3 schedule one specification without graphics tender rf 2195

FOR THE PURCHASE OF
The provision of Service(s) is: Community Support for people with learning disabilities.
Community support will be achieved through a range of “services” designed to enable
people to live their lives in their local communities in an integrated way. Support may
involve specific support in a range of daily life situations including:
 Support with personal care, health, well being & medication.
 Support with daily living skills including housing, finances, and domestic
activities.
 Support with leisure, social, holidays and mini-breaks.
 Support with employment and voluntary work.
 Planned support for informal carers.
 Emergency support for people with a learning disability .
 Emergency support for informal carers.
These services are also referred to as;
• Domiciliary care, Housing Related support, Daycare, Carers support,
Job coaching and alternative to residential respite.
Some of the above services will need to be available 24 hours a day, 365 days
per year in line with individual need and choice and Emergency Support is
defined as under 72 hours notice.
.
Providers may be commissioned to provide all or some of the above services and any
provider does not need to tender for all service types.
Dated: 18th Day Of November 2008
Schedule 1- Service Specification ref 2195
version 1
1
Adult, Health & Community Services
Adult Commissioning Unit

1. Operational Service Specification
1.1 Overview and outcomes of
the service:
To maximise independence and to achieve
community participation.
1.2 Need for the service:
People with learning disabilities and their family
carers require support to be active citizens
engaged in their local community with appropriate
levels of support.
1.3 Relevant documentation:
Valuing People,
Valuing People Now,
Our Health, Our Care, Our Say,
Putting People First,
Joint Commissioning Strategy for Learning
Disability “Real Lives 2008-2011
Improving life chances of disabled people.
National Carers Strategy “carers at the heart of
21st
century families and communities” 2008.
1.4 Service principles and
standards:
Services will be delivered in a manner that
supports people’s rights, autonomy,
independence, choice and control.
Where relevant CSCI registration as a domiciliary
care agency will be required.
Providers will need to work in partnership with
customers, carers and others involved in the
person’s formal and informal networks.
2

1.5 Service users: People with Learning Disabilities, normally over
18yrs, but also some support will be required for
young people moving into adulthood. People may
also have additional support needs including
• People with complex needs,
• People from minority ethnic communities,
• People on the autistic spectrum,
• People with Mental health needs,
• People with sensory impairment,
• People with physical disability,
Support may also be commissioned for People
within the autistic spectrum with no learning
disabilities. People using the service may be
funded through a variety of methods including self
funding, individual budget, and direct payment or
funding from a statutory organization e.g. Local
Authority, including Supporting People and/or
PCT. It is likely that the numbers of people using
an individual budget will increase significantly.
1.6 Access to the service:
24 hours a day 7days a week 365 days a year.
Actual usage will be dependant on Individual
support needs. Service users will be referred
either by Adult Health and Community Services,
Supporting People, PCT or by self-referral for
those using Individual Budget/Direct Payment
and/or private funds. Additionally others may wish
to directly refer, including GP’s, Housing
Departments and Housing Associations although
they will not fund support.
1.7Service activity:
Variable packages based on individual needs.
Current support varies from 1hr per week to 24
hrs per day 7 days a week. Customers may
choose to have needs met in a number of ways
and this may include using a variety of support
providers or other networks.
2. High Level Service Outcome
2.1 High level service outcome
2.1 HIGH LEVEL SERVICE OUTCOME
The high service outcome is based on the Valuing People Now documentation
ensuring that individuals’ legal and civil rights, are exercised and maximum
independence, choice and inclusion are realized. The service will enable people,
no matter how complex their needs, to live life equally as citizens in their local
communities alongside their fellow citizens. The service will ensure people get real
choice and control over their service and appropriate support they need.
3

3. Detailed Service Outcomes
The service will be expected to meet a range of needs and will be able to
evidence for each of their customers that they can achieve relevant outcomes
for each individual. Appropriate levels of support will be offered as agreed
with the customer towards the achievement of outcomes. Customers may be
people with a learning disability, people on the Autistic Spectrum or informal
carers.
The indicators shown below are indicative only. Providers will only be
expected to evidence the outcomes that they have been commissioned to
meet within individuals’ support/care plans.
Eg; If ten individuals have identified achieving unsupported voluntary work as
an outcome, the percentage of those 10 who achieve this will be reported as
part of the Economic Wellbeing Outcome alongside the number of days
unsupported voluntary work achieved per person. Please note that individual
outcomes will be specifically monitored with customers through the individual
review process.
4

Service Outcomes are outlined below in respect of 7 Key areas of Our Health,
Our Care, Our Say:
Exercising Choice and Control
Improved Health and Emotional Wellbeing
Personal Dignity and Respect
Quality of Life
Freedom from Discrimination and Harassment
Making a Positive Contribution
Economic Wellbeing
The identified outcomes are directly linked to a range of national indicators as
specified in the National Framework including:
• NI 145 Adults with Learning disabilities in settled accommodation and
• NI 146 Adults with learning disabilities in employment
• NI 142 Maintaining Independent Living (Supporting People Indicator)
• NI 141 Achieving Independent Living (Supporting People Indicator)
Specific target percentages have intentionally not been specified within this
document. This is because the desired percentage will be directly influenced
by the range of services offered by each provider and the direct outcomes
specified by customers.
In general terms, service providers will be measured within the broad
parameters below for each of the 7 outcomes areas of Our Health, Our Care,
Our Say:
Excellent = Scores generally in the area of 90%+ and substantial
demonstration of strengths with a sustained track record
of delivering good performance and managing
improvement.
Good = Scores generally in the area of 70%+ and there are more
strengths demonstrated than areas for improvement. A
“good” rating will show that there are no significant areas
for improvement relating to the health and safety of
people using the service or issues of poor management.
Adequate = Scores generally in the area of 55%+ and there are some
strengths demonstrated but areas of particular
weaknesses are apparent that require improvement
through an agreed development plan.
Poor = Scores generally below 55% and significantly more
weaknesses than strengths are demonstrated. Important
elements of the specification outcomes would not be
being met and a priority improvement plan would need to
be agreed.
Please note that the number of relevant indicators per person will be directly
related to individual outcomes and extent of commissioned support.
5

Providers do not need to allow for the frequency or intensity of support in
anticipating costs or achievement rates in relation to outcomes ie if one
person requires mini breaks on a four weekly basis, this will be reflected in
their support plan and the correct volume of service to enable this to be
achieved will be commissioned.
Outcomes Indicative Performance Measures
Exercising Choice and Control
• I am involved in choosing
the people who support
me on a planned basis
% of interviews in which customers have a formal
role. % of customers who have voiced individual
staffing choices.
Individual stories and experience demonstrated
through Illustrative audio, visual or written
accounts/stories demonstrating change.
• I know and am confident
in the people who support
me on a planned basis.
% people satisfied in survey in this area. Data
relating to staff turnover, supervision, training,
disciplinaries is collected and available. Number of
complaints in this area.
• I am able to change the
support I get when I need
and choose to
% people whose support has changed in volume
and /or design.
• I am able to make choices
about the way my service
is delivered
% people supported who have made choices about
the way their service is delivered. Individual stories
and experience demonstrated through Illustrative
audio, visual or written accounts/stories
demonstrating change.
• I have access to
information in order to
make fully informed
choices.
% of people supported with information packs.
% of people with a contract with support provider.
• I am entitled to my rights
and services must be
delivered in accordance
with my expressed wishes
and preferences
% people supported whose preferences are
recognised in service delivery.
• I am central to all
decisions about my life
% people supported with person centered plan
(PCP).
6

• I will have information to
access Telecare, tele
health aids and
adaptations which help
me to be more
independent and in
control of my life
% people supported with this equipment.
% people satisfied in survey in this area. Individual
stories and experience demonstrated through
Illustrative audio, visual or written accounts/stories
• I have the right to make
my own decisions, even if
they conflict with
professional and others
views, My capacity to
make each decision will
be taken into account
% people supported with person centered plan
(PCP). % people supported whose PCP is
regularly reviewed.
• I am able to self manage
medicines and other
therapies as much as
possible
% people supported to self manage medication. %
people supported with active plans to increase
involvement. % people supported who have
become self managing. Individual stories and
experience demonstrated through Illustrative audio,
visual or written accounts/stories demonstrating
change.
• I know how to complain,
am listened to when I do
and action is taken. I
know where I can get
support to make a
complaint
% people making complaints.
Number of complaints, actions and resolutions.
• I have the right to retain
my chosen lifestyle
% people supported who are satisfied that they
exercise their lifestyle choices.
accounts/stories demonstrating change
• As a carer my support is flexible in
meeting my changing needs
(Service specific outcome for support to
carers)
% people supported with flexible plans.
% people satisfied in survey in this area and
customer/carers review.
• As a carer I am able to continue in
my caring role for as long as I wish
to do so.
(Service specific outcome for support
to carers)
7

• As a carer my views will be listened
to and respected
carers)
% people supported to have their say and make
comments on services that are being delivered.
• As a carer I am involved with
choosing people who will provide
support
carers)
customer/carer reviews. Individual stories and
change, involvement in the recruitment of staff.
• As a carer I can change the support
when and how I need it
carers)
% people supported to design support plan.
• As a carer I will receive training and
instructions on how to use
adaptations and equipment
carers)
% people supported with training and
demonstration of equipment.
• As a carer I have breaks which give
me time to rest or pursue activities
outside my caring role.
carers)
customer/carer reviews.
• As a carer I have the right to retain
my chosen lifestyle
carers)
% people satisfied in survey in this area.
Improved Health and Well Being
• I am able to be as healthy as I can
and choose to be
% people supported in activities which are intended
to maintain and develop health and fitness.
• I will be supported to be as
independent as I can be
% people supported who have been actively
encouraged to achieve independence in any
aspect of their life.
• I am able to get advice, support,
information and appropriate
treatment regarding my emotional
well being, physical and mental
health and stay active
% people supported who are participating in
activities relating to health and well being
% people supported whose health has improved.
• I am supported to make decisions % people supported who have made such
8

regarding my health i.e. need for a
good diet and regular exercise
(Not applicable to services
for carers)
decisions.
• I decide what to eat and am
involved in food preparation
for carers)
% people supported who learn new skills in this
area.
• I am able to choose how I
look and am involved, doing
as much as I can for myself
for carers)
% people supported with areas of personal care.
% people supported who develop new skills in this
area.
• I am socially active with
others and participate in
social interactions
% people supported to be active in their
communities. % people supported who develop
new relationships. % people supported who have
active friendships external to formal support. %
people supported who have active family
relationships. Individual stories and experience
demonstrated through Illustrative audio, visual or
written accounts/stories demonstrating change.
• I go to the gym or local club to
participate in physical activity
(Service specific outcome
for support with leisure etc )
% people supported to actively participate in
physical activity in community settings. Individual
demonstrating change
• I have a membership in my local
gym/swimming pool etc
for support with leisure etc)
% people supported to have membership cards. %
people supported who regularly use such facilities.
• I am able to be supported in an
emergency
for support in emergency )
% people supported in emergency situations.
% of customers and carers who have emergency
card. Individual stories and experience
• I can have holidays and breaks
when I want to
% people supported in this area.
• As a carer I will be able to have
breaks and short holidays
carers)
% people supported to take breaks and holidays as
and when they wish to do so.
• As a carer I have the back-up
support of a service which can take
my place in the event of an
emergency
% people supported with emergency support plans.
% carer/customer emergency cards issued. No of
emergency plans/responses carried out.
9

carers) accounts/stories demonstrating change.
Personal Dignity and Respect
• I am able to exercise my
legal and human rights.
Number of people who have exercised a right e.g.
written a will, made an advanced directive.
• I am able to express my
concerns if I am unhappy
% people supported to raise concerns, number of
concerns, actions and resolutions.
• I am confident that I can trust
the service provider and
individual staff to respect
and maintain my personal
confidentiality and privacy at
all times
• I am involved and my views
are listened to and taken into
account in all aspects of my
life.
% people supported in making informed choices
about what they want.
Illustrative examples of seeking feedback and
responding to it.
• I am shown consideration and
understanding
• I am communicated with in a way
that makes me feel comfortable
• My communication style and
preferences are respected and
known to those who support me.
% people supported to communicate in preferred
ways that meet the needs of individuals.
• I am respected by visitors with
regards to my home and my
possessions and I am supported to
maintain the cleanliness and order
of my surrounding
• I have privacy when I need it and I
am treated with dignity
% people supported to be on their own when they
wish to. % people satisfied in survey in this area
with the way they are treated. Individual stories and
change.
• I will have information to access
advocacy services
% people supported to access advocacy services.
10

• As a carer I will have access to
advocacy support
carers)
% carers supported in accessing advocacy
services. Individual stories and experience
• As a carer I am able to raise
complaints and actions are taken
into account
carers)
% people supported to raise concerns, number of
concerns, and actions and resolutions
Quality of Life
• I am able to understand and
manage risks to myself and others
% people supported to self manage risks.
% people supported with written risk assessment.
• I am able to find a new home if I
want to.
(service specific outcome for support
with daily living)
% people supported to find alternative
accommodation. Individual stories and experience
written accounts/stories demonstrating change
• I am able to maintain my home
environment and I’m involved in
daily living tasks e.g. shopping,
domestic chores.
(all services excluding employment
services)
% people supported at home with daily living tasks.
% people supported who have learnt new skills in
relation to daily living. Individual stories and
change
• I am able to get out and about and I
use public transport
% people supported in using public transport more
than three times a week. % people supported who
have learnt to use some public transport without
support. Individual stories and experience
written accounts/stories demonstrating change
• As a carer I will have a social life
outside my caring role
carers)
% people supported to have life balance. Individual
• As a carer I am able to be healthy
mentally physically, spiritually and
emotionally.
carers)
% of customer / carer reviews.
• As a carer I am supported to identify
risks and how to manage them
carers)
% people supported to self manage risks.
% people supported with written risk assessment.
Freedom from Discrimination and
Harassment
• I will be treated equally and fairly as % people feeling valued and respected. Individual
11

any other member of the community stories and experience demonstrated through
• I am safeguarded from abuse,
neglect, self harm, maltreatment,
bullying, accident, injury, death,
discrimination crime and anti social
behaviour
% people supported to feel comfortable and equal
as others. Number of safeguarding referrals and
investigation. Individual stories and experience
• I am safe and secure in my home
and protected from exploitation
% people supported who feel safe and secure
Number of incidents in which people are subject to
harm. % people satisfaction survey in this area.
• I am treated fairly as an individual
taking full account of my abilities,
special needs, disability, age,
religion, racial origin, sexual
orientation, culture and language
% people supported in having “rights” and
“opportunities” exercised. Number of related
complaints and outcomes. Data relating to
customers age, gender, ethnicity, disability, sexual
orientation, language is collected and available.
• I have equality of access to services Service provider will adhere to the policy/practices
and legislative requirements for anti discriminatory
practices and people who use services have fair
access regardless of their faith, beliefs, colour,
sexuality, ethnicity language or disability. No of
related complaints and outcomes.
• As a carer I am respected by visitors
in my home and treated equally and
fairly regardless of differences
carers)
% people supported in having “rights” and
“opportunities” exercised. Number of related
complaints and outcomes.
Making a Positive Contribution
• I use community based services for
my leisure needs that are also used
by non-disabled people
% people supported in activities which are in
community based services. Individual stories and
change.
• I can take part in decisions which
affect my life in my community
% people supported to engage in community life as
active members. Individual stories and experience
• I will join local activities and events
in my community.
% people supported to engage in local events and
description of social events. Individual stories and
change.
• I am supported to do voluntary work
that I have chosen
with employment and voluntary work )
% people supported in voluntary work
Number of days supported voluntary employment
achieved per person in a full year. Individual stories
12

Economic Wellbeing
• I will be able to access my full
benefit entitlement
% people supported to get information or seek
assistance in entitlement. Individual stories and
change.
• I am able to manage my finances % people supported to self manage their finances.
% people supported with active plans to increase
financial skills and involvement. Individual stories
• I am able to learn work related skills
that will help in finding employment
with employment and voluntary work)
% people supported to engage in work related
learning. %people supported who have achieved a
recognized qualification. Individual stories and
change.
• I am supported in a work
environment
% people supported in paid work
Number of days supported paid employment
achieved per person in a full year. Individual stories
demonstrating change
• I am in paid employment
% people in paid employment without support
Number of days paid employment achieved per
person in a full year. Individual stories and
change.
• I am able to do the voluntary work I
have chosen without support
% people supported in voluntary work without
support. Number of days unsupported voluntary
work achieved per person in a full year. Individual
• I am able to learn new things
through education learning and
adult development.
% people supported to engage in
education/learning. %of customers who have
achieved a recognised qualification.
• I am supported to express my views
and opinions and ask questions
• I have accessible information on all
aspects of employment provider, the
% people supported through to employment.
examples of information packs. Individual stories
14

employment process and the local
employment market
• I will have a individual job profile
which sets out employment goals,
and how to achieve these
% people with a job profile. Individual stories and
change.
• I am able to understand the
requirements of specific jobs and of
their opportunities to develop my
skills to do those jobs
% people supported to have a continuous plan to
support individual needs and aspirations in the job
market. Individual stories and experience
• I am able to get support to help me
find the best possible job
% people supported in a range of job search
activities. Individual stories and experience
• I will be trained and supported to
communicate and negotiate
personal employment terms and
conditions with employers which
meet my identified needs
% people supported who have negotiated terms
and conditions. Individual stories and experience
• I will get training and support to
help me be independent in the
workplace and progress
% people supported to be active with job
prospects. % people who are paid for their work or
who are volunteers. Individual stories and
change.
• I have opportunities for career
development
% people supported with an individual career
development plan. Individual stories and
change.
• As a carer I am able to work if I wish
to do so.
carers)
% people supported with flexible plans in order to
do this. % people satisfied in survey in this area.
Customer/carer reviews.
• As a carer I am able to access
benefits and welfare services
carers)
% people supported to gain financial gains through
benefits.
15

• As a carer I am able to participate in
training or education courses if I
wish to do so.
carers)
% people supported in training/education courses.
customer/carer reviews
Potential Indicators and Sources of Evidence
Recruitment Programmes
Support Plan
Review Records
Customer Feedback
Annual service evaluations by customers/carers
Complaints Records
Person Centered Plans
Assessment and feedback from others
Employment Contract
Job Descriptions
Information packs
Job profile
Health action plan
Work skill assessment
Training course
Certificates
Access to specialist advisors e.g. Job Clubs
Job clubs
Employment plans
Career development plans
Risk Assessment
Supporting People/Housing Related Support Indicators (Performance &
Outcomes)
Staff Data and Records
16

4 Core Principles
Service Delivery must be underpinned by the following core principles and
evidence of compliance will be required.
• People will always be treated as individuals and each persons
dignity, privacy and independence will be promoted
• Peoples uniqueness in respect of gender, sexual orientation,
age, ability, race, religion, culture and lifestyle will be
acknowledged and respected
• People will be treated in line with the Human Rights Act and the
rights and principles within it will be upheld including but not
limited to:
- right to freedom and security,
- no punishment without law,
- respect for private and family life,
- freedom of thought, religion and belief,
- freedom of expression,
- freedom of assembly and association,
- right to marry,
- right to equal treatment and no discrimination
- protection of property,
- right to go to school or college.
5 Service Standards
Where required, registration will be necessary with the Commission for
Social Care Inspection (or its replacement) as a Domiciliary Care
Agency. All such organizations will be expected to fully comply with all
relevant standards and Inspections reports will be sent to the
commissioner.
Where appropriate, services supporting people in areas of “housing
related support” will be expected to be accredited or able to be
accredited with Warwickshire’s Supporting People. Accreditation
Requirements and other Supporting People/Housing Related Support
quality requirements, for example; the Quality Assessment Framework
(QAF).
Where appropriate, services supporting people in “supported living” will
comply with REACH standards.
As appropriate, organizations will be expected to comply with nationally
accepted standards for specific aspects of service delivery.
All legislation will be complied with including Deprivation of Liberty
Safeguards, safeguarding adults, Mental Capacity Act, Human Rights
Act etc.
17

6 Service Description
A range of providers will be awarded Framework Agreements to ensure that
there is sufficient high quality service availability throughout Warwickshire.
Suppliers will be identified and awarded contracts based on specific services
and specific areas.
Service areas are in broad terms:
 Support with personal care, health, well being & medication.
 Support with daily living skills including housing, finances, and
domestic activities.
 Support with leisure, social, holidays and mini-breaks.
 Support with employment and voluntary work.
 Planned support for informal carers.
 Emergency support for people with a learning disability.
 Emergency support for informal carers.
These services are also referred to as;
• Domiciliary care, Housing Related support, Daycare, Carers
support, Job coaching and alternative to residential respite.
Some of the above services will need to be available 24 hours a day, 365
days per year in line with individual need and choice and Emergency Support
is defined as under 72 hours notice.
Providers may be commissioned to provide all or some of the above services
and any provider does not need to tender for all service types
7. Geographical Coverage
Geographical Areas are in broad terms aligned to current District Council
boundaries and are:
 North Warwickshire
 Nuneaton & Bedworth
 Rugby
 Warwick , Leamington & Kenilworth
 Stratford
8. Accessing the service
Customers will either access the service directly through an agreed referral
process or through a worker charged by Warwickshire County Council or
other statutory agency organise support on someone’s behalf (This may be a
broker, Personal Advisor or similar)
Minimum standards for customers relating to timescales from referral to actual
service delivery will be agreed with the authority and published for all
customers.
18

9. Performance Monitoring
Specific arrangements for performance monitoring will be made with each
provider and the range and extent of monitoring and data collection will
directly relate to the range and volume of service delivery to Warwickshire
citizens.
Example performance indicators are as previously listed and will be required
as relevant to the business of the provider i.e. employment indicators will be
required for those providers offering significant support in this area.
A range of performance monitoring methods will be used and may include
 Face to face meeting
 Provision of qualitative and quantitative data through self reporting.
 Customer surveys
 Interviews / discussions with customers
 Interviews / discussions with staff
 Interviews / discussions with other stakeholders
 Inspection of records and organizational documentation
 Individual customer reviews.
All providers will be expected to have their own quality assurance processes
and these and the performance monitoring processes will be focused on
continuous improvement. The authority reserves the right to use external
evaluators as part of the performance monitoring process.
19

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3 schedule one specification without graphics tender rf 2195