Quality recommendations and checklist

Level 1

Outreach workers make contact with clients, provide basic information and contact details about their and alternative services, and record basic information about their client.

On initial contact, outreach workers introduce themselves, explain the purpose of their visit and, where appropriate, conduct a brief assessment of need.

Outreach staff build on initial contact with repeated contacts. Workers judge the appropriate length of each contact.

Outreach workers explain the process of help available, what that entails and the responsibility of both the client and the worker.

There are written guidelines on working methods for street outreach. These reflect the organisation’s values and are communicated to all staff.

New client information is logged and input into the rough sleepers register. This information is continuously gathered little by little and, where possible, forms detailing client information are not filled in on the streets.

There is an up to date referral policy which states that a referral form and history of violence/risk always accompanies a client to new accommodation.

Level 1 - examples of evidence

• logs books
• street notes
• running notes
• client files with notes detailing verbal advice given, assessment forms and other contact
• entries into rough sleepers register
• up to date written guidelines which stress the importance of keeping arrangements with clients, not making promises which can’t be met and keeping clients informed, organisational values, training records, induction.

Level 2

Outreach workers link clients into relevant services, develop action plans and provide ongoing support to the client.

Timing of contact with clients is appropriate to safety, priority of client need and staff availability.

There is effective working with other statutory/voluntary agencies.

A client case file is maintained for each client, including profile, running notes, correspondence and consent form. All recorded information is stored and used in line with the Data Protection Act.

Workers have skills and training in basic counselling, risk assessment, assertiveness, interpersonal communication, alcohol and drugs, mental health.

Outreach workers accompany clients to temporary accommodation and follow up clients once settled within a short time frame.

There are debriefs and planning sessions for each shift.

Level 2 - examples of evidence

• rota
• log books
• service level agreements
• data protection registration, signed consent forms or other record of consent from the client
• training records
• detailed action plans
• notes from debrief.

Level 3

Outreach workers ensure that outcomes from the client’s action plan are met and that move-on readiness is assessed and appropriate subsequent steps towards resettlement are taken.

Where outreach sessions are regular, police are informed of times and locations.

A client’s competencies for successfully maintaining tenancy are assessed before being referred to the resettlement process.

Outreach workers ensure that clients are linked into pre-tenancy and tenancy sustainment teams/appropriate support agency once resettled.

Referrals top the outreach team are acknowledged and the referee is notified of immediate outcomes where possible.

There are clear goals and targets for outreach work, with outcome measures to determine effectiveness of intervention.

Level 3 - examples of evidence

• minutes of meetings
• provide local police with rota of outreach services
• use move-on readiness index, MOPP, joint assessment records
• file minutes from joint care plan meetings
• database monitoring information (e.g. CHAIN).

Checklist

Good practice checklist for using outcome measurement

Is the outreach service is using a recognised quality system?

Does the outreach service have ways of measuring the impact of services on service users (outcomes)?

Is quality assurance seen as ongoing, and are there annual plans for how it will be implemented and developed?

Are resources identified and allocated to take the quality assurance and outcome work forward? Does this include funding, external or peer support and internal staff and service users?

Are all staff and volunteers involved in quality assurance?

Are there ways of involving service users in setting targets and measuring quality? Have they been developed and agreed with service users?

Are there action plans in place to review and improve the quality of the day centre and its activities? Are regular reviews being carried out?

Is quality assurance process involving the trustees, chief executive, staff, volunteers and service users?

Back: Recognised quality systems