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Adult social care performance and quality assurance

Mark Jones made this Freedom of Information request to Norfolk County Council

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Dear Norfolk County Council,

I'm order for your local residents to have confidence in the work of your adult social care teams the staff are audited and assessed by their line managers against appraisal criteria and performance indicators.

1. Please provide a blank copy of the appraisal criteria used for adult social care staff members (e.g. Social workers).
2. Please provide details of the performance indicators which the work of the teams and individual practitioners are assessed/audited.
3. Please provide copies of any other quality audit frameworks used to quality assure the work of social care team members.
4. Of all requests for new social care assessments under the Care Act how many were completed within 28 days from date of initial contact?
5. In the past 12 months (or 2017-18 financial year) how many formal complaints were received by the adult social care teams?
6. Of the above how many progressed to stage 1 of dispute resolution?
7. How many complaints or disputes were referred to or lodged with the local government ombudsman?
8. If you monitor adult social care practitioner performance using a tool please provide a copy of this tool.

Yours faithfully,

Mark Jones

Information Management, Norfolk County Council

5 Attachments

Good Morning,

 

Freedom of Information Act 2000 – Information Request ENQ-253467-Y2D3D1

 

Thank you for your request for information under the Freedom of
Information Act 2000 received on 17 July 2018.

 

Lewis Freeman will be dealing with your request.
 
We have up to 20 days in which to deal with your request. If we require
clarification regarding your request, we will contact you to explain this.
The 20 working day period will then start from the day that we receive
your clarification.
 
You will also be informed in advance if there is a charge for supplying
copies of the information.

 

Please also be aware that, if the requested information contains
references to any third parties, we may need to consult these individuals
about the release of their personal data before making a decision whether
or not to release the information to you.

 

We will also provide an explanation if any information is not released to
you.

 

Should you have any queries regarding your request, please contact the
team by email [1][email address] or by telephone
01603 222661.

 

Yours sincerely,

 

Sarah Cooper, Business Support Assistant

Information Compliance Team

Dept: 01603 222661

Room B18, County Hall, Norwich

[2]Norfolk County Council   [3]Twitter[4]Facebook[5]Web

[6]Campaign Logo

 

 

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Information Management, Norfolk County Council

3 Attachments

Dear Mark

 

Freedom of Information Act 2000 –Information Request ENQ-253467-Y2D3D1

 

I refer to your request for information dated 17 July 2018.

 

 1. Please provide a blank copy of the appraisal criteria used for adult
social care staff members (e.g. Social workers).

 

Please see attached

 

 2. Please provide details of the performance indicators which the work of
the teams and individual practitioners are assessed/audited.

 

Please see attached NCC’s Adult Social Services Supervision Procedure,
which is based on the [1]Standards for Employers of Social Workers in
England (standard 5). 

 

Specific standards to Adult social care staff members are not explicitly
mentioned in NCC’s Performance Development Framework, however, the
framework is used by adult social care employees (in the same way for all
NCC employees) for reviewing their performance development –

 

·         Establish clear goals and expectations in work, aligned to
organisational plans.

·         Identify and maximise the strengths of an employee’s
contribution to their service and NCC as a whole.

·         Plan for the development of skills and experience, including
work-led opportunities like projects and secondments.

·         Have meaningful, regular discussions to review performance and
future development plans

 

 3. Please provide copies of any other quality audit frameworks used to
quality assure the work of social care team members.

 

Please see attached NCC’s Adult Social Care Practice Quality Assurance
Framework.

 

The main professional standards for social workers in Adult Social Care
are the [2]Knowledge and Skills Statement for Social Workers in Adult
Services (KSS) and the [3]Professional Capabilities Framework (PCF). There
are also other standards that social workers have to commit to as part of
their registration with the HCPC, such as the standards for continuing
professional development and standards of conduct, performance and ethics
– but these are not specific to social work, they apply to all HCPC
registrants ([4]http://www.hcpc-uk.org/aboutregistration...).

 

 4. Of all requests for new social care assessments under the Care Act how
many were completed within 28 days from date of initial contact?

 

In the year spanning 1 April 2017 to 31 March 2018:

o 3,033 assessments were started that were completed within 28 days of
the relevant 'contact'
o 2,970 assessments were started that were not completed within 28 days
of the relevant 'contact'.

 

This data relates to all service users, of all ages and primary support
reasons

 

 5. In the past 12 months (or 2017-18 financial year) how many formal
complaints were received by the adult social care teams?

 

482

 

 6. Of the above how many progressed to stage 1 of dispute resolution?

 

482

 

 7. How many complaints or disputes were referred to or lodged with the
local government ombudsman?

 

29

 

8. If you monitor adult social care practitioner performance using a tool
please provide a copy of this tool.

 

We do not have a dedicated tool to monitor social care practitioner
performance.

 

If you are dissatisfied with our handling of your request you have the
right of appeal through the Council’s internal review procedure by setting
out the grounds of your appeal in writing to:

 

[5][email address]

or Information Compliance Team

Room B18

County Hall

Martineau Lane

Norwich

NR1 2DH

 

An appeal should be submitted within 40 working days of the date of this
notice and should be identified as "FOI Appeal".

 

If you are dissatisfied after pursuing the complaints procedure, you may
apply to the Information Commissioner under Section 50 of the Act for a
decision whether your request for information has been dealt with in
accordance with the requirements of Part I of the Act.  Refer to the ICO
Website at: [6]https://ico.org.uk/concerns/ for advice on how to report a
concern.  Or you can write to them at:

 

First Contact Team

Information Commissioner's Office

Wycliffe House

Water Lane, Wilmslow

Cheshire

SK9 5AF

 

Yours sincerely

 

 

 

Lewis Freeman

Information Compliance Officer

Information Management Service

Norfolk County Council

County Hall

Martineau Lane

Norwich

NR1 2DH

 

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We don't know whether the most recent response to this request contains information or not – if you are Mark Jones please sign in and let everyone know.