ࡱ> y rbjbj .{{j8*ll($P"4&tӚz 6+`כ<0lHӚӚl : PURPOSE Introduction and Aim This section sets out the service specification for the provision of a supervised contact service delivering different levels of supervised contact. It describes the key features of the service required and should be read in conjunction with service agreement. The Aim of this service is to provide supervised contact to children and young people looked after who are: Where proceedings have ended and children and young people remain in the care of the local authority. Supervised contact ensures the physical safety and emotional wellbeing of a child. It also assists in building and sustaining positive relationships between a child and members of their non-resident family. This requires supervisors who are skilled and confident enough to intervene immediately and firmly if necessary and can work professionally in a planned way with vulnerable children and highly distressed adults. Evidence Base/ Legal Context The Local Authority has a duty to provide contact between children and young people looked after by the Local Authority and their families. The Childrens Act 1989 emphasises the responsibility of the Local Authority: to safeguard and promote the welfare and upbringing of children and young people within their area by their families (section 17) to allow reasonable contact between a child in care of the Local Authority and their families (Section 34). The provider throughout the provision of the Service shall demonstrate an understanding of the principles inherent in the Childrens Act (1989), the Children Act (2004) and their associated regulations. Respect the right of the child who is separated from one or both parents to maintain personal relations and direct contact with both parents on a regular basis, except if it is contrary to the childs best interests. Article 9 of the UN Convention on the Rights of the Child. The Children Act 1989 provides the legal framework for judicial decisions relating to children. The Act requires judicial consideration of the Welfare Checklist prior to the making of almost all Orders under the Act. The court is also required by the Act to consider whether in the circumstances of the case, it is in the childs interest to make the Order sought. Section 34 of the Act regulates contact between children in care and their families. Local Authorities have a duty to allow children in their care to have reasonable contact with their parents. Refusal of contact for more than 7 days or permanent refusal requires authorisation from a court under section 34(4), as does reducing contact from direct to indirect contact. The duty to promote contact is also a requirement in both the Childrens Home Regulations and the Fostering Services Regulations. These requirements are applied within the National Minimum Standards for Childrens Homes (Standard 4), and the National Minimum Standards for Fostering Services (Standard 10), published by the Secretary of State for Health under section 23 (1) of the care Standards Act 2000. Standards on Child Contact need to take an approach based on Human rights, with an emphasis on childrens rights. The United Nations Convention on the Rights of the Child regards children as unique, important, active individuals, not just the passive recipients of services. The standards also need to take account of the Human Rights Act 1998, which may be used by children and their advocates to assert the legal rights of children. Please see the table below which details the key differences in contact for children in proceedings and those in long term care: Children in ProceedingsChildren in longer term careHigher frequency/several times per weekLower frequency/maybe only times per yearUsually still based within the county or in close Children may be placed at considerable distance outside the countyParents are often upset and angry and can be extremely challenging during contactTime may have reduced any tensions and anxieties, however consideration needs to be taken that situations can be unpredictable more so if placed with kinship carersChildren are usually youngerChildren are obviously growing up/changing needs/interestsContacts tend to be centre basedContacts can be more in the community activity based. Objectives Why is Contact Important? For children to: to meet their psychological and emotional needs Improve their well-being, self-confidence and self esteem Help them share and understand their ethnic, cultural, genetic and medical backgrounds Make sure they are comfortable and safe Give them freedom to have and enjoy their important relationships. What is the purpose of contact for the child? It can help the child maintain important emotional and psychological bonds with relative and friends Provide stability for the child in care/at home, and a source of support in young adulthood Help the child to develop a sense of identity and belonging Help build the childs sense of self worth and self esteem NACCC Best Practice Manual for Supervised Contact, April 2011 Derby City Councils Principles The Contact Plan must focus on the best interests of the child or young person (person centre) and requirements adhered to To ensure good quality contact only suitably qualified staff to be used (any external provider to be registered with the National Association of Child Contact Centres NACCC) Fulfil Derby Childrens Social Care Procedures Manual section 6.1.2 and the Children in Care Pledge For Parents and children care to maintain relationships, attachments and bonds. Expected Outcomes The Service should achieve the following: Maintain contact between children and their families or significant others. Facilitate contact in accordance with the requirements of the Contact Referral and Contact Plan arising from the care plan for each child. Provide a secure environment and venue to assist in maintaining contact between children and their families or significant others. Provide consistency in the monitoring and supervision of contact sessions. Provide consistency in the staff supervision at contact sessions. Children and Young People and their families are enabled to cope with contact through the provision of well planned and managed contact arrangements which meet childrens needs. Provide the child with an opportunity to have a quality contact experience. 2. SCOPE OF SERVICE INCLUSION 2.1 Service Users/Young People The service users consist of children and young people up to the age of 18 years (as defined by The Children Act 1989); where proceedings have ended and the child/young person remains in the care of the relevant Participating Member. Children or young people who access the service may be experiencing a range of difficulties in relation to their placement, their health and social well-being and their education. Some of the children or young people may have emotional or behavioural difficulties; a disability or mild mental health problems; others experiencing stress relating to their life circumstances; or be in the process of leaving care. For children and young people the risks and concerns regarding the significant adults in their immediate and extended family are such that the Contact Session requires to be fully supervised, monitored and recorded. The Service shall be accessible to all and the Service Provider shall positively support the diverse and varied needs of those eligible children and young people who access the service, or wish to access the service. The Service Provider shall be committed to equal access when delivering the Service, and to removing barriers in accessing the Service that may be related to the age, disability, ethnicity, gender, religion/belief and sexual orientation of the child/young person or their family. 2.2 Provision The Service will be expected to work alongside and complement Derby City Councils in-house provisions; allowing them to provide children and young people and their families with a range of Services at times that suit them, and individual to their needs. The Service provider shall provide a flexible, high quality Service embracing the Every Child Matters Outcomes Framework. As such throughout the provision of the service the provider will demonstrate an understanding of the principles inherent in the Childrens Act (1989), the Children Act (2004) and their associated regulations. 3. SERVICE DELIVERY 3.1 Service model The Service will be required and ideally available to deliver supervised contact Sessions from 08.30 to 18.30, six days per week. School age: Monday to Friday 3pm to 6.30 pm (term time) 9am to 6.30 pm (school holidays) Saturday 9am to 6.30 pm Baby: Monday to Friday 9am to 6.30 pm Saturday 9am to 4pm Referrals The service will have a system in place for receiving referrals and planning the appropriate service provision. Referral teams will complete a referral form for access to the supervised contact service. A current risk assessment will be sent with the referral. The Service Providers Contract Manager shall process the information provided, to confirm availability. The Service Provider shall respond to the Purchaser on their ability to cover the contact Session within the indicated time period on the referral no more than 48 hours. Following the service receiving a referral a planning meeting with Social Worker is required before the commencement of contact. The contact supervisors must provide written records of each contact session for the department and also for the parents/carers, ideally family members should sign the written record to ensure they are happy with contents. On occasions when the referral indicates a family member or indeed any participant is of high risk then a risk assessment should be completed and in line with this the contact may require 2 supervisors. Contact supervisors must at all times be in the room and or with children and familys at all times and follow the guidance in the referral. Contact Venues The Service Provider will ensure that the contact venue is fit for purpose to conduct the Contact Session and shall ensure the Service meets the following criteria: Reception service available to the contact venue which can take bookings for the service and greet families on arrival. All children and young people, family members, and contact supervisors shall be signed in and out of the building in a register held on reception. This register shall be used in the event of an emergency. Reception staff shall welcome children/young people, their families and Contact Supervisors involved in Contact sessions. The Venue Manager and staff shall be responsible for ensuring the confidentiality and safety of all children/young people, family members, and Contact Supervisors involved in Contact Sessions. The provider will ensure that Contact venues provide adequate space and have the facility to serve the varying needs of the children/young people and their families. Are clean, tidy, private, child friendly and suitable for supervised Contact Sessions Are welcoming and friendly to all children/ young peoples and their families. Have toys, books and games available for use by children/young people and their families which are appropriate for all age groups. Toys and games shall conform to British and European Standards(i.e. Kitemark, CE mark, Lion Mark). Have telephone access for social workers and contact supervisors. Are compliant with al equalities requirements including, but not limited to, the Equalities Act 2010 and are accessible for wheelchair/pushchair use and suitable for children and adults with physical and sensory disabilities. Contain suitable equipment and space including but not limited to access to a microwave and space is available for hygienic preparation of refreshments. Facilities for children/young people and their families to be able to cook prepare food and share a meal meeting their cultural requirements. Have appropriate toilet and washing facilities located at the centre, including baby changing facilities that are easily accessible. Have play areas that are large enough to provider movement and spread out activities and allow opportunities for service users families to be actively engaged in activities during the contact session. Have outdoor play areas, that are safe, secure and well maintained. Have a design and layout that ensures safety and security for Service Users and their families using the service which may include secure entry and exit systems, and surveillance and alarm systems and arrangement for emergency police support. Where possible in high risk situations contain separate entrances and exits to assist childrens transition into and out of the contact venue. Are compliant with all health and safety and means of escape regulations and have the necessary insurance in place. Service Approach The Provider will: Complete a person centered support plan for each individual young person that clearly states the service provision and how the Provider intends to support the individual to achieve their stated outcomes. Ensure that highlighted outcomes will be included in the person centered plan and communicated with the Council. be able to respond to changes in demand for service provision on the request of the Council. Communication The Provider will: Ensure that communication occurs regularly with all parties involved and that families and Carers are involved where appropriate. Consultation and Feedback The Provider will: Develop and implement a meaningful way to consult young people; Demonstrate that the outcomes of such consultation and feedback have been considered by the Provider and relevant improvements/changes made as a result; Show that it communicates effectively and regularly and young people). Demonstrate consultation with purchasers and outside agencies about the provision being delivered to each young person. Cancellation Timescales and Processes The local authority will as far as possible provide a minimum of 12 hours notice if a Contact Venue booking is to be cancelled. The service provider shall provide a minimum of 24 hours notice if a contact venue booking is to be cancelled. Any sessions that are cancelled within the agreed timescales will not be charged for. Cancellations will be monitored as part of the performance monitoring for timescales and the local authority will not pay for any on-going cancellations within the contract. Any regular cancellations will be required to be reviewed by the Local Authorities co-ordinator to ensure this contact is still viable and required. 3.2 Staffing The Provider shall maintain a level of staffing which shall enable the delivery of the Service in accordance with the values and principles outlined in the specification and in accordance with the stated child/children/young person outcomes and person centred support plan, this shall include administrative support. The provider shall ensure there is a sufficient reserve of staff to cover for absences due to sickness, holidays etc. Staffing ratios will be appropriate to the numbers and needs of the young people and as required for the activity being delivered. 3.3. Staff training, competencies and skills The Provider will ensure that all staff and, where appropriate, volunteers are, on an on-going and evidenced basis, trained and have the necessary skills and competencies and have the necessary experience to safely deliver the Service and associated activities. Providers will ensure that all staff and volunteers are trained to understand safeguarding issues in relation to vulnerable young people. The Provider will demonstrate that staff have attained or be working towards attainment of any nationally recognised and/or accredited training and/or standard pertinent to the category(ies) of young people that it has identified it will deliver services to. All Staff shall receive individual supervision and participate in regular team meetings. Staff appraisals shall be carried out annually on all staff, which shall identify training needs and address practice issues. Supervision will provide opportunity for staff to reflect and learn from experience and identify development needs and level of support required. 3.4 Staff Understanding and Relationship Building The Provider will ensure that in the delivery of this Service their staff and, where used, volunteers are: able to understand different children/young peoples needs in a social environment; easy to approach and respond positively to children/young people able to forge open, honest and trustworthy relationships with young people within professional boundaries; 3.5 Equity Issues It is the responsibility of the Provider to actively meet the requirements of the Equality Duties (Race, Disability and Gender) these include Eliminating discrimination Promoting equality of access to services and of employment opportunity Ensuring effective data capturing and analysis of service provision Conducting Equality Impact Risk Assessments (EIRAs) on policies, procedures and services. The Provider should have a clear published plan of action to achieve the equality principles in the equality duties. Equality Impact Assessment (EIA) must be undertaken and documented as part of any service review process or if any change is made to the provision of the Service which could impact on those in receipt of the Service. All staff employed by this Service will recognise and respect the religious, cultural and social backgrounds of service users in accordance with legislation and local and national good practice. The Provider will ensure that it has access to appropriate translation services/resources to enable equity of access and understanding. 3.9 Sub-contractors and staff No sub-contractors will provide any element of this Service unless agreed in writing by the Commissioner prior to the sub-contractor starting work. The Provider will notify the Commissioner of any sub-contractor currently delivering any part of this Service on its behalf detailing individually the name of the subcontractor organisation, the percentage of service being delivered and its cost. The Provider shall furnish a statement of how its staffing structure will be made up in relation to employees; agents or consultants; and volunteer staff. 4. SERVICE USER AND CARER INFORMATION The Provider will produce and provide relevant information for users and carers accessing the Service in a format which is acceptable to such users and carers and send this in an electronic format to the council for information on the service. Information will include the Providers complaints procedure, consultation and feedback processes and contact details. 5. QUALITY AND PERFORMANCE STANDARDS The provider will be required to produce performance and quality returns on a quarterly basis. The Provider will keep relevant records for monitoring the nature, level and quantity of the contact service and will allow the Council access to such records at the request of the Contracts Manager. The Provider will produce a quarterly monitoring report for the Nominated Council Manager and the Senior Contracting Officer to include the following information. The level of service provided The number of referrals during the quarterly period The Provider will produce an annual report on its quality assurance process including details of: Surveys, questionnaires or consultation undertaken Details of staff, volunteer or management training How services have met the needs of children and their families Details of new achievements and successes during the year Details of new developments during the year or planned for the next year Details of significant problems during the year Budget management Details of significant practice issues both resolved and unresolved. 6. MONITORING AND REPORTING Key Performance Indicators: (to consider) Percentage of Contact sessions which did happen within the specified time Percentage of Contact sessions that did not happen within the specified time Number of bookings that are actioned within the specified timescales Feedback received from children and young people on service received Feedback received from social worker, parents, carers and relevant stakeholders 7. PROVIDER MEETINGS The Provider will be required to attend Framework Provider Meetings to discuss general contractual and operational issues and Individual Provider Meetings to discuss specific issues and individual placements. 8. BUSINESS PROCESSES 8.1 Recruitment The Provider shall have in place a rigorous recruitment and selection process that shall ensure: application forms and job descriptions are used during the recruitment process; all potential applicants complete a declaration giving full details of current and spent convictions; the interview process determines whether the applicant meets the essential criteria for the post as a minimum; at least 2 written satisfactory references are taken up prior to employment. One reference will be from the present or last employer; all attempts are made to validate the full employment history of the applicant; Enhanced Criminal Records Bureau (DBS)/ including Protection of Children Act and Protection of Vulnerable Adults list checks are undertaken by the DBS or its successor body; staff have a clear contract of employment or terms of service/role specifying (in the case of employment) conditions of service, including sick pay, holiday pay, agreed hours of work, whether work is guaranteed and a written job description (and the equivalent for other categories of staff; any member of staff with a declared conviction is not assigned to any child/young person until the Provider has obtained approval (or not) from the Council; that, where the Council requires it, it will remove employee member of staff immediately from the provision of service where it is felt that there is a potential risk of abuse to the individual, or actual abuse of the individual. 8.2 Risk Management and Capacity The Provider shall ensure that full and comprehensive risk assessments take place where required or needed and that a system is in place to review all such assessments in a planned way. The Providers staff shall be trained in order to recognise situations where a risk assessment or a capacity assessment is required, or may need to be reviewed. Significant changes in an individuals circumstances shall be reported to the purchaser (and the Social Worker) involved by the Provider to ensure that safe support arrangements are reviewed and maintained. The Provider shall work with professional staff as required. 8.3 Quality Assurance The Provider is required to have in place and to operate an effective quality assurance system for ensuring the quality of the services provided and to take any action necessary if the service falls below the standards identified. Additionally the provider shall make available to the purchaser information to enable the purchaser to complete quality assurance and contract compliance work to ensure the provider continues to provide best value service provision. The provider shall work with the purchaser and young persons to undertake planned action to improve service provision where required. 8.4 Record Keeping The Provider shall ensure proper records are maintained and made available to the Council, including but not limited to: person centred care and support plans; risk assessments and capacity assessments; preparing reports and written records of each contact session that takes place; Health and Safety audits; staff rosters; details of all staff employed and staff changes; staff records including training and induction; records of all accidents/ incidents involving staff/ service users with follow up risk assessments and records of actions taken. Time Sheets/ Diary Sheets/ Records of Performance Each individual will be given information by the Provider in a format which is accessible to the individual that sets out the details of the contact session they should be receiving on the agreed frequency, including time and dates of when that contact will be facilitated and the venue of the contact. The Purchaser shall also have sight of these records. The Provider shall use a variety of methods to record the delivery and performance of the Services such as timesheets, Service User diary sheets and staff rosters which shall provide evidence of the actual hours provided to each Service User. The Provider shall have in place a system for facilitating the Service User and/or their parents/carers to sign time sheets to confirm the individual hours of support they have received and hours that are due to be received. The Provider shall make available to the Council these records of service delivery when requested to do so. 8.5 Emergency Planning The Provider shall make arrangements to cover the service for contracted hours in the event of an internal service failure e.g. staffing difficulties and shall notify the Council immediately of any situation where the service cannot be provided. The Provider shall also contribute to the Councils Emergency Planning arrangements and use all reasonable endeavours to assist the Council in the event of a major emergency or disaster. The Provider shall also have in place a Business Continuity Plan. 9. PROTECTION OF CHILDREN, YOUNG PEOPLE AND VULNERABLE ADULTS Where the Service involves working with children and young people under 18, the Provider must take all reasonable and thorough steps, including Criminal Record Bureau and Independent Safeguarding Authority checks, to make sure that: everyone who is likely to live or work at the premises where the Service is to be provided is fit to be in the proximity of children and/or young people. For this purpose, work includes voluntary work; the premises in which the Service is to be provided are fit for children and/or young people; the Provider has complied with all requirements for registration under the ChildrenAct1989. The Provider must follow any advice given by the Council in relation to the paid or voluntary employment of anyone who appears to be unsuitable for work with children and/or young people. The Provider must ensure that appropriate procedures are in place to ensure that staff report, and deal appropriately, with allegations or concerns about vulnerable service users. Providers working with children should adopt the Derby and Derbyshire Safeguarding Children procedures. This means that any concerns or alerts have to be notified to the Council the same day. These procedures can be found at:  HYPERLINK "http://www.derbyshirescb.org.uk" www.derbyshirescb.org.uk  HYPERLINK "http://www.derbyscb.org.uk" www.derbyscb.org.uk 10. EXIT STRATEGY Towards the end of the contract where there is no extension to the contract period or a new contract is let with another organisation the Provider will assist as appropriate, and in a positive and timely manner.      $ % & 8 A d k l n HSȸȸrbRBRbbBbRhMsCJOJPJQJ^JaJhr5CJOJPJQJ^JaJhe>CJOJPJQJ^JaJ$hU/)h*CJOJPJQJ^JaJh*CJOJPJQJ^JaJhPCJOJPJQJ^JaJ$h!Nh/CJOJPJQJ^JaJh/CJOJPJQJ^JaJhU/)CJOJPJQJ^JaJ$hU/)hU/)CJOJPJQJ^JaJ'hU/)hU/)5CJOJPJQJ^JaJ % & $d@&^a$gd/$ & F#d@&a$gd/$d@&a$gddF$d@&^a$gdU/)$ & Fd@&a$gdU/) $da$gdU/)$d@&a$gdU/)  UV1mnTU%&$d@&^a$gde>$ & F$d@&a$gde>$d@&^a$gdU/)SU1mra2I&[&(y̼zdQAQAh) CJOJPJQJ^JaJ$hMshMsCJOJPJQJ^JaJ*hMshMs5>*CJOJPJQJ^JaJhMsCJOJPJQJ^JaJ!h{"5CJOJPJQJ^JaJh{"CJOJPJQJ^JaJ!h`5CJOJPJQJ^JaJh`CJOJPJQJ^JaJ'hMshr55CJOJPJQJ^JaJhr5CJOJPJQJ^JaJhe>CJOJPJQJ^JaJ&>[\eUUd$@&IfgdMskd$$Ifl0d #   t0644 lapytMs$d$@&Ifa$gdMs'xhXd$@&IfgdMsd$@&Ifgd!Nkd$$Ifl0d #   t0644 lapytMs'(zxhhd$@&IfgdMskd.$$Ifl0d #   t0644 lapytMsyz xyhʺtdTtTD3!hd_6CJOJPJQJ^JaJh\]CJOJPJQJ^JaJh_RCJOJPJQJ^JaJhCJOJPJQJ^JaJh7xeCJOJPJQJ^JaJhU/)CJOJPJQJ^JaJ$hU/)hU/)CJOJPJQJ^JaJ$hU/)he>CJOJPJQJ^JaJhe>CJOJPJQJ^JaJ$h{"hMsCJOJPJQJ^JaJh) CJOJPJQJ^JaJ$hMsh) CJOJPJQJ^JaJ =xxhhd$@&IfgdMskd$$Ifl0d # 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