Service User Guide for
The Things we do in
Stockport and Oldham
A Guide to the Children and
Young People Service at
Independent Options
(North West)
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September 2014
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Hello!
We are the Children & Young
People Team at
Independent Options
(North West)
Who do we support?
The team supports Children and Young People under the age of
18 years old, and young adults who would like a weekend away.
We also support people to try new
activities in their local community in the
or at a weekend.
The team supports people who have a
learning disability or a mental health
need who want to experience new
activities and develop their skills.
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Team Qualifications and Contact
Details
The Service Manager of the Team:
Sarah Heaton
Telephone: 0161 482 2532
BA Hons Learning Difficulties
DIPSW
NVQ RMA
The Senior Support worker for the Team:
Rachel Hegarty
Telephone: 0161 482 2530
NVQ 3 in Care
NVQ 4 in Health and Social Care
Support Workers include:
Learning Disability Award
Framework
Basic Food Hygiene
Certificate
Moving and Handling
First Aid
3
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September 2014
Independent Options
are open during the day from....
9am to
5pm
During these hours you can telephone:
0161 456 6502
After these hours you can contact the ON CALL
telephone number on: 07780 991 499
We encourage people to give feedback about the
service. We do this by sending out feedback
questionnaires once a year.
We also have yearly ‘have your say events’
where we invite people to attend a social event
and give their views about the organisation.
There is a feedback group where we welcome
young people who use our services to give
their views. If you would like more information
please contact
Sarah Heaton on
0161 482 2532 4
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What does the service do?
We provide support for you to do things you
enjoy……
Some people enjoy swimming …….
.......others like bowling...
.....others like going to the park.
Others enjoy playing football or visiting their
favourite club.
After a while if you want to you might be able to go
on one of our weekends away.
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Weekends Away
This is when we spend 2 nights away.
Night
2
We usually leave on a Friday night after school or
college.
Friday
Night
School
College
and come back home on a Sunday.
Home
Sunday
You have to be over 11 years old or older to do
this.
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Who else will be doing the activity?
Depending on what you want and need.......
....Activities might be with a group of people your age and
support workers....
Workers
Me
Friends
+
+
Or it might just you and one or two support workers
Me
Worker
Me
+
Or
Workers
+2
What is a support worker?
A support worker is an adult from Independent Options
who will be with you and help you to do an activity.
Support workers can not give out their personal phone
numbers or addresses.
Worker
Help
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Financial Information
Regarding Support Workers
The hourly rate charged covers the cost of a
support worker from Independent Options
to be with you to help with the activity.
+
Me
Worker
It DOES NOT cover: the cost of activities,
travel and food.
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Financial Information
Regarding Support Workers
On your support sessions, you should bring with
you money to cover the cost of activities for the
support worker and you.
Me
Worker
+
Travel: Cost of a support workers travel, including public
transport will be invoiced monthly. When using a support
workers car, mileage will be charged at 40 pence per
mile. A receipt will be issued at the end of each session
detailing expenses. This will need signing by a parent or
carer.
Worker
+
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When can I do activities?
After school or college.......
School
College
At the weekend......
Saturday
Sunday
Or in school holidays......
School
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Cancelling Support Sessions
Support workers CAN NOT give out their
PERSONAL NUMBERS OR ADDRESSES. When
cancelling support sessions you MUST ring the
OFFICE on 0161 456 6502 or the ON CALL out of
office hours on 07780991499 and SPEAK to
SOMEONE.
24 hours notice is needed when cancelling
community support. Otherwise the purchaser will
be charged for the session.
+
Me
14 days notice is required to cancel a young person’s
place on a weekend away. The purchaser will be
charged unless this can be filled by another young
person.
Me
Night
+
Failure to register cancellations in time will result in
LOSS OF HOURS and the purchaser being
CHARGED for the service.
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Independent Options Procedures
Rachel manages the day to day
running of the Community
Children and Young People’s
Team
Once a referral has been received Rachel will
come to visit you.
She will talk to you about things you
need help with, she will complete an
assessment, support plan and risk
assessment.
If Rachel thinks we can provide support to you
she will introduce a support worker to you.
If Rachel and Sarah think we can not provide
support to you they will write to you to let you know,
if you are not happy about this you can follow the
complaints procedure on the next page or you can
contact the Care Quality Commission, their contact
details are on page 21.
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COMPLAINTS AND APPEALS
If you have any sort of complaint, talk to a
member of staff or ring 0161 456 6502.
They will find out what has happened and try to sort
out the problem and stop it happening again. They
will let you know what they have done and check that
your concern has been sorted out.
If you are not happy with your support you
can ring
Rachel on 0161 482 2530
or
Sarah on 0161 482 2532
Anyone making a complaint can have
someone or an advocate to speak up for
them. If your complaint is not sorted out and you are
still unhappy then you can put your complaint
in writing to;
Steve Hyde, Chief Executive Officer
Independent Options North West
67 Chester Road, Hazel Grove, SK7 5PE.
Please mark letters ‘Private and
13
Confidential’
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When this happens, a three-stage process begins:
1.Stage one:
The complaint goes to the Manager-
The Manager will write to you within 3 days
The Manager will look into the complaint within 10
days
A decision will be posted to you in writing
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2. Stage two:
If you are not happy with the decision
You can tell Steve Hyde, the Chief Executive Officer
Steve will look into the complaint within 15 days
A decision will be posted to you in writing
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3. Stage three:
If you are not happy with the decision
You can tell this to Jim Grassick, the Chair of the
Board of Trustees
Jim will review the complaint with a sub-committee
within 20 days
A decision will be posted in writing to you
The decision of the sub-committee will be final
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ABUSE
Abuse could be such things as people
shouting at you or swearing at you which
makes you feel afraid, touching you in a way
you don’t like, hitting you and taking things
from you without your permission.
If you are unhappy because any of these things
happen to you or you feel that you are at risk of
them happening to you, you have the right to ask
for help. These things should not be happening to
you.
What to do if you are worried
because you feel that you are being
abused or at risk of being abused.
You can tell your parents, carers, staff
at school or college, your support
worker, the Senior Support Worker,
the Service Manager, the Contact
Centre, the Police, or any of the other
people listed on the following pages.
If
you would like a copy of
our Safeguarding Policy
please ask.
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National Health Service (NHS)
You can phone
Or visit their website at;
www.nhs.uk/11
111 is a new telephone service
brought to you by the NHS.
It is the number you should call when
you need advice or medical
treatment quickly, and you cannot
wait for an appointment
to see your doctor.
111
Or write
Health and Care Professions Council
Park House
184 Kennington Park Road
London SE11 4BU
0845 300 6184
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Children and Young People Disability
Partnership in Stockport
You can phone
0161 249 4460
Or write
C/O Floor 8
Regent House
Heaton Lane
Stockport
SK4 1BS
Children and Young People’s Contact
Centre in Stockport
To enquire about support
services in Stockport phone
the contact centre on:
0161 217 6028
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Aiming High in Stockport
You can phone
0161 426 5515
Or write
Children and Young People
Disability Partnership
4th Floor Beckwith House
1 – 13 Wellington Road
North
Stockport
SK4 1AF
Children with Disabilities Team in Oldham
You can phone
0161 484 1240
Or write
Werneth Primary Care
Centre
Featherstall Road
South
Oldham
OL9 7AY
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People/ SU Guide/
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Care Quality Commission (CQC)
(CQC Inspect our service)
You can phone
03000 616161
Or write
Care Quality
Commission
North West Region
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
CONFIDENTIALITY
You can read your own file and
what has been written about you,
but you need to make
arrangements with us to do this.
All files are locked away
People need your permission to read your file
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STATEMENT OF PURPOSE
You can have a copy of The
Statement of Purpose. If you would
like a copy of The Statement of
Purpose please ask.
You can read the Statement of Purpose or
someone can read this to you
TERMS AND CONDITIONS
These are covered in The Statement of Purpose.
POLICIES AND PROCEDURES
Independent Options have a number of
different policies, you can ask for a copy of
any of these. Some of the policies are….
Health and Safety
Equal Opportunities Policy
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HEALTH AND SAFETY
Health and Safety Policy
We have a Health and Safety representative who is
on the Health and Safety staff forum. They bring up
any concerns of staff at meetings.
The Health and Safety Policy is available for you to
read, you can ask for a copy of the policy.
We complete a risk assessment when we meet you
to make sure you are kept safe.
We will also complete a moving and
handling assessment with you if you
need help with this.
If you have any Health and Safety concerns, for
example with your housing, you can discuss these
with your support worker.
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GEOGRAPHICAL AREA
Independent Options Community Children and
Young People’s Team supports people who live in
Stockport and also Oldham.
Updated
September 2014
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