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Personalisation for Business Support Staff 6 th November 2013 - - PowerPoint PPT Presentation
Personalisation for Business Support Staff 6 th November 2013 - - PowerPoint PPT Presentation
Personalisation for Business Support Staff 6 th November 2013 Welcome Sylvia Crick Arc Scotland Steve Scown Chief Executive of Dimensions Helen Sanderson Helen Sanderson Associates Personalisation for Business Support Steve Scown &
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Steve Scown
Chief Executive
- f Dimensions
Helen Sanderson
Helen Sanderson Associates
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Personalisation for Business Support
Steve Scown & Helen Sanderson
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Dimensions
- Support adults, young people and children with
learning disabilities and who experience autism
- Support and accommodate over 3000 people
- We offer support via RCH / GLS / SLS / Day
Services / Short Breaks and supported employment
- Work in 70 Local Authority areas
- Employ approximately 4000 permanent staff
- Budgeted turnover in 13/14 of £116m
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“We must not let our past, no matter how glorious, to get in the way of our future”
Charles Handy
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The LA commissioned service
Paul lives in a home with 4 other people Local Authority pays Dimensions £50k per annum Home has a team of 5 staff – there is 1 staff member there all the time during the day and 1 sleeps in at night There are 40 hours per week shared amongst the group Paul wanted to go abroad for a holiday and a group of 8 people decided if that was OK Paul spends 2 days a week at the local learning disability day centre and the rest at leisure.
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What Paul wants
Paul has an Individual Budget of £34k. Paul pays Dimensions £22k a year for: Support in the mornings whilst his Mum is at work Support 2 days a week whilst he works in a garage keeping the floor clean and the place generally tidy Support every 4th weekend whilst he goes away for short breaks – either camping or on a city break One of his support workers is his cousin at his family’s insistence. Paul is offering a one-off £3k payment if Dimensions can find him a job which he can keep for 6 months.
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The Immediate Challenges
- Traditional services offer more secure income
streams
- Traditional services are less and less in demand
- Personalised services will be what people want to
buy and have funding for
- Personalised services have small and fixed
margins
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The Provider Conundrum
Managing yesterday’s services today whilst developing new ways of listening and responding to tomorrow’s customer – and increasingly having to accept far less money for doing it
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“So basically you’re moving from wholesale to bespoke retail!”
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Our initial market prediction
Now B2B B2C Future B2B B2C
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Our current experience
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Local Authority Customer
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“It is not the strongest of the species that survive, nor the most intelligent, but the one that is most responsive to change”
Charles Darwin
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The first part of our journey
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The key issues to be considered
- Market Awareness
- Brand
- Defining your offer
- Costing your offer
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The Apprentice
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Market awareness
In your groups please spend 5 minutes considering the following:
- What are the ways families can learn about your
- rganisation?
- How will you ensure Jennie and her family/circle
- f support knows about you?
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In your table groups please spend 15 minutes thinking about:
- The 5 most important things families want from a
provider?
- The 5 most important things a local authority
wants from their providers
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Defining your offer
“One who cares, listens”
Paul Tillick
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Defining your offer
Listen
- without assuming you know the answer
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Defining your offer
What can you offer Jennie and her family / circle of support? Is what you offer what they want?
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So what about the people we’re already supporting in traditional services?
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For Anne-Marie we hoped to achieve?
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For the staff we hoped to achieve?
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Allocation
So what about the money?
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Allocation
Individual allocation Identify each person’s share of the funding we receive based upon their individual need Core support and shared costs Identify what support and costs are necessary as a result
- f the service being shared
My personal money Identify ways of enabling each person to maximise their control over what resource they have once they’ve paid their share of the core support and shared costs
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Allocation - the current model
A 6 bed home with a budget of £300k Each placement is charged at £50k per person Extra costs for an individual basis may be negotiable
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Allocation - the ISF model (1)
From the budget of £300k Total budget for core support & shared costs is 240k Core support costs = £180k (£30k each) Shared costs = £10k (£10k each) Individual share of core support & shared costs is £40k
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Allocation - The ISF model (2)
Person A: individual allocation of £50k Person B: individual allocation of £42k Person C: individual allocation of £45k Person D: individual allocation of £53k Person E: individual allocation of £65k Person F: individual allocation of £45k
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Allocation - The ISF model (3)
My Personal Money = Allocation – (shared costs + core support) Person A: (£50k – £40k) = £10k Person B: (£42k – £40k) = £2k Person C: (£45k - £40k) = £5k Person D: (£55k - £40k) = £15k Person E: (£65k - £40k) = £25k Person F: (£45k - £40k) = £5k
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Plan
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Person centred thinking tools
www.thinkandplan.com
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Person centred thinking tools
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Person centred thinking tools
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Plan – Just Enough Support
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Plan – Choosing staff
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Plan - One Page Profiles
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Adrian’s one page profile
What people like and admire about me... I care about what I do. I am an enthusiastic, approachable, friendly and caring individual with a high level of morals and ethics. I have excellent communication skills My timekeeping, cleanliness and hygiene. Good sense of humour What’s important to me… That the job is done properly Honesty and integrity Timekeeping and accuracy Family and friends My pets To be happy and content at both work and home The health, welfare and quality of life of the People We Support How to support me well at work… Management listening and responding to important issues Communicate with me – discuss don’t gossip Give me structure and organisation Ask for help if you need it If you have a problem with me, or with something I am doing, please talk to me about it Be honest Care about what you do Consider the best interests of the people we support Enjoy coming to work! SLIDE 42
Plan - One Page Profiles
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Gordon’s one page profile
What people like and admire about me… A real, a positive role model A good influence for new members of a team /organisation Experienced in my line of work Professionally dedicated, calm & confident Loyal, realistic, knowledgeable, observant, open and honest Well respected and a good networker A very fun loving person, who likes to laugh What’s important to me… To be professional and have the same level of professionalism in return For others to be open and honest with me, even with the not so nice stuff ! Let me be me, what you see is what you get, the good, bad and the ugly !! I like organised work, and a fairly clear desk! Enjoying music – especially live, loud and proud Being inclusive of others A good night out with friends, eating good food and having a chat, drinking coffee in any well-known coffee establishment And not forgetting my family, both close and extended How to support me well at work… Keep me supplied with black coffee – no sugar please If I’m quiet in meetings I’m thinking, please allow me to do this, I need to reflect on things before responding I need to see detail; this can often make me seem 'picky' Keep me informed of what is happening, I’m passionate about the work we do and want to see the best outcomes for people we support and staff Allow me to talk things through Be open minded and willing to see new ways of doing things Be friendly and have a laugh –“it’s not that bad” Please return any resources you use to my desk space afterwards ! SLIDE 43
So what changed for Anne Marie?
- New people in her relationship map
- Voluntary work
- Unpaid support
- New places
- Re-connected with old friends
- Busier and happier
- Better relationship with estranged sister
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Any Questions?
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Coffee break
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One-off products
Something a family may purchase which may or may not lead on to further business:
Facilitation of a PCP Support Design Behaviour Analysis Review AT Assessment Holidays Service Design Benefit Review H&S Environment Review Housing Brokerage
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Defined term products
Something a family may buy for a fixed period of time with a pre-determined outcome:
- Life skills training
- Community integration
- Active support
- Job skills training
- Facilitation of PC Review
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Ongoing products
Something a family would purchase without an end timeframe:
Personal care & support Sleep-in Live-in Support Short Breaks Training of PAs Quality Assurance Waking night Housing related support Recruitment of PAs Management of team of PAs On-call & out-of-hours support
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Your offer
In your groups please spend 15 minutes considering the following:
- Would your organisation’s menu differ from
Dimensions? If so, how and why?
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Costing the offer
So what about the money?
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Costing the offer
Overhead activity ABC / Insurance Model / Variable Input Premiums Client Group / Postcode Specials Refunds / discounts / free offers
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“I am always doing what I cannot do in order that I may learn how to do it.”
Pablo Picasso
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Finance
Costing your offer, contracts, invoicing and accounting
Page 7 and 8
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Brand
What does brand mean to you?
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Brand
“What people say about you when you leave the room”
Jeff Bezos - Amazon
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Brand
Which good and bad brands spring to mind – and what makes you think that?
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Your brand
What five words would be used by the person who really likes your organisation a lot?
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Your brand
What five words would be used by the person who really doesn’t like your organisation?
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Your brand
In your groups please spend 5 minutes considering whether those words are “fair comment” or not?
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Marketing
Customer focus, communication and promotion
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Human Resources
So what about the staff?
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Human Resources
In your table groups please spend 5 minutes identifying the 5 most important characteristics you look for in a support worker.
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Human Resources
In your table groups please identify the 5 most important characteristics of an employee supporting Jennie
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Defining your offer
Please spend 5 minutes reflecting on and discussing any differences between characteristics.
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Human Resources
How will you help Jennie and her family / circle of support recruit the right people?
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Human Resources
Bespoke
- Person Specification
- Job Description
- Employment Contract
- Rates of Pay
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You Decide – We Employ
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Human Resources
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Human Resources
Selecting and recruiting staff, supporting, supervising and appraising staff, workforce development, policies and procedures Pages 9 – 11
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And finally… What are you going to do as a result of hearing
what you’ve heard today?
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“If you want something different to happen, you have to do something different”
Sharon Di Santo
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