Archived decisions

Contact: Ray Barnard, Youth Service Manager, Tel: 01962 846424, email: [email protected]

1. Summary

1.1 This report summarises findings from three elements of the quality assurance procedures of Hampshire County Youth Service (HCYS): the internal inspection week; the HCYS staff survey; the survey of young people using the service.

1.2 The report identifies the positive findings, indicates areas for improvement and related action. The report recommends the revision of the HCYS quality assurance framework.

1.3 This report relates to Hampshire County Council's key aims of improving services, and maximising life opportunities, and to the Cabinet priority for youth.

2. Internal quality assurance

2.1 Internal quality assurance procedures have been implemented over the past five years and are aimed at monitoring, and improving, the quality of youth work managed by HCYS. The processes involved in the staff survey, the survey of young people using the service and the feedback to projects from visits made by managers and peers were reviewed earlier this year. The revised processes were utilised for the 2004 surveys and the internal inspection week.

2.2 The HCYS quality assurance framework needs further revision in order to take account of central government targets for youth services, new Ofsted requirements and the standards contained in the Transforming Youth Work - Resourcing Excellent Youth Services (REYS) document. The deputy county youth officer will be taking the lead on this task.

3. Internal Inspection Week

3.1 The projects selected for inspection, reflected the wide-range of youth work managed by the service. A total of 33 projects (3 per district, equating to approximately 20% of the total number of projects) were inspected. The inspections were carried out by senior and experienced staff. Guided by the Ofsted Youth Work inspection criteria the inspection teams focussed on: the quality of relationships between youth workers and young people; the quality of youth work practice; the quality of the curriculum and the outcomes for young people.

3.2 Some initial feedback to projects was given by the inspectors at the end of the observed session and a written report was discussed with project staff by arrangement with senior youth workers. To ensure recommendations for improvement are followed through, further discussions have been held locally.

3.3 In addition to providing feedback aimed at improving individual projects, the inspection week has also provided useful information about the quality of work across the whole county. To ensure maximum benefit for the service from the inspection week a detailed report is being produced and utilised.

3.4 Key findings from the inspection week:

1. 84% of the projects were graded as satisfactory or above. This is close to the related 90% but still leaves room for improvement

2. 70% of projects were assessed as good or very good

3. The quality of working relationships between youth workers and young people was of a consistently high standard across the county

4. Good use was made of youth work skills by the staff and some imaginative interventions drew high praise. However, there were signs of inconsistency on how well staff capitalised on spontaneous opportunities for learning. Where inspectors identified individual areas for improvement in youth work practice, local action is being taken under the guidance of the senior youth worker

5. There was evidence from the inspection of good planning and preparation. There were also several references to young people being involved in planning and evaluation processes. Recommendations for improvements to the curriculum were specific to individual projects, and local action is being taken to follow these up

6. Learning outcomes noted by the inspectors included references to knowledge gained by young people about health issues, the law, political decision making, and training opportunities. Young people also showed and reported, improvement in their personal skills, anger management, self esteem and self confidence. The major area for improvement identified by the inspection was the need to improve the recording and accreditation of learning outcomes.

3.5 The inspection week indicated generally high standards of youth work across the county. Senior youth workers are ensuring that all projects will seek improvement by implementing the project specific recommendations made by the inspection teams. The County Youth Officer will be kept informed of the progress made in implementing the recommendations. The need to improve the level of recording and accreditation of learning outcomes is a high priority for the service, and work has begun to address this.

4. Staff Survey

4.1 In June 2004, all staff employed by HCYS were invited to complete a confidential staff survey questionnaire. The main aims of the survey were to gauge staff satisfaction and to help identify areas for improvement of the service. One hundred and seventy four questionnaires were returned, which equates to approximately one third of the total number of staff employed at the time of the survey.

4.2 Key findings of the staff survey:

1. 84% of the respondents indicated they are happy or very happy with their work, a further 9% were neither happy or unhappy

2. 6% of the respondents indicated they are unhappy with their work

3. 0.5% of the respondents indicated they are very unhappy with their work

4. 0.5% of the respondents did not complete the question

4.3 The 84% satisfaction rate compares favourably with other public sector staff surveys. Where staff have expressed individual concerns about their work, they have been encouraged to discuss these with a youth service manager or with their line manager.

4.4 The most commonly nominated improvement to the service referred to by staff was reducing paperwork/bureaucracy. This issue is currently being considered by a staff working group. Action is being taken to streamline planning and to introduce efficient data collection systems.

4.5 A significant percentage of respondents drew attention to the impact on teamwork of difficulties with recruitment and retention of staff. There are however, signs of improvement in recent months, especially in the recruitment and retention of fulltime staff.

4.6 When asked about successes and satisfaction in their work, a majority of staff mentioned engagement in face to face work and playing an active role in the development of young people. There was also a high level of satisfaction expressed about participation in staff development opportunities.

4.7 A detailed report identifying any significant trends from the staff survey, is being produced.

5. User Survey

5.1 The main aims of this annual survey are to monitor user satisfaction and to provide information about the needs of young people. In addition to other means of assessing need, the results of the survey are used in planning at district and county levels. 687 survey forms were returned, which equates to approximately 25% of the young people attending HCYS projects during the period of the survey.

5.2 Key findings of the user survey:

1. 98% of the respondents rated the project they attended as satisfactory or better, with 78% giving a rating of excellent or very good.

2. 0.1% of the respondents rated the project they attended as unsatisfactory or worse, and the remainder of 1.9% did not respond to this particular question. The user satisfaction rate of 98% exceeds the related REYS target and compares favourably with the rate of 88% found in previous surveys

3. A significant percentage of young people mentioned how much they valued feeling respected by HCYS staff, participating in the activities on offer and meeting and making friends.

4. When asked what they had learned from attending the project, 28% of young people referred to improved self esteem, self confidence and specific inter-personal skills. 23% reported they had acquired skills in particular activities and 17% reported that their attitudes had changed. Only 3% of the respondents claimed they had learned "nothing."

5. 19% of the respondents reported receiving a certificate from the service, including 8% who specifically referred to an accredited award. This will be a useful benchmark for comparative purposes in future surveys.

6. Regarding improvements to the service, 26% of the respondents requested an increase in the number of indoor and outdoor activities available and 22% requested improved equipment and buildings. The next most requested improvement (11%) related to increased opening times of projects. In summary, the survey indicates that a high percentage of young people are requesting an increase in the quantity of services, rather than qualitative changes.

7. The survey also provides information about the length of time young people stay with the service and their ages, gender, ethnicity and special needs. This information will be used for monitoring resources and equality.

5.3 As in previous years, a detailed report of the 2004 user survey will be used for planning in the districts and at county level.

6. Recommendations

6.1 That the positive elements of the Hampshire County Youth Service user survey, staff survey and internal inspection be welcomed, and action is taken by the County Youth Officer to address the areas for improvement.

6.2 That a revised quality assurance framework for the service is produced and implemented.

Section 100D - Local government act 1972 - Background Papers

The following documents disclose facts or matters on which this report, or an important part of it, is based and has been relied upon to a material extent in preparation of this report.

N.B. The list includes:

1. Published works

2. Documents which disclose exempt or confidential information as defined in the Act.

Transforming Youth Worker - Resourcing Excellent Youth Services