Joined up service

With funding from the Stronger Communities Fund, Worthing Churches Homeless Projects (WCHP) have successfully introduced the use of Link software which helps them improve the service they provide.

The system was introduced in July 2008 after an initial trial period limited to St Clare’s Day Centre.  WCHP staff had to adjust to a whole new system of recording, but they found they were able to familiarise themselves with the Link system quickly, and they have welcomed the numerous advantages it provides over the paper based recording system used previously.

The new system is used to record clients’ personal details and information about actions taken.  These actions include both the work that WCHP staff have done with the clients, and the actions taken by clients towards achieving their goals.

Quick and efficient recording of data means that additional detail can be included, while still saving time which can be devoted to working with the users of the service.

With more efficient accessing of information, staff can brief themselves on the work that colleagues have undertaken with a client, and on any issues that may have arisen in their absence.  All this means that a client can be provided with a more consistent service than was possible previously.

People who use the services of one of the WCHP projects usually go on to engage with other projects within the organisation.  Before the WCHP Link system was used, this meant that a paper file had to be passed on from one project to another.  Now, as soon as a client is referred to a second project, its staff are able to view the client’s records and inform themselves of his or her needs.  Less time has to be spent making phone calls from one project to another to access information, and service users are not required to repeat their information to multiple staff members.

Some clients were initially concerned as to whether the new system would make their data more vulnerable.  Staff have been able to explain to them that the web-based system is secure; staff have individual login IDs and passwords and nobody is able to access their information without these.  More and more agencies are storing their information in this way and the system is as secure as internet banking.  In many cases the Link system means that clients have a better knowledge of what is being written about them, as many entries can be made on Link with the client present.

An additional benefit of the system is that it allows managers to see at a glance the work of each of their team members and draw reports on all that has happened at the project within a particular time period. This assists in identifying trends and developing the service to continue meeting users’ needs.

The Link system is developing and changing as the organisation changes;  information can be recorded in different ways and reports accessed differently as new needs are identified.  Carole Lucey of Worthing Churches Homeless Projects says that they have already reached a point with the Link system where they can say: “We don’t know how we managed without it”.