BADSUF - PowerPoint PPT Presentation

Title: BADSUF


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BADSUF
Supporting Service Users through treatment
journeys for 11 years
Advocacy Training Part 1
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Advocacy Training Part 1 Intro

• Meet the Team
• Frank Bond. (BADSUF Manager).
• Ben Mason. (BADSUF Advocate).
• Housekeeping.
• Fire, Smoking, Toilets, Substances.
• About this course
• Designed to be an introduction to advocacy.
• Part 2 course is more in-depth / advanced.
• Scheduled to finish at 16.00.
• Break for lunch! (Refreshments provided).
• Please ask questions at end.

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Course content

• Who are BADSUF?
• What is advocacy?
• Advocacy ethos.
• Preparing to run an advocacy service. (Are you
  ready to run an effective service)?
• What skills does the Advocate need and why?
• Recruiting an advocate.
• Monitoring / improving your service.
• The advocacy pathway! (The basics of managing a
  typical advocacy case).

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Advocacy Training Part 1 Intro

• Meet the delegates!
• Icebreaker exercise.
• What would you like to learn today?

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BADSUF
Who are BADSUF?
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Who are BADSUF?

• Registered Charity.
• Established by Service Users.
• Nearly 12 years Old.
• Independent.
• Management and Committee led.
• All Members have a voice (600)!

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What does BADSUF do?

• Present Service User views to
• Treatment Management Committees.
• Safer Stronger Communities Partnership.
• Bournemouth Drug Alcohol Action Team.
• Treatment Steering groups.
• Joint Commissioning Group.
• South West User Forum
• And many, many More...

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BADSUF offer...

• Office open Tues and Thurs 09.30 17.00
• Helpline. 01202 535 748 (answer phone)
• Annual Newsletter.
• Annual Open Day!
• Community Support.
• Advocacy Service.
• Service User Involvement and Representation.
• Web site / Message Boards. Http//www.BADSUF.com

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BADSUF
What Is Advocacy?
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What Is Advocacy?

• The Advocate
• Someone who pleads the case of another.
• Types of Advocacy
• Citizen Advocacy
• Self Advocacy
• Peer Advocacy
• Legal Advocacy
• Class or group Advocacy
• Professional Advocacy

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Advocacy?

• Types of Advocacy
• Citizen Advocacy.
• Providing voluntary help for fellow citizens.
• (Practical, Pastoral and Emotional)
• For those who are excluded, or at a disadvantage.
• Almost exclusively voluntary.

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Advocacy?

• Types of Advocacy
• Self Advocacy.
• Someone who acts on their own behalf.
• Relies on support to achieve the best results.

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Advocacy?

• Types of Advocacy
• Peer Advocacy.
• One person acting on behalf of another.
• With personal experience the circumstances of the
  client.
• Can be that they too have experienced treatment
  for example.
• Could also be based in wider knowledge or
  experience of working in the sector.

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Advocacy?

• Types of Advocacy
• Legal Advocacy.
• Specialist advocacy relating to law.
• (Encompassing a wide range of skills and
  training).

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Advocacy?

• Types of Advocacy
• Collective or Class Advocacy.
• Groups of people with collective issues.
• Sometimes form societies or charities.

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Advocacy?

• Types of Advocacy
• Professional Advocacy. (BADSUF).
• Also known as Formal Advocacy.
• Paid advocates provide advocacy.
• Advocates are specially trained to provide
  advocacy in a specific setting.
• Can be assisted by volunteer helpers.

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What Is Advocacy?

• The Advocate
• Someone who pleads the case of another.
• Why?
• Empowerment
• Support
• Partnership

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Empowerment

• Including / involving Service Users in decision
  making processes.
• Enabling Service Users to make suggestions for
  improvement of existing services.
• Demonstrating to Service Users effective /
  practical ways to resolve disputes.

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Support

• Giving people the tools and opportunity to
  represent themselves.
• Providing a trained advocate to represent a
  Service User where appropriate.
• Building a wide community support network for
  referrals, promoting choice.

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Partnership working

• Building effective Service User / Advocate
  partnership. (Rapport)
• Partnerships are designed to be Short Term and
  end when the issues are resolved.
• Liaising with other helpful agencies for extra
  support.

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What Is Advocacy?

• The Advocate
• Someone who pleads the case of another.
• Why?
• Empowerment
• Support
• Partnership
• How?
• Principles

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Principles

• Independence form Purchasers and Providers of
  Drug and Alcohol Services. (Conflict of
  interest)?
• Honesty, sensitivity, and discretion.
• Consent and confidentiality.

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What is NOT advocacy?

• NEVER.
• Prevent the Service User from embarking on Self
  Advocacy.
• Present views that are not those of the Service
  User.
• Impress your own views upon Service Users.
• Distort the facts to suit your Service User.
• SHOUT at anyone!
• Start lobbying or campaigning.

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BADSUF
Break Time
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BADSUF
Advocacy Ethos
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Advocacy Ethos

• A good advocate underpins their work with the
  following principles
• Confidentiality / Data Protection Act. 1998

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Confidentiality

• Keep your confidentiality matters in check.
• Always seek consent before acting.
• Written or verbal?
• Explain confidentiality limitations before
  interviewing clients.
• Need help? Disguise information.
• Apply the CALDICOTT principles

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CALDICOTT principles

• Clinical Governance.
• All information provided in confidence should be
  protected.
• Awareness.
• All staff should be aware of confidentiality
  matters and their importance.
• Litigation.
• Organisations and individuals can be sued for
  serious breaches.
• Disciplinary.
• Any breaches are taken seriously by the
  organisation and the NHS.
• Information to patients.
• Clients must be informed that some information
  will be shared outside the agency.
• Confidentiality.
• Everyone working in the organisation and NHS has
  a legal duty to keep information relating to
  patients confidential.
• Organisation.
• Everyone in the organisation and working for the
  NHS has the legal duty to keep information about
  clients confidential.
• Telephones / Faxes / E-mail.
• Beware that any identifiable information sent
  over these methods is still a breach.
• Transfer of information.
• Any transfer of client identifiable information
  should be carried out in accordance with the
  CALDICOTT principles.

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The Data Protection Act 1998

• To protect flow of data
• Process data fairly and lawfully.
• Data must be for specific purposes.
• Adequate / Relevant for purpose.
• Data must be accurate and up to date.
• Time limited.
• Used in agreement with Data subject.
• Protect the data!
• Not transferred outside EU.
• Register for Data Protection. (35.00 aprox)
• Identify data controllers.

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Confidentiality Continued...

• You must have these documents BEFORE you think
  about setting up an advocacy service.
• You will need a confidentiality policy.
• You will also need a consent form.

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Advocacy Ethos

• A good advocate underpins their work with the
  following principles
• Confidentiality / Data Protection Act. 1998
• Commitment.

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Commitment

• Ensure your service doesnt lose credibility
• Dress appropriately.
• Arrive 10 mins early for everything.
• Manage your diary.
• Do not over-stretch yourself.
• Keep accurate case notes.
• Work is work Home is home

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Advocacy Ethos

• A good advocate underpins their work with the
  following principles
• Confidentiality / Data Protection Act. 1998
• Commitment.
• Always build relationships.

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Network / Build relationships

• Think long term with providers
• Even before your first case, Network!
• Meetings, leaflets and presentations can explain
  your role.
• Sell your service to the providers.
• Win, loose or draw - Always thank providers for
  their time.

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Advocacy Ethos

• A good advocate underpins their work with the
  following principles
• Confidentiality / Data Protection Act. 1998
• Commitment.
• Always build relationships.
• Manage clients expectations.

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Manage client's expectations

• Help clients understand your role and its
  limitations.
• Find out what it is your client actually wants.
• Is it realistic?
• Can you present alternatives?
• Can you clearly explain why their expectations
  are not being met.
• Remember,
• You cannot change the world!

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Advocacy Ethos

• How to manage your relationships
• How do you relate to your client.

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Advocacy Ethos

• How does the advocate relate to their client?
• Trust and confidence in ability.
• Consistency and reliability.
• Rapport building but not friendship.
• Remain objective and Neutral.
• Relate to key skills and training.
• Stick to the advocacy procedures and protocols.
• Rely on support network if necessary.
• Define your boundaries.

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Advocacy Ethos

• How to manage your relationships
• How do you relate to your client.
• How do you relate to your problem agency?

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Advocacy Ethos 2

• How does the advocate interact with the problem
  agency?
• Always seek to build relationships.
• Consent forms.
• Always present the facts as your client states
  them to be / remain neutral.
• Be prepared to mediate / be flexible.
• Seek formal responses to formal requests for
  information.

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BADSUF
Lunch
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BADSUF
Preparing to run an advocacy service
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What should your service look like?

• A basic Advocacy setup needs to be
• Accessible.
• Integrated to work along side your forum.
• Inclusive / Participative.
• Effective in the community.
• Well respected by providers and purchasers.
• Informative.
• Well networked.
• Well administrated / managed

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Is now the right time?

• Before we start advocacy
• Is our forum stable.
• Is our forum well managed.
• Is our forum well networked.
• Is our forum well respected.
• Does our forum have the right facilities.
• Can we afford the service.
• Is there a need for the service.
• What about Carers and Families?
• Do we need a C S W?

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Other considerations

• What else do we need
• Policies and procedures for your forum. (Staff
  handbook)
• Funding. (Funding for Projects).
• Training.
• A specific Advocacy policy.
• Premises.
• Access to providers policies etc
• Monitoring system.
• Case management system.
• Advertising / PR / Template documents.
• What about CRB checks and risk assessments?
• AN ADVOCATE!

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BADSUF
Advocacy Skills
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Advocates skills

• A balance of skills are required!
• The main ones are?
• Strong personality / Energy.
• Patience / Perseverance.
• Quick thinking.
• Public speaking skills.
• Excellent oral and written skills.
• Interviewing skills.
• Negotiation skills.
• Research / analytical skills.
• Empathy (Not Sympathy).
• Non-Judgemental / impartial.
• Commitment to empowering others.
• Experience / Knowledge of treatment services.

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BADSUF
Recruiting Your Advocate
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Recruiting an advocate

• Before you even start you need
• Job description. Example.
• A typical employment process
• Open advert published requesting applications
• CVs covering letters?
• Standard application form? Example.
• Testing or case studies? Example.
• After closing date, shortlist
• Using points model against Job specification?
• Must be fair.

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Recruiting an advocate

• Then
• Invite to interview
• Suitable location.
• Q and A session with panel of 3 5. (SU rep).
• Advocacy exercise (Short).
• Points score against standard criterion.
• Select 2 successful candidates.
• Inform 1 of success and confirm appointment. CRB
  check NOW.
• Put 2 on standby. (Reject once 1 accepted).

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Recruiting an advocate

• What capacity?
• Volunteer.
• Paid employee or worker.
• What process?
• Fair and equal process.
• Points system (Against criterion).
• Which criterion?
• What would YOU look for???

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Selection criterion

• Qualifications.
• Skills.
• Knowledge / Experience.
• Enthusiasm.
• Personality.
• Confidence.
• Overall impression of application.
• Use them to build a Person Specification.
  Example

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Recruiting an advocate

• What capacity?
• Volunteer.
• Paid employee or worker.
• What process?
• Fair and equal process.
• Points system (Against criterion).
• Which criterion?
• Who to hire?
• Who should you appeal to / Look for?

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Example applicants

• Boris Dogooder.
• Enthusiastic.
• Caring.
• Supportive.
• Some knowledge of treatment based on family
  experience.

• Christina community.
• Trained CSW for learning disabilities.
• No experience of treatment.
• Supportive / encouraging.
• Boundary orientated.
• Friendly.

• Adam Advocate.
• Professionally trained. (Law).
• No experience of treatment.
• Does things by the book.
• Professional approach.
• Good skills base.

• Suzie Service-User.
• Former Social Services.
• Good personal experience.
• Friendly and supportive.
• Passionate about SU views.

Think about Pros and cons of employing this
person (Skills, training, wages etc)
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BADSUF recruiting for 2007

• Skills assessment.
• Type of Applicant / Campaign.
• Gap year student.
• Good skills base.
• Quick learning.
• Support and links with local university.
• Cost effective.
• Good learning experience for the applicant.
• Specific requirements
• Special advert campaign.
• Working in partnership with university.
• Bespoke contract for short service.
• Amended training needs.

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Recruiting an advocate

• Ok you have an Advocate now what?
• Training / induction to organisation / Define
  roles.
• Bedding in process.
• Trial period 3 6 months.
• Encourage work with other staff members.
• Encourage participation in meetings.
• Get them started on PR and prep work.
• Set realistic goals for short, medium and long
  term.
• Supervise and assist through first few cases.
• Offer ongoing support.
• Offer ongoing training opportunities.

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BADSUF
Break Time
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BADSUF
What will your advocate do?
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Advocate activities

• Client contact.
• Visiting Providers. (Act as CSW).
• Drop in surgery sessions.
• Meet with Clients / Providers for cases.
• Office based.
• Case management.
• Telephone helpline.
• PR / Promotional work.
• Other things.
• Attending meetings for your forum.
• Help with strategic development.

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BADSUF
Advocacy Case Progression
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Case Progression

• Initial contact with client

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Case Progression

• Initial contact with client
• Phone line / e-mail
• Provider Visit
• Advocacy Surgery
• CSW referral
• Open Day
• Gather initial information about the matter
• Get oral consent to make informal enquiries
• Send out general info
• Sign Consent form
• Update case management system

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Case Progression

• Initial contact with client
• Meeting with client

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Case Progression

• Meeting with client.
• Neutral location. Provider / Library etc
• Clearly explain role, consent and boundaries
• Sign consent form (if not already done)
• Interview to get full facts
• Explore options and define objectives / plan
• Make any generic informal enquiries
• Signpost if necessary, making introductions
• Make sure you can find your client again!
• Update case management system

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Case Progression

• Initial contact with client
• Meeting with client
• Initial meeting with other party

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Case Progression

• Initial contact with other party
• Not always appropriate (Judgment)
• Phone / In person?
• With your client or alone?
• Impartial / neutral
• Get the other side of the story
• Mediate a solution if appropriate
• Standard complaints / grievance procedures?
• Inform both parties of next steps
• Report back to client

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Case Progression

• Initial contact with client
• Meeting with client
• Initial meeting with other party
• Draft any letters for clients approval

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Case Progression

• Draft any letters for your clients approval
• RESEARCH!
• Never hand write (word process)
• Do NOT use funny fonts!
• Use headed paper / Sign off correctly
• Layout clearly, (Date and Reference)
• Explain why YOU are writing
• Keep it neutral (these are your clients views)
• Get to the point!
• Client always reads and approves contents
• Define what it is you want and when
• Update case progression system

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Case Progression

• Initial contact with client
• Meeting with client
• Initial meeting with other party
• Draft any letters for clients approval
• Letter sent to other party

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Case Progression

• Letter sent to other party.
• Always keep a copy
• Enclose a copy of consent form
• Hand delivery is fine, 2nd class?
• Make a note in diary 1 week later to follow up
• Update case progression system

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Case Progression

• Initial contact with client
• Meeting with client
• Initial meeting with other party
• Draft any letters for clients approval
• Letter sent to other party
• Await response and follow up

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Case Progression

• Await response and follow up
• No call or acknowledgement within 1 week follow
  up!
• Response call
• Take good notes.
• Be clear about your issues.
• Ask for a formal written response PLEASE.
• Response letter
• Read thoroughly
• Highlight important bits
• Confirm receipt with other side

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Case Progression

• Initial contact with client
• Meeting with client
• Initial meeting with other party
• Draft any letters for clients approval
• Letter sent to other party
• Await response and follow up
• Inform client of outcome and appeal options

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Case Progression

• Inform client of outcome and appeals
• Let your client know the outcome
• Send a copy of all letters (read them)
• Explain contents
• Explain what happens next
• Successful appeal No further action
• Part success / No success Consider appeals

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Case Progression

• Initial contact with client
• Meeting with client
• Initial meeting with other party
• Draft any letters for clients approval
• Letter sent to other party
• Await response and follow up
• Inform client of outcome and appeal options
• Close the case and monitor feedback

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Case Progression

• Close case and monitor feedback
• If appealing then continue with the standard
  complaints or grievance procedure.
• If not then close the case formally by writing to
  the client.
• Gather clients feedback.
• Update and close case management system.
• Keep files for 6 years, then destroy.

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Case Progression

• Initial contact with client
• Meeting with client
• Initial meeting with other party
• Draft any letters for clients approval
• Letter sent to other party
• Await response and follow up
• Inform client of outcome and appeal options
• Close the case and monitor feedback
• Learn from any positive / Negative experiences

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Case Progression

• Learn from Positive / Negative experiences.
• More cases More experience.
• Learn from mistakes.
• Adopt good methods as best practice.
• Take notes / update advocacy training.
• Share your experience with others generically.

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BADSUF
Montioring Your Advocacy Service
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Monitoring your service

• Case management systems
• Capable of breaking down figures.
• Capable of reporting stats without names etc
• What are you looking for?
• Are referral figures up or down?
• Any unusual stats to report to DAAT?
• How many files open at any one time?
• Is feedback good or bad?
• What can you do?
• More training.
• Better PR / Marketing.
• Better client contact and visits.
• Work with providers to spread the word.

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BADSUF
Advocacy Workshop
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BADSUF
Review / Monitoring / Presentation