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First Contact Scheme. AGENDA House keeping Introductions & Warm up Overview of the First Contact Scheme Who is vulnerable? When to use First Contact How.

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Presentation on theme: "First Contact Scheme. AGENDA House keeping Introductions & Warm up Overview of the First Contact Scheme Who is vulnerable? When to use First Contact How."— Presentation transcript:

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 doesnt 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 doesnt 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 Processing the Checklists (CRM system) This is a Customer Relationship Management system and is based within Leicestershire County Councils Customer Service Centre (Adults & Communities) Has the ability to automate the referral process

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

21 Referral Template

22 First Contact Website & Materials

23

24 First Contact website:

25

26 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

27 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

28 Case Study

29 Performance Data

30 First Contact Team Debbie Preston, First Contact Project Officer / Lisa Manley, First Contact County Co-ordinator (West) / Emma Chouhan, First Contact County Co- ordinator (East) /

31 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: (ask to be put through to Kyle) E mail:


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