Section Title Number. Foreword 3. Our Vision 4. Our Priorities 5. Aim of the Strategy 5. The Purpose of the Strategy 6

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2 Contents Section Title Page Number Foreword 3 Our Vision 4 Our Priorities 5 Aim of the Strategy 5 The Purpose of the Strategy 6 Our Principles for Communicating 6 Our Promises 7 How will we engage? 7 Key Communication Relationships 8 How will we communicate? 8 Quality Standards 9 Key Developments 2015/ Looking Ahead and Future Priorities 11 Key Messages 12 Our Success Measures 12 Communication Links and Media 13 Monitoring, Review & Evaluation 14 If you are concerned about someone 15 Your Views 15 Annexes Annex A - Communication & Engagement Forward Plan Annex B - Sample of Adult Protection Feedback Survey Annex C - Short Case Studies Annex D - Communication & Engagement Strategy Survey

3 Foreword On behalf of the County Durham Safeguarding Adults Inter-Agency Partnership Board (hereafter the SAB), I am pleased to introduce you to our Communication & Engagement Strategy This strategy is at the heart of our vision that we will support adults at risk of harm to prevent abuse happening and when it does occur, we will act swiftly to achieve good outcomes. The main focus of the SAB is to assure itself that local safeguarding and partners act to help and protect adults in its area who meet the safeguarding criteria as set out in the Care Act The SAB includes a wide a range of key partners, represented by nominated Senior Officers. The statutory partners of the Board are:- Durham County Council Durham Constabulary North Durham Clinical Commissioning Group and Durham, Dales, Easington & Sedgefield Clinical Commissioning Group. We are committed to the well-being and protection of adults with needs for care and support and who are at risk of abuse or neglect, and as a result of their needs are unable to protect themselves without help. We are committed to hearing and responding to the voice of adults with care and support needs and their carers and to valuing those voices in continuing to inform us and shape our future practice. As well as the SAB meeting its statutory obligations, six key principles of adult safeguarding form the foundation of its work, Empowerment, Prevention, Proportionality, Protection, Partnership and Accountability 1. The SAB and its partners are committed to achieving good outcomes for the adults they support through its locally agreed safeguarding arrangements. Key to this success is a heightened awareness 2 within our local communities inclusive of all adults with care and support needs, children and young people, parents and carers, communities of interest and hard to reach groups. This Communication & Engagement Strategy sets out what we will do to improve engagement and raise awareness. County Durham SAB actively seeks the views of adults, their carer s, or their representatives about the safeguarding service they have received. We do this by sending out a survey (see Appendix 1). It is very important to us to achieve good outcomes; the information from completed surveys helps us to improve our work. I would like to thank the members of the SAB User and Carer Task and Finish group for the work they have undertaken to maximise those opportunities to seek feedback and in the development of this key document. I would also like to thank the wider partners of the SAB and the Communications and Training working group for their consultation, review and contributions to the production of this strategy. Jane Geraghty, Independent Chair. 1 See also Statement on Government Policy on Adult Safeguarding (2011) 2 See also Department of Health, Care & Support Statutory Guidance, Section (2016) 3

4 Our Vision Safeguarding means protecting an adult s right to live in safety, free from abuse and neglect. It is about people and organisations working together to prevent and stop both the risks and experience of abuse or neglect, while at the same time making sure that the adult s wellbeing is promoted including, where appropriate, having regard to their views, wishes, feelings and beliefs in deciding on any action 3. We will support adults at risk of harm to prevent abuse happening; when it does occur, we will act swiftly to achieve good outcomes. This vision is whole-heartedly supportive of the County Durham Sustainable Community Strategy for an Altogether Better Durham by 2030 and its commitment to listening to and working with local people to meet their needs and aspirations and this is echoed by the six underpinning principles for safeguarding adults:- Empowerment - I am asked what I want as the outcomes from the safeguarding process and these directly inform what happens. Prevention - I receive clear and simple information about what abuse is, how to recognise the signs and what I can do to seek help. Proportionality - I am sure that the professionals will work in my interest, as I see them and they will only get involved as much as needed. Protection - I get help and support to report abuse and neglect. I get help so that I am able to take part in the safeguarding process to the extent which I want. Partnership - I know that staff treat any personal and sensitive information in confidence, only sharing what is helpful and necessary. I am confident that professionals will work together and with me to get the best result for me. Accountability - I understand the role of everyone involved in my life and so do they. 3 Taken from, Department of Health, Care & Support Statutory Guidance, (2016) 4

5 Our Priorities The SAB has developed a 3 year forward strategic plan supported by all its partners with a one team approach. The priorities reflect the direction of travel of the SAB, with an increased priority given to listening and responding to the voice of users and carers. We will use that information to inform our practice. In addition, legislative changes, transformation of services and research informs our work. The SAB has identified its future strategic priorities as: User/Carer Voice Prevention Performance Framework Partner Engagement Learning Lessons & Improvement Care Act/Legislative Compliance Awareness There is a clear focus of the SAB to achieve good outcomes. Making Safeguarding Personal is reflective in all that we do, recognising the adults we support should be central to all our safeguarding work. This also requires listening to the voice of frontline staff in working together for the adults we support to achieve their outcomes. Aim of the Strategy For safeguarding adults to be effective in County Durham, good communication is key. The aim of this document is to set out the different ways that the SAB will raise awareness and promote key messages about safeguarding adults. It is everyone s responsibility to safeguard and as such the SAB takes a proactive approach and is committed to promoting the safety, health and wellbeing of adults with care and support needs and their carers 4. Working together to communicate effectively is crucial to achieving this aim, the SAB maintains good links with the Local Safeguarding Children Board, Health & Wellbeing Board, Safe Durham Partnership, wider stakeholders and most importantly our local communities. 4 Department of Health, Section 1 Promoting Wellbeing Care & Support Statutory Guidance (2016) 5

6 The Purpose of the Strategy This strategy will support the SAB in achieving its vision, as set out in its strategic plan. The SAB fosters a one team approach that places the welfare of individuals before the needs of the system. All partners of the SAB have a role to play. This includes sharing our key messages as widely as possible. The SAB and its partners are committed to: Continued awareness raising activities and promotion of it s everyone s responsibility to safeguard. Raising the profile of the six key principles of safeguarding practice. Developing and maintaining an effective user/carer reference group to engage with a wide range of client and carer groups and to use learning to inform our strategic plans. Continued promotion of safeguarding of adults with our partners, wider communities and stakeholders, under-represented and hard to reach groups and communities of interest. To utilise learning from a range of engagement activities to improve the services offered.. Our Principles for Communicating This cycle demonstrates our key principles of effective communication. The SAB will: Communicate messages clearly and straight forward. Communicate messages that are relevant based on local needs and related research. Communicate messages in a timely manner. Encourage two-way communication, and Use and share feedback to inform and drive change. 6

7 Our Promises Supporting and recognising the importance of the voice of individuals to shape and inform future work is essential for the SAB. The SAB pledges to: 1) Ensure that all our partners and the wider workforce are knowledgeable and committed to effective communication and engagement by: i. Promoting a culture that all views and feedback gathered from people is of value. ii. Share openly the learning from a wide range of case studies that have improved practice and share examples of good practice. iii. Be transparent about safeguarding adult reviews 5 and other strategic reviews and identify the learning to improve upon practice. 2) To ensure that the views and feedback gathered of local people are used to set priorities, influence policy and decision making by: i. Respecting and acting on the views and feedback gathered (inclusive of our safeguarding arrangements, publications and our website) to promote best practice and make improvements and in the development of training. ii. Providing information in a range of accessible formats and seeking feedback for example, through our annual reporting activities. How will we engage? The SAB is committed to accessing a diverse range of engagement opportunities and that is fair, consistent and reaches as wide as possible across our communities. Seeking feedback to support our activities and plans is just one way to help us to achieve this, as such the SAB will undertake engagement in a variety of ways 6, for example:- Attending and involving forums (for example, Healthwatch, Advocacy and Patient Reference Groups) Face to face interviews Questionnaires and surveys User/Carer Reference Group (minimum 4 times per annum) Public Events and Roadshows Social media developments Listening to your views and acting on it, is at the heart of this strategy 5 Department of Health, Section 14 (14.156) SAB Annual Reports, Care & Support Statutory Guidance(2016) 6 See Page for future events. 7

8 Key Communication Relationships The SAB is committed to engaging with a wide range of groups and stakeholders; achieved through effective communication. The SAB aims to share its key messages, and engage and inform with a wide range of internal and external groups. The above is not exhaustive. How will we communicate? We will use a variety of ways to communicate our key messages and seek feedback, for example: Annual Reports Strategic Plans; Electronic Bulletins; Newsletters (Quarterly); Public and Partner events; Websites, for example: i. SAB Website pages; 8

9 ii. Partner Website pages (see page 19); iii. Locate Website. Safeguarding Adult Board Promotional Events (including learning from Safeguarding Adult Reviews 7 ) Publications and Leaflets; Multi-agency training opportunities; Radio and other campaigns; Survey activities; Multi-agency briefings (for example, Safeguarding Adult Reviews and relating learning); Press releases/media statements. Quality Standards The SAB will make every effort to ensure that the information it communicates is both inclusive and accessible, meeting any related statutory requirements. 8 Board branding will be used for all SAB communications; Information will be clear and in plain English. Standard sans serif, Arial font size 12 is our standard typeface. Information will be available on where to access information in different formats (e.g. large print Arial font size 18, Braille, other languages, Easy Read, BSL, Audio or other electronic formats) and we will make every effort to make these available on request. If this is not been possible, we will inform reader(s) as to the reasons why and seek an agreeable alternative. All communication methods shall be consistently applied and be mindful of equality and diversity. Further supported by the provision of toolkits, templates, advice and guidance. SAB will undertake Equalities Impact Assessments as standard practice. In addition the SAB as a matter of course will consider resource implications and endeavour to deliver value for money by exploring new and innovative ways to communicate. Key Developments 2015/2016 Over the last year the SAB have made progress on key tasks, below is a snapshot of the work undertaken in relation to Communication & Engagement: Briefings produced to raise awareness of the Care Act 2014, and shared widely. 7 The County Durham SAB, its Chair and members of the Safeguarding Adult Review Committee will determine the key messages from any Safeguarding Adult Review processes. 8 Department of Health, Section 3 (3.7) Information and Advice, Care & Support Statutory Guidance (2016) 9

10 Advocacy briefings were cascaded to local authority adult care staff. Engagement with Advocacy providers has been strengthened by attendance at the Advocacy Provider forum by representatives from Safeguarding & Access Service/SAB; The local authority information database has undergone changes to its recording practices and will capture the contact details of those who support adults in safeguarding intervention for example, a relative, carer or advocate. Following the introduction of a centralised team for all adult protection investigations, engaging with users and carers will take place earlier in the process; it is hoped this will improve response rates to surveys; Our website has had a refresh and hits continue to increase year on year with an 85% increase on the page how to contact us. The local authority developed Safeguarding, Care Act & You to raise awareness of the Care Act, the significant changes since its introduction and the role of staff/professionals. The training was open to partners of the Board and promoted key messages; The Clinical Commissioning Group delivered training to GP s on the key messages of the Care Act 2014 and raised the profile of the Safeguarding Adults Board. In addition to the above, the SAB continues to seek ways of obtaining more qualitative feedback, it agreed in January 2016 to form a User/Carer Task & Finish Group. The focus of the group was user/carer engagement, Making Safeguarding Personal and wider engagement. The group includes the statutory partners of the Board. The summary below highlights some of our key progress:- User/Carer Voice One of the Board priorities is user/carer voice. For a number of years the Board has undertaken a survey with people who have experienced safeguarding processes. A review of the survey was undertaken and changes made that are reflective of Making Safeguarding Personal and the Boards commitment to achieving good outcomes. The group agreed a user/carer reference group and this group will include a wide range of stakeholders. Users and carers as well as Lay Members will take an active role in consultation and feedback and will help to inform the Board of areas for improvement. A plan is in place for the group to take forward in 2016/2017. Strengthened links with Healthwatch will result. Developing a Communications & Engagement strategy, with a focus on raising the profile of user/carer surveys was a key area identified by the group. This document is the product from that group. To develop and explore a range of different to ways to achieve qualitative feedback about the user/carer experience of safeguarding and their contact with services. Following a review of our survey we have included opportunity for user/carers to give feedback about the key agencies involved in their safeguarding intervention. A copy of the survey is included within this strategy. Making Safeguarding Personal Systems have been adjusted to ensure that the system is able to capture individual outcomes and user/carer wishes. 10

11 Adult Protection work has been restructured with the creation of a dedicated team of Adult Protection Lead Officers to coordinate all adult protection investigations. This should ensure a consistent approach by adopting the principles of Making Safeguarding Personal and development of contemporary practices. An annual advocacy survey to capture information from the advocate perspective on whether individuals have been central to processes, their views recognised, what worked well and what improvements need to be made has been devised Wider Engagement The group recognised the importance of wider engagement and constructive relationships with stakeholders. The strategy incorporates how the SAB will engage with both internal and external stakeholders. The SAB has widening its membership as a result. The group agreed the strategy should include the methods of engagement, and the forward planning opportunities to engage with the public, stakeholders, the voluntary sector, wider community and communities of interest. The SAB has undertaken survey activities at a range of events to gain information on its impact. The group recognised engagement needed to reflect the guidance set out within the Care Act The group agreed to continue to seek feedback on the wider work of the SAB. We are seeking feedback about this strategy to support the continuous learning and improvement activities of the Board. See Annex D. Looking Ahead and Future Priorities There are key areas to further develop in relation to engagement for 2016 and beyond. A particular challenge for the Board and specifically for all partners is to demonstrate and evidence engagement activities and approaches in line with the Care Act 2014, Making Safeguarding Personal and User/Carer Voice. Below are just some of the key areas to progress:- All partners to share initiatives on their work in seeking views of individuals specific to safeguarding interventions with particular focus upon adults with care and support needs and their carers; For all partners to continue to explore Making Safeguarding Personal opportunities for example, the promotion and use of restorative justice, mediation, conflict resolution, as well as active promotion of and access to advocacy 9 ; To use Training Needs Surveys to inform of learning opportunities that reflect Making Safeguarding Personal; 9 Local Government Association (2015) Making Safeguarding Personal 2015/2015 Evaluation Report 11

12 For all partners to share wider engagement activities and continually review the forward planning opportunities to engage with the public and communities of interest (see Annex A). Key Messages Key to the SAB preventative approach is raising and promoting key messages about the safeguarding of adults 10. We will raise the profile and help people understand the different types of abuse (increasing the awareness of for example financial abuse, and related issues such as door step crime and internet scams) 11 ; We will provide information and support in accessible ways to help people to stay safe; We will provide information and support in accessible ways to help people to raise a concern and report concerns, about the safety and wellbeing of an adult or carer (including self-reporting); We will develop and deliver training programmes through active engagement and listening to what people tell us about our safeguarding services; We will use the voice of individuals to help to inform us whether our safeguarding arrangements truly place people at the centre and are meeting their outcomes; We will seek assurance from all partners of the Board of a personalised approach to safeguarding and is supportive of our vision; We will promote the work of the Board with openness and transparency and make public our achievements and challenges; We will share the learning from a range of local and national instances for example, Safeguarding Adult Reviews. We will listen to the views of front line staff, and act where we can to support them in their work. Our Success Measures The SAB will continually monitor and review and report upon achievements and challenges. Measures for success relating to achieving effective communication and engagement include as examples (not exhaustive): Numbers in attendance at public/partner and/or SAB annual events; Partner contributions to electronic bulletins/newsletters; Website hits for the SAB website, Locate and partner websites; Completed surveys and findings from surveys; Completed self-assessment tools and outputs; Reporting rates following campaigns e.g. radio; 10 Key Messages for 2016/2017 will be reviewed for 2017/ Department of Health Section 14 (14.28) Financial Abuse, Care & Support Statutory Guidance (2016). 12

13 Training Evaluations and outputs Feedback from Multi-Agency Briefings (e.g. learning from Safeguarding Adult Review briefings); Completed actions of the Communication & Marketing Plan. The SAB will ensure that measures of the impact of its work and areas of challenge are included within its reporting activities for example, annual reports. Communication Links and Media The SAB operates with openness and transparency and on occasions there may be media interest in its work. It is important that SAB members are aware of when to report any issues that may lead to media attention or that require escalation to the Chair. Potential issues that may require further discussion with the Board or the Chair include, for example: Media attention e.g. press/tv/internet, about adults with care and support needs and carers within the local area, which raises issue about how the SAB has supported people in relation to safeguarding; Media attention e.g. mystery shopper/undercover/whistleblowing activity that highlights issues about how the SAB safeguarded people and there is learning to explore (e.g. Winterbourne View, Francis Inquiry); There are serious concerns from partners or an escalation of concerns for services commissioned by partners of the SAB and a decision to decommission has been agreed; Media attention about adults with care and support needs or carers who have been injured or died (further guidance is available from the SAB Safeguarding Adult Review procedure). For all the above instances, all members of the SAB should consider their own organisational role and should notify the relevant Senior Officers if appropriate (Steps outlined below). Members should refer to their own internal communication teams for advice and support. Following advice, and if appropriate, contact should be made with the Board Business Unit to ensure instances are recorded. The Board Business Unit will inform the SAB Chair of the relevant details and contact information to take forward. 13

14 Please note the above applies to serious concerns that are likely to require A SAB response. Monitoring, Review & Evaluation There will be oversight of all Board marketing and communication activities in line with standards and processes and through the local authority and related working groups of the SAB. The Communications and Training group of the SAB will review its Marketing and Communication Plans on a quarterly basis. The Communications and Training Group in collaboration with the User/Carer Reference Group will review this Communication & Engagement strategy on an annual basis and will consider any local, regional, or national learning and guidance that will inform that activity. 14

15 If you are concerned about someone It is everyone s responsibility to safeguard If you have a specific concern for an individual and you suspect they are at risk of, or are experiencing abuse or neglect you should contact: Social Care Direct If you suspect a criminal offence has been committed you should also contact: Police - Dial 101 Are you concerned for the immediate safety or wellbeing of someone? Is it an emergency? Then don t delay DIAL 999. Your Views A clear message given throughout this strategy is the importance of listening to the views of people on a range of SAB activities to help to shape and inform future work of the SAB. We would request that you consider completing the short survey (See Annex D) we would like you to tell us your views about this strategy. If you require any further information or advice please contact a member of the SAB Business Unit on

16 Annex A Communication & Engagement Forward Plan 2016/2017 Month April May Key engagement opportunities and events 2 8 World Autism Awareness Week Parkinson s Awareness Week Depression Awareness Week 25-1 MS Week Stroke Awareness Month 2-8 Deaf Awareness Week 9-15 Dying Matters Week 12 International Nurses Day Dementia Week National Epilepsy Week Mental Health SAB E- Bulletin/Key Messages Websites Surveys Forums Social media Press releases Check SAB website Check SAB information on Locate SAB Awareness Survey 19 MH Support 26 Older People Engagement Forum 31 Fulfilling Lives Event Awareness raising via Durham Carers Twitter Awareness raising using all appropriate social media feeds Editorial Promote new printed materials via Durham Voice Post SAB information on GP Teamnet Printed materials Reprint Safeguarding Do s and Don ts Produce generic safeguarding contact card Other Review of marketing actions 2015/16 Display SAB LCD screen in Customer access Points Plan regional safeguarding awareness raising 16

17 Awareness Week campaign 17 The International Day Against Homophobia, Transphobia and Biphobia 19 Mental Health Week 31 Fulfilling Lives Event (LD) Jun 1-30 Gypsy Roma Traveller History Month 6-12 Carers Week Diabetes Week 15 World Action on Elder Abuse Day (WEADD) Call for case studies and articles Raise awareness of how to report concerns link to Carers Week Jul Aug Learning Disability Week Design and distribution Check SAB information on DCC intranet for accuracy Check SAB website Check SAB information on Locate Awareness raising of adult abuse in Direct payments Update Display SAB LCD screen in Customer access Points Mailshot of printed materials to local charities 17

18 Sep Oct 1 30 World Alzheimer s Month 8 Social Work Practitioner Forum 1 UK Older People s Day 10 World Mental Health Day 18 Anti-Slavery Day Call for case studies and articles Design and distribution Check SAB website Awareness raising using all appropriate social media feeds Post SAB information on GP Teamnet Promote new printed materials via Durham Voice Mailshot of printed materials to key venues Nov TBC Carer Rights Day TBC Big Tent Engagement Event Alcohol Awareness Week Counter Terrorism Awareness Week List reporting safeguarding number in DCC Guide to Services Display SAB LCD screen in Customer access Points Domestic Violence Awareness Week 25 International Day for the Elimination of Violence Against Women Days of action Against Domestic Abuse 18

19 Dec Jan Feb 3 International Day of Persons with Disabilities 10 Human Rights Day 1 Dignity Action Day 1-7 Sexual Abuse & Sexual Violence Awareness Week 1 28 LGBT History Month 1 Dignity Action Day 1 7 Sexual Abuse & Sexual Violence Awareness Week 6 International Day of Zero Tolerance to Female Genital Mutilation Call for case studies and articles Design and distribution SAB Annual Training Needs Survey Annual Advocacy Survey Awareness raising in CAS Staff Update Awareness raising in Members Update Awareness raising in Durham Buzz Awareness raising of adult abuse in Carers Echo Display SAB LCD screen in Customer access Points Mar 9 Safer Internet Day 15 National Mental Capacity Act Day 19 Anti-Racism Day Call for case studies and articles Awareness raising using all appropriate social media feeds 19

20 Annex B Sample screenshot of Adult Protection Feedback Survey 20

21 Annex C 21

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24 Annex D Communication & Engagement Strategy Feedback Survey The County Durham SAB is always keen to seek the views of people. We want to know your views on a wide range of Board activities so that we can continue to learn and improve upon our practice Your views about this strategy are important to us and will help us to improve future versions. 1. Overall, was the strategy helpful? Please one option It was very helpful It was quite helpful It was not at all helpful 2. Which of the following words would you use to describe the strategy? Please one option Good Quality Neither good or poor quality Poor Quality 3. If you could make changes to this strategy, what would they be? 4. Please tell us anything else that you feel will help us to improve this strategy. If you have any queries, require any additional information or require further support please contact us on telephone You can send us your comments: safeguarding_training@durham.gov.uk You can post your comments to us: Board Business Unit, Room 2/37, County Hall, Durham, DH1 5AL. If you would like to receive a response please provide us with contact details. 24