Hertfordshire Home-Start Review

HERTFORDSHIRE HOME-START REVIEW

Introduction

Home-Start UK was established thirty years ago and is now one of the largest providers of support to families with children under 5 in the United Kingdom. Its core service provides volunteers, who are themselves parents, to provide impartial support, befriending and practical help to families under stress, preventing crises arising and the family unit breaking down. Volunteers visit families in their homes on a regular basis.

Families supported face different situations, have to deal with a wide range of problems and are from very different backgrounds. The service provided is holistic, based on the needs of the whole family. Volunteers are carefully selected and are required to undertake relevant training programmes including child protection, cultural and disability awareness and confidentiality.

There are presently nine individual Home-Start schemes located throughout the County of Hertfordshire: Albans City & District; Borehamwood & District; Watford and Three Rivers; Stevenage; Royston and South Cambs; North Herts (excluding Royston); East Herts; Dacorum; Welwyn Hatfield. Although a national organisation, service delivery is based on a network of locally governed and managed centres. Each centre is an individual charity, with a Board of Trustees from the local community. Appendix A details the scheme areas, the individual scheme’s link to the present Children’s Centre communities and the number of families each scheme is commissioned to support each year.

The schemes are presently commissioned to provide a family service in line with the following strategic priorities:

Hertfordshire’s Early Intervention and Prevention Strategy

This strategy identifies objectives that through focused multi-agency working can make a difference to the lives of more vulnerable children. The aim is that by adopting a preventative and holistic approach there can be a reduction in families needing more specialist intensive intervention.

Healthy Child Programme

The Healthy Child Programme covering pregnancy and the first five years of a child’s life (DH 2009) is the early intervention and prevention public health programme for children and families. It supports improvements in the health and wellbeing of children, as part of an integrated approach to supporting children and families.

Service Description

Children and families experience a range of needs at different times in their lives. However, while all children and families require access to high-quality universal services, some of them also benefit from extra support to address additional needs,

which may relate to health, social welfare, education or other areas. An estimated 20-30% of the population have additional needs at some point in their lives. In order to achieve the best outcomes for all children it is important that this additional support should be delivered at the earliest opportunity via a whole systems approach through integrated practice. This supports both national and local policy drivers.

The key partners the schemes work with include:

 Children Centres;  GPs;  Hertfordshire Community (NHS) Trust (especially Health Visitors);  HCC Social Workers;  Relevant Voluntary and Community Sector organisations;  HCC’s Thriving Families Service;  School Nurses.

Referrals to the nine Hertfordshire Home-Start schemes are made via a number of routes by a number of different agencies. For the latest monitoring period, the following % of referrals from the differing agencies were made:

REFERRAL ROUTE % OF REFERRALS DURING MONITORING PERIOD Health Visitor 44% Self-referral 19% Children’s Centre 17% Children’s Services/Social Worker 9% Other (including Housing) 6% Other Health (including GP, CAMHS,) 3% School 2%

The nine schemes have been commissioned to support vulnerable families in their own home who have one or more children under five years old and where there are emerging identified needs (principally level 2 according to the document: Meeting the Needs of Children and Families in Hertfordshire).

The principle aims of the schemes are to:  Provide flexible support and practical assistance in the family home and identified group settings through supervised volunteer workers to sustain and improve family life;  Utilise a holistic approach when working with the family, ensuring that the children’s needs are paramount within that context;  Identify and agree with the family how their identified needs can be best met ensuring a clear agreement of work that achieves outcomes required;

 Review the plan with the family as a minimum every 3 months to ensure that anticipated outcomes are being met, and referring onto to other agencies when necessary;  Work in partnership with key stakeholders;  Share information with the family’s consent, in accordance with national guidance and local information sharing agreements;  Encourage and support families to access universal services;  Service Coordinators to provide effective supervision and support for volunteers in their work, and to ensure access to targeted and specialist support when multiple and/or complex needs are identified.

Whilst there are nine individual schemes across Hertfordshire, there are a number of similar operational processes that all schemes operate, including:

 The local Home-Start managers and their coordinators ensure that they are fully appraised of their volunteers particular skills and knowledge areas;  The mangers ensure that during the first meeting with the families they find out exactly what type of support they families require. This enables them to accurately match the right volunteer with the family;  The managers and coordinators offer their volunteers regular one-to-one support (usually on a month to three month basis depending on the scheme) to talk through any particular concerns the volunteers may have. Each scheme also operates telephone support as and when the volunteers may need this;  Each scheme operates their own training programme for their volunteers although there are overlaps with specific training themes across the nine schemes. The schemes also ensure their volunteers are kept updated with local support services;  Each scheme encourages their volunteers to meet up as a peer support group. However, this is done differently across the nine schemes (some of the differing examples being volunteers exchanging telephone numbers, get togethers, coffee mornings) and with varying success rates;  Cross working with their local Health Visiting service and Children Centres. However, it is clear that some schemes do not have as close a working relationship with their local Children Centre as other schemes do.

The schemes are commissioned to offer a family focussed service over a defined period of time agreed with the family at the initial meeting based on outcomes identified, but for a maximum period of 9 months. The core offer is two hours per week for each family, which will be determined by identified need.

In addition to the service Home-Start organisations are jointly commissioned to deliver, some schemes also deliver services to their local Children Centre under separate local commissioning arrangements, such as:

SCHEME DETAILS Watford and Three Rivers To run a positive Beginnings Group at a charge of £2,519.43. To run a Read and Rhyme session costing the Home- Start scheme £2035 (funded by a Community Funding Initiative. Stevenage Commissioned by four Children Centres to deliver 2 Parenting Puzzle, 2 Families Feeling Safe and 2 Cookery courses at a charge of £9,536. North Herts Healthy Eating and Exercise activities at a cost of £1,000. In addition, all the Hertfordshire Home-Start schemes report to sitting on their local Children Centre Advisory Boards with no recompense.

Finance

The Hertfordshire Home-Start schemes are jointly funded between Hertfordshire County Council’s Children’s Services, Herts Valley Clinical Commissioning Group, East and North Herts Clinical Commissioning Group and Cambridgeshire and Peterborough Clinical Commissioning Group. The total cost for the nine schemes across Hertfordshire for the 2014/2015 financial year is £598,085.00, and is split as follows:

Children’s Services £391,565 East and North Herts CCG £86,100 Herts Valley £103,220 Cambridgeshire and Peterborough £17,200 TOTAL £598,085

The individual schemes are funded as follows:

Scheme CCG Children's NHS Herts Total Name Services Contribution St Albans Herts Valleys £43,229 £24,751 £67,980 Hertsmere Herts Valleys £39,312 £25,195 £64,507 Watford Herts Valleys £50,249 £27,253 £77,502 Stevenage East & North Herts £44,546 £20,260 £64,806 Royston Cambs & £36,161 £17,199 £53,360 Peterborough North Herts East & North Herts £44,343 £20,351 £64,694 East Herts East & North Herts £44,284 £25,290 £69,574 Dacorum Herts Valleys £44,658 £26,021 £70,679 Welwyn East & North Herts £44,783 £20,200 £64,983

Hatfield TOTALS £391,565 £206,520 £598,085

Monitoring of Service Provision

Historically, the monitoring of the individual nine schemes mainly revolved around quantitative analysis of numbers of families supported and the types of issues each family was being supported with. The qualitative aspect revolved around each scheme submitting 2–3 case studies of families supported. However, in order to gain a more accurate analysis of the effectiveness of the schemes and whether identified family outcomes are being met, a further two monitoring processes have been introduced for the 2014/2015 financial year focussing on outcomes and direct family feedback.

Quantitative

The 2014/2015 Home-Start service specification details the specific numerical information of numbers of families supported and the types of issues each family has been supported with and there is a summary for each scheme attached at Appendix B. The headline data of total number of families supported by the Home-Start schemes is as follows:

St Albans Number of new families referred during monitoring period 7 Number of new referrals supported by under HCC contract 4

Number of families referred under a previous monitoring period funded by HCC 9 contract, and whose support continues in to this reporting period

Note: St Albans reported a paid staff turnover issue at the start of the monitoring period which detrimentally affected the numbers of families they could support. This has now been rectified.

Borehamwood Number of new families referred during monitoring period 17 10 (5 since 1st July 2014 + 5 Number of new referrals supported by under HCC contract referred in last quarter)

Number of families referred under a previous monitoring period funded by HCC 11 contract, and whose support continues in to this reporting period

Watford and Three Rivers Number of new families referred during monitoring period 31 1 (referred and Number of new referrals supported by under HCC contract (13 Newly Supported but supported this Referred in Previous Period) monitoring period)

Number of families referred under a previous monitoring period funded by HCC 33 contract, and whose support continues in to this reporting period

Stevenage Number of new families referred during monitoring period 19 Number of new referrals supported by under HCC contract 13 Number of families referred under a previous monitoring period funded by HCC 18 contract, and whose support continues in to this reporting period

Royston and South Cambs Number of new families referred during monitoring period 9 Number of new referrals supported by under HCC contract 5 Number of families referred under a previous monitoring period funded by HCC 15 contract, and whose support continues in to this reporting period

North Herts Number of new families referred during monitoring period 16 Number of new referrals supported by under HCC contract 9 Number of families referred under a previous monitoring period funded by HCC 28 contract, and whose support continues in to this reporting period

East Herts Number of new families referred during monitoring period 26 Number of new referrals supported by under HCC contract 12 Number of families referred under a previous monitoring period funded by HCC 13 contract, and whose support continues in to this reporting period

Dacorum Number of new families referred during monitoring period 25 Number of new referrals supported by under HCC contract 14 Number of families referred under a previous monitoring period funded by HCC 22 contract, and whose support continues in to this reporting period

Welwyn Hatfield Number of new families referred during monitoring period 5

Number of new referrals supported by under HCC contract 1

Number of families referred under a previous monitoring period funded by HCC 13 contract, and whose support continues in to this reporting period

Qualitative

In addition to the quantitative information collected from the nine schemes as detailed above, qualitative information has also been collected during the 2014/2015 financial year over a six month period. Categories of support required have been

identified that encapsulates the breadth of the types of issues families may have, an assessment rating of how much support each family requires for each category and identified specific goals/outcomes that the allocated volunteer can support the family to aspire to. The assessment rating enables the families and their allocated volunteer to plot the families’ journey, at three monthly intervals, on how they feel they are coping after having received support.

Subject to identification of need, the categories each family is able to receive support for are as follows:

PARENTING SKILLS Managing Children’s Behaviour Supporting Children’s Development

PARENTS WELLBEING Maintaining Maintaining Reducing Social Accessing Other Increasing Physical Mental Isolation Child Related Parents Self Health Health Support Esteem Services

CHILDREN’S WELLBEING Maintaining/Improving Child’s Physical Maintaining/Improving Child’s Mental Health Health

FAMILY MANAGEMENT Managing the Day-to-day Family Accessing Other Household Budget Running of the Relationships Child Related House Support Services

The following graphs detail the results of the combined assessment rating identified by each schemes’ families over a six month period since this monitoring began for those new families referred since April 2014. The blue bar is the families’ first assessment of their level of need at the start of their support period with the purple bar indicating the families own assessed level of need once support had been given for a period of up to six months. Underlying data (including specific identified family outcomes) for each family is available but the following graphs are a combined analysis for all families under each scheme.

The assessment ratings are as follows:

0 Highest Significant level of support required 1 High Needs support 2 Medium Differing levels of support 3 Medium Differing levels of support 4 Low No significant support required 5 Lowest No support required

St Albans

3 Jun-14 2 Sep-14 1

0 Parenting Skills Parent's Children's Family Wellbeing Wellbeing Management

Borehamwood

3 Jun-14 2 Sep-14

0 Parenting Skills Parent's Children's Family Wellbeing Wellbeing Management

Watford and Three Rivers

3 Jun-14 2 Sep-14

0 Parenting Skills Parent's Children's Family Wellbeing Wellbeing Management

Stevenage

Jun-14 2 Sep-14 1

0 Parenting Skills Parent's Children's Family Wellbeing Wellbeing Management

Royston and South Cambs

3 Jun-14 2 Sep-14

0 Parenting Skills Parent's Children's Family Wellbeing Wellbeing Management

North Herts

3 Jun-14 2 Sep-14

0 Parenting Skills Parent's Children's Family Wellbeing Wellbeing Management

East Herts

No Support 5

3 Jun-14 2 Sep-14

0 Parenting Skills Parent's Children's Family Wellbeing Wellbeing Management

Dacorum

No Support 5

3 Jun-14 2 Sep-14

0 Significant Parenting Skills Parent's Children's Family Support Wellbeing Wellbeing Management

Welwyn Hatfield

3 Jun-14 2 Sep-14

0 Parenting Skills Parent's Children's Family Wellbeing Wellbeing Management

Children’s Services also sought direct feedback from a sample of those families that had received Home-Start support to gain their views of the value of this service. Each Home-Start scheme was visited in early October 2014 and commissioners posed a number of questions to supported families. The full detailed results can be found in Appendix C but the following is a summary of the key benefits raised by families:

 There are a number of different referral routes into the Home-Start scheme and Home-Start volunteers can signpost families to other support networks;  Many families supported initially feel isolated and do not have a wider family or friendship circle;  A number of families lack the confidence in some key areas of family life, such as family planning, family finance, accessing benefits/other services, parenting skills (especially where a family has a child with additional/special needs), forward planning to attend GP/Dentist/hospital appointments, effective homework regime;  A number of families feel that the statutory sector can be too judgemental and that the Home-Start volunteers are not, which gives families the confidence to try new methods of developing their children and wider family life;  When the volunteer visits this can enable the parent(s) to be able to spend more quality time with their children;  Non-evasive support;  All the families questioned looked forward to their volunteer’s visit, as a means of friendship and support.

Conclusion

The importance of using volunteers to directly deliver this service should not be underestimated. Some of the schemes, at certain times, struggle to recruit sufficient numbers of volunteers to match with all the families requiring support. However, it is clear that the volunteers recruited by the schemes are all dedicated and sometimes from professional backgrounds (one particular volunteer was a trained Mental Health Councillor on a break from work bringing up two young children herself).

It is also evident that the families being supported across Hertfordshire recognise and welcome the value of the support they receive from the Home-Start schemes, especially from their allocated volunteer. All families consulted view this service as critical and not just for providing friendship but also as a non-critical friend that the families can use to improve the quality of their lives and use the volunteer’s practical experiences to benefit the family unit as a whole. Whilst there is limited evidence to substantiate this, anecdotal evidence would seem to suggest that the early intervention family support offered by a volunteer through the Home-Start scheme is a cost effective method of reducing the number of referrals to statutory services.

However, there are some issues that need addresses. Whilst there are some benefits of retaining the nine individual schemes to ensure support to families is based on local support services, having nine individual schemes, with nine different salaried managers, the resulting number of paid co-ordinators, nine sets of office accommodation and running costs, etc. may be deemed not to be cost effective. This is a volunteer based service presently costing circa £600,000 per annum. Whilst there are key managerial/co-ordinator responsibilities (such as ensuring the volunteer and the family are appropriately matched and supporting the individual volunteer) there could be more cost effective methods of achieving this through economies of scale at a lower financial cost.

It is also evident that whilst the schemes are individual and all operate on a set of core principles (such as volunteer training, peer support) there are a number of different practices operating within the different schemes; whilst this might be justifiable to provide a locally tailored service, if this service is to continue in its present commissioned form more work needs to be done achieve a more consistent service within the individual schemes across Hertfordshire.

There is also an amount of variation in how the individual schemes work with other 0-5 children service providers, such as Health Visitors and local Children Centres and this is an area that could be improved upon, such as having a stronger presence and better sharing of information with local Children Centres.

Appendix A

The service will be available to families over a defined period of time (a normal maximum of 9 months). Vulnerable families with one or more children under the age of five, who have emerging additional needs and where it has been assessed these can be met by involving targeted services working alongside universal services (Meeting the Needs Level 2). The providers will support families living within the Children’s Centre local communities listed in the table below.

Providers will speak regularly with the other Home-Start schemes to ensure that referrals and support are not duplicated, and that the schemes support one another when capacity is limited.

Home-Start Areas

Scheme Area Children’s Centre Number of communities families to be supported each year Home-Start St St Albans District SA1, SA2, SA3, 45 Albans City & SA4, SA5, SA6, District SA7, SA8, SA9 Home-Start Hertsmere (excluding H1, H2, H3, H4, 42 Borehamwood & Bushey) H5, H6, H7, H8 District Home-Start Watford and Three H7, H8, W1, W2, 51 Watford and Three Rivers plus Bushey W3, W4, W5, W6, Rivers 3R1, 3R2, 3R3, 3R4, 3R5, 3R6 Home-Start Stevenage S1, S2, S3, S4, S5, 43 Stevenage S6 Home-Start Royston NH1 35 Royston and South Cambs Home-Start North North Herts NH2, NH3, NH4, 43 Herts (excluding Royston) NH5, NH6, NH7, NH8, NH9, parts of NH10 Home-Start East East Herts & B1, B2, B3, B4, B5, 46 Herts Broxbourne B6, B7, EH1, EH2, EH3, EH4, EH5, EH6, EH7, EH8, EH9, EH10 Home-Start Dacorum D1, D2, D3, D4, 47 Dacorum D5, D6, D7, D8, D9 Home- Start Welwyn Hatfield WH1, WH2, WH3, 43 Welwyn Hatfield WH4, WH5, WH6, WH7, WH8, WH9, parts of NH10

Appendix B

St Albans

1 REFERRAL INFORMATION Number of new families referred during monitoring period 7 Number of new referrals supported by under HCC contract 4

Number of families referred under a previous monitoring period funded by HCC contract, and whose 9 support continues in to this reporting period

2 ALL QUESTIONS IN SECTION 2 RELATE ONLY TO FAMILIES FUNDED BY HCC CONTRACT 2.1 Children New Existing a. number of children in family supported under 5 years old 5 17 b. number of children in family supported over 5 years old 2 4 c. number of disabled children (all ages) 0 5 d. number of children with an Early Support Plan 0 1 e. number of children (all ages) subject to Child Protection Plan (Section 47) 0 0 f. number of children (all ages) identified as a Child in Need (Section 17) 0 1 g. number of children (all ages) with a CAF 1 0 number of children from BME communities or where immigration status is h. 0 0 a concern(all ages) i. number of children where English is a second language 1 0

3 SERVICE DELIVERY OUTCOMES (ONLY HCC FUNDED FAMILIES) For the questions below please state the numbers of families supported for each outcome 3.1 Parenting Skills Managing children’s behaviour 2 Supporting children’s development 3 3.2 Parent’s well-being Maintaining physical health 1 Maintaining mental health 2 Reducing social isolation 3 Advice & support to access other services 0 Increasing self-esteem and confidence 0 3.3 Children’s well-being Maintaining/improving child’s physical health 1 Maintaining/improving child’s mental health 1 3.4 Family organisation Managing the household budget 1 Day to day running of the home 3 Family relationships 1 Access to training /education 0

SERVICE DELIVERY OUTPUTS (ONLY HCC FUNDED 4 FAMILIES) 4.3 Volunteers a. No of volunteers available during period? 36

b. No of volunteer hours delivered during period? 504

Training courses delivered during this period, and no of attendees for each? c. 16 Team building session, covered policy updates and safe working practice

Borehamwood

1 REFERRAL INFORMATION Number of new families referred during monitoring period 17

10 (5 since 1st July 2014 + 5 Number of new referrals supported by under HCC contract referred in last quarter)

Number of families referred under a previous monitoring period funded by HCC contract, and whose support continues in to this 11 reporting period

ALL QUESTIONS IN SECTION 2 RELATE ONLY TO FAMILIES FUNDED BY 2 HCC CONTRACT 2.1 Children New Existing number of children in family a. 15 18 supported under 5 years old number of children in family b. 5 4 supported over 5 years old number of disabled children (all c. 2 1 ages) number of children with an d. 0 0 Early Support Plan number of children (all ages) e. subject to Child Protection Plan 0 0 (Section 47) number of children (all ages) f. identified as a Child in Need 0 1 (Section 17) number of children (all ages) g. 0 0 with a CAF number of children from BME communities or where h. 13 12 immigration status is a concern(all ages) number of children where i. 6 6 English is a second language

3 SERVICE DELIVERY OUTCOMES (ONLY HCC FUNDED FAMILIES) For the questions below please state the numbers of families supported for each outcome 3.1 Parenting Skills

Managing children’s behaviour 2 Supporting children’s 1 development 3.2 Parent’s well-being Maintaining physical health 0 Maintaining mental health 2 Reducing social isolation 4 Advice & support to access 2 other services Increasing self-esteem and 0 confidence 3.3 Children’s well-being Maintaining/improving child’s 1 physical health Maintaining/improving child’s 1 mental health 3.4 Family organisation Managing the household 0 budget Day to day running of the home 2 Family relationships 1 Access to training /education 0

4 SERVICE DELIVERY OUTPUTS (ONLY HCC FUNDED FAMILIES) 4.3 Volunteers No of volunteers available a. 23 during period? No of volunteer hours delivered b. 181 hours during period? Training courses delivered during this period, and no of attendees for each? Group supervision & guest speaker 10th July 2014 – 10 c. attended 3 courses Health & Safety workshop 19th September – 8 attended Volunteer preparation course 24th September – 6 new volunteers on course

Watford and Three Rivers

1 REFERRAL INFORMATION

Number of new families referred during monitoring period 31 1 (referred and Number of new referrals supported by under HCC contract (13 Newly Supported but Referred in supported this Previous Period) monitoring period) Number of families referred under a previous monitoring period funded by HCC contract, and 33 whose support continues in to this reporting period

2 ALL QUESTIONS IN SECTION 2 RELATE ONLY TO FAMILIES FUNDED BY HCC CONTRACT

2.1 Children This relates current open and supported families New Existing a. number of children in family supported under 5 years old 1 35 b. number of children in family supported over 5 years old 0 16 c. number of disabled children (all ages) 0 12 d. number of children with an Early Support Plan 0 0

e. number of children (all ages) subject to Child Protection Plan (Section 47) 0 3

f. number of children (all ages) identified as a Child in Need (Section 17) 0 2 g. number of children (all ages) with a CAF 0 6 number of children from BME communities or where immigration status is a concern(all h. 1 34 ages) i. number of children where English is a second language 0 4

SERVICE DELIVERY OUTCOMES (ONLY HCC FUNDED FAMILIES) This is families 3 referred and supported since April 2014 – More detail on appendix E For the questions below please state the numbers of families supported for each outcome 3.1 Parenting Skills Managing children’s behaviour 10 Supporting children’s development 11 3.2 Parent’s well-being Maintaining physical health 11 Maintaining mental health 11 Reducing social isolation 12 Advice & support to access other services 8 Increasing self-esteem and confidence 11 3.3 Children’s well-being Maintaining/improving child’s physical health 11 Maintaining/improving child’s mental health 11 3.4 Family organisation Managing the household budget 11 Day to day running of the home 11 Family relationships 11 Access to training /education 0

SERVICE DELIVERY OUTPUTS (ONLY HCC FUNDED FAMILIES) In Reporting 4 Period July – Sept 2014 4.3 Volunteers a. No of volunteers available during period? 58 No of volunteer hours delivered during period? Approximately based on b. 980 number of open families in reporting period Training courses delivered during this period, and no of attendees for each?

Recruitment session – 5 c. Support Group New Volunteers - 10 New Prep Course – 17 Money Management – 10 Family Lawyer Talk – 10 PSCO talk - 7

Stevenage

1 REFERRAL INFORMATION Number of new families referred during monitoring period 19 Number of new referrals supported by under HCC contract 13 Number of families referred under a previous monitoring period funded by HCC contract, and 18 whose support continues in to this reporting period

2 ALL QUESTIONS IN SECTION 2 RELATE ONLY TO FAMILIES FUNDED BY HCC CONTRACT 2.1 Children New Existing a. number of children in family supported under 5 years old 18 29 b. number of children in family supported over 5 years old 11 15 c. number of disabled children (all ages) (physical & emotional) 2 7 d. number of children with an Early Support Plan 1 6 e. number of children (all ages) subject to Child Protection Plan (Section 47) 0 9 f. number of children (all ages) identified as a Child in Need (Section 17) 0 8 g. number of children (all ages) with a CAF 1 6 number of children from BME communities or where immigration status is a concern(all h. 0 0 ages) i. number of children where English is a second language 6 3

Reducing social isolation 9 Advice & support to access other services 6 Increasing self-esteem and confidence 12 3.3 Children’s well-being Maintaining/improving child’s physical health 3 Maintaining/improving child’s mental health 3 3.4 Family organisation Managing the household budget 3 Day to day running of the home 8 Family relationships 5 Access to training /education 1

4 SERVICE DELIVERY OUTPUTS (ONLY HCC FUNDED FAMILIES) 4.3 Volunteers a. No of volunteers available during period? 26 b. No of volunteer hours delivered during period? 1 course Training courses delivered during this period, and no of attendees for c. each? 6 new volunteers

Royston and South Cambs

1 REFERRAL INFORMATION Number of new families referred during monitoring period 9 Number of new referrals supported by under HCC contract 5 Number of families referred under a previous monitoring period funded by HCC contract, and 15 whose support continues in to this reporting period

2 ALL QUESTIONS IN SECTION 2 RELATE ONLY TO FAMILIES FUNDED BY HCC CONTRACT 2.1 Children New Existing a. number of children in family supported under 5 years old 9 24 b. number of children in family supported over 5 years old 8 5 c. number of disabled children (all ages) d. number of children with an Early Support Plan

e. number of children (all ages) subject to Child Protection Plan (Section 47) 4

f. number of children (all ages) identified as a Child in Need (Section 17)

g. number of children (all ages) with a CAF 1 1 number of children from BME communities or where immigration status is a h. 1 2 concern(all ages) i. number of children where English is a second language 2

3 SERVICE DELIVERY OUTCOMES (ONLY HCC FUNDED FAMILIES) For the questions below please state the numbers of families supported for each

outcome 3.1 Parenting Skills Managing children’s behaviour 10 Supporting children’s development 13 3.2 Parent’s well-being Maintaining physical health 10 Maintaining mental health 16 Reducing social isolation 16 Advice & support to access other services 11 Increasing self-esteem and confidence 14 3.3 Children’s well-being Maintaining/improving child’s physical health 12 Maintaining/improving child’s mental health 8 3.4 Family organisation Managing the household budget 11 Day to day running of the home 13 Family relationships 14 Access to training /education 1

4 SERVICE DELIVERY OUTPUTS (ONLY HCC FUNDED FAMILIES) 4.3 Volunteers a. No of volunteers available during period? 39 b. No of volunteer hours delivered during period? Training courses delivered during this period, and no of attendees c. 1 12 for each?

North Herts

1 REFERRAL INFORMATION Number of new families referred during monitoring period 16 Number of new referrals supported by under HCC contract 9 Number of families referred under a previous monitoring period funded by HCC 28 contract, and whose support continues in to this reporting period

ALL QUESTIONS IN SECTION 2 RELATE ONLY TO FAMILIES FUNDED BY HCC 2 CONTRACT 2.1 Children New Existing a. number of children in family supported under 5 years old 13 28 b. number of children in family supported over 5 years old 5 15 c. number of disabled children (all ages) 0 1 d. number of children with an Early Support Plan 0 0 e. number of children (all ages) subject to Child Protection Plan (Section 47) 2 2 f. number of children (all ages) identified as a Child in Need (Section 17) 5 8 g. number of children (all ages) with a CAF 0 1

number of children from BME communities or where immigration status is h. 0 0 a concern(all ages) i. number of children where English is a second language 0 0

3 SERVICE DELIVERY OUTCOMES (ONLY HCC FUNDED FAMILIES) For the questions below please state the numbers of families supported for each outcome 3.1 Parenting Skills Managing children’s behaviour 2 Supporting children’s development 1 3.2 Parent’s well-being Maintaining physical health 3 Maintaining mental health 2 Reducing social isolation 4 Advice & support to access other services 3 Increasing self-esteem and confidence 2 3.3 Children’s well-being Maintaining/improving child’s physical health 1 Maintaining/improving child’s mental health 3.4 Family organisation Managing the household budget 2 Day to day running of the home 3 Family relationships 2 Access to training /education

4 SERVICE DELIVERY OUTPUTS (ONLY HCC FUNDED FAMILIES) 4.3 Volunteers a. No of volunteers available during period? 40 b. No of volunteer hours delivered during period? 350 Training courses delivered during this period, and no of attendees for c. 0 each?

East Herts

1 REFERRAL INFORMATION Total Number of new families referred during monitoring period 26 Number of new referrals supported by under HCC contract 12 Number of families referred under a previous monitoring period funded by HCC 13 contract, and whose support continues in to this reporting period

2 ALL QUESTIONS IN SECTION 2 RELATE ONLY TO FAMILIES FUNDED BY HCC CONTRACT 2.1 Children New Existing a. number of children in family supported under 5 years old 18 21 b. number of children in family supported over 5 years old 9 14 c. number of disabled children (all ages) 1 3

d. number of children with an Early Support Plan 2 4 e. number of children (all ages) subject to Child Protection Plan (Section 47) 4 4 f. number of children (all ages) identified as a Child in Need (Section 17) 4 4 g. number of children (all ages) with a CAF 4 4 h. number of children from BME communities or where immigration status is a 8 5 concern(all ages) i. number of children where English is a second language 0 0

3 SERVICE DELIVERY OUTCOMES (ONLY HCC FUNDED FAMILIES) For the questions below please state the numbers of families supported for each outcome 3.1 Parenting Skills Managing children’s behaviour 15 Supporting children’s development 26 3.2 Parent’s well-being Maintaining physical health 16 Maintaining mental health 10 Reducing social isolation 19 Advice & support to access other services 42 Increasing self-esteem and confidence 20 3.3 Children’s well-being Maintaining/improving child’s physical health 25 Maintaining/improving child’s mental health 10 3.4 Family organisation Managing the household budget 4 Day to day running of the home 20 Family relationships 21 Access to training /education 2

4 SERVICE DELIVERY OUTPUTS (ONLY HCC FUNDED FAMILIES) 4.3 Volunteers Total a. No of volunteers available during period? 43 b. No of volunteer hours delivered during period? 450 c. Training courses delivered during this period, and no of attendees for each? 0

Dacorum

1 REFERRAL INFORMATION Number of new families referred during monitoring period 25 Number of new referrals supported by under HCC contract 14 Number of families referred under a previous monitoring period funded by HCC contract, and 22 whose support continues in to this reporting period

ALL QUESTIONS IN SECTION 2 RELATE ONLY TO FAMILIES FUNDED BY HCC 2 CONTRACT 2.1 Children New Existing a. number of children in family supported under 5 years old 24 21 b. number of children in family supported over 5 years old 10 7 c. number of disabled children (all ages) 0 0 d. number of children with an Early Support Plan 0 0 number of children (all ages) subject to Child Protection Plan e. 0 5 (Section 47) number of children (all ages) identified as a Child in Need (Section f. 2 0 17) g. number of children (all ages) with a CAF 2 number of children from BME communities or where immigration h. 0 0 status is a concern(all ages) i. number of children where English is a second language 2 0

SERVICE DELIVERY OUTCOMES (ONLY HCC FUNDED 3 FAMILIES) For the questions below please state the numbers of families supported for each outcome

3.1 Parenting Skills Managing children’s behaviour 15 Supporting children’s development 26 3.2 Parent’s well-being Maintaining physical health 16 Maintaining mental health 10 Reducing social isolation 19 Advice & support to access other services 42 Increasing self-esteem and confidence 20 3.3 Children’s well-being Maintaining/improving child’s physical health 25 Maintaining/improving child’s mental health 10 3.4 Family organisation Managing the household budget 4 Day to day running of the home 20 Family relationships 21

Access to training /education 2

4 SERVICE DELIVERY OUTPUTS (ONLY HCC FUNDED FAMILIES) 4.3 Volunteers a. No of volunteers available during period? 32 b. No of volunteer hours delivered during period? 1248 Training courses delivered during this period, and no of attendees for 10 each? c. Prep Course 12 Safeguarding Refresher Course

Welwyn Hatfield

1 REFERRAL INFORMATION

Number of new families referred during monitoring period 5

Number of new referrals supported by under HCC contract 1

Number of families referred under a previous monitoring period funded by HCC 13 contract, and whose support continues in to this reporting period

ALL QUESTIONS IN SECTION 2 RELATE ONLY TO FAMILIES FUNDED BY HCC 2 CONTRACT Exis 2.1 Children New ting a. number of children in family supported under 5 years old 2 20 b. number of children in family supported over 5 years old 0 10 c. number of disabled children (all ages) 0 6 d. number of children with an Early Support Plan 0 2

e. number of children (all ages) subject to Child Protection Plan (Section 47) 0 5

f. number of children (all ages) identified as a Child in Need (Section 17) 0 2 g. number of children (all ages) with a CAF 0 0 number of children from BME communities or where immigration status is a h. 0 0 concern(all ages) i. number of children where English is a second language 0 0

Reducing social isolation 11 Advice & support to access other services 0 Increasing self-esteem and confidence 10 3.3 Children’s well-being Maintaining/improving child’s physical health 5 Maintaining/improving child’s mental health 3 3.4 Family organisation Managing the household budget 5 Day to day running of the home 7 Family relationships 5 Access to training /education 0

4 SERVICE DELIVERY OUTPUTS (ONLY HCC FUNDED FAMILIES) 4.3 Volunteers a. No of volunteers available during period? 31 b. No of volunteer hours delivered during period? 125 Training courses delivered during this period, and no of attendees for each? 2 Group supervision sessions (11/7/14 and 18/7/14) c. led by our Safeguarding Trustee attended by 5 volunteers at each session.

Appendix C

Scheme Name: East Herts

Can you tell me why you were  Health visitor – 2 years ago referred to Home-Start, when  Counsellor referred – Jan 2014 you were referred and who  Children’s Centre – Summer 2014 referred you?  Single parent  Split up with abusive partner  4 young children, single parent  First husband died, Father of 4th child in prison

What particular problems were  Isolated you experiencing prior to your  Poor medical history of child referral?  Didn’t want to rely on family  Stress leading to hospitalisation  Physical effect of stress  No time to self  Social care involvement

Has Home-Start helped you  H-S staff are on the end of a phone overcome your problems?  Look forward to playgroup  Brought on confidence – talk to people  Chat to volunteer – get things off your chest  Able to have a break and do what is needed in the home  2 hours means the world  Now volunteering in furniture up-cycling scheme

 Help with bathing, cooking, housework

When you were receiving the  On top of the world feeling volunteer visits and review  Relaxed visits, how did this make you  Look forward to visits feel?  It was heaven  Very thankful  Less stressful How do you think Home-Start  Someone to talk to helped you in overcoming your  Reset stress levels problems?  Confidence grown  Contact with child support agency  Volunteer not emotionally linked or involved  Confidential What difference has it made to  Confidence you and your family?  Child communication and speech has improved  Made friends through H-S  If no H-S would still be isolated at home depressed  Feel a better Mum  A day to feel good all day  Clear head

 Do more with the child

 Self achievement  Youngest child get more attention from older siblings If you were recommending  A Support network

Home-Start to a new family,  Volunteer support – not clock watching what would you describe as the  How lovely they are two or three key benefits?  Help no matter what your situation  Advice and guidance  Someone to talk to  Relief Are there any areas that could  Nothing be improved? And what are  Twice a week visits these? Did Home-Start introduce you  Yes to or recommend the children's  Signpost to Freedom Programme centre or other partner agencies?

Scheme Name: North Herts

Can you tell me why you were  Self referral – 5 months ago referred to Home-Start, when  Health visitor – Feb 2014 you were referred and who  No family referred you?  Single parent  Husband died What particular problems were  Ignored / not listened to by medical staff you experiencing prior to your  Isolated feeling referral?  Lack of knowledge of benefits system  Lonely  Isolated, not going out  No circle of friends Has Home-Start helped you  Weekly volunteer overcome your problems?  Arranged for a named health visitor  Support to enquire re benefits  Someone to talk to  Hand holding  Supporting  Able to call co-ordinator any time

 Helped a lot

 Volunteer has been an angel

What difference has it made to  Less stress and worried you and your family?  Not overwhelmed  Children happier  Not house-bound  Were on anti-depressants, but because of H-S, no longer on medication If you were recommending  Getting support Home-Start to a new family,  Listened to what would you describe as the  Highly recommend two or three key benefits?  Allows you to gain confidence  Improves self esteem  Encourages independence Are there any areas that could  Nothing be improved? And what are these? Did Home-Start introduce you  Yes to or recommend the children's centre or other partner agencies?

Scheme Name: Stevenage

Can you tell me why you were  Health visitor – Jan 2014 referred to Home-Start, when  Social Care you were referred and who  Children’s Centre – 3 years ago referred you?  Difficulties with son  Suffering from PND  New twins, 3 children under 1 What particular problems were  Feeling like a bad Mum you experiencing prior to your  Feeling lonely referral?  Isolated, home bound  Feel useless  Stayed inside all the time Has Home-Start helped you  Help when needed overcome your problems?  More confidence  Non judgemental  Listen to you  Felt Safe  Not patronising  Make you feel normal

 Problems lifted from your shoulders

 Coping strategies

 Able to chat to other parents at group sessions When you were receiving the  Relief, felt like a release volunteer visits and review  Felt happy visits, how did this make you  Someone to talk to feel?  Supportive  Look forward to it  Emotional feeling (for the better)  The effect is positive for at least a couple of days

 Feel the volunteer wants to be there so appreciate it more How do you think Home-Start  Suggest different strategies and techniques helped you in overcoming your  Helped to stop and think problems?  See things in a different light  Helped to use the right words  Parenting courses attended – good advice  Confidential outside support  Gave good advice

 Helped with getting out of the house and school run What difference has it made to  Less stressful you and your family?  Easier communication with children and partner  More relaxing and calmer  Without H-S we would be divorced  Depression has improved quicker  Family breakdown would have happened, we would have crumbled  Taught us how to be a better family If you were recommending  Finding the right route to support Home-Start to a new family,  Listening what would you describe as the  Approachable two or three key benefits?  Support is unbelievable and overwhelming  Help you to get out and meet people  Make good friends Are there any areas that could  Nothing be improved? And what are  Compared to Social Care H-S are better – never open up these? to Social Care  Telephone support is essential too Did Home-Start introduce you  Yes to or recommend the children's  Family Lives course referral centre or other partner  Angels Support Group agencies?

Scheme Name: Watford & Three Rivers

Can you tell me why you were  In Dec 2013 by midwife referred to Home-Start, when  Struggling with 3 young children you were referred and who  Children’s centre referral referred you?  Self referral  Family stress  School issues for older child  Autism

 Stress and epilepsy

 New baby What particular problems were  Stressful you experiencing prior to your  Congested apartment referral?  No time for self  Stress led to illness  No day to day running of the house  Family breaking down  Older child attention seeking Has Home-Start helped you  Once a week volunteer visits

overcome your problems?  Chatting, relaxed mind  Perfect volunteer match  Help watching children so can do the day to day tasks  Listening / asking – Life guru  No blame – strengthening the family  Lots of talking  Helped to understand issues

 Gives confidence When you were receiving the  Feel very relieved – Less stress volunteer visits and review  Peace of mind – more relaxed visits, how did this make you  Energised feel?  Calmer atmosphere  Good routine How do you think Home-Start  Talking to the volunteer – sounding board helped you in overcoming your  Makes Mum feel better, problems?  Just like my family  Children excite to see volunteer  Really appreciate the service  Making sure medical appointments were kept  Flexible volunteers What difference has it made to  There would be no relief from busy life you and your family?  Trips out have been great – really looked forward to them  Improved health  Family has not broken down  Improved relationships in family  House and home life is organised If you were recommending  Children feel so happy Home-Start to a new family,  Somebody close to your family what would you describe as the  A problem shared two or three key benefits?  Breathing space  See you through a hurdle in life

Are there any areas that could  Twice a week visits be improved? And what are  Speed of matching volunteer these? Did Home-Start introduce you  Helped refer to a charity to get children beds to or recommend the children's  Children’s centre have been amazing centre or other partner agencies?

Scheme Name: Hertsmere

referral?  Lack of knowledge of benefits system  Lonely  Isolated, not going out  No circle of friends Has Home-Start helped you  Weekly volunteer overcome your problems?  Arranged for a named health visitor  Support to enquire re benefits  Someone to talk to  Hand holding  Supporting  Able to call co-ordinator any time

 Helped a lot

 Volunteer has been an angel

 Big life change  Talked through things, guiding hand and sounding board  Helped get our to the park When you were receiving the  Supported volunteer visits and review  Relief visits, how did this make you  Boost for the whole week feel?  Confidence  Look forward to the visits How do you think Home-Start  It’s been invaluable helped you in overcoming your  Helped to organise CBT help problems?  Always helping  A great service  Volunteers want to be there  Non judgemental What difference has it made to  Less stress and worried you and your family?  Not overwhelmed  Children happier  Not house-bound  Were on anti-depressants, but because of H-S, no longer on medication If you were recommending  Getting support Home-Start to a new family,  Listened to what would you describe as the  Highly recommend two or three key benefits?  Allows you to gain confidence  Improves self esteem  Encourages independence Are there any areas that could  Nothing be improved? And what are these? Did Home-Start introduce you  Yes to or recommend the children's centre or other partner agencies?

Scheme Name: St Albans

Can you tell me why you were  Referred twice referred to Home-Start, when  1st referral - Health Visitor referred mum as she had just had a you were referred and who baby and was struggling with housework. She was living in a referred you? small bedsit which was very cluttered. Volunteer helped to sort out the piles of clothes and helped with cleaning, teaching mum how to cook proper meals, tidying etc  2nd referral - again referred from the Health visitor and Children’s centre  Mum had moved house and the home was starting to get cluttered again, so help was offered around washing, tidying and playing with the child who was now a toddler.

 Referred by a neighbour who saw she was struggling  The professional path for referral failed as her youngest child was never properly discharged from hospital therefore mum had not had a health visitor and so Home Start was not even know about by the family.  Following the call from the neighbour, Home Start got in touch with mum and took it from there.  Mum was struggling as she had her 3rd baby and 3 months later her older child broke her leg and was wheelchair bound. Mum was still breast feeding the baby full time whilst trying to deal with her daughters medical needs as she was not able to attend school And was in so much pain she needed constant attention What particular problems were  Struggling to keep the home clean and tidy you experiencing prior to your  had limited experience in cooking referral?  needed to learn how to organise the home

 Struggling to juggle everything  Struggling to push the pushchair and wheelchair at the same time.  Finding it difficult to get to medical appointments for her older daughter  Going through a hard time  Husband was also facing redundancy at the same time. Has Home-Start helped you  Home Start was a life –saver. overcome your problems?  They helped mum to organise the home, clean and de-clutter

 Also taught her how to cook, suggesting new recipes.

 Volunteers also help with the child and play time  Mum feels she has come on leaps and bounds  Home Start has helped massively  There was a point when 3 adults were needed in the house – one to do the school run, one to look after her daughter’s needs and one to look after the baby.  Grandparents were a huge help but they are getting on and mum could see they needed a break as they were travelling from Cambridge to help every day.

When you were receiving the  Mum looked forward to the visits and felt great after volunteer visits and review them visits, how did this make you  Received 1 a week for 9 months feel?  2nd referral from July and visits are ongoing

 Mum only needed short term help to get her through the current situation so actually had 2 volunteers attending, each coming once a week for a period of 6- 8 weeks.  Mum didn’t really get to see the volunteers she just left the children with them immediately to allow her to get on with other things.  The volunteers would do crafts with her daughter - great as she was not missing out on so many things at school and was not bored at home.  Daughter enjoyed this time How do you think Home-Start  Mum felt empowered to be able to tidy the home helped you in overcoming your  Kept sane! problems?  The matching process was very important

 Mum instantly felt she could trust the volunteers and leave her children in their care. What difference has it made to  Much stronger family you and your family?  1st volunteer was a midwife so matching was very important as she was able to help mum with the new baby and teach her how to deal with things

 Kept family sane and got them through an extremely difficult time  They survived summer thanks to Home Start  The neighbour who referred mum is always quoting the advice that her own Home Start volunteer gave to her.  The volunteers helped family to see things from other perspectives  Practical support  An example of how the volunteer helped is that when the baby had gone to sleep to help mum with weaning the baby the volunteer took the initiative to go to the kitchen What are the two or three key  Brilliant charity benefits of Home-Start?  Supports families when they are struggling with domestic chores

 They don’t make you feel judged or a failure.

 The family’s experience of medical professionals at this time was not good with the exception of the physio. Mum had to constantly push to get the care and medical attention her daughter needed - this was in contrast to the help received from Home Start.  The volunteers were always professional

 They were never late  Always arrived when they said they would  Voluntary aspect does make a difference as it feels so valued Are there any areas that could  No areas be improved? And what are  Just to get the word out more about Home Start these?  Expand the service – there is a massive need out

there that Health visitors cannot provide for

 A very practical and valuable service. Did Home-Start introduce you  Mum was already in touch with local children’s centre to or recommend the children's and other professionals regarding the child. centre or other partner  Although Home Start did not put mum in touch with agencies? any particular agencies, the volunteer sat with her

and helped her to work out who she needed to contact to get the help her daughter needed at that time. Any other comments

 When child is older and she has more free time she would like to become a volunteer herself  A really valuable service  A service that is really needed currently  Home Start plugs the gaps - as there is no specific target group, they are able to help people in so many different situations  The self-referral aspect is so important as in this case the usual professional referral routes failed and had the family neighbour not referred, the family may never have known about the service  When mum is in a position to, she would love to volunteer herself.

Scheme Name: Hemel Hempstead

Can you tell me why you were  Referral made through Children’s centre nearly 3 years ago as referred to Home-Start, when mum was suffering with post-natal depression you were referred and who  Generally in a bad place referred you?  The volunteer assigned to family does outreach work with the children’s centre as well.*********  Social Worker, Health Visitor and Occupational Therapist all had a meeting and the outcome was to put Home Start in touch with the family - Approximately 2 years ago  Mum has an older disabled child and was struggling to look after him and lift the baby after the birth as she had had a C- section  Husband was working full time so mum was struggling on her own  Health Visitor suggested Home Start to mum  Mum had been kept in hospital for high blood pressure after giving birth to twins  One baby very underweight  Husband works very long hours and can be away for long

stretches at a time What particular problems were  Post natal depression you experiencing prior to your  Baby had a lot of health problems referral?  Mum also had an older 2 year old son - the stress of the baby’s health issues affected mum which in turn affected the 2 year old  Has recently moved house  Feeling isolated  Going out was very stressful  Could not lift older son or baby due to C-Section

 Could not find the time to take a bath

 Mum felt she couldn’t do much at all

 Suffering from slight depression  Both parents families live up north so they did not have any local support  Feeling exhausted all the time  Couple had spent over £40k on IVF treatment so are massively in debt, hence dad having to take whatever work he can as he is a self-employed musician  Friends could only help so much  Mum was housebound and very stressed on her own  The babies are up all night – they don’t sleep much at all so mum is extremely tired  Physically exhausted Has Home-Start helped you  Yes - Home Start have been brilliant overcome your problems?  If it were not for Home Start mum does not know where she would be now – she feel she would not have coped.

 Mum has to attend constant medical appointments for the

baby  Able to ring the volunteer at any time  Mum still has flashbacks from son being ill – Home Start are there to talk things through with and reassure.  They have helped mum through her problems.  Family can help to an extent but it is helpful to have someone slightly removed from the situation  Mum did not click with the 1st volunteer – therefore thought that Home Start may not be right for her but 2nd Volunteer was brilliant  Volunteer explained that they could not take the children out without mum but could occupy/look after them in her presence whilst she got on with other things  When Home Start first arrived Mum thought she was in a better place already but then realised she did still need help When you were receiving the  Mum has been having visits for 3 years volunteer visits and review  Mum very much looks forward to the weekly visit visits, how did this make you  Volunteer builds mum up for the week and gives her feel? affirmation.

 Visits help Mum to talk and calm down  One week the volunteer could not make the appointment

and mum could feel herself going down each day for that week. She really missed the visit.  The positive feeling from the visit lasts for the rest of the week  Mum feels better after the visits  Mum can cook, clean etc during the visit so feels happier after as she has managed to get things done  Can have respite during the visit  Volunteer helps with bathing and feeding the children  Previously dreaded Wednesdays as husband is always away mid-week but now is so glad to see it coming.  Looked forward to having someone to talk to  Volunteer asks mum ‘have you eaten, had a shower…’ and sends mum off to do this while she looks after the babies. How do you think Home-Start  Good to have someone to talk to about herself and not helped you in overcoming your just the children. problems?  The volunteer is always able to get relevant books for the children e.g. books on moving house when the family

moved.  The eldest has a great connection with the volunteer  When he has problems at school – he and mum ask to see the volunteer as she has a way of communicating with him and getting through.  There are no expectations – Home Start let mum take things at her own pace  When the family were experiencing severe money troubles and mum was considering declaring herself bankrupt, the volunteer talked the process through with her, got her the necessary forms and helped with calls, took her to court for the hearing and supported her through the difficult process.  Mum is now off anti-depressant  Volunteer very good with son who has disability  Someone to talk to as well as practical support  The volunteer gave mum a window of ‘I can do this’ time  Made to feel she can live a normal life  Mum’s state of mind changed – where previously she didn’t think she could cope, she now has more confidence  Has the attitude that ‘I can do this’  Good to have someone to talk to- have an adult conversation as husband is at work all day  The volunteer assigned to the family has a very calm nature which mum needs  ‘A weekly dose of getting through the week’  Not just a second pair of hands but someone to talk to  Volunteer gives great advice

 The volunteer visits at the hardest time of the day which is a big help – which allows mum half an hour to herself What difference has it made to  Overall, everyone in the family benefits from the visits you and your family?  Has made a big difference to family  They are a happier family thanks to Home Start

 Mum has observed how the volunteer interacts with her eldest child and has been able to do the same  Both boys now listen to mum which they didn’t do before.  Volunteer has given great advice to mum and her eldest child  Had Home Start not been involved with the family, mum does not know where they would be today.  Home Start encouraged mum to feel safe and have the confidence to make new friends where previously she was too scared and low  If mum is distressed she will act in a certain way – if she is calmer and more relaxed a calmer, more relaxed household is achieved  The whole family get on with the volunteer  Volunteer is like a surrogate mum  Volunteer was happy to go swimming with the mum and babies without hesitation What are the two or three key  Help and support benefits of Home-Start?  Encouragement  They are all so kind and lovely

 Have been such a big part of mum and kids life  Mum has called on Home Start more than on her own family  Home Start have been there for everything that’s happened over the past few years and for things that mum hasn’t been able to share with her own family  Home Start help a lot – especially mums  Practical support with things – they can look after the children whilst mum gets on with things  Someone to talk to that’s confidential  If you have got twins or triplets you can be very isolated  Can be harder to get to groups with 2 or more babies as if one gets upset you have to leave, so can be lonely - Home Start really helps to talk things through  Extra pair of hands Are there any areas that could  Nothing be improved? And what are  Would be good to let volunteers take the children out on these? their own for a while to get fresh air while mum gets things done, takes a bath etc

 Volunteers may be more interested /motivated if they got paid – although this family’s volunteer is brilliant so this may not be the case  If Home Start could do the visits for longer than 9 months

– it would be lovely to still have someone coming but mum is aware that there are other families who may need the service more  Too few hours to spend with families – a 2nd visit a week would be lovely Did Home-Start introduce you  Mum was already in touch with the local Children’s to or recommend the children's centre where she had gone to ask for help centre or other partner  Home Start have arranged for mum to attend courses agencies? such as parenting puzzle and other parenting courses

and helped her to enrol.  Home Start helped mum when she was going through Bankruptcy - papers, calls, attending court with her.  Home Start suggested a play skill group for her eldest disabled son to attend which is for children with disabilities.

Scheme Name: Royston

Can you tell me why you were  First referred in July 2013 by Doctor but Mum didn’t referred to Home-Start, when pursue initially – she then got in touch with Home Start you were referred and who herself a few months later. referred you?  Difficult birth with the 1st baby then progressed very quickly.  Husband works long hours  Just going to the clinic was a nightmare  Children Centre play and stay was very difficult.  Son’s School Head Teacher recommended Home Start to mum as it came to light that she was struggling to cope.  Mum has 4 children in total – when the baby was born the 3rd child was getting no attention from mum and this showed in his behaviour.  Mum finding it difficult to cope. What particular problems were  Mum was struggling to just get out of the house you experiencing prior to your  ‘Just needed help’ referral?  Very stressed nd  Husband failed to bond with 2 baby  Baby was very clingy with mum  Too hectic  Since the baby was born the other children were not getting mum’s attention  The eldest child also has anxiety issues Has Home-Start helped you Yes: overcome your problems?  Mental and emotional support  Somebody to talk to and off-load to.

 Home Start helped mum to see light at the end of her

journey – she didn’t feel stuck in a box any more  Good to talk to someone outside of the family.

 Home Start helped mum to see things differently.  Practical help as well.  The volunteer would look after the baby so mum could spend 1:1 tie with other children When you were receiving the  Mum can’t wait for the visits volunteer visits and review  Feel calmer during and after the visits visits, how did this make you  Co-ordinator would call every 3-4 months feel?  Good to have someone to talk to about problems  Advice on pre-school - volunteer was able to give a new perspective on sending child to pre-school which mum had worried about and felt pressure from her family not to do.  Child now attends pre-school happily once a week.  No judgement about problems, could talk about family problems  The children loved the volunteer and looked forward to the visits.  Mum enjoyed the visits and felt she had achieved something after them. How do you think Home-Start  Enabled mum to have 1:1 time with all her children helped you in overcoming your  The volunteer was amazing and would entertain the problems? girls while mum could get things done.

 Can now get out to the play group with the volunteer

so both mum and volunteer can keep an eye on the children.  The volunteer was used to being around children so was able to provide lots of ideas of things to do with them  Previously mum might go for a week without a shower – was unbelievable to be able to have a shower whilst the volunteer was there.  The house was more relaxed  Mum was able to have full on time with the children individually What difference has it made to  Mum is less stressed you and your family?  Partner could not offer the support as he had recently started a new job so having someone else to off load to was great

 Children’s confidence grew week on week  It was really helpful to be able to get to the Doctors surgery. Even when mums usual volunteer wasn’t available Home Start still sent another volunteer.  Volunteer was very flexible around the time of the visits and came at a time convenient for the family.  Children really enjoyed the trip to Standalone Farm – a great day for the whole family.  Volunteer has enabled mum to do activities that she would not otherwise have done.

 The jealousy from other children has stopped.  Mum has been able to spend a lot more time with the 3rd child and they have grown a lot closer. What are the two or three key  Mum has already mentioned Home Start to other benefits of Home-Start? mums on online forums  No judgement

 Help without being invasive

 Mum would feel worried previously that someone else would judge  No extra pressure having the volunteer calling to the home  Emotional and practical support  Someone there  You don’t have to struggle  Can offer everything Are there any areas that could  Cannot fault the service be improved? And what are these?  Advertising – before Head Teacher recommended Home Strat mum had never heard of the service.

 When parents are at home and struggling to get out they are not going to hear about the service.  Health Visitors could mention to families – this was discussed further amongst the group and it was agreed that this seems to vary as many Health Visitors do recommend the Service to families. Did Home-Start introduce you  2 of the mums already knew about their local children to or recommend the children's centres centre or other partner  Volunteer helped mum to register baby with pre- agencies? school and baby is signed up to begin in January.

 Home Start advised on adult education courses  Home Start were also able to advise on mental health services for mums husband as she was worried about his mental state as well.  The volunteer provided paperwork on Children’s centres  Mum is concerned about 3rd child’s speech and Home Start were able to recommend a group to help with this.

Any other comments

 Mums eldest daughter was starting secondary school. The volunteer came for a whole day so mum was able to go out with daughter to get the school uniform – this would have been an impossible task otherwise.  Volunteer happy to work around husband’s hours.  Very happy with the support

Notes from Volunteers discussion afterwards  Training for volunteers is incredible

 Home Start offers a wide range of ongoing training and courses for the volunteers e.g. cooking, safe-guarding  The volunteers have continued support from the co-ordinators  Two volunteers present saw the course advertised in a local magazine  One had a volunteer when her children were younger and has now become a volunteer herself.  Volunteers feel they empower families - families feel they have done it/achieve something themselves  Volunteers feel that taking time to listen is very important for the families.

Scheme Name: Home Start Welwyn/Hatfield (Breaks Manor)

Can you tell me why you were Mum has had 2 referrals referred to Home-Start, when  1st referral: A friend of the family suggested Home Start you were referred and who after hearing that mum had had triplets and was struggling referred you? to cope  The Children’s centre then got in touch with Home Start  Stayed on for longer than the usual 9 months due to family bereavement – appx 1 year  2nd referral – self-referred again as situation continues to be difficult  Mum explained that her situation is not going to change – she has to cope with 3 children on her own Mum 2 was referred by Social worker in March 2014 – she has 3 children and the middle child is on the autistic spectrum.  Mum was struggling to cope What particular problems were  Struggling with 3 young babies on her own whilst you experiencing prior to your husband was out at work referral?  Feeling isolated

 Mum’s older child is on the autistic spectrum and has

very challenging behaviour – she is on her own and has no local family  Mum doesn’t drive and her partner lives in Watford  Mum finds pushing the buggy from school exhausting and she struggled at school  Lack of sleep and motivation Has Home-Start helped you  Family moved whilst receiving support from Home Start overcome your problems?  Visits gave mum a break  Could have a bath whilst volunteer sat and played with

the babies

 Bathing the children was difficult and the volunteer helps with this  The volunteer helped mum to access groups that she was struggling to go to on her own - with the volunteers support mum had the confidence to attend groups When you were receiving the  Looked forward to the visits volunteer visits and review  Looked forward to the adult company visits, how did this make you  Felt better afterwards feel?

 Could have a much needed sleep whilst the volunteer was there How do you think Home-Start  When mums father died, Home Start helped her to helped you in overcoming your get through when she was struggling problems?  Have helped with bath time which is a difficult time

 Volunteer found a special needs course for mum to

attend with her daughter and offered to drive  Volunteer adapted to child not liking goodbyes and understands exactly how to handle the situation  Gives mum a break – pushed the buggy after school  The volunteer being there has given mum time to look into her older child’s condition  When mum was having issues with teachers the volunteer was able to support mum.  Mum could have a bath whilst the volunteer looked after the babies  One mum has had triplets and her situation is not going to change so the What difference has it made to  The chance to spend individual time with the family is you and your family? priceless  The volunteer comes after school which is very helpful as even pushing the pram up the hill is

physically exhausting  The visits have kept mum sane – she can have time to herself  The children are happier for spending time with mum  The volunteer knows the home environment well and can support mum at school or meetings with professionals  ‘Nobody else ever offered support’ What are the two or three key  Head space benefits of Home-Start?  Knowing someone is coming  They always turn up

 Confidentiality  Non-judgemental  Positive affirmation Are there any areas that could  Nothing be improved? And what are  More time for volunteers to spend with families these?  During the summer holidays many volunteers are not

available so it would be good to run more events

during this time for families e.g. picnics etc.  9 months of visits is not enough when your situation is not going to change in that time e.g. One mum has had triplets – relationship building takes up to 6 weeks Did Home-Start introduce you  Volunteer helped mum to build up relationship with to or recommend the children's the children’s centre who then started supporting the centre or other partner family 1 day a week agencies?

 Home Start gave helped mum secure a grant to put up a fence in her garden which means the children can now play outside.  Families in Focus course  Volunteer supported mum with meetings at the school etc. Any other comments

 Both mums want to volunteer when they are in a position to