1. The Architecture for
Personalisation:
Social Work &
Community Brokerage

3. What are we learning about a new
architecture for personalisation?

4. What are we learning about a new
architecture for personalisation?
1. mostly people are being supported by
the least efficient methods

5. What are we learning about a new
architecture for personalisation?
1. mostly people are being supported by
the least efficient methods
2. the community already contains
enough support

6. What are we learning about a new
architecture for personalisation?
1. mostly people are being supported by
the least efficient methods
2. the community already contains
enough support
3. social workers are burdened by out-
of-date systems

7. What are we learning about a new
architecture for personalisation?
1. mostly people are being supported by
the least efficient methods
2. the community already contains
enough support
3. social workers are burdened by out-
of-date systems
4. the most important change to make is
to rescript social work

9. social work is the art of helping
people be active citizens
in practice citizenship means...

11. 1. being in control
2. with direction
3. enough money
4. your own home
5. enough help, and
6. being active in community

13. but citizenship isn’t easy

15. poverty attacks citizenship

17. and poverty comes in many forms
• loss of hope
• no power or control
• disadvantage
• exclusion &
prejudice
• isolation & abuse

19. so social workers
challenge poverty

22. and social workers do this by

23. and social workers do this by
★ inspiring - hope and recovery

24. and social workers do this by
★ inspiring - hope and recovery
★ empowering - individuals & families

25. and social workers do this by
★ inspiring - hope and recovery
★ empowering - individuals & families
★ strengthening - personal
development

26. and social workers do this by
★ inspiring - hope and recovery
★ empowering - individuals & families
★ strengthening - personal
development
★ connecting - to community

27. and social workers do this by
★ inspiring - hope and recovery
★ empowering - individuals & families
★ strengthening - personal
development
★ connecting - to community
★ building - safer networks

29. but social workers
cannot do this
on their own

32. these are not things
you can do for people

35. these are things you
have to do with people

38. it is people themselves
who make a change
building on their own

43. resilience = hopeful human spirit
control = money and the power to use it
strengths = gifts, skills & knowledge
community = opportunities to join in
relationships = safe and loving networks

49. personalisation = social work
so what’s the big problem?

50. the big problem
for social workers is...

51. the old system
gets in the way

52. the old care management system

53. the old care management system
makes it hard to do social work

54. it’s really hard to

55. it’s really hard to
• empower people - without entitlements

56. it’s really hard to
• empower people - without entitlements
• strengthen capacity - focusing only on needs

57. it’s really hard to
• empower people - without entitlements
• strengthen capacity - focusing only on needs
• connect to community - inside segregated services

58. it’s really hard to
• empower people - without entitlements
• strengthen capacity - focusing only on needs
• connect to community - inside segregated services
• build safe networks - without family, friends and
love

59. replace care management

60. replace care management
with self‐directed support

61. this means social workers can

62. this means social workers can
1. empower people - tell people their budget

63. this means social workers can
1. empower people - tell people their budget
2. strengthen capacity - focus on personal outcomes

64. this means social workers can
1. empower people - tell people their budget
2. strengthen capacity - focus on personal outcomes
3. access community - use funding flexibly

65. this means social workers can
1. empower people - tell people their budget
2. strengthen capacity - focus on personal outcomes
3. access community - use funding flexibly
4. build safe networks - work with family, friends &
others

66. systems sit on systems ‐ like sedimentary rock

67. Care Management
Protection/Safeguarding Responsibilities
Annual Reviews
Joint Assessment Processes
Eligibility Criteria & Resource Panels
Care Planning
Monitoring Systems
Comprehensive Assessments
Mental Capacity Law
Social Care Law for Children and Adults

68. personalisation is becoming one more system
Personalisation
Care Management
Protection/Safeguarding Responsibilities
Annual Reviews
Joint Assessment Processes
Eligibility Criteria & Resource Panels
Care Planning
Monitoring Systems
Comprehensive Assessments
Mental Capacity Law
Social Care Law for Children and Adults

69. We’re all still
working
in the
old system

70. we’ve changed words

71. added new complexities

72. But the
system is still the same

73. social workers
sometimes even feel
personalisation
has made things
worse

74. we must simplify

75. and
redesign
the whole system

76. we need a New Script
for social work

77. the New Script looks like this...

78. the New Script looks like this...

79. Assess people’s
ELIGIBILITY for:

80. Assess people’s
ELIGIBILITY for:
• guidance

81. Assess people’s
ELIGIBILITY for:
• guidance
• rehab or

82. Assess people’s
ELIGIBILITY for:
• guidance
• rehab or
• a budget

83. Assess
CAPACITY &
clarify where the
leadership is:

84. Assess
CAPACITY &
clarify where the
leadership is:
• the individual

85. Assess
CAPACITY &
clarify where the
leadership is:
• the individual
• a representative

86. Assess
CAPACITY &
clarify where the
leadership is:
• the individual
• a representative
• or a professional

87. Don’t plan for
people ‐ instead
ENABLE other
people to plan

88. Don’t plan for
people ‐ instead
ENABLE other
people to plan
But always make sure that you...

93. is is Community Brokerage

94. OR

95. Plan with people
DIRECTLY
yourself,
especially when:

96. Plan with people
DIRECTLY
yourself,
especially when:
• it’s a critical situation

97. Plan with people
DIRECTLY
yourself,
especially when:
• it’s a critical situation
• the solution is obvious, or

98. Plan with people
DIRECTLY
yourself,
especially when:
• it’s a critical situation
• the solution is obvious, or
• nobody else can help

99. AGREE plans as
soon as possible
if they are:

100. AGREE plans as
soon as possible
if they are:
• sensible

101. AGREE plans as
soon as possible
if they are:
• sensible
• safe

102. AGREE plans as
soon as possible
if they are:
• sensible
• safe
• and in budget

103. AGREE plans as
soon as possible
if they are:
• sensible
• safe
• and in budget
Plans should NOT be perfect!

104. If people need
help to set
things up then
DIRECT them to
the right people
and places

105. It is the REVIEW
that is central to
really learning
what is working
and to helping
people be in
control of their
own life.

106. This is a New Script for Social Work

107. What the New Script means is

108. What the New Script means is
★ things speed up

109. What the New Script means is
★ things speed up
★ bureaucracy goes down

110. What the New Script means is
★ things speed up
★ bureaucracy goes down
★ social workers use their best skills

111. What the New Script means is
★ things speed up
★ bureaucracy goes down
★ social workers use their best skills
★ people connect to community

112. What the New Script means is
★ things speed up
★ bureaucracy goes down
★ social workers use their best skills
★ people connect to community
★ but most importantly...

113. lives are transformed

114. For example, people have turned the funding that used to pay
for residential respite into more effective, inclusive and
positive experiences ‐ with support from family and friends.

115. e New Script
helps us to...

116. 1. empower people -
e New Script people and families in
control of their own
helps us to... lives

117. 1. empower people -
e New Script people and families in
control of their own
helps us to... lives
2. strengthen capacity -
people living positive
lives, achieving,
growing

118. 1. empower people -
e New Script people and families in
control of their own
helps us to... lives
2. strengthen capacity -
people living positive
lives, achieving,
growing
3. access community -
people as active citizens

119. 1. empower people -
e New Script people and families in
control of their own
helps us to... lives
2. strengthen capacity -
people living positive
lives, achieving,
growing
3. access community -
people as active citizens
4. build safe networks -
reducing abuse and
isolation

120. waste removed

121. Share Expenditure Cost PP Hours PP
1. First point of contact - initial
sign-posting 9.5% £414,437 £63 2.6
2. Overview assessment 13.7% £599,514 £91 3.7
3. Comprehensive/full
assessment 19.0% £831,038 £126 5.2
4. Basic planning 13.7% £597,272 £91 3.7
5. Intensive planning, service
design or support planning 16.3% £713,343 £108 4.4
6. Problem solving & responding
to crises 16.0% £700,749 £107 4.4
7. Short reviews - basic 7.5% £327,924 £50 2.0
8. Long reviews - intensive 4.3% £189,200 £29 1.2
Total £4,373,478£665 27.2

124. N = 801 17%
23%
12%
Indi vi du al
13%
Fam ily/ F r i en ds 34%
Pr ov id er
Br o ke r
C a re M an ag er
Who is the best planner?

125. N = 774 16%
9%
17%
31%
Indi vi du al
Fam ily/ F r i en ds
Pr ov id er 28%
Br o ke r
So ci al W o r k er
Who is the best organiser?

127. Personalisation should be efficient
but it can easily be made wasteful

128. Number of care managers (WTE) 111.55
Cost of care management £4,373,477.75
Number now served by authority 6465
Ratio (number of people to 1 care 68.73
manager)
Total hours of care management 185507.18
available
Hours available per person 27.24
Average cost per person £664.87
Time on slimmed down core 81623.1592 44%
functions
Time on crisis management 44521.7232 24%
Residual time to reinvest 59362.2976 32%
Share of residual time 32%
Residual time expressed as money £1,399,512.88
Residual time per person 8.7168
Residual money per person £212.76

130. What remains to be done?

131. What remains to be done?
1. strip out undue process - e.g.
simplify the RAS

132. What remains to be done?
1. strip out undue process - e.g.
simplify the RAS
2. let people in - e.g. recommend
providers

133. What remains to be done?
1. strip out undue process - e.g.
simplify the RAS
2. let people in - e.g. recommend
providers
3. let it go - e.g. good enough
planning is best

134. What remains to be done?
1. strip out undue process - e.g.
simplify the RAS
2. let people in - e.g. recommend
providers
3. let it go - e.g. good enough
planning is best
4. respect your staff - e.g. build on the
best in the social work profession

135. www.bit.ly/social-work-project
© Simon Duffy
2011

136. www.bit.ly/social-work-project
© Simon Duffy
2011

138. 1. Is the job of the social worker less stressful?

139. 1. Is the job of the social worker less stressful?
2. Do you make more use of the community’s
resources?

140. 1. Is the job of the social worker less stressful?
2. Do you make more use of the community’s
resources?
3. Do service providers get more involved in
leading planning?

141. 1. Is the job of the social worker less stressful?
2. Do you make more use of the community’s
resources?
3. Do service providers get more involved in
leading planning?
4. Have care management processes been
simplified since personalisation?

142. 1. Is the job of the social worker less stressful?
2. Do you make more use of the community’s
resources?
3. Do service providers get more involved in
leading planning?
4. Have care management processes been
simplified since personalisation?
5. Do social workers feel more empowered able to
create innovative solutions?

143. A A
Much No Much
Bit Bit
Worse Change Better
Worse Better
1. Social work less
14 16
stressful?
2. More community
- - 7 29 1
engagement?
3. Service providers
- - 22 15 -
lead planning?
4. Care management? 18 5 4 5
5. Social workers as
3 1 4 26 1
innovators?

144. • Reviews & Outcomes
• RAS and other entitlements
• The fate of the profession of
social work
• Management and leadership