Caroline Carr explains how independence from the county council enabled her service to be more creative and efficient.
Caroline Carr
Here at Sensing Change, one of seven social work practices taking part in a Department of Health pilot scheme, we are trying to do things differently to improve the service for both customers and staff.
Previously part of Suffolk county council, we are a specialist team delivering social work, rehabilitation and support to people with sight and hearing loss. In a climate of change and restructure within Suffolk, we became a social enterprise, which offered an opportunity to control our own destiny, preserve our service and help shape the future direction of social care.
So what do we do now that we couldn't do before? The board of directors are all employees and we have complete autonomy for strategic and operational management, as well as finance. Taking referrals directly - rather than customers going through a central call centre - has made us more accessible.
We have designed our own assessment and outcome framework that concentrates on the impact that sight and hearing loss can have on a person's independence. Bringing in specialist training from the local university and other partners has resulted in staff becoming multi-skilled, leading to less reliance on particular people for certain tasks.
We have reorganised to ensure the customer's journey through the service is smoother and quicker, starting with an efficient duty system that prioritises more effectively. It has always made good sense to concentrate on prevention and early intervention, but this has now become a key focus.
In September 2012, we established a resource centre in north Suffolk. Based in the community, this fully accessible centre provides direct access to information, advice and guidance from professionals, as well as workshops such as independent living skills, helpful technology and carers groups.
Establishing customer groups has enabled us to consult the people we provide services for. One group is now co-ordinated by a teacher who lost her sight suddenly as a result of a brain haemorrhage. With intensive support from our rehabilitation team, she is now able to navigate independently and has been confident enough to establish a goal ball team.
Working in partnership with the charity Guide Dogs, we have established the My Guide Scheme, using volunteers to enable people with sight loss to access social activities. Partnerships have also been established with other third sector and private organisations, as well as local GP practices.
So what advantages does being an independent social work practice give us? Certainly an opportunity to be more creative and innovative, particularly when looking at ways to cut bureaucracy and red tape. This has led to increased face to face time with our customers. Greater flexibility enables us to make quicker decisions. By multi-skilling staff , we make them feel valued and confident. Staff feel more motivated and involved, leading to a feeling of ownership of Sensing Change.
Crucial to the success of any organisation in the process of "spinning out" is strong staff support and commitment, as well as a clear understanding of vision and goals. The public-service mindset has to change, and it takes time and effort to think outside that comfort zone. Recognising skills gaps early, training, learning from other organisations and individuals, as well as knowing when you need external professional support is absolutely essential.
Doing things differently was always going to be a challenge. This has to be achieved while ensuring that we deliver our core statutory services to fulfil our contract with Suffolk county council. We still need to make efficiency savings, but we also have to try to generate income. Workloads are high, but so is the commitment by staff to raise the profile of Sensing Change, which in turn raises the profile of people with sight and hearing loss and the impact that these particular disabilities can have. One important thing that we would never change is the strong values that ensure we keep the individual central to everything we do.
Caroline Carr is managing director of Sensing Change
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