Jamma Umoja

Inspection report for residential family centre - monitoring visit: Jamma Umoja 1 Jamma Umoja 94 Plaistow Lane, Bromley, Kent BR1 3JE Monitoring visit

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Inspected under the social care common inspection framework

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Information about this residential family centre

This residential family centre is a family resource service offering assessment and treatment services. A group of directors owns the company and another residential family centre. Both centres are based in the South London area.

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Information about this residential family centre

This centre provides both residential and community based assessments of parenting. The centre generally completes residential assessments within a 12-week timeframe, amending this if necessary in order to meet the individual needs of families. The centre accommodates up to nine families and is staffed on a 24-hour basis.

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Inspection date: 6 June 2018

Date of previous inspection: 21 November 2017

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This monitoring visit

This monitoring visit was triggered by a significant number of complaints received from parents directly to Ofsted expressing concerns about the services they received from the centre:  Two parents made complaints about the staff’s medication practices.  Some parents felt that the management team did not respond appropriately to their complaints.  A number of parents have made complaints about poor staff conduct.  A number of parents have made complaints about their post-assessment recommendations.  A number of parents have made complaints focused on the health and safety of their bedrooms and other areas of the building.

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This monitoring visit

The main outcomes of the visit are as follows:  There have been two incidents where medication errors have occurred. Inspection report for residential family centre - monitoring visit: Jamma Umoja 2 Relevant medication polices have been revised, staff have received medication training, and managers closely monitor staff’s medication practices.  Managers’ responses to the complaints of families and staff members are appropriate.  There have been incidents where staff’s conduct towards parents has been inappropriate. When this has occurred, managers have taken effective action to address issues of poor staff performance.  The centre’s assessment process and subsequent assessment recommendations are robust, evidence based, and the result of comprehensive triangulation of assessment findings.  Improvements are required to the centre’s building to ensure that the premises are safe, comfortable and meet the accommodation needs of

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This monitoring visit

This monitoring visit took place on 6 June 2018. The centre’s last full inspection was undertaken on 22-23 November 2017. The overall judgement was ‘good’.

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This monitoring visit

The focus of this visit was to explore concerns about the service following a number of complaints received by Ofsted. Requirements and recommendations raised at the last inspection were not reviewed during the visit and so are repeated here. Prior to the visit, the provider had supplied Ofsted with a written response, outlining how the service had resolved some of the issues raised by families at the centre.

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This monitoring visit

The centre’s registered manager, the responsible individual, staff members and some resident parents were interviewed during this visit.

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This monitoring visit

A parent complained to Ofsted that staff had mistakenly offered her medication that did not belong to her. In a separate complaint, another parent alleged that staff had mistakenly offered her medication that was intended for her child, and offered the child medication that was prescribed for her. In both instances, the mistakes were rectified before any medication was consumed.

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This monitoring visit

Managers accept that these incidents occurred. All staff have since received training on administration of medication. The centre’s medication policies have been revised to ensure that the process is robust and safe, and that two members of staff are present when individuals take medication. Managers have also increased the monitoring of staff’s medication practices and the recording of information to ensure that records are clear and accurate.

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This monitoring visit

Several complaints highlighted parents’ dissatisfaction with the conduct of some staff. Some parents felt that staff were unsupportive, abrupt, contradictory in giving advice and unwilling to acknowledge progress that families had made. Managers acknowledged that some staff members are more popular than others. The registered manager felt that those staff who held clear boundaries, challenged Inspection report for residential family centre - monitoring visit: Jamma Umoja 3 parents about their parenting and were firm in their approach to child protection matters were more likely to face challenges from parents.

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This monitoring visit

The registered manager has addressed issues of staff conduct and professionalism. Managers have reviewed the centre’s staffing structure, with a view to offering permanent positions to long-serving agency staff. There has been an increased focus on staff performance and the assessment of staff skills and competencies. This is in an effort to secure permanent staff who are appropriately qualified and highly skilled. Managers have increased their observation of staff practice. Where there are issues, these are managed via the supervision and appraisal process. For example, managers have taken disciplinary action against a member of staff who had made an inappropriate comment to a parent. This issue was the subject of one of the complaints shared with Ofsted.

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This monitoring visit

The centre is currently undergoing staff restructuring and the recruitment of permanent staff. This is following a number of years when the staff team has remained stable and consistent. The monitoring of staff and increased management oversight are critical if the service is to continue to offer high quality parental assessments.

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This monitoring visit

Where parents made allegations against staff, or staff performances are a cause for concern, managers liaise with external safeguarding professionals. For example, managers sought advice and made a referral to the designated officer following the medication errors, and on another issue around the use of child body maps.

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This monitoring visit

Some parents complained that one member of staff in particular was responsible for parents’ negative assessments, resulting in their children being removed from their care. These parents indicated that they felt some written assessments had been altered to portray them negatively. The registered manager refutes that this is the case. He produced information that supported the view that this case worker’s assessments were evidenced based and included the careful triangulation of all assessment findings. All assessments have a very strong focus on the safety and protection of children.

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This monitoring visit

The service’s established review panel process gives directors and managers a regular opportunity to review each family’s progress and any placement issues. The process allows managers to vigorously scrutinise assessment findings, the views of the entire staff team, the case worker and that of the families themselves. Managers are clear that the review panel is an additional tier of scrutiny that ensures that the staff team accurately assesses the families’ protection of children and the parenting skills of parents.

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This monitoring visit

Some parents indicate that they do not feel comfortable making complaints for fear of reprisal, and that in some instances the management team has failed to address concerns. The registered manager refutes this. Families have very good opportunities to share their views and any concerns they may have. For example, staff regularly inform families about the centre’s complaints procedure, and this is Inspection report for residential family centre - monitoring visit: Jamma Umoja 4 highlighted in the residents’ guide. Local authority social workers are actively encouraged by staff to meet with families, to hear directly from them regarding their experiences at the centre and any concerns they may wish to share.

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This monitoring visit

Feedback from families is an integral feature of the centre’s assessment process. Staff encourage all families, individually and in residents’ meetings, to share their opinions of the service, and so assist with service development. The registered manager pointed out that staff’s efforts to encourage families to contact Ofsted if they are unhappy had been particularly effective.

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This monitoring visit

In a recent complaint, a mother indicated that she felt pressured by staff to bottle- feed expressed breast milk, which was not her preference. This parent was interviewed and her comments shared with the centre’s senior manager. The registered manager commented that staff work hard with midwives and health visitors to promote mothers’ breastfeeding of their children. He explained that it is routine for mothers to attend breastfeeding advice classes, and that staff and other health professionals strongly support mothers’ decisions to breastfeed their children. This is to encourage the healthy development of their babies.

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This monitoring visit

A number of complaints received from parents highlighted health and safety concerns relating to the building. One family interviewed said that on arrival their room was ‘not yet ready’. Their bedroom window had tape on it to prevent draughts and the noise made by the windows shaking. In addition, some window locks in other bedrooms were faulty. One parent said that the wallpaper beneath the bedroom window was peeling, and so exposed the bare wall. The family said that on arrival their chest of drawers had no child locks, and bed corners were not appropriately covered with soft material to prevent the risk of harm to their toddler, who is mobile.

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This monitoring visit

Following the family’s interview with the inspector, the registered manager viewed the room and conceded that the room had not been well prepared for the family’s recent emergency placement. This is despite regular building reviews by designated on-site managers responsible for building maintenance and repair of equipment. The registered manager stated that the centre has on order window materials to upgrade the quality of windows, making them secure and more effective against weather conditions. The provider must ensure that each room is appropriate furnished and decorated in order to meet the accommodation needs of families.

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This monitoring visit

Another parent raised issues with the garden’s concrete paving. Some concrete paving was not secure, posing a potential hazard. The registered manager has reviewed the area and agreed to take the necessary steps to ensure that the area is maintained safely.

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This monitoring visit

Other families complained that recently the centre had an issue with insect control. The registered manager refuted that this was the case. However, as a precaution, following complaints, the provider recruited a pest control company to fumigate key areas of the building. Following this process there was no evidence of any pests Inspection report for residential family centre - monitoring visit: Jamma Umoja 5 having been in the building and the matter has been resolved.

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This monitoring visit

This monitoring visit concludes that some of the issues raised in the complaints received by Ofsted are justified. However, other complaints appear unjustified or have been appropriately resolved. Improvements are required to the overall management oversight of the service and the health and safety of the building in particular, to ensure that the needs of families continue to be well met. Inspection report for residential family centre - monitoring visit: Jamma Umoja 6

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Statutory requirements

This section sets out the actions that the registered person(s) must take to meet the Care Standards Act 2000, Residential Family Centre Regulations 2002 and the national minimum standards. The registered person(s) must comply within the given timescales.

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Requirement Due date

(3) For the purpose of paragraph (1), a person is not fit to work in a residential family centre unless— (d) full and satisfactory information is available for each person employed in respect of all matters specified in Schedule 2. (Regulation 16 (3)(d)) 01/09/2018

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Requirement Due date

The registered person shall establish and maintain a system for— (a) reviewing at appropriate intervals; and (b) improving the quality of care provided at the residential family centre. (Regulation 23 (1)(a)(b)) 01/09/2018

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Requirement Due date

The registered provider must supply to Ofsted a report in respect of any review conducted by him under regulation 23 and make a copy of the report available to residents. (Regulation 23 (2)) 01/09/2018

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Requirement Due date

Where the registered provider is a partnership, the residential family centre shall be visited in accordance with this regulation by— (a) the responsible individual or one of the partners. (Regulation 25 (2)) 01/09/2018

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Requirement Due date

(3) Visits under paragraph (1) or (2) shall take place at least once a month and may be unannounced. (4) The person carrying out the visit shall— (a) interview, with their consent and in private, such of the residents and persons working at the residential family centre as appears necessary in order to form an opinion of 01/09/2018 Inspection report for residential family centre - monitoring visit: Jamma Umoja 7 the standard of care provided in the residential family centre (b) inspect the premises of the residential family centre, records of any complaints; and (c) prepare a written report on the conduct of the residential family centre. (5) The registered provider shall supply a copy of the report required to be made under paragraph (4)(c) to— (a) Ofsted, (b) the registered manager; and (c) to each of the partners. (Regulation 25 (3)(4) (a)(b)(c)(5)(a)(b)(c)) Complaints

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Requirement Due date

The registered person must ensure that a written record is made of any complaint or representation, the action taken in response, and the outcome of the investigation. (Regulation 20 (6)) 01/09/2018

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Requirement Due date

8.—(1) The registered provider and the registered manager shall, having regard to the size of the residential family centre, the statement of purpose, and the number and needs of the residents, carry on or manage the centre (as the case may be) with sufficient care, competence and skill. (Regulation 8(1))

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Requirement Due date

In particular, that the provider has an increased presence at the centre and takes steps to improve the overall effectiveness of monitoring systems. 01/09/2018

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Requirement Due date

(2) The registered person shall ensure that—

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Requirement Due date

(a) the physical design and layout of the premises to be used as the residential family centre meet the needs of families; (b) the premises to be used as the residential family centre are of sound construction and kept in a good state of repair externally and internally; (c) all parts of the residential family centre are kept clean and reasonably decorated; (d) adequate private and communal accommodation is provided for families; (e) the size and layout of rooms occupied or used by families are suitable for their needs, and each family is provided with at least one room for its exclusive use; (j) external grounds which are suitable for, and safe for use by, residents are provided and appropriately maintained. 01/09/2018 Inspection report for residential family centre - monitoring visit: Jamma Umoja 8 (Regulation 21(2)(a)(b)(c)(d)(e)(j))

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Requirement Due date

In particular, that bedrooms are appropriately equipped and prepared for families to occupy. Bedrooms should include necessary child safety devices.

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Recommendations

 16: Training, development and qualification of staff. All new staff have a minimum level 3 Children and Young People’s Workforce diploma, which must include mandatory social care units, or be working towards the relevant qualifications within six months of confirmation of employment. Staff may also find it helpful to have a level 3 award or certificate in Work with Parents or level 4 award in Work with Parents. (National Minimum Standard 16.5)  13: Financial viability and changes affecting business continuity. The registered person has a written development plan, reviewed annually, for the future of the centre, either identifying any planned changes in the operation or resources of the service, or confirming the continuation of the centre’s current operation and resource. The views of parents and children at the centre at the time of the annual review are sought and taken into account. (National Minimum Standard 13.2)

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Recommendations

 16: Training, development and qualification of staff. Staff are equipped with the skills and experience to meet the needs of the parents and their children and the purpose of the centre. In particular that domiciliary staff receive basic safeguarding training. (National Minimum Standard 16.1)

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Information about this inspection

The purpose of this visit was to investigate information received which suggests there may be a breach of regulations.

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Information about this inspection

This inspection was carried out under the Care Standards Act 2000.

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Residential family centre details

Registered provider: Jamma Umoja (Community Services) Limited

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Residential family centre details

Registered provider address: Mazars Llp Apex 2, 97 Haymarket Terrace, Edinburgh EH12 5HD Inspection report for residential family centre - monitoring visit: Jamma Umoja 9 Responsible individual: Linda Daley

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Inspector

Sandra Jacobs-Walls: social care inspector Inspection report for residential family centre - monitoring visit: Jamma Umoja 10 to achieve excellence in the care of children and young people, and in education and skills for learners of all ages. It regulates and inspects childcare and children’s social care, and inspects the Children and Family Court Advisory and Support Service (Cafcass), schools, colleges, initial teacher training, further education and skills, adult and community learning, and education and training in prisons and other secure establishments. It assesses council children’s services, and inspects services for looked after children, safeguarding and child protection.

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Inspector

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Inspector

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Inspector

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