Mission

1. A 1. Implement effective communication process/plan People PS/PM Ongoing Housing Needs Improvement Plan V6 10 June 2008 2. Review process driven org. change, cost (HA, Procure, Move-on) & implement PS Mar/Sep 08 3. Consult & implement Start+ and Procurement (Implementation October) PS Jun/Oct 08 4. Review 16/17 homelessness arrangements LC TBD Green 5. Determine training needs, plan and resources (costed) LC TBD Amber Accommodation Supply 1. Secure sufficient private sector accom. to meet anticipated demand (inc. qualifying offers & solutions) LC Sep 08 Red B Item Completed 2. Improve & implement use and access to Hostel accom. (move on : move in) Jul/Oct 08 PS/EI 3. Develop additional hostel resources to meet demand generally and for specific need groups PS Jun 09 4. Review & develop opportunities, innovation & engage with all partners to optimise perm. accom. supply HC Ongoing Mission Process C 1. Define & implement initial customer reception streamlined processes FS May/Sep08 To provide an efficient and effective, customer focussed housing needs service. To encourage independent living whilst supporting vulnerable customers, through delivery of housing options in partnership with our stakeholders. We will deliver this through a phased programme over 2 years, making the best use of available resources. 2. Define & implement new ‘housing solutions’ processes (post HA review) LC Jun/Oct 08 3. Review and interface streamlined homelessness duty with revised housing solutions EA May/Oct 08 4. Develop unified organisation and processes for procurement and allocation of Priv. Sect. accom. LC Jun/Aug 08 5. Review, define & develop new youth homelessness arrangements (inc. crash pad extn., referral protocol, SP review, supported lodgings, Monks Park) PS service req. HC interim TBD Ongoing Finance D • 1. Develop investment business cases (spend-to-save) • Technology (e.g. workflow, mobile, forms) • Procurement • Prevention (housing solutions) transition • Organisational structure • Stakeholder investment (e.g. pump-priming) • Attracting LAA or other funding streams • Training & development (potentially backfilling) JD/IB TBD

2. Technology E 1. Review/ implement housing options/procurement system LC Sep 08 2. Introduce LONSTO queuing system & appointments module FS Jun 08 3. Review & adapt EDM system to underpin process need HC Sep 08 4. Procure and optimise Northgate systems modules JM Aug 08 5. Automate Locata feedback to customers HC TBD 6. Implement new telephone ACD & automation EA Jun 08 7. Develop clear ICT strategy to optimise Housing systems & resources JM/HC Aug 08 Stakeholders (inc Customers) F 1. Develop draft communication strategy to condition expectations IB Jun 08 • 3. Identify new/revised/respecified partnership arrangements and outcomes: • large RSL’s, Hospitals, BHP, DV Advocacy, CHC, BHUG, DePaul Trust, Paradigm Housing, Relate. • CAB, Law Centre, BHFC, BASA • Estate Agents, BPTRT (?) JD Oct 08 JY Oct 08 LC Oct 08 5. Brief & engage key Members in proposed changes to Housing Needs delivery & organisation (Policy Coordination Group) PS Mar 08 Corporate G 1. Brief all members/stakeholders of new arrangements LC Jun 08 2. Manage Exec. & formal internal agreement processes PS/JD May 08 3. Implement broad involvement in new delivery arrangements & align with other corporate strategies JD Ongoing Organisation H 1. Finalise and implement new physical reception structure/s FS Jun 08 2. Finalise and implement full (new) front office organisational arrangements FS/JD/HC Jun/Sep 08