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Customer services and support planning

Our Support Planning Teams help people stay as independent as possible, manage their care needs, connect with their local community & stay safe from harm.  Every year they undertake over 4,000 assessments of people’s needs, & work with over 2,000 people with long-term support needs.

2017/18 priority: Redesign the pathway for adult care & support services

In April 2017 we implemented the first phase of the redesign of Adult Care & Support Services. This involved creating ‘one front door’ for all new contacts (although we have retained a separate referral route for mental health services).

The new model aims to improve customer service and reduce waiting times, dealing with people’s issues as quickly as possible, and focus on supporting people to be as independent as possible.

This new way of working is already starting to show results. One of the things we hoped to improve was to reduce the backlog of people waiting for a review of their services. In April 2017 less than half our clients had had their services reviewed in the last 12 months. This is now three quarters. Regular reviews help to ensure services remain appropriate for people’s needs.

2017/18 priority: Joint planning of transition of children with Special Educational Needs and Disability (SEND) to adult services

The 0-25 team, established in April 2017, brings together workers from children’s and adult’s services to provide a smoother pathway to adult services. The workers from the two teams have built a better understanding of each other's work, and of the needs of the young people who are approaching adulthood.

Planned developments for 2018/19 include a new pathway that will enable young people to be supported through their journey of preparing for adulthood. This will include:

  • At age 14 - an early alert to the adult side of the team
  • At age 16 - an allocated worker from the adult side of the team to work alongside the children’s worker to develop relationships and plan for adulthood.

This will allow adult care & support services to have a clear understanding of the needs of the young people approaching adulthood and allow for joint planning and decision making at an earlier age, particularly where decisions made as a child may impact upon a young person as an adult.