Patchless Pilot Amicus Horizon Mid Kent Making homes

Patchless Pilot Amicus. Horizon– Mid Kent Making homes, helping people Amicus. Horizon Patchless working Remove patches, become one team www. amicushorizon. org. uk

Patchless Pilot Amicus. Horizon– Mid Kent The beginning • Where it started • Why we did it www. amicushorizon. org. uk Making homes, helping people

Patchless Pilot Amicus. Horizon– Mid Kent How does it work • Planned/Responsive/Duty roles • Structured rota’s www. amicushorizon. org. uk Making homes, helping people

Patchless Pilot Amicus. Horizon– Mid Kent The roll out www. amicushorizon. org. uk Making homes, helping people

Patchless Pilot Amicus. Horizon– Mid Kent Managing our work • Managing cases (ASB/Mutual Exchanges) • CRM • Looking after vulnerable residents www. amicushorizon. org. uk Making homes, helping people

Patchless Pilot - Mid Kent Amicus. Horizon Managing change • Team morale • Staff/managers buy in • Resident Satisfaction www. amicushorizon. org. uk Making homes, helping people

Patchless Pilot - Mid Kent Amicus. Horizon CRM www. amicushorizon. org. uk Making homes, helping people

Patchless Pilot - Mid Kent Amicus. Horizon CRM Queues www. amicushorizon. org. uk Making homes, helping people

Patchless Pilot Amicus. Horizon– Mid Kent CRM Reports www. amicushorizon. org. uk Making homes, helping people

Making homes, helping people Patchless Pilot Amicus. Horizon– Mid Kent Distribute work evenly CRM tasks allocated to officers Jan/Feb/March Total Qtr 1 CRM tasks allocated to officers April/May/June Total Qtr 2 120 180 160 140 120 100 80 60 40 20 0 104 120 135 100 103 96 77 104 88 86 80 60 39 40 0 20 0 0 Kayleigh Lauren www. amicushorizon. org. uk Sally Steve Tanya Tracy Vance Kayleigh Lauren Sally Steve Tanya Tracy Vance

Making homes, helping people Patchless Pilot Amicus. Horizon– Mid Kent Distribute work evenly ASB cases allocated ASB Cases Apr to Oct 2013 Tracy 2% Steve 10% Sally 12% Tanya/Jo 20% www. amicushorizon. org. uk Vance 33% ASB Cases Apr to Dec 2014 Sally Lauren 3% 4% Tanya 16% Kayleigh 22% Steve 21% Tracy 16% Kayleigh 22% Vance 18%

Making homes, helping people Patchless Pilot Amicus. Horizon– Mid Kent Regional working The set up 3 Duty Officers 3 Responsive Officers 8 Planned Officers Base: Central Office Duties: Co-Coordinating work to HO’s from queue Allocation of ASB cases Call Duty Re-scheduling calendars for leave/sickness Base: Rotation to all 3 areas Duties: Viewings, sign ups, emergencies, urgent pre Voids. Base: Usual Area Office Duties: Visits for all tasks, meetings, training, neighbourhood inspections, mutual exchanges, asb etc Planned Admin www. amicushorizon. org. uk

Patchless Pilot Amicus. Horizon– Mid Kent Mobile working/hot desks www. amicushorizon. org. uk Making homes, helping people

Patchless Pilot Amicus. Horizon– Mid Kent Summary • Learning from each other /sharing best practice • Challenges • Benefits www. amicushorizon. org. uk Making homes, helping people

Patchless Pilot Amicus. Horizon– Mid Kent www. amicushorizon. org. uk Making homes, helping people