Performance Standards for Project Worker (Registered Care Home)

The seven key performance areas relating to support are:-

1. Professional accountability and communication
2. Addressing individual needs through assessment and support planning
3. Promoting engagement with service and social networks
4. Promoting good health: mental and general health
5. Promoting good health: substance misuse
6. Promoting diversity
7. Promoting community participation and citizenship

The five key performance areas relating to housing management are:-

1. Effective licence management
2. Effective rent and arrears management
3. Health and Safety
4. Effective void management

A) Performance Standards relating to support

1. Professional accountability and communication

Detail and examples:

Demonstrates knowledge of all relevant legislation, policies and procedures
Maintains a professional image both internally and externally through punctuality,
appropriately preparing, dressing appropriately and delivering agreed actions
Information is recorded, kept and provided in accordance with the Data Protection Act
(1998), and in the best interests of clients
All information, reports, support planning documents and applications, including
computerised records, are factual, accurate, in plain English and recorded or
submitted on time
Takes responsibility for professional development by attending training, preparing for
supervision and appraisal, providing appraisal feedback for colleagues
Promotes a safe and welcoming environment to all clients, visitors, contractors,
Participates in organisational communication and development e.g. reading Bulletin,
Core Brief, responding to consultations (e.g. Annual Staff Survey, procedures)
Invites feedback from clients, neighbours and external partners as opportunities to
learn and improve
Maintains and shares up-to-date local information and named contacts within other
agencies, e.g. substance use, mental health probation, outreach
Understands how to contact appropriate services in a crisis e.g Safer Neighborhoods
team or other local police team, On-Call Manager, 999
Sets and maintains appropriate professional boundaries with all clients, staff,
volunteers and contracts

1
Measures of success:
Positive feedback e.g. appraisal, audit, commissioner review, informal NB.
applies to all performance areas
Evidenced in staff Support and Supervision and Case Callover
Good performance on targets

2. Addressing individual needs through assessment and action planning

Detail and examples:
Clients are thoroughly assessed for their suitability for the service according to
organisational and local procedures
First keywork meeting takes place one week after the client has moved in/started
receiving the service
Risk Assessments should be completed according to the procedure
Outcomes Stars and Action Plans are reviewed and developed in the first four weeks
and at least every three months or more frequently as necessary
External services are meaningfully involved in support planning, e.g. 3 way meetings
Openly discusses assessments with clients, using keywork skills, motivational
interviewing techniques, coaching
Shares keyworking best practice through team meetings and peer support sessions.
Measures of success:
Maximum possible positive outcomes achieved e.g. use of time, health, hospital
admissions
Case management reports show documents updated in a timely fashion
Support planning documents are comprehensive and of a high quality
Changes in clients need levels are accurately recorded and appropriately
responded to

3. Promoting engagement with service and social networks

Detail and examples:
Explains to client at booking in the service offered and expectations for engagement
Establishes and maintains a positive working relationship with clients
Knows and promotes relevant services and cultural and community networks

Accompanies clients to appointments

Encourages clients to get involved in activities at their local service and to access
client involvement activities
Monitors and addresses social contact issues with clients e.g. isolation, visitors,
friends
Measures of success:
Maximum improvement in Outcomes Star scores for Social Networks and
Relationships
Clients are engaged with relevant internal and external services
Performance reports and quality audit indicate good performance in client

2
 involvement
4. Promoting good health: mental and general health
Detail and examples:
Ensures all clients are registered with a local GP and Dentist as well as other primary
care practitioners as necessary
Notices and appropriately challenges unhealthy practices and ensures health risk
behaviour is discussed and recorded
Ensures information regarding health issues and specialist health practitioners is
available
Maintains ongoing liaison with specialists involved in care
Ensures that local health events are promoted and participated in
Measurements of success:
Maximum improvement in Outcomes Star scores for Emotional and Mental
Health
Clients are linked in and engaging with appropriate services (eg: CMHT)
Opal reports indicate 100% clients registered with GP

5. Promoting good health: alcohol misuse, smoking

Detail and examples:
Promotes and embed harm minimisation
Support plans reflect planned outcomes in managing alcohol misuse
Assists clients to explore a range of options to reduce or cease smoking
Actively seeks and participates in liaison and partnership working with specialists
involved in care
Reduces tobacco usage among clients by promoting and supporting the use of
nicotine patches and gum
Reduces alcohol usage by promoting and supporting weaker options, storage of
alcohol in staff office, daily budget for alcohol

Measurements of success:
Reduction in falls, seizures, liver damage and hospital admissions

6. Promoting Diversity

Detail and examples:

Encourages clients to participate in celebrating events of different cultures
Supports clients to follow their spiritual beliefs and identify their spiritual needs,
considering the potential impacts on their health and well being
Supports clients to gain a greater understanding of different cultures, groups and the
individual needs and aspirations of others
Encourages clients to share their opinions and experience in a way that is respectful to
the opinions/sensibilities of other clients and staff
Tailors support plans to address individual difficulties in expression and understanding

3
 Constructively and sensitively challenges inappropriate treatment of other staff and
clients
Constructively advocates with partner agencies for the diverse needs of our clients
Maintains an up-to-date knowledge of the changing needs of client groups and
individuals and actively seeks out support networks to meet and inform St Mungos
practices as well as individual client needs
Provides a service that meets legal requirements (such as the Disability Discrimination
Act) and St Mungos Diversity and Inclusion Policy
Raises awareness of bullying and harassment and supports clients to report any
issues.
Measurements of success
Evidence that Diversity has been addressed in Case Callover
Client involvement activities incorporate diversity events from diversity
calendar

7. Promoting Community Participation and Citizenship

Details and examples:
Promotes involvement in local and organisational client involvement activities
Ensure clients are aware of local Police teams role and purpose
Encourage clients to register to vote
Encourage local community involvement activities
Ensure clients are aware of what ASB is and how issues are managed in the service.
Address matters of ASB with clients and ensure rights, and responsibilities and
consequences are discussed.
Maintain liaison with local police team and reports matters of internal and external
ASB
Measurements of success:
Evidence that citizenship has been addressed in Case Callover and from Opal
recording
Maximum amount of clients possible registered to vote
Performance Standards relating to Housing Management
1. Effective licence management
Details and examples:
Books clients in effectively and in line with procedures, including the following:
o explains rights and responsibilities for a St Mungos residency
o explains the purpose and scope of the service
o explains what they can expect from the service
o explains rent, payment methods and implications of non-payment
o explains expectations around levels of engagement
o explains the Complaints, Suggestions and Compliments process and client
involvement
o explain licence and house rules

4
 Issues keys and inducts clients into emergency and security procedures
Completes an inventory with client upon moving in
Measurements of success:
Low arrears
Low numbers of warnings issued
4. Health and Safety
Details and examples:
Assesses the risk to self and others of situations e.g. accompanying clients
Performs first aid where necessary
Identifies situations which are potentially harmful to individuals and takes action to
address them
Documents all assessments, findings, incidents and accidents
Mediates and resolve disputes.
Follows lone working procedure
Contractors are made aware of the local operating environment and risks
Demonstrates awareness of business continuity plan (BCP)
Demonstrates awareness of building based risk assessments and fire risk
assessments
Demonstrates awareness of safeguarding and how to report
Awareness of local daily/ weekly /monthly health and safety procedures and
requirements
Promptly arranges for repairs and health and safety issues to be remedied, following
relevant procedures reporting urgent repairs.
Measurements of success:
Minimal incidents as indicated by annual HR report
Repairs carried out to timescale according to Property Services time frames
Safeguarding concerns are effectively responded to
5. Effective void management
Details and examples:
Effectively manages the void process in line with procedures, including the following: -
o informs the relevant referral agency of the impending vacancy within 24 hours
o collects keys at the end of a residency
o Void room/flat check to be completed and maintenance issues reported within
2 days of client leaving
o Ensures room is cleaned and inventory taken
Measurements of success:
Void time is kept to a minimum