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www.community-options.org.uk

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About us

Welcome to Community Options

This service guide is intended to introduce you to the range of services that Community Options offers and provide you with details of how to get involved, participate or purchase services from us.

Community Options is a trading name of Heritage Care Limited and is a registered UK Charity. Community Options has been specialising in providing services for adults who have mental health needs since 1990. The organisation has grown, adapting to the ever-changing needs of our clients and stakeholders, to provide a progressive range of services.

Community Options works both independently and in partnership with a range of statutory, local government and charitable organisations and bodies.

Our success has been built on a solid foundation of expertise, professionalism and exacting attention to detail. We provide quality assured services and employ only the finest calibre of staff to deliver them. Our employees are passionate about the work that they do and strive to achieve the best possible outcomes for those that we serve every single day.

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Our Values

For people to achieve their goals, it is important that they receive the appropriate support driven by the right values and attitudes. Our 5i Values sit at the heart of all that we do:

Impact: We make a positive difference to people’s lives – enabling greater independence, improved well-being, better outcomes and increased choice.

Innovative: We embrace a culture for change that strives for continuous reflection, improvement and achievement of excellence.

Inspirational: We promote imagination and positivity, motivating our staff and the people we support.

Inclusive: We positively welcome diversity of background, ethnicity, skills, talents and contributions from everyone.

Integrity: We respect all people as individuals and treat them with compassion and consideration. In all our dealings we are open, honest, accountable and transparent.

Our Approach

We deliver person-centred services. Support is provided using a number of models of care which allows us to work with individuals flexibly to support their specific needs.

Our Mission

To provide personalised support that enables individuals to lead valued and meaningful lives in the community.

Our Belief

We believe that everyone is unique and they should be able to lead valued lives in their communities treated with dignity and respect no matter what their age, health condition or disability.

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Our Employees

We recognise that to be the best we have to employ only the very highest calibre of staff to deliver our services.

Our support staff are expected to undertake the Care Certificate then go on to achieve QCF Level 3 within 2 years of employment and are supported to do so by our own Learning & Development team. Our Managers are expected to achieve a Level 5 Diploma in Leadership for Health and Social Care.

Before employment all candidates are interviewed and Disclosure and Barring Service checks are made. Satisfactory references are required and work history is verified. Potential staff are rigorously assessed against our own Recovery-promoting competencies.

Our commitment to our staff does not stop there, once employed all staff attend a comprehensive induction and receive regular training both internally and externally. Staff always have statutory and mandatory training specific to the needs of the service in which they work.

All of our employees are required to work to our core values and, in particular, have a flexible and positive approach that is respectful and sensitive to people as unique individuals.

Models of Support

Recovery: Community Options uses recovery as its overall concept and approach, understanding the need for people to work through the stages of recovery in order to maximise their independence. Staff use techniques such as strengths-based working, mindfulness, appreciative enquiry and coaching to support this approach and the primary tool used is the Recovery Star.

Psychosocial Rehabilitation: Community Options uses a psychosocial rehabilitation model to support people considering the psychological and social aspects of a person’s life. It is an organised set of psychosocial interventions that includes one or more of the areas of skills training, peer support, vocational rehabilitation and community engagement, and is oriented towards empowerment, recovery, and competency.

Personalisation: We support people to have more choice and control over the services they receive. For example, whilst in a project an individual might choose and book the time and type of support they receive

Dual Diagnosis: When supporting people with a dual diagnosis we introduce additional approaches such as whole person recovery - an integrated model that uses cycle of change, motivational interviewing, harm minimisation and relapse prevention techniques.

Complex and Multiple Needs: We are experienced in working with clients who present with a wide range of needs and are skilled at building models of support that meet their specific requirements.

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Our services

We provide a range of 24 hour Registered Care Homes, Supported Living and Shared Housing Projects. These provide safe and supportive accommodation for individuals, to enable people to manage their mental wellbeing and live meaningful lives within the community.

Accommodation Based Services

Registered Residential Care Homes

We provide a range of Residential Care:

Intensive Rehabilitation and Recovery: These projects work with people who have severe and enduring mental health problems and complex needs including dual diagnosis (mental health and concurrent alcohol and substance use needs). The expectation is that people will move on from these services within two years.

Continuing Rehabilitation and Recovery: These projects also work with people who have severe and enduring mental health needs including complex needs and dual diagnosis. People will generally move on from these services within 2 years.

Continuing Rehabilitation and Recovery Supporting Older Adults: These projects work with older adults where move on is not a specification of the service but where clients are encouraged and supported to do so if they are able.

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Supported Living

Supported Living projects work with people with severe and enduring mental health problems and complex needs including dual diagnosis. Some provide support 24 hours a day, however, the support offered is flexible and is based on individual choice and need. The expectation is that people will move on from these projects within 16 months although we may continue to support people

beyond this period if required.

Shared Housing

Our Shared Housing projects provide independent living for people in shared accommodation. Support is flexible and person centred and is delivered by either our Community Support Services staff or Support Workers from one of our residential projects. Most of these projects are also managed by our Housing Management Service which means clients benefit from joined up thinking with the support of people that are expert in helping people manage tenancies whilst living with mental ill-health.

Independent Living

We have a range of housing services for people with mental health needs and may deal with people with complex and dual diagnosis to support them to live as independently as possible. One example of this Independent Living is a service that supports up to 10 homeless people with mental health needs, including dual diagnosis. The expectation is that residents in Independent Living will move on from the service after 12 months.

People who have used our Accommodation Based Services have said:

Expected Outcomes for our Accommodation Based Services

People who use these services can expect to have:

More choice, responsibility and control over their lives.Increased confidence and greater independence.Better understanding of their own recovery and coping strategies for managing their wellbeing.

Greater knowledge of the opportunities available to them in the wider community and an increase in general wellbeing.A valued social role and the opportunity to contribute and have a voice in the services provided.

I have found that the staff have really aided my future and have also increased my confidence to do day-to-day tasks. I am looking forward to a better future with all the appropriate help.

I feel more confident and have become more independent since coming here.

I am making progress and know I can move into the future.

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Housing Management Services

Expected Outcomes for Housing Management Services

Organisations that choose Community Options to deliver Housing Management Services can expect:

We provide the Housing Management for the majority of properties we provide care and support in. In addition we have the skills and capabilities to provide Housing Management to external housing associations and providers.

We are currently contracted to deliver Housing Management Services to a number of housing associations including: Amicus Horizon, Hyde Housing, Penge Churches, Sutton Housing Partnership Home Group and London & Quadrant.

People who have used our Housing Management Services have said:

Minimal void rate.

Appropriate property maintenance.

Minimal disturbance to residents.

Increased customer satisfaction.

It is a good service, helpful and always available, it meets my needs related to housing queries…

Service always accessible, helpful. The Housing Management Officer was able to go through forms with me and support me to contact the Council for Housing Benefit and Council Tax.

Community Support Services

Flexible Support in the Community

Linked to both secondary and primary care services this service offers flexible support to individuals living in the community. Flexible Support Services work with individuals with severe and enduring mental health problems, including complex needs and dual diagnosis. This model of support is also used to help people with learning disabilities, alcohol and substance misuse and other support needs.

Flexible Support Services are delivered by either Support Time and Recovery (STR) workers or Community Support workers. They provide bespoke support to people from 7am to 10pm, 365 days a year.

We offer two types of Flexible Support service:

Expected Outcomes for Community Support Services

People who use this service can expect to have:

People who have used Community Support Services have said:

I have recommended others with similar problems as mine as I found it a wonderful and unique service.

When it is time to face a new challenge the worker stands alongside you which gives you the courage and strength to take the next step.

More choice, responsibility and control over their lives.Increased confidence, self-esteem and greater independence.Better understanding of their own recovery and coping strategies for managing their wellbeing.Greater knowledge of the opportunities available to them in the wider community and an increase in general wellbeing.Increased control and independence with medication management.A valued social role and the opportunity to contribute and have a voice in the services provided.Been sign-posted to various community facilities and activities and encouragement to participate.

Short term intervention and signposting services with people expected to move on within 6-8 weeks.

Intensive and higher level support where people move on from the service within 6 months.

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First Point of Access

The First Point of Access Service is a gateway to the full range of services that the Inspire Consortium offers. It provides access to opportunities in the wider community, sign-posting and connecting people. This service also provides time limited 1-1 support sessions for up to 8 weeks. All individuals wanting to access Inspire Mental Health, Recovery & Wellbeing Services will initially be assessed by this service.

Expected Outcomes for First Point of Access

People who use this service can expect to have:

Inspire is a Mental Health Consortium made up of 8 partner organisations. The partners have come together, having been commissioned by the London Borough of Tower Hamlets to create and deliver a new and innovative range of Mental Health, Recovery & Wellbeing Services across the borough.

Community Options is the consortium lead and delivers the First Point of Access Service and the Service User Involvement & Co-Production Service.

People who have used the First Point of Access Services have said:

Inspire Mental Health Consortium

Staff listened carefully and tried to identify appropriate support needs.

The service supported me to move on with my life and opened up new opportunities.

Developed coping strategies to improve mental health and wellbeing.

Improved problem solving and self-management skills.

An increase in personal confidence.

The knowledge that enables them to access support networks both existing and new.

Increased resilience and life skills.

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People who have used the Service User Involvement & Co-production Service have said:

Before I started attending… I had very little self esteem. I am now able to socialise, meet new people and feel a sense of belonging.

… just being around other people who had similar experiences made me realise I wasn’t alone.

Gained transferable skills that will support access into employment, voluntary work or educational opportunities.

Increased confidence and wellbeing.

Acknowledgment that they have made a valued contribution to the wider community.

Increased chances to participate, have a voice and influence the delivery of Mental

Health Services in Tower Hamlets.

People that are socially excluded have the chance to contribute and take part.

Inspire Service User Involvement & Co-production Service

The service allows people to contribute to the on-going design, development and delivery of the Mental Health Recovery & Wellbeing Services. People are also able to both provide and receive peer support in community based settings across Tower Hamlets. In addition, this service supports 28 service user led groups and forums in the borough that give people a chance to have their voices heard.

Expected Outcomes for Service User Involvement & Co-production Service

People who use this service can expect to have:

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Community Engagement & Inclusion Services

Our service users have helped shape the range of services that we offer based directly on their feedback. Some of the groups we provide are also open to families and friends of service users and may be jointly facilitated by peers. These services may attract a contributory fee to participate or enrol on courses. The range of services that we offer currently includes:

Our Community Engagement & Inclusion Services are an important part of the range of services that we offer. These projects, groups and services aim to increase people’s understanding of mental health and the issues of stigma and social exclusion.

Increase their confidence and self-esteem.

Learn new skills and access training opportunities where appropriate.

Have the chance to participate in meaningful activities that build social networks and decrease feelings of social isolation.

Have the chance to have their voice heard to help shape and plan the strategies around the delivery of mental health services in their area.

Gain support to start or join a service user led group in their area.

Credo: A creative arts project based in and around the London Borough of Bromley. It provides educational courses in ceramics.

Branching Out: A horticulture project that supports wellbeing by getting people involved in providing contracted gardening services across the South East.

Harmony: A singing for wellbeing group open to people that use mental health services, their families and friends. This group meets on a weekly basis in Bromley.

Expected Outcomes for Community Engagement & Inclusion Services

People that participate in these services can expect to:

Participation in these services has a positive impact on feelings of self-worth and confidence. Services provide meaningful activity and help build social and support networks - more importantly they truly help people on their individual recovery journey.

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People who have used our Community Engagement & Inclusion Services have said:

There is such a feeling of positivity. It’s priceless. I wish they could bottle it!

Coming to Branching Out has made me think I can do this…coming here was the best decision I ever made.

I never used to be a creative person. It’s brought out a whole new side of me I never knew I had.

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Training & Consultancy Services

Community Options has the capabilities to deliver a range of training and consultancy services designed to support wellbeing, staff performance and service development.

We are nationally recognised as having been at the cutting edge of new and innovative models of care for over 25 years and have successfully delivered training and consultancy services to organisations as diverse as: The Australian National Bank, Oxleas NHS Foundation Trust, Cygnet Health Care and MIND.

Person Centred Planning & Wellness Recovery Action Planning.Mental Health Awareness for managers and employees.Recovery Star.

Person centred planning supervision.Process mapping.Managing and introducing smoking cessation.

We can provide a range of training and consultancy services such as:

We can also support organisations to meet the needs of their Corporate Social Responsibility Policies.

For an informal chat to discover how we may be able to support your organisation with your training needs please call us on: 020 8313 9725.

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We can provide a range of services and support from 24/7 Accommodation Based Services through to 1-1 Flexible Support Services designed to suit individual needs.

Our staff have extensive experience and knowledge in a wide range of specialisms including:

To purchase or commission our services, or simply to have a meaningful conversation about your requirements and how we may be able to help, call us on: 020 8313 9725 or email us at: enquiry@community-options.org.uk

Whether you are a privately paying individual or a commissioner of health and wellbeing services, we deliver services that support people with mental health needs so they may lead valued and meaningful lives in their communities.

With a team of specialist staff at the ready, including Occupational Therapists (OT) and OT Assistants we have the skills and capabilities to create and deliver innovative pilot projects or new models of support.

Hoarding.Older Adults.Dual diagnosis.Personality Disorders.Learning Disability & Mental Health. Complex, Severe & Enduring Mental Health Needs.

Support for a range of associated physical needs including: Diabetes, Chronic Obstructive Pulmonary Disease (COPD) & mobility issues.

Purchase our services

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Feedback & Complaints

Each year we ask people to give us their views through our feedback questionnaire. This questionnaire was developed and is reviewed annually by the people who use our services.

Complaints should be directed initially to the staff team. If this is not appropriate or does not resolve the matter, then the complaint can be escalated with the Senior Manager. A copy of our ‘General Complaints’ leaflet is provided when a service is taken up. For more information or to request additional copies, please contact Community Options on: 020 8313 9725.

We value feedback as it helps us to learn and grow. People’s views shape our services now and for the future. We encourage people to ask questions and tell us what they think.

Getting involved

This strategy clearly outlines:

What people have told us they wish to be involved and have a say in.

What people told us about how they would like to have their say.

What would make it easier for them to do so.

What the plan is and how we will be sure our plan works.

There are many ways that people who use our services, families, friends and stakeholders can get involved with our organisation. A full copy of the plan is available by contacting us on: 020 8313 9725.

We believe that every person who engages with our services should be given the chance to be involved and participate in a way that makes sense to them. We have developed an Involvement Strategy based on the direct feedback of the people using our services.

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Confidentiality

Safeguarding

People can view their records in line with data protection laws. All information is kept securely within personal files. We are not able to share information held by other services such as Care Co-ordinators, psychiatrists or GPs. Requests for this information must be made directly to that service.

We believe that everyone has equal entitlement to live in a safe environment free from abuse. We have a comprehensive Safeguarding Policy. Each person taking up a service is given a copy. If people are concerned that abuse is happening, it is really important they seek help, even if it seems like a little thing.

People who can help include:

Project staff - our staff are trained to monitor and report any signs of abuse to the proper authorities.

Your Care Co-ordinator and/or local Mental Health team.

Your Local Authority safeguarding team.

The police.

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Heritage Care operates as a registered UK charity and there are lots of ways you can get involved and support us.

Make a Donation You can make a donation to Heritage Care via the Community Options website, by hitting the donate button and having your credit or debit card to hand. Alternatively, you may post a cheque to us at our Head Office in Loughton, Essex.

Make a Regular Donation Making a regular donation to Heritage Care no matter how small, can have a huge impact! We also participate in the government Gift Aid Scheme so we may reclaim the tax paid on eligible donators’ regular monetary gifts. It’s easy to make a regular donation to us. Call us today on 020 8313 9725 and we will send you a form or use the donate button on our website.

Corporate Partnership Working with Heritage Care can benefit your organisation in terms of brand values and community exposure. It can also demonstrate your commitment to the wellbeing of your staff, clients and stakeholders. Call us on 020 8313 9725 to discuss how we may work together.

Leave a LegacyThe next time you are considering your Will and after you have provided for your own family and friends, please consider a life changing gift to Heritage Care. Please contact us for more details.

Volunteer Community Options advertises regular opportunities for people to volunteer with us and contribute to our work in supporting mental health wellbeing in the community. We welcome volunteers from all backgrounds and will provide appropriate training and, of course, travel expenses for whatever role you undertake.

Working as a volunteer for us can be both rewarding and fulfilling. For an initial discussion on volunteering, please contact our HR department on: 020 8290 3883 or email: recruitment@community-options.org.uk

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Community Options is used as a trading name of the mental health services within Heritage Care.Heritage Care Limited is a Company Limited by Guarantee Registered in England & Wales. Registered Company Number 07211819 and a UK Registered Charity Number 1135353.

Registered and licensed by the Care Quality Commission (Provider ID: 1-102643235).Head Office & Registered Address: Heritage Care | Connaught House | 112-120 High Road | Loughton | Essex | IG10 4HJ Telephone: 020 8502 3933 | Email: general.enquiries@heritagecare.co.uk | Website: www.heritagecare.co.uk

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