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 & Helen Sanderson
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
“We must not let our past, no matter how glorious, to get in the way of our future” Charles Handy 6
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. 7
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 4 th 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. 8
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
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
“So basically you’re moving from wholesale to bespoke retail!” 11
Our initial market prediction B2B Now B2C B2C Future B2B
Our current experience £ Local Authority Customer 13
“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
The first part of our journey 15
The key issues to be considered • Market Awareness • Brand • Defining your offer • Costing your offer
The Apprentice
Market awareness In your groups please spend 5 minutes considering the following: • What are the ways families can learn about your organisation? • How will you ensure Jennie and her family/circle of support knows about you?
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
Defining your offer “One who cares, listens” Paul Tillick 20
Defining your offer Listen - without assuming you know the answer
Defining your offer What can you offer Jennie and her family / circle of support? Is what you offer what they want?
So what about the people we’re already supporting in traditional services?
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For Anne-Marie we hoped to achieve? 27
For the staff we hoped to achieve? 28
Allocation So what about the money?
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 of 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 30
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 31
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 32
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 33
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 34
Plan 35
Person centred thinking tools www.thinkandplan.com 36
Person centred thinking tools 37
Person centred thinking tools 38
Plan – Just Enough Support 39
Plan – Choosing staff 40
Plan - One Page Profiles 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! 41
Plan - One Page Profiles 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 ! 42
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
Any Questions?
Coffee break
One-off products Something a family may purchase which may or may not lead on to further business: Facilitation of a PCP Service Design Support Design Benefit Review Behaviour Analysis H&S Environment Review Review AT Assessment Housing Brokerage Holidays 46
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
Ongoing products Something a family would purchase without an end timeframe: Personal care & support Waking night Sleep-in Housing related support Live-in Support Recruitment of PAs Short Breaks Management of team of PAs Training of PAs On-call & out-of-hours Quality Assurance support 48
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?
Costing the offer So what about the money?
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