Norfolk Common Referral System

1. Norfolk Common Referral System NCAN 2013

2. Training Objectives • Be familiar with the background to NCAN. • Have some understanding of the benefits of using the Common Referral System (CRS) and what to use it for. • Have a better understanding of when to signpost and when to refer. • Understand how to use the CRS technically. • Know how to use the CRS responsibly and what to do if things go wrong. • Have increased knowledge about other organisations using the system and where to go to find out more. • Be confident that you could make and receive referrals through the CRS.

3. NCAN Vision Norfolk residents can access good quality social welfare legal information, advice, assistance and representation at a time and place when they need them most

4. NCAN Aims Build a strong, effective and inclusive network of advice agencies in Norfolk Improve the planning and resourcing of social welfare advice, information, advocacy and representation to meet the needs of Norfolk residents particularly those who would otherwise face real disadvantage. Improve and maintain the quality of the social welfare advice, information, advocacy and representation delivered in Norfolk Enhance the contribution made by advice agencies to strategic objectives both locally and nationally in the areas of social inclusion,  tackling  poverty and other disadvantage.

5. Big Lottery Project Outcome By working together to improve referrals across the network, train together and share best practice, the ratio of successful outcomes to legal matters started each year by the partner agencies for clients who would otherwise face real disadvantage will improve by 10% by the end of the project based on baseline figures collected in Year one. (One of three outcomes – see www.norfolkcan.org for more)

6. Who else is involved? Took part in pilot New participants Age UK Norfolk Alzheimer's Society Age UK Norwich Deaf Connexions Equal Lives Opening Doors Mancroft Advice Project W. Norfolk Deaf Association Norfolk CAB (Yare Valley, Norwich East (Eastern Aids Support & West Norfolk, North Norfolk) Triangle) Norfolk Community Law Service Shelter Eastern Counties

7. Area of advice open to referrals for Housing Debt Discrimination Domestic Abuse Employment Family Financial Capability Health & Community Care Housing Immigration Welfare Benefits

8. Level of advice

9. Level 1: Information • Where the agency provides leaflets or basic information about rights, entitlement and services. • It also involves signposting callers to further sources of help or specialist advice.

10. Tier 2: Advice & Assistance • Providing specialist advice to address a problem as well as the practical support to meet that need. • Examples include, help filling in benefit or tax credit forms; assistance with sorting out debt problems; advising on immigration rights. • It also includes helping people apply for services, for example, as a carer, older person or the parent of a child with special needs.

11. Tier 3: Advocacy • Pursuing a case by challenging decisions when rights in social welfare law have been refused. • It also includes taking up a case when a social care, health or educational service has been denied. • In both cases it can involve gathering additional evidence, seeking a review of a decision (by telephone or letter), or lodging an appeal.

12. Tier 4: Representation • Challenging a decision through representation at a decision-making body such as an appeal tribunal, civil court or social care/education panel hearing. • It Involves preparing arguments to develop the case using relevant case law, guidance and statute and calling on expert evidence. The advocate accompanies and speaks on behalf of the individual.

13. When to refer or signpost • Not your subject area • Too complex • Work overload • Not your target group for particular service • Conflict of interest • Breakdown in relationship with client

14. When to refer • In your view, the client is not in a position to take action themselves to resolve the problem. • The case is urgent, for example there is an important key date imminent. • You have detailed knowledge of the client and the issue and you want to pass this on. • The client has specifically asked you to share their information with another appropriate agency. • The client needs specialist support.

15. Scenario 1 • A client approaches your organisation asking for advice about contact with children in a dispute over custody arrangements. Their partner is already receiving advice from your agency.

16. Scenario 2 • A client has missed two appointments for advice about welfare rights. As well as a welfare benefits issue, he is at risk of losing his tenancy because of rent arrears and has a court hearing imminent. You do not have a specialist housing advisor.

17. Scenario 3 • You have been approached by someone for help with a Welfare Rights issues – they are appealing a decision about ESA and have a tribunal date set for two weeks time.

18. Scenario 4 • The client has attended an ESA medical assessment, but has not yet received a response. They suspect the outcome is negative, and are seeking advice about next steps.

19. Scenario 5 • You are approached by someone who has rent arrears and multiple debts. It is a complex case, and you do not have a specialist debt advisor.

20. Scenario 6 • The same client (scenario 5) has a court hearing in 1 month’s time.

21. Scenario 7 • You are approached by a young person who has been turned won for Housing Benefit and is now homeless – sofa surfing with friends. They regular have no credit on their phone.

22. Key points • In most instances, signposting will be the appropriate course. • There are no hard and fast rules – your approach will vary according to your own internal policies and procedures. • Key questions: • What benefit does referring give the client? • How much responsibility does your organisation bear towards this particular client?

24. Organisational benefits • A clearly defined outcome (referral rejected or accepted), means the client is less likely to get lost in the system. • Ensure referrals are made appropriately i.e. to the correct agency/service. • More effective referrals - with basic information, key dates and relevant correspondence provided and recorded. • Secure online storage of referral data and notes. • The capacity to track and monitor referrals. • Simple, user-friendly system.

25. Benefits for partnership working • Helping develop a sense of a shared mission and shared objectives, thereby strengthening the advice network in Norfolk. • Improving understanding of other agencies, including capacity and expertise. • Collecting referral data means we can identify trends and bridge gaps in service provision across the sector. • Shared process and expectations between referring agencies, such as commitment to agreed timescales. • Opportunities to share experience and knowledge about best practice in relation to initial assessment and triage, etc. • More effective use of resources across the sector through working collaboratively.

26. User responsibilities • Obtain consent to make the referral from the client (other forms of consent will need to be obtained as usual). • Refer to the CRS spreadsheet to help ensure referals are made appropriately. • Highlight any technical problems with NCAN. • Set up and use a secure password (one week from access to change password). • Report training needs to your organisation lead.

27. Organisational responsibilities Same as user agreement, and additionally: • Help ensure the CRS spreadsheet is kept up to date. • Inform NCAN if any CRS users leave your organisation. • Liaise with NCAN about training needs. • Send a representative to CRS forums and make sure they cascade information to others users.

28. Information and Resources • www.norfolkcan.org.uk/getting-started/ • Login page • Link to CRS spreadsheet • Client leaflet • www.norfolkcan.org.uk/training-materials/ • Training slides and training notes • www.norfolkcan.org.uk/advisor-resources/ • Search for Quality Standards and Triage • Login to demonstration system • Username: aworker1 OR aworker2 • Password: PretendUser1001

29. Who to contact • If you encounter problems or need support, contact your organisation’s lead person or in-house trainer. • For any further or technical issues, contact Liz Day at NCAN, liz@ncls.co.uk or01603 496623

30. Review Training Objectives • Be familiar with the background to NCAN. • Have some understanding of the benefits of using the Common Referral System (CRS) and what to use it for. • Have a better understanding of when to signpost and when to refer. • Understand how to use the CRS technically. • Know how to use the CRS responsibly and what to do if things go wrong. • Have increased knowledge about other organisations using the system and where to go to find out more. • Be confident that you could make and receive referrals through the CRS.