A Housing association - Service design and development
Enabling engineers to help identify and support potentially vulnerable social housing residents and
Approach
By shadowing engineers, we learnt that they will often come up against difficult situations where a tenant needs further support. We delivered vulnerability training to provide them with ways of looking after themselves and the tenant.
We also piloted a referral service enabling engineers to flag potentially vulnerable tenants for support workers to provide them with further help.
Aims
A housing association needed to develop a training programme to raise awareness and skills for engineers working with vulnerable customers.
After an initial discovery phase, the Snook team and I proposed piloting a new referral process to ensure that engineers could identify signs of vulnerability but also enable the housing association to act upon them.
Impact and outcomes:
Residents received further support when needed
This service enabled support officers to detect that there was further support needed by four residents over the initial four-week pilot. Operatives were pleased to be part of this pilot and the development of this service. The next steps would be for this service to be piloted with approx. 20 operatives over a longer period of time. This service is relatively cheap to set up and install. This could be used across other housing associations.
KEY PROJECT ACTIVITIES
USER RESEARCH
CO-DESIGN WORKSHOPS WITH operatives and key stakeholders
Service requirements workshops
user need creation
Front stage development
piloting
Delivering vulnerability training
CURRENT SERVICE BLUEPRINTING
FUTURE SERVICE BLUEPRINTING
THE CREATION OF DESIGN PRINCIPLES
SERVICE DESIGN COACHING