Somerset Advice Network Benefits and challenges of an Inter-Agency Referral Scheme Rick Szur – Project Coordinator

A little bit about Somerset Advice Network How we developed our Common Referral System How it works – a demonstration Benefits and challenges

Somerset Advice Network Mission: “to create a seamless advice service” Milestones included – Training (“WOT?”) – Contacting all organisations providing advice (website and directory) – Reducing waiting times for advice – A strategy and – a common referral system

Definitions of advice Signposting Referral Self-help information Assisted information Generalist advice Casework

Why make a referral? Existing knowledge of client Vulnerable client Better response rate than signposting

Why make a referral through the online system? Secure Automatic feedback Reliable Quick and easy

Common referral system

How does it work?

Hillside Children’s Centre Priorswood Joe and his partner Hannah regularly bring their 3-year-old son into Hillside Children’s Centre. However Maggie (who works at Hillside) notices that for the past few weeks Joe has been coming without Hannah and seems unusually quiet.

Joe’s Story Joe tells Maggie that he has split up with Hannah and although his son is living with him full-time, Hannah is still receiving Child Benefit and Child Tax Credit. Joe is worried because he is struggling to pay his bills and is getting himself into debt.

Online Common Referral System Maggie thinks he needs some advice about his entitlement to benefits and assistance with his debts. By filling in a quick online form, Maggie can give Taunton CAB a brief overview of the situation so that they can contact him directly.

Maggie obtains Joe’s permission to pass information on to Taunton CAB Client Consent

Online Common Referral System Maggie opens the Somerset Advice Network website and logs in securely to the online referral system using a username and password Joe’s details are filled in and the referral is submitted

Next Steps Taunton CAB are notified by that they have received a new referral. Dear Taunton CAB, A referral has been submitted to you today from Hillside Children's Centre. Please acknowledge receipt of this referral and print out the details within 1 working day of the date of this . This can be done by logging into the Somerset Advice Network online common referral system using the link below: Thank you, Somerset Advice Network Referral System By acknowledging receipt of the referral they trigger an automatic notification to Maggie.

What happens next? Within the next 5 working days there will be two possible outcomes – positive or negative. When the status of the referral is changed and an outcome logged, Maggie will again be notified by .

Possible Outcomes If Joe is contacted by Taunton CAB, the status of the referral will change to: Outcome: Positive This does not mean that Joe is no longer in debt, or that he is receiving Child Benefit for his son. The outcome only relates to the referral process.

Possible Outcomes cont… If Taunton CAB are unable to make contact with Joe after 5 days or the referral is inappropriate The status will now read: Outcome: Negative

Possible Outcomes Outcome: Positive Outcome: Negative These outcomes only relate to the referral process and do not indicate the resolution of the case.

Benefits Secure Instant Statistical analysis Helps build the Network Straightforward – no appointment booking system

Challenges Good intentions Quorum and momentum Getting approval from high up Open system Changing nature of organisations

Somerset Advice Network Benefits and challenges of an Inter-Agency Referral Scheme Rick Szur – Project Coordinator