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Sources of support from the Quality & Transformation Team Spring/Summer 2021The Quality & Transformation Team is committed to help local partners deliver great, sustainable services which meet the needs of older people in their local communities.Whilst we are unable to provide direct financial support, we have developed a range of resources aimed at supporting you with some of the challenges you may face whilst running your organisation.There can be no doubt that the COVID-19 pandemic has added extra stress to an operational environment that was already extremely challenging. However, we have also seen signs that it has brought opportunities for local Age UKs to deliver support in new ways and take different approaches to service delivery and funding.With this in mind, we have developed several strands of support which are available to local partners. Some of these resources can be directly accessed by simply clicking on the links provided in the summary below. Others will be assessed by the team on a case-by-case basis so we can manage the levels of demand but also make sure we can find the best resources to suit your requirements. So, if the topics below don’t cover your specific needs, please contact your Regional Link (details at the end of this document) who will explore what help might be available for you.Sources of support:Service provision during the Covid-19 pandemicRunning face-to-face servicesDelivering Information & Advice servicesStrengthening your financial positionReviewing your current financial situationPotential funding opportunitiesMoney-saving opportunities and stock donationsVAT issues for charities Maintaining organisational resilienceService specifications for paid-for servicesService design and developmentOperating modelsBack-office systems & processesFull cost recovery toolkitManaging changeManaging riskCollaborations and mergersSupporting your staff & trusteesStaff trainingHR mattersEmotional resilienceRegional LinksService provision during the Covid-19 pandemicWe have developed a range of resources to help you deliver services during this particularly challenging time:Running face-to-face services HYPERLINK "" will find a range of documents here which include guidance on what you’ll need if you’re delivering services in a venue or a client’s home, template statements to help reassure clients, risk-assessment templates for transport, home visits and venue-based activities and guidance on infection control including PPE.Delivering Information & Advice services Please visit the I&A Hub or the I&A pages of the loop () and in particular the Covid I&A Resources section ()Here you will find guidance on how I&A services could be delivered differently at this time. It is regularly updated so please keep checking back.We have also made all our I&A training available online, via The Loop: to our monthly I&A newsletter to be kept up to date on I&A developments - your financial positionWe understand that keeping your organisation financially stable is a particular worry at this time and that these challenges will continue as lockdown eases. Whilst there are no simple or easy solutions, we endeavour to highlight opportunities which might be of some help to your organisation as well as a range of information and support available across Age UK:Reviewing your current financial situationMany of you are already completing the quarterly “Partner Insight” survey which we ask all partners to complete. This information is invaluable to us and we really appreciate the time and effort it takes to complete as, ultimately, it puts us in a stronger position to help you. In addition, as you plan ahead for the easing of lockdown restrictions and the anticipated re-opening of the economy, we would urge you to continue to share your current cashflow forecasts with us, via HYPERLINK "mailto:COVID-19EnquiryLine@.uk" COVID-19EnquiryLine@.uk as soon as they have been agreed.Our Financial Resilience Team analyses the information provided by local partners to detect any warning signs that an organisation is struggling to remain financially buoyant and will reach out to them to offer support. This can include a desk-top review of cashflow/budget forecasts and management accounts but may also extend to conversations with CEOs and/or Trustees where necessary, all in complete confidence.You may also wish to get further ahead of the curve and proactively seek a review of your finances to help you identify potential difficulties and take mitigating actions. To do this, please get in touch with the Financial Resilience Team via COVID-19EnquiryLine@.uk.Potential funding opportunities Our Fundraising Team provide regular updates on funding opportunities for local Age UKs via the Age UK Covid-19 Hub: These include national funding schemes which local Age UKs are eligible to apply for as individual organisations. They will also pass on any regional funding opportunities they are alerted to. This information will be updated on a regular basis so subscribe for updates or keep checking back.Money-saving opportunities and stock donationsAge UK often gets approached by national companies with offers of discounted (or free!) products, services, or events which local Age UKs could benefit from. Whilst not an endorsement, we pass on information about available discounts and stock donations via the Age UK Covid-19 Hub: Subscribe for updates to get the latest information.VAT issues for charities Support is available to help ensure that your VAT arrangements are relevant, appropriate, and compliant with HMRC requirements. Crowe UK LLP offer a free 15-minute consultation, available to all partners in England and Wales (Cymru). Support can be accessed via their helpline and on email, as and when needed, between 9.30am and 5pm, Monday to Friday (excluding bank holidays).Email: ageukVAT@crowe.co.uk or Helpline: 0207 842 7499If the team is busy, the call will go to a dedicated voicemail. They will endeavour to respond within one working day. The same applies to any enquiries sent in by email.Please note: Crowe will discuss VAT specific matters only for a period of up to 15 minutes with no charge. They will then draft an email confirming their advice and where appropriate include a reference to HMRC guidance and public notices.For queries which are likely to exceed 15 minutes, or where additional work is necessary to bring the query to a resolution, Crowe will discuss with the local partner and where appropriate, give an indication of fees to continue with the query. Where such additional and in-depth bespoke support is required, any agreed fees are payable directly by the local partner to Crowe. To be clear, local Age UKs are under no obligation to use the professional services of Crowe UK LLP.Maintaining organisational resilienceService specifications for paid-for servicesAge UK has worked with several local partners to co-produce service specifications for Footcare, Community Hubs (an alternative to the traditional Day Services model) and Home Support Services. The specifications are designed to provide helpful guidance for those local Age UKs who feel it is something they want to explore the recovery and remodelling of their existing services or add to/expand their existing range of services. For more information, visit: : Additional service specifications are currently being piloted for:Lasting Power of Attorney: For more information contact your regional link or Sarah Jewell sarah.jewell@.uk Digital Inclusion: For more information contact your regional link or Sarah Parkes Sarah.Parkes@.uk Service design and developmentAge UK can provide you with support to review and design service models. This could be made up of any (or all) of these activities:Service reviews, producing key outputs such as service process maps, user journeys, process cost mapping, and identifying potential duplication/efficiency gainsMarket analysis and assessment of local needsLogic model/theory of change developmentData collection and KPI mappingDesigning service pathways for new service modelsFinancial modelling, including unit cost and return on investmentData analysis of service informationFor more details, please email service.design@.uk ?Operating modelsZurich Insurance have developed a bespoke webinar to help local Age UKs – rethink and reshape their operating models – helping them adapt during the pandemic and be sustainable in the post pandemic world. Their ‘Introduction to Operating Models’ webinar de-mystifies what an operating model is, what it consists of and how local Age UKs can use the practical tools and templates provided to assess and adapt their own.A recording of the webinar can be accessed here: (Simply enter your email address where it says “Event Registration”)The slides can be accessed on the Age UK Covid-19 Hub: (you will need to scroll down the page)Back-office systems & processesThe Network Infrastructure Programme works with partners to support them to identify and implement infrastructure to enable the delivery of services for older people.The programme delivers a number of key projects:Case, Contact & RosteringSalesforceCharitylogAccounting SystemsTechnology & Core InfrastructureBrand Partner PortalFurther details can be found here: you are looking for support with your infrastructure, please contact: NetworkInfrastructure@.ukFull cost recovery toolkitWhen costing and pricing services (either paid-for or contracted), it is vital that the costs of producing, maintaining and marketing that service are fully understood and can be factored into your pricing structure or bids for contracts. We have developed a tool which will help you determine if your costs are being fully covered or whether you are inadvertently subsidising the service and putting your financial stability at risk. The toolkit can be accessed via the “Finance and Treasurers” section of The Loop: an organisation through changeThe Cranfield Trust have a free mentoring programme for charities which could be beneficial if your organisation is planning major changes, such as are likely to be required in rethinking and rebuilding your organisation after the disruption of Covid-19. The programme matches successful applicants with one of their skilled volunteer mentors, who, during the course of several 60-90-minute sessions, over a period of months, will work with leaders to achieve their objectives. More information and details on how to apply for the programme can be here: also offer access to a series of free webinars including ‘Resilience reimagined – the new normal for organisations’ which may be of particular interest.To access, see the link below:(Simply enter your email address where it says “Event Registration”)Managing riskZurich Insurance have developed a webinar to help local Age UKs think about identifying and managing risk. In the ‘Organisational Resilience’ webinar they explore strategic good practice in risk management. A recording of the webinar can be accessed here: (Simply enter your email address where it says “Event Registration”)The slides are available via this link:(you will need to scroll down the page)Collaborations and mergersIf you are considering collaborations or mergers with other local Age UKs, we have produced a support pack including templates and toolkits which you may find helpful. It can be accessed via The Loop : addition, Crowe has produced a webinar about strategic alliances, collaborations, and mergers. It is accessible on demand via this link (registration required)Supporting your staff & trusteesStaff training – free access to e-LearningE-Learning for Healthcare (e-LfH) is a Health Education England (HEE) Programme that offers access e-learning programmes that covers health and social care but also subjects such as data security and GDPR compliance. Age UKs can access this resource as an organisation and register paid staff and volunteers as learners to access a variety of these free programmes that can help in the provision of services. For more information visit the e-LfH website.For information on how to register your organisation, contact Sarah Jewell sarah.jewell@.ukGrey Matter Learning - free online learning and development for Brand PartnersGrey Matter Learning (GML), a Skills for Care Centre of Excellence supports Age UK with Online Learning and all Brand Partners can now access all eLearning and assessments in “Click”, GML’s online learning system. Click has over 50 high quality courses including the Care Certificate, various mandatory subject courses and even Coronavirus (COVID-19) Essentials. Over 100 languages are built into the system for any staff whose first language is not English, improving their chances of success.There is also a really useful Training Matrix too!Visit Age UK’s page on Grey Matter Learning’s website here and you can then register directly with your local Age UK email address.HR mattersAll local partners can access the HR Express service operated by Stephens Scown Solicitors. They offer employment law and HR support between 9am and 5pm, Monday to Friday. Either Email: HRE@stephens-scown.co.uk or call the Helpline: 0330 945314.Their Level 1 support is available free of charge and includes a telephone and email helpline; provision of template contracts and staff handbook; templates for letters and documents around their helpline advice; bi-monthly newsletter; and invitations to webinars and updates.If you require support from Stephens Scown beyond their Level 1 package, this can be discussed and arranged with them directly with additional fees being negotiated on a case-by-case basis. They are also able to set up insurance if you wish to have the security of protection against potential claims. This is arranged via and premiums payable to a broker.Support for trusteesTrustees can seek support from the Association of Chairs. The ?50 annual membership gives access to a host of e-surgeries, peer support and webinars. More information and detail on how to join is available here: .ukThe Charity Commission has also launched a campaign aimed at helping trustees refresh their knowledge of charity governance and be “certain in uncertain times”. It has launched a series of short, animated videos to accompany its recently published series of 5-minute guides for trustees – covering what they call the ‘core syllabus’ of charity management, spanning the basics that they expect all trustees to understand.These are on the topics of:??Charity purposes and rules??Making decisions at a charity??Managing charity finances??Managing conflicts of interest in a charity??What to send to the Charity Commission and how to get helpTo access all the guides, please visit suggest these would make good core content for any trustee induction pack.Emotional resilienceHelping staff to support older people:Psychological First Aid (PFA) digital training: Public Health England has developed a Psychological First Aid (PFA) digital training module, aimed at all frontline and essential workers and volunteers.The course aims to increase awareness and confidence to provide psychosocial support to people affected by COVID-19. PFA is a globally recognised training in emergency situations and this course has been developed as part of Public Health England’s national incident response, and in partnership with NHS England, Health Education England, FutureLearn and E-Learning for Health.The course is free, and no previous qualifications are required. It takes around 90 minutes to complete and is also available in three sessions for the learner to complete at their own pace. By the end of the course, outcomes will include: - understanding how emergencies like the COVID-19 pandemic can affect us, recognising people who may be at increased risk of distress and understanding how to offer practical and emotional support. Visit: to find out more and sign up.Helping staff to look after themselves:‘Resilience – Top Tips’ webinar delivered by Keith Goddard, Occupational Psychologist. A one hour “Resilience and Wellbeing Team Talk”. Keith Goddard, Registered Occupational and a Registered Sports & Exercise Psychologist, shares his expertise and experience in the field of resilience and wellbeing, focusing on some of the tools and ‘top tips’ individuals & teams can use during challenging times. Keith is a firm believer that by focusing on and getting our own well-being right first puts us in a greater position to support our colleagues and teams. These past few months have seen new challenges and experiences for us all, with many of us now juggling so many different responsibilities. Many people believe they should just be able to get on and do it, some can… but, for the vast majority of us, we can benefit from some top tips to help guide us along the way.Grey Matter Stress Awareness course: as part of its free COVID-19 support package for the social care sector, Grey Matter has re-focussed its Stress Awareness course and made it available for free on its website: course covers the essentials and includes practical strategies to help staff recognise and manage stress; build resilience; and cope with stress.Kings Fund ‘Quick Reads’: the Kings Fund has produced a 4 minute ‘quick read guide’ to help people manage anxiety about the different forms of loss they’re experiencing at this time – loss of a sense of safety / peace of mind; loss of people close to them; loss of routine; loss of contact. It includes four strategies for surviving and managing anxiety about loss.Our Frontline: provided by Mental Health at Work, ‘Our Frontline’ offers round-the-clock one-to-one support, by call or text, from trained volunteers, plus resources, tips and ideas to help people look after their mental health. Text FRONTLINE to 85258 for a text conversation or call 116 123 for a phone conversation – all in confidence, with a trained volunteer, at any time. For more information click here. Help for CEOs and leaders:Mental Health at Work resources: to help you support your staff, you can find links to a range of resources on the Mental Health at Work website: Bank Leadership Support: for your own support, you may want to explore the opportunities available through the Lloyds Bank Enhance Programme.This programme offers a range of development support to charities on topics such as leadership, finance, communications, remote working. Support is arranged on a case by case basis and their Foundation Managers will work with you to explore your needs and what support they can provide through their network of Enhance partners. They can also connect you up with ‘peer to peer’ support; Resiliency Coaching; consultancy / coaching on how to adapt your delivery model; free ACEVO membership for a year; and mentoring support.Cranfield Trust: offer a range of support to Chief Officers including:Mentoring.1:1 telephone support from experts on topics including finance, communication and business contingency planning.A sounding board for Chief Executives and managers – discussing a range of issues.Call Cranfield Trust on 01794 830338 or e-mail talktous@ with ‘On Call’ and the organisation name in the subject line. They will then make contact to schedule a call with the most suitable Project Manager or an appropriate volunteer consultant. Alternatively, you can request a call via their website; Your Team Through a Pandemic – webinar: hosted by Jan Golding, CEO & Lead Consultant of Roots HR CIC, this webinar will support you as you navigate your teams through the uncertainty of a pandemic. The webinar covers furlough leave, redundancy and how you can support staff who are self-isolating, sick, home-schooling or who are affected by lay off and short-term working. Institute for Voluntary Action Research (IVAR) is offering online peer support sessions for leaders of voluntary, community and social enterprise organisations - 90-minute sessions, for up to 10 leaders at a time. This is a space to share experiences, dilemmas and worries precipitated by the Covid-19 outbreak. Each session will be led by an experienced facilitator, supported by a researcher to capture and record key data. To find more information and register, visit: LinksWho to contact for questions or support:RegionNameContactEast MidlandsKirsty Gaskell-Sinclairkirsty.gaskell-sinclair@.ukEasternDavid Chenerydavid.chenery@.ukLondonAlex Nobesalexander.nobes@.ukNorth EastSara Brownsara.brown@.ukNorth WestHeather Stephensonheather.stephenson@.ukSouth EastStuart Princestuart.prince@.ukSouth WestSara Brownsara.brown@.ukWest MidlandsKirsty Gaskell-Sinclair HYPERLINK "mailto:kirsty.gaskell-sinclair@.uk" kirsty.gaskell-sinclair@.ukYorkshire & HumberJohn Foxjohn.fox@.ukFor local Age Cymru partners: please contact Victoria Lloyd, CEO of Age Cymru - Victoria.lloyd@.ukFor our national partners:please contact Kirsty Gaskell-Sinclair, National Manager Age UK - kirsty.gaskell-sinclair@.ukFor help with media enquiries:Please contact the Age UK Media Team at media@.ukOr if you are unsure who to contact, please email COVID-19EnquiryLine@.ukPlease also use the above email address if you have any comments or questions about this guide.Published 15/04/21 ................
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