1. Norfolk Common Referral System NCAN 2013

2. Training Objectives Be familiar with the background to NCAN. Have a better understanding of the difference between referring and signposting, and how to make an effective referral. Have some understanding of the benefits of using the Common Referral System (CRS) and what to use it for. 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. About NCAN Aim 1 - Build a strong, effective and inclusive network of advice agencies in Norfolk Aim 2 - 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. Aim 3 – Improve and maintain the quality of the social welfare advice, information, advocacy and representation delivered in Norfolk Aim 4 – 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)www.norfolkcan.org

6. Initial assessment (triage) Enquiry assessed by advice/support worker, or trained receptionist. Purpose of initial assessment: – Improve access to own service. – Prioritise clients with urgent enquiries. – Assess client’s ability to take action themselves. – If advice needs cannot be met in-house, determine whether to signpost or refer. – Obtain information for an effective referral, thereby strengthening collaborative partnerships.

7. Information gathering What area of law? Any particular goals identified by client? Urgent matters and key dates, e.g. court hearings and appeal deadlines. Has client received advice on this matter before from another service? What action has already been taken, if any? Any risks or special needs advisor should be aware of? Any correspondence?

8. Welfare Benefits checklist 1.Does the client need advice about benefit entitlement? If YES, which benefit/s (if known)? 2.Does the client need assistance with claiming a benefit/s? If YES, which benefit/s? 3.Has the client had a benefit application refused, or had their entitlement ended or reduced, etc? If YES, list benefits and decision dates. 4.Has the client lodged an appeal or revision/reconsideration request? If NO, do they want advice or assistance to challenge the decision? If YES, find out what stage the appeal is at and any further details – including tribunal date if set.

9. Debt checklist 1.Is this a single debt or one of several debts? 2.Have court proceedings been started? If NO, go to question 6 If YES, is there a court hearing within the next 7 days? Note date. 3.Are there any Magistrates' Court orders or county Court Judgement orders? If YES, has any enforcement action been taken, e.g. bailiffs instructed, eviction notice issued or goods recovered? If YES, give details. 4.Is/are the debt(s) priority debt(s) i.e. Council Tax, rent arrears, mortgage arrears, fines, non-payment of TV licence, loan(s) secured on the home, or hire purchase? If YES, give details 5.Is/are the debt(s) non-priority debt(s) i.e. unsecured bank loans, store cards, credit cards or mail order? If YES, give details 6.Who are the creditors? 7.Is the client disputing liability for the debt(s)? If YES, give details

10. Initial assessment outcomes Appointment/s made for in-house advice service/s. Information provided, one or combination of: – Factsheet or leaflet – Website, e.g. DWP, ACAS – Contact details for an external advice service (signposting). Referral/s made to another agency.

11. Why refer and signpost? Know your limitations – do what you can do well rather than be overstretched and less effective. Dangers of giving inaccurate advice if not qualified to do so. Creative and efficient use of diminishing resources through partnership working and targeting resources effectively. Getting individual to right source of advice as soon as possible – ‘no wrong door’.

12. 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

13. 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. When to refer

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

15. Organisational benefits of CRS Shared process and expectations (e.g. commitment to agreed timescales). Clearly defined outcome - client doesn’t get lost in the system. Ability to track and monitor referrals and identify trends (majority of referrals so far have had positive outcome). Secure online storage of referral data and notes. User-friendly, tried and tested system.

16. Networking Benefits of CRS Improve understanding of other agencies, including capacity and expertise. Strengthen advice network and create opportunities for partnership working and collaboration. Help ensure referrals are made appropriately and effectively. Help identify and bridge gaps in service provision. Take part in NCAN CRS Forums.

17. Who else is involved? Took part in pilotNew participants Age UK NorfolkAlzheimer's Society Age UK NorwichDeaf Connexions Equal LivesOpening 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

18. Participant data Spreadsheet at http://bit.ly/1351Or3http://bit.ly/1351Or3 Organisation Areas of social welfare advice open to referrals for Level of advice open to referrals for Notes and other areas of advice open to referrals for Means-test? Y/N Geographic coverage Delivery location Client group(s) Delivery method Website Designated CRS contact Email Phone

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

20. Level of advice open to referrals for TierDetailsCAB Level Tier 1: Information Where the agency provides leaflets or basic information about rights, entitlement and services. Gateway Tier 2: Advice & Assistance Providing specialist advice to address a problem as well as the practical support to meet that need. Generalist Tier 3: Advocacy Pursuing a case by challenging decisions when rights in social welfare law have been refused. Specialist 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. Specialist

21. Referral Process

22. Making and Receiving Referrals Login at http://norfolkcrs.org.uk/beta/admin Username: (check with NCAN) Password: (check with NCAN) Spreadsheet: http://bit.ly/1351Or3

23. User responsibilities Obtain consent from the client before making a referral. Refer to the CRS spreadsheet to help ensure refers 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.

24. 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.

25. Information and contacts 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 or 01603 496623liz@ncls.co.uk See also www.norfolkcan.org.uk/resources- for-users/www.norfolkcan.org.uk/resources- for-users/

26. Review Training Objectives Be familiar with the background to NCAN. Have a better understanding of the difference between referring and signposting, and how to make an effective referral. Have some understanding of the benefits of using the Common Referral System (CRS) and what to use it for. 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.

27. Thanks for coming along to this training session. Good luck with using the system!