First Contact Scheme

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

House Keeping

Introductions

Please introduce yourself with;

Your name

Your organisation

Whether you are familiar with the First Contact scheme. If yes, how?

Who are your 5 Key Partners

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.

Who is Vulnerable?

Someone who is………

Isolated and doesn’t have much / any contact with friends, family or neighbours?

In need of signposting onto another partner / organisation?

At risk of a home fire (does client have working smoke alarms / clutter in the home)?

Recently bereaved?

Struggling with their finances?

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 ……….

Help managing around the home

Falls advice and support

Advice, guidance & help for families

Advice and support for carers

Adult Learning

Information about local groups and activities

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

How is it delivered?

With Partners who include;

Adult Social Care

Age UK

District/Borough Councils

Fire & Rescue Service

Pensions, Disability & Carers Service

Partners continued…….

Police Service

Probation Service

Royal British Legion

Trading Standards

VISTA

Other voluntary/charitable organisations

Ways to complete a checklist

Download and complete the PDF version and fax or post to Customer Service Centre, County Hall

or - complete the secure web form via your; computer or mobile data terminal (used by police)

How to complete the checklist

Opt out statement (at top of form) – only mark a cross against those agencies that the client doesn’t 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

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

Processingthe Checklists (CRM system)

• This is a Customer Relationship Management system and is based within Leicestershire County Council’s Customer Service Centre (Adults & Communities)

• Has the ability to automate the referral process

Secure email

• 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 email

Referral Template

First Contact Website & Materials

http://www.leics.gov.uk/leicestershire_together_logo_large2.jpg

First Contact website: www.leics.gov.uk/firstcontact

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

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

Case Study

Performance Data

First Contact Team

Debbie Preston, First Contact Project Officer

0116 305 8240 / debbie.preston@leics.gov.uk

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Lisa Manley, First Contact County Co-ordinator (West)

0116 305 8365 / lisa.manley@leics.gov.uk -------------------------------------------------------------------------------

Emma Chouhan, First Contact County Co-ordinator (East)

0116 305 9393 / emma.chouhan@leics.gov.uk

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: 0116 305 0004 (ask to be put through to Kyle)

E mail: kyle.eato@leics.gov.uk