User Involvement

 

 

 

ResponsibleOfficer:

 

PolicyPerformance&InvolvementManager

 

Approved:

 

18th August 2017

 

ReviewDate:

 

August 2020

 

Scope:

 

Unit

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

UserInvolvementPolicy

 

1.0      Introduction

 

1.1          Helping Our Futureiscommittedtothecreationofsustainablecommunitiesandtodeliveringthe best qualityandservices.Webelieve thata major factorinrealisingourcommitmentistheeffectiveinvolvementofusersandstakeholders.

 

1.2          Inordertodothisweshallprovideavarietyofwaysforuserstobeinvolved(ourmenuofinvolvement)andwherenecessarywewillworkwithotheragencies toremove barriers to meaningful involvement.

 

1.3          Wewillchampionequalityanddiversityasanintegralpartofourapproachtouserinvolvement.Werecognisethatcommunitiesandthe differentpeoplewithinthemhavetheirownopinions,ideas,knowledgeandexperiencesandwewanttomakesurethateachpersonisproperlyrepresented.Allusers,includingvulnerableandsupportedusers,willbeofferedthetrainingandsupporttheyneedtoparticipateconfidentlyandmeaningfully.

 

2.0      Statement of Intent

 

2.0  Thefollowingstatementoutlinesouron-goingcommitmenttoinvolvingourcustomersandourapproachtoinvolvementwithinHelping Our Future.ThisstatementhasbeenagreedwithusersandprovidesthecontextfortheUser Involvement Policyand Promises 2013– 2015.

 

“Helping Our Futurevaluesandrecognisesthebenefituserinvolvementbringsandpromisesthatallofouruserswillhavetheopportunitytobeinvolvedindecidinghowwedeliverourservices.

 

Helping Our Futurewilllistenandinvolveusersintheplanning,decisionmakingandimplementationofchangesandwillensurethatallusersarekept informed of all changes.”

 

3.0      Opportunities for Involvement

 

3.1          Helping Our Futurewillofferalluserstobe involved andhave asayin the way we deliver our services.

 

3.2          Asanorganisation,wehaveaunitwideapproachtouserinvolvementand will offer a range ofinvolvement opportunities, these include:

 

 

  • BoardMembership
    • Local ManagementTeam Membership
    • Service PanelMembership
    • Senior Voice
    • YouthForum
    • Editorial Panel
    • Focus Groups
    • Service User Groups
    • Surveys and questionnaires

 

3.3          Wewilltailorhowwedelivertheseopportunitiestoensurethattheyaremeaningfulandaccessibletoallusersandofferarangeof diverseactivities.GuidanceonhowwedothisisgiveninourConsultationToolkitandontheInvolvement pagesonourwebsite.

 

Thisunit wideapproachwillbepromotedtocustomersthroughourAnnualReportandUserInvolvementPromisesfor2014–2017whichincorporatesourpromisestocustomersandinvolvementprioritiesoverthenext 3 years.

 

3.4          Webelievethatusersshouldbeinvolvedatalevelthatsuitsthemandwewillofferarangeofwaysinwhichuserscanbeinvolvedontheirtermsandtotheleveltheydesire.Forthosethatwantonlyminimalinvolvementwewillensurethey havetheopportunity toaccessdetailedinformationontheservicesweprovide,howweareperformingandwhatisplannedforthefutureandopportunitiesforinvolvement.Wewilldothisthrough:

 

  • User Promises2014-2017
  • Annual Report
  • Service specific leaflets
  • Service handbooks
  • User newsletters
  • News on our website
  • User InvolvementImpactAssessment

 

 

4.0      User feedback

4.1WewillproduceanonlinemonthlyConsultationCalendarinorderthatcustomersareawareoftheopportunitiesforinvolvement.TheConsultationCalendarwillprovidethedatesofmajorservicereviewsandwillbeupdatedquarterlyin our customer newsletter.

 

5.0      Training and Support(users)

 

5.1          Weensureusersaresupportedinarangeofwayssothattheyareabletobefullyinvolved.Wewillprovidecomprehensivesupporttoindividualsorgroupswhichwillmeanthatallcustomershaveequalaccesstothesamelevelofsupport,evenifthatsupportisgivenindifferentways.Wewilldothisin partnership with ourusers.

 

5.2          The number of trainingsessions organisedper year that have enabledresidentsto becomeinvolved.

 

6.1          Implementation

 

Helping our Futureadoptstoprovideathrivingrangeoflocalactivitiesthatarerelevanttothelocalareaorparticularservices.Inadditionuserswillbeinvolvedonaday-to-daybasisonmattersthataffecttheirhome,theneighborhoodtheylive in and the services theyreceive:

 

  • UserInvolvementOfficerswill workcloselywithservicesuserstodevelopinitiativestoencourage a reduction in homelessness,improve education, skills, employmentopportunitiesandhealth.
  • ManagementandInvolvementstaffwillbekeytodeliveringouruserinvolvementpromises.Inspectionsareanimportantopportunityforuserstoexpresstheirviewsabouttheservicesthatweprovide.Frontlinestaffwillassistusersinbecoming involved bymaking themaware of opportunities in theirarea.Theywillbesupportedindoingthisthroughtheproductionofagroupwideconsultationcalendar,whichwilldetailallplannedserviceandpolicyreviews.
  • Whereusersaredirectlyinvolvedinplanningserviceprovisionwecanensurethatweareofferingthemostappropriateservicetomeettheirneeds.

 

 

7.0     Complaints, Comments and Compliments

Complaints,commentsandcomplimentsareavitalpartoffeedbackfromcustomers. Our aimis to usefeedback fromthese to help us redesign the wayourservicesareprovided.RefertotheComplaintsandUserCarepoliciesforfurther guidance.

 

Userinspectorswillhelpscrutinisekeyserviceareasbycontactingcustomers and reportingsatisfactionofservices delivered.

8.0      Removing Barriers to Involvement

 

8.1        Werecognisethatusersofanyage,gender,transgender,race,ethnicorigin,nationality,sexualityorsexualorientation;oruserswithanyphysicalormentaldisability,religionorreligiousorotherbeliefs,maritalorfamilystatus, caring, maternityand paternityresponsibilities, sensitive medicalconditions,orlifestylesshouldbetreatedequallyandfairly.Wewillbesensitivetoresidents’andserviceusers’individualneedsandwilltailorourapproachto involvingallour users accordingly.Wewill:

  • Takestepstoidentifyanylanguageorcommunicationrequirementsandensure that we provideinformation intheappropriate format.
  • We will provide a bank of user community interpreters sousers can get activelyinvolved.
  • Hold meetings andevents in places accessible topeople with disability,mobilityor sensoryimpairment needs.
  • Takecaretoholdmeetingsandeventsonarangeofdaysandatarangeoftimestoensurethatwedonotexcludepeoplewithdiversecommitments.
  • Beawareofandavoidplanningmeetingsandeventsduringreligiousor cultural days orfestivals.
  • HoldeventsinsafespacestoenablepeoplewhomaybesubjectofHate Crime to participatein consultationevents.

 

10.0    Involving all users at alevel theychoose

 

10.1      Whilstthemenuofinvolvementisapplicabletoallusers,werecognisethatdifferenttechniquesandprocesseswillberequiredtoensurethatallusersareabletoparticipateinthatmenu.Involvementplanswillbedevelopedfor specificservices that aretailored to service users.

 

10.2      Wewillemployarangeofinvolvementtechniquesandactivitiesandwhereappropriatewewillusecreativeinvolvement,suchasart,dramaandmusictohelp users communicatetheirthoughtsandopinions.Wewillalsomaximisetheuseofelectronic consultation.

 

10.3      Wewilltakestepstoincreaseengagementwiththoseuserswhomayhavebeenun-representedininvolvementactivities.Thisincludes:

 

  • Homelesspeople
  • Asylumseekersand refugees
  • Newarrivals
  • Those with learning disabilities
  • Thosewhohaveexperienceddomesticabuse(includingsamesexabuse and adultabuse)
  • Advocates
  • Transgender community
  • People with DrugandAlcoholdependencyissues
  • Ex-Offenders

 

10.4      Wewillensurethatanyinvolvementactivityiscarriedoutwithusersinasafe spaceto sharetheirthoughtsand experiences.

 

10.5      Itisimportantthatasmanyusersfromaswidearangeofbackgroundsandsocialgroupsaspossibleareabletotakepartininvolvementactivitiesandthattheyareproperlysupportedtodothis.Often,userswhotakepartininvolvementactivitiesgainvaluableskillsandexperience,whichcanincreasetheirlifechances.Wewillincorporateatrainingelementintoourinvolvementprogramme,notonlyhelpingtochangeservicesbutalsochangethe lives of people whotakepart.

 

10.6      Usersshouldfeelthetimetheyaregivinguptobeinvolvedisvalued.Wewillreflectthisintermsofthefeedbackpeoplereceive,qualificationsorskills obtained,or paymentforthetime spentattendingmeetings and events.

 

11.0    Externaland RegulatoryRequirements

 

Inaccordancewith the InvolvementandEmpowermentConsumer Standard framework, we will:

 

  • Ensurethatcorporateobjectivesreflectourapproachtoandplansforinvolving service users.

 

  • PublishanannualImpactAssessmentwhichcandemonstratehowservice users have been involved.

 

  • Have at least one userboardmember.
  • Consultwithusersonthebestwaytoinvolvingthemingovernanceandscrutinyandmanagementandthepoliciesand strategies of Helping Our Future.

 

 

  • Producea UserInvolvementPromises2014-2017documentdetailinghowcustomerinvolvementwillbeencouragedandhowfeedbackfrominvolvementoutcomeswillbeincludedintherunningoftheorganisation.

 

  • ReviewtheUserInvolvementPromises2014-2017usingimpactassessmentswhich showhowservices have been improved.

 

  • ProduceaversionoftheourPromisesforusersinauser-friendlyformat such asa leaflet consultedonbyusers.

 

  • CarryoutayearlyreviewofhowtheUserInvolvementPromises2013-2015andServiceUserInvolvementhavebeenimplementedcalledanImpactAssessment.Thereviewwilllookatwhathasbeenachieved,whohasbeeninvolved,andwhethertheinvolvementhasprovidedvalueformoney.Areportwillgoouttoallusersdetailingthefindings of theImpact Assessment.

 

12.0    OurAimsand Priorities for 2014- 2017

 

12.1      TheUserInvolvementPromises2014-2017setsouttheinvolvementactivitiesuserscanexpectfromus.Theapplicationofthesepromiseswill be assessed on anannual basis anda unit wideImpact Assessment.

 

12.2      TheUserInvolvementPromises2012-2015,ImpactAssessmentwilldetailhowwehaveachievedtherequirementsoftheInvolvement&EmpowermentStandard.

 

12.3      All involvementpublicitymaterials, irrespective of theservice area,will:

 

  • Give clearinformationabout howuserscan become involved.
  • Giveclearinformationabouthowusersissuesorconcernswillbeaddressed.

 

13.0    Implementation

 

13.1      ThePolicy,PerformanceandInvolvementManagerisresponsiblefordeveloping thestrategyfor involvement.

 

13.2      Onapracticallevel,userinvolvementistheresponsibilityofeachmemberofstaffandleadbyourspecialistteamofUserInvolvementOfficers.

 

 

 

13.3      Guidance andadvice can be obtainedfrom thefollowing specialists:

 

  • Policy, Performanceand InvolvementManager
  • User InvolvementOfficerTeam Leader
  • User InvolvementOfficers
  • Equalityand DiversityPolicyAdvisor

 

14.0    Performance Management

 

Through the developmentofdedicated webpages,our user service standardsand other publicitymaterials, we will ensure thatall residents and service users areinformed about howinvolved users aremakinga differenceand howtheytoocan be involved.

 

14.1      Wewill produceandpublish service standards agreed with our usersonan annual basis.

 

14.2      Wewill monitor the standardsagreedandpublish the performanceon aquarterlybasis.

 

14.3      The success of involvement will be monitoredbythe responses received fromresidentsand service users who have beeninvolved.

 

14.4      Involvement Indicators will measure:

 

  • The number of residents involved in bothformal and informal structures.

 

  • The number of residents involved in formaldecision making structures(i.e. Boards).

 

  • The number of residents who are satisfied with the opportunitiesforparticipation indecision making.

 

14.0    Equality& Diversity

 

15.1      Equalityand Diversityconcernsand priorities are intrinsicthroughout thisDocumentandreflecttheProtectedCharacteristicsashighlightedwithinTheEquality Act2010.

 

15.2      Helping Our FutureEquality&DiversityStrategy2014/17keyprioritiesarealsoreflectedwithinthispolicy. Thepolicydocumentalsoworkswithintheremit of the Equality &Diversitypolicy.

 

15.3      Helping Our FuturealsorecognizesthatSocio-economicfactorscanoftenimpactuponuserswhoare willingtoaccessinvolvement events.Wewillmakeeveryattempt toenableall users who want tobe involved be involved.

 

 

15.4      Helping Our FutureUserInsightTeamandEqualitiesofficerwillalsoprovidebespokepracticalequalitiestrainingtoallourinvolveduserstoensurethatweequipourInvolveduserswithinsightandunderstandingofthe

diversityofpeoplethatlivewithintheBradforddistrictandthechallengesfacedbydiverse communities.

 

15.5      Helping Our Futureiscommittedtoengagingwithrepresentativesfromalltheprotectedcharacteristicgroupsandenablingthemtobecomeinvolvedusers.

 

15.6      Wewillchallengeallformsofdiscriminationthatwearemadeawareofbyutilisingallavenuesopentoustoenableustoensurethatweprovideequalandnon-discriminatory services toall.

 

15.0    Review

 

16.1    Thispolicywill be reviewed bi-annually or followingrelevant legislative orregulatorychanges.