mike lindsay - advocacy and complaints

CROA ANNUAL CONFERENCE: Let’s get socialADVOCACY AND COMPLAINTS

Dr Mike Lindsay

Office of the Children’s Rights Director

ABOUT US

What is the Office of the

Children’s Rights Director?

[see www.rights4me.org]

ABOUT US

STATUTORY FUNCTIONS

Asking children’s views

Advising on children’s rights and welfare

Raising issues CRD considers significant

ABOUT COMPLAINTS

What is a complaint?

Who is entitled to complain?

Why have a complaints system?

CHILDREN’S VIEWS ON COMPLAINTS

“It’s such a bureaucratic system … it’s as if no one wants to have the problem sorted. You sometimes have to go to the very top … ““The complaint took so long to sort out that it was pointless in the end”

WHAT CHILDREN NEED FROM COMPLAINTSThe possibility that: What they say might be taken seriouslyTheir complaint will be considered quickly, yet fairlyPeople will: “Sort it … not just report it”Decisions are ‘frozen’ pending outcomeFindings should come with appropriate redress.

ABOUT ADVOCACY

What is advocacy?

Who is entitled to advocacy, and when?

Why have an advocacy service?

CHILDREN’S VIEWS ON ADVOCACY

“They helped me get back into school”“My solicitor tried to stop me from going to secure”“They help me speak out in my review”But many were not sure whether to count the help they got as ‘advocacy’.

CHILDREN’S VIEWS ON ADVOCACY

“Could tell the positive difference that was made when an advocate became involved”“Because they can sort it out”“Some complaints can be sorted and some sadly can’t”“Be on my side …”

WHAT CHILDREN NEED FROM ADVOCACYThe law provides a right giving looked after children and care leavers access to a complaints procedure and an advocate.

Make sure that this right is built in to the services you are commissioning.

Make sure that all looked after children and care leavers know about this right and how to exercise it.

WHAT CHILDREN NEED FROM ADVOCACYBetter information about: What it isWhat their rights are to an advocateWhere you get one fromSomeone who is there for them … not for the system … going the extra mile!Someone who is there to help them win … not just have their say.

WHAT YOU NEED FROM COMPLAINTS AND ADVOCACYThere is often a disproportionate amount of time, effort and money that goes into handling complaints. When resources are at their tightest you need to be at your most resourceful.

REMEMBER, that good advocacy is as much about preventing complaints, as it is facilitating them.