sussex interpreting services - interim report for health promotion project … · 2019-03-02 ·...

INTERIM REPORT FOR HEALTH PROMOTION PROJECT APRIL 2018 – SEPTEMBER 2018

Remit of HPP page 2

Summary of Activity and Recommendations page 3

Volunteering

o Recruitment page 4

o Satisfaction page 4

o Training and CPD page 5

o Volunteering for Service Users page 7

Social Prescribing o Languages page 8 o Referral sources page 9 o Key Issues and Facilitated Referrals page 10 o 3 x Case Studies page 11

Health Promotion page 18

Outreach and Network page 18

Consultation and Representation page 20

Service User Day page 20

REMIT OF HPP

Working with people who have language needs

Distribute and promote information about public and community services

Facilitate access and referrals to public and community services

Promote key health messages

Provide additional support e.g. letter reading, form filling, making appointments

Offer opportunities to meet with other service users and reduce isolation

Working with public and community services

Consult on the development of appropriate translated information

Partner with local organisations to work with people who have language needs

Give people with language needs a voice within public service consultations

Working with volunteers

Recruit community members as Volunteer Linguists

Train Volunteer Linguists in Health Promotion and Social Prescribing

Support Volunteer Linguists to develop new skills and increase confidence

SUMMARY SIS Health Promotion Project is working with 35 voluntary linguists in 19 languages. SIS achieved Investing in Volunteers and maintains very high levels of volunteer satisfaction. Volunteers are delivering an increasing level of social prescribing help. Bilingual Community Navigators are taking on more complex social prescribing cases identified by volunteers through triage. There is evidence of increased knowledge amongst service providers about SIS social prescribing work. There is under representation of some core languages in the uptake of social prescribing services. Case studies evidence the positive impact of social prescribing on services users practical, emotional and social issues. SIS is using the website and social media platforms to provide accessible translated information and for health campaigning. SIS volunteers make an invaluable contribution to public service consultations on behalf of their communities. Main development aims Sustainable delivery of social prescribing by volunteers and bilingual community navigators. Increase understanding of the reasons for under representation in some core languages. Increase assertive outreach to language communities. Develop volunteering opportunities for Service Users.

Increase the amount and range of translated material available to Service Users. Facilitate service users to engage directly in public service consultations.

VOLUNTEERING

Recruitment

Autumn 2015 Spring 2016 Autumn 2016 Autumn 2017 Autumn 2018

applications 27 15 17

interviewed 19 14 14 7 12

recruited 14 7 11 5 7

retained beyond initial 6 months 9 5 8 2 n/a

All have references and are DBS checked Committed to 3-4 hours per week for a minimum six month period All attended a SIS induction and 2 x half day training in Social Prescribing and Health Awareness (MECC) 3 x peer support sessions and one to one support from the Projects Coordinator

Satisfaction levels

SIS achieved “Investing in Volunteers” in February 2018 – attesting to excellent practice in our work with volunteers

96% of VLs said the support offered by SIS is was excellent or good

SIS Volunteering has a NET promoter score of 68

The three things volunteers liked best about SIS were

Friendly staff and family atmosphere

Organisational culture and values

The range of services on offer

“My experience as a Volunteer Linguist at Sussex Interpreting Services was amazing, life changing and unforgettable. I can't find the

proper words to express my gratitude for everything that happened to me since I met this extraordinary team. Thank you for teaching

me about the" special "safe space creation, gentle guidance, care, respect and for sharing with me anything else I needed to know

about the Health Promotion Project you conducted.”

“I always felt I needed more knowledge of services to be able to work properly with the varied requests from the users. They come with

questions sometimes I find very difficult to answer (even after researching on the internet) or impossible. Luckily our coordinator has a

vast experience on the field and is able to help.”

Training and CPD Opportunities

CPD opportunity offered to Volunteer Linguist Provider Date

rough sleeping or homeless Brighton Charity Link Project April 2018

4 x RSPH courses in Health Promotion and Behaviour Change BHCC May – July 2018

Carbon Monoxide Awareness Workshop Gas Safe Charity June 2018

Cancer Prevention and National Cancer Prevention Screening Cancer Research UK July 2018

Friends Against Scams awareness session National Trading Standards

and Possability People

June 2018

Mindful Eating BHCC June 2018

“Changes That Last” Domestic Abuse Training RISE June, July and Sept

Teaching Adults in the Community WEA July 2018

Creative Recycling Workshops University of Brighton July 2018

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Delivery Timeliness Accessible Responsive Information Quality

% Satisfaction levels

2018 2016

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% exceeded or matched expectations

2018 2016

4 x courses in relation to Substance Abuse Pavilions July and Sept 2018

'Engaging Clients in Learning and Work BHT Sept 2018

Training and Briefing Provided by SIS Guest Speaker Date

Briefing about the Friends Centre The Friends Centre April 2018

Briefing about the CCG CCG June 2018

Training about Supporting SUs application for

Universal Credit

Jayne Knight

(specialist trainer)

July 2018

Briefing about the Survivors Network Survivors Network Sept 2018

Briefing about the Sussex Beacon Sussex Beacon Sept 2018

Universal Credit Training with Jayne Knight

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What topics for future training/briefing are you most interested in?

Volunteering for Service Users

Project Manager attends the City Volunteering Partnership

Project Coordinator attends the Volunteer Coordinators Forum

April 2018 Met with Sue Shaw (Volunteer Centre) and Will Anjos (Volunteering Matters) about potential for SIS Service Users to volunteer

May 2018 Audit of “Volunteering Plus” to identify opportunities that could transcend the language barrier

June 2018 SIS delivered a workshop to the Volunteer Coordinators Forum in partnership with Sue Shaw and Lucy Bryson (Community Safety manager

BHCC) on “Working with Volunteers from Overseas”

Collected data from attendees about their volunteers with additional languages

July 2018 Co-produced a section about Volunteers from Overseas on the Community Works website

Sept 2018 SIS Service User Day in partnership with the Neighbourhood Care Scheme → 6 x Service User volunteers for NCS

Recommendation / Action Plan

1. Survey with VCF members to collate an overview of the current picture for volunteering with migrant communities and understand the

potential support needs of organisations in working with our service users

2. Community Research project in partnership with TDC about BME volunteering

3. Deliver a volunteering event in partnership with TDC

4. Identify roles within SIS for Service Users to volunteer

5. Seek additional funding sources for a project to support organisations to work with SIS Service Users as volunteers

https://www.bhcommunityworks.org.uk/voluntary-sector/volunteering/good-practice-guide/inclusion/volunteers-from-overseas/

SOCIAL PRESCRIBING

April 2018 – September 2018 Target outputs (based on actual outputs 2017-18)

Actual outputs

Number of support sessions (by phone or in person) 110 108

Number of Languages supported 18 17

% external referral (when known) 25% 59%

Facilitated referrals 40 21

Languages

HPP has 27 Volunteers speaking 18 different languages. Most of the “core” languages in Brighton and Hove are represented

SIS recruited volunteers in Italian (as per recommendation 1 – 2017-18)

There was 0 uptake for Social Prescribing in 5 languages – Italian, Lithuanian, Czech, Greek and Romanian

There was uptake in 2 languages for which we have no volunteer – Wollof and Tigrinya (not core languages, supported by interpreters)

When uptake is compared to Community Interpreting over the same period, there are some languages which are under represented

for Social Prescribing – Bengali, Italian, Cantonese, Mandarin, Turkish, Romanian, Sorani

Audit of Community group contacts leading to improved communication with target communities and leaders (as per recommendation

3 - 2017-18)

Arabic 40 Hungarian 4 Romanian 0 Bengali 2 Italian 0 Russian 9 Cantonese 1 Lithuanian 0 Slovak 1 Czech 0 Mandarin 2 Spanish 15 Farsi 7 Philipino 1 Tigrinya 1 French 3 Polish 3 Turkish 2

Greek 0 Portuguese 14 Wollof 3

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% Social Prescribing Uptake compared to Interpreting uptake April 2018 - Sept 2018

SP uptake CI uptake


6. Targetted recruitment of Sorani speaking Volunteer/s (Sorani has become a core language in 2017-18)

7. Non-targetted recruitment of other languages if an interest is shown

8. Investigate potential reasons for under representation in some languages

9. Increased promotion of services to communities of the under represented languages

10. Continued use of Community Interpreters to meet needs in other non-core languages

Where did you hear about SIS Bilingual Social Prescribing and Drop In?

All Service Users are asked “Where did you hear about the SIS Social Prescribing Service and/or Drop In?” (as per recommendation 1 –

2017-18)

SIS has had targeted meetings or given presentation to promote social prescribing on 14 occasions (as per recommendation 2&3 –

2017-18)

SIS has continued to attend forums and events (see outreach and networking page …)

Details of SIS workers or publicity

SIS Linguists 23

SIS staff 5

SIS AGM 1

SIS Mailing 2

SIS Facebook page 1

SIS Website 1

Where did you hear about SIS Social Prescribing Service?

%

SIS workers or publicity 33 41

Friend/colleague 18 22

Another Service 30 38

Details of “Another Service”

CAB 6

Health Visitors 6

GP surgery 2

Job Centre 2

Friends Centre 2

Support Worker 2

BMECP Centre 2

MIND 1

B&H Wellbeing Service 1

Community Base 1

Community Venue 1

Council 1

Physiotherapist 1

Family Information Service 1

Month Presentation/Briefing about Social Prescribing

April Possibility People

BHCC Healthy Living Take Part Team

May East Sussex Fire and Rescue Service

Volunteering Matters

June B&H Wellbeing Service (SPFT)

Springwell Project (SPFT)

Tarner Bilingual Families Group

Adult Social Care (Central team)

July Volunteer Coordinators Forum

Ambigo

MIND

August Neighbourhood Care Scheme

September Network of International Women

Voices in Exile


1. Continue to deliver targeted promotional presentations to interested organisations / stakeholders

2. Use data collected in SIS surveys to encourage other frontline health staff to make referrals e.g. Health Visitors

3. Maximise on partnership working with TDC, Impetus Community Navigators and Neighbourhood Care Scheme

Main Issues and Facilitated Referrals

The main issues continue to be housing, finance and immigration.

Immigration referrals have become easier since ViE have reopened and University of Sussex if also offering free advice

Thresholds for referrals and existence of services change frequently

SIS has set up a referral pathway to Digital Support Workers based in Job Centre Plus to help with Universal Credit

SIS has met with Money Advice Plus to look at efficiencies and shared resources for the two drop in sessions (as per recommendation 1

– 2017-18)

There is a growing confidence within the volunteers, as a result of experience and training, to deal with issues without the need for

onward referrals e.g. provision of factual information about finance, benefits and utilities (as per recommendation 1 – 2017-18)

It remains challenging to engage service users in health promotion conversations despite additional MECC training for volunteers (as

per recommendation 5 – 2017-18)

Many service users present with complex needs which require more intensive support.

Barriers to facilitated referral exist because of a lack of services or strict eligibility criteria.

Piloted systematic 6 month follow up calls but this had a poor return on resources result (as per recommendation 3 – 2017-18)

Developed CN+ service with Impetus as lead partner – launching in October 2018 (see Bilingual Community Navigation page …) (as per recommendation 4 – 2017-18)


1. Continuous Professional Development for Volunteers to increase knowledge and ability to offer support

2. Continue to investigate methods for maintaining engagement with Service Users beyond the resolution of the main presenting issue

3. Develop a new volunteering role as “activity buddy” to support service users to attend clubs, groups and activities where a Community

Interpreter would not be appropriate

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Comparisons of Main Issues for 6 month periods

Apr to Sept 2018 Oct 2017 to Mar 2018 Apr to Sept 2017 Oct 2016 to Mar 2017

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Facilitiated Referrals April-Spet 2018

Case Studies

Farsi speaker M M made 3 visits to the SIS drop-in service

Description of social prescribing activity (100 words) Help to challenge a Penalty Charge Notice. Help with Utilities because of difficulties paying

completing online “Essentials Tariff form” to receive reduced water bill in line with low household income and receipt of benefits

supported query re Warm Home Discount Scheme application

support to cancel TV licence payment commitments Help with managing debt

form filling re payment plan for debt arrears

support contacting debt collection company

support making application for Discretionary Social Fund

What difference or impact did social prescribing support make? “I am under a lot of pressure. I have a lot of things to do within my family; I have to support my husband who has a long term health condition and I have a teenage son to look after. I can’t speak to organisations with my level of English and family commitments therefore SIS has relieved a lot of this pressure for me. I feel consistently less stressed as I have regular support from SIS. I feel more connected and more supported- this is very important for me and my family as a whole. My family and I rely on the support from SIS as do other people from my community. I think the support offered is varied and I have had all my requests dealt with professionally and empathically. Many different people at SIS have helped me at times with urgent, stressful situations like my council tax, emergency accommodation, benefits and bills. This support has been vital and timely and made my family more secure. I have more confidence with using public services and organisations in the city. A big, positive life change has been complimented by the support from SIS. My son is doing well in school and I look forward to building our lives now that we are in a much more stable and positive position than before.”

Which Better Care outcomes has the social prescribing support contributed to?

Please Tick Prevention Outcomes Personalisation Outcomes

I am enabled to remain independent for as long as possible

I feel better with the specialized and sensitive support that I receive.

I am supported to have social connections and feel happy

The support has helped me and so I am more emotionally available for my family, under less stress.

I am enabled to stay well and maintain a good quality of life for as long as possible

I feel that my quality of life is enhanced by the care and support I receive

I am able to access a range of community support to help me maintain my resilience and wellbeing

Without SIS I would have to do these things myself- I don’t know any other organisations providing this kind of support. This is really important for me.

I have access to appropriate information and support to enable me to manage my long term health condition/s

I have access to timely and appropriate information when I need it

I have access to appropriate advice and support to help me to avoid harm or injury

I know what choices are available to me and who to contact when I need help

I feel fully listened to and understood when I have received support.

I receive the best possible person- centred care and support

What services do you estimate have been needed less because of social prescribing? (100 words) Debt collection agencies GP and mental health support for stress and anxiety Job Centre Plus for debt and benefit advice

What type of cost savings might this be? (100 words) £6205 Resolving financial difficulties

Lessons learnt from the case study about the social prescribing service (100 words) Increased awareness of the services Increased confidence about how to find and where to go for help

Arabic speaker B B has accessed the drop-in 6 times

Description of social prescribing activity

ESOL: Signposted to the Migrant English Project

Dentistry: Helped with filling in surgery registration form

Letter reading: correspondence regarding hospital appointments

Benefits: explore eligibility for PIP and Attendance Allowance. Referral to Age UK for help with HC1 application form (Interpreter booked)

Employment : research to take the CSCS test for construction industry work in Italian or Arabic. Fill in Driving licence application form

What difference or impact did social prescribing support make? “SIS has provided a great help in many ways – being able to access other services, knowing where to go for help. The referrals to the CAB and Age UK have been useful. You provide a great service to those people with a language need It would be valuable to have the support of a bilingual advocate – to have someone who can help to make referrals but then also attend the appointments with me and speak on my behalf because I am worried and sometimes confused. However, the support has helped me to feel generally more confident – to have the help to make phone calls in English in order to solve problems has been a great help. Life in a new country can lead feel quite isolating at times; the VL support has reduced this considerably. SIS has also helped me to develop a plan although this has been thwarted somewhat by my struggle to find work in my chosen profession.”


Please Tick

Prevention Outcomes Personalisation Outcomes


I feel that my quality of life is enhanced by the care and support I receive


I certainly feel that I have more awareness now of the community support available



Yes, the staff at the drop-in have always listened to me carefully and considerately.


What services do you estimate have been needed less because of social prescribing? (100 words) Avoided unnecessarily missed health appointments. Dentist registration enables regular check ups and therefore avoid long term

Support with applying for help with health care costs has potentially helped to ease financial burden and to ensure that the SU has equal access to health care.

Lessons learnt from the case study about the social prescribing service The SU is very appreciative of the help which Volunteer Linguists provide through the drop-in. However, we agreed that the support of a Bilingual Advocate would also be very useful for this SU to go beyond the remit of the Volunteer Linguist role. The SU commented that he would like an advocate to go to appointment and be able to speak on his behalf.

Arabic Speaker S Came once to the SIS Drop In

Description of social prescribing activity (100 words)

We helped the Service User (SU) to carry our first stage of a Personal Independence Payment(PIP) application over the phone

Referral St Luke’s Advice service with an interpreter for further help with PIP

What difference or impact did social prescribing support make? E.g. accessed a new activity, confidence increased, felt less isolated, developed a plan “I came to the SIS in a state of depression and feeling isolated – I was suffering both emotionally and physically. It made a massive difference to me to feel that people were listening carefully and genuinely wanted to help. The help led to a vast improvement in my emotional state; I had been feeling very stressed and this was adding to my physical ailments by creating psychosomatic symptoms and I needed to see the GP frequently. The help I received from SIS led me to think that life isn’t so bad; there are still people here to help. It wasn’t just the that the successful PIP application which eased the financial strain, it was also that I felt that I was being listened to. I really appreciated the follow up call from the Volunteer Linguist to check on progress of my case- this showed that SIS was still thinking of me. More services like this are needed - it makes a real difference. I wish SIS every success moving forward, making people happy and enabling them to move on with their lives.”


Please Tick

Prevention Outcomes Personalisation Outcomes


I definitely feel that my quality of life is enhanced by the care and support I receive. Not just a little; this has made a big difference.


Yes, a big contribution from SIS and this has been extended by the support provided by St Luke’s



I have access to appropriate advice and support to help me to avoid harm or injury

I know what choices are available to me and who to contact when I need help


What services do you estimate have been needed less because of social prescribing? (100 words) debt repayments and finance management GP visits as a result of physical signs of stress and anxiety

Lessons learnt from the case study about the social prescribing service (100 words)

We can clearly see the importance for someone to feel that they are being listened to and taken seriously.

It is also clear that following up to check on the progress of someone’s situation is also very important

The timing of when help is provided is very important and can really help to prevent a rapidly worsening escalation of a service user’s situation

The whole process of applying for PIP would have proved extremely challenging for this service user without this kind of support

BILINGUAL COMMUNITY NAVIGATION

Funding received for Community Navigation Plus Project (CN+) in July 2018 Three year partnership led by Brighton & Hove Impetus formed to address issues around access to Specialist Social Prescribing for people facing some of the poorest health outcomes; BME people, people with language support needs, Gypsies, Roma and Travellers, Trans people, and people living in deprived neighbourhoods. Partners are LGBTQ Switchboard, Trust for Developing Communities, Friends Families and Travellers and Sussex Interpreting Services CN+ is an enhancement to the social prescribing aspect of SIS Health Promotion Project. It is challenging for volunteers to take on case work and offer continuity to service users. Some service users have multiple complex needs which require more motivational support and guidance. Bilingual Community Navigators are trained, professional, sessional case workers with experience and expertise in interviewing, research, record keeping and collecting/providing evidence. They will work with people for an average of 8 hours. All referrals for CN+ will be triaged through HPP where volunteeres will undertake an initial needs assessment and decide, with the support of the Project Coordinator, whether to make an onward referral to CN+. BCN and volunteers will work closely together to deliver social prescribing according to the needs of the service users.

Project Coordinator Ben Williams, briefing Community Interpreters

Bilingual Community Navigation Team

HEALTH PROMOTION

Maintenance of the accessible Language Pages on Website www.sussexinterpreting.org.uk

Added Italian as an additional language to the website (as per recommendation 2 2017-18)

Continued research of translated resources for website

Coordinator of National and Local Health Campaign across SIS website and social media (as per recommendation 3 2017-18)

o Stop smoking

o Skin cancer

Discussed structure of a translated/bilingual “maternity information pack” with Candy Barratt specialist BME health visitor (as per

recommendation 2 2017-18)


1. Continue collaborative work on creation of language specific maternity information packs

2. Create Sorani language pages for the website and Facebook

3. Coordinate with national health promotion campaigns

4. Testing translation apps and tools for ad hoc, informal engagement of people with language needs by health promotion organisations

OUTREACH AND NETWORKING

Raising the profile of SIS within the public and community sector

Increased involvement with relevant networks and new partnerships

Increased engagement with community groups and attempts to visit and attend their meetings (as per recommendation 1 2017-18)

Work with Voices in Exile on their migrant awareness training programme (as per recommendation 3 2017-18)

Events Attended

Event or Forum Organisation # VLs

ESOL Providers Network Project Coordinator

Coffee and Croissant Networking Community Works Project Manager and Volunteers

City Volunteering Partnership BHCC Project Manager

Volunteer Coordinators Forum Community Works Project Coordinator

http://www.sussexinterpreting.org.uk/

City Wide Connect Possability People Project Coordinator / Project Manager

Social Prescribing Network Community Works Project Manager

Health and Social Care Network Community Works Project Manager

Racial Harrassment Forum Independent SIS Director

Refugee and Migrant Forum BHCC SIS Director

Health Promotion Network BHCC Project Manager

Refugee Week Event Crossing Borders SIS Director


1. Development of Assertive Outreach techniques (via partnership with Friends, Families and Travellers through DoH bid)

Refugee Week Event at Brighton Dome

CONSULTATIONS AND REPRESENTATION

It is very important that we are attending these consultations… such meetings are often dominated by middle aged, or elderly white men who

speak with clarity and a socio-cultural confidence which risks drowning out other, just as worthy, voices. One of my colleagues commented ‘I

think they’re a bit more important than us’ even though he is a well educated and professional person - how is the average working class BME

citizen going to feel like?

Arabic/Portuguese/Spanish Speaking VL

Consultations

Date Topic Organisation # VLs

May 2018 Use of the South Downs National Park Changing Chalk Survey (5 VLs known to have completed)

June 2018 Dementia TDC 15

July 2018 On-line medical consultations MIND Live 2

July 2018 Food Poverty B&H Food Partnership 1

July 2018 Brighton General Hospital redevelopment SCT Survey

July 2018 Smoking Cessation Albion in the Community 3

July 2018 Employment TDC 9

Aug 2018 Welcome to the UK leaflet SCT Survey (4 VLs known to have completed)

Aug 2018 On-line medical consultations CCG Survey (8 VLs known to have completed)

Aug 2018 Hospital Discharge Healthwatch survey

Aug 2018 Aging Well BHCC Public Health 0

Sept 2018 A&E and Urgent Care CCG 4

Sept 2018 On-line medical consultations TDC 9 The organisations conducting the research and hosting the consultations have published their findings with SIS contributions included.

Service User Day

We held a fantastic SIS Service User Day attended by 40 people speaking 7 languages facilitated by Bilingual Community Researchers. Lots of fun and laughter and a wonderful lunch from www.cardamompod.co.uk helping to make it a really social community event.

https://www.cardamompod.co.uk/

Great, inclusive participation from attendees helping to design bespoke fliers for The Neighbourhood Care Scheme and pledges made for distribution and promotion of materials The NCS recruited 6 new volunteers for the befriending project. SIS services users explored the SIS website and our language specific pages, 8 people have expressed an interest in IT courses with [email protected] SIS services users also shared the story of their relationship with SIS and our impact on their lives.

SIS Service User Day


Develop learning from the SIS Service User Day and other Community Research to help Service Users form reference groups to feed directly into public consultations

mailto:[email protected]

sussex interpreting services - interim report for health promotion project … · 2019-03-02 ·...

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