Quick Guide to the Care Act 2014, Section 4 (and related Guidance)

The new duty Every local authority must: “establish and maintain a service for providing people in its area with information and advice relating to care and support for adults, and support for carers”. This does not mean that the local authority should provide all the elements itself. Instead, it should “understand, co-ordinate and make use of” the resources available across the community. The system should:  be coherent  be aimed at the whole population  address a range of issues (including financial advice)

The Audiences  A very broad group, including people who may need care and support now or in the future. (Local authorities should be mindful of the different circumstances that might trigger someone to need information and advice).  This includes carers; local authorities must recognise and respond to their specific requirements.  It also includes people not eligible for formal support – i.e. “self- funders”. (Local authorities must have regard to identifying these people and helping them to understand the financial costs of their care).

The Content The council’s offer must include:  How to raise safeguarding concerns about any adult who may be at risk.  The care and support system locally, including the process for getting support.  How to complain or formally appeal.  When independent advocacy will be provided.  Paying for care and support (including charging arrangements).  The choice and types of support, and the choice of care providers available in the area.  How to access independent financial advice on matters relating to care and support.

The Content (cont’d) The council’s offer should include – e.g:  Housing and housing-related support options  Treatment and support for health conditions  Preventative services (e.g. practical support, befriending, handypersons)  Intermediate care services (e.g. aids and adaptations)  Benefits advice  Employment support  Transition from children’s services  Carers services and benefits  Sources of independent information, advice and advocacy  Planning for future care costs

Accessibility and quality  Wide accessibility can only be achieved by working with other information and advice providers (statutory and voluntary).  The council should consider the persons or places where people might first seek help, and play a role in joining up information and advice organisations locally so they can work collaboratively.  Information should be available in a variety of formats and using a variety of channels, e.g: - Face-to-face - Telephone/ s - Mass communication (e.g. leaflets, posters) - Free media and social media - Websites

Accessibility and quality (cont’d)  Information should be of high quality – i.e. clear, comprehensive, accurate, easily understood, up-to-date and consistent.  Information should be proportionate to a person’s needs – ranging from “quick read” to in-depth advice.  The council should consider how to make use of national as well as local sources.  In some instances the advice may need to be provided by an impartial source.

Developing and reviewing a plan or strategy  Councils should have a plan for information and advice. These should be aligned with other strategies including joint strategies.  Plans should be based on analysis of population needs.  The plans should have regard to certain principles – e.g: - involving people who use services and carers, interested organisations and service providers; - adopting a co-production approach; - mapping to understand the current range of provision; - co-ordination with other statutory bodies including CCGs, Health and Wellbeing Boards, Healthwatch and neighbouring local authorities; - assessing the impact.  Councils should review and publish information about the effectiveness of their information and advice services, including customer satisfaction.