1. The Access and Information Service
Access and Information is the first stage in the customer journey providing a single point of contact for all calls and enquiries to adult social care. A wide variety and number of calls are received by adult social care and it is important that customers get the right response to their enquiry in a timely manner. The practitioner receiving the call from the adult with care and support needs, their carer or a professional, will discuss the query with the caller to ensure they are referred to the right service in a timely manner. This process is called screening.
The team should resolve all questions and requests so far as they are able. The team should also ensure that action is taken to ensure the immediate safety of adults experiencing, or at risk of abuse or neglect including initial assessment, responding to ‘no replies’ and referral to Adult Safeguarding Team as appropriate (see Adult Safeguarding).
The team should also refer into the appropriate team in adult social care and are able to give information and make referrals to community based and voluntary sector resources.
In order to ensure a timely response and to avoid backlogs the team will respond to all calls within xx days and will resolve enquiries within xx days (customer to amend).
2. Outputs and Outcomes
The outputs from this service are:
- signposting: advice and information offered and enquiry closed;
- referral on: to next stage of customer journey, for example reablement, case management;
- referral on: to community provision, voluntary sector, health, housing, leisure, community safety and so on;
- amendment to care and support plan;
- provision of one off pieces of equipment;
- assessment to ensure immediate safety including response to ‘no replies;
- action to ensure immediate safety;
- referral within the adult safeguarding procedures.
The outcomes from this service are:
- reduced delay and waiting times for service;
- increased numbers of referrals to right place first time;
- increased efficiency, reduced costs, reduced handoffs;
- increased numbers of people enabled to remain independent in their own homes;
- increased numbers of people accessing local community based services;
- increased use of web based Information and Advice Service;
- reduced demand on adult social care measured as follows:
- % of referrals resolved by Access and Information;
- % of referrals screened and referred on to customer journey,
- % of referrals screened and eligible for further assessment and service provision from the council;
- % of referrals to Reablement Team (see Reablement);
- % of referrals to Case Management Team (see Case Management);
- % of referrals to Adult Safeguarding Team (see Adult Safeguarding).