Dorset, Devon and Cornwall Community Rehabilitation Company. Annual Service Plan Strategic Overview

Transcription

1 Dorset, Devon and Cornwall Community Rehabilitation Company Annual Service Plan Strategic Overview

2 1. Introduction This document sets out our services, our commitments, key contractual requirements and the measures on which our performance will be judged. Dorset, Devon and Cornwall Community Rehabilitation Company (DDC CRC) operates across the South West of England and are responsible for the management of low and medium-risk offenders. Over the last year, we ve worked with around 4,500 adult service users at any given point providing a range of offender management and rehabilitation services including: Delivering specific interventions including Community Payback and accredited programmes, as well as innovative services available for service users managed either by CRCs, the National Probation Service (NPS) or, increasingly, the wider community. Delivery of a resettlement service for all prison leavers, engaging with offenders in custody and supporting them through the gate into the community. Designing and delivering innovative Rehabilitation Activity Requirements (RARs) to reduce reoffending, rehabilitate service users and help them turn their lives around. Protecting the public while managing service users in the community, including identifying any changes in risk and referring high-risk cases to the NPS. We recognise the delivery landscape in Dorset, Devon and Cornwall and the value achieved from the strength of partnership working and through this plan we will continue to build on these relationships. This includes joint service development focused on criminal justice priorities with strategic partners and stakeholders and we will seek opportunities to co-commission or develop new services with partners. Service integration and improvement opportunities will be taken forward with the newly formed Her Majesty s Prison and Probation Service (HMPPS) at every opportunity. 2 Dorset, Devon and Cornwall CRC: Annual Service Plan Strategic Overview

3 2. Our approach to service delivery Through our skilled workforce, evidenced best practice and strong partnerships, we are committed to delivering services which protect the public, rehabilitate service users, reduce reoffending, and make the people of Dorset, Devon and Cornwall safer. Everything we do is underpinned by our fundamental responsibility to protect the public, and we understand that risk levels of service users we manage can change. When necessary our people ensure that information is shared with partners and when risk levels rise, these are swiftly referred to the NPS. Our successes have been recognised with external national awards for staff developing and delivering a number of our key services. For Dorset, Devon and Cornwall CRC, 2016 was a year of transformation to our new operating model including: Continually improving performance across the whole range of service measures that we are contractually required to deliver. The development of a Continuous Improvement Plan will assist in driving further improvements in quality this year. The introduction of Operational Hubs providing the bulk our administrative support to frontline officers and also providing a brand new In Touch service which enables us to keep in touch with our service users through a variety of methods. The latter service has really assisted our service users to comply with their orders / licences and has helped us to ensure their diverse needs, including employment and childcare responsibilities are catered for. The creation of a new interventions team who deliver accredited programmes to address thinking skills and domestic abuse, a wide range of Rehabilitation Activity Requirements (RAR) that address the needs of our service users and restorative justice programmes to enable perpetrator reparation and allow victims to understand the underlying causes behind what happened to them. Embedding our resettlement services into the resettlement prisons across the South West, supporting service users through the gate and into the community. In collaboration with our delivery partners, Catch 22, a consistent level of services are provided in all the custodial settings that we are responsible for. We address resettlement needs including finance, accommodation, employment, and the needs of offenders with a history of sex working or domestic violence. We also provide modular resettlement support for accommodation, employment, finance, benefit and debt, health, and family and relationships. Together with our delivery partner PACT, we have introduced mentoring services to assist service users further where extra support is required. We have continued our work with vulnerable women service users through our commissioned service with Women s Rape and Sexual Abuse Centre. Developing a directory of services In addition to the support provided to service users managed by the NPS and other CRCs, we have developed a service directory to broaden our service offer to other organisations in Dorset, Devon and Cornwall. This presents a real opportunity to deliver new and innovative services on behalf of others in support of the wider social justice agenda. Successes in the last year have included our involvement with strategic partners and stakeholders in delivering substance misuse services and restorative justice interventions. 3 Dorset, Devon and Cornwall CRC: Annual Service Plan Strategic Overview

4 3. Our vision, values and strategic objectives for 2017/18 Our plans for are designed to embed the significant changes we made to our operating model during and also see us implementing an enabling infrastructure that supports effective service delivery while providing value for money and an outcome focused approach to case management and delivery of interventions. Our plans are summarised through our vision, our values and four high level objectives: Our Vision To deliver, through our skilled workforce and in partnership, offender management and rehabilitation services which protect the public, reduce reoffending and make the people of Dorset, Devon and Cornwall safer. Our Values Supporting change believing that people can change and supporting offenders to become responsible members of the community. Engagement working with communities and partners to create a safer Dorset, Devon and Cornwall, and listening to the public, offenders and our staff to make our work more effective. Respecting people valuing our staff, encouraging their innovation and respecting their professionalism; supporting each other, sharing best practice and developing our people; and striving to be fair, open and transparent and encouraging effective communication. Objectives We will ensure exemplary performance is achieved and we continually improve our service delivery across all areas of Dorset, Devon and Cornwall CRC by: continuing to develop our relationship as a trusted provider of services continually improving the services we deliver ensuring our employee communication is enhanced and best practice is highlighted delivering equitable services gaving robust interface arrangements with our partners and supply chain. We will engage with partners and stakeholders in collaboration to reduce reoffending and protect the public by: effective statutory partnerships effective strategic partnerships effective non- statutory partnerships maximising our service user compliance and engagement. We will ensure that our new target operating model is fully embedded by: embedding our new case management model embedding our new interventions and our Unpaid Work model enhancing our resettlement services further further enhancing our services to our female service users investing in evidence based services that reduce reoffending We will strengthen our organisation through strong leadership and engagement to deliver our our strategic objectives by: developing our people ensuring robust governance and organisational controls optimising our estates footprint ensuring our ICT Infrastructure is fit for purpose robust financial arrangements 4 Dorset, Devon and Cornwall CRC: Annual Service Plan Strategic Overview

5 4. Developing our culture and delivering outcomes Our organisational culture is underpinned by a set of key principles that allows us to be agile in the way our organisation works and how we respond to service users. It enables the business to flex and scale in line with changing business needs and wider market requirements. Practically, that means we can increase our effectiveness and efficiency while offering excellent service through a flexible workforce. For Dorset, Devon and Cornwall CRC, the aim is to deliver better rehabilitation outcomes through: Targeted case management Our new approach to case management reflects the evidence on the principles of the risk-need-responsivity model. This builds on a high and low intensity approach, matching the staff best qualified to meet the requirements of our service users. Where we work with service users who pose a higher risk of reoffending, these service users will work with our most skilled probation officers. Following risk assessments, for service users that pose a low risk of harm we will encourage engagement into interventions delivered from community venues and provide more remote support and advice from our Operational Hubs. As a service integrator, the case manager is responsible for ensuring services are effectively sequenced to maximise rehabilitation and reduce reoffending. It will maximise the resources available directly from the CRC whilst bringing other services into alignment along the service user journey. Our approach will be supported by a dedicated case management system and IT platform that facilitates effective sequencing of interventions and provides one view of an offender s progress. Interventions Our refined range of interventions, including unpaid work and accredited programmes has been designed to maximise the impact on reoffending, build the skills and resources of our service users and support access to other local services. Aligned to the reducing reoffending pathways, case managers will be able to select the right intervention at the right time in the knowledge that the activity is supported by evidence of what is the most effective approach and support the service user s progression. We are implementing a new model for our unpaid work service that will see us focussing on the delivery of intensive unpaid work packages and working more closely with stakeholders and partnerships in the delivery of unpaid work placements. A wider employment related offer will address what is often a key factor in reoffending. Utilising Working Links expertise, there will be access to employment specialists who can operate in prison as an additional resettlement intervention, or as part of the RAR programme delivery in the community. Enhanced use of peer and other mentors is proven to promote engagement and reduce programme attrition. A key element of our proposal will support service users at key transition points such as through the gate support when resettling back into communities or a peer adviser supporting service users with moving from dependency on services to a self-service arrangement in Community Hubs. This will be complemented by the development of a new community engagement RAR designed to support access to broader every day life arrangements. 5 Dorset, Devon and Cornwall CRC: Annual Service Plan Strategic Overview

6 Operational Hubs Operational Hubs have now been introduced in Plymouth and Poole, with a smaller satellite hub based in Torquay. The hubs remove routine case administration roles from frontline staff and support the maximisation of offender-facing time for case managers. One of the key principles to desistance is the quality of relationships, therefore enabling frontline probation practitioners to work closer and for longer with service users to provide a tangible contribution to reducing reoffending and ensuring that the sentence of the court is delivered. The hubs will also ensure that core Service Level Agreements on case allocations and other reporting transactions with the Authority are completed efficiently. There are key input requirements to ensure cases are managed effectively for example the production of a sentence plan. The hubs will provide support to case managers to ensure that all required information is available and that all outcomes are recorded and reported to the authorities in a timely and assured way. Redesigning the estate Our ambition is to broaden our support to a much wider proportion of society and to implement new integrated processes and approaches to enable us to also operate in shared environments. Internally this will naturally lead to greater integration between employability and justice services, and between our frontline and support services. Externally, better integration of services will support a rationalisation of our estate footprint through the development of Community Hubs and matching office and other locations to offender volumes and patterns of accessibility. Community Hubs will contribute greatly to opportunities to promote a broader social justice agenda as a result of co-location and integrated team working across the range of partners that support service users. 6 Dorset, Devon and Cornwall CRC: Annual Service Plan Strategic Overview

7 5. Our commitment to service users, strategic partners and stakeholders We recognise and value the success achieved from the strength of partnership working and we will continue to build on these relationships and develop new mechanisms to receive feedback from partners, stakeholders, delivery partners and service users. Statutory and non-statutory partnership requirements We will continue to engage regularly with Police and Crime Commissioners, local authorities and a broad range of agencies engaged in providing services to offenders across Dorset, Devon and Cornwall. We will continue to support our statutory partnership requirements including MAPPA arrangements to manage risk of harm, safeguarding arrangements including Vulnerable Adults and Children s Boards, and inclusion in Local Community Safety and Public Service Board partnerships. Working with delivery partners Services commissioned and managed by Dorset, Devon and Cornwall CRC have been reviewed. Partnership managers work actively with our delivery partners to ensure the quality of service delivery arrangements and to continue sharing good practice. We will engage and work collaboratively with other organisations where there are opportunities to improve provision in orders to meet our aims. This will include funding innovation to develop services based on what works. Engaging service users We have listened to our service users through service user forums and surveys, and have incorporated what they have told us within our Continuous Improvement Plans for next year. We will also develop and implement a service user engagement strategy based on the combined learning from ourselves, Working Links, our Justice Innovation Unit and associated CRCs. Quality assurance Our approach to continuous improvement is based on close monitoring and analysis of the formal performance metrics on an ongoing basis and on a structured approach to managing quality. A strategic and objective overview of the quality of service delivery is also provided by our Justice Innovation Unit, who help us assure key areas of service delivery and identify not only opportunities to develop further but also best practice that can be deployed consistently across the three CRC areas that Working Links operate. This year will also see us implement the Customer First programme which provides a quality management system that puts a high challenge and rewarding service in place to enable service users to be supported towards achieving their goals, providing clearly defined objectives, targets and measures and a shared understanding of what good looks like. Providing inclusive services We promote an inclusive culture for all our people and service users, respecting and valuing differences so that everyone can realise their full potential. Further information can be found in the Dorset, Devon and Cornwall CRC Equality Scheme that can be viewed on our website. 7 Dorset, Devon and Cornwall CRC: Annual Service Plan Strategic Overview

8 6. Further information For further information, please contact: 8 Dorset, Devon and Cornwall CRC: Annual Service Plan Strategic Overview