changes required and the government's 2-year review of the Act. It is also an opportunity to hear how other authorities are approaching this  We have created a training package on the coaching skills and motivational interviewing techniques we adopt in our skylight centres, tailored to the HRA and the role of an options officer. This was piloted with officers in Oxfordshire last week and this session will provide an update on the training following this, and facilitate a discussion on any other changes needed for further delivery and roll-out next year Service design and Agile approaches are increasingly used in public services (and promoted by the LGA) as a means to deliver better services that meet the needs of the people using them. We have and will use these approaches throughout the HRA partnership. This session will introduce them, explain how they are different to traditional ways of working and provide relevant case studies and an opportunity for discussion

13. Break

14. Action learning sets

15. Action learning sets: process & principles Exercise Instructions • Non-directive and non-judgmental • Supportive and confidential • Focus is on listening and questioning, would discourage taking notes (facilitators will do this) • Based on principle people have their own solutions and make own decisions on actions they will be held accountable to (by their peers) • Purpose of discussion is to understand the issue the presenter is facing, not to give advice Introductions. Someone volunteer to present an issue or challenge Presenter presents (informally) their issue to the group, uninterrupted Questions from the group Facilitator summarises Presenter identifies actions and reflects on learning

16. Reflections & close

19. Handout: Legal compliance self-assessment  Criteria for self-assessment: Feedback questions: Is this tool useful? Can you see the value in it? Is it easy to use and understand? What would be the best format for the tool?

20. x4 Handout: Code of guidance self-assessment Criteria for self-assessment: Feedback questions: Is this tool useful? Can you see the value in it? Is it easy to use and understand? What would be the best format for the tool?

21. x4 Approach & methodology: user-centred design and agile Phases (iterative) Prototyping Ideation Discovery Implementation Develop roadmap for full solution. Continuous improvement after 'go live' - can include full pilots. Deliver more user needs identified in earlier phases and adapt to changing needs. Measure and monitor against KPIs Develop rough and working prototypes of selected concepts. Share and get feedback early to test hypotheses, assumptions, risks and key elements of the idea. Integrate feedback and keep iterating. Define a 'minimum viable solution' that meets key user needs Brainstorm solutions to opportunities identified. Identify whether to re-use existing practice ideas or develop something new. Select most promising ideas and develop into concepts to take forward Research to explore and better understand the problem. Build empathy and understanding of users, their needs and aspirations. Seek inspiration from others. Synthesise research into meaningful and actionable insights, identifying opportunities for design and improvement. Description • Business case or benefits case • User research report (qualitative, ethnography) • Secondary research • User Journey and/ or Experience Maps • Service Blueprints • Insights & Design Opportunities • Show and tell • Brainstorming • Idea ranking • Storyboarding • Create a concept • Prototypes (low-res to high-res and live) • Experience prototyping • Storyboarding • Feedback capture grids • Scenarios & User Cases Tools/ Outputs • Roadmap and KPI report • Implementation plan • Toolkit & outputs for others to adopt • Product/ service that works for users and meets prioritised needs • Started measuring the performance  • Tested assumptions with real users and iterated designs accordingly before committing further resources  • Identified biggest risks and reduced this • Identified what's most important • Shared understanding of problem • Frame design opportunities • Understand user types and needs • Understand user experience today • Identified solutions • Key concepts to take forward to next phase Outcomes

22. x5 Action learning sets: guidance for facilitators Indicative Timings (20 mins) Someone volunteer to present an issue or challenge • Facilitator's role is to guide the process and timing, capture notes and help the group stick to the principles of action learning (non-directive, non-judgemental, understand not advise) • Will be difficult for groups to maintain the non-directive approach (listen and support without directing a course of action) without a facilitator • Encourage members to reflect on their learning  • Where necessary, facilitators can demonstrate useful questions which enable the presenter to gain a deeper understanding of their issue (what, how, clarify) • Facilitators should stop the group from descending into advice giving and leading questions, reminding them they are to ask questions which enable them to understand the presenter’s issue, the presenter of the issue decides their own actions • Try and enable as many people to present an issue as possible Presenter presents (informally) their issue to the group, uninterrupted – 3 mins Facilitator summarises issue – 2 mins Questions from the group – 10 mins Facilitator summarises discussion – 2 mins Presenter identifies actions and reflects on learning - 3 mins

23. x15 Template for note capture