Richard manby


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Richard manby

  1. 1. Using Self-Management Tools to empower older people and carers Services for Later in Life Conference Richard Manby 13/7/11
  2. 2. Agenda <ul><ul><li> </li></ul></ul><ul><ul><li>What is a Self-Management Tool? </li></ul></ul><ul><ul><li>Benefits for Service Users </li></ul></ul><ul><ul><li>Case Study and Demonstration </li></ul></ul><ul><ul><li>Discussion </li></ul></ul>
  3. 3. What is a Self-management tool? Input general requirements  List of organisations to contact LISTINGS WEBSITE Input actual requirements  Available/priced options from equal, competing providers  Bookable in seconds SELF-MANAGEMENT TOOL Both sites offer information pages about each provider.
  4. 4. Uses of Self Management Tools <ul><li>Social Care </li></ul><ul><ul><li>Service Users needing support </li></ul></ul><ul><ul><li>Carer Breaks </li></ul></ul><ul><ul><li>Respite Beds </li></ul></ul><ul><ul><li>Interactive Community Directories </li></ul></ul><ul><li>Volunteering & Timebanking </li></ul><ul><li>Slivers-of-Time Working </li></ul><ul><li>Additional Hours platform </li></ul>
  5. 5. What Self-management Tools deliver in Social Care <ul><li>For service users </li></ul><ul><ul><li>Flexibility / control / choice / ad hoc support </li></ul></ul><ul><ul><li>Choice of cost of service </li></ul></ul><ul><ul><li>Convenience </li></ul></ul><ul><ul><li>Advocates can book on their behalf </li></ul></ul><ul><li>For providers: </li></ul><ul><ul><li>No cost to market entry </li></ul></ul><ul><ul><li>New business: ad hoc users </li></ul></ul><ul><ul><li>Underlying infrastructure </li></ul></ul><ul><li>For Councils: </li></ul><ul><ul><li>One tool serves several functions </li></ul></ul><ul><ul><li>Reporting info - comprehensive real time data </li></ul></ul><ul><ul><li>Enables those who can self manage to do so </li></ul></ul>
  6. 6. Herts CC Case Study: <ul><li>Herts CC was keen to progress the theme of Self-management </li></ul><ul><li>Received Dept. of Health funding to provide carer breaks through “Book Your Own Breaks”. </li></ul><ul><li>This enables carers to have break on their terms. Carers can: </li></ul><ul><ul><ul><li>See an immediate availability of Care Workers </li></ul></ul></ul><ul><ul><ul><li>Book the care worker in a couple of clicks </li></ul></ul></ul><ul><ul><ul><li>Ask friends or relatives to book on their behalf </li></ul></ul></ul><ul><ul><ul><li>Have an instant record of money spent </li></ul></ul></ul><ul><ul><ul><li> </li></ul></ul></ul>
  7. 7. Current Status <ul><ul><li>Launched in March 2010 for carers of adults </li></ul></ul><ul><ul><li>Already live in the majority of the County. </li></ul></ul><ul><ul><li>450+ bookings per month </li></ul></ul><ul><ul><li>252 carers using the marketplace </li></ul></ul>Book Your Own Breaks
  8. 8. Current Status <ul><ul><li>Service has expanded to: </li></ul></ul><ul><ul><ul><li>Allow parent carers to book through an approved CSF pilot </li></ul></ul></ul><ul><ul><ul><li>Enable carers who want to book volunteer sitters through Breakaway </li></ul></ul></ul><ul><ul><ul><li>Launch a respite bed marketplace </li></ul></ul></ul><ul><ul><ul><li>Underpin timebanking pilots in North Herts and Watford </li></ul></ul></ul><ul><ul><li>Featured in Community Care, LGC and White Paper on Giving </li></ul></ul>Book Your Own Breaks
  9. 9. How does it work? <ul><ul><li>1) “I would like to book a book a care support worker to look after my son this evening” </li></ul></ul><ul><ul><li>2) “I would like to book a bed for this weekend” </li></ul></ul>
  10. 10. Volunteering Your Way <ul><li>Personalised volunteering </li></ul><ul><ul><li>Fits around family/work/studying </li></ul></ul><ul><li>Organisations needing volunteeers can book in real time </li></ul><ul><li>Scaleable </li></ul><ul><li>Earn and spend credits </li></ul><ul><li>Moves away from “listing site” model </li></ul><ul><li> </li></ul>
  11. 11. Safe + simple = complex inside <ul><li>Choice/control for workers </li></ul><ul><li>Personalised availability on any given date: 30 min blocks </li></ul><ul><li>Personalisable contactability record </li></ul><ul><li>Individual parameters for accepting bookings: </li></ul><ul><li>Travel distance from home </li></ul><ul><ul><li>Minimum length of booking </li></ul></ul><ul><ul><li>Minimum period of notice </li></ul></ul><ul><ul><li>Weekly hours limiter (compliant with controls) </li></ul></ul><ul><li>Weekly, real-time, diary of commitments </li></ul><ul><li>Real-time listing of completed bookings (searchable) </li></ul><ul><li>Rules for personalised rate construction (can be disabled by agency) </li></ul><ul><li>Ability to view/accept/reject personal offers of specific work agreements </li></ul><ul><li>Display of buyers + ability to set buyer-specific pricing </li></ul><ul><li>Control/convenience for buyers </li></ul><ul><li>Ability to set up specific work agreements with optional pricing over-ride </li></ul><ul><li>Booking by generic work types or buyer specific work agreements </li></ul><ul><li>Ability to take in specific requirements for a booking which may have multiple shifts </li></ul><ul><li>Frequently used locations stored </li></ul><ul><li>View available workers based on track record or ranking by this buyer for particular accounts </li></ul><ul><li>View defined group of workers’ availability and book when available </li></ul><ul><li>Display name of agency/provider responsible for each available worker </li></ul><ul><li>Allow enforcement of agency acceptance of new buyer (eg to confirm assessment done) </li></ul><ul><li>Confirm booking stage to ensure responsibility by booking manager </li></ul><ul><li>Ability to add notes to booking that appear in all records of booking </li></ul><ul><li>Monitoring of response by workers </li></ul><ul><li>Ability to make repeat booking with same characteristics </li></ul><ul><li>Transfer of reporting instructions in communications to workers being booked </li></ul><ul><li>Ability to confine frontline user’s options and view of data </li></ul><ul><li>Reporting of bookings in real time </li></ul><ul><li>Each buyer can have optional own branding + URL </li></ul><ul><li>Precision in bookings </li></ul><ul><li>Calculation of eligible workers based on: skills, availability, Contactability, personal preferences </li></ul><ul><li>Dynamic – booking specific – calculation of price for each worker in each booking </li></ul><ul><li>Calculation of window of Contactability for each booking: with buffer to ensure min. time </li></ul><ul><li>Communication with worker based on individual preferences </li></ul><ul><li>Receipt of confirmation by worker from chosen communications channel </li></ul><ul><li>Monitoring of response </li></ul><ul><li>Removal of workers’ availability with buffering to allow for travel </li></ul><ul><li>Cancellation of bookings by approved users with full audit trail and communication to parties </li></ul><ul><li>Timesheet for each week of a booking auto-populated with hours booked </li></ul><ul><li>Ability to add/remove hours and expenses </li></ul><ul><li>Auditing of timesheet statuses as parties approve </li></ul><ul><li>Ability to handle timesheet conflict between buyer + worker </li></ul><ul><li>Escalation of non-approved timesheets </li></ul><ul><li>Market development </li></ul><ul><li>Fully configurable controls on workers/buyers for agency </li></ul><ul><li>Each agency has own URL + branding </li></ul><ul><li>Log-in boxes can be ported to any website </li></ul><ul><li>Agencies able to partner with each other to supply buyers or workers or both </li></ul><ul><li>Partnering can be automated based on personalised rules or one-to-one </li></ul><ul><li>Partnering can be cancelled with communications arranged </li></ul><ul><li>Management information </li></ul><ul><li>  Each user has access to appropriate data only </li></ul><ul><li>Real-time reporting of bookings being made </li></ul><ul><li>Data in a report can be defined by geographic radius, date range, type of booking, etc. </li></ul><ul><li>Reported data presented in columns including reference numbers, purchase notes, names of all parties + who/date/time records for bookings </li></ul><ul><li>Every element of price construction broken down in reporting </li></ul><ul><li>Reported data can be exported to CSV and other key formats </li></ul><ul><li>Compliance: the system must enforce </li></ul><ul><li>“ Agency” validation of workers and buyers </li></ul><ul><li>Agency able to suspend or remove workers and buyers </li></ul><ul><li>Entry hurdle for under-16 workers </li></ul><ul><li>Working Time Directive rules on min. rest days/breaks between shifts for under 18 workers </li></ul><ul><li>Restrictions on night time working hours for under 18 workers (configurable) </li></ul><ul><li>Default Working Time Directive rules on min. rest days/breaks between shifts for adult workers </li></ul><ul><li>Minimum wage legislation in 3 bands with annual changes </li></ul><ul><li>Additional Working Time Restrictions eg: International Student, Pregnant Worker, WTD opt out </li></ul><ul><li>Add/remove hour for clock goes forward + clock goes back </li></ul><ul><li>Validity of postcodes against updated Royal Mail/Ordnance Survey database </li></ul><ul><li>Agency level approval of changes to Date of Birth, photo, qualifications, etc. </li></ul><ul><li>Auditing </li></ul><ul><li>Database record of all actions by a user </li></ul><ul><li>Real-time viewable record of changes to Working Time Controls on a worker </li></ul><ul><li>Record of who/date/time for each booking viewable by relevant users </li></ul><ul><li>Security </li></ul><ul><li>EV certification for system </li></ul><ul><li>ISO 27001 compliance </li></ul><ul><li>Encrypted key pages </li></ul><ul><li>Min. level of password strength enforced </li></ul><ul><li>Validation of mobile phone numbers, employee numbers, etc. </li></ul>
  12. 12. Case Study: <ul><li>Overtime booking system </li></ul><ul><li>Launched across 2000 + stores in 14 weeks </li></ul><ul><li>Enables managers to book employees from their own stores or other stores for overtime </li></ul><ul><li>Customer assistants can their state specific terms of work </li></ul><ul><li>Calculates available hours based on inputted WTR and contracted hours </li></ul><ul><li>Real time data </li></ul>
  13. 13. How does it start? <ul><li>Identify potential areas of need in the local area </li></ul><ul><ul><li>Volunteering in social care </li></ul></ul><ul><ul><li>Adult Carer Breaks </li></ul></ul><ul><ul><li>Short Breaks for Parents </li></ul></ul><ul><ul><li>Residential Care Homes </li></ul></ul><ul><ul><li>Personal Assistant marketplace </li></ul></ul><ul><li>Steps </li></ul><ul><ul><li>Identify geographic area </li></ul></ul><ul><ul><li>Build demand and supply </li></ul></ul><ul><ul><li>Soft launch and launch event </li></ul></ul>
  14. 14. Who are we? <ul><li>Social Enterprise </li></ul><ul><li>Funding from ODPM/CLG </li></ul><ul><li>Tackle worklessness </li></ul><ul><ul><li>Very fluid labour markets </li></ul></ul><ul><ul><li>Direct bookings </li></ul></ul>A Next Practice programme from the Cabinet Office Innovation Exchange.
  15. 15. Promoted by Giving White Paper
  16. 16. Organisations using Slivers-of-Time <ul><li>Private Sector </li></ul><ul><ul><li>Tesco </li></ul></ul><ul><li>Open markets </li></ul><ul><ul><li>LBH&F </li></ul></ul><ul><ul><li>Leeds </li></ul></ul><ul><ul><li>Harrow </li></ul></ul><ul><ul><li>Cambridgeshire </li></ul></ul><ul><li>Volunteering & Timebanking </li></ul><ul><ul><li>Hertfordshire CC </li></ul></ul><ul><ul><li>Cumbria CC </li></ul></ul><ul><li>Home and Residential Care </li></ul><ul><ul><li>Hertfordshire </li></ul></ul><ul><ul><li>Greenwich </li></ul></ul><ul><ul><li>Bristol </li></ul></ul>
  17. 17. Thanks for listening Richard Manby Slivers-of-Time Markets Unit 3, Essex House 375-377 High Street Stratford London E15 4QZ  0208 227 9492
  18. 18. Breakaway <ul><ul><li>Set up in 8 weeks, there are now 144 carers & 59 volunteers </li></ul></ul><ul><ul><li>220+ hours per week going through the marketplace </li></ul></ul><ul><ul><li>Now scalable across the County because of the Platform </li></ul></ul><ul><ul><ul><li>Assistants can grow the marketplace rather than organise placements </li></ul></ul></ul><ul><ul><li>Reporting information </li></ul></ul>Book Your Own Breaks
  19. 19. Residential Marketplace <ul><ul><li>Enables carers to book respite accommodation on their terms </li></ul></ul><ul><ul><li>Will be part of HCPA’s website </li></ul></ul><ul><ul><li>Set up taking place in two phases. </li></ul></ul><ul><ul><ul><li>Phase 1 is live – internal beds </li></ul></ul></ul><ul><ul><ul><li>Phase 2 is due in late Summer where carers can </li></ul></ul></ul><ul><ul><ul><li>see availability and book </li></ul></ul></ul>Book Your Own Breaks
  20. 20. Time-banking <ul><ul><li>Time-banking pilots in North Herts and Watford are now using the Slivers Time-banking platform to underpin their activities </li></ul></ul><ul><ul><li>Development funded by Improvement & Efficiency South East </li></ul></ul><ul><ul><li>Enables exchanges to take place based precisely on the terms of the time-bank members. </li></ul></ul><ul><ul><li>People can self manage their bookings </li></ul></ul>Book Your Own Breaks
  21. 21. Feedback from Carers <ul><li>“ The system is quick and easy to use.” </li></ul><ul><li>Mrs A </li></ul><ul><li>Mrs G’s family said “ being able to book it at our convenience would make life easier for us.” </li></ul><ul><ul><li>“ This booking puts me </li></ul></ul><ul><ul><li>back in control of my </li></ul></ul><ul><ul><li>life and is a huge </li></ul></ul><ul><ul><li>support” said Mr T </li></ul></ul><ul><li>“ The care support worker was wonderful.” </li></ul><ul><li>Mrs B </li></ul>Book Your Own Breaks
  22. 22. What’s included in the license? What is included in the annual licence? 1 Live system securely hosted at 2E2 with connection to mobile networks through the Essendex gateways. 2 Parallel version of the system that is not connected to external communications. It is used for training and first release of any additional functionality. 3 Training manuals/leaflets in electronic form. Contents can be re-written or re-branded for use as RBS wishes. 4 Training videos. 5 10 days project management to assist with launch. 6 The first 5,000 texts sent by the system to employees each year. (If more than this are generated, Essendex rates will be passed onto RBS).
  23. 23. The power of partnering Agency A “ Workers” “ Buyers” Agency A “ Workers” “ Buyers” Agency A 1 2 3 4 Agency A “ Workers” “ Buyers” Agency B “ Workers” “ Buyers” Agency C “ Workers” “ Buyers” Agency D “ Workers” “ Buyers” Agency F “ Workers” “ Buyers” Agency E “ Workers” “ Buyers”