SCOPE OF THIS CHAPTER

This procedure applies to keyworkers working with people living in a residential care home operated by Hull City Council.

1. Principles

A keyworker is someone who, in addition to the day to day care and support offered by all staff, will work closely with a customer to make sure their wishes and preferences are identified and given due consideration by everybody. For people in residential care, the keyworker will support the customer to maintain contact with family and friends, to access community facilities and will assist the customer with appointments with other professionals.

2. Procedural Steps

Step Action By Whom
1. Prior to a customer’s admission to residential services, a member of staff should be appointed as keyworker on an interim basis. When a person’s personality is better known, they should be matched with a keyworker with whom it is likely they will form a good relationship. This may be the original keyworker or someone else within the team. Manager
2. If a pre-admission visit is undertaken, the keyworker should be introduced to the customer during the visit. If no pre-admission visit takes places, the keyworker should be introduced during the admission process. Manager
3. The keyworker should help the customer to orient themselves within the building, helping them find where things are and introducing them to other people. Keyworker
4. When the person feels comfortable with their surroundings, the keyworker should discuss the customer’s care plan with them and ascertain their wishes and preferences with regard to how their assessed needs are met and how they would like their day to be structured and their time to be spent. The keyworker should also make sure that the person’s cultural and spiritual needs are met through the care planning process. Keyworker
5. The keyworker will spend 1-1 time with the customer building a relationship and promoting an environment where the customer feels able to discuss any concerns they may have. The amount of 1-1 time will depend on their needs and those of the rest of the customer group. Keyworker
6. If the relationship between the keyworker and the customer does not develop well, the customer must be made aware of their right to approach the manager of the service and ask for a change in keyworker. This need not be seen as a criticism of the individual worker as sometimes people just do not get along, but if the customer does have any concerns or criticisms of the worker, these should be listened to and given due regard. Manager
7. If the customer lives in residential care, the keyworker should support him/her to maintain contact with family and friends at a level of their choosing. This may involve support with letters, cards, e-mails, telephone calls, support to remember important family dates such as birthdays and anniversaries and support to participate in important family events. The levels and types of support should be negotiated and agreed through the care planning process so that the customer achieves maximum benefit without adversely impacting on the care and support available to other residents. Keyworker
8. If the customer lives in residential care, the keyworker, in conjunction with senior staff should also support the person to make and attend appointments such as those with health or other professionals. Keyworker
9. The keyworker must keep adequate records of their involvement with the customer, but also maintain an overview of the records others have made in respect of the person so that they can identify any patterns of behaviour which may need to be explored such as a growing boredom with something previously enjoyed and also so that the keyworker can give summary information to the person’s review, with their agreement and consent. Keyworker