Looking for Support

How we work 

We believe every one of us has a need for choice, control, independence and order in our lives and this helps each of us make sense of the world and manage everyday life. By ensuring the people we support are truly at the heart of their support and are able to access the community that makes sense to them, we believe we can enable people to function as ordinary citizens to achieve their goals.

The starting point is always looking at tailored communication i.e. how do people tell us when things are going well, when things are going wrong, and what they want.

We do this by working with the customer and people who know them well to identify and develop a provision for that person that makes sense for them. iDirect will develop an ''Individual Service Design'' (ISD) with the customer and people who know the person well tailoring and drilling down to gather even more detail for collating into the ''Working Policy.'' This captures the specifics of the support to be provided. Both documents provide a contract with the person and staff are required to support the person according to these documents. It is reviewed regularly (weekly - quarterly depending on customer need).

Any record of increased anxiety, agitation or distress will be addressed through reviewing the ISD, Working Policy and Safety Assessments involving external professionals where relevant and provision to the customer will subsequently be amended.


A staff team will be recruited to specifically meet the customer needs and preferences. The staff team will be made up of a team leader and support staff and the planning process will identify key skills and attributes required. The team leader with support from the Operations Manager will be assisted in measuring the customer placement in achieving outcomes and contentment with the environment and support. Any incidents will be evaluated with the person where possible and appropriate partner agency professionals will be kept informed, where required. Staff work patterns will be developed according to the customers needs and every one of our customers will have their own rota schedule. Staff will work within specific team rather than working across the whole organisation.

This enables them to develop positive relationships with people and hold the organisation to account for generic decision making.

Staff training 

Staff will receive a comprehensive induction in line with the Care Certificate as well as specialist customer focused training e.g. Austim Specturm Disorder (ASD) and ADHD, Attachment Disorder, Clozaril Awareness, Autism Awareness and any training needs identified in the planning process.

In addition, the induction will include a training day all about supporting the person, run by the person or someone who knows them well. Family, other staff in the team and people who have spent time with the person are encouraged to participate. Moreover, Staff team are to provide feedback for use in supervisions, appraisals & staff development as well as the standard quality assurance events.

Funding and Support Hours 

The support hours will be used flexibly. Should the customer not use hours due to accessing community support, the funding will be deducted from chargeable hours on a monthly basis where the person has a Direct Payment or Individual Service Fund (ISF). Customers funded via a commissioned service will be able to bank hours if agreed with their social worker to use them for times of high anxiety or for doing something exciting where additional access to support is needed. We can also work with people to look at a contingency pot where they have fluctuating needs that can be accessed with appropriate evidence to the local authority or NHS. Wherever possible we will look for opportunities to identify natural support and take a step back. This is done in partnership with the person we support.

Assistive Technology, communication aids and sensory needs will be considered throughout all elements of support in order to provide the customer with both choice, control and in considering safety - working with support from local health teams such as: Speech and Langage Therapy (SaLT), Intensive Support Service (IST) or other professionals. This could be funded through people's ISF or Direct Payment or as part of a persons support plan.

When things go wrong 

The information gathered as part of the development of the working policy and service design also supports our planning for supporting the customer when things are not going well e.g. situations to avoid, how to identify and manage periods of escalation. etc.

We are committed to the Dorset Bill of Rights and this is shared with all our staff within their induction. If we don't uphold these rights you should inform Nikki, Scarlett or Gemma in the office.