Cross Keys Homes

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Cross Keys Homes

• STOCK TRANSFER RSL
• 10,000 HOMES IN PETERBOROUGH
• 252 EMPLOYEES

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Supported Housing
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CHALLENGES

• Lifeline using proprietary system holding
  sheltered client records but sheltered staff have
  no access
• Sheltered staff holding paper records including
  support plans on site
• Floating Support Homeless staff using paper
  records for case files support planning

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CHALLENGES

• Revolving door syndrome former clients
  returning months later for new support episodes
• Service users may become clients of more than one
  supported housing service.
• I.E Homeless gt Resettlement gt Sheltered/Floating
  Support

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Perennial issues

• Communication between Sheltered Alarms staff
• Messages not passed
• Records not updated in timely fashion leading to
  information disparity
• Knowledge management
• risk assessments
• timely equal access to client information (need
  to know basis)

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NEW CHALLENGE

• Local Authority tendered floating support city
  wide looking for 1 provider (previously 4
  providers delivering services across city)
• Requirement for Gateway service - single access
  route
• To win contract needed to re evaluate current
  provision reengineering previous methods of
  service delivery

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NIRVANA

• A virtual Gateway, affording access to support
  and referral to service 24 hours per day, 7 days
  per week.
• Ability for staff to access information and
  view/amend/update client data wherever they were
  whenever they needed - 24hrs per day.
• Support effective partnership working (SAP)
• Ability to capture disseminate performance data
  outcomes internally externally on demand

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ANSWERLINK 3G

• Deployed in Citrix environment
• Access for Supported Housing staff via
• LAN (office based)
• VPN (mobile staff)
• Mobile staff access system using notebook
  computers and T-mobile broadband network
  currently 1.8mps

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Security

• Highest priority considered various options
  including systems that would make Q proud
• Finger print recognition technology for notebooks
• Super duper (technical term) encrypted hard
  drives
• Decided on live access via VPN (Virtual Private
  Network) - No information held on notebooks so no
  risk if laptops lost or stolen

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Progress

• Currently live for floating support service
• Staff accessing updating client records from
  any point around city, or their clients homes
• Referral Assessments managed on line
• Assessments support plans attached to client
  records and accessible by anyone with appropriate
  system permissions

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Phase 2 Lifeline

• Lifeline rollout Oct 07
• Eventual eradication of paper based referral,
  assessment installation processes.
• Client information will be entered directly onto
  system at time of installation. Clients can see
  what information we hold how it will be
  accessed live on the system from installers
  notebooks whilst in their homes

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Phase 3

• Sheltered Staff will have limited access to
  system
• Check call activity directly for themselves
• Assessments, Support plans placed on client
  records and accessible
• Ability to amend / update client information
  contact details etc.
• System will support the introduction of more
  flexible working in sheltered service

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New System New Challenges

• Not panacea challenges to be managed
• Issues of problem ownership
• Personal accountability
• Information integrity
• Robustness of security protocols
• However we are confident that utilising
  technology in this way will better support
  clients, our staff and our partners.

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• Leslie Morson
• Head of Supported Housing
• leslie.morson_at_crosskeyshomes.co.uk