Agenda item

Purpose of report: To provide background information and progress on implementation of the Multi Agency Safeguarding Hub (MASH)

The Board agreed to combine items 10 and nine in order to aid the flow of the discussion.

Witnesses:
Garath Symonds, Assistant Director for Commissioning and Prevention
Clare Curran, Cabinet Member for Children and Families Wellbeing
Mary Lewis, Cabinet Associate for Children, Schools and Families

Declarations of interests:

None

Key points of discussion:

1. The Assistant Director for Commissioning and Prevention highlighted that the Surrey Multi-Agency Safeguarding Hub (MASH) went operational on the 5 October 2016. It was noted that the MASH was based at Guildford Police Station and served as the first point of contact for all safeguarding queries, in contrast to the multiple points of contact that were present prior to the introduction of the MASH. It was noted that this represented a significant culture change away from siloed working and the prior “multi-door” approach for the service and its partners.
   
   
2. It was noted that the initial implementation of the MASH had been positive, with several key benefits being identified: better co-ordination of response, greater capability for information sharing and a more consistent response to challenges. 
   
   
3. Officers noted that one of the key challenges for the MASH following its inception was a backlog of calls. It was noted that there were two avenues of contact for the MASH: email and telephone calls. It was queried by Members whether the service had looked into the idea of instant messaging services. Officers responded that they would look into the feasibility of the idea.
   
   
4. It was noted that there was some initial down time in the email system at the inception of the MASH which led to a backlog of cases. It was also highlighted that there was a high volume of contacts for the MASH at its inception, and that the majority of these were repeat or already open cases. It was expected that this would reduce as more became familiar with the function of the MASH. It was noted that the service expected to be on target for call handling by the end of 2016.
   
   
   
5. Another key challenge that was noted by officers was the resilience of computer systems and databases to reliably cope with information required by MASH operators. It was noted that the Early Help Module (the way to access and use the databases) had a long response time, and caused some backlog. It was highlighted that, to resolve this issue, the service was working together with Information Management Technology to resolve any issues arising as a matter of urgency.
   
   
6. The Board was informed that the MASH programme would transition to business as usual in January 2017, and this would see new governance arrangements being introduced. It was emphasised that, as part of this transition, there would be a governance board which would consist of representatives from Surrey Police, Clinical Commissioning Groups, the Surrey Safeguarding Children Board (SSCB), the Surrey Safeguarding Adults Board and the Children’s Service directors. It was noted that this board would be accountable to all statutory partners through the SSCB.
   
   
7. It was highlighted that the service needed an increase in staffing levels in order to effectively meet with demand, noting that 19 additional personnel were required. However, it was highlighted that the service was reviewing the requirement for the operators to be qualified social workers, in order to improve capacity for recruitment.
   
   
8. Officers noted that there was a communications programme sent out to users of the MASH three weeks prior to launch.
   
   
9. Members requested that the service use clear terminology to users of the MASH, to ensure high quality service.