How frontline staff manage paperwork in group homes for people with intellectual disability: Implications for practice

Quilliam, Claire; Bigby, Christine; Douglas, Jacinta

doi:10.1111/jar.12450

Cited by 10 publications

(5 citation statements)

References 22 publications

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“…These results are consistent with studies showing frontline managers work within organisational environments which prioritise admin and paperwork, limiting the time available for direct contact and work with staff (Beadle‐Brown et al, 2006; Deveau & McGill 2016a) and with Quilliam et al (2018) finding that frontline managers and staff prioritise certain paperwork, preferring to spend time on paperwork related to service users, while organisations prioritise paperwork that demonstrate compliance with regulations.…”

Section: Discussionsupporting

confidence: 89%

Contextual and individual barriers to providing practice leadership by frontline managers in community services for adults with intellectual disabilities: A qualitative study

Deveau

Rickard

2023

Brit J Learn Disabil

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BackgroundAs practice leaders, frontline managers observe staff working, provide feedback and use organisational structures to improve staff skills and focus on service‐user quality of life. This qualitative study explored the experiences and barriers for frontline managers providing practice leadership to staff in community services for adults with learning disabilities.MethodsAudio‐recorded data was collected during semi‐structured interviews with 14 frontline managers, transcribed and analysed using thematic analysis.FindingsThree themes emerged reflecting participants' experiences of barriers to their work as practice leaders, focusing on stable staff teams, ‘admin’ and paperwork, and developing staff, each with sub‐themes.ConclusionsResults reflect existing research and suggest new challenges relating to progress in personalisation. Frontline managers experience barriers to providing practice leadership due to contextual and individual factors described in the themes. Successful implementation of policy initiatives, for example, Transforming Care requires further research on the impact, development and provision of practice leadership for support staff. should recognise these factors influencing frontline managers and ensure suitable policies and training to support practice leadership.

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Section: Discussionsupporting

confidence: 89%

Contextual and individual barriers to providing practice leadership by frontline managers in community services for adults with intellectual disabilities: A qualitative study

Deveau

Rickard

2023

Brit J Learn Disabil

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“…The weakness of practice leadership identified in this study inevitably raises questions about funding and what type of investment in practice quality and assurance gains maximum benefit; practice leadership in services or compliance with paperwork based processes of regulators? Several recent studies of regulation and paperwork in disability services suggest investment in observational techniques of quality assurance (McEwan et al, 2021; Quilliam et al, 2018), such as practice leadership, may be the most beneficial, but this warrants further investigation.…”

Section: Discussionmentioning

confidence: 99%

“…In Australia, quality assurance rests largely with the outer system, in the form of the regulator which relies on ensuring organisational pro- (McEwan et al, 2021;Quilliam et al, 2018), such as practice leadership, may be the most beneficial, but this warrants further investigation.…”

Section: Practice Skills and Confidencementioning

confidence: 99%

The strength of Frontline Practice Leadership in Australian supported accommodation services: Challenges confronting service providers

Bigby,

Humphreys

2024

Research Intellect Disabil

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BackgroundThe strength of practice leadership predicts the quality of Active Support but it can be compromised by other demands on frontline managers. The study aimed to identify and understand differences in practice leadership over time and between organisations.MethodData collected in 2022 in 96 services from 11 organisations using the Observed Measure of Practice Leadership were compared to similar data from 2013 and 2018. Qualitative fieldnotes were analysed thematically.FindingsPractice leadership scores increased significantly between 2013 and 2018 but declined significantly between 2018 and 2022. Scores were significantly higher in organisations that had implemented Active Support since 2013 compared to later adopters. Higher scoring organisations had structures that supported frontline managers with practice leadership and that countered increasing administrative demands.ConclusionsEstablishment of support structures for practice leadership by organisations warrants further investigation together with the relative importance of each task of practice leadership.

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“…It is also possible that leaders with more frontline experience better understood the limitations of relying on documentation written by staff such as file notes as a record of what had actually happened during the course of service provision. Some research has suggested that such documents often fail to adequately capture people's day-to-day experiences, needs, and characteristics (Poppes et al, 2014) and may portray what staff felt managers wanted to hear about what happened in services (Quilliam et al, 2018). Similarly, leaders with a service-users experience of support approach may also have invested in observational methods because they understood that organisational policies and procedures did not necessarily ensure that people with intellectual disabilities received good quality services (The Senate, Community Affairs References Committee, 2015).…”

Section: Discussionmentioning

confidence: 99%

How leaders in day service organisations understand service quality

Bigby

Douglas

2021

Research and Practice in Intellectual and Developmental Disabil

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Organisations for people with intellectual disabilities must comply with regulatory quality standards written by Australian governments. Standards are abstract and predominantly focus on paperwork and processes. In thinking about service quality, organisational leaders must decide where to focus their efforts and whether to look beyond compliance issues. This study aimed to identify how leaders in day-service organisations for people with intellectual disabilities perceived and monitored service quality, and what they thought influenced quality in their services. Using a constructivist grounded theory methodology, semistructured interviews were conducted with eight leaders from three day-service organisations in Victoria, Australia. Interviews were recorded, transcribed, and thematically analysed using constant comparison and line-by-line coding. Overall, the leaders had two contrasting approaches to quality in their organisations. Four had a "process compliance" approach and the other four a "service user's experience of support" approach. These two approaches to service quality mirrored the tensions between the process compliance approach used by Australian governments to regulate the quality of services provided to people with intellectual disabilities, and an approach preferred by researchers, which argues the importance of judging quality through observation of service users' experience of support. Consideration should be given to merging these approaches and creating indicators that incorporate both observation and process review methods.

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How frontline staff manage paperwork in group homes for people with intellectual disability: Implications for practice

Abstract: Staff purposefully managed paperwork rather than simply following procedures. Disability service organizations could develop flexible paperwork procedures and include frontline perspectives in paperwork development.

Cited by 10 publications

References 22 publications

Contextual and individual barriers to providing practice leadership by frontline managers in community services for adults with intellectual disabilities: A qualitative study

Contextual and individual barriers to providing practice leadership by frontline managers in community services for adults with intellectual disabilities: A qualitative study

The strength of Frontline Practice Leadership in Australian supported accommodation services: Challenges confronting service providers

How leaders in day service organisations understand service quality

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