Agenda item

To receive a report from the Head of Scrutiny and Member Development presenting evidence in line with session 1 of the Board’s inquiry.

The report of the Head of Scrutiny and Member Development reminded the Board of the agreed terms of reference relating to this inquiry and set out the purpose of this first inquiry session, which was to address the following areas:

·  The level of clarity surrounding the future approach for the community hub network based on the 3 ‘types’ of provision.

·  The current infrastructure of the three pathfinder community hubs and the views of existing ‘front of house’ staff in relation to this model delivering a more integrated service (identifying any ongoing challenges)

A report from the Assistant Chief Executive (Citizens and Communities) was also appended to provide the background to the development of the Community Hubs within the city and other information pertaining to this first session.  It was also noted that a number of ‘front of house’ staff had been invited to today’s meeting to share their views and experiences with Scrutiny.

The following were in attendance for this item:

·  James Rogers, Assistant Chief Executive (Citizens and Communities)

·  Councillor Debra Coupar, Executive Member for Communities

·  Susan Murray, Head of Customer Contact

·  Bev Rice, Head of Library and Information Service

·  Josette Ward, Community Hub Manager, Compton Centre

·  Tom Booth, Customer Service Team Manager, Compton Centre

·  Kamran Aziz, Library Assistant, Compton Centre

·  Jacqueline Bolton, Customer Services Officer, Compton Centre

·  Jan Jackson, Community Hub Manager, Armley

·  Charlotte Batty, Assistant Community Hub Manager, Armley

·  Elaine Gibson, Library Assistant, Armley

·  Lucy Bain, Library Assistant, Armley

·  Chris McLoughlin, Community Hub Manager, St George’s Centre

·  Janine Lowe-Waterworth, Customer Services Officer, St George’s Centre

The Chair invited the Assistant Chief Executive (Citizens and Communities) to briefly introduce his report.  Members then watched a video produced by the directorate which showed 3 members of staff from the Compton Centre sharing their initial views and experience of the new Community Hub model.  The Chair then invited the officers in attendance to share their own views of the Community Hub model with the Board.

In summary, the key areas of discussion were as follows:

·  Embracing new ways of working – Members noted that many staff were initially apprehensive about the proposed new ways of working but were pleased to learn that staff have now embraced the Community Hub model as they recognise the value of working as a team in delivering more integrated services to customers.

·  Staff training – this was a key area of discussion. It was noted that staff receive a skills and capabilities audit to determine training needs and a development plan. This has led to staff feeling more confident and empowered to deal with a wider range of customer enquiries.

·  Working with the third sector - Members were pleased to learn that the Community Hub approach is being embraced by third sector organisations, with particular reference made to the successful Money Buddies scheme.

·  Mobile provision – Members noted examples of where ‘pop-up’ provisions had proven to be successful in providing an un-met demand for access to Council and Partner services.  It was highlighted that this provision is delivered by teams already based out of the Community Hub buildings with the aim of building up trust and encouraging people to continue to access services from the physical Hub sites. It was also noted that IT issues were still being addressed to improve access to systems remotely.

·  Promoting self-serve facilities – it was highlighted that library staff are also actively promoting self-serve facilities such as the ‘library at home’ service.

·  Interpretation services – Members were pleased to learn that provisions are made to address language barriers so that customers’ needs are addressed at the point of enquiry.  It was highlighted that video phones are also provided to enable sign language users to access interpreters too.

·  Financial costs – Members sought budgetary information relating to the provision of Community Hubs.

·  Community Hub buildings – particular importance was placed upon the standard of buildings used and it was noted that the Scrutiny Board would be considering this in more detail at a future inquiry session.

In conclusion, the Chair thanked everyone for their contribution and praised staff for their continued commitment in delivering the Community Hub approach.  The Chair explained that the next stage of the Inquiry will involve visits to the 3 Pathfinder Community Hubs.

RESOLVED -

(a)  That the Board notes the report of the Assistant Chief Executive (Citizens and Communities)

(b)  That the Board’s forthcoming Community Hub visits are arranged and confirmed with Board Members as soon as possible.

(Councillor A Blackburn arrived at 10.40 am during consideration of this item).