Minutes:
Officers provided a presentation to the committee on the
single point of contact (SPOC), which is also the first point of contact for
many referrals that are received by Social Services.
Officers noted that the presentation would focus on the single
point of contact in relation to adult services. Prior to outlining the detail
of the services, officers outlined how the referral system currently
works. There is one single phone number
and email address which is used for both children and adult services. Following
on from initial contact, there is an integrated referral form which is used
regionally by partners when referring a case to social services. SPOC will
undertake assessments in order to provide information, advice and assistance to
those who make contact.
SPCO operate on a multi-disciplinary team structure.
Officers went through the make-up of the adult SPOC team. Staff numbers have
been increased due to the concerns that were raised last summer around response
rates.
The new structure was introduced in summer 2022. It was
recognised that the wider pressures in the adults social care team could be
supported if the rate of referrals could be slowed down by responding to the
needs of persons at the earliest opportunities with the outcomes focused model
of practice.
Members were advised that the referred rates into adults
SPOC has steadily increased over the last few years, with certain months being
busier than others. Members were
provided with a breakdown of the referrals over a recent six month period, and
information pertaining to how they were actioned.
Officers discussed the journey of the referrals at the point
that they are received by SPOC and the impact of proportionate assessments on
the wider service. Proportionate assessments deal with advice and assistance as
per the Social Services and Well-Being Act. Assessments can also assist in
uncovering some more complex needs that may lead to further assessment within
the system.
Members were provided with information relating to call
times, and it was recognised that the number of unanswered calls has decreased.
Contact Officers receive an array of phone calls, relating to various aspects
of adult and children’s social care. Officers are constantly assessing how
contact officers can be best supported.
Members raised concerns with regards to staff sickness and
how they could be better understood. In addition, how can assistance be
provided with regards to recruiting new staff. Officers confirmed that staff
sickness was not in relation to stress or anxiety at work, but that it was
mainly due to unpreventable illness that normally occurs.
Officers confirmed that they would be reporting on staff
welfare and how this is supported in a report to be presented at a later date.
Members queried how customer satisfaction with the service
was assessed. Officers confirmed that as a first point resolution only
compliments seem to be received. However it was recognised that this does not
mean that services users are not disgruntled. Officers noted the work that had
previously been done with external consultants being engaged and capturing the
views of service users and the feedback that they provided.
The Director advised that the expectation was that there
should be no abandoned calls, especially when vulnerable people are telephoning
a service that they require assistance from. There is an expectation that teams
will have a look at the systems that are in place to make sure that they can be
possible in the future.
Members noted the high demand on the service. Officers
distinguished between the short term OT services and the long term OT services,
where the waiting lists for assessments would be longer.
It was confirmed business support staff can assist with
answering telephone calls, however it is recognised that they are not trained
to deal with the complexities of the phone calls that are received. They would
be able to provide an immediate answer to a call if required. The business
support workers can deal with email referrals received in terms of putting them
on the required system.
Following scrutiny, members noted the item for information.
Supporting documents: