Agenda item

The report of engagement, achievement and complaints is attached.

Officers spoke to the report of engagement, achievement and complaints.

In summary, EMPIRE had offered seventy-two online activity sessions during the summer months in the pandemic and national lockdown, which was a great achievement. There had been 300 virtual sessions since the national lockdown had started.

A Member of EMPIRE shared that EMPIRE had done a lot for the young people as the word has been out and more people had been able to attend, for more work EMPIRE could do. It was also good to have online groups and people to talk to as it was a difficult time during lockdown.

Another Member of EMPIRE shared that they had been with EMPIRE since 13 years old and was now 16 years old, and EMPIRE provided a lot for young people, they also helped with their mental wellbeing. They shared that staff would go out of their way to support and advice any query given, and through this the young person’s confidence had grown and they had met lots of friends.

In review of complaints, officers informed that young people (and others) would represent their views, and learned that the majority of the complaints were in regards to housing and also communication with personal advisors and social workers. The complaints had helped better the housing and accommodation options for young care leavers. Staff was also working closely with other services to be able to deal with complaints before they become complaints and the response had improved.

With reference to the opportunities for care leavers, the number of young people in education, training and employment had remained at 62% which was not good enough as officers had greater aspirations for the children in Croydon. Officers further informed that the new local offer was scheduled to be published. The local officer provided opportunities and apprentices for young people.

The Panel was introduced by the Young Director, Deputy Young Director and the Youth Work Apprentice who addressed their roles and highlighted that the voices young people would be embedded into any policy development within social care education, care leavers in poverty and other areas.

Panel Members discussed the reports and queried on the complaints. They enquired the fifty-four number of complaints received and how many had satisfactory received a good result for the foster carer or young person at the end of the process. Additionally, whether Legacy played a role in support to young people during the pandemic and national lockdown. Officers informed that specific complaints have been reviewed. There were very few complaints by foster carers, the majority were from care leavers. Very few complaints was in stage 2, which would resolve the matter to satisfactory. They added that most complaints were around financial savings to when they were in foster care, though a lot of the past issues were being resolved. Officers further advised that they were reviewing ways to improve the immediate communications and how the service could resolve matters at an earliest opportunity to improve practise and deal with complaints. In regards to Legacy, officers informed that they had closed during the pandemic and national lockdown. However, Legacy engaged with the schools within the local area to ensure food was provided to families. Legacy also worked closely with charities and with the schools in vicinity of Legacy to ensure that they had support and outreach support. Workers made contact with the young people using the platforms available to ensure discussions of mental health and social wellbeing was also met. Legacy was now up and running.

The Panel Co-optee foster carer representative raised a question relating to the next step and future plans and the role and influence of a personal advisor for young people aged 18 plus, which was connected with pathway plans, and queried whether the personal advisor should be involved with the pathway plans from the start; and further requesting information on the procedure to the Staying Put policy. Officers informed that they hoped for the young people to have a successful transition to an adult; Staying Put was therefore to be available to all young people. The services had provided all updates of Staying Put to foster carers and would continue to provide updates following the redrafting of the procedures, which was out for consultation. The aim was to improve Staying Put for more carers and young people to take up. Officers shared that historically personal advisors were not introduced to a young person until the eve of their 18^th birthday, however, officers also took the view that an early involvement of a personal advisor alongside a social worker would assist better future planning around their education, training and employment, Staying Put and other important matters. A personal advisor was to remain with the young person post 18 years old.

Panel Members further commented on complaints and issues of communication which had been a consistent complaint for many years. Officers informed that the service had reviewed how to handle complaints, and had proposed meeting with advocates at a much earlier stage to prevent and reduce the gap from when a young person (over the age of 18) was becoming unhappy with the service. Services had pushed to ensure essential communication took place and that young people and advocates were spoken with. Complaints was welcomed within the service to review how the service responded to complaints and improve practice. In reflection fifty-six complaints was a low number in comparison to the volume of children and young people supported by the service.

The Chair thanked officers for their report.

The Panel RESOLVED to:

1.1       To note the achievements and successes of LAC children, complaints that LAC children have made and what has been done about it, and also what the leaving opportunities are/have been for care leavers.

1.2       And to note the welcome of the YP on board.