Meet David Pugh, Director of Quality and Performance at YMCA Together.

David Pugh – Director of Quality and Performance

What does your role involve?

My roles involve overseeing and developing the MainStay gateway and case management system. This includes developing appropriate pathways, processes, documentation and reporting for the services and local authorities using MainStay. I ensure system users have appropriate support and training and that the system is sufficiently monitored.

As the Contract Manager for the Liverpool Accommodation Based Support Consortium,  I work with providers and commissioners to ensure the successful delivery of the homeless accommodation contract.

I’m also responsible for the development of the YMCA Together quality framework.

 

What qualities are essential to your work at YMCA Together?

Planning and problem-solving are key qualities – particularly when developing MainStay for new services.

When working on the consortium contract, it’s important to develop relationships with managers and be able to listen to and understand services. Clear communication is also essential.

 

Describe your typical working day.

It’s difficult to give a typical day. Yesterday, I had a service visit and contract review with a service to look at KPIs and performance. Then, I went back to the office to review reports before we provided them to Liverpool City Council. After that, I answered emails and spoke to managers about potential resident moves.

But every day is different.

What’s the most rewarding element of your work?

I find it rewarding when I’m able to improve how we work with residents. We’ve recently introduced a new support plan that’s had really positive feedback from staff and residents.

Describe your most memorable moment at YMCA Together.

Most of my memorable moments date back to when I was a support worker. One that sticks in my mind is attending the graduation of someone we had supported, knowing the journey he’d been on to get there and how we had been able to help him. 

Also, taking residents to our Lakeside residential and seeing the difference that a change of environment and a week of confidence-building activities made to people’s aspirations. Some of the conversations we had on those trips were memorable. For many people, it was the first time they had left Liverpool.

 

How do you relax outside of work?

I watch Liverpool FC and spend time with my family. I’m not sure if either is particularly relaxing…

 

If you could change one thing about society to improve the lives of the people you work alongside, what would it be?

So many of the people who are entrenched in homelessness had challenging childhood experiences. I think we’d see much less repeated homelessness in the future if we can prevent more children from experiencing trauma or neglect.