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H.O.P.E S U P E R J O B S

HOPE SUPERJOBS LTD. IS A CARE AGENCY OFFERING A COMPREHENSIVE RANGE OF CARE AND SUPPORT SERVICES TO CHILDREN, YOUNG PEOPLE AND ADULTS.

W W W. H O P E S U P E R J O B S . C O M


CONTENTS H.O.P.E INTRODUCTION

CONTACT CENTRE SERVICES

H.O.P.E SERVICES

SEMI INDEPENDENT LIVING

ABOUT H.O.P.E

H.O.P.E HOUSE RULES

DOMICILIARY CARE

SAFE ESCORT & TRANSPORT

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PAGE 10 - 13 PAGE 14 - 17

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HOPE SUPERJOBS LTD. Home of Professional Excellence We are a leading professional care service for children, young people and vulnerable adults. We specialise in the provision of care and support for children with disabilities and complex healthcare needs. We pride ourselves in being the Home Of Professional Excellence (HOPE) in: DOMICILIARY CARE

SEMI INDEPENDENT LIVING

CONTACT CENTRE SERVICES

SAFE ESCORT & TRANSPORT

HOPE Superjobs is an equal opportunity organisation. Through our policies and practises, we work to ensure that our staff, customers and service users are treated equally regardless of race, religion, sex, sexual orientation, age, disability or any other characteristic. Established in 2003, we have a dedicated team of specialist, trained and experienced care and support workers who provide exceptional oneto-one care to vulnerable adults who want to live at home and maintain their independence. Our professional care and support workers provide a range of personalised services in the home. From domestic support, companionship, cooking, personal care, lifestyle and social activities through helping to manage and support specialist conditions. Our contact center workers are committed to safeguarding and promoting the development and wellbeing of children. Our center is a neutral, safe, secure and friendly environment where children meet and spend quality time with non-resident parents and family members. Our Semi-independent accommodation service supports young people – individually and in small groups – to live independently and manage themselves and their environment after leaving care. The level of support provided varies and is dependent on circumstances. Our key/support workers are trained and experienced in dealing with young people with behavioural and developmental needs.

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CLIENT TESTIMONIALS PAGE 22 - 23

COMPLAINTS PROCEDURE PAGE 23

We offer and provide safe escort for children with special needs; our escorts provide car and bus supervision for children travelling or transferring from home to school and from school to home (or any other agreed place). In regard to children, we work to ensure that they are at the centre of all our service planning and provision. We work with a range of agencies, such as job centres, colleges and specialists in employability training, to help young people maximise their potential for education and employment whilst living semi-independently. Dignity and respect are amongst our watch words and we strive to make sure that vulnerable adults and older people, whom we support in their homes, are treated with respect and that their dignity is never compromised. All our care and support workers, regardless of previous experience, are trained by us and receive on-going training and professional development to ensure that they and we deliver the highest standard of care to our clients/service users. Ours is a person and people-centred service with care and support provided hourly, daily, weekly or live-in. We contract with service users whether they have individualised budgets or receive direct payment. Our clients/service users come from all cultural, economic and social backgrounds and communities, and we pride ourselves in working with people who are diverse by age, ethnicity, faith, gender and race.

We have a branch of HOPE in Croydon: See ‘How To Contact Us’ on the back page of this handbook. INFO@HOPESUPERJOBS.CO.UK HOPESUPERJOBS.CO.UK

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H.O.P.E SERVICES

DOMICILIARY CARE CHILD CONTACT SUPERVISION SEMI-INDEPENDENT LIVING & SUPPORT SAFE ESCORT & TRANSPORT

OUR CORE SERVICES ARE DOMICILIARY CARE, CHILD CONTACT SUPERVISION, SEMI- INDEPENDENT LIVING & SUPPORT AND SAFE ESCORT & TRANSPORT. Each of our services is outlined in the pages following. Through our core services we offer the following: • Personal care and support to older people in their homes • Contact supervision for children, parents and family members • Mentoring of young people, in semi-independent accommodation, to encourage them to develop life and social skills that will enhance their employment prospects • Supervised transport and escort of children with special needs • Respite service for family carers who deserve a much-needed break from caring for family members • Support and care for adults including, but not limited to: 55 55 55 55 55 55

LEARNING AND PHYSICALLY DISABLED PEOPLE STROKE VICTIMS DEMENTIA SUFFERERS AND THOSE WITH MENTAL HEALTH ISSUES PEOPLE WITH SENSORY LOSS INCLUDING DUAL SENSORY IMPAIRMENT PEOPLE SUFFERING SUBSTANCE MISUSE PEOPLE COMING OUT OF HOSPITAL

• Care and support for children with multiple disabilities and complex healthcare needs which may include, but is not limited to: 55 55 55 55 55 55 55 55 55 55 55 55 55 55 55 55 55

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AUTISM AND ASPERGER’S SYNDROME AUTISTIC SPECTRUM DISORDER (ASD) ADD (ATTENTION DEFICIT DISORDER) ATTENTION DEFICIT HYPERACTIVITY DISORDER (ADHD) ALS (AMYOTROPHIC LATERAL SCLEROSIS) BRACHIAL PLEXUS INJURY CEREBRAL PALSY DIZZINESS DOWN’S SYNDROME EPILEPSY FIBROMYALGIA GLOBAL DEVELOPMENTAL DELAY MUSCULAR DYSTROPHY PARKINSON’S DISEASE RHEUMATOID ARTHRITIS SPINA BIFIDA WILLIAMS SYNDROME

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A B O U T

H.O.P.E

OUR PHILOSOPHY OF CARE At HOPE we are committed to the following philosophy of care and service provision. We are committed to equality: We respect all our service users – in terms of culture, customs, lifestyle, personal choices and values and strive to protect their dignity and safety. We endeavour to ensure that all our clients/service users have access to and receive the highest quality of care and service. We strive to ensure that all our users and stakeholders are involved in the development, enhancement and improvement of our service provision.

REGISTERED PROVIDER/MANAGER Our registered provider is Marlene Joseph. Marlene has worked in the care service industry for many years and has over 30 years’ experience in management, holding senior positions in both the public and private sectors. Marlene’s qualifications include: MBA, CIPD, APM, Diploma in Employment Law, risk assessor, health & safety auditor, accredited harassment manager, and part-qualified member of CIMA. She is an experienced trainer, freelance diversity consultant, and equality champion who has worked with people with learning and physical disabilities.

REGULATORY & PROFESSIONAL BODIES We are accredited by the Care Quality Commission (CQC). We have enhanced accreditation from the National Association of Child Contact Centres (NACCC). We are a member of the Chartered Institute of Personnel and Development (CIPD).

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DOMICILIARY CARE SERVICE Our Domiciliary Care Service offers a comprehensive range of personal and practical care to help children and adults continue to live in their own homes and to maintain their lifestyles with independence, safety and respect. We are a specialist home care provider for people with multiple disabilities and complex healthcare needs.

Our aim To offer a person-centred, flexible, high quality personalised and practical care service to children and adults living in their own homes, in order to help improve the quality of their lives and reduce the stress they may experience as a result of their disability, illness or age.

Our objectives • To enhance the quality of life and relieve the stresses experienced by clients/service users who have care needs as a result of age, disability or illness.

Our service and provision supports: • CHILDREN AND ADULTS WITH PHYSICAL DISABILITIES AND OR WITH LEARNING DISABILITIES • PEOPLE WITH PERSONAL CARE NEEDS • PEOPLE WHO NEED ASSISTANCE DUE TO ILLNESS • STROKE VICTIMS • OUTREACH FOR CHILDREN WITH DISABILITIES AND COMPLEX NEEDS • ONE-TO-ONE INTERACTION FOR CHILDREN WITH DISABILITIES AND COMPLEX NEEDS • PEOPLE COMING OUT OF HOSPITAL (HOME FROM HOSPITAL/INTERMEDIATE CARE) • PEOPLE SUFFERING FROM DEMENTIA AND MENTAL ILL HEALTH • PEOPLE WITH SENSORY LOSS, INCLUDING DUAL SENSORY IMPAIRMENT • PEOPLE WHO MISUSE SUBSTANCES • PEOPLE AT THE END OF LIFE

• To ensure that our clients/service users are treated with respect, that their dignity is preserved, their diversity respected, and their rights upheld. • To train and supervise our care and support workers so that they are able to meet the needs of our clients/service users effectively and provide them with the highest level of care and support.

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We also offer respite services to carers to give them a well-deserved break from their caring responsibilities. OUR DOMICILIARY CARE SERVICE We work continually to ensure that our care and support workers and other staff are trained, supervised and supported to provide an exemplary service for children and adults with a wide range of disabilities, illnesses and vulnerabilities. Our home care service may include: assistance with tube feeding; bathing, and toileting; helping the client/service user to get out of bed; combing hair and assistance with dressing; assistance with laundry; and, taking the client/service user out in the community. Our care and support workers can prompt the client/service user when it is time to take medication. Our care and support workers will strive to meet the daily needs of clients/service users with a degree of flexibility and will adapt their provision to meet any changes to a care plan. Prior to the service taking place, a meeting will be arranged between HOPE’s Children’s or Adults’ Service Manager, the client’s/service user’s social worker and carer (where appropriate) and agree a care plan. Where a child is involved, the meeting will involve the child, parents, social worker and any other agency with responsibility for the child’s care and welfare. The meeting will discuss, agree and undertake: • A RISK ASSESSMENT • TO OUTLINE A CARE PLAN WHICH, FOR A CHILD, SHOULD INCLUDE SPECIFIC INFORMATION ON THE TOYS, GAMES AND ACTIVITIES THE CHILD ENJOYS, ANY COMFORT TOYS AND SO FORTH • THE RANGE OF CARE SERVICES TO BE PROVIDED • WHEN THE SERVICE WILL START • WHEN AND FOR HOW LONG THE CARE WORKER WILL BE IN ATTENDANCE • CHECK THE PERSONAL DETAILS OF THE SERVICE USER TO ENSURE ACCURACY • PROVIDE THE CLIENT/SERVICE USER WITH THE NAMES AND CONTACT DETAILS OF THE CARE/SUPPORTER WORKERS • ALL PARTIES (CLIENT/SERVICE USER, SOCIAL WORKER, AND HOPE SUPERJOBS) SIGN THE CARE PLAN AND EACH RETAIN A COPY • PROVIDE THE CLIENT/SERVICE USER WITH A COPY OF THE STATEMENT OF PURPOSE AND THE SERVICE USER’S HANDBOOK – FOR WHICH THE CLIENT/SERVICE USER WILL SIGN TO ACKNOWLEDGE RECEIPT • AGREE THE ADMINISTRATION OF MEDICATION/DRUGS REQUIRED

Should a client/service user require a visit, urgently, before the service planning meeting takes place, we will arrange for one of our staff to see them.

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DOMICILIARY CARE SERVICE

Our Quality Assurance Systems We aim to visit twenty per cent (20%) of clients/service users each quarter to carry out spot checks. Spot checks are unannounced and enable us to monitor and evaluate our care and support workers to ensure that they continue to support the needs of our clients/service users, and that our clients/service users are satisfied with the service they receive.

OUR CARE AND SUPPORT WORKERS Your care and support workers will not carry out tasks that require the skills and expertise of a clinical professional. These tasks may include, but are not exclusive to:

We will ask all clients/service users and their carers to complete a user feedback survey (questionnaire), once a year. We have a child-friendly questionnaire which parents or carers should help their child/ren to complete. We will analyse the questionnaires and use the information therein to enhance and improve our provision. The Care Quality Commission (CQC), a government regulatory body, accredits us and regularly inspects and assesses our service against the National Minimum Standards.

Find out more To find out more about our domiciliary (home) care service, please go to ‘Contact Us’ on the back page of this handbook.

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• CUTTING TOENAILS AND FINGERNAILS (IF THERE ARE MEDICAL RISKS) • EAR SYRINGING • REMOVING OR REPLACING URINARY CATHETERS • BOWEL EVACUATIONS (OTHER THAN SUPPOSITORIES) • BLADDER WASHOUTS • INJECTIONS WHICH INVOLVE ASSEMBLING SYRINGES, ADMINISTERING INTRAVENOUSLY, CONTROLLED DRUGS • FILLING OXYGEN CYLINDERS • LIFTING FROM THE FLOOR WITHOUT HELP • TRACHEOTOMY CARE - CHANGING TUBES NOTE: We do not provide nursing care services.

Once the care plan has started, assigned care and support workers will make notes and record all activities in HOPE’s Log Book (which incorporates comment sheets). Notes may include: what service was provided; any incidents that occurred; and the mood of the service user during and at the end of the home care session. The comment sheet is the tool which we use to get to know our clients/service users better and to continually improve the service we provide. Our domiciliary care service comprises two departments (Adults and Children) each with a team of staff and sharing a pool of some 240 care workers.

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Care and support workers agree to supply HOPE with their services. They come from a range of ethnic, racial and social backgrounds and speak many languages including Gujarati, Urdu, Polish, Lithuanian, Punjabi, Yoruba, Tamil, Chinese and French. We are well placed, therefore, to deal with any language barriers and, where necessary, are able to assign a care and support worker who speaks the client’s/service user’s mother tongue or preferred language. We encourage and support our workers to gain formal qualifications in care at NVQ levels 2-4, in particular health & social care or child care. A significant number of our workers have specific qualifications and experience relating to care. We encourage workers to continue their professional development, by providing in-house training to complement formal training. From time to time, we take on care and support workers with little experience, however, they have to shadow an experienced worker for a minimum of four weeks, as well as embark on a relevant NVQ. Our induction program for new workers follows the core training checklist which includes Child Protection/Safeguarding Children, Safeguarding Vulnerable Adults, Health & Safety, and Manual Handling. As part of our training and development program, we aim to ensure that all workers complete relevant training in a timely manner. Care and support workers receive quarterly supervision and are appraised annually to assess their overall standard of performance and discuss any training and development needs. When any of our care and support workers enters a client’s/service user’s home, that client/service user may be assured that they will receive the best of care and support from a person with the experience and knowledge to deliver the highest quality of home care.

HOPE Superjobs Ltd. is a member of the Association of Healthcare Trainers (AOHT), and subscribes to its code of ethics and particulars of membership in regard to good practise in training and development. The AOHT is a not-for-profit membership-based association. HOPE is a Disability Confident employer. This means we strive to actively and positively contribute to an inclusive work environment and change behaviours and cultures around equality and diversity in the workplace.

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CONTACT CENTRE SERVICES

Our aim Our aim is to bring together children and their parents and other family members so that they are able to communicate freely, share quality time together and build strong and secure relationships.

Our objectives The following objectives underpin our aim of enhancing the nature of communication and the quality of relationships between children and their parents/family: • Provide a safe, secure and supportive environment for the child/children • Provide professional, trained and impartial contact supervisors • Encourage parents and family members to use the service and the centre to support them and their children • Advise and guide parents and family members in the care, support and welfare of their child/children

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Our Contact Service provides a child or children, a place to meet and enjoy contact with their non-resident parent(s) and other family members, in a safe, secure, supportive and friendly environment. Our service enables and helps a child or children to maintain and sustain relationships with their families. Supervised contact takes place at our child contact centres in Ilford and other premises registered to HOPE Superjobs Ltd. In addition, contact sessions may take place at the premises of East London Solutions (comprising London Borough of Redbridge, London Borough of Waltham Forest, London Borough of Havering, London Borough of Barking & Dagenham, London Borough Tower Hamlets) and those of other London boroughs with which we work. On those occasions, our supervisors will travel to the premises and be present during the sessions. Supervised contact may occur voluntarily or may be ordered by the courts. As well as the London boroughs, we work in partnership with CAFCASS (Children and Family Court Advisory Support Service) and family solicitors (private law). When a court order is in place, our service will HOPE Superjobs Child Contact Centre is a place where children may enjoy contact with non-resident parents and other family members, as agreed by the courts.

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OUR CONTACT ROOMS ARE LIGHT, BRIGHT, SPACIOUS AND COLOURFULLY PAINTED WITH CHARACTERS AND SCENES TO STIMULATE CHILDREN. CLIENTS MAY CHOOSE FROM A RANGE OF ROOMS, DEPENDING ON AVAILABILITY.

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CONTACT CENTRE SERVICES

Quality assurance Since HOPE Contact Centre was established, we have been successfully inspected and maintained our accreditation by National Association of Child Contact Centres (NACCC). Our most recent inspection was in March 2019. The National Association of Child Contact Centres (NACCC) 1 Heritage Mews High Pavement Nottingham NG1 1HN Tel: 0845 4500 280 Email: contact@naccc.org.uk Website: www.naccc.org.uk

Visiting our contact centres We encourage and welcome visits by parents and children to the contact centre, before a contact care plan is put in place, as part of the referral and risk assessment process.

Find out more To find out more about our Contact Supervision service and our opening hours, please go to ‘Contact Us’ on the back page of this handbook.

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Contact Supervision Contact supervision means that a trained worker will supervise/observe the time spent by a child or children with a non-resident parent or parents and other family members. Supervision is impartial, meaning that workers are there to observe and record contact and not to take sides or be drawn into any family disputes. Families and individuals using supervised contact will be treated with courtesy and respect. The safety and wellbeing of any child or children involved in supervised contact are our most important focus. Supported Contact We also offer supported contact. Supported contact is where a child or children come to the Contact Centre for hand over to a non-resident parent or parents. The contact may take place at our Contact Centre or at an external venue. Supported contact is not observed, supervised or recorded by HOPE meaning it does not involve close monitoring of the interactions between parent/parents and child/children. We encourage parents/families to visit our Contact Centre and meet with the manager and team, in order to make an informed decision about using our Centre. We work in partnership with parents; offering advice and guidance where appropriate. We encourage parents/ guardians/carers to prepare their child/children for contact, to minimise any challenging or disruptive behaviour and reluctance on their part.

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Our Content Centre relies on our clients and users following and keeping to our policies, procedures and rules. The Centre rules are provided to prospective and current users.

All our workers (staff team, supervisors, trainees and volunteers) complete an induction programme with mandatory training. Our workers are supported to gain formal qualifications in care at NVQ levels 2-4. Supervisors receive ongoing training, professional development, and are appraised regularly to ensure that their capabilities and skills will allow them to provide the highest standard of supervision and support to our service users. Our induction programme includes Health & Safety, Manual Handling, Child Protection, Child Development, Parental Child Attachment, and Conflict Management. We encourage and support our staff to gain formal qualifications in care at NVQ levels. Where new staff have not yet gained specific 2-4 care qualifications, they shadow experienced staff. We aim for all staff to complete the relevant training within 12 months of employment by HOPE. Supervisors receive ongoing training, professional development and are reviewed regularly to ensure that they provide the highest standard of supervision and support to our service users.

1. ALL VISITS TO OUR CENTRES ARE SUPERVISED BY A TRAINED MEMBER OF SERVICE WORKERS. 2. OUR CONTACT ROOMS ARE CLEAN, BRIGHT AND AIRY; THEY HAVE A RANGE OF AGE APPROPRIATE TOYS AND ACTIVITIES FOR THE USE OF CHILDREN, PARENTS AND FAMILY MEMBERS. 3. OUR SUPERVISORS ARE IMPARTIAL; THEIR FOCUS IS ALWAYS ON THE CHILD OR CHILDREN. 4. IN CERTAIN CIRCUMSTANCES, WHERE PARENTS MAY NOT BE COMFORTABLE MEETING FACETO-FACE, AN AGENCY WORKER (PROVIDED BY THE BOROUGH) WILL ALSO BE PRESENT DURING CONTACT. WE HAVE 2 EXITS AT OUR PREMISES. 5. DURING CONTACT SESSIONS, THE SUPERVISOR AND/OR THE AGENCY WORKER WILL MAKE NOTES. REPORTS ARE PRODUCED FOR EACH CONTACT SESSION – BASED ON NOTES TAKEN: THESE REPORTS ARE PROVIDED TO THE BOROUGH AND MAY BE REQUESTED BY THE COURTS AS PART OF A COURT ORDER. 6. OUR CENTRES ARE GOVERNED BY A SET OF RULES AND GUIDELINES WHICH THOSE WHO USE THEM MUST AGREE TO ABIDE BY.

THESE RULES ARE SET OUT IN OUR ‘HOPE SUPERJOBS: FAMILY CONTACT CENTR’ BROCHURE.

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Semi-Independent

Living & Support

HOPE is able to support semi-independent living, in partnership with our sister company Golden Care Estates. Semi-independent living falls within our Adults’ Service provision. Our semi-independent living service provides individuals or small groups with accommodation so that they may begin to establish and experience a homely setting which they can call their own. Individuals (service users) receive targeted support and close supervision, according to the agreement (care plan) drawn up with social services. The provision ensures that service users remain engaged with society whilst not becoming overwhelmed by their new settings. Our supported semi-independent accommodation offers 24-hour supervision and observation.

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A small group project will comprise no more than 4 service users and include onsite staff whose responsibility it is to manage risk, monitor and report service users’ activities, anticipate potential conflict situations, resolve conflict, and report incidents. Supported semi-independent accommodation is suitable for those who require and respond well to structured living provision and strict boundaries. Accommodation is fully furnished and dressed, with utilities up and running. Each service user benefits from their own bedroom. All projects are linked to HOPE’s (and the commissioning authority’s) emergency outof-hours call team. The Adults’ Service Manager is part of the on-call service.

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SEMI-INDEPENDENT LIVING & SUPPORT

Our aim To enable and empower young people – in the main – to make a successful transition from care to living independently in the community.

Our objectives To assist with and support young care leavers, to develop their human capital and skills for life. We aim to help individuals – service users – live independently and to offer support in areas that will minimise or avoid occupancy problems. Accommodation is provided furnished and dressed, in partnership with Golden Care Estates (GCE) our sister company. We are able to provide support on a 24hour basis, if required.

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How it works • THE SERVICE USER IS REFERRED TO HOPE VIA SOCIAL SERVICES/THE LOCAL AUTHORITY. • HOPE REQUIRES: BACKGROUND INFORMATION ON THE SERVICE USER, A PATHWAY PLAN, RISK ASSESSMENT AND UP TO DATE PROFILE, IN ORDER TO ASSESS RISKS AND TO PROVIDE A COMPLETE PERSON-CENTRED AND SAFE SUPPORT PACKAGE. • THE SERVICE USER’S SUPPORT PACKAGE – THE CARE PLAN – IS AGREED BY THE SERVICE USER, RELEVANT AUTHORITIES AND OTHER IMPORTANT ADULTS CONNECTED TO THE SERVICE USER. THE CARE PLAN IS SIGNED BY ALL PARTIES. • THE SERVICE USER IS PLACED WITHIN OUR SUPPORTED SEMI-INDEPENDENT ACCOMMODATION PROJECT.

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OUR COVENTRY ACCOMMODATION.

Each person in semi-independent accommodation is assigned a key worker (support worker) whose duties will be outlined in the care plan/contract. The fundamental role, however, of the key worker is to provide one-to-one support to the service user; help with developing and maintaining life skills and social capital. Areas of support may include: • • • • •

HELP CLAIMING BENEFITS COLLEGE REGISTRATION BUDGETING AND PAYING BILLS DEALING WITH CORRESPONDENCE SOCIAL INTERACTION; INVOLVEMENT IN THE COMMUNITY

• A CCESSING SERVICES • A SSISTANCE WITH PERSONAL CARE • ADMINISTRATION OF MEDICATION (IF APPLICABLE) • ASSISTANCE WITH MEAL PREPARATION

As a tenant, the service user is responsible their possessions. They may want to discuss home security and insurance with their key/support worker. Key/support workers are normally allowed to hold keys for semi-independent accommodation, although there may be exceptions to this. HOPE management will hold a spare set of keys, in case of emergency or loss. Key/support workers have an overall supervisor who reports to the Adults’ Service Manager. They submit daily reports/comment sheets to the Adults’ Service Manager: These reports are then sent to the relevant authority. Semi-independent residents have weekly house meetings to discuss all issues relating to their general welfare. Participating in the house meetings will be: the Adults’ Service Manager; representatives from the local authority; the young person/people; and the key/support workers. FIND OUT MORE TO FIND OUT MORE ABOUT OUR SUPPORTED SEMI-INDEPENDENT ACCOMMODATION, PLEASE GO TO ‘CONTACT US’ ON THE BACK PAGE OF THIS HANDBOOK.

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HOUSE RULES LIVING IN SEMI-INDEPENDENT, SHARED ACCOMMODATION REQUIRES STRICT ADHERENCE TO RULES AND REGULATIONS, SO THAT EACH YOUNG PERSON MAY ENJOY THEIR RIGHTS AND PRIVILEGES. WE ASK THAT SERVICE USERS FOLLOW THE RULES DURING THEIR STAY IN THE HOUSE.

RESIDENTS MUST COMPLY WITH THE HOUSE-KEEPING STANDARDS. PERIODIC INSPECTIONS OF PROPERTY WILL TAKE PLACE TO ENSURE ACCEPTABLE STANDARDS ARE MAINTAINED. A COPY OF THE RULES WILL BE PROVIDED TO EACH PERSON IN OUR SUPPORTED SEMI-INDEPENDENT ACCOMMODATION, AND WE WILL ASK EACH PERSON TO SIGN TO ACKNOWLEDGE RECEIPT OF THE RULES.

Visitors & Guests 1. 2. 3. 4.

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ALL RESIDENTS MUST BE INDOORS BY 9.00 PM, UNLESS THEY ARE 18 OR OVER. ALL GUESTS AND VISITORS MUST SIGN IN AND OUT USING THE VISITORS’ BOOK PROVIDED, AND GIVE REASONS FOR THEIR VISITS. ALL GUESTS AND FAMILY MEMBERS ARE REQUIRED TO LEAVE THE PREMISES BY 11.00 PM. QUIET HOURS ARE OBSERVED FROM 11.00 PM TO 7.00 AM. TELEVISIONS, RADIOS AND OTHER SOUND EQUIPMENT MUST BE KEPT TO A MINIMUM WITH REGARD TO HOUSEMATES AND NEIGHBOURS. LOUD MUSIC/NOISE IS NOT PERMITTED; RESIDENTS SHOULD USE EARPHONES DURING THE QUIET HOURS.

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Cleaning & Tidying 1. 2. 3. 4. 5. 6.

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COMMON AREAS, SUCH AS HALLWAYS, STAIRS, KITCHEN, BATHROOM AND LOUNGE/SITTING ROOM, MUST BE KEPT CLEAN AT ALL TIMES. WASH AND PUT AWAY DISHES AND ALL COOKING UTENSILS AFTER USE, ON A DAILY BASIS. CLEAN THE STOVE/COOKER THOROUGHLY BOTH INSIDE AND OUTSIDE TO REMOVE TRACES OF FOOD AND MAINTAIN HYGIENE. CLEAN THE REFRIGERATOR INSIDE AND OUTSIDE, REMOVING ALL SPILLAGES FROM SHELVES AND DOOR TRAYS. MOP THE KITCHEN FLOOR TO AVOID ANY ACCIDENTS AND TO MAINTAIN HYGIENE. PUT ALL RUBBISH IN BIN BAGS: BIN BAGS MUST BE PUT OUTSIDE THE FRONT OF THE HOUSE IN THE REFUSE BIN(S) PROVIDED BY THE BOROUGH – IN TIME FOR REFUSE COLLECTION. RESIDENTS SHOULD TAKE THIS IN TURN. CLEAN THE BATHROOM THOROUGHLY TO REMOVE PERSONAL DEBRIS, AFTER USE; FLOOR, BASIN, TOILET AREA SHOULD BE DISINFECTED. OPEN THE WINDOWS IN THE BATHROOM AND KITCHEN, WHILST IN USE, TO LEAVE THE ROOMS VENTILATED AND TO PREVENT MOULD, CONDENSATION AND UNPLEASANT SMELLS.

Care & Respect 1. 2.

3. 4.

5. 6. 7. 8.

SMOKING IS NOT PERMITTED IN THE HOUSE OR OUTSIDE BY OPEN WINDOWS. THIS RULE APPLIES ALSO TO FAMILY MEMBERS, GUESTS AND VISITORS. ILLEGAL DRUG USE IS PROHIBITED. THIS RULE APPLIES ALSO TO FAMILY MEMBERS, GUESTS AND VISITORS. USE OF ILLEGAL DRUGS IS AN OFFENCE AND WILL BE CONSIDERED A VIOLATION OF THE AGREEMENT SIGNED BY THE RESIDENT. FIGHTING AND ACTION OR BEHAVIOUR LIKELY TO CAUSE HARM ARE NOT ALLOWED AND WILL NOT BE TOLERATED. RESPECT YOURSELF AND OTHER RESIDENTS AND TAKE RESPONSIBILITY FOR YOURSELF AND YOUR PROPERTY. DO NOT INFRINGE ON OTHER PEOPLE’S PRIVACY OR INTERFERE WITH THEIR PERSONAL PROPERTY (OR THAT OF THEIR FAMILY MEMBERS, GUESTS AND VISITORS). REPORT IMMEDIATELY TO HOPE MANAGEMENT ANY AND ALL DAMAGE TO PROPERTY CONTENTS, FIXTURES AND FITTINGS. RESIDENTS MUST SIGN THE KEY BOOK BEFORE RECEIVING KEYS. RESIDENTS MAY BE LIABLE FOR THE COST OF KEY REPLACEMENTS SHOULD KEYS BE LOST PERSISTENTLY. RESIDENTS ARE NOT PERMITTED TO CHANGE ANY LOCK OR INSTALL ADDITIONAL LOCKS WITHOUT THE PERMISSION OF HOPE MANAGEMENT.

Thank you for your co-operation. INFO@HOPESUPERJOBS.CO.UK HOPESUPERJOBS.CO.UK

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SAFE ESCORT AND TRANSPORT

We offer and provide high quality safe escort and transport for both adults and children with special needs and disabilities. Our support workers provide care and supervision of children travelling in local authority vehicles, when transferring from home to school and from school to home (or other agreed place). Safe transport is provided in the private vehicles of our qualified and experienced support workers.

Find out more To find out more about our safe escort services please go to ‘Contact Us’ at the back page of this document.

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Safe transport may be borough-commissioned or requested privately by the family of the service user. Our provision includes medical escorts, and our support workers are experienced and trained to meet the needs of a range of service users: those on the autism spectrum; those who display challenging behaviour; and those who require medical assistance. Our support workers have completed DBS checks, been trained in child protection and in the safeguarding of children and vulnerable adults, and completed training relevant to the service they provide to users. In addition to this, HOPE encourages support workers to maintain their professional development with on-going training.

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Safe escort is commissioned by the local authority/borough Transport Depot.

Car seats must be provided, age and height dependent, either by the vehicle owner/ driver or the parent/family of the service user. HOPE will do all it can to accommodate late/ last minute requests for escort or transport. Support workers providing transport must have a full and clean driving licence and their vehicles must be fully insured and appropriately equipped. Two support workers are required for the transport of a service user: one to drive the vehicle and one to provide hands-on support.

Support workers providing escort and transport complete HOPE time sheets which must be signed by one of: HOPE line manager (Adults’ or Children’s Service); and the borough’s/council’s transport officer or relevant person in that department. On occasion the Depot may need to cancel an escort or transport and will inform HOPE. HOPE will inform the support worker in good time to prevent unnecessary travel. Should a support worker be unable to attend an escort or transport, they must notify HOPE in very good time so that alternative arrangements may be made.

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S L A I N O M I T S E T T CLIEN

“Thank you for your prompt caring and understanding service. Also you kindly provided carer S for my husband. S’s service as a carer has throughout been understanding, outstanding as an intelligent, quick learner. He has been kind towards my husband like a family member.”

“Just a quick note to say that myself and my brother and sister are so happy with the continuing excellent level of care that is being provided to mum by your carers. They care for mum with love, patience and kindness and respect her dignity at all times. Sustaining mum’s longevity, comfort and wellbeing has only been achieved by her having the level of care that she has and we cannot say thank you enough for this.”

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“We are happy and pleased with the care and service we receive from the Hope care agency. The carers treat Mrs A with respect and dignity. They visit her on time and whenever extra time is needed, the carer is happy to accommodate this. We have no concerns at this time.”

“Thank you for the service you provide for my husband J, we are so happy with F who is a polite and punctual carer. And more importantly always happy which in turn has a huge effect on my husband. They have both bonded so well and now have a great rapport. F and other carers that care for my husband are always such a delight to have and be around.”

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“A little note of thanks for all the hard work you and your team put in to maintaining our care package, and really appreciated last minute efforts and changes that were unforeseen, and even care co-ordinators dropping gloves in on emergency out of hours. Not to mention the effort you put in finding suitable carers that meet our needs, I appreciate this isn’t always easy either.”

“I just wanted to thank HOPE Superjobs as an organisation who has been supporting my daughter with care support on daily basis. We are happy with the carer’s service who are flexible as per our requirements and understand their job roles.”

“I write regarding my brother who is disabled and has learning difficulties and wish to thank H.O.P.E. for the care package that has been put together regarding his personal care he receives, and the attention to the smallest of details that his carers give him to make his quality of life much better”

“The service we are receiving for our son is excellent. We are happy with the service. We have got very kind carers helping for my son.”

COMPLAINTS PROCEDURE WE AIM TO PROVIDE THE HIGHEST QUALITY SERVICE TO OUR CLIENTS/SERVICE USERS. IN THE EVENT THAT THIS IS NOT THE CASE, WE WILL INVESTIGATE ALL MATTERS, BASED ON OUR COMPLIMENTS, CONCERNS AND COMPLAINTS. THE POLICY IS AVAILABLE TO CLIENTS/SERVICE USERS AND IS DISPLAYED IN OUR OFFICE. THE PROCEDURE INCLUDES THE CLIENT’S/SERVICE USER’S RIGHT TO DISCUSS THEIR COMPLAINT WITH THE NACCC AND THE CQC. ALL COMPLAINTS ARE MONITORED BY OUR REGISTERED MANAGER. WE USE THIS INFORMATION AS PART OF OUR REVIEW AND TO IMPROVE OUR SERVICE. CLIENTS/SERVICE USERS MAY ALSO CONTACT THE LOCAL GOVERNMENT OMBUDSMAN AT: P O BOX 4771, COVENTRY CV4 0EH. TEL:  0300 061 0614. 

Email: advice@lgo.org.uk.  Website:  www.lgo.org.uk.

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HOW TO CONTACT US For more information on the services we provide, to arrange a visit, or to discuss a referral, please contact us at our head office. OFFICE LOCATIONS CROYDON BRANCH Suite 18, Serviced Offices AMP House, Dingwall Road Croydon, CR0 7AJ

HEAD OFFICE 3rd Floor Broadway Chambers 1 Cranbrook Road, Ilford, IG1 4DU. T: +44 (0)208 553 0827 F: +44 (0)208 478 0469 M: 07984653125 E: info@hopesuperjobs.co.uk Mon - Fri 9.00 am to 6.00 pm

T: +44 (0)208 553 0827 F: +44 (0)208 478 0469 E: info@hopesuperjobs.co.uk Mon - Fri 9.00 am to 6.00 pm

ADULTS’ SERVICE

CHILDREN’S CONTACT CENTRE 3rd Floor, Broadway Chambers 1 Cranbrook Road Ilford, IG1 4DU

We may be contacted from 7.30 am to 10.00 pm 365 days a year.

T: +44 (0)208 478 1104 T: 0333 121 0827 WE ARE OPEN SEVEN DAYS A WEEK, FROM 9.00 AM TO 6.00 PM, 365 DAYS A YEAR. OUTSIDE THESE HOURS, SPECIAL ARRANGEMENTS MAY BE MADE FOR CONTACT SESSIONS TO BE HELD.

T: +44 (0)208 553 0827 Emergency Number M: +44 (0)7908 664922

WE CURRENTLY PROVIDE SERVICES FOR THE FOLLOWING BOROUGHS:

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