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First Contact Scheme

First Contact Scheme. AGENDA House keeping Introductions & Warm up Overview of the First Contact Scheme Who is vulnerable? When to use First Contact How is it delivered? Completing a Checklist The Referral Process Website & Materials Promoting First Contact Case Study Performance Data.

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First Contact Scheme

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  1. First Contact Scheme

  2. AGENDA • House keeping • Introductions & Warm up • Overview of the First Contact Scheme • Who is vulnerable? • When to use First Contact • How is it delivered? • Completing a Checklist • The Referral Process • Website & Materials • Promoting First Contact • Case Study • Performance Data

  3. House Keeping

  4. Introductions Please introduce yourself with; • Your name • Your organisation • Whether you are familiar with the First Contact scheme. If yes, how?

  5. Who are your 5 Key Partners

  6. Overview of the First Contact Scheme First Contact is a multi-agency scheme run across Leicestershire that brings a range of services to vulnerable people aged 18+ who are resident within Leicestershire. The scheme is hosted & currently funded by Leicestershire County Council.

  7. Who is Vulnerable? • Someone who is……… • Isolated and doesn’t have much / any contact with friends, family or neighbours? • In need of signposting onto another partner / organisation?

  8. At risk of a home fire (does client have working smoke alarms / clutter in the home)? • Recently bereaved? • Struggling with their finances?

  9. When do you use First Contact? When you identify a vulnerable adult (for example; during a home visit, telephone call, visit to your office, at an event) you can offer to complete a First Contact referral form (one simple checklist) to find out if that person has any other particular needs. For example they may need ……….

  10. Help managing around the home • Falls advice and support • Advice, guidance & help for families

  11. Advice and support for carers • Adult Learning • Information about local groups and activities

  12. Advice and support for victims of crime • Advice and support on antisocial behaviour/hate crime • Smoke alarms/home fire safety checks • Help with home repairs / overgrown gardens / other housing needs

  13. How is it delivered? • With Partners who include; • Adult Social Care • Age UK • District/Borough Councils • Fire & Rescue Service • Pensions, Disability & Carers Service

  14. Partners continued……. • Police Service • Probation Service • Royal British Legion • Trading Standards • VISTA • Other voluntary/charitable organisations

  15. Ways to complete a checklist Download and complete the PDF version and fax or post to Customer Service Centre, County Hall

  16. or - complete the secure web form via your; computer or mobile data terminal (used by police)

  17. How to complete the checklist • Opt out statement (at top of form) – only mark a cross against those agencies that the client doesn’t wish to be contacted by • Circle answers ‘yes’ or ‘no’ as applicable • Provide information as requested in red on the form • If all ‘no’ answers do not refer to First Contact

  18. How to complete the checklist cont…. • Avoid duplication – select ‘no’ if you have already referred / dealt with the query • Ensure writing is legible • Do not use as part of a door knocking exercise

  19. Processingthe Checklists (CRM system) • This is a Customer Relationship Management system and is based within Leicestershire County Council’s Customer Service Centre (Adults & Communities) • Has the ability to automate the referral process

  20. Secure email • This provides the ability for personal, confidentialdata to be shared securely across external partners • Partners will either be set up with; - PGP Universal - CJSM (Police & Victim Support) - LCC internal email

  21. Referral Template

  22. First Contact Website & Materials

  23. First Contact website: www.leics.gov.uk/firstcontact

  24. Promoting First Contact • Consider how to promote the First Contact scheme within your organisation / team. For example you could; • Incorporate First Contact into induction and training sessions for new starters and existing staff • Promote best practice through regular communication with other partner organisations

  25. Promoting First Contact cont… • Continually raise awareness of the scheme • Ensure that ‘First Contact’ literature is kept up to date and easily available • Circulate the First Contact quarterly newsletter

  26. Case Study

  27. Performance Data

  28. First Contact Team Debbie Preston, First Contact Project Officer 0116 305 8240 / debbie.preston@leics.gov.uk ----------------------------------------------------------------- Lisa Manley, First Contact County Co-ordinator (West) 0116 305 8365 / lisa.manley@leics.gov.uk ------------------------------------------------------------------------------- Emma Chouhan, First Contact County Co-ordinator (East) 0116 305 9393 / emma.chouhan@leics.gov.uk

  29. Checklist Processing Site Customer Service Centre Queries about completed checklists, referrals received or outcomes should be directed to; Kyle Eato, Customer Service Agent (First Contact Administrator) Tel: 0116 305 0004 (ask to be put through to Kyle) E mail: kyle.eato@leics.gov.uk

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