1. The Access and Information Service

See also Information and Advice

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 Customer Services Advisor 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. Wherever possible the Customer Services Advisor will look to achieve first point of contact resolution particularly in regard to the issuing of certain pieces of equipment or community alarms.

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 access’ and referral to the 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 about how to make referrals to community based and voluntary sector resources.

1.1 Timescales

In order to ensure a timely response and to avoid backlogs the team will respond to all calls within two days and will resolve enquiries within two days.

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;
  • advice and information on how to refer on to community provision, voluntary sector, health, housing, leisure, community safety and so on;
  • provision of one off pieces of equipment;
  • assessment to ensure immediate safety including response to ‘no access’ requests;
  • 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.

3. Further Reading

3.1 Relevant chapters

Information and Advice

Promoting Wellbeing

Preventing, Reducing or Delaying Needs

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