Systemic Issues

Progress

In August 2022 the Collaborative adopted a preferred model for addressing systemic issues on an ongoing basis within the Collaborative. The model is an adaptation Citizens Advice Bureau social policy model above.

A separate panel will be established under the Collaborative to accept and review referrals. The panel will make representations to the Co-Chairs of the Collaborative Group then the Co-Chairs take a recommendation to the Collaborative Group for endorsement.

An implementation group starts in February 2024 to further work up the mechanism within the general guidelines below.

Mechanism

1. Stakeholder raises a multi-agency systemic issue.
2. Gather evidence.
3. Review evidence.
4. Identify issues for action against criteria (to be developed).
5. Clarify escalation pathways.
6. Design proposal for action to address the issue.
7. Recommend action to address the issue to the relevant body.
8. Relevant body considers the recommended action and changes are made as appropriate.
9. Review action on recommendations.
10. Keep community informed of action and change.

In Scope (for the whole mechanism)

1. a mechanism within existing resources including any required secretariat.
2. multiagency system issues that are costly and recurring.
3. single agency issues that cannot be addressed through existing meetings and internal processes, where an advocate cannot raise directly or when the agency is not able to resolve it alone.
4. a process to gather evidence to demonstrate the impact and develop a case for change.
5. a process to investigate why it is or could cause people hardship or difficulties.
6. a process to plan and recommend solutions. 

Out of scope (for the whole mechanism)

• a mechanism that requires new funding.
• a mechanism that is designed to be responsible for implementing solutions.
• issues facing one tenant only that can be addressed through standard processes.
• staff or general complaints, which will be dealt with through existing internal mechanisms.

Next steps

1. The mechanism will only begin after implementation of the existing Action Plan is secure (for example implementation is well underway), pending discussion and agreement of the Collaborative Group.
2. A working Group will be convened to progress the chosen option. This work includes but is not limited to:
   • developing tools for identifying issues.
   • training for those involved in the mechanism directly or bringing issues for consideration.
   • the governance and delegation structure.
   • the initial terms of reference of any panel that is convened, including membership composition.
3. A Working Group will be convened at a time before implementation of the existing Action Plan is secure to ensure that the tools and details are ready for implementation and when the Collaborative Group endorses the mechanism to begin.
4. Once the mechanism is finalised a pilot will be run and reviewed to ensure it is fit for purpose.

Relationship to the Action Plan:

This mechanism aims to implement two inter-related sections of the Waterloo Human Services Action Plan. These are:

• Action 4.5 – Develop an ongoing mechanism for identifying customer service issues, training, and escalating them. This could be another element of the mechanism for cross and/or inter agency assessment and escalation in action 6.
• Action 6.1 – Explore options for the creation of a panel of NGO and Government representatives to identify and improve responses to service co-ordination and systemic issues on an ongoing basis in Waterloo.