Our Story2011-12

Our Mission Statement: ‘In Christ’s name we seek to retain and regain the highest quality of life which each individual is capable of experiencing at any given time’

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Contents

Introduction ...................................................................................................... 2

CrossReach Strategic Plan (2011-2013) .......................................................... 4

Performance ...................................................................................................... 6

Priorities ............................................................................................................ 12

Partnerships ...................................................................................................... 17

People ................................................................................................................ 21

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Last year we introduced you to our strategic goals and we continue to work towards these with enthusiasm. We again have a fascinating story to tell. Staff and volunteers live our story in partnership with service users and funders with demonstrable commitment. This year’s Annual Review measures our goals against our priorities, partnerships and performance but more importantly, people. Staff, service users, partners, volunteers and stakeholders tell their stories showing our impact across Scotland.

We are committed to putting people at the centre of what we do. Our mission has always been person centred and we are adapting to the Scottish Government’s personalisation agenda. Early Intervention is part of our history and this year sees the opening of our first Early Years Hub which brings together our diverse range of support services to one place with a particular focus on children under eight, their families and communities.

We are pleased to report an increase in Care Inspectorate Grades and service user satisfaction. It has been an exciting year with Rainbow House moving into its new home and Wellhall Care Home opening in collaboration with Cala Homes. We hope you are inspired by our story and if you are not already part of it, find out how you can volunteer, donate or work with us. Be part of the CrossReach Story.

Rev’d Syd Graham, Convener

Peter Bailey, Chief Executive Officer Rev’d Syd Graham (Left)Peter Bailey (Right)

Introduction

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People are at the centre of what we do. Read stories from our staff, volunteers and people we support throughout this review to show the real value we place onthem.

Our work with children focuses on the whole family. We support young people and their families in their own communities. Some are disadvantaged or excluded for various reasons but our work makes a positive difference by providing structure and routine in a safe, caring and therapeutic environment.

Our work with adults focuses on maximising their potential. This may be in the areas of mental health, learning disabilities, substance misuse, criminal justice or homelessness.

Our work with older people dispels the myth ‘if you need support or go into a care home it is the end of your life’. Our exciting services open new chapters where each individual’s rights, freedom of choice, dignity and independence are promoted, respected and maintained.

We have been around for over 140 years by adapting to current needs within society. We put people at the centre of our excellent services and this is reflected in our surveys and Care Inspectorate results. The combination of our ethos, vision for greater choice and control and quality of outcomes shows the real value we place on people. People like you.

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CrossReach Strategic Plan (2011-2013)

Five strategic goals

1. To deliver needs led services to improve emotional and physical health and well being for people in Scotland.

2. To be known for innovation and as a Social Care organisation of choice.

3. To promote the diversity of our organisation and range of client services as our strength.

4. To achieve excellence.

5. To be sustainable.

This review considers the strategic plan against three main headings:

•Performance•Priorities•Partnerships

and at the centre is our...

•People

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Performance

This section outlines how we have performed over the past year on key issues under each of our strategic goals.

• Residential Care• Residential Schools • Day Care• Outreach• Supported Living• Counselling and Support• Early Intervention

Performance: Our 2011 story in numbers

services inspected achieved a grade of Good or above for Quality of Care and Support

Early Years Hub opened

were ‘Happy’ with the service (2011 service user survey)6

Services have Customer Service Excellence Award

Services achieved Good or above from Care Inspectorate in Quality of Management and Leadership

said our Staff are polite and friendly (2011 service user survey)

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“I’ve come here for about 3 years and it’s one of the best things I’ve done in my life. It’s been good for me and I’m sure it’s been good for other people. I used to knit and things but I do far much more here which makes you do more at home because you feel like doing it.

I look forward to coming and I’m excited and have everything ready for the next again day. We make cards and even though I’m not very good with ideas, I’m given help which I enjoy. I made a card for my great grandson’s birthday and he loved it! We’re not here and left alone – there is always somebody here encouraging us to do things. I wasn’t going out for quite a while before I came here, so it really has given me a new lease of life.”

Ann, Oasis Bankfoot

Ann. Oasis Bankfoot

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CrossReach Incoming Resources 2011

CofS Mission and Renewal Fund 1.28%

Other Income less than 1%

Fundraising 1%

Legacies 2%

Investment Income less than 1%

Grants 9%

Local Authorities 66%

Money CrossReach Spent in 2011

Self Funders 20%

Premises 12%

Staff 76%

Supplies & Services 11%

Transport 1%

Operating with a budget of £49m

“I had been living rough around Inverness. After a brief, but ‘illuminating’ stay in B&B accommodation, I was referred to Cale House. Turning up at their front door with what was left of my life in a carrier bag, I was immediately welcomed and impressed by the open minded, no fuss and nonsense approach by the team, underpinned with genuine warmth, concern and understanding of my situation.

My flat was warm and clean, with all the facilities to promote my independence. With this stable, safe and secure environment, my key worker and I began to address the issues I had been avoiding and quickly established a rapport. My routine was structured and I was encouraged to attend activities and meetings which helped bolster my self-esteem and confidence as I re-engaged with society.

Without the support of Cale House I would not now be waiting to hear of my own tenancy; neither would I be exploring and improving my employability skills, experience and training. I’m no longer sticking my head in the sand. I’m embracing the life challenges and opportunities that are coming my way and fully appreciate the blessing of Cale House’s investment in my life.”

Donny, Cale House

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“I was coaxed from my shell

and now regard Cale House as

a launch pad to possibilities

that are not only realistic but

fully within MY control and

abilities.” Donny

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All Care Inspection Themes have seen an increase in Grades awarded in 2011.

98

96

94

92

90

88

86

84

82

80

78Quality of Care

and SupportQuality of

EnvironmentQuality of Staffing

Quality of Management

and Leadership

Perc

ent %

2010 2011

The Care Inspectorate (SCSWIS)

Postnatal Depression is a serious condition affecting 1 in 6 mothers and 1 in 10 fathers. It has long term consequences for the whole family but with the right support, can be successfully treated. Our services are amongst a handful of independent providers in the UK who offer skilled crèche facilities. The primary aim is to provide support for whole families where a mother or father is suffering from Postnatal Depression, through the provision of a range of therapies (eg individual counselling, art therapy, baby massage and group therapy).

“If I hadn’t come here for counselling I probably wouldn’t be here to be a mum to my daughter and I certainly wouldn’t have my marriage and family intact. Counselling was a lifesaver for me which is why I feel passionate about it now. I’m doing my counsellor training because I believe it changed my life in a positive way that nothing else ever has.”

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If I hadn’t come here for

counselling I probably wouldn’t be here to be

a

mum to my daughter...

Former service user

Priorities

This section gives an overview of our 2011 priorities and looks to future priorities.

• Personalisation

• HubDevelopment

• Recovery

The Scottish Government Dementia Strategy predicts a huge increase in the number of people with dementia in Scotland over the next two decades and CrossReach have a history of innovation in dementia care. In 1983, Williamwood House was opened as the first residential service offering a homely environment exclusively for people with dementia. Heart for Art continues this trend, focusing on citizenship and promoting the abilities and potential of people with dementia.

Heart for Art is designed to promote creativity, self worth and achievement through early intervention. From the early stages, the benefits of the project in promoting active life long learning, acting with purpose and concentration on creative tasks, have been visible. The project offers the opportunity for people with dementia and their carers, to build supportive relationships and access support and advice.

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“I come to Threshold every Wednesday from 9.30 till 4.30. I work with Craig who is the Marketing and I.T. Officer. We look at advertising, fixing computers and technical stuff and also trying to find new ideas to help promote Threshold. I would like to be involved in something down the media production line because I feel I’m building up quite a lot of good knowledge. Coming to Threshold has helped me get more confident and more able to do things on my own. If I wasn’t here, I would find I would struggle to keep myself busy and to pass the time. Threshold has been really good for me. I have been supported here for about 2 years now and I really enjoy coming. It’s a good team and good group of workers and they are very supportive as well.”

Jordan, Threshold West of Scotland13

Personalisation

The Personalisation agenda presents major opportunities and challenges. The principles of personalisation recognise that people still do not have the opportunity to fully direct how resources contributing to their care and support are spent. People should feel more empowered with more choice and control over their care. The Scottish Government’s Self Directed Support Bill is intended to pass into legislation in 2012, heralding even wider and open implementation. The terms:• ‘SelfDirectedSupport’• ‘Individualised/PersonalBudgets’• ‘DirectPayment’all form part of the Personalisation agenda.

Jordan

Hubs

With services ranging from Children and Families to care of Older People we are continually seeking opportunities to integrate services with a common theme or need. A pioneering new parenting scheme has been launched following funding awarded by Inspiring Scotland Early Years Early Action Fund.

Based in the Govanhill area of Glasgow the Daisy Chain Early Years Project focuses on improving the health, early literacy and language skills of vulnerable children. Aimed at families in the area including those affected by poverty or drug abuse, the project is designed to help those finding it difficult to access other means of support. Staff from Children and Families, Postnatal Depression, Substance Misuse and Prison Visitor Centre, work together to deliver this service and our aim is to find opportunities of replicating this initiative in other areas.

Many people present with multiple issues and CrossReach is in an ideal position to bring services together to meet the whole person’s needs. We are pursuing this in all service areas and believe there are significant opportunities to develop Hubs from many of our homes for older people.

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“The children are very happy and there is a lot of support here. Daisy Chain Early Years Project only opened its doors in December 2011. In this short time, we have had the great pleasure of getting to know more and more children and their families as they attend our ‘Come and Play’ sessions. There may be various issues surrounding the children which affect their ability to thrive. When they come to the Daisy Chain they find a place of safety where they can play, express themselves and have great fun enjoying quality time with their parent or carer (eg grandparent or other family member). At the same time parents are offered support in whatever area they feel they need, from Mellow Parenting groups to welfare advice. With a real supportive community atmosphere growing, the difference in many of the children is clear to see. There are examples of strengthening relationships between children and their parents.”

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Recovery

Recovery means different things to different people. No two journeys are the same. This for some will mean continuing to live with ongoing symptoms or need ongoing support.

“I can get on with things now. I enjoy playing my guitar, drawing and making models.

I was working on the building sites when I was quite young and it just came on. The pressure of being on the building sites and working as a decorator pushed me too far. I’ve been here for 5 years now and that’s it - I’m settled. I like the company here – the people are friendly – elsewhere they were bullying me. Sometimes people don’t like to have a mental illness but it happens and it can happen to anybody at any time. If it happens, it happens. What can you do about it? My dad comes through to see me now and again - he always keeps in touch. Support here keeps you going like your enthusiasm and your motivation to carry on and want to do things. Aye, I’m positive here. I’ve got a better life now since I came to Gaberston”

Thomas. Gaberston House

Support here keeps

you going like your

enthusiasm and your

motivation to carry on

and want to do things

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Thomas

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Partnerships

This section tells the story of how we work in partnership to develop and deliver on key issues under each of our strategic goals.

Professional Partnerships

Partnership is key to the development of CrossReach. We are an innovative organisation that thinks creatively about solving problems within communities. For example, as part of our goal to be sustainable and invest in the future, the ribbon of the £3.2 million Well Hall care home was cut by Irene Oldfather at an official opening ceremony. Achieved as a result of a partnership with Cala Homes the state-of-the-art 36 place home, which is running at full capacity with a waiting list, provides care for older people with dementia, older people with mental health problems and frail older people.

• Professional

• Community

Well Hall

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“I was a wreck, and when I look back I was actually a wreck from age 16. I tried to get into Rainbow when I was 25 but on assessment they said I wasn’t ready. I think I was just trying to please my mother and family. I continued taking drugs and when a drug deal went wrong, I had what I would call a God instance. I was lying with my face cut open, my head burst open and my mum in tears.I knew then that I’d had enough. I came back to Rainbow and the magic started. I detoxed and got clean with group therapy, counselling and a key worker. Rainbow is difficult to describe, it’s like coming from the darkness to the light. I enjoy getting up in the morning and what life’s got to offer. I’m just grateful to be alive! It’s just good to have my family in my life and to be here for my wee mother.Today I’m a son, I’m a brother, I’m an uncle – that wasn’t possible before.”

Patrick, Rainbow House

Opening of the new Rainbow House, in partnership with Thenue Housing

Rainbow is difficult

to describe, it’s like

coming from the

darkness to the light

Patrick, Rainbow House

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Community Partnerships

Geilsland Residential School offers pupils the opportunity to take part in outdoor activities. Young people gain practical skills in relation to conservation, horticulture, path laying and using tools safely. They are able to engage better with other young people who were on site, each other and supervising adults. Staff are able to apply creative ways of managing challenging behaviour using an outdoor setting.

The school has increased its profile in the local community and pupils are now perceived as making a positive contribution to sustaining and improving the local environment for the benefit of others. James Watt College are the main providers for our Further Education courses, North Ayrshire Council who have awarded £10k to further develop GREEG (Greener Geilsland), Youth Enterprise Scotland deliver entrepreneurship and business courses and Friends of Speirs worked with us to develop a Coronation garden.

Partnerships for Outcomes

Having noted one of the key messages from the report, ‘Getting it Right in Residential Child Care’ by Audit Scotland that: ‘Not all children get the best quality of care and support and for many their long term outcomes are poor’, CrossReach commissioned a longitudinal study of the effects for pupils at Ballikinrain and Geilsland of their residential school experience. This innovative research is being carried out by Strathclyde University.

The report will cover a number of core factors in assessing the impact of the services provided:• EducationalAttainment• FamilyRelationships• SelfEsteem• Abilitytotakepartinactivities• Resilience• SocialSkills

Parent Partners

“My daughter Leanne first came to The Mallard when she was 8. I always thought, ‘I can’t put my daughter somewhere, what if something happened and she didn’t like it?’ When we walked around, she loved it. When she was going to a main stream primary school she was being bullied whereas here she just feels a sense of relief being around children with other disabilities, she feels safe, happy and she likes to interact with everyone.

Leanne is now 14 and loves arts and crafts, she’ll bake – and she actually enjoys washing the dishes here, which she doesn’t like to do when she’s at home!They have wee girlie nights, and go to Tesco for sweeties. They go to Blair Drummond Safari Park and have barbeques in the summer which is quite nice. We all get involved with the children so it’s quite family orientated. She knows friends in here won’t judge her.When Leanne comes to The Mallard, I know she is safe and happy. I can take time just to recharge my batteries and just to be me again!“

Parent of The Mallard service user

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The CrossReach story is all about people. Our valued and skilled staff are our greatest resource. You feel safe with this service?

People People Charter

We have always been very clear in advising the people we support of the expectations that they can have of CrossReach. To compliment this, we circulated a People Charter to all existing staff and to new staff outlining the expectations that staff can have of CrossReach as an employer. A staff survey was undertaken alongside this Charter and one of the targets for the coming year will be to analyse the survey and establish an improvement plan to ensure that we put in place initiatives to meet the commitments given to staff through the Charter.

• Staff

• Volunteers

“I left school when I was 16 to work in a private care home. Soon after this I heard about Cameron House and having experienced dementia in my own family felt drawn to work there. I planned to move on after a year or two to study nursing. However after two years passed, I didn’t want to leave CrossReach and ‘my’ team so I stayed!

The mission statement makes me proud to be part of the big CrossReach family. From being the youngest person to have joined the Cameron House team I’ve had the opportunity to grow and develop personally and professionally. Together with another colleague, I set up and run the Relatives’ Support Group. The group share stories and have the opportunity to listen to each other and special talks. Some of the members continue to come even though their relatives are no longer with us! I was humbled to be chosen as a finalist as ‘Carer of the Year’ in the Scottish Care Awards and it was an honour to represent CrossReach.”

Kirsteen Tillman, Cameron House

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13 years on, I’m no longer

the youngest in the team

and hope I can share what I

have learned and continue to

learn with any new staff!

Kirsteen

Kirsteen

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People Development

A highlight of the CrossReach year is the Annual Awards Ceremony. This recognises and celebrates the success of staff who have gained qualifications over the past year.

We provide a blended learning approach through our induction, including role modelling from designated mentors, experiential on the job learning, reference guides and workbooks. There are additional mandatory teaching programmes and the whole program culminates in staff moving from this process with a completed SVQ induction, meeting the registration requirements of SSSC. The Personal Professional Development (PPD) Mentoring program is becoming the platform for the first steps of succession planning and career development for CrossReach staff.

As well as recognising the qualifications achieved, internal awards were also made to staff. The Perth Prison Visitors Centre was awarded the Ian Manson Award for Excellence and Linda Kelly from Adams House, was awarded the Ian Manson Award for Adult Learner of the Year.

In addition there were 18 staff who were recognised for having 20 years service with CrossReach and one member of staff had 30 years service recognised.

of full time equivalent staff are qualified for registration.

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VolunteeringPeople

There are many opportunities for volunteering whether a few hours or over a period of time. We are partners to the ‘Give Your Extra Day’ initiative www.extraday2012.org or contact CrossReach directly.

I pick the child up from their school or home, wait until they finish their session and take them back.

When Sunflower Garden said they were branching into a new venture of befriending children, I was the first in line. The children who join this programme have gone through the Sunflower Garden experience and are beginning to build up their confidence. Befriending is all about the child and the activities they want to take part in. It could be going to the cinema or watching the planes at the airport. I always ask them “what do YOU want to do?” Becoming a befriender is like being a mentor, a big brother or in my case, a granddad and I enjoy watching the children’s confidence develop and grow.

For me, retirement has been splendid – particularly because I became a volunteer with Sunflower Garden.

Joe Curran

“I retired about 3 years ago and wanted to volunteer. Sunflower Garden provided an ideal and fulfilling opportunity!’

Joe Curran

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Together We Care

In 2011, following consultation with Managers, Employees and Service Users from across all Service Areas, we reviewed both the Service User Survey questions and the scoring framework. This change was made in order to better align the questions to meet the requirements of external assessors, mainly the Care Inspectorate and Customer Service Excellence.

The survey asked Service Users to strongly agree, agree, disagree or strongly disagree to each question. Service Users were asked 11 questions on a range of topics relating to their care/support.

responded ‘strongly agree’ to this question

responded ‘agree’ to this question

Do you feel safe with this service?

The Care Inspectorate (SCSWIS)

of services achieved a grade of Good or above for Quality of Staffing

achieving Very Good or Excellent

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Anniversaries

The following services have reached significant anniversaries over the past year:• Budhmor, Skye - 40th• Achvarasdal, Reay - 60th• Belmont Castle, Meigle - 80th • Bellfeld, Banchory - 40th• Include Me In - 10th

Awards

• Gaberston House in Alloa won ‘Specialist Care Home of the Year’ at the Scottish Care awards

• Our ABBA project in East Lothian was chosen as one of 10 throughout Europe as an example of best practice celebrating the European Year of Volunteering

• Kirsteen Tillman from Cameron House, Inverness was a Finalist in the ‘Carer of the Year’ category at Scottish Care Awards

• Peter Bailey our Chief Executive was a finalist in the Scottish Institute of Directors Voluntary Sector Director of the Year Awards

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Thank You!

We thank the companies and trusts listed below and the churches and church groups who have given of their finances, time and energy to support us in many different ways. We thank those who have chosen to support us through legacy giving and we thank the many others who have supported CrossReach through giving donations directly, large and small, and through attending special fundraising events.

Your kindness and ongoing support really do make a huge difference!

• Cashback for Communities Creative Identities Dance Fund• Entrust• Home Mortification• Inspiring Scotland• J and J R Wilson Trust• Landfill Communities Fund• Nairn and Northern Counties Convalescent Home• Noble Resolve Gospel and Temperance Mission Auxiliary• Pupils at Mackie Academy• The Church of Scotland Guild• The Gannochy Trust

• The Guy-Lockhart Charitable Trust• The Hinshelwood Gibson Trust• The Inverness Courier• The Nicol Trust• The Robertson Trust• The Templeton Goodwill Trust• The Wood Family Trust• Thomas Robertson’s Charitable Trust• Whitehouse and Grange Bowling Club Ladies Section• William Burt Trust• and everyone supporting the Back Budhmor Campaign

Older People•Achvarasdal (Thurso)•Auchinlee (Campbeltown)•Balmedie House (Balmedie)•Bellfield (Banchory)•Belmont Castle (Meigle)•Budhmor House (Portree)•Clashfarquhar (Stonehaven)•Eastwoodhill (Glasgow)• Glasgow Housing & Support Services •Invereck (Dunoon)• Kinloch Day Care & Support Services

(Auchtermuchty)•Morlich House (Edinburgh)•Oversteps (Dornoch)•Queens Bay Lodge (Edinburgh)•Rubislaw Park Care Home (Aberdeen)•South Beach House (Ardrossan)• The Oasis Bankfoot Day Care Service • The Oasis Garelochhead Day Care Service• The Oasis The Tryst Day Service (Pitlochry)• Walter & Joan Gray Care Home (Scalloway)•Well Hall (Hamilton)•Whinnieknowe (Nairn)

Adult Services:

Counselling & Support• CrossReach Counselling: Lothian •CrossReach Counselling: Moray• Postnatal Depression Services: Glasgow • Postnatal Depression Services: Lothian •Tom Allan Centre (Glasgow)

Criminal Justice•Dick Stewart Service (Glasgow)• Perth Prison Visitor Support and Advice

Centre (Perth) Homeless People•Cale House (Inverness)•Cunningham House (Edinburgh)•Kirkhaven Project (Glasgow)

Learning Disabilities•Eskmills (Edinburgh)•The Bungalow (Stonehaven)•Threshold Edinburgh•Threshold Glasgow•Threshold West of Scotland (Hamilton)

Mental Health•Allarton (Glasgow)•Gaberston House (Alloa)•Lewis Street (Stornoway)•Morven Day Services (Kilmarnock)

Substance Misuse•Axis Forward Project (Dundee)•Beechwood House (Inverness)•Bridge Project Uists (Eochar)•Clova Support Services (Arbroath)•Lifestyle Centre (Stornoway)•Rainbow House (Glasgow)•Rankeillor Initiative (Edinburgh)•Simpson House (Edinburgh)•Sunflower Garden Project (Edinburgh)•Whiteinch Project (Glasgow)

Children and Families Services:•Ballikinrain School (Balfron)•Geilsland School (Beith)•The Early Years Hub (Glasgow)•The Mallard (Glasgow)

Services to Older People:

Dementia•Adams House (Elderslie)•Cameron House (Inverness)•Cumnor Hall (Ayr)•St Margarets House (Polmont)•The Elms Care Home (Edinburgh)•Williamwood House (Glasgow)

Our Services

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“My son wouldn’t be who he is today without

Sunflower Garden. I can’t rate this place highly

enough. I’ve got a son who is stronger, happier

and more confident” - Mother of boy who attends Sunflower Garden

For further details and addresses of all our services visit our website at

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OUR DIVERSITY IS OUR STRENGTH.

CrossReach Head OfficeCharis House47 Milton Road EastEdinburgh, EH15 2SRTel: 0131 657 2000Email: bdd@crossreach.org.uk

COS163 5/12

Scottish National Charity Number: SC011353

www.churchofscotland.org.uk

www.crossreach.org.ukSocial Care CouncilOperating as CrossReach Scottish Charity Number: SC011353