Performance Standards for the Client Involvement Team

A. The performance areas related to promoting client involvement includes:

1. Is accountable.
2. Continuously improves and promotes client involvement at St Mungos.
3. Ensures clients are involved in all key organisational decisions and participate fully in
external consultation events.
4. Coproduces St Mungos client involvement initiatives.

B. The performance area relating to volunteer management is:

1. Recruits, motivates and supports high quality volunteers.
2. Volunteers have personal development plans and access to appropriate training.

C. The performance areas relating to financial and resource management is:

1. Maintains robust financial management.

A) Performance Standards relating to promoting client involvement.

1. The performance areas relating to accountability includes:
Details and examples:

Promotes St Mungos and the service when dealing with external agencies through
maintaining appropriate professional standards. This will include being punctual, being
appropriately prepared and delivering agreed action plans.
Attends all relevant St Mungos meetings on time and is appropriately prepared.
Actively participates in meetings. Makes appropriate arrangements when not able to attend.
Chairs meetings effectively: setting an agenda, being adequately prepared, ensuring all
attendees are adequately informed, keeping to timescales and ensuring actions are
minuted.
Adequately prepares for annual appraisal and support and supervision sessions.
Provides a service that meets legal requirements and St Mungos own Diversity and
Inclusion Policy and Procedure.
Complies with all relevant health and safety and safeguarding procedures.
Information is recorded, kept and provided in accordance with the Data Protection Act
(1998), St Mungos Data Protection policy and procedure, and in the best interests of clients.
Professional Boundaries are adhered to at all times.

In addition, the Outside In Manager:

Deputises, when necessary, for the Head of Business Excellence.

Measures of Success
Positive feedback from clients and other internal and external stakeholders as part of
appraisal
No complaints or legal challenges in relation to Data Protection, Diversity and
Inclusion, Safeguarding and Health and Safety requirements
2. Continuously improves and promotes client involvement at St Mungos.
Details and examples:

Promoting client involvement

Provides regular updates in the Bulletin and Core Brief on client involvement initiatives (at

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 least 4 a year).

Developing Outside In
Regularly recruits to Outside In
Keep Outside In members updated on activities on a weekly basis
Accurately records Outside Ins activities and outcomes within 5 working days
Supports Outside In Members to access further voluntary and vocational opportunities both
internally and externally.

Continuous Improvement
Assists the Head of Business Excellence in developing the client involvement section of the
Business Excellence workplan.
Maintains awareness of new developments and practices in other teams, organisations and
publications and implements, where relevant, at St Mungos.
Project plans new initiatives to ensure they work to realistic timescales and build in an
evaluation period.
In addition, the Outside In Manager:
Works with the Head of Business Excellence in producing an annual review of Client
Involvement.

Measures of Success
Both clients and staff are kept well informed about the latest client involvement
initiatives through the Core Brief and Bulletin and other media
Positive feedback from clients and other internal and external stakeholders as part of
appraisal
There is a clear Client Involvement Strategy and workplan which will continuously
improve and develop Client Involvement at St Mungos.

3. Ensures clients are involved in all key organisational decisions and

participate fully in external consultation events.
Details and examples:

Consultation and Coproduction events

Organise regular meetings between Outside In and key teams within the organisation to
enable consultation and dialogue.
Supports Outside in members to participate in external consultation events.
Arranges the payment of travel expenses and refreshments, as appropriate
Provide training and support to Outside In members so that they can contribute fully to any
consultation opportunities.
Manages group dynamics to ensure everyone gets an opportunity to contribute.

Directors Meetings:
Organises monthly Directors meetings for Outside In.
Ensures the minutes are written up within two weeks of the meeting and disseminated to
Outside In.
Follows up any actions arising to ensure they are completed

Client Advisory Board

Support the Head of Business Excellence with the smooth running of the Client Advisory

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 Board.

Recruitment
To be added in

Measures of Success
There is clear evidence of how Outside In and other clients have influenced all key
organisational strategies, developments and policies and procedures.
4. Coproduces client involvement initiatives at St Mungos.
Details and examples:

Supporting Teams to develop a Client Involvement Culture

Reviews the client involvement toolkit with Outside In on an annual basis and promotes it
widely.
Co-facilitates half day client involvement training sessions with Outside In.
Supports Outside In to provide ad hoc support and advice to teams on request, for example,
by attending Away Days, advising on consultation activities and ensuring client involvement
is embedded in the service workplan.

Peer Facilitators:
Trains clients to become Peer Facilitators and gain an accreditation.
Support Peer Facilitators to run training courses on site at services.

Outside In Activity Grant

Promotes the OI Activity Grant 4 times per year.
Set up a decision making panel of Outside In Members.
Lets applicants know of the final decision within 7 working days of the panel meeting
Ensures all OI Activity Grant projects are monitored to ensure money was spent as agreed,
the activity was well-attended and client feedback was positive

Client Festival:
Supports Outside In to project plans an annual client festival
Oversees stalls, workshops, decoration, entertainment, goody bags and refreshments as
appropriate
Complete and review and evaluation of the success of the conference.

Measures of success
St Mungos has a well-developed client involvement culture where all services have
client involvement as part of their team workplan.
There is a continuous pool of active Peer Facilitators to promote the client
involvement ethos.
The Outside In Activity Grant has a high number of applications and funds a range
of successful, client-led initiatives.
The client festival has a higher take up year on year and positive feedback is
received from all who attend.

B) Performance standards relating to Volunteer Management

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 1. Recruiting, motivating and supporting high quality volunteers.
Details and examples:

Participates in the recruitment, selection and induction of new volunteers at the service and
complies with St Mungos volunteers recruitment procedures.
Volunteers are supported to identify their own Individual development plan to enable
positive move on and Recovery
Updates role descriptions and person specifications before recruiting.
Exercises a high level of diligence in the selection of the most appropriate volunteers
Provide all volunteers with a full induction in accordance with procedures
Ensures all diversity policies and procedures regarding recruitment, selection and volunteer
support and management are adhered to.
Carries out regular support and supervision meetings, in accordance with the Volunteer
supervision procedure.
Takes responsibility for the proactive and positive management of any change which affects
volunteers.
Ensures all health and safety legislation and procedures, such as Lone Working, etc, are
strictly adhered to.
Ensures that data protection legislation and procedures are strictly adhered to.
Checks and authorise volunteers' expenses claims promptly in accordance with St Mungos
procedures.
Deals promptly and consistently with emerging and existing volunteer issues/problems in
line with St Mungos volunteer procedures.

Measures of Success
Positive results against Upwards Appraisal Questionnaires
Ongoing positive informal feedback from team

C) Performance Standard relating to financial and resource management

1. Maintaining robust financial management.
Details and examples:

Monitors and authorises expenditure for clients and volunteers (including completing petty
cash forms and taking receipts).
Maintains an accurate and up to date record of all expenditure, including client and
volunteer expenses.

Measures of success
Balanced budget
No unanticipated overspend

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