Welcome Pack/Young Person’s Guide to the Service

The registered person must produce a Young Person’s Guide explaining how the Service is provided and what package of support young people will receive from the Service.

An effective introduction to a setting will ensure that the young person understands the information given to them in the Young Person’s Guide, which must outline important details about the Service such as staff rotation and how they can be in touch with staff, and what the young person can expect from the Service. 

The Young Person’s Guide must be made available to all young people in a format that is easily accessible and understood by each young person before or when they arrive at the setting, taking into account the particular needs and requirements of the young person, including any disabilities or language barriers and/or support needed with immigration matters (where relevant). It must be clear and user friendly. 

The Guide should help each young person to understand the Statement of Purpose and what the day-to-day routine looks like in the setting:

• What support the young person is entitled to through the Service (including support delivered through external agencies) in a variety of areas such as education, training, employment, developing independent living skills, and how the young person can access the support, including for their physical and mental health;
• Expectations around behaviour and engaging with the Service, such as good housekeeping, treating others with respect, and so on;
• Policies and agreements around the use of drugs and alcohol;
• Arrangements in place for staff entering young people’s bedrooms, such as providing advance notice and when this might not be possible;
• The Statement of Purpose for the Service will be shared with the young person;
• How to make a complaint in line with the Service’s Complaints procedure;
• How they can access advocacy support or independent advocacy if eligible; and
• How to contact the Office of the Children's Commissioner.

The Young Person’s Guide should include information on the location of the setting (including access to local amenities such as shops, transport access and routes, proximity to local colleges, and so on), the facilities of the accommodation, and make reference to how the setting meets the Accommodation Standard. Information should be included on any processes or rules set out by the Service to keep the young people they accommodate safe, such as the use of CCTV in or outside the premises.

The registered person should review and update the Guide/Welcome Pack as necessary, making sure young people are consulted prior to making any changes.