Christmas training with ReACT

December 15, 2011

Hello – are we all looking forward to Christmas? I know we are here in the offices of ReACT. In the run up to Christmas some people are out getting their gifts, others are frantically writing cards; we at ReACT are out and about installing and training on ReACT 4.

Recently we have been rolling out the Implementation and Training on ReACT 4. This is generally a two-day process. On the first day, we are working remotely on the customer’s server to implement ReACT 4 into a full TEST environment using a copy of the latest LIVE database. These have gone well and now that we are gaining more experience of issues that differing server environments can throw at us, we are managing to complete upgrades comfortably within the scheduled time slot. The biggest stumbling block we are getting is servers meeting the pre-requirements to the upgrade – it might be worth double checking your server to make sure you meet it too!

The following day, one of our ReACT trainers is on-site with the customer to deliver a day of training. The training  typically consists of ReACT 4 Administrative / Configuration session, aimed at the Super-Users and then a session on ReACT 4 New Features aimed at the experienced end users. The Administrative / Configuration sessions are not only helpful to look at the new features we’ve included, but it also gives a chance to look at the current configuration while you have a ReACT Consultant with you. The second, end-user session, gives a chance to not only experience the new features, but also cement the correct usage of ReACT within the organisation.

We have found that the training is well accepted by all end users and each new feature generates interest from the delegates, not to mention any in particular, but the new Additional Notes control gets the biggest smiles!

Have you been using ReACT 4, why don’t you let us know what your favourite feature is so far? Try the Forums or send us a Tweet! @ReACTASB

On behalf of the ReACT Implementation Team, have a Merry Christmas.

Chris Powell.


Training Experience with the Community Housing Group

November 23, 2010

Note from Chris: Firstly, I’d like to start this blog off with a thank you to Wyre Forest Community Housing for giving up their time to let me shadow an ASB Officer for the three days. A big thank you to Eddie Maynard for allowing me to shadow him. My final thanks go to Steve Macartney and Nigel Follows for making it happen.

Community Housing Group logoDay 1

The first task of the day, is for Eddie to go through his e-mails.. Eddie would place appointments for that day in his calendar so that he knew what he would be working on. Once all emails were up to date, it was then time to check the ReACT Notifications for that day. There were a couple of cases that needed to be addressed that day, the way that ReACT is utilised is that every communication or note goes on to the case’s Additional Notes so that any officer, even myself, could look at the case and see what it was about and what work had been carried out.

As an outcome to one of the case notifications, we needed to visit a tenant. The reason for the visit was to assure the tenant that all work had been carried out that was stated and to make sure that the lady was satisfied with the outcome. For complete case closure, a satisfaction form was issued in person and completed on-site. I can see how a mobile ReACT solution would be a benefit as we could have updated, and closed the case whilst out and about rather than having to travel back to an office.

After several other visits we went to a property that owed rent. The gentleman we were looking for was not present; however there were two youths at the property not related to the tenant. This was a great insight into how the officers must adapt to each and every situation. The gents showed us how they locked and secured the property without a key. Expectations were then communicated to the occupants and their details were recorded.

It was time to grab a working lunch this would give Eddie chance to update the the cases he then needed to close. This was a great insight as to how long it takes an officer to close a case compared to the actual work involved with getting closure from the Complainant.

After several other calls we returned to the Office to update the cases and schedule things for the following day. Many phone calls are made and recorded on ReACT. I can see where the officer’s time is required to update the systems. Eddie also showed me some NME recordings that he had had to listen to for a case. This equated to 7 hours and 31 seconds of real-time listening that he had to do over the space of a week just for one case!

One final thing for the day was for Eddie to show me a very complex case with limitations in ReACT for recording outcomes. I have taken the data and will investigate as this is something we can possibly address in future versions of our software. It is safe to say, the first day was certainly varied in activities.

Day 2 

The first tasks were to compose a few letters to tenants so that we could update some ReACT cases. The templates were created in MS Word, saved onto a network drive and then attached to the relevant cases in ReACT…certainly a Word Processor in ReACT would cut down on time in other systems?

Our first appointment of the day was to retrieve NME from a young lady. Then Eddie was asked to attend the eviction of a tenant and then have a catch up with the local beat Police Officers. This was a real insight into the Police work required on some estates, but also how closely the ASB Unit work with the Police. Once the eviction time had come round, the Bailiff, Housing Officers and ASB team moved in on the property. This was an eye opener as you would only get to see this on TV normally! Once the tenant had collected as many personal items as possible; he placed them onto his bike cart and cycled off. The team then secured the property. After the eviction we then travelled to a Police Station to meet with a local beat manager, so that Eddie could liaise with local Police over on-going situations in the area.

After a very eventful morning, we managed to fit time in for a bite to eat. Eddie then set up the NME that we had retrieved in the morning so that I could use the system to create a report. As it turns out, the tenant had not recorded any sound at all. The only recording were Eddie’s initial testing and also the final test upon retrieval. The report therefore was very simple and yet another case that could be closed as the tenants had agreed that the sounds had not occurred. One for ReACT again!

On the afternoon, Eddie was booked in to attend a Professionals Meeting.  Due to the sensitivity of the discussion, I am unable to report much about the content, but I can say that it was a lengthy meeting between multiple agencies, and Police. This took up Eddie’s afternoon, but the teams could now move forward with regards to the case. Again, I would imagine that ReACT would hold much of the information to be drawn upon in meeting like this, highlighting the importance of print-outs from the system.

The day ended slightly earlier for me as I had to head over to the NEC for the SLCNG Awards evening.

Day 3

Eddie had to attend a Court hearing for a couple who had breached their Injunction w/Power of Arrest. It was over to Eddie to get the case files off the Housing Officer and any additional information off the Police too. At court we met with the Barrister and Eddie updated them on the situation. It was a case of just waiting to be called.

 Court was a first for me, so a brand new experience! I just followed Eddie’s lead. Whilst I cannot go into details, I was surprised that the process took nearly three hours. After that,  even though we were done at court, Eddie still needed to drop copies of the documentation to the Housing Officer and to local Police.

We were back in the office late afternoon. Eddie needed to call the Police officers involved to notify them of the outcome. This was the first opportunity that day that Eddie had to update any of the cases or files he needed to in order to continue the work, in an environment that changes at the drop of a hat.

Thanks to my time spent shadowing  the ASB Unit, I now know how ReACT is used on a daily basis and variety of tasks officers are called upon to complete. I plan to enhance any training or consultancy I undertake, with this knowledge, and suggest improvements to future versions of ReACT.

By Chris Powell 


ASB Management Day for just £275

September 7, 2010

the Studio meeting room

The seminar day will be taking place at the Studio

As you may be aware, ReACT and ReSOLVE hold free webinars to support and guide users through certain aspects of the software. We have had a lot of interest and questions about our next webinar “Benchmarking and Best Practice” – more than we can cover in 45 minutes. Therefore, we are holding a joint open seminar with HouseMark, for everyone who wants to know about benchmarking, reports and best practice.

We also know budgets are tight, so we decided to keep the price as low as possible and keep your finance directors smiling.

Register now to secure your place.

Everything you wanted to know about ASB Management (but are too busy to ask)

It’s a dedicated day away from the office, allowing you to focus on ASB practices and reporting. You will have the undivided attention of two top experts in their field: Paul Johns (ReACT) and John Wickenden (HouseMark).

Topics include:

  • Categories of ASB & Incidents (ASB Measure 02 & 05)                    
  • Actions Taken to Tackle ASB & ReACT Stages (ASB Measure 03)
  • ReACT Stages (Actions, Instructions & Reviews)                                               
  • Case Outcomes & Case Closure (ASB Measure 04 & 06)                  
  • Satisfaction Surveys (ASB Measure 07)                                                                  
  • HouseMark Preview Report & Upload                                                                    
  • HouseMark ASB Benchmarking Overview            

There’s also an extensive question and answer session allowing you to explore specific problems or areas with the consultants. 

Rooftop location, close to New Street station

We have booked The Studio in Birmingham. It’s  – literally – two minutes walk away from New Street station and within easy reach of car parks (if you are feeling brave enough to drive into Birmingham).

We also suspect the Studio is a retired TARDIS from Dr Who – you see a tiny internet café on the ground floor, hiding the large meeting rooms, restaurant and rooftop gardens on the top. There’s lots of natural light, comfortable breakout areas and a bar if you fancy networking afterwards.

No soggy sandwiches

You get muffins on arrival, unlimited tea and coffee and a two-course buffet lunch made from seasonal, local food. You will also be served cookies, fruit and water throughout the day – just to keep your energy levels up through the Q&A session!

One-time offer

Hiring Paul and John together at their standard day rates costs over £1,500. So a seminar place of £275 is a fantastic bargain. Both consultants are in demand and we won’t be able to run this seminar again for some time to come  – especially at that price.

Register now to secure your place.  

Diary Summary

Subject: ASB Management Day (ReACT & HouseMark)              Date: Wednesday 6th October; 10am – 4pm
Location: The Studio, Birmingham
Cost: £275 per delegate, inclusive of training materials, lunch and refreshments


The ‘big society’ approach to tackling anti-social behaviour

August 23, 2010

Despite public perception, young people and teenagers are more concerned about anti-social behaviour than their elders.

 

Everyone’s talking about the big society, but what does it mean in practice? 

One thing is clear about the ‘big society’: it is pretty obscure. The concept, which broadly covers community action and devolution of power to local groups, was supported by prime minister David Cameron long before the election. 

A document defining the idea, ‘Building the big society’, said it covered everything from the publication of local crime data and the abolition of regional spatial strategies, to training community organizers and allowing community groups to take over state-run services. 

Enthusiasts might say that the big society is hard to define because it is about communities choosing their own, varied priorities. Sceptics, on the other hand, could view the concept as a brand, allowing the government to take credit for all manner of community activity that was already happening without its support.. 

The only thing with the potential to make the big society different from old-fashioned community activism, is if the civil servants really do manage to break down any significant bureaucratic barriers faced by communities. 

Ben Rogers from Royal Society of Arts argues that Society should adapt the first aid or ‘Woolwich model’ to address anti-social behaviour. His starting point is that society has a problem with anti-social behaviour. 

Crime has fallen, and so has people’s concern about crime, but the proportion of people reporting anti-social behaviour as a serious problem in their area has not fallen over the past few years – though he concedes the most recent BCS figures show a move in the right direction. Moreover we know this is a priority for the public – and we know that we as a nation are particularly nervous about intervening. 

A 2006 survey by the Jill Dando Institute found that British people are more wary of intervening than most other European people. Sixty per cent of Germans said they would intervene to prevent a group of 14-year-olds vandalizing a bus shelter but that figure falls to 30 per cent in Britain. 

We also know that this is an issue particularly associated with young people – in two ways: first, people report that ASB tends to involve young people – often groups of young people; second, young people are more concerned about it than are older people. 

Ben’s suggestion is that we should do more to skill people to deal with anti-social behaviour themselves – that we should complement the recent drive to strengthen neighbourhood policing, by equipping people to intervene and resolve issues without necessarily having recourse to the police 

Training in community safety, he argues, could give people the ability and so the confidence to intervene. This confidence is key. There is actually quite a strongly shared set of standards in this country about what is unacceptable in terms of public behaviour. But we are unsure about intervening. There are a number of different factors contributing to this diffidence. There is a concern that the state is not on people’s side.  People are worried for their safety. And they are worried about doing something perceived as inappropriate or about losing face. 

So what would training consist of? It would aim to teach 3 core skills: 

1 )How to read a situation and judge whether it is safe and appropriate to intervene 

2) How to ensure one’s physical safety and that of others (how to place oneself to as to be able to escape safely, defend oneself and protect others if they are being attacked) 

3) How to manage anger in other people and defuse conflict. 

These skills can be taught and often are. The police are taught them. PCSOs are trained in them. Teachers are sometimes taught them but more often acquire them on the job. And experience suggests that people who are taught them value them – and they find it useful not just in dealing with anti-sociable behaviour but anger and conflict wherever they occur. 

Who would these skills be for? Most obviously the public service workforce – especially people who work in the local public realm. And also shopkeepers, publicans and similar. But young people and ordinary citizens could be taught them as well. 

 (Extracts taken from ‘Growing the Big Society’ – Inside Housing, and The ‘big society’ approach to tackling anti-social behaviour’ by Ben Rogers from the Royal Society of Arts.) 


The Chartered Institute of Housing (CIH) and Tenant Services Authority (TSA) launch its findings on ASB baseline survey

July 5, 2010

Following on from Kate’s blog last week, The Chartered Institute of Housing (CIH) and Tenant Services Authority (TSA) launched its findings of their recent anti social behaviour (ASB) baseline survey, at the TSA stand of the annual CIH Conference in Harrogate.

The results of the survey show that tackling ASB remains a priority for social housing providers despite the economic downturn, but more can be done to make sure ASB services deliver value for money.

Training

Most organisations that completed the survey feel that they are delivering effective training to their staff. However, supporting victims and raising public confidence is an area that 42% of organisations feel needs improving. Also, 32% would like to develop their staff’s access to peer support networks.

The SLCNG offer a varying array of training courses for RSL’s in tackling ASB.

Benchmarking

Although most landlords undertake some level of benchmarking, 20% do not regularly compare their services with those of other organisations. The majority of landlords seem to be missing opportunities to network with and learn from each other, with only 30% of landlords reporting that they help networking with other local RPs.

ReACT in collaboration with HouseMark have a one button press submitter of Benchmarking KPI’s that allow users to compare themselves with similar organisations using the profiling filters provided by HouseMark.

Value for Money

Although the vast majority (80%) of landlords have not undertaken any cost-benefit analysis in relation to their work on tackling ASB, 62% believe that they would benefit from doing so.

ReACT allows users to log Case Costs and these can be split in line with the Respect Toolkit guidelines of measuring External legal costs, clean up costs and Internal costs in relation to the management of tackling anti social behaviour.

Tools and Powers

Sixty-three per cent of respondents felt that their organisation made full use of the tools and powers available. However 28% said that they could improve. Surprisingly, landlords indicated that they were most unfamiliar with areas such as Acceptable Behaviour Contracts, Closure Orders, Demotion Orders, Injunctions and Parenting Contracts/Orders.

The SLCNG provide training and guidance in relation to the tools available to landlords to tackle ASB. In addition ReACT allows users to record any orders served against perpetrators, and this vastly improves the landlords ability to review and monitor any breaches.

Victim-Centred Approach

The vast majority of landlords (80%) said that they take a victim-centred approach to ASB case reporting and have effective partnership arrangements in place with local support agencies. Sixty-three per cent of landlords also told us that they would benefit from advice and support to improve measures in identifying vulnerability and support to protect witnesses.

ReACT allows users to record and monitor where victim support has been given to complainants and witnesses, it also allows users to record where external agencies have been involved in this victim centred approach.

Speaking at the launch of the report, CIH Chief Executive Sarah Webb said “Anti Social Behaviour can have a dreadful impact on individuals and communities, and housing professionals are often at the forefront of trying to tackle it. This survey gives a good understanding of how social landlords are responding to the challenge of ASB and its causes; and it shows where vital support, including the ASB action team, and also our policy and practice and training teams, can best support providers to learn and improve.”

If you require any further information about how the ReACT, HouseMark and SLCNG teams can assist your organisation please do not hesitate contact us at;

Email: info@react-asb.co.uk

Telephone:
+44 (0) 121 384 2513

Fax:
+44 (0) 121 377 6014

ReACT System Administration Webinar

May 25, 2010

What are you doing on Thursday 17th June? If you are not on holiday or tied up with meetings, come to our webinar on ReACT’s system administration.

It’s a free training session for current ReACT customers, giving you a greater understanding of the admin controls and functions.

By the end of the session, you will be able to “adjust, set and forget” on most of the admin controls, saving you time in day-to-day tasks.

Get details and book webinar


ReACT Training

April 19, 2010

ReACT User TrainingWhat really happens during training sessions in ReACT? Chris Powell reveals all…

“Last Friday, I found myself travelling to Liverpool City Centre for a Basic User Training Session. I arrived early, to find the training room ready and the laptops were out – but no delegates! Fortunately, they all rushed at half past nine, armed with coffee.

I kicked off the first session with Case Entry; something we take for granted on the helpdesk, but always generates questions from new clients. In the second half of the training session we looked at managing our ReACT cases and case closure – all the important items that a Housing Officer wants to know about.

 I reserved the last part of the day for ReACT’s extra functionality, such as searching, reports and pending notes. Once all the features were covered, I opened up the group for discussion; always interesting on a Friday afternoon!  Fortunately, ReACT does what a lot of officers want a system to do, so the feedback is always positive and constructive.

 At the end of the session, I was left with 6 newly created cases on the ReACT system and 6 newly dirty coffee cups. All that I had to do was to leave the room as I found it – not forgetting to sign out at Reception.

Driving Back to EBS after a highly positive training session is always a good feeling. The only downside travelling back was the speed cameras on the M6 and the build up of traffic.”