Involving Children and Young People in Service Design and Continual Service Improvement Dudley Safeguarding Children Board (DSCB) and Dudley Children and Young People Alliance (CYP) Board Guidance; Members of the DSCB and Children and Young People’s Alliance Board ratified the Dudley Children and Young People’s Participation Strategy in 2016. Which sets out the vision for the borough.

Dudley is a borough where children and young people’s rights are realised, where their views shape decisions made about their lives and those of their families.

This Children and Young People’s Participation Strategy also sets out how we implement our legal duty.

We are required by law to promote and protect children’s rights. The law also requires us to involve children and young people in our work. This is in accordance with Article 12 of the United Nations Convention on the Rights of the Child (UNCRC) which sets out children and young people’s right for their views to be listened to and taken seriously in the decisions that affect their lives.

It is therefore vital that we have effective ways of engaging and involving children and young people in our work, to ensure their views and experiences inform and influence decisions that affect their lives. Several Boards in Dudley have made this a priority and are working together to ensure the voice of the child and young person is heard loud and clear. They are the Health and Wellbeing Board, Dudley Safeguarding Children Board, Children and Young People’s Alliance and Corporate Parenting Board.

It has been agreed that we will do this by listening to what children and young people say about things that affect them and

encouraging adults making decisions to take their views and interests into account. We will use our statutory powers to undertake inquiries, and our position to engage, advice and influence those making decisions that affect children and young people.

We will publish evidence, including that which we collect directly from children and young people, bringing matters that affect their rights to the attention of decision makers, the media, children and young people presenting themselves, and other stakeholders.

Dudley Safeguarding Children Board and Dudley Children, Young People Alliance Board seeks assurance from commissioners and service providers that robust mechanisms are in place to capture, collate and use feedback from children and young people who access those services and require evidence that the feedback has influenced service improvement and design.

In a bid to standardise practice commissioners have been asked to identify how service providers are involving children and young people, supporting evidence will be reported through monitoring and review processes. Commissioners will expect agencies and organisations to demonstrate:

1) If staff within an organisation, Children, Young People or other groups have voiced an opinion and if so who? 2) What was the format of this involvement? Conversation, focus group etc.3) What were the key points raised?4) What action has been taken as a result?5) What are the improved outcomes for children and young people following change?

Guidance

This Guidance document has been developed to support organisations to achieve the best possible participatory outcomes by creating meaningful, appropriate opportunities to involve children. Meaningful participation creates an environment where the voices of children and young people are listened to in different and creative ways, it is where participation in any organisation becomes the norm and where the responsibility for the engagement of young people is assumed by all rather than one named individual.

What do we mean by participation?

A culture of participation is the way participation is embodied in an organisation. It considers:

The values that underpin participatory practice The reasons for involving children and young people When and how participation is used The extent to which children and young people are listened to and appropriate action taken

So how do we achieve our vision?

The partnership working groups who have drafted the participation strategy and supporting models have created a virtual online platform called Chatterbox. This is a closed facilitator forum developed to share best practice ideas locally regionally and nationally, encourage collaboration amongst the partnership with the aim of reducing duplication, avoiding consultation fatigue amongst children and collate all participatory activity so that it can be used by agencies, organisations and strategic decision makers. https://dudleycypfnetwork.net/ registering for Chatterbox is easy, email adam@cloudberry.org.uk with a list of email addresses for staff / volunteers you wish to register, they will receive a registration email showing a Sales Force registration page. You have 24 hours to register, after this you will need to resend your request.

Face to face support is available at a quarterly facilitator network, this is an opportunity for staff and volunteers to meet, share concerns, ideas and collaborate. Each thematic session will offer creative and meaningful activities that can be replicated by agencies and organisations. Information about future network meetings will be shared on Chatterbox and via dudleycypfnetwork.net

As a provider you will be asked by your commissioner to provide evidence as to how you have involved children and young people in your service design and improvement.

In 2011 The Department for Health produced the You’re Welcome standards quality criteria for young people friendly health services https://www.gov.uk/government/publications/quality-criteria-for-young-people-friendly-health-services the standards set out a comprehensive framework which creates an outstanding child/youth friendly service.

The You’re Welcome standards are very similar to the Hear by Rights framework developed by young people working with the National Youth Agency. http://www.nya.org.uk/

For the purpose of capturing the voice of the child and tailoring it to the voice of the child mechanisms outlined above for Dudley both frameworks have been used. You will note that the descriptors have been adapted, this has been done with young people some of whom will in the future visit providers to assess youth involvement against the criteria set out in the template that follows.

As a provider you will be asked to complete the template and submit at each monitoring and review meeting with your commissioner. It is important to note that in addition some adaptation may be required by your commissioner to reflect specific commissions or services. The reason for doing this is to assist providers to become outstanding. It will assist you in developing your youth involvement process’s and assure commissioners, DSCB and CYP Alliance that you are taking every opportunity to involve children and young people in the development and improvement of your service. You will be required to provide evidence against the 6 themes listed below:

Access and environment

Staff Training, attitudes, confidentiality and consent.

Involvement of young people

Publicity and joined-up working.

Service delivery

Concerns, issues and transition for young people.Monitoring and Reviewing

Agencies/ organisations who are compliant in the following standards should find it easy to develop age, and ability appropriate methods to engage children and young people in satisfaction monitoring and review. There are many creative ways to achieve this and staff volunteers are encouraged to utilise the face to face network and Chatterbox virtual support available to them to learn, share and review.

Safeguard individual young people sharing their experiences When engaging face to face with children and young people particularly those who are experiencing challenges in their lives it is vitally important to consider the effects of your questioning on their emotional health. Therefore using an appreciative inquiry approach set out in signs of safety provides an assurance that you have considered such safeguards.

Using Signs of Safety, Element III: Identifying Strengths that Lead to Safety using appreciative inquiries to provide evidence

Appreciative Inquiry – a unique form of questioning to help workers and families recognise the good work they have done, a powerful tool to create a strengths based culture in a family or agency.

EARS Process Elicit – initial question is open ended to get the ball rolling with a purpose/context Amplify – dig into it to get underneath it – how? Who? What? When? Etc. Reflect – helping them reflect on the work they have done, about their meaning, scaling questions Start over – go back to another elicit question

For further information about using signs of safety http://www.signsofsafety.net/signs-of-safety-2/

Providers will not be expected to achieve level 1’s in all areas from day one. It is an aspiration to work towards. It is important to strive for excellence, at the same time being realistic about how creative and consistent you are. It is more important that you are honest in your self-assessment, highlighting any barriers you may experience. Please copy and complete the following template and make it available at your monitoring and review meeting. It’s always good to add quotes and photographs with the appropriate consent.

1 2 3 4 Do you have evidence that staff within your organisation, children, young people or other groups have voiced an opinion if so who?

What was the format of this involvement?Conversation, focus group etc.

What were the key points raised?

What action has been taken as a result?

What are the improved outcomes for children, young people following change?

1.1 When making appointments young people can say how they wish to be seen 1.2 Young people know how to self-referral and staff know how to referral to specialist services when young people need them 1.3 The service is provided in accordance with the Equality Act 20101.4 Services are provided to everyone whatever background race or culture

1.5 The service is delivered in a safe, suitable and young people friendly environment¹ 1.6 The reception, waiting and treatment areas are young people friendly

1. Access and Environment

Level of compliance:1. Met and effective; 2. Met, but needs improving; 3 .Currently being established; 4. Not in place

2 Staff Training, attitudes, confidentiality and consent

Level of compliance:2.Met and effective; 2. Met, but needs improving; 3 .Currently being established; 4. Not in place

1 2 3 4 Do you have evidence that staff within your organisation, children, young people or other groups have voiced an opinion if so who?

What was the format of this involvement?Conversation, focus group etc.

What were the key points raised?

What action has been taken as a result?

What are the improved outcomes for children and young people following change?

2.1 All staff who meet the young people receive appropriate training on understanding, involving and communicating with young people

2.2 Appropriate staff members receive training, supervision and relevant appraisal to ensure they are competent to work with young people

2.3 There is a written policy about keeping data safe and only sharing it when it is really important and space for a young person, carers or parents to sign to say they agree to staff working with them to help them 2.4 Confidentiality and consent policies are explained to children and Young people on a regular

basis in different ways to make sure they understand them.2.5 All staff always explain who they are and what services they can/cannot provide to help young people

3 Involvement of Young People

Level of compliance:1. Met and effective; 2. Met, but needs improving; 3 .Currently being established; 4. Not in place

1 2 3 4 Do you have evidence that staff within your organisation, children, young people or other groups have voiced an opinion if so who?

What was the format of this involvement?Conversation, focus group etc.

What were the key points raised?

What action has been taken as a result?

What are the improved outcomes for children and young people following change?

3.1 Young people are regularly asked their views about the services, new developments and included in decisions 3.2 The service use lots of ways to get ideas and thoughts from young people 3.3 The service invites all young people who use the service and those who might, to give their opinions of the services offered and these are reviewed, acted upon and reported back to them 3.4 Young people are involved in reviewing local services against quality criteria/ checklist

3.5 Children and Young people are updated of how

their views have helped to make changes in service delivery.

3.6 Young peoples’ involvement is published and celebrated.

4 Publicity and Joined-Up Working

Level of compliance:1. Met and effective; 2. Met, but needs improving; 3.Currently being established; 4. Not in place

1 2 3 4 Do you have evidence that staff within your organisation, children, young people or other groups have voiced an opinion if so who?

What was the format of this involvement?Conversation, focus group etc.

What were the key points raised?

What action has been taken as a result?

What are the improved outcomes for children and young people following change?

4.1 The service provides information in lots of languages and ways including leaflets for young people, which are kept up to date4.2 In accordance with the Equality Act 2010, service publicity material is simple to read and understand by young people with learning disabilities, physical disabilities and sensory impairment4.3 Service materials explain to young people their rights

4.4 Where possible, other

relevant services for young people are based within the building. If not, information is provided about other local services.4.5 Information about the service is provided to other relevant organisations and to key staff working with young people and included in the Local Offer

5. Service Delivery Level of compliance:1. Met and effective; 2. Met, but needs improving; 3 .Currently being established; 4. Not in place

1 2 3 4 Do you have evidence that staff within your organisation, children, young people or other groups have voiced an opinion, if so, who?

What was the format of this involvement?Conversation, focus group etc.

What were the key points raised?

What action has been taken as a result?

What are the improved outcomes for children and young people following change?

5.1 Where appropriate when making appointments young people can express their wishes about how they wish to be seen 5.2 Where appropriate, young people know how to self-refer and staff know how to refer to specialist services as required

5.3 The service is delivered in a safe, suitable and young people friendly environment

5.4 Information about the

complaints and safeguarding process is available in easy to understand ways that young people can find easily and understood by young people with learning disabilities, physical disabilities and sensory impairment5.5 The reception, waiting and treatment areas are young people friendly

6. Concerns and Transition Level of compliance:1. Met and effective; 2. Met, but needs improving; 3 .Currently being established; 4. Not in place

1 2 3 4 Do you have evidence that staff within your organisation, children, young people or other groups have voiced an opinion if so who?

What was the format of this involvement?Conversation, focus group etc.

What were the key points raised?

What action has been taken as a result?

What are the improved outcomes for children and young people following change?

6.1 Heathy Lifestyles are promoted within the service 6.2 Staff show they think about the emotional health and wellbeing of young people and their faith if they have one6.3 Where appropriate, young people can and know how to self-refer and staff know how to refer to specialist services as required 6.4 Young people with complex needs receive the right care and help they need suitable for their mental capacity and ability. 6.5 Services are provided to young people from all backgrounds, race and cultures

You Said – We did! (Please complete this box if you received feedback from stakeholders that is in addition to the themes above and where you have made changes as a result of this feedback to improve your service and outcomes for children and young people

Evidence From Listening / feedback / concerns etc.

Action Taken What’s Changed As A Result

What Are The Improved Outcomes For Children

And Young People Following Change

The Organisation

Issues raised by individual children or young people

Issues raised by groups or other children and young people from the wider community

Example sheet

5 Involvement of Young People

Level of compliance:2. Met and effective; 2. Met, but needs improving; 3 .Currently being established; 4. Not in place

1 2 3 4 Do you have evidence that staff within your organisation, children, young people or other groups have voiced an opinion if so who?

What was the format of this involvement?Conversation, focus group etc.

What were the key points raised?

What action has been taken as a result?

What are the improved outcomes for children and young people following change?

3.1 Young people are regularly asked their views about the services, new developments and included in decisions

x A few young people told us that the website was difficult to navigate

As we had heard from a few young people we planned a formal focus group

To many clicks

Lots of text

More photos needed

Two of the group offered to work with staff and IT to improve the site

We now have more traffic on the site. The online booking system has been a big hit with staff and young people

3.2 The service uses lots of ways to get ideas and thoughts from young people

x Staff thought it would be helpful to have a group of young people who could bring new ideas to the service

Young people are invited to get involved in a monthly group to assess how we can make our service current with new ideas

DNA figures

Music whilst waiting

We are exploring prompt text alerts on the day of the session. It has been agreed that music can be played as long as it is not too loud to disrupt appointments

We will update but hope that if we are able to text this should reduce DNA’s. Young people have commented that the centre feels more friendly now there is music playing

3.3 The service invites all young people who use the

xA staff member was asked how feedback was received

There is now a secure wishes and feelings box by the

Interestingly there are lots of similarities in the

We have put a frequently asked questions

Young people have commented they

service and those who might to give their opinions of the services offered and these are reviewed, acted upon and reported back to them

from young people accessing the service

door, young people can leave anonymised feedback as and when they wish

feedback section together with a you said we did or why we couldn’t section on the website

are more confident they are being listened to now

3.4 Young people are involved in reviewing local services against quality criteria/ checklist

xA young person who regularly attends our service said they would like to get involved and help others

We made contact with the Young Health Champions to see if there were any opportunities available

The young person was invited to a workshop to hear about the work of the health champions

The young person is now a young health champion, he is receiving community information champion and enter and view training

The young person has said how much he is enjoying this experience, he has met new friends and gained lots of skills that he can put on his CV

Completed templates should be submitted to your commissioner during your monitoring and review meeting.

Commissioners must then email a copy to hello@psiams.com to ensure the data is collated to ensure it influences wider decision making and DSCB, Corporate Parenting Board and Dudley Children, Young People’s Alliance Board priorities.