Staff Handbook


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Induction Handbook for all staff, information book

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INTRODUCTION & PURPOSE Introduction to Staff Handbook Welcome to the staff team at Phoenix Support Ltd. This handbook has been created to give you some important information about the organisation – who we are, what we do, why we do it and what we expect from you. We hope you find this helpful as you begin your employment with us. Phoenix Support Ltd is an organisation that works in a truly person centred way and that starts with you! We believe that if we totally invest in, and support our staff, in turn our staff will be more committed to their roles and deliver excellent outcomes for the people we support across our services. During the first two weeks of your employment, you will undergo a detailed induction programme which must be completed prior to you working in the services, this will result in you completing the recognised Care Certificate framework of standards. This is important for you so that you feel confident, ready and prepared to start your role, and for us so that we know you understand what your role is about and how you will be expected to work. 3


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OUR ETHOS Phoenix Support are a flexible and adaptable organisation. We are always looking at new and improved ways of working and creative solutions to the various challenges presented to us along the way. We welcome new ideas from our staff and service users and recognise the importance of involving all stakeholders in the running and development of the organisation. Our Mission Statement, ‘Realising Potential’, applies to staff and service users alike as we believe that everyone should be given the opportunity and support to be the best that they can be, we don’t need to define it, it tells its own story and can be read and understood according to each person who reads it.. Picture by Aaron BATT (Service user) 4


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DIRECTORS SUMMARY In 1989, after travelling the world and having a career in nursing, Lorna O’Shea started her own business; she brought and renovated her first residential care home whilst living there with a small number of service users. She did everything from property maintenance to support involving the service users and in fact 3 of them still live within our services today. Lorna’s ultimate goal was to provide her tenants with a level of independence they had not previously experienced and ultimately empower them to become their own bosses. Picture by Josh Robles Lorna’s favourite part of her work has been the memories she has created with the service users. In 1993, Lorna got married and The O’Shea Partnership was founded shortly after as a family owned and run business, with her husband, Sean. There have been many challenges over the years but Lorna has never lost sight of the importance of involving the service users in the running and development of the business which prides itself on its’ ability to help people make a difference to their lives. 5


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In 2014, Lorna took the decision to split the business into two companies; Accommodation-YES who provide a range of accommodation schemes in and around Maidstone and Phoenix Support who provide the support. Lorna now runs Accommodation-YES and recruited a General Manager to run Phoenix Support Ltd but remains the sole Director of both companies. The two companies continue to work closely together in a person -centred way, to ensure that high standards are maintained throughout. “I think the company has made great progress during the last twelve months”, there is a much more positive atmosphere at the moment and everyone is working very hard as a team”. Roger Harden (Operations Manager) 6


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OUR COMMITMENT As a company we are dedicated to the quality of our service provision and to the staff we employee, this is all to ensure we can provide a truly excellent service to the people who access our support. When we ask how we are doing, we really want to know and will go to extra lengths to find out and ensure that whatever we are told changes and shapes the way we look at ourselves. We invest a huge amount of time and effort to improving as a company, we want our staff to be a part of our journey and the more you tell us the better we can all be, to help us we have invested a lot of time in gaining a recognised quality standard that continually checks our systems to prove we are doing what we say and showing anywhere we can improve, we are proud of our ISO9001 quality standard. We take your safety and that of our service users seriously, we believe the safety of a company starts at the top and feeds through its culture, everything you do reflects our promise to each other in making everything we do as safe as it can be, we are proud to work to the standards of a recognised safety management system such as CHAS (Contractors Health and Safety) Our staff are one of the greatest assets we have, without you doing the work you do it would not be possible for us to succeed. If we are doing well, it’s because you are doing better, we recognise this and are keen to find out how we do, in order that we can support you even more, that is why we have invested in the IIP (Investors In People) at gold standard this is the highest level that we could possibly go for, and in obtaining it, it highlights the way you think of us and the way you support us. In summary we are proud to work with others outside of our company to prove what we do is right, and even more so we are proud to work with you and the rest of our staff to offer undoubtedly the best service that is possible. 7


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BUSINESS DESCRIPTION Phoenix Support deliver support to people with learning disabilities, autism, mental health issues and ex-offenders. We do this in a variety of settings – residential care homes, shared accommodation and people’s own homes. We believe that everyone should be given the opportunity to progress in their lives and recognise that in order to do this, many will need support. And that support will be different for everyone and therefore offered in a way that an individual chooses it to be. As such, we do not deliver standard support packages, but tailor each and every one to the individual coming to us. In other words, we work in a person centred way. Picture By Aaron BATT 8


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COMISSIONING SERVICES Referrals. Referrals to Phoenix Support Ltd can come from a number of sources.  Social Services. (Learning disabilities team, or adult services team).  A care manager may refer someone to the service.  Mental Health. (The mental health team).  A care coordinator may refer someone to the service.  Families and/or friends. A family member or friend can refer a relative to the service.  The individual themselves can make a referral directly to the service. Most of the referrals that Phoenix Support Ltd receive are from Kent County Council (learning disabilities team), more recently we are receiving referrals from the Mental Health Team and the Autistic Spectrum Disorder Team. FUNDING. There are two types of funding that a service user may receive. SP. (supporting people). To receive SP funding a service user must be between the ages of 18 and 65, have a diagnosed learning disability and be eligible for housing benefit. SP. Funding can be used for any tenancy related support that the service user may require. For example.  Paying rent and utility bills/finances.  Health and safety (appliances etc.).  Issues with neighbours.  Complaints and suggestions.  Gardening.  Cleaning the accommodation. 10


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 Liaising with the landlord.  DIY and maintenance.  Key worker meetings.  Initial medical appointments. SIS. (Supporting independent services). To receive SIS funding the individual would require a designated care manager, or care managers assistant, from either the learning disabilities team, the mental health team or the adult services team. SIS. Funding can be used for other support requirements that the service user may require, that are not tenancy related. For example.  Social activities.  Recreational activities.  Hobbies and interests.  Trips, days out and events.  Holidays.  Visits to family and friends.  Accessing the community.  Accessing the wider community.  Religious and cultural needs.  Emotional support.  Ongoing and continuous medical appointments and treatments. You will need to know what to document when filling in daily log sheets, as this is the evidence that you will provide to prove that the service user is receiving the correct support. 11


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STANDARD 1 – Understand Your Role Your duty as a support worker - Support workers typically seek to build rapport and a good relationship with service users at the same time as offering practical assistance in fulfilling goals and achieving outcomes for everyone, with the aim of maximising independence. You may also act as a bridge between outside agencies and service users, facilitating better communication. Your roles will include. Daily living skills - You will play a big part in supporting people to plan Menus including dietary requirements and nutrition, shopping and cooking. You may help Cleaning and maintaining a safe and therapeutic personal environment, including support with Prompting with personal, care and hygiene if necessary. Finances - you will play a part in supporting people with their finances, banking, bill payments, budget planning, and savings. The tenant finance manager will assist and direct you with the service users finances. Health and safety – you will help develop safety for people, identifying potential hazards and managing the risk. E.g. road safety, safe use of all appliances, attending fire drills, observing the non-smoking policy. 14


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Medical - Your duties may include, prompting with medications, monitoring any side effects and reporting accordingly. Attending with all outside agency appointments involved in the support package Employment & Training - You will be expected to support the service user seeking all aspects of employment. Including voluntary and paid work. Researching any appropriate training or further education courses. Social recreation – is a very important part of your role to sustain emotional wellbeing and social inclusion, to ensure that the service user is aware of how to access local amenities, pubs, clubs, cafes, restaurant’s, leisure facilities including their hobbies and interests. It is also important for the service user to have access to the wider community, this may include planning trips, holidays or events. Family and friends - It is important to understand what support the service user requires, with regards to contact with family and friends, you will be expected to support the service user in maintaining links to their family and friends. This may include organising or planning visits at the home to their family home. Religion and Cultural support - You will be required to support the service user with their personal beliefs. This may include escorting them to their chosen place of worship or activities relating to their religion and cultural choices. Record Keeping - You will fill in a daily log sheets providing a detailed account of your time spent with the service user, and documenting positive outcomes and events that occur. It is vital that we document evidence of all support delivered. The daily log sheet is a legal document. 15



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