Actions and Next Steps (Community Response Hub)

1. Providing Information and Advice

The Local Authority (and anyone representing the Local Authority) has a duty under Section 4 of the Care Act to either provide directly, or provide access to a range of information and advice relating to adult Care and Support, including financial advice. This duty applies equally in respect of all local residents regardless of whether the person with Care and Support needs is known to, lives in, or is already receiving services from the Local Authority.

Click here to see what the Care Act says about the duty to provide information and advice, including how information and advice should be provided and the specific information and advice requirements around finances.

Local Information and Advice Resources

Online

Online information is available via The Local Offer.

By telephone

You can speak to Adult Social Care by calling 01793 463333 (option 2).

Swindon Advice and Information Service

Sanford House is a local resource designed to help you find the right information, advice and support for your situation.

Drop in to talk to one of their information guides, access one of the organisations listed or use the free public access touch screen computers to look up information online. Confidential space is also available if you would prefer to talk through your situation with an advisor.

Sanford House
Sanford Street
Swindon SN1 1HE

Centre opening hours are: Mon-Fri, 9.30am-4.30pm.

For more information about how to access the centre, email SAASC@swindon.cabnet.org.uk or call reception on: (01793) 466633.

The centre also provides a link to adult health, wellbeing and support services in Swindon and is home to the following organisations: Citizens Advice Service Swindon, Swindon Carers Centre, Alzheimer's Society, Swindon Mind, Swindon Advocacy Movement, Healthwatch Swindon, Entham Trust, Wiltshire Law Centre, DASH, LIFT Psychology, Royal Voluntary Service, Shopmobility.

For information about these organisations see below.

Swindon Citizens Advice Services

Swindon Citizens Advice Services provide free, confidential and impartial advice and campaign on big issues affecting people's lives. They are an independent charity and part of the Citizens Advice network across England and Wales. People come to CAS with all sorts of issues. You may have money, benefit, housing or employment problems. You may be facing a crisis, or just considering your options.

Find out more at their website by clicking here.

The following are a list of Swindon Citizens Advice Services locations, and details of their drop in sessions:

Main Office
Sanford House
College Street Entrance
Swindon
SN1 1HE

Drop in: Monday and Wednesday 9.30am-4pm, Tuesday, Thursday and Friday 9.30am-1.30pm.

East Swindon Citizens Advice
Cavendish Square
Park South
Swindon
SL3 2LZ

Drop in: Tuesday 10am-1pm, Thursday 10am-1pm.

North Swindon Advice Point
Pinetrees Community Centre
The Circle
Pinehurst
Swindon
SN2 1QR

Drop in: Monday 10am-1pm, Wednesday 10am-1pm.

Swindon Carers Centre

Swindon Carers Centre is a charitable organisation, which is part of the Carers Trust Network, and were established to provide help and support to the 21,000 carers in Swindon.

Sanford House
Sanford Street
Swindon
SN1 1HE

Tel: 01793 531133
E-mail: info@swindoncarers.org.uk
Website: www.swindoncarers.org.uk/

Swindon MIND

Swindon MIND provide support and services to empower anyone experiencing a mental health problem in Swindon. They campaign to improve services, raise awareness and promote understanding.

Sanford House
Sanford Street
Swindon
SN1 1HE

Tel: 01793 432031
E-mail: admin@sgmind.org.uk
Website: www.sgmind.org.uk/

Healthwatch Swindon

Healthwatch gives people a powerful voice locally and nationally. At a local level, Healthwatch Swindon works to help local people get the best out of local health and social care services.

Swindon Advice and Support Centre
Sanford Street
Swindon
SN1 1HE

Tel: 01793497777
E-mail: info@healthwatchswindon.org.uk
Website: www.healthwatchswindon.org.uk/

Wiltshire Law Centre

The Wiltshire Law Centre are a registered charity that provides FREE confidential advice on: Housing, Anti Social Behaviour Injunctions, Employment, Welfare Benefits and Debt.

Sanford House
Sanford Street
Swindon
SN1 1HE

Tel: 01793 486926
Website: wiltslawcentre.org.uk/

Enham Trust

The Enham Trust supports people who are eligible for funding from adult social care. Enham Trust equips vulnerable service users with the tools to live the life they want, regardless of impairments.

Sanford House
Sanford Street
Swindon
SN1 1HE

Website: www.enhamtrust.org.uk/

Swindon Shopmobility

Swindon Shopmobility provide mobility scooters and powered & manual wheelchairs to help people with limited mobility to shop and use other facilities in the town centre.

Sanford House
Sanford Street
Swindon
SN1 1HE

Tel: 07379 689128
E-mail: Shopmobility@vas-swindon.org
Website: vas-swindon.org/services/shopmobility/

DASH (Discovering Autism Spectrum Happiness)

DASH (Discovering Autistic Spectrum Happiness) is an independent local charity whose mission is to improve the quality of life of adults of working age with Asperger's and other high functioning Autistic Spectrum Conditions living in Swindon.

Sanford House
Sanford Street
Swindon
SN1 1HE

Tel: 07554 665 715
E-mail: contactdashswindon@gmail.com

Lift Psychology

LIFT have been providing psychological services to the people of Swindon for the past 20 years and pioneered Primary Care Psychology services within the country.

They offer a high quality service that includes traditional Improving Access to Psychological Therapies (IAPT) interventions plus additional support.

Sanford House
Sanford Street
Swindon
SN1 1HE

Tel: 01793 836836
E-mail: awp.lift-psychology@nhs.net

Royal Voluntary Service

The Royal Voluntary Service is a national charity built on local volunteering, giving support to people who need it in our hospitals and communities.

Sanford House
Sanford Street
Swindon
SN1 1HE

Alzheimer's Society

The Alzheimer's Society are here for anyone worried about or affected by dementia. They provide information and support, fund medical and social research, and campaign for better quality of life for people with dementia and greater understanding of the condition.

Sanford House
Sanford Street
Swindon
SN1 1HE

Tel: 01793485404
E-mail: swindon@alzheimers.org.uk

Swindon Advocacy Movement (SAM)

SAM provides a free, independent and accessible advocacy service in Swindon.

Sanford House
Swindon
SN1 1HE

Tel: 01793 542266
E-mail: info@swindonadvocacy.org.uk
Website: www.swindonadvocacy.org.uk/

National Information and Advice Resources

Sometimes it is helpful to contact a well-known national organisation with a dedicated information and advice service or help-line. Click here for details of some national organisations offering this service.

Some national organisations do not have dedicated information and advice services but can still provide such support upon request. Click here for a wider range of useful national contacts for adult Care and Support.

You can also click here to see the answers to some frequently asked questions around financial assessment, including questions relating to Disabled Facilities Grants.

Understanding Information and Advice

Information and advice must be provided in an accessible way so that the person for whom it is intended can best understand and make use of it.

If you feel the person for whom the information and advice is intended will need support to understand it then you should:

Consider whether the person has anyone appropriate who can help them to understand it;
Consider any steps that you can take to support them to understand it (for example talking through the information over the telephone or summarising it in a simpler format); and
Consider the benefit of independent advocacy.

2. Following up on Information and Advice

Under the Care Act the Local Authority has a duty to not only provide information and advice where it is needed, but to ensure that the information and advice it provides has been effective.

Therefore, when information and advice has been provided you should agree appropriate arrangements to follow up with the person to whom it was given in order to review how effective it has been.

The timescales for this follow up should reflect the individual circumstances and level of risk.

Where you are making arrangements for someone else to follow up on the information and advice you have given (rather than following up on it yourself) you must make sure that you have recorded this in a way that will ensure the person follows up on it at the agreed time.

3. Providing Information about a Person

The Local Authority has a common law and legal duty to safeguard the confidentiality of all personal information. As an employee of the Local Authority you are bound contractually to respect the confidentiality of any information that you may come into contact with. Under no circumstances should such information be divulged or passed to any persons or organisation in any form unless you have authorisation to do so.

All information sharing that takes place must be in line with data protection legislation (namely the UK General Data Protection Regulation and the Data Protection Act 2018) and local policy.

The Caldicott Principles must also be regarded. The Caldicott Principles are a set of principles that apply to the use of confidential information within health and social care organisations and when such information is shared with other organisations and between individuals, both for individual care and for other purposes. For further information, see: The Caldicott Principles.

Any unauthorised disclosure of confidential information may result in disciplinary action of individual prosecution under the Data Protection Act 2018.

For further information and guidance, see: Providing Information about a Person or Carer.

4. Transferring a Contact

It is important that the person making contact speaks to the right practitioner at the right time. Sometimes you may find that you are not the most appropriate practitioner to manage the contact.

Transferring a telephone contact

When the person making the contact requests specifically to speak to or be contacted by a particular person you should establish as quickly as possible whether the contact should be forwarded to that practitioner.

You should check available systems to establish whether the person is allocated to the practitioner they have requested to speak to.

You should not transfer a telephone call to a named worker if it is clear that the worker is not allocated to the person. This will not be helpful to the worker or to the person as they will not be speaking to the right person to resolve the contact.

If the practitioner is not available

If the practitioner is not available you should try and establish when they may become available by looking at any electronic calendars they use or speaking with a colleague or manager who may know.

If you know when the practitioner is likely to become available you should:

Inform the person of this;
Leave the practitioner a message alerting them to the contact, any action undertaken and confirming the information given to the person about when to expect a call back;
Undertake any actions that you are able to in order to resolve some or part of the contact, including any urgent actions that may be required should the practitioner be unavailable for more than a few hours;
Agree with the person what they should do if the practitioner does not make contact at the expected time; and
Make a proportionate record of all the above.

If it is not clear when the practitioner will become available you should:

Inform the person of this;
Leave the practitioner a message alerting them to the contact, any action undertaken and what information has been given to the person;
Undertake any actions that you are able to in order to resolve some or part of the contact, including any urgent actions that may be required; and
Agree with the person what they should do if the practitioner does not make contact within an agreed timeframe; and
Make a proportionate record of all the above.

Transferring a written, e-mail or text contact

When a written contact is addressed to a named worker you should establish as quickly as possible whether the contact should be forwarded to that practitioner.

You should check available systems to establish whether the person is allocated to the practitioner that the written contact is addressed to.

You should not transfer a written contact to a named worker if it is clear that the worker is not allocated to the person. This will not be helpful to the worker or to the person as they will not be dealing with the right person to resolve the contact.

Before transferring the contact you should:

Confirm that the practitioner the written communication is being transferred to is available within a reasonable timeframe for the action indicated by the contact, or that you have agreed with a manager how the contact will be managed;
Where the communication is a letter or an e-mail, whether the practitioner wishes to receive the original contact (if not this should be filed securely); and
Where a written response confirming the contact has been received is required or requested, agree who will provide this.

The most secure way to transfer a written contact is to send a message to the practitioner alerting them to the contact and where it can be found on the recording system.

Any original copies of e-mails must be sent via internal secure e-mail systems only and any original letters must be sent via internal postal services or secure delivery only.

If the practitioner is not available

If the practitioner is not available you should try and establish when they may become available by looking at any electronic calendars they use or speaking with a colleague or manager who may know.

If the practitioner is not available within a reasonable timeframe for the action indicated by the contact you should:

Leave the practitioner a message alerting them to the contact, where it can be found on the recording system and any action undertaken, including what has been agreed with the person if contact has been made with them;
Undertake any actions that you are able to in order to resolve some or part of the contact, including any urgent actions that may be required and writing any acknowledgement letter to confirm arrival of the contact;
When the practitioner is not available within any timeframes indicted in the written contact or for more than a few days inform the person making the contact of this;
Agree with the person what they should do if the practitioner does not make contact within an agreed timeframe; and
Make a proportionate record of all the above.

5. Accessing a Prevention Service

The Care Act

Under Section 2 of the Care Act the Local Authority has a duty to prevent needs for Care and Support/Support.

Click here to read more about the duty to prevent needs for Care and Support, including the types of prevention services recognised by the Care Act, when to provide prevention services and how to charge for prevention services.

Local Guidance

Before allocating for a longer term intervention practitioners should always consider whether a preventative service would be more appropriate.

Primary Prevention Services

Primary prevention services are usually aimed at people who have no current particular health or Care and Support needs. The aim is normally to avoid the development of needs in people or carers by maintaining their independence, good health and promoting their overall wellbeing.

We should encourage activities that promote healthy and active lifestyles (e.g. exercise classes like Swindon Wheels for All).

We should be confident in discussing schemes or activities that can reduce loneliness or isolation (e.g. befriending schemes via the Live Well Hub).

We should be open and transparent in discussions about potential changes in the future (e.g. conversations about potential care arrangements or suitable accommodation should a person become ill or disabled). Preparation can help to avoid a crisis situation arising.

Secondary Prevention Services

Secondary Prevention Services are also known as Early Intervention Services. These are more targeted interventions aimed at people who have an increased risk of developing needs. The aim is to slow down or reduce any further deterioration or prevent additional needs from developing.

Secondary prevention services may include arranging support with life skills, i.e, money management to avoid debt and risk of homelessness, and using public transport independently to avoid isolation. This can be sourced through the Live Well Hub.

It could also involve avoiding carer breakdown through the use of sitting services, respite and encouraging access to the Carers' Centre. These can be arranged from the acute hospital as part of the discharge plan or referred through to Community Led Support for further discussions.

It also involves liaising with acute and community therapy colleagues to consider referrals to the Falls Prevention Clinic, minor adaptations to the home e.g. grabrails; and the short term provision of mobility equipment or Telecare can all assist in preventing the need for longer term, permanent services.

Tertiary Prevention Services

Tertiary Prevention Services endeavour to minimise the effect of disability or deterioration for people with established or complex health conditions and their carers, support people to regain skills and manage or reduce need where possible.

Tertiary prevention services include Reablement, Pre-Assessment and aids and adaptations in the home. Reablement and Pre-Assessment can be accessed via the Core Conversation on Eclipse.

Intermediate Care Services include the use if Discharge to Assess beds, SWICC and Fessey House. These are for individuals who cannot currently be supported within their own home but have the potential to improve with the aim of returning home. All three services can be accessed via the Core Conversation on Eclipse.

6. Safeguarding Concern

If, as part of any conversation or information gathering you become concerned that a vulnerable adult or child is experiencing, or at risk of abuse or neglect you must respond appropriately by raising a concern.

Click here to access the adult safeguarding procedure, which also includes information about how to raise a children's safeguarding concern.

If you are concerned that an adult or child is in imminent danger from abuse or neglect, or that a criminal act has taken place you should contact the police by dialing 999.

7. Using Independent Advocacy

The Advocacy Duty

Whenever the outcome of a contact or referral is that the person will be involved in any adult Care and Support process (including any assessment, or safeguarding) the Local Authority has a duty under the Care Act to make an independent advocate available to the person when:

There is no appropriate other person to support and represent them; and
They feel that the person would experience substantial difficulty being fully involved in the Care and Support process without support.

Click here to access a tri.x tool that can support effective and consistent decision making about when/which advocacy support should be made available.

The Local Authority also has a power (but not a duty) to make advocacy available in other situations on a case by case basis if it deems this appropriate and is able to do so. This could include advocacy to support a person to understand information and advice, or advocacy to support a person to explore possible options available to them.

The Difference between substantial difficulty and lacking mental capacity

Having substantial difficulty is not the same as lacking mental capacity.

Click here for information about how to determine substantial difficulty.

Click here to access the Mental Capacity Act 2005 Resource and Practice Toolkit, with guidance about assessing capacity and making best interest decisions.

An appropriate person

An appropriate person for general representation purposes is not the same as an appropriate person for independent advocacy under the Care Act.

Click here for information about the difference and how to establish whether there is already an appropriate person.

The role of the Independent Advocate

The role of an independent advocate appointed under the Care Act is not the same as the role of a general advocate or any other type of advocate (for example an Independent Mental Capacity Advocate or an Independent Mental Health Advocate).

An independent advocate appointed under the Care Act must both facilitate and maximise the involvement of the person with substantial difficulty in the Care and Support process that is taking place.

For information about the ways in which an independent advocate should fulfil their role click here.

Advocacy for people who lack Capacity

People who lack capacity will likely be legally entitled to advocacy under both the Care Act and the Mental Capacity Act 2005.

The Care Act statutory guidance recognises that it would not normally be appropriate or practical for a person to have 2 advocates and gives the Local Authority the responsibility to make a decision about the best type of advocacy support.

There are various factors that should influence this decision (such as existing rapport with an advocate or whether any important decisions are likely to be the outcome of the Care and Support process) and the Local Authority must ensure that whatever it decides, it does not deny the person any of the specialist advocacy skills they need or are entitled to.

Click here to access a tri.x tool that can support effective and consistent decision making about when/which advocacy support should be made available.

Advocacy for people subject to the Mental Health Act

People eligible for an Independent Mental Health Advocate (IMHA) under the Mental Health Act 1983 will likely be entitled to advocacy under the Care Act.

There are various factors that should influence this decision (such as existing rapport with an advocate or the likely outcome of the Care and Support process) and the Local Authority must ensure that whatever it decides, it does not deny the person any of the specialist advocacy skills they need or are entitled to.

Click here to access a tri.x tool that can support effective and consistent decision making about when/which advocacy support should be made available.

Making a Referral for Independent Advocacy

The advocacy referral can be made at any time and should be made without delay as soon as the duty applies.

What to do if Independent Advocacy is not available or delayed

Regardless of whether or not independent advocacy is available in the local area the duty to provide it still applies. A failure to do so is a breach of this duty and of the law. It is the role of commissioners to ensure that advocacy services are in place and available when required, and it is the role of practitioners to make timely referrals to advocates to prevent unnecessary delays in the meeting of its duty.

If you are aware that advocacy support is required and is not yet available you must not proceed to carry out any Care and Support process until it is in place.

In some circumstances urgent interim measures may need to be agreed without an advocate in place in order to reduce immediate risk to the person from inaction. However, Care and Support processes that will decide long term and important decisions must not be carried out without advocacy support.

What to do if the person does not want to use advocacy

The duty upon the Local Authority is to make independent advocacy support available to any person who requires it. Once made available the duty is met.

If a person decides that they do not wish to engage in the advocacy support that has been made available to them they do not have to do so, but the Local Authority must still provide it.

The Local Authority is expected under the Care Act to support the person to understand the role of an advocate and promote its benefit to them so as to reduce the likelihood that they will not engage.

8. Transferring a Case

Where the person has a learning disability the case should be transferred to the Learning Disability Team.

Where the person is known to mental health social work services the case should be transferred to those services.

Any process for transferring a person's case between service areas or teams should be as simple and seamless as possible. It should involve the person and the potential services with the aim of reaching a shared agreement. Any transfer should not negatively impact the person or put them at risk through the delay of any Care and Support needs being met.

The service area or team receiving the case should make effective use of the information gathered thus far and not make the person (or anyone else previously consulted) repeat information unnecessarily.

9. Joint Work

Often there is a clear benefit to a joint assessment with a health colleague involved in making discharge arrangements. The Care Act recognises this and permits the Local Authority to make any arrangements it deems appropriate in order to facilitate joint working with others.

The duty to co-operate

Where the Local Authority requests another party to work jointly in some way to benefit the person with Care and Support needs that party has a duty to co-operate with the request (unless by doing so they will be prevented from carrying out their own duties under the Care Act or other legislation).

For further information about the duty to co-operate under the Care Act click here.

How to request joint work or assessment

Any decision to request joint work should be made with the person (or their representative). Where the person is unable to provide consent to joint work decisions should be made in their best interests.

Joint work requests should be made in the manner preferred by the relevant health colleague. This may or may not take the form of a referral.

The request should explain clearly the nature of the joint work required and any specific skills, knowledge and competence requirements to support allocation.

Responding to a request for joint work

When you have been asked to work jointly with another a health colleague you should contact them to confirm your involvement and discuss the most effective way to work together. The things you should establish include:

The work they are doing/will be doing/have done and whether they have any information that you need to know or can use to avoid duplication;
Whether there are opportunities to co-ordinate systems and processes and, if so how this will be managed;
What the expectations are in terms of joint-working (for example will you be expected to carry out a joint assessment, meet with the person together, produce joint records or just consult and share information);
What the anticipated outcome of the joint work is (for example joint funding of support, on-going joint-work to monitor);
What does the person with care and support needs know about the joint-work to be carried out (and if they don't know who and how should this be explained);
Who will be the primary contact for the person (or their representative) to go to with any queries; and
Who will be responsible for communicating progress and decisions to the person.

Further practice guidance about effective joint working can be found in the Joint Work procedure by clicking here.

If there are likely to be delays in your commencement of joint work the person who requested the joint work will need to:

Consider whether to proceed with their intervention; or
Await your availability.

It is the responsibility of the person requesting joint work to make this decision (in agreement with the person and any carer) and to take steps to ensure that any urgent needs for Care and Support are met.

Specialist joint work or assessment

Some areas of joint work are specialist or non-frequent in nature. The procedures for these pieces of work can be found in the Specialist and Universal Procedures section. The following are examples of the procedures that can be found there:

NHS Continuing Healthcare;
Continuity of Care;
Cross Border Placements.

10. Allocation for Support or Assessment

When to allocate

Note: Prevention services should be considered before long term services are arranged in order to ensure the individual has had every opportunity to regain and maintain their independence. Prevention services can be used in addition to existing services following a period of illness or an acute change which requires further review outside of the acute hospital or SWICC setting. See Section 5, Accessing a Prevention Service above for further information about prevention services.

Where the outcome decision is for the person's case to be allocated to an individual worker to carry out an assessment or further intervention this allocation should take place in a timely way so as to:

Avoid any unnecessary delays to the person;
Reduce the risk of a deterioration in the situation; and
Maximise the use of measures that will prevent, delay or reduce needs.

Where there are a significant number of people awaiting allocation for further work or assessment there should be a fair and consistent prioritisation process in place that takes into account:

The level of risk;
The level of need;
Current support in place and the sustainability/effectiveness of this;
The urgency;
The likelihood of deterioration; and
The potential for fluctuation.

An element of monitoring should be incorporated into any allocation process to ensure that you remain aware of every person's situation and are able to respond appropriately to any changes or need to re-prioritise allocation.

How to allocate

The Care Act recognises that each worker (regardless of whether or not they have a professional qualification) will possess specific skills, knowledge and experience that will enable them to carry out different Care and Support functions or work with particular people well.

Because of this there is no expectation that a particular role should carry out a particular function; instead the Local Authority should allocate tasks to the most appropriate person for the job.

Allocation decisions should take into account:

The skills, knowledge and experience of the worker in carrying out the function or process required;
The skills, knowledge and experience of the worker in working with the particular needs of the person (for example health needs or communication needs); and
The views and wishes of the person themselves in relation to the skills required of the worker and who they feel would best support them.

Click here to access a tri.x tool that can support consistent decision making when deciding who to allocate work to.