![Page 1: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/1.jpg)
Making it Personal: A provider’s experienceSteve Scown
![Page 2: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/2.jpg)
Dimensions
Support adults, young people and children with learning disabilities and who experience autismSupport just over 2500 peopleWe offer support via RCH / GLS / SLS / Day Services / Short Breaks and employment training and preparation Work in 71 Local Authority areasEmploy approximately 3800 staffBudgeted turnover in 12/13 of £125m
![Page 3: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/3.jpg)
“We must not let our past, no matter how glorious, to get in the way of our future”
Charles Handy
![Page 4: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/4.jpg)
The Immediate Challenges
• Traditional services currently offer more secure income streams
• Traditional services are less and less in demand• Personalised services will be what people want to buy
and have funding for• Personalised services will have very small and fixed
margins
![Page 5: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/5.jpg)
The Provider Conundrum
Managing yesterday’s services today whilst developing new ways of listening and responding
to tomorrow’s customer – and accepting less money for doing it.
![Page 6: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/6.jpg)
The LA commissioned service
Paul lives in a home with 4 other peopleLocal Authority pays Dimensions £50k per annumHome has a team of 5 staff – there is 1 staff there all the time during the day and sleeps in at nightThere are 40 hours per week shared amongst the groupPaul wanted to go abroad for a holiday and a group of 8 people decided if that was OKPaul spends 2 days a week at the local learning disability day centre and the rest at leisure.
![Page 7: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/7.jpg)
What Paul wants
Paul has an Individual Budget of £34k.
Paul pays Dimensions £22k a year for: Support in the mornings whilst his Mum is at work Support 2 days a week whilst he works in a garage keeping the
floor clean and the place generally tidy Support every 4th weekend whilst he goes away for short
breaks – either camping or on a city breakOne of his support workers is his cousin at his family’s insistence.Paul is offering a one-off £3k payment if Dimensions can find him a job which he can keep for 6 months.
![Page 8: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/8.jpg)
“So basically you’re moving from wholesale to bespoke retail”
![Page 9: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/9.jpg)
Market Dynamics
Now B2B B2C
Future B2B B2C
Public Sector Austerity
![Page 10: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/10.jpg)
“It is not the strongest of the species that survive, nor the most intelligent, but the one that is most
responsive to change”
Charles Darwin
![Page 11: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/11.jpg)
![Page 12: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/12.jpg)
“We cannot solve our problems from the same level of thinking that created
them”Albert Einstein
![Page 13: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/13.jpg)
The key questions we considered
![Page 14: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/14.jpg)
How will you ensure Paul and his family/circle of support knows about you?
![Page 15: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/15.jpg)
What do you want Paul and his family to think of you and your company?
![Page 16: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/16.jpg)
What does brand mean to you?
![Page 17: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/17.jpg)
“What people say about you when you leave the room”
Jeff Bezos - Amazon
![Page 18: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/18.jpg)
In your groups please spend 5 minutes considering the following:
How can you find out what they really think about when you’ve left the room?
![Page 19: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/19.jpg)
Who would meet Paul and his family/ circle of support?
![Page 20: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/20.jpg)
In your groups please spend 5 minutes considering the following:
In your organisations which of your current roles would you send to meet Paul and his family?
![Page 21: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/21.jpg)
How will you help Paul decide what he wants?
![Page 22: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/22.jpg)
“One who cares, listens”
Paul Tillick
![Page 23: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/23.jpg)
So how about the money?
![Page 24: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/24.jpg)
Overhead activityABC/ Insurance Model/ Variable Input
PremiumsClient Group/ Postcode
SpecialsRefunds/ discounts / free offers
![Page 25: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/25.jpg)
In your groups please spend 5 minutes considering the following:
What specific factors might you also need to consider when defining your cost model?
![Page 26: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/26.jpg)
What will you offer Paul and his family/ circle of support?
![Page 27: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/27.jpg)
One-off Offers
Something a family may purchase which may or may not lead on to further business
Facilitation of a PCP Support Design Behaviour Analysis
Review AT Assessment Holidays
Service Design Benefit Review H&S Environment
Review Housing Brokerage
![Page 28: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/28.jpg)
Defined Term OffersSomething a family may buy for a fixed period of time with a pre-determined out-come• Life skills training• Community integration• Active support• Job skills training• Facilitation of PC Review
![Page 29: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/29.jpg)
On-going OffersSomething a family would purchase without an end timeframe
Personal care & support
Sleep-in Live-in Support Short Breaks Training of PAs Quality Assurance
Waking night Housing related support Recruitment of PAs Management of team of
PAs On-call & out-of-hours
support
![Page 30: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/30.jpg)
In your groups please spend 5 minutes considering the following:
How would your organisation’s menu differ from Dimensions?
![Page 31: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/31.jpg)
How are you going to cost your offer?
![Page 32: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/32.jpg)
What’s your overhead percentage?
![Page 33: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/33.jpg)
Overhead activityABC/ Insurance Model/ Variable Input
PremiumsClient Group/ Postcode
SpecialsRefunds/ discounts / free offers
![Page 34: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/34.jpg)
How will you help Paul recruit the right people?
![Page 35: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/35.jpg)
What makes a good support worker good?
![Page 36: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/36.jpg)
You Decide – We Employ
![Page 37: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/37.jpg)
Bespoke - Person Specification- Job Description- Employment Contract- Rate of Pay
![Page 38: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/38.jpg)
“I am always doing what I cannot do in order that I may learn
how to do it.”Pablo Picasso
![Page 39: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/39.jpg)
So what about the people we’re already supporting in traditional services...
![Page 40: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/40.jpg)
![Page 41: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/41.jpg)
![Page 42: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/42.jpg)
![Page 43: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/43.jpg)
What did we hope to achieve from Anne Marie’s perspective?
![Page 44: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/44.jpg)
What did we hope to achieve from the staff team’s perspective?
![Page 45: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/45.jpg)
Individual allocationIdentify each person’s share of the funding we receive based upon their individual need
Core support and shared costsIdentify what support and costs are necessary as a result of the service being shared
In my personal controlIdentify ways of enabling each person to maximise their control over what resource they have once they’ve paid their share of the core support and shared costs
![Page 46: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/46.jpg)
The current model
A 6 bed home with a budget of £300k
Each placement is charged at £50k per person
Occasionally extra costs on an individual basis can be negotiated
![Page 47: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/47.jpg)
The ISF model (1)
A 6 bed home with a budget of £300,000
Person A: individual allocation of £50kPerson B: individual allocation of £42kPerson C: individual allocation of £45kPerson D: individual allocation of £53kPerson E: individual allocation of £65kPerson F: individual allocation of £45k
![Page 48: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/48.jpg)
The ISF model (2)
From the budget of £300k
Core support costs are determined to be: £30k x 6
Shared costs are determined to be: £10k x 6
Total budget for core support and shared costs is £240k
![Page 49: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/49.jpg)
The ISF model (3)
Leaving In My Personal Control money as:
Person A: £10,000 (£50k – £40k) Person B: £2,000 (£42k – £40k)Person C: £5,000 (£45k - £40k)Person D: £13k (£53k - £40k) Person E: £25k (£65k - £40k) Person F: £5K (£45k - £40k)
![Page 50: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/50.jpg)
![Page 52: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/52.jpg)
![Page 53: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/53.jpg)
![Page 54: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/54.jpg)
![Page 55: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/55.jpg)
Choosing staff
![Page 56: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/56.jpg)
What do you have to do to get dismissed in your organisation?
![Page 57: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/57.jpg)
![Page 58: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/58.jpg)
So what changed for Anne Marie?
• New people in her relationship map• Voluntary work• Unpaid support• New places• Reconnected with old friends• Busier and happier• Better relationship with estranged sister
![Page 59: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/59.jpg)
Some thoughts about change
![Page 60: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/60.jpg)
Preparing your organisation
• Ensure your leaders are all actively engaged and prepared for the change.
• Establish your criteria for success at the outset, based on what you want to achieve for the people you support and for your organisation.
![Page 61: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/61.jpg)
Preparing your organisation
• Be realistic about what you’re aiming to achieve. Major change to working practices takes courage, determination - and time.
• Recognise and feel comfortable with accepting you will discover some things that must change. You’ll learn much more and achieve positive change more quickly by clarifying your expectations and engaging in honest and open dialogue and avoiding the ‘blame game’.
![Page 62: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/62.jpg)
Preparing your organisation
• Develop your own views very early as to how you would allocate Individual Service Funds, what should constitute core services and what people can have under their own personal control.
• Develop your organisational response to dealing with a member of staff whom nobody wants to support them.
![Page 63: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/63.jpg)
Preparing your staff
• Provide people with clear information about the principles of personalisation, individual budgets and Individual Service Funds at the outset.
• Everyone, including business support, but particularly every member of operations should be familiar with person-centred thinking tools and should work towards becoming ‘fluent’ in them.
![Page 64: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/64.jpg)
Preparing your staff
• Help your staff understand they must have their own personal offer for the people they are supporting. If they haven’t got one, help them to develop one.
• Find anchor points that are real and use stories and journeys to connect people to change.
![Page 65: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/65.jpg)
Managing through the tough times
• Use person-centred supervision on a regular basis. Having the feedback of people being supported as an explicit component of individual staff supervision and appraisal is very beneficial.
• Be prepared to provide higher levels of support, training, independent challenge and coaching than you think necessary.
![Page 66: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/66.jpg)
Managing through the tough times
• Don’t under-estimate the impact of broader organisational change upon local services and their attempts to improve how they provide support.
• Accept it will never be right and just keep on going.
![Page 67: Making it Personal: A provider’s experience Steve Scown](https://reader036.vdocuments.us/reader036/viewer/2022062422/56649f1f5503460f94c37c0e/html5/thumbnails/67.jpg)
“If you want something different to happen, you have to do something different”
Sharon Di Santo