ECCO's support services
The support services modules in ECCO are used to record and evidence all the stages of delivering support to vulnerable clients (e.g. those with physical and/or mental health needs) against commissioner requirements. These services can be referred to as Evidenced Client-Centred Outcomes from which ECCO derived its name.
ECCO is used by our customers for many services including mental health, addiction services, learning disabled, autism, and complex care services in CQC registered supported living, homelessness accommodation, residential homes or in community facilities.
Some have extended the use of ECCO allowing the support workers to also
perform health and safety checks for
“Using ECCO has saved staff so much time and paperwork but more importantly, it allows to capture a real and live reflection of the current support that we are offering to our clients.”
Family Support Manager – North West Team
Rainbow Trust Children’s Charity
Referral, assessment, support plan and outcome achievement
From application to exit, all interventions including referral, allocation, support, review, risk management and exit is captured in ECCO and reported in real time.
ECCO enables a client centred support plan to be configured to match the precise requirements of any organisation. Group activities, client wellbeing and all tangible outcomes are collected and reported on. Client history from application to exit shows any and all interventions and how they are delivered (phone, one to one, client review, group support, client survey etc).
The system can be used to generate reports on activities that are not funded but can be used to support added value reports. Our hierarchical log-in feature enables client access to their personal support plan - either in a read-only capacity or to add comments. Clients or client families can access the system to comment on the service, take part in surveys and generally stay involved in the support delivery if the organisation wants to allow the access.
ECCO allows and guides you to create SMART - Specific, Measurable, Achievable, Realistic and Timely - personalised support plans to meet the goals identified in the needs assessment part of the workflow. The implementation and achievement of these SMART steps is the focus for evidenced outcomes of your service.
ECCO is configured to the exact specifications of the support model, including: holistic assessments, recovery & wellness action plans, PEEPs, health action plans etc.
The optional buildings module in ECCO will configure a “support plan” for the buildings or residences of your clients to include pre-determined health and safety checks such as functionality of fire alarms, lift alarms etc. This allows the support workers to carry out these checks in ECCO and to provide alerts and repairs and maintenance information for management. This module provides for greater efficiency and for dealing with the overlap between “support” and “housing” roles.
Managing risks in support services
ECCO recognises that an essential element of any care and support service is the management of risks in an open and auditable way especially when dealing with vulnerable people.
We also recognise that risk and needs assessment practices are unique to every organisation. Our needs and risk assessment modules include SMART support planning, outcome-focused support tools, reportable risk RAG (Red-Amber-Green) ratings, risk flags, trigger and severity ratings, and positive risk management plans. We can help you in assessing and managing support needs and risks and can support you to develop evidence-based, detailed plans.
“Developing our risk management system with ECCO has been a pleasure. Their ability to interpret our required key-performance indicators into a user-friendly interface for our busy support workers is outstanding.”
Business Development and Project Manager,
ECCO's risk management extends to clients' accommodation
An optional building module built on the ECCO platform extends the risk to the well-being of your clients through a hazard check of the buildings where your clients reside. It records and alerts risk information like gas checks, water temperature, fire alarms etc. This module can also link to housing management systems to provide dashboard information on voids, managing rents and arrears.
The combination of housing and support modules within ECCO ensures that supported accommodation providers can track dual streams of workflow. The buildings module in ECCO can configure a “support plan” for a building to cover required health and safety checks. Each location is pre-populated with items that need checking, and any actions recorded and dates for future interventions noted.
For example, a failed Health and Safety check prompts the staff member to immediately send an email to repairs or management so the action is completed at the scene, without generating further paperwork, or relying on staff to remember to follow the matter up. This housing workflow supplements the ECCO support module to provide a comprehensive online system for your services.
"ECCO enables us to offer individual risk management that reflects and enhances our person-centred service model.
We entrust ECCO to help us meet contract and reporting requirements."
Business Development and Project Manager, Harbour Housing
Monitoring and reporting
The client outcomes chosen by any provider will depend on the commissioner requirements therefore each service is configured according to the outcomes and interventions the commissioner is funding.
The Outcome Star is often used by our customers for this purpose. Reports on successful interventions and work undertaken toward them is recorded and are available in real time.
Outcome focused reporting will clearly demonstrate service delivery to commissioners and other key stakeholders.
Reporting social values
One of advantages of the SMART steps approach to providing support is it allows the reporting of social values for the achieved outcomes in the support plan.
ECCO's unique ability to embed the relevant and nationally recognised values of the Social Value Data Bank supported by HACT (Housing Association Community Trust) to create Social Value reports that help in strategic management planning and in reporting to all key stakeholders.