Scottish Public Services Ombudsman

Scottish Welfare Fund Independent Review

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The event

On Thursday 8 February we hosted our first Scottish Welfare Fund Independent Review Service engagement event. The event took place at Wheatley Academy in Glasgow, and was an opportunity for delegates to share good practice, listen to a series of speakers, meet with SPSO staff and engage in interactive workshops. Details of the workshops and the relevant materials can be found below.

Presentations given on the day

Welcome from Rosemary Agnew, Scottish Public Services Ombudsman (PDF, 1.68MB)

Update from the SPSO, Alison Jack, SWF Review Team Manager (PDF, 472KB)

Keynote Address, Dr Jim McCormick, Joseph Rowntree Foundation (PDF, 1.04MB)

Think Yes, Andy Ashcroft, Glasgow Housing Association (PDF, 1.68MB)

Decision Readiness, Elaine Blows, SPSO SWF Case Reviewer (PDF, 772KB)

Providing an Accessible Service, Pete White, Positive Prisons? Positive Futures (PDF, 3.01MB)

Supporting Staff, Kerry Flinn, SPSO Learning and Improvement Officer & Training Unit Co-ordinator (PDF, 658KB)

The National Perspective, Shaben Begum, Scottish Independent Advocacy Alliance (PDF, 473KB)

Quality Assurance, Jamie McGrandles, SPSO Executive Casework Officer (PDF,437KB)

Workshops

Workshop one: Decision Making

Materials: 4 fictional case studies based on a range of issues brought to the SPSO

Decision Making Case Studies (PDF, 108KB).

The presentation from Elaine Blows above was also used.

Method: For each case study participants were divided into small groups to read one part of the case study and discuss what their 'decision' would be and why. Each group was then given a summary of a decision reached by the Council and by the SPSO to compare their own and discuss where there were differences. In particular the groups were asked to think about what decision making biases might have caused decision makers to reach different decisions.

Workshop two: Managing Challenging Behaviour

Materials: 3 fictional case studies

Managing Challenging Behaviour Case Studies (PDF, 113KB)

The presentation from Kerry Flinn above was also used.

Method: For each case study participants were divided into small groups to read the case study and asked to identify what the problem behaviour was in each case. When the problem behaviours had all been identified the groups were then asked to identify what policies, processes and other steps any organisation needed to have in place to assist staff in managing the problem behaviour and then to identify what actions staff should take now to manage the behaviour.

The groups were given copies of SPSO Guidance on managing problem behaviour and prompt cards used by SPSO staff. Both of these documents can be found on our Valuing Complaints website.

Workshop three: Quality Assuring your decision letters

Materials: A QA grid based on the Scottish Government Welfare Fund Guidance and two fictional decision letters.

QA Grid (PDF, 132KB)

Fictional Decision Letters (PDF, 123KB)

The presentation from Jamie McGrandles above was also used.

Method: Each person was given a copy of the QA grid and the two letters. In small groups they were asked to read and assess each letter and agree where on the grid they would place the letter. Results across the groups were then compared for any marked differences and consistent poor quality. The groups then discussed how they would assure consistency and how they might address any shortfalls that they identified using the grid to support giving individual feedback as well as look at whole team learning and improvement.

Updated: February 15, 2018