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  ISO 9001 Introduction / Awareness Information

SUMMARY:

The Standard: - ISO 9001 – “Quality Management Systems” is a written set of guidelines (a framework), which any organisation can follow, in order to help control operations.  The overall aim of a quality management system is that the customer requirement is clearly understood and effectively delivered.

‘ISO 9001’ specifies that certain activities should be under control and particular records must be maintained.

 

WHAT DOES ISO 9001 ‘CERTIFICATION’ MEAN? :

Once an organisation has established suitable processes and records, a third party certification body is invited to assess the compliance of the ‘Quality Management System’, against the requirements of the standard.  If satisfied, they grant certification (sometimes referred to as ‘ISO 9001 Registration’), which can then be forwarded to interested parties as evidence of well-structured and diligent practices and a ‘Registered Logo’ can be displayed on corporate information.  ISO 9001 is internationally recognised, with over a million certificated organisations, worldwide.

 

THE ASSESSMENT PROCESS:

Our selected Certification Body, who carries out the ISO 9001 assessments, is the British Standards Institution (BSI).  A representative from BSI regularly visits us to carry out assessments, within which he/she verifies that we comply with all of specified requirements of the standard, by sampling documentation, speaking to personnel and observing departments and practices.

 

WHY DO WE USE ISO 9001?:

There are various reasons why organisations, such as us, choose to adopt this standard.

 

1.   The quality management system is a useful tool to help us define and monitor our processes and to ensure that we are in compliance with customer expectations and industry requirements.

2.    It provides an independent benchmark to verify that we are indeed following the high standards that we set for ourselves and that the overall service provided to the customer is at a consistently high level.

3.    Customers and other external stakeholders often expect that their service providers, such as us, are able to demonstrate compliance with this quality standard through accredited third party certification.

 

WHO IS INVOLVED IN ISO 9001 :

In short… everyone who carries out work on behalf of Next Step.  - For example, directors set out policies, procedures, objectives, and these are implemented and adhered to throughout the workforce.

 

We are supported in development and implementation of our ISO system by consultants from Admac Ltd.

 

The Next Step Care Management policy/procedures and documentation,  that comprises our quality system can be found via the NSCM staff website, or also available electronically via:  www.admac.co.uk/gateway.

 

POLICY STATEMENT:

Within our quality management system, we have defined a ‘Policy Statement’.  To paraphrase, this is the senior management’s endorsement that we shall comply with customer requirements, and commit to continually improve through the setting of objectives.  It is the responsibility of every member of the company to do whatever he/she reasonably can, to control and improve our corporate quality performance.

 

Introduction

NSCM Privacy Notice describes how we use information, particularly information that relates to you. 

NSCM is a registered Data Controller with the Information Commissioner’s Office (ICO), under registration number Z8473128, for the purpose of collecting and processing personal information.

Who do we collect information about? 

NSCM collects records and holds information on all YP/A who have been referred for accommodation and / or outreach support and have taken up a placement. 

We need to know your personal data / information so that we can provide you with the right accommodation and outreach support to meet your needs.

What personal data / information do we hold and do we collect this information? 

Your basic personal data / information may be provided to us by the referrer (social worker or statuary agency) when they refer you to NSCM for a service. When contacting us, you and the referrer will be asked for personal information such as name, address, postcode etc. Information collected to inform the request for a service will include, for example: 

• Personal details

• Family details

• Lifestyle and social circumstances

• Financial details

• Employment and education

• Offences and alleged offences 

 

Some information is special due to its sensitivity, it may include:

• Physical or mental health details

• Sex life

• Sexual orientation 

• Racial or ethnic origin

• Religious or other beliefs of a similar nature

• Political opinion

• Genetic and biometric data

 

This might be collected in person, over the phone or via forms sent through secure email or password protected.

Information may also be shared with us by another organisation due to NSCM being part of a package of support being provided. This may include organisations such as national and local NHS bodies, Local Authorities, Police, probation, colleges and schools. 

 

What is the lawful base for NSCM using your personal data / information?

The law on data protection allows us to process your data for certain reasons only. 

The information below categories the type of data processing NSCM undertake and the lawful basis we rely on.

 

Activity

Lawful basis

NSCM Application form

Personal details, special categories, history, life style, social circumstances risk assessment.

 

Public task

Personal details

Name, address, phone numbers, gender, national insurance number, right to work in UK, GP, next of kin, education, financial details, criminal convictions, risk assessment.

Public task

Special categories

Physical or mental health, disability, sex life, sexual orientation, race, ethnic origin, political opinion, immigration status, religion, genetic and bio-metric data.

Public task

Risk Assessments

Circumstance that may pose a risk to you or NSCM staff or professionals, how to support you and how to manage the risk.

 

Public task

Contact sheets

Record of any contact with you, any professional working with you, family or friends, in person, by phone or email.

 

Public task

Daily / Weekly / Monthly summary report 

Updates to social worker about how you are getting on in placement, any risks, successes, strengths.

 

Public task

Chronology

Record of changes and significant  events and incidences. Factual information, transitions, issues, interventions by NSCM and / or professionals.

 

Public task

Accident / incident / injury reports / RIDDOR

Accidents and any treatment or hospitalisation, physical or verbal incidences towards NSCM staff or property.

 

Public task

Safeguarding form or Cause for Concern form

Details - reporting a safeguarding or concern to social workers , police or appropriate agencies

 

Public task

Missing Person Form

If you go missing from placement, details of what may have triggered you going missing and risks form is shared with social workers, police or appropriate agencies.

 

Public task

Independent Living Skills Assessment Form

Assessment of how you getting on living independently.

 

Public task

Placement Plan

Where you need support and what action is required and by whom. 

 

Public task

Permission Form

When you ask NSCM staff to speak to an agency on your behalf, or where we may suggest that we can speak to an agency in your behalf.

 

Contract

How do we use personal data / information? 

NSCM holds personal data / information to enable us to provide appropriate accommodation and outreach support packages to YP/A, to refer to specialist services, to maintain our accounts and records.

We may also use information to: 

• Deliver services and support to you

• Manage services we provide to you

• Producing assessments of the health and care needs, child protection or safeguarding 

• Contribute to assessments that may result in the YP/A being taken  into care under mental health law / safeguarding or child protection framework

• Identifying priorities for action 

• Informing decisions on planning of new services

• Identifying staff training needs 

• Help investigate any worries or complaints check the quality of the services

 

How the law allows us to use your personal data / information

 We collate and use personal data / information where 

• You or your legal representative have given consent

• You have entered into an agreement / contract with us

• To perform our statutory duties 

• To protect someone in an emergency 

• To deliver health and social care services

• It is required by law

• To protect public health 

 

Information security and data sharing 

NSCM is a data controller for the purposes of the General Data Protection Regulation (GDPR) May 2018.When processing your personal information we will aim to do so fairly, lawfully and in line with the GDPR. Information will not be held for longer than required and will be disposed of securely. 

 

We will work in an open and transparent way, discussing and /or sharing any reports, updates and assessments written by your outreach worker, with you, before sending them to your social worker. 

We will only share your personal data / information after discussions with you, with appropriate organisations such as the NHS, health care professionals, social care and welfare organisations. The Care Quality Commission and / or Ofsted may also access your information as part of an inspection or monitoring process of NSCM.   We will only share personal data / information once the necessary legal basis has been established and data protection safeguards have been verified. See Lawful basis above.

We will not give or sell your information to any third party for marketing purposes. 

What are your rights? 

You have the right to ask for all the information we have about you. When we receive a request from you in writing, we must give you access to everything that we have recorded about you. If you can’t request this in writing, please talk to you Outreach Worker who will   consider another way to enable you to make this request. 

However, we are unable to let you see any information held in your records which contain confidential information about other people or where a professional thinks this will cause serious harm to you or some else.

‘Right to be forgotten’ – you can ask for information to be deleted

In some circumstances you can ask for your personal data/ information to be deleted. For example, where there is no legal reason for us to use it. If you believe the information we hold is wrong you have the right to have it corrected or deleted

Information required by law cannot be deleted where it is used for public health purposes or if it is necessary for legal claims.

Limit the use of your personal data/ information

You can request us to restrict what we use your personal data/ information for where you have identified inaccurate information, and have told us about it.

Where possible we will seek to comply, but we may not be able to where we need to hold or use your information because we are required to by law.

How we protect your personal data/ information

We hold all records about you (paper or electronically) securely and only make them available to those who have the right to see them. 

We secure information by using secure emails; hiding parts of your personal information from view and password protect electronic documents. 

We ensure that emails are sent without revealing addresses to other recipients and use blind carbon copy (bcc), not carbon copy (cc).  We also check group email addresses and only send the message to the people that need to see it. 

Paper documents are held in a secure cabinet and locked room / office.

Paper is shredded and disposed of securely.

NSCM mobile phones and devises used by staff in the course of their work with you are password protected.

 

How we keep NCSM safe and protect against online risks

NSCM IT equipment has firewalls and virus checking systems to protect your personal data / information. Staff working for or on behalf of NSCM are expected to protect their personal devises i.e. mobile phones / IT equipment, if used for NSCM business.

All devises / IT equipment are password protected; in addition, all files containing personal data / information held on this equipment are password protected.  

NSCM take the following actions to minimise the risk of personal data / information being compromised:

• Train Staff  

• Staff declaration and commitment to reporting data breach

• Email disclaimer

• Secure email and file transfer

• Delete suspicious emails

• Robust reporting mechanisms in the event of loss or stolen devises (laptops, I-Pads, tablets, mobile phones etc.)

• Strong password protection on all devises 

• Download software updates

• Use of anti-virus software

• Decommissioning the removal data form devises / hardware no longer in use or obsolete 

• Memory sticks password protected

• Refresh NSCM Policy & Procedures, and continue to review the procedures annually

NSCM have a storage device located at Head Office. The devise stores information on the Cloud and is backed each night. This system is encrypted to protect all stored data / information. Closed files are stored on the system.  

NSCM rely on Egress Switch Secure Email and File Transfer to communicate and share information, and need to protect the personally and commercially sensitive data that staff share both internally and with external users. Egress Switch Secure Email and File Transfer provides easy-to-use, flexible email and file encryption that offers the highest levels of security and access controls. In addition to encrypting message content and attachments. Switch Secure Email and File Transfer provides total control over shared information in real time, with the ability to revoke access, audit user actions and add message restrictions to prevent data mishandling.  

Standards

• Government and industry-certified data security

• Switch Secure Email and File Transfer features comprehensive government and industry-certified security and authentication, including email and file encryption at rest and in transit, multi-factor authentication, and customisable policy controls. 

• Users can stay in control of their information after it has been shared both internally and externally by revoking recipient access, preventing actions such as download and copy / paste, and viewing audit logs. 

• Switch is certified under NCSC Commercial Product Assurance, Common Criteria and ISO 27001:2013.

 

How long do we keep your personal data / information for?

We are required, by law to keep your personal information for a set period of time and this can range from months to decades for more sensitive records. Records for YP/A leaving care are retained from the date of birth + 75 years or 15 years after death of child (where child dies under 18. Adults with Mental Health difficulties and or subject to the Mental Health Act files are retained from the last action + 20 years.

If you have concerns about how we use your personal information 

You can make a complaint if you have a concern about the way the NSCM is handling your information you can email  This email address is being protected from spambots. You need JavaScript enabled to view it., or you can complete an NSCM Complaint / Compliment form which can be downloaded from www.nscm.co.uk or contact NSCM Compliance Officer Philip Savva on Tel: 0208 211 3663.  The Data Compliance Officer will investigate your complaint and respond within 15 working days.

If that response does not fully address your complaint, or if you are still not satisfied with our actions, you can contact the Information Commissioner’s Office ('ICO'). The ICO is an independent official appointed to oversee the General Data Protection Regulations, May 2018. Further information can be found on the ICO web site, https://ico.org.uk/. The ICO's address is Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF, and the phone number is 0303 123 1113 (local rate) or 01625 545 745 if you prefer to use a national rate number.

NSCM aims to provide services which involve and empower YP/A as fully as possible. From time to time people may feel that this aim and the stated objectives of the service have not been met. We would like to know about this and to do our best to put it right.

Many problems arise from misunderstandings and genuine mistakes and can be resolved by talking to an Outreach Worker. Every attempt will be made to resolve a complaint as soon as possible. However, YP/A, professionals, contractors have the right to make formal complaints if they feel the problem cannot be resolved in this way.

Alternatively YP/A and professionals can contact the Regional Manager or raise their concern in writing by completing NSCMs Complaints / Compliment form.

All complaints will be investigated by the manager.

Compliments 

We also want to hear from YP/A and professionals when things have gone well and welcome any feedback.

 Complaint / Compliment Form

Welcome letter 

I would like to welcome you to Next Step Care Management Ltd (NSCM) and hope that you will achieve your goals and ambitions, with our support, during your time with us. 

We would like you to make full use of what we have to offer. This information has been designed to answer some of your questions and signpost you to national organisations or websites, more detailed information can be found on our website www.nscm.co.uk, in Young People / Adults Advice and Information section. 

If you are unable to find the information you are looking for or have a question you want to ask please email This email address is being protected from spambots. You need JavaScript enabled to view it..

We will be interested to hear what you think about our website and the information available. If you have any ideas of what else we should include please let your Outreach Worker know.

Whilst you are with NSCM, if there is anything you are unhappy about, you should discuss it with your Outreach Worker and explore ways to work round the issue. However if you would like to raise the matter with someone else you could ask to meet with the regional manager, just call the office that is working with you.  Alternatively you may wish to raise your concern in writing by completing our complaints form which you can download from http://www.nscm.co.uk, Young People / Adults Advice and Information section, complaints form. 

You have a right to be free from abuse and harassment, and we would encourage you to bring to our attention anything you feel may threaten that. 

I would like to make you aware that there is also a formal process to air your concerns, complaints or compliments. If you feel that your concern / complaint has not been listened too you should email This email address is being protected from spambots. You need JavaScript enabled to view it. outlining your concerns or request a call back. Alternatively you can complete NSCM complaint / compliment form and send it to This email address is being protected from spambots. You need JavaScript enabled to view it.

Our key aim is to ensure that after your time with NSCM, that you have the skills and confidence to move forward, live independently and take control of your future.  

Andrew Savva

Director

 

 

Download the full Young People / Adults handbook in PDF format

       

In 1994 we became one of the first companies to offer an alternative to residential accommodation by giving vulnerable Young People / Adults a real opportunity to experience independent living in stand-alone accommodation.  

Today we are a nationwide organisation which has offered accommodation and outreach support to thousands of vulnerable Young People (16+) and Adults (YP/A) enabling them to achieve positive outcomes. 

We provide flexible, responsive and needs led packages that promote life skills and transition to independence.

 

 

Welcome letter

Outcomes 

We are committed to providing the right conditions to enable YP/A to achieve positive outcomes which support them to transition to independence. When YP/A leave the accommodation and support provided by NSCM they will be able to: 

• Live independently 
• Manage their money draw up a budget
• Purchase gas/electricity weekly
• Access and arrange provision of utilities
• Plan a healthy menu
• Prepare and cook basic healthy meals
• Write a CV
• Make an application for courses /training 
• Complete a job application 
• Apply for welfare benefits 
• Use public transport and take short journeys 
• Understand the consequences of their actions 
• Make positive life choices 

 Provision

We will provide:

Accommodation 

Good quality, appropriate sized accommodation in chosen area.

• All furniture and white goods
• Rent on chosen/allocated accommodation 
• Deposit and securities on accommodation 
• Help to identify temporary and permanent accommodation 
• Removal costs into NSCM accommodation 
• Removal Costs into permanent accommodation 
• Landlord/tenant liaison 
• Financial and practical support (arranged at time of referral if required)
• Starter Pack of provisions and household items 
• Payment of water bills 
• TV license 
• Monthly phone card
• Life skills monies 
• Smoke alarms First aid kit and fire blanket 
• Home maintenance/tool kit 
• Vouchers at Christmas / birthdays / other religious ceremonies 

 Outreach support 

Agreed outreach visits per week (From 3 hours to 24/7) including a health and safety visit.  We will support to identify. 

• Education and training opportunities. 
• Employment and CV services. 
• Access local community services and resources. 
• GP and Dentist.
• General health and safety advice/support.
• Drugs and alcohol information. 
• Support and advice with emotional issues. 

 Guidance 

• To design an individual leisure plan 
• Confidence to deal with utility service providers complete forms (TV License, Job Seekers Allowance etc.)
• Support with National Insurance (NI) and birth certificate. 
• 24-hour telephone advice line. 

 Personal development and networking 

• Life skills, role modelling, information and worksheets. 
• Follow up visit once in the first permanent accommodation 
• Weekly updates for NSCM and updates to social workers according to individual care plans
• Visits and contacts to be recorded on file within 48 hours.
• Reports for reviews and end of placement report. 
• Honest and trusting relationships with outreach workers and other professionals. 
• Relationship with peers neighbours etc. 

 Support and advice on establishing personal and domestic hygiene routines

• Health 
• Budgeting 
• Training/education/recreation 
• Emotional wellbeing  
• Future plans 

 Real life experience and high-quality independence training 

• Tailored support packages and accommodation to meet individual needs. 
• An adult role model that will be available to give support and advice when required or as agreed as part of the care plan. 
• YP/A encouraged to take calculated risks and to learn by their mistakes and try again. 

 A skilled, experienced and/or qualified workforce. 

• Staff qualified in health and social care, social work, teaching, psychology and other relevant disciplines that can demonstrate skills in child development, community involvement, youth justice, advocacy, motivational techniques, parenting, sexual health etc. 
• Assessment, planning and review documents as specified in the care plan. 
• To attend regular meetings with referring agencies to discuss YP/A placement and progression. 
• Telephone access to the outreach worker assigned to the YP/A during office hours and telephone access to an out of hours advisory line. 

Objectives

• To develop independent living skills. 
• To increase the YP/A self-esteem and sense of self-worth. 
• To assist in personal development. 
• To develop positive peer group relations and appropriate relationships with authority. 
• To decrease a criminal mind set and behaviour. 
• To increase and diversify a YP/A recreational and leisure activities. 
• To teach the YP/A to use their spare time in a more constructive manner.
• To develop the YP/A sense of responsibility and accountability for their own behaviour.
• To increase the YP/A social skills, problem solving skills, communication skills and self-care skills. 
• To decrease impulsive, out of control behaviour in the YP/A and increase their ability to manage behaviour themselves and to make positive decisions about their behaviour. 
• To develop appropriate expressions of sexuality in the YP/A. 

 NSCM will ensure the YP/A:

• Has regular contact with an Outreach worker, as agreed, as part of the care plan.
• Has been given the opportunity to improve numeracy and literacy skills accompanied to seek work, education or training. 
• Shown how to complete a job application form. 
• Given various interview techniques and tips. 
• Is Shown how to apply for Welfare Benefits accompanied to career, benefit advice agencies and job centres. 
• Shown how to access and arrange provision of utilities. 
• Made aware of issues around fire safety. 
• Accompanied on regular shopping trips. 
• Given information on nutrition. 
• Shown on how to prepare and cook basic meals. 
• Shown how to carry out basic household duties (i.e. cleaning, ironing, etc.).
• Given information on general health issues such as sexual health, testicular/breast cancer, pregnancy and contraception. 
• Have had experience of using leisure time appropriately. 
• Have had experience using public transport on a regular basis.
• Have had experience drawing up realistic budgets purchasing gas/electricity weekly menu planning. 

Welcome letter

We aim to support vulnerable YP/A to manage their: 

• Relationship with family, peers, neighbours, staff and other professionals.

• Accommodation.

• Personal and domestic hygiene.

• Budgeting.

• Physical and emotional health.

• Training/education/employment/recreation.

 

To achieve these aims we: 

Tailor the support and accommodation to meet the needs of the individual.

• Provide real-life experience and high quality independence training, which builds resilience and self-belief.

• Support the YP/A to restore and maintain the highest standards of personal, physical, mental health and hygiene.

• Enable the YP/A to challenge and overcome issues associated with rejection, discrimination, frustration and persecution on any grounds (i.e. gender, age, sexual orientation, race).

• Provide chances for the YP/A to make informed choices about their lives.

• Help the YP/A to understand the consequences of, and refrain from, unproductive, offending and antisocial behaviour.

• Enhance and develop moral, cultural, social, emotional and religious wellbeing.

• Tailor support for the YP/A using assessment, planning and review.

• Listen to the voice, wishes and feelings of the YP/A, working together to achieve the desired outcomes. 

We are able to accommodate and tailor intervention packages to support vulnerable Young People 16+ and Adults, unaccompanied asylum seekers, teenage parents, YP/A with learning needs, children in care, families and their children, refugees, young offenders, challenging behaviour and sexually inappropriate behaviour. 

This is not an exhaustive list, referrers should contact the office in their area to discuss the needs of the YP/A.

 Welcome letter