1. Information, Advice and Advocacy Strategy Tim Anfilogoff Head of Community Wellbeing

2. Purpose Pull together new Hertfordshire Information Federation as part of review of Prevention and Wellbeing Services Increase confidence of public in information resources Improve co-ordination, quality and efficiency Clarify relationship between information and advocacy

3. Why an Information Federation? Very complex picture – professionals using internet can’t find what we know is there (February 2010 Conference worked examples) 100s of providers - no formal structure No agreed quality standards Need to be accessible to whole population (77% of population looked up health or social care information in past 12 months) Putting People First Milestone

4. Suggested structure Hertfordshire Information Network/ Federation Accredited Information Providers Accredited Advice Providers Sign-posters Accredited Advocacy Providers

5. Why Accreditation? *75% seeking info find it hard to work out if trustworthy or not 88% felt a certification scheme covering health and social information would be a good idea 87% said it would make them trust the info more 78% would only use, or would show a preference for, info from certified organisations * Data from Picker Institute 2006

6. Accredited Providers External accreditation (avoids new process) Sign up to accredited providers’ protocol Clarity about their responsibilities to: –End users –The Network –Open to mystery shopping/quality checking Quality assurance and continuous improvement – keeping others informed Can aspire to/join the list

7. Sign-posters Sign-poster protocol (keep it simple) Don’t pass on if easily dealt with but don’t risk people missing out on important information All staff/volunteers know: –When to give basic information they have –When to sign-post or refer Quality assurance and continuous improvement – keeping others informed

8. Needs analysis What do people need to know? What do we need them to know (prevention, promoting independence, entitlements and rights – pro-active case- finding) How well is the current uncoordinated ‘system’ delivering? How can a co-ordinated system improve on this?

9. No Wrong Door Delivered by: The network Possibly a single phone number (or ten?) Appropriate web infrastructure (plus digital exclusion strategy) Clear marketing about improved network ‘Case-finding’ strategy (we find you before you know you need the information) Clear what end user can expect

10. Quality Assurance External accreditation End-user feedback used to improve Mystery shopping by commissioning officers/others Steering group/oversight group/Network Monitoring numbers, satisfaction and outcomes/prevention

11. Marketing Putting the above into a simple story which broadly = Why we need a network (confidence) No wrong door Quality Assurance Case studies showing the value of the system Outcomes/Prevention/SROI

12. Advocacy helping put users in position of well informed citizen Accredited Advocates Sign- posters Accredited Information Accredited Advice

13. Making best use of professional advocates and volunteers Accredited advocacy providers Casework service where necessary Support to volunteer advocates where less complex issues, ongoing low level support needed Network of self advocacy/personal development resources

14. The Review: Going Forward New/revised contracts from March 2011 Clause for sign-posters Clause for accredited providers Relevant protocols Resulting in a new co-ordinated information, advice and information infrastructure

15. Task Anything missing? What needs to be done by March 2011? How do we make the power of the internet available to all? How do we promote this approach?