Agenda item

The report presents early learning in respect of the ten integrated Library Hubs across Kirklees and how this is informing the future development of the service model.

Contact: Mags Rogerson, Head of Local Integrated Partnerships

The Committee considered a report in relation to early learning from the ten integrated Library Hubs across Kirklees and how this was informing the future development of the service model.

Councillor Amanda Pinnock, Portfolio Holder for Communities and Environment introduced the item and explained that the report set out how the traditional libraries had developed into community integrated Library Hubs and their purpose in providing place?based access to support, and outlined future development priorities. It was noted that each hub was tailored to meet the specific needs of its locality. Thanks were expressed to the volunteers, with particular emphasis on their integral role in the success of the model.

Jill Greenfield Service Director for Communities and Access Services and Mags Rogerson, Head of Local Integrated Partnerships were in attendance to present the report, and a presentation was given which highlighted that:

·       The model had consolidated customer service and library functions. It had been piloted in Dewsbury and Huddersfield before expanding to ten locations, and had been designed to be adaptive, inclusive, and community?focused.

·       The hubs offered a range of support levels, from unassisted self?serve to full staff?led assistance for more complex enquiries.?Services and partners played a wider, integrated role within the Library Hubs.

·       Early learning from the ten hubs included typical enquiry durations and common complex customer issues, such as Blue Badge applications, council tax and benefits, housing solutions, local welfare provision, and disabled travel support.

·       Future developments included increased joint working with wider services, the creation of a new webpage and support clinics, exploration of opportunities to extend the model and building on lessons learned.

·       Volunteer support remained a key component, with more than 400 volunteers across 24 sites and there were plans to expand roles and diversify the volunteer base.

·       Volunteers received consistent, high?quality induction and training opportunities, and volunteer retention remained consistently strong.

·       As the programme moved into its operational delivery phase, the recommendations asked members of the Panel to note the progress of the Integrated Hubs and Early Learning Programme and to support its transition into an operational delivery phase, with appropriate governance and performance monitoring.

At the close of the presentation, questions and comments were invited from Committee Members, with the following issues being covered:

·       In response to questions in relation to safety and support for volunteers, it was explained that volunteers were supported by a paid member of staff and were guided by established policies and training.

·       In relation to the opening hours of the ten hubs, it was noted that opening hours had been informed by public consultation, resulting in a range of operating hours across the hubs based on the needs of that locality.

·       In relation to raising awareness of the activities and services offered by libraries, it was advised that work was ongoing to raise awareness, including through an expanded social media campaign.

·       In relation to how effectiveness was measured, particularly for vulnerable people, it was highlighted that previously support had not always been specialised and often relied on signposting, and there was no baseline demand data. The current model had been built to work with the strengths and capacity within communities by widening access to support and helping residents navigate systems. Libraries provided approachable community spaces that enabled follow?up. It was also explained that data development work continued, with enquiry patterns showing the hubs were able to absorb current demand. A holistic approach had been taken to provide wrap?around support, whilst also enabling people to become more self?sufficient over time.

·       In relation to signposting and upskilling staff to enhance the quality of support and advice, it was explained that a development pathway had been co?produced with staff and partner services to ensure consistent support across all ten hubs. Staff development across all roles aimed to ensure strong knowledge of wrap?around services. It was also noted that though the library staff were positioned to enable access to information, rather than providers of specialist advice, social prescribing link-workers and other services were also based in some libraries, delivering regular clinics to offer specialist support where required. This approach enabled each hub to be increasingly tailored to the needs of its specific local community. It was important that, as part of this work, any unmet demand was recognised and part of the data development agenda, was around flagging and sharing emerging issues with services and partners to inform support provision.

·       In relation to the position of other libraries, it was explained that as the programme transitioned into business?as?usual, community needs would continue to be assessed through needs assessments and conversations with partners. Consideration of the staffing resources and the physical environment would be considered as part of this process, each library aimed to provide a vibrant, safe community space offering a wide range of activity.

·       No formal feedback process had been undertaken with staff and volunteers at this point, but informal sessions had been undertaken during the development process.

·       It was confirmed that the model included the use of the libraries as a base for clinics on particular issues such as benefits advice informed by the needs of the local community.

·       In relation to promotion within schools, it was confirmed that engagement work was taking place with younger children. The services was also a strong advocate for work experience opportunities to engage high?school age children.

·       The Portfolio Holder and the officers were thanked for the report and the engagement with scrutiny welcomed.

·       Appreciation was expressed for the staff and volunteers and the added value they contributed.

It was noted that, following the meeting, the Committee was to undertake a visit to the Huddersfield Library Hub.

RESOLVED –That progress made on the Integrated Hubs and Early Learning Programme be noted and the planned roll?out be supported, recognising that the programme is now moving into its operational delivery phase, where ongoing monitoring will be managed through established performance and governance frameworks, as well as continuing to inform the customer and access programme of work.