3.1.15 Children's Rights Service Protocol

SCOPE OF THIS CHAPTER

This chapter should be read in conjunction with Advocacy Procedure

This is a new chapter for October 2010

Aims of the Protocol
Process
Escalation Process
Flowchart

1. Aims of the Protocol

To ensure that Children's Rights Service operates effectively and timely for the children and young people Looked After and leaving care in Lambeth and in line with the National Standards for the provision of children's advocacy services 2002, namely Standard 5: "Advocacy gives help and advice quickly when they are requested."
To ensure that both children/young people and professionals are clear about the timescales in which the Children's Rights Service operates and its responsibilities toward the children/young people using it and about the responsibilities of other professionals within Lambeth CYPS Social Care Division to cooperate with the Children's Rights Service.
To ensure that matters are appropriately escalated to more senior managers if not resolved immediately.

2. Process

Children and young people can self-refer to the Children's Rights Service in person, via free phone, text or Email. Professionals can refer children and young people via the Children's Rights Service Referral Form.

The Children's Rights Service works on the instruction of children and young people. A referral can only go ahead if the referrer has discussed the referral with the child/young person, in a manner appropriate to their age and level of understanding, and if the child/young person wishes to access support from the Children's Rights Service.

The Children's Rights Officer (CRO) will respond to a request from a young person within 24 hours of receiving the referral from a professional or other party.

The CRO will then endeavour to meet the young person within 7 working days of speaking to them. If the child/young person does wish to take up advocacy support at the time of being referred then the referral will be closed.

At the first meeting a written contract will be agreed between the child/young person and the CRO, containing a section with agreed actions stating who does what and by when. The written contract will be sent to the young person so they have their own copy along with contact details for the CRO.

The child/young person will be informed at the first meeting about their right to make a formal complaint about any issues they are unhappy with. The CRO will enable children and young people to raise issues, concerns or complaints about the service they receive and how it can be improved. This will be achieved by supporting children and young people through the formal complaints process or a less formal approach according to the wishes and preferences of the individual child or young person.

The child/young person will need to be kept updated about the progress by their preferred method of communication at all times.

Once an agreement with the child/young person is in place the aim is for a resolution has to be effected within 15 working days.

3. Escalation Process

To ensure the CRO can work effectively and timely for the children/young people using the Children's Rights Service and effect a resolution within the given timescale; professionals within Lambeth CYPS Social Care Division need to respond to requests by the CRO within the following timescales:

The CRO makes contact with the respective professional as instructed by the child/young person within 24 hours of the agreement. (The Team Manager will be copied into the correspondence).
If there is no response within 3 working days the CRO will contact the Team Manager.
If there is no response from the Team Manager within 3 working days the CRO will notify the Service Manager Quality Assurance and Safeguarding who will in turn contact the respective Head of Service.
If there is no response from the Head of Service within 3 working days the matter will be brought to the attention of the Assistant Director of the respective service area.
In the event there is no response from the Assistant Director the matter will be brought to the attention of the Assistant Director Multi-Agency, Safeguarding, Quality Assurance and Service Development.

4. Flowchart

Insert flowchart