Guidance for Advice Services Workers @ Stratford Day Centre

1. Gordon Owen Advice Services Manager Crisis At Christmas 2011 Advice Service @ Stratford Day Centre – [Morning & Afternoon Shifts]

3. You have kindly offered to be with the Advice Service team at the Stratford Day Centre and whilst you will have liaised with Cazz it would be appreciated if you would please e-mail me to confirm the days and times you expect to be there with contact details. This is important so that I can start to plan a rosta. Equally, if you have to change or circumstances do not allow you to be at the Centre for any given day or time, please do let me know at the earliest opportunity so that I can again make provision for this. My mobile number is: 07971 705 856. This number should be used between ourselves, (and as also with your own mobile numbers), should not be disclosed to Guests. ROSTAS

4. C@C VOLUNTEERING REGISTRATION . Hopefully you will have by now have your Username and Password for the Crisis community website so please do try and login as much as you can between now and the 23rd December (& beyond) to be updated with any information that has already begun to be posted on the website generally and specially for C@C '11 - Login at: http://community.crisis.org.uk/Page.aspx?pid=244

6. Check-in on Arrival Daily at the Centre…… On your day(s) of arrival at the Centre you will be directed through the side of the building to the volunteers entrance area who will ask your name and check you in so that the shift knows who is in the building and what services are available. You will be issued with an Orange Circle badge. - Please bring along a copy of the original e-mail you received from Crisis confirming your volunteering to show which will help just in case of any queries . Please write your name on this and wear it at all time you are in the Centre. If you put this badge on outer garments and then remove when you are in the Centre, (which is quite warm), please ensure that you put take the badge off and pin onto your inner clothing so that you can be clearly identified at all times. It also will allow you access to the central overall volunteers area on the first floor, (where we are again locate as well). Please then make contact with the Services Co-Ordinator who is a senior volunteer and co-ordinate all the services provided so that they know who and what is available and can then liaise between all the different services and the Shift Office to enable the Shift Leaders to mange the overall Centre effectively.

7. Badge Wearing (Orange Circle)…. Wearing and retaining your badge is important as after Crisis @ Christmas closes as we have an annual volunteers party in London Bridge in January for all volunteers and wearing this badge will get you entry – lose or forget your badge and regrettably you will not be able to get in and this would be regrettable – so please look after this and remember to bring it with you each and ever shift morning/afternoon you are at the Centre as well.

10. Briefings/2……. It will start with the Advice Workers Briefing at 10 am but actually open to guests from about 10.30/11 am . It is therefore important that we arrive in good time in readiness for the briefing at 10 am so that we allow sufficient time to get through this and be able to make ourselves available for guests at soon as possible. Late arrival will mean that we may miss something raised and not be up to speed with developments as they occur on a day-to-day basis. Your input will be important and valued as part of delivering an effective service, whether it be about someone you have seen or you own personal involvement experiences – things that worked and things that you feel we should look at to help us all work together as a team. This went a drift last year with Advice staff arriving late at different times, which did not help continuity so please ensure that you arrive on time.

11. Once again, rather than the historical pro-form forms used to obtain information from guests and then transferring this onto a spreadsheet to send centrally, for the 2 nd year we will have a database, C-Log (Christmas Log ), has been created so that rather than having to repeat asking for information from guests already obtained when they arrive and start interview with such a formal process we can takes notes and then afterwards enter this into the database . I will give a run down on the use but do not feel perturbed by this it is not complicated and is easy to use – it will just be about familierisation and routine practice. C-Log (Christmas Log ): …….

12. Each day we will also have an Outreach Team worker who work with the agencies who all-year-round engage with homeless/rough sleepers. They will base decisions on information they have on CHAIN, ("Central Homeless Access Information Network"), and in liaison with the Green Badge Shift Leaders & Advice Manager will be making decisions in terms of any referrals or other action needed after Crisis @ Christmas closes. Leaving something out of the database can make the difference between the Outreach Team being able to positively help and not being able to help as much because certain relevant information was not recorded. Support Workers/Referrals……

13. CHAIN/1……………. . • CHAIN – “Central Homeless Access Information Network” is a database containing details of individuals, assessments of their needs, contacts and interventions. It is compiled by agencies in London that work with those rough sleeping or engaging in other street activities that cause concern in communities and need a welfare response The information is gathered to enable agencies to liaise effectively to deliver services to individuals whose lifestyles make it complex to organise effective and sustainable interventions in multi-agency settings. Those with access to CHAIN data are voluntary organisations that provide services to the street population, local authorities with responsibility for delivering the homelessness strategy for their borough, and central government, which has overall responsibility for homelessness policy.

14. CHAIN/2……………. . Having a CHAIN record does not give any individual automatic rights to access accommodation or services. However the record of someone's support needs and their history of contact with services may contribute to a successful referral to re-engage or at least access other limited resources. For example, a record on CHAIN that someone is a verified rough sleeper is usually required before an individual can access accommodation via the Clearing House. In general, for members of the street population having a CHAIN record will aid workers to effectively link them into available services. Information about an individual on CHAIN can help a worker to make the case that the person is in need of a given service, and so aid their access to it. CHAIN is a piece of language that is meaningless to guests at C@C so not worth tackling to them about as they will not understand and therefore best not mentioned unless asked.

15. CHAIN/3……………. . Latterly because of increasing transient movement, and more significant the influx of A8 and then A10 Ascension people, there can, and are many people that do not engage with services because of the circumstances or been out of the loop for a long period, or just arrived from another country and these people with likely not ben on CHAIN. For those who have, on arrival the first day of C@C we can, and do identify so that we can make objective assessments to help them from there, but for those not on the system then they have to be separately assessed as to what, if any we can do to help. This is done based on as much information that can be gathered from individual guests, knowledge and experience of Outreach Workers, and decisions/referrals are made (between Shift Leaders/Advice Services Managers/Outreach workers), who again will collectively with their known and experience make often on he spot judgement calls to help a guests as best we can to make their experience of C@C a even more longer term valuable one and not just for Xmas.

16. Entry Screen of C-Log…………..

17. We have our own dedicated e-mail address for communications including to external agencies on behalf of guests. The e-mail address is: [email_address] and the password will be given at briefings. This also includes an online Google Outlook diary so we can keep track of events and activities we need to remember. C@C Stratford Advice Service e-Mail address…

18. C@C Community + Facebook websites…………….. You are reminded to try and make space to look at the Crisis At Christmas Volunteers Handbook which link will have been recently e-mailed to you all but is downloadable at a pdf document once longed into the Crisis Christmas Volunteer Community website at http://christmas.crisis.org.uk/login/? _loginSuccessUrl For those who maybe on Facebook please also see the links attached to the events’ webpage for Crisis @ Xmas at: http://www.facebook.com/event.php?eid=215886308467723 which provides such things as the, photos, map, and directions to the Centre and more!

20. I will keep you up to date with anything that may be useful before we start on the 23 rd but otherwise look forward to seeing and working with you all on the days that you are around. I will not be available for between 30 minutes/1hour dally from 7 pm whilst on a daily teleconference with Central Opp’s and others Centres for briefings/debriefings. As in the past, I may well be required to attend different situations and not be in the office but in this event I will still be in contact with a radio on my person and a radio for all to use to contact me in the office. Warm wishes and a Merry Xmas!!! Queries/2 ………...

21. SDC Map & Directions………….. Copy & Paste this link to your web Brower for Map & Directions:- http://www.bing.com/maps/?FORM=MMREDR#JnE9Lkdyb3ZpZXIlMmJDbG9zZSUyNTJjJTJiU3RyYXRmb3JkJTI1MmMlMmJMb25kb24lMjU0MDIlMmJFMTUlMmI0SFclN2Vzc3QuMCU3ZXBnLjEmYmI9NTUuMzA1NTg4ODQ2MjA5OSU3ZTExLjI2ODM2NTkwNDc1JTdlNDcuNTkzMDY1NzU4NTA3NCU3ZS0xMS43MTUwMzI1MzI3NQ ==

23. Get Advice for Guests…………..

24. GET ADVICE At Crisis Christmas we offer information and assistance in the following areas: 1. Your housing • Discuss housing options with our housing team • Meet with the rough sleeping outreach team • Get help to prepare for housing applications 2. Legal Advice • Have you been evicted or having problems with your landlord or neighbours? • Are you being harassed or harmed by another person? • Do you need advice on asylum or immigration problems? 3. Financial • Are you getting the right benefits? • Do you have difficulty managing your money? • Are you worried about keeping up your rent or mortgage payments? Get Advice/1 ………...

25. 4. Employment and training • Discuss options with our employment team on 29 December • Find out what Crisis Skylight can do to help you • Get help with your CV and preparing for an interview 5. Ex-Forces? • Specialist help is available – please come and ask We aim to provide a professional advice service from 24 to 29 December. Our specialist volunteers are not here every day so we might need to make you an appointment to come back and see us on another day. Please note: we are not able to provide permanent housing or guarantee a bed in a night shelter or any other temporary accommodation. Get Advice/2 ………...

26. ASW's Check List/1 .

27. ASW's Check List/2 .

28. ASW's Check List/3 .

29. Great Expectations…

30. Crisis At Christmas - Great Expectations!!! Great Expectations…

31. We are open from the 23 rd to 30 th December annually at numerous day venues around London with some night accommodation Great Expectations – When Open..…

32. Crisis At Christmas provides a warm clean, caring, non-judgemental environment for homeless & rough sleepers Great Expectations – Welcoming...…

33. A time of Xmas Holidays when most services and agencies are closed! Great Expectations – Limitations...…

34. Crisis At Christmas have limited spaces and therefore will only accept referrals from bonified referral agencies who have engaged and agreed prior arrangements with us to Crisis At Christmas Great Expectations – Referrals…..…

35. Crisis At Christmas facilities can cater for single home/rough sleepers only – we are unable to admit under age people (below 18 years) or families! Great Expectations – Criteria……..…

36. But hey….look what has been achieved in just a short time:- 500 people slept at one of 4 residential centres; Up to 850 people a day used the Day Centres; 670 healthcare consultants; 280 guests used dentistry; 235 Guests rec'd podiatry; 255 guests visited the opticians; 307 people used arts and crafts activities; 1,884 Internet café sessions; 338 sports and games participants. All of these services were provided by more than 8,000 volunteers! Great Expectations – Achievements…

37. So please understand life ’ s limitation and do not simply refer or indiscriminately send guests during Crisis At Christmas or expect great expectations – even though we accomplish so, so much! Please contact us first! Great Expectations – Out of Hours…

38. To all the centres and venues who so invaluably help us with buildings – A Big Thank You! To the residents of places where we locate each year – A Big Thank You for understanding! To all the fabulous volunteers from 18 to 80 and specialists who provide so much each year – A Big Thank you! To our funders, donors, and stakeholders equally so valued – A Big Thank You! Great Expectations – Big Thank You.

39. There are increasing demands and Great Expectations each successive year – but with all your help, support and co-operation we will strive to delivery services that will make a huge difference to so many lives year on year! Great Expectations – Service Delivery

40. Great Expectations – Seasons Greetings...