Our Vision: Making a positive difference to the lives of older people.

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1 1 Annual Review Our Vision: Making a positive difference to the lives of older people.

2 2 Challenge and Change The challenges and opportunities that come with living longer have regularly hit the headlines over the last twelve months. Within this broad context, we see our role as making a positive difference to all the lives of the older people we have contact with promoting wellbeing, providing preventative services and personalised support to enable people to be as independent as possible. We have adapted to the environment and risen to the challenge, developing and delivering a range of services designed to help make the lives of older people as fulfilling and enjoyable as possible. To help tackle the issues of social isolation we have a flexible range of activities and volunteering opportunities not to mention home based community services that provide relief from loneliness but also signpost and support access to other positive options. The challenges faced by older people remain with us, but we know that most if not all can be avoided, reduced or managed with the right integrated care and solution focused support. We aim to provide support that places our clients and their needs at the centre and involves them in the planning, structure and delivery of their services. To provide the maximum impact we work in partnership with the statutory and voluntary sector providing lasting interventions across clinical, social and emotional settings. There is fierce competition for funding and grants, and we are very proactive in seeking sustainable routes forward and imaginative approaches to partnership working that addresses multiple agendas. Pressure on public sector funding will mean that it is important for us to increase the number of our clients using personal budgets and ensure that we place an even greater emphasis on monitoring and evaluation. This Annual Review provides some insight into our achievements and impact and our website provides plenty of background, southstaffs. You might also like to follow us on Twitter or Facebook. We remain committed to providing flexible, adaptable, person-centred services of high quality, and rely on the hard work and support of over 150 staff and 350 volunteers who have risen to the challenge with the commitment, care and compassion that we have come to anticipate. Nick Maslen - Chief Executive, Age UK South Staffordshire Hazel Moss - Chair, Age UK South Staffordshire The Mayor of Tamworth, Cllr Richard Kingstone with Senior Service Manager, Sylvia Dunn, and Chair of Age UK South Staffordshire Hazel Moss. Annual Review

3 Strategic Goal 1: Leading the Way 3 We make a difference to the lives of older people in Southern Staffordshire who have some of the greatest health challenges. Our service supporting people with dementia and other complex needs has been developed to provide enjoyable day opportunities for local people in welcoming, easily accessible locations. We are recognised as a provider of excellence and will continue to build a reputation for care of the highest quality. By opening a day opportunities centre at Cannock, moving our services in Tamworth to a more accessible location and creating additional capacity at Penkridge we are enabling support across a wider geographical base and also ensuring the potential for growth in the future. We will develop additional facilities where there is a need whilst increasing the amount of clients that fund themselves via a Direct Payment or privately. Highlights of the Year In December we relocated our day care service in Tamworth and opened Victoria House, a newly refurbished, homely day centre which offers a safe, warm and friendly environment for up to 20 guests. In addition, we began taking guests for the new Meadow Room at Penkridge, which complements the resources available in our three other rooms and provides ten additional places per day. Outcome We currently enable over 160 vulnerable older people to remain in their own homes, by providing engaging, personalised, tailored support during the day, improving their quality of life, whilst providing essential respite for their carers. This respite impacts positively on the health and wellbeing of the carers whilst enabling family care to continue. Knowing my husband is in safe hands when I need to go to work is very reassuring. I drive away from Roller Mill relaxed, knowing that he is going to enjoy his day and I can tackle other aspects of our life without worrying. Mrs L, wife of guest in Garden Room, Roller Mill, Penkridge.

4 4 Strategic Goal 2: Working Together We are active across Southern Staffordshire and we often work in partnership with other agencies in order to best meet the needs of older people and ensure the reach, scope and depth of services are maximised. Our Community Services lead the way with community and partnership engagement and project development. Our local volunteers from within the area benefit from training and development, can build on existing skills or learn new ones and make a significant contribution to the local economy. Highlights of the Year Our volunteer led innovative community services include the national pilot of a malnutrition service, Eat Well Staffordshire, designed to impact on older people who are at risk of under-nutrition. We are also piloting a care navigation service in South Staffordshire providing detailed support to older people who may be able to enjoy a better quality of life by using community services. Both services are partnerships with direct links with the statutory and voluntary sectors. Outcome We have managed to reduce the risk level of 39 clients within the Eat Well service, and provided services to support a further 43 from making their level of risk worse. Our interventions so far have supported over 190 clients directly providing improvements in their diet, helping with meal planning and cookery, connections with other services, or relieving social isolation, and demonstrated healthy eating tips to over 2000 people. The Eat Well service means we never feel on our own someone cares, it makes a lot of difference. Mrs R, Client of the Eat Well Staffordshire Service. Annual Review

5 Strategic Goal 3: Moving Forward 5 We provide a flexible and adaptable range of high quality services to help older people to maintain or even improve their quality of life. Following a thorough assessment we provide options and tailor solutions based on their needs. We can offer varied support across the area of care at home, including providing day and night sitting and companionship which frequently fulfils the dual role of supporting the client and their carers. Highlights of the Year We have increased the amount of support we provide to older people across the board in response to demand, and continue to develop and innovate. We are currently piloting new initiatives, and are trialling a Bridging the Gap service to provide early support particularly to people on discharge from hospital. Outcome We help over 300 people with our Care and Support at home services, impacting on the quality of their lives and providing tailored, flexible support in their own homes, from doing the ironing to enabling clients to wash, dress, and take their medication. As 75% of our clients have long term conditions, we can be sure that the support provided is contributing to the effective management of that condition. I really look forward to my volunteering with Age UK South Staffordshire at Roller Mill, it provides a different environment to home and enables me to meet other volunteers and staff, whilst providing a service that I know is very welcome. I enjoy coming even more knowing that the care of my husband is in safe hands with the support from our regular carer. Mrs S, carer to her husband and volunteer befriender with the Eat Well team.

6 6 Strategic Goal 4: Motivate to Contribute The services we provide rely on the commitment and professionalism of 150 flexible, mostly part time staff, and over 350 volunteers. In return our organisation provides formal induction, training and development with opportunities to use transferable life skills. This has been recognised as part of our recent re-accreditation as an IIP organisation, and also the fact we have recently been assessed as meeting Age UK s Organisational Standards. Highlights of the Year Our flagship free Information and Advice service is supported by three staff members and 12 highly trained volunteers who provide on average 75 hours of input every week. Volunteers provide help with handling telephone enquiries, administration support and home visits. The service is a core member of a number of key partnerships and is linked directly with the Age UK National Advice Line. Impact Services provided by Information and Advice staff and volunteers have resulted in clients being awarded almost 800k worth of monetary benefits in a 12 month period, and securing 70k of funding over two years from the Advice Services Transition Fund and the Ministry of Justice. We would be lost without Age UK South Staffordshire there are not that many places to go for information in a crisis and the Information and Advice team have such a fantastic knowledge of the care sector. They were able to explain things so well, we are really grateful for the support they offered when we most needed it. All our calls were returned and we know we can call on the service again. Family of Mr S of Kinver. Annual Review

7 A positive picture for 2013/14 and looking forward 7 INCOME: 2.0m EXPENDITURE: 1.9m Charitable Charitable Activities Charitable Activities 90% 90% Charitable R Activities Activities 88% Cost of Generating Funds 7% Other Income 3% Governance Costs 2% Trading 9% Restructuring Costs 1% Other Income includes: Legacies, Donations and Investment Income. Strategic Goal 5: Quality Counts We support older people in the area by offering a range of quality and reliable products and services designed for the needs of the over 50s. We provide face to face information at our trading offices in Stafford and Tamworth. Profits from the sale of these products and services goes to support our charitable work, locally and nationally. Our trading office in Stafford is co-located with the charity s shop, which sells a variety of mostly used and nearly new goods. Highlight We relocated our Age UK shop in Stafford and undertook a complete refurbishment of the new store, so it provided a lighter, brighter shopping experience for our customers, a new private office for discussions about products and services, and an information centre. The new store, in Salter Street, is complemented by an existing store in Hednesford, and a trading office in Tamworth. In addition, profit from trading activity resulted in a record year of unrestricted income to the charity which has supported other parts of the organisation. Impact Our personal service, now rarely found on the High Street, results in loyal, regular customers who often use more than one of our services. Customers come to us for emergencies and at milestones and appreciate the support we provide. Some of our customers have been with us for 10 years. It is so reassuring to know that Age UK South Staffordshire is here..whenever we have a problem we come straight here. We tell our friends We find it really useful with my hearing problem and my husband s difficulty getting around Rev and Mrs W

8 8 Love later life Careline For information about all our services across the area UKSS INCIDENT INSTRUCT Information and Advice For a wide range of help and advice for older people and their families Insurance Services Age UK Home, Car and Travel Insurance is provided by Ageas Insurance Limited. For information about Age UK products and services Follow us on Age UK South Staffordshire Roller Mill Teddesley Road Penkridge STAFFORD ST19 5BD t This report can be made available in other formats and languages, please phone It is also downloadable from Registered charity number ARMar15lv ACOME2365V1MAR15